G-BEC helps Palliser meets their Customer Expectations

Business Problem/Opportunity:
A great drop in Palliser’s case-goods division sales due to customer dissatisfaction. The biggest complains were the long order lead-times and the consistently unmet delivery promises. This problem triggered Palliser to start a Customer Experience Initiative in order to regain the customer’s confidence in Palliser’s ability to reliably deliver.


Solution:
G-BEC worked with Palliser’s customer service department and determined that the main problem is the improper allocation of Palliser’s capacity to their customers. The suggested solution was to develop a system to provide a facility to capture customer forecasts, define the manufacturing capacity and allocate it to segmented customers according to their strategic importance. The idea was to verify the customer forecasts/orders against the available capacity before determining a promised delivery date. This will ensure that Palliser meets their commitment to their customers.


Technology:
iseries 400
RPG400/ILE
ERP (MAPICS – Customer Order Management COM)


Result:
The new system would accept new orders and provide customers with a guaranteed delivery date based on forecasting and capacity data. The developed system also helped reduce the delivery lead-time due to the fact that the customers had allocated capacity according to their pre-defined strategic importance.