Boateng, Douglas (1997) Re-configuring an international pharma-chemical customer services policy through the Delphi technique and process mapping : executive summary. EngD thesis, University of Warwick.

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Abstract

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.

Item Type:	Thesis or Dissertation (EngD)
Subjects:	H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HF Commerce
Library of Congress Subject Headings (LCSH):	Pharmaceutical industry -- Customer services, Business logistics
Official Date:	1997
Dates:	Date Event 1997 Submitted
Institution:	University of Warwick
Theses Department:	School of Engineering
Thesis Type:	EngD
Publication Status:	Unpublished
Extent:	viii, 135 leaves
Language:	eng

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