Turnaround
Time
 Situation:
Our customer, a multinational company of Technology sector,
was just starting operations in Brazil
and quality in Customer support was key to enable their expected growth.
However their spare parts importation time was 60 days.
Business Impact:
Several resellers complained about this time
because it was forcing them to increase investment in inventory levels to keep
the desired service level to the installed base.
Root cause:
The information necessary to manage the spare parts importation as
a whole was dispersed in several systems and spreadsheets inside and outside
organization.
Implemented solution:
A system was developed where the information captured from several systems
and spreadsheets,
internal and external, involved in the importation process was integrated.
An end-to-end tracking system was made available and process performance
measures were
implemented. An analytical tool to support managers decision was created. Individual
training sessions were delivered for internal and external team members and
stakeholders.
Results and benefits:
Several bottlenecks in the importation process were
quickly identified
and fixed. Spare parts turn around time from Texas to Sao Paulo was reduced
from 60 to 15 days. Our customer growth objective was 100% achieved.
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