Indicative FSP

Analysis and improvement of customer delivery performance

The Project focuses on the supply chain of the company GlaxoSmithKline and specifically on the consumer products division. It aims at recording and studying all the stages of order processing and delivery, as well as evaluating the clients perceived customer service level. It identified the high importance – low performance factors that determine the level of customer satisfaction and submit specific proposals for improvement. Moreover, given the company’s outsourcing policy, it aims at introducing a framework for evaluation and selection of a 3PL partner, as well as control his contractual duties achievement.
The general conclusion of the customer satisfaction survey was that GSK clients are satisfied by the order processing procedure overall. The discrepancy between company’s and best performer’s evaluation is low. Nevertheless, customers appear to demand improvements in three specific elements, for which specific suggestions have been proposed. For the continuous monitoring of the supply chain effectiveness, a performance indicators framework, combined by a multi-criteria analysis method, is proposed.

Current Distinctions & Awards