Spirax Sarco: Customer Centricity
Former Supply Chain Director at Spirax Sarco
inpractise.com/articles/spirax-sarco-customer-centricity
Former Supply Chain Director at Spirax Sarco
Interview Transcript
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Being decentralized, Spirax review the performance of individual units, do they set yearly objectives or do they employ a quantitative approach?
In 2015 and again in 2019, we did a major exercise consulting with our customers and others about what was critical to them and how we performed compared to our competition.
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Being decentralized, Spirax review the performance of individual units, do they set yearly objectives or do they employ a quantitative approach?
Many companies measure themselves based on capacity, not request. If you wanted to buy a Volvo, you would visit a Volvo dealership and ask for one, and they would give you a September date based on their capacity and ability to satisfy you. The paradigm shift we led was that on time to request was part of the personal objectives of every GM. The fundamental difference is the customer says, I want it in May, not September. The organization measures themselves against both dates because they both help them improve.
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Yes, 85.
Covid/Ukraine exposed supply chain vulnerabilities but Spirax was protected because their supply chain strategy was to have enough stock to satisfy customers 97% of the time when they wanted it.
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