Partnered with a leading consumer packaged goods manufacturer to improve Order Fill Rate and On-Time Delivery

One of the largest consumer packaged goods manufacturers of its segment sought Archstone’s help to improve its customer service metrics during a period of high growth. The client had struggled to achieve customer expectations. The team specifically targeted the company’s key performance indicators of order fill rate and on-time delivery and focused on exceeding the customer expectations for these performance metrics.   
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The Client
A leading consumer packaged goods manufacturer
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The Challenge
Identify and address root causes of customer service challenges to achieve order fill rate and on-time delivery performance during a period of growth.
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The Solution
Archstone Consulting partnered with the client and established a near-term cross-functional “Swift Action Team (SWAT)” to identify and address immediate impacts to order fill rate and on-time delivery.  Simultaneously, Archstone conducted analysis to identify root causes of customer service challenges and workshops across the Operations organization to identify supply chain opportunities for improved sustaining performance.
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The Results
In five weeks, daily order fill rate improved from approximately 90% to consistently over 99% while daily on-time delivery improved from mid-80% levels to consistently over 97%.
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Contact Us
Contact Archstone Consulting Manufacturing Practice