Customer service representatives gain ownership of order system
November 10, 2006
The following case study is excerpted from Driving Growth and Shareholder Value: The Distribution Value Map," by Neil Gholson and Mark Schloegel of Deloitte Consulting LLP and published by the National Association of Wholesaler-Distributors.
A distributor of electrical products recognized the need to be more agile and efficient in distributing 1.5 million SKUs from multiple manufacturers and suppliers across 200 branches and warehouses. To get real-time information and a 360-degree view of the business, the company re-engineered key cross-functional business processes (i.e., processes that cut across sales, marketing, forecasting, logistics, finance, and customer service) and implemented an ERP system to support them. One of ...