Friday, March 21, 2014

Software to manage sourcing projects for new products

The new product development often involves sourcing for outsourcing products, raw materials and packaging.

Sourcing allows you to:

  • find a product at the right price,
  • ensure a level of quality,
  • manage the logistics supply chain.

Between 1950 and today, the exchange of goods have been multiplied by 15.
According to the presentation of Lamidieu Lipin (in french), a sourcing process can be represented as follows:

and sourcing cycle as follows:

To facilitate monitoring and eliminate low value added tasks, beCPG software manages these projects:
  • The sourcing process:
    • Request for quotation sent to suppliers
    • Response by suppliers
    • Analysis and selection of suppliers
    • Capture product specifications
      • product composition 
      • packaging 
      • palletization 
      • allergens, nutritional facts, claims, physico-chemical, organoleptic data for a food product 
      • etc ... 
    • Tests of samples and quality analyzes
  • Finally, the management of non-conformances and customer complaints to measure the quality of products delivered by the supplier (more info in this post).

Each project has its schedule in Gantt format.

Vue gantt d'un projet

To follow the exchanges between client and suppliers, project actors are notified by email and a view shows the project activity:

Project activity

Monday, March 3, 2014

Software for customer complaints and corrective actions

According to American Express Global Customer Service:
  • 70% of Americans are willing to spend an average of 13% more with companies they believe provide excellent customer service
  • 60% believe businesses have not increased their focus on providing good customer service
  • 78% of consumers have bailed on a transaction or not made an intended purchase because of poor customer service
  • 59% will try a new brand or company for a better service experience

It is clear that customer service and quality management is an important issue for companies in consumer packaged goods.

For this, beCPG offers a module for managing incidents:

  • A workflow of customer complaints
  • Management of non-conformities
  • A dashboard for monitoring incidents
  • Analysis cubes to build your own queries

Workflow of customer complaints

Creation of customer complaint

The benefits of the module are multiple:
  • Faster because of automated processing
  • Products conform to specifications
  • Better monitoring of corrective and preventive actions
  • Traceability on exchanged emails, letters because they are stored in beCPG. In addition, adding attachments to customer complaints is very easy, thanks to the integration with messaging tools.
  • Reporting to simple questions such as:
    • The number of customer complaints by Products / Plants / Clients / ...
    •  The evolution of customer complaints over the time 
    • Types of customer complaints 
    • The average response time according to criteria such as the type of claims, the severity

Dashboard of issues

Reporting with chart on customer complaints