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Title: Re-configuring an international pharma-chemical customer services policy through the Delphi technique and process mapping : executive summary
Author: Boateng, Douglas
ISNI:       0000 0001 3468 6790
Awarding Body: University of Warwick
Current Institution: University of Warwick
Date of Award: 1997
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As part of the organisation's strategy to improve its manufacturing logistics and supply chain management operations, they sponsored me on a Doctoral Program to research into the concept of customer service within the international Pharma-chemical and Pharmaceutical manufacturing industry. The research was structured in such a way that it formed part of my day to day manufacturing logistics assignments on and off site. The ideas cultured through the research have resulted in unprecedented improvements in both material an information flows on and off site. In particular, the systematic solicitation of our customer views through the Delphi technique has enabled the firm to gain a better understanding of its customer needs. Today, customer service performance as defined by our Pharmaceutical customers averages 98%. Nor is this all, for the continuous critiquing of various process steps through the virtuous circle of continuous improvement has enabled the organisation to improve the overall process lead times for two products by approximately 35%. With these improvements, all customers (internal or external) get what they want on time, in full and at the right quality. By gaining a better understanding of our customer and supplier needs, through timely information flows, the manufacturing strategy for two products have moved from make-to-stock to make to order. To date, over £1/2m savings have been realised by virtue of the fact that no raw material or finished product inventory is held for these two finished products. At the back end of Pharmaceutical supply chains, the survey on sourcing patterns within the industry showed that Pharma-chemical manufacturing was still concentrated among the major Pharmaceutical organisations. In fact, the study showed that Pharmaceutical organisations with sales of less than £900m outsourced their bulk Pharmaceutical needs whereas those having sales in excess of the stated amount used a combination of internal and external sources to satisfy their bulk Pharmaceutical needs. At the front end of Pharmaceutical supply chains, the survey highlighted the fragmented nature of the industry with over 60% having sales of less than £500m. This fording supports the view held today that the industry is heavily fragmented with more consolidation likely. The improvements to date have in fact exceeded what was expected. The gaining of approval to manufacture another product can be partly attributed to the continuous improvement efforts and accomplishments. With senior management's support, each individual and teams on site are continuously questioning their processes and seeking ways to reduce or eliminate the associated non value adding activities.
Supervisor: Not available Sponsor: Not available
Qualification Name: Thesis (D.Eng.) Qualification Level: Doctoral
EThOS ID:  DOI: Not available
Keywords: HD Industries. Land use. Labor ; HF Commerce