UTS - Supply Chain Analytics: Value Chain Analysis Assignment Report

This report presents a value chain analysis of an electronic company, focusing on customer complaints and supply chain inefficiencies. The analysis, based on data extracted from the company's ERP system, identifies key problems such as delivery issues, lost goods, and incorrect quantities. The report utilizes various Excel functions to analyze complaint frequency and customer data. The identified problems are linked to potential root causes, including inadequate handling of goods, insufficient staffing, and dishonest employees. Proposed solutions encompass improved staffing, staff training, stricter fraud regulations, better invoice control, and employee motivation through incentives. The conclusion emphasizes the importance of ground-level improvements to resolve these issues and enhance customer satisfaction. The assignment includes references to relevant sources on supply chain management and Excel functions.

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.

The reason for late delivery can majorly be attributed to improper handling and multiple
deliveries made by the company. This can result in delay of delivery and ultimately in
customer complaints.
Thus, these are the probable reasons for major grievance of the clientele of the company.
Accordingly, the company should take appropriate steps to overcome the problems
encountered by the company
Problem Solution
The possible solution to the problem that is persisting with the company:
(a) Staffing: Since major issues of the company exist at shop floor, an appropriate staffing
shall help the company to properly meet its demand requirement and shall bridge the gap
which the company is facing right now. Further, the said staffing can be temporary and
shall fluctuate as per the demand requirement of the company.
(b) Adequate training of staff: The present issue can be resolved with proper training of
staff in order to equip them with required knowledge and resources to handle the demand
with write product matching. Further, right training shall ensure lower complaints and
grievances.
(c) Strict penal law for dishonesty and fraud: The strict regulations shall ensure that
dishonesty among employees shall be reduced and the goods lost in transit complaints
shall according reduce.
(d) Proper Check and control during invoicing: There shall be proper control and check
at each step where by invoice shall be generated by different personnel, order shall be
taken out by a different personnel. Further, matching of invoice with the goods shall be

done by a different personnel. This shall ensure proper cross checking and invoice
matching with goods.
(e) Proper Motivation through bonus on reduced customer complaints: Company may
motivate its employee through incentives for reduced errors and customer complaints
Conclusion
On the basis of above, it may be concluded that the problem of the company are majorly at
the ground level which can be resolved by the company through proper actions like employee
motivation, adequate training to staff and proper staffing. ( Bossard Group, 2019)
Thus, the three issues identified in the aforesaid paragraphs may be restrained if appropriate
safeguards as stated above are taken by the company.
References:
Bossard Group, 2019. Supply Chain Management: challenges and solutions. [Online]
Available at: https://www.bossard.com/en/how-we-add-value/key-challenges-in-supply-chain-
management/
[Accessed 18 April 2019].
Exceljet.com, 2019. Excel COUNTIF Function. [Online]
Available at: https://exceljet.net/excel-functions/excel-countif-function
[Accessed 18 April 2019].
Exceljet.com, 2019. Excel INDEX Function. [Online]
Available at: https://exceljet.net/excel-functions/excel-index-function
[Accessed 18 April 2019].
RBW Logistics, 2019. The 5 Biggest Supply Chain Challenges. [Online]
Available at: http://blog.rbwlogistics.com/the-5-biggest-supply-chain-challenges/
[Accessed 18 April 2019].