Benefit: Raised on-time-delivery in one month and restored customer confidence.
Your firm is building a new software category, enlisting word-of-mouth as a key part of marketing strategy. Unfortunately, the call center is flooded with questions from early market customers concerned about late shipments. With the root causes of these problems not yet identified, disappointing these critical early customers could nevertheless undermine your attempts to realize huge market potential. This entrepreneur's nightmare was the situation faced by Posit Science and their exciting Brain Fitness offerings.
TRG and Posit Science rapidly put fulfillment operations on a solid footing:
Raised on-time-delivery from 40% to a sustained 99%-plus, in one month
Restored customer confidence and positive ordering experience
Eliminated fulfillment-related complaints and associated costs
Established a scalable and efficient base for expected business growth
Many of the fulfillment issues were caused by insufficient process discipline in defining and bringing new offerings to market along with execution shortcomings in the supply chain. TRG helped transform these problems into success by leveraging expertise and experience in supply chain, product introduction and organizational development:
Established closed loop supply chain triage and fulfillment metrics for immediate resolution to fulfillment performance issues
Corrected Bills-of-Material and rationalized saleable items
Defined and instituted a simple yet powerful product definition and introduction process
Implemented the Arena Solutions on-demand Product Lifecycle Management (PLM) system in 8 business days
Established a scalable supply chain and operational model
Taught and promoted the use of a systematic problem solving approach employed by several Posit Science cross-functional teams
Steven Aldrich, Posit Science CEO, said that "TRG's positive impact with our company was both strong and fast. They made a big contribution to increasing customer satisfaction and profitability. Most importantly, TRG enabled us to raise the capabilities of our people, processes and systems as a solid basis for our continued growth."
"TRG's positive impact with our company was both strong and fast. They made a big contribution to increasing customer satisfaction and profitability. Most importantly, TRG enabled us to raise the capabilities of our people, processes and systems as a solid basis for our continued growth."
Steven Aldrich, Posit Science CEO