Value Chain Analysis

49680 Value Chain Analysis
Assignment 1: Supply Chain Analytics
Executive Summary
The report deals with analysis of the customer complaints received, frequency of complaints
from a customer, defining those complain and possible remedial steps that the company shall
take to mediate those complaints in future.
Introduction
The report provides a snapshot of the problems encountered by an electronic company. The
analysis of problems have been done from data which has been extracted from the ERP
system of the company. The company is highly active in the electronic industry and has a
diverse customer base ranging from domestic to international. The business of the company is
wide and has recently received a lot of complaints from its clientele. The purpose of the
report is to analyse those complaints, find out the problem and come with possible solution of
short term and long term in nature.
Data Analysis
The data analysis involved used of count if function for counting the maximum number of
complaints received for product family PF 13 which stands at 40. (Exceljet.com, 2019)
Further, the analysis involved using the Index, Match and Mode formula for finding out the
name of the customer with maximum no of complaints. The answer to the same was arrived
at C4. (Exceljet.com, 2019)
Post above, it was stated to use V look Up and other formula to find the complaint type.
However, Vlook up resulted in similar data every time. Accordingly, Index, small row and if
command has been used to find the 19 compliant type lodged.
Post above, pivot table has been presented wherein no of complaints have been counted based
on Product family and customer name.

Further, PF 14 is the top most Product Family which is associated with Invoice error. Further,
the number of errors for the product family is two.
All the aforesaid analysis have been presented in the excel.
Problem Definition
The top three problems in terms of complaints are delivery, lost in transit and wrong quantity.
The top three problems in terms of PF are delivery, lost in transit and wrong quantity.
Generally in every front in terms of count the top three complaints are generally delivery
issue, loss of goods in transit and wrong quantity of product delivered,
The problems of the firms are generally associated with malfunctioning of supply system
which creates huge issues for the company. The company can takes strong measures to
identify the root cause of such issues which can probably be the following:
(a) Lack of adequate handling of goods at the ground level;
(b) In adequate staffing to handle the load of work;
(c) In adequate training to handle the work;
(d) Wrong invoicing;
(e) Dishonest employees;
(f) Improper issue of delivery instruction; (RBW Logistics, 2019)
(g) Incomplete address and too small quantity;
Any of the above issue can result in the aforesaid troubles that the company is facing. In the
present case, major reasons that could have resulted in the problem shall include lack of
handling as more than 30,000 units are there in the warehouse which might not have been
properly labelled. Thus, wrong product is delivered to the customer.
Further, the reason for loss of goods in transit shall majorly be a dishonest complaint or
dishonest employee as it is difficult for such a huge count of loss as the goods are not of
perishable nature or liquid.