Bangalore:
Preliminary results and analysis from a comprehensive
survey of 150 executives from key high-tech and discrete
manufacturing companies says their businesses goals are
undermined by expensive, antiquated order management systems
and processes that weaken customer relationships, increase
inventory management costs and greatly limits their company's
ability to grow.
The
partial results of the research were shared by Infosys
Technologies at the 'AMR Research supply chain conference'
in early June. The conference was attended by operations,
IT and supply chain executives from semiconductor manufacturers,
original equipment manufacturers, and fabrication companies.
Additional insights from the research will be available
later this year.
According
to Partha Bose, solution leader, Infosys Technologies,
64 per cent of respondents indicated they have limited
or immature order management capabilities.
"It's
quite clear that manufacturers are not satisfied with
outdated processes and technology across geographies and
divisions," Bose said. "The results of the research
are even more remarkable when you consider that more than
50 per cent of the executives said the order management
process was critical to customer experience and satisfaction."
These
issues were echoed during the round table discussion.
According to one participant, "Currently it is challenging
for customers to do business with us. Lack of visibility
to global data hampers accuracy of promise dates and service
personalization."
"To
address this issue," Bose said, "a metrics-driven
approach can help companies create differentiated service
and delivery capabilities for profitable and strategic
customers. Capturing insights hidden in transaction data
is essential for aligning performance to key metrics such
as customer profitability, order productivity and revenue
leakage. Infosys has pre-defined maturity models and metrics-driven
change programmes that accelerate realisation of measurable
business results."
Romit
Dey, associate vice president, Infosys Technologies, added,
"Most high-tech companies experience rapid changes
in order volumes and have grown through multiple acquisitions
and through diversification of customer segments. This
makes it difficult to seamlessly engage new customers
and grow the business across product lines and geographies.
Over time, companies should invest in areas such as multi-tier
visibility of demand signals and guided selling."
According
to David Caruso, senior vice president, industry research,
AMR Research, "Leading companies have recognised
that demand-driven operations are the best way to create
customer loyalty and enhance operating efficiencies. A
customer-centric approach in every aspect of the order
process is the key to significant
market advantage. AMR has defined this through the demand-driven
supply network (DDSN) framework that is relevant across
multiple industries."
|