Delivery Reliability Management (DRM)
Overview
DRM focused on tracking and improving delivery reliability and customer satisfaction. This system aims to provide comprehensive metrics, actionable insights, and continuous improvement mechanisms to enhance overall delivery performance and customer experience.
Challenge
- Difficulty in measuring delivery reliability due to fragmented data sources and manual processes.
- Lack of feedback loops for improvement hindered the ability to identify and address issues proactively.
- Inconsistent data integration made it difficult to gain a comprehensive view of delivery performance and customer satisfaction.
- Limited analytics capabilities affected the ability to derive actionable insights and make data-driven decisions.
- Existing tools struggled to handle large volumes of delivery data, affecting the ability to monitor and improve delivery reliability.
Solution
- Implemented DRM to integrate customer feedback and delivery performance data, providing a unified platform for measuring reliability and satisfaction.
- Developed metrics and KPIs to measure delivery reliability and customer satisfaction, ensuring accurate and timely reporting.
- Utilized Databricks to support large-scale data processing and analytics, providing actionable insights and improving decision-making.
- Deployed advanced analytics and reporting tools using Power BI, providing visualizations and dashboards for delivery performance metrics and trends.
- Leveraged Azure's scalable infrastructure to handle large volumes of delivery data, ensuring high performance and reliability.
- Integrated SAP S/4HANA for real-time data processing and ERP functionalities, ensuring seamless integration with existing business processes.
- Implemented SAP Analytics Cloud for predictive analytics and scenario planning, enhancing the ability to forecast and optimize delivery performance.
- Deployed SAP Integrated Business Planning (IBP) for demand-driven planning and supply chain optimization, improving overall delivery reliability.
- Utilized SAP Ariba for supplier collaboration and performance management, ensuring timely and reliable deliveries from suppliers.
- Implemented automated workflows and notifications using SAP Cloud Platform to improve communication between departments, ensuring timely responses and consistent performance tracking.
- Established feedback loops and continuous improvement mechanisms to address issues proactively and enhance delivery reliability.
Key Results
Improved Customer Satisfaction
Customer satisfaction improved by 25%, significantly enhancing customer loyalty and overall experience.
Reduced Delivery Failures
Delivery failures reduced by 20%, ensuring more reliable and timely deliveries.
Enhanced Analytics Capabilities
Enhanced analytics capabilities through large-scale data analysis, providing actionable insights and enabling data-driven decision-making.
Technology
Databricks
Azure
Python
SQL
Power BI
SAP S/4HANA
SAP Analytics Cloud
SAP Integrated Business Planning (IBP)
SAP Ariba
SAP Cloud Platform