“ VISIBILITY OF THE SERVICE SUPPLY CHAIN IS VITAL BECAUSE THIS IS THE PART OF SUPPLY THAT INVOLVES CUSTOMERS WHO HAVE AN
ONGOING RELATIONSHIP WITH THE BUSINESS ”
ONPROCESS TECHNOLOGY
Instead , every disconnecting customer is sent a recovery kit that includes a fitted shipping box and prepaid UPS label . Now , its recovery for voluntary disconnects is 95 per cent and 55 per cent for non-voluntary . “ Not only did we help deliver $ 60 million in cost savings but the company is also delivering a good returns experience for its customers ,” says Lemanski .
“ VISIBILITY OF THE SERVICE SUPPLY CHAIN IS VITAL BECAUSE THIS IS THE PART OF SUPPLY THAT INVOLVES CUSTOMERS WHO HAVE AN
ONGOING RELATIONSHIP WITH THE BUSINESS ”
OLIVER LEMANSKI CEO ,
ONPROCESS TECHNOLOGY
So this is what agility and transparency in the service supply chain looks like on the ground , and at the heart of this case study is data . Or more specifically , data that offers a big-picture view of processes and issues , rather than a fragmented view - like jumbled pieces of a jigsaw - that ’ s all too common in businesses that have not embraced digital transformation .
“ Many service supply chain functions work in data silos , '' says Lemanski of such companies . “ Applications don ’ t talk to one another , data is not properly shared , and cross-functional visibility is poor . The result is that when a crisis hits – such as the Suez being blocked for more than two weeks – then this lack of visibility does not allow companies to re-adjust processes and mitigate risk .”
Lemanski continues : “ Our approach is to build a standardized data-layer that pulls together all these silos of data . It cleans it ,
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