Logistics SAM really does deliver results Maurice Daw
- Slides: 40
Logistics SAM really does deliver results! Maurice Daw Unipart Technology Logistics
Agenda z. Who are UTL? z. Unipart z. Vodafone z. Market characteristics z. SAM principles that work for us z. Results
Unipart
Unipart Group z MBO from British Leyland in 1987 z Top 20 private company in UK by turnover z 10, 000 employees z 600 locations globally z £ 1. 1 bn turnover z UGC z Unipart Automotive z Unipart Rail z Unipart Logistics z Unipart Technology Logistics
Unipart Technology Logistics Key Clients
UTL locations Magna Park 206 k sq. ft. Rugby 120 k sq. ft. Weedon 125 k sq. ft. 10 miles Baginton 80 k sq. ft. Oxford HQ 1 m sq. ft.
UTL Strategy Long term partnerships with strategic clients
Vodafone UK
Vodafone plc z One of Britain’s largest companies by stock market value z Fully operational in 27 countries z 15 licensed partnerships z 175 m customers z 66, 000 employees
Vodafone global footprint
The Partnership z Initial contract with Vodafone UK won in July 1999 z Grown by acquisition – fragmented logistics z PAYT launch z Scope was z Traditional 3 rd party logistics contract z Handsets and accessory z Store, pick, pack, ship z Delivery to retail, home, business, ISP, multiple retailer
The services have expanded dramatically… Corporate Call Centre Vodafone Technology Operations DC & Field Proposition development Northern Ireland Inbound Data Management Rework, Customisation & Postponement Handsets & Accessories Internet Ordering Customer Key = original contract = subsequent additions Handset Returns, Repairs & Installs Pre-Sales Pagers and Paknet After Sales service
Service range z In summary UTL provide for Vodafone UK z. All pre sales logistics z. Order delivery to all channels z. All post sales activity z. Return, refurb, repair, asset management z. Install and service car kit z 2 nd line support, help desk z. Logistics parts support for the network z. Proposition development
The Partnership z Contract extension signed Oct 05 z. December 2015 z. Unique in sector z Sponsored at all levels z Fully integrated teams z. No contract managers z. UTL team based at Newbury
Partnership vision To deliver a world-class customer experience for Vodafone customers and to generate mutual growth in sales and profitability through best in class logistics, and continuous improvement of quality, productivity, and cost effectiveness Our aim is to achieve this by sustaining our truly unique business partnership, which is consistently advocated at the highest levels throughout both companies.
Market characteristics
Market characteristics z Saturated market z Differentiation difficult z Similar network coverage z Similar handset range z Similar products and services z Compete on price? z 3, T Mobile z Need to compete on z Brand z Customer experience
Impact on logistics z Was a hygiene factor but now seen as a competitive advantage z New product introduction needs to be exclusive and fast z Logistics has highest number of customer touchpoints outside Stores and Call Centres (8 million per annum) z Need for competitive advantage through differentiation of customer experience
SAM principles
SAM principles z Customer intimacy z Operational excellence z Measurement z Process z Customer experience z Competition z Relationships z Managing account growth z Account structure z Marketing BP
Customer intimacy z Most important element z Deep understanding z Across the business z At all levels z Really show a passionate interest z Speak their language z Integrated into their business z 2006 Management Conference
Operational excellence z A ‘given’ z Foundation for everything z The Unipart Way
The Unipart Way It is a philosophy of working underpinned by a set of tools and techniques that: v Reduce wasteful activities. v Ensure customer demand is met. v Improves quality and productivity. v Develops employees.
Measurement
Measuring the process z Processes are complex z. Many handoffs z. Poor systems integration z End to end process mapping z 6 sigma z Measurement end to end z. Clear reporting
Measuring the customer experience
Measurement 1. Quantitative 2. Qualititative 3. Competition
Measurement z Quantitative z. Vodafone Cdi monthly survey z. UTL logistics quarterly survey z 300 customers z. Who have experienced a service z. By channel/segment z. Telephone questionnaire
Measurement z Qualitative measurement z Mystery data collection z Call centre taping z Video of physical interactions z Delivery z Car kit install z Retail store return z Learn z Process z People skills z Training tool
Measurement z Competitor analysis z. Monthly trawl z. Quarterly detail z. Proposition z. And reality
Relationships z Sponsored at all levels z CEO z Warehouse floor z No barriers z Managed closely z Vodafone restructure very often! z Mix work and social z Telecoms sector z Relationship management team z Escalations z Problem solvers z Listen
Managing account growth z Customer intimacy identifies opportunities z Operational excellence gives credibility z Opportunities to grow capability safely z Opportunities to grow margin
Account structure z No ‘man marking’ z No Contract Managers z Clear ownership and accountability z not by process z By account z Account Directors z Spoc z Creation of Account Managers
Marketing BP z Introduction followed by 3 phased event z Formal Account Plan z Structure and formality z Really demonstrated what little we know!
Results
Improved customer experience New products
Quickphone
Fonecare
Courtesy phones Robust Branded Packaging New live! Phone Simple Quick-start-guide to ensure continued ARPU from the user
Results z 10 year contract to 2015 z. Rare in logistics z. Unheard of in telecoms z New Centre of Excellence z Industry leaders in our sector
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