Operational Excellence by Professor S. Mathur (smathur.com)

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HOW GLOBAL FIRMS OFFER VALUE OPERATIONAL EXCELLENCE Sameer Mathur, Ph.D.

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Agenda

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Sameer Mathur smathur.com Asst. Professor (Marketing) 2009 – 2013 Ph.D. and M.S. (Marketing) 2003 – 2009

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3 Operationally Excellent Global Firms

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A. OPERATIONAL EXCELLENCE USING CRM

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UK’s Largest Online Fashion Store with Branded Goods and its own line

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Delivering Impeccable Service NEXT DAY DELIVERY STANDARD DELIVERY PROMISE 2-3 DAYS WEEKEND ORDERS DELIVERED MONDAY SATURDAY DELIVERY NOMINATE YOUR DAY OF DELIVERY EMAIL AND TEXT ALERTS 85% OF ORDERS TRACKABLE CUSTOMER CARE 24/7

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After much investment into supply chain, ASOS achieves operational excellence nationally and internationally. Free Super Saver Delivery Free Standard Delivery Free Next Day Delivery Free Returns Nominated Day of Service Email and Text Alerts “Next day” Cut-off times 6PM Customer Service 24/7 United Kingdom

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After much investment into supply chain, ASOS achieves operational excellence nationally and internationally. From 3-day Express Delivery In-country returns (USA) Customer Care 24/7 USA + Rest of the World

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THE UNIPART WAY High level process mapping Key performance indicators Regular communication Reduction of warehouse inventory Reorganization leading to efficiency and 32% reduction in per unit costs Saving of 5% off on transport and delivery costs

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B. INCREASING OPERATIONAL EXCELLENCE BY INVESTING IN INFORMATION TECHNOLOGY

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One of the largest hypermarket chains in the world

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Carrefour has more than 150,000 stores around the world (Europe, Latin America and Asia) Offers a huge range of product, from food to clothing to books. Competitive advantages : O ffer quality products at a reasonable price : offer quality products at a reasonable price

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VALUE DISCIPLINE: OPERATIONAL EXCELLENCE New implemented idea: Set up a new IT unit called SI@M (IT support to businesses) to improve the effectiveness of the support process and to have a better fluidity between different level of the supply chain. Consequences: Able to make quick changes according to customer’s demand Faster reaction to problems

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VS. Is it still possible for Carrefour to develop further in operational excellence as a core competency ? YES Carrefour has decided to work with Vocollect , the world leader in voice-center systems , improving the performance of its supply chain and reducing costs

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C. ACHIEVING OPERATIONAL EXCELLENCE

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American low-cost airline 550 daily flights to various locations across the U.S, the Caribbean, The Bahamas, Colombia and Puerto Rico

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U.S. Market Products & Services Low cost flights across the U.S Ticketless” travel system Variety of partner airlines Free Direct TV In-flight WIFI Shut eye service Spacious legroom Free brand name snacks and beverages

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Emerging Markets Jet Blue has recently penetrated the South American market, offering flights across the continent, adding more routes regularly Growth Although they aren't a competitive growing player, Jet Blue plans on taking advantage of both airline mergers and failures.

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Their Value Discipline Operational Efficiency “Reliable service; Competitive prices; Efficient speed” Ranked highest among low cost carriers by the traveling public Focus on safety and integrity Focus on affordability Reduce their costs with ticketless printing Focus on reliability and customer service vs. luxury

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Achieving Operational Efficiency Highest airline in customer satisfaction for both low-cost and traditional airline carriers. In 2012, Award for Operational Excellence: having 99.5% technical reliability dispatcher available at all times. Ranked highest among low cost carriers by the traveling public.

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3 Operationally Excellent Global Firms

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HOW GLOBAL FIRMS OFFER VALUE

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Summary

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Over 500,000 views from more than 95 countries http://www.slideshare.net/ProfessorMathur/ Sameer Mathur smathur.com http://www.facebook.com/ProfessorSameerMathur/

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