Customer Centricity

Customer Centricity

Order Fulfillment Task Force Update – Significant Progress

Supply Chain Director, Neil Farmer, reports on the significant progress being made by an IT task force to improve the performance and usability of Order Fulfilment (OF) in Aggregates and Asphalt.

The first stage of understanding required a survey of our people who engage with OF to fully understand where we should focus our efforts. The insights gained from the OF Users’ survey was very helpful in identifying priority areas which we have been able to address. From the survey the task force developed a comprehensive list of required improvements to address the concerns of the users; these are being worked on now, focusing on highest priority items.

The planning screen performance was at the top of that list. This week a patch was installed that made changes to the selection criteria for the initial load of the planning screen. Test results show this has had a significant impact on both the measured performance and usability of the planning screen. The task force is also working on delivering a contingency tool which will allow us to continue to operate within OF if SAP fails. This will reduce the many manual tickets that have to be generated and the frustrating work re-entering these tickets at a later date. This is due to go into a test environment this week. There are many other major and minor glitches which are being worked on in the background. Progress is being made and thanks for everyone’s patience and commitment as we make the improvements to support our people and ultimately to give our customers the level of service we need to differentiate us from our competitors.