1. Home /
  2. CaseStudy

Improving SCM Efficiency and Feedback Mechanism

About Customer

Our customer is world leading medical equipments and service provider for pharmaceuticals and healthcare as well as solutions for lifesciences across geography to add value to human health. The customer uses cloud technology to manage for their medical diagnostic equipments and solutions in a real time basis.

The Objective

Optimizing Supply Chain Efficiency and standardizing Feedback Management System

The Challenge

Our customer experienced delays in delivering and installing medical diagnostic equipment products to end customers due to fragmented supply chain information which is not available due to mis hand off. Overall efficiency was affected by lack of optimized In-House Feedback Management Operations due to non-standardized process, fragmented Sales Order Process across Geo and Lack of visibility to Global Back Office Operations. This is resulting in delay on installation, wrong claims and customer dissatisfaction.

The Solution

We have minimized the deviation percentage of Confirmation Date (CNF) for No Stock by analyzing shipped volume in a structured process. Unified process brought us to bring higher accuracy by reviewing and validating the orders and claims through standardized SOP and process across geography. EMT SCM Team focused on creating Invoices and ensure timely payment release, also keeping customer informed via E-Mail, Message trigger through LSP Link to Front line field diagnostic support engineers. We developed micro services to achieve to communicate to Diagnostic support engineers as and when Confirmation/Shipping details are updated in SAP by F118 Team.

In-scope activities

  • Warranty Validation
  • Insolation Issues
  • Diagnostic Equipments Usage Clarifications
  • Claims Process
  • Ticket Management
  • Invoicing & Invoice Delivery
  • Claim adjustments
  • Material Ordering
  • Return Material Authorization

The Key Data Points

  • Geo supported : NA, LATAM, APAC
  • $ 4.1 Bn Spend Managed
  • 80K+ Annual volume managed
  • 100% SLA/KPI delivered on time

The Impact

  • 10% YoY On-time shipping improvement
  • >98% Consistent Quality Score YoY (Warranty feedback processed with 100% accuracy)
  • 15% Improvement in On-Time Delivery of equipments to reach dealer and healthcare provider.
  • 63% of Process Steps Automated.
CONTACT US