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Design of business processes to improve customer service

April 06, 2016 6837 Views

LaFarge Dakproducten BV is a roofing producer that markets a full range of roofing materials under the brands RBB and KDN Teewen; including concrete roof tiles clay roof tiles, accessories and chimney systems.

LaFarge has four sales locations: two in the Netherlands , one in Germany and one in Belgium. There are six production locations in the Netherlands. LaFarge’s objective was to improve their customer service levels to meet the growing market requirements.

The customer service related business processes were analyzed. An IT and process mapping was conducted. This included the following:

  • Sales order entry
  • Inventory management
  • Production planning
  • Distribution.

Identification of improvement programs for better customer service in the short term including the following:

  • IFine-tuning of SAP business processes
  • Production planning concept of multi-site, mid-term planning
  • Organizational changes within the sales department and coordination with logistics department.