Welcome to my second blog promoting our new service, Vos Voco. Thanks for continuing to read, or welcome if this is your first. Vos Voco is designed to allow businesses of all sizes to make quality and productivity gains from areas their current systems do not support very well. Better quality and productivity leads to higher profitability and improved customer satisfaction.
This blog covers process “exceptions”. These are the incidents that stop you reporting 100% quality. Examples within a supply chain could be:
- Inbound – receiving the wrong item, or a damaged item
- Outbound – sending replacement items to correct an error
- Production Lines – nearly, or actually, running out of components.
Most operations have a quality KPI measuring the ratio of “successful” output units to the “total” units. In troubled operations the measure can be as low as 70%, while operations that are highly automated can be very close to 100%. Whatever the measure, exceptions lead to corrective work. The first corrective work is to resolve and process the customer issue arising – e.g. send them a new one and credit the original. Secondly, managers will try and take actions that lead to stopping exceptions happening at all.
A method of improving quality is to identify “root causes” and address these. For example, if you can identify there is a packaging issue leading to damage, then the packaging can be redesigned to eliminate the risk. However it is very difficult to pin-point root causes. A manager sitting down to review their weekly exceptions finds themselves with headline data only and little of the detail that would help them establish corrective actions.
Business systems help run the daily operation. They are aligned to getting the main job done, and do not cover exceptions very well. Data that would help identify root causes within a supply chain is not collected routinely, as usually someone outside their company or team would need to provide it. If data is collected, it is incomplete, fragmented and not readily reportable. This leads to managers having little idea of why their quality is going up or down, and whether any improvements have been sustained.
Vos Voco is squarely aimed at solving this problem using workflows. The service sits alongside existing business systems, allowing relevant data to be collected every time at source, within or beyond the operation – such as by customers or suppliers. When exceptions occur, the combined data collection and communication feature help the issue to be resolved faster, reducing the impact on the customer. The reporting feature allows trends to be identified so that actions emerge, with ongoing reporting of quality data making it easy to see if improvements have been sustained. Workflows can also include options to drive sales.
Try probing a little more at your next management meeting. Are the operators on top of their exceptions? What actions have been taken to improve? Have those actions made a difference? Have improvements been sustained?
Put simply, Vos Voco is designed to help managers make step changes in quality, customer care and profitability. This will apply to most organisations within a supply chain, as existing systems are poor at connecting external parties in a consistent structured way – that is what we do. We can offer a tailored customer/supplier facing App solution ready to deploy within days of contacting us – which means that our solution is very economical.
There is more information (including two short videos) on this website. If it is on your agenda to improve customer care and profitability in 2019, contact me for a chat about your specific needs and challenges. Thanks for reading!.
Posted on February 23, 2019