Phil Jackson Consulting LLC

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Developing sustainable systems delivering superior customer satisfaction

Case Studies

Customers expect many things from your company. Your sales staff has a tough job attracting customers, determining their needs, and closing a sale. Sales are challenging enough when all the back-end functions are functioning smoothly and supporting the sales effort. Too often there are snags in the back-end support.

Common areas of delayed order fulfillment are purchasing and warehouse functions. There are many causes of purchasing- and warehouse-related delays. Phil Jackson Consulting is adept at tracing issues to their source and working with stake holders to improve performance in support of customer service.

Product must be where the inventory system indicates it should be or it is effectively lost for the purpose of filling customer orders. Warehouse operations require accurate records of quantity on hand as well as storage of gift baskets location.

CHALLENGE: A warehouse contained several types of storage to facilitate handling variously sized and shaped items. Storage location at time of receipt was influenced by many factors including quantity, shipping container size, and currently open storage spaces. In addition, items could be subsequently relocated to accommodate new receipts. Storage locations recorded in the database were not reliable for a variety of reasons related to this complex and unstructured situation.

It was not uncommon for an item on a customer order to be re-ordered on an expedited PO when inventory could not be found in the warehouse.

ACTION: Process review with the affected stakeholders resulted in several process changes, job description enhancements, written documen-

tation, and significant retraining. The findings and subsequent job content modification led to coordinated efforts with support departments, notably IT and HR.

RESULTS: These efforts provided significant cost savings in a short time horizon: materials were easily found when needed without delaying the picking process, customer orders were entered without prior verification of stock on hand, eliminated costly expedited PO’s to satisfy customer orders for lost stock, and eliminated costly returns when product was located at a later date.

IMPACT: Physical inventory control processes improved accuracy from mid-80% to better than 99% and allowed the company to reduce physical inventory counts from four to one each year. Payroll savings exceeding $20,000 annually were directly related to the reduction in physical counts. Expedited purchases due to missing inventory were eliminated. Delivery commitments to customers were honored every time.

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