Developing world class measures for service visibility across multiple manufacturing sites for a major food manufacturer
Our client - Hovis - served 10,000+ customers daily without properly understanding its service performance. Lack of consistency and increasing customer complaints brought this centre stage.
LCP was asked to develop a single, standard and consistent integrated suite of measures and to implement these with a reporting and monitoring process to ensure the process was embedded and benefits secured.
As a first step LCP established the standard measurement suite, supported by a comprehensive analysis to populate the results. Given the significance of customer reporting the adequacy of these measures were tested with the client’s senior team to ensure it reflected the behaviour they wish to drive.
By quickly implementing the solution our client was able to derive immediate and valuable insight, with initiatives established to successfully target customer service improvements.
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