Supply Chain Analysis Report for Electronic Company - BUS 101

This report presents a comprehensive analysis of the supply chain for an electronic company, addressing various customer complaints related to delivery, wrong quantities, and lost in-transit goods. The report begins with an executive summary and introduction, followed by a detailed data analysis of complaint types, product families, customer profiles, and CSR staff performance. Problem definitions are provided, identifying root causes for each issue, such as insufficient inventory, incorrect part selection, and poor handling of goods. The report then suggests solutions and improvements, including implementing EOQ models, optimizing warehouse layouts, and conducting market research for product family improvements. Furthermore, the report suggests focusing on customer-tailored goods to increase customer satisfaction and adopting healthy management practices for CSR staff. The conclusion emphasizes the importance of resolving supply chain issues to ensure customer satisfaction and highlights the need for modern equipment and efficient supply chain practices to maintain product quality. The report references several sources to support its findings and recommendations.

Supply Chain Analytics

EXECUTIVE SUMMARY
The supply chain issues raise complaints from customers as goods are either hampered or
defected during delivery. It is required that vibrant supply chain must be maintained so that
customers are offered with top quality and non-damaged products. Various complaints under
different heads were being identified along with root causes. It can be assessed that electronic
company should enhance its supply chain and alleviate complaints by focusing on customer-
centric goods through healthy supply chain.

TABLE OF CONTENTS
Introduction......................................................................................................................................1
Data Analysis...................................................................................................................................1
Problem Definition..........................................................................................................................3
Solutions And Suggestions..............................................................................................................4
Conclusion.......................................................................................................................................4
References........................................................................................................................................6

Introduction
The business services are to be provided at greater pace to attain customer satisfaction
(Mangan and Lalwani, 2016). Present report deals with electronic company which has faced
numerous complaints regarding its products, CSR and related matters. Problem has been defined
and data analysis has been done. After that, solutions and suggestions are provided to overcome
the problems or customer complaints.
Data Analysis
Top 3 Complaint types
Complaint
types
Count of
Complaints
Delivery 233
Wrong
Quantity 136
Lost In Transit 127
Grand Total 496
The table shows that top 3 complaints of electronic company tend out to be delivery,
wrong quantity and lost in transit. Highest one of them is delivery having 233 counts, while
lowest is of lost in transit and wrong quantity counts for 136. It can be said that delivery should
be improved by company to reduce costs (Fernie and Sparks, 2018)
Top 3 Product family
Product
Family
Count of
Complaints
PF11 58
PF12 67
PF4 57
Grand
Total 182
The table implies data regarding complaints of product family in effective manner. PF11
received 58 counts of complaints, while, PF12 claimed the highest 67 complaints. Moreover,
PF4 received 57 counts.
Top 3 Customers
Customer
Name
Count of
Complaints
C4 19
1

C3 8
C27 7
C31 7
Grand Total 41
Table shows top 3 customers of the company which has received complaints from them.
C4 customer has 19 complaints, whereas C3 has total of 8 complaints. Remaining 7-7 is for C27
and C31 type of customers.
Top 3 CSR staffs
Raised
By
Count of
Complaints
P2 81
P4 91
P5 81
Grand
Total 253
The table implies top 3 CSR staffs of company where complaints have been received. In
it, P2 raised 81 complaints and P5 also attained the same. While, highest of all the three was P4
having raised 91 complaints.
0
10
20
Customer complaint type by product family
PF1 PF10 PF11
PF12 PF13 PF14
PF15 PF2 PF3
PF4 PF5 PF6
PF7 PF8 PF9
Interpretation-
The above chart clarifies that customer complaints have been lodged with regards to
product family. Highest number of complaints are from PF12 falling under wrong product type
which customers found it unsuitable. There are various other product types such as delivery,
wrong quantity, lost in transit, packaging, poor response, damaged, quality of workmanship,
invoice error and others (Garg et.al., 2015).
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0
15
30 Complaints Raised by CSR Staffs P1 P10
P2 P3
P4 P5
P6 P7
P8 P9
Interpretation-
The bar chart has been outlined above showing complaints being raise by CSR staffs. In
it, there are same parameters being identified in previous chart. Here, P4, P5 and P6 are found
most in delivery, wrong quantity, lost in transit and wrong product. This means that CSR staffs
are high as well (Giannakis and Papadopoulos, 2016).
Problem Definition
The problem can be defined here in all three aspects being given in the table of data analysis.
Complaint Types-
Root cause of failure of delivery was insufficient inventory on hand in the warehouse for
fulfilling customer demand on time. While, for wrong delivery, root cause can be defined as
wrong part pulled from stock in the warehouse, further, shipping clerk did not match part number
with shipper and certs (Rajeev et.al., 2017). While, for goods lost in transit, there might be poor
handling of goods during shipping causing it lost in transit.
Product family-
The product family has been criticised by customers. Root cause may be lack of
supervision in manufacturing the product or monitoring process was not done in righteous
manner.
Customer name-
The customers are also not happy with products. Root cause behind this might be lack of
offering top quality commodities to them and thus, satisfaction level is not accomplished (Ntabe
et.al., 2015).
Raised by CSR staff-
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The root cause behind CSR staff might be inadequate management or not having clear
assignment of duties among Board of Directors.
Solutions and Suggestions
The solutions and suggestions can be provided to company that are discussed below-
Complaint Types-
For adequate delivery, use of EOQ (Economic Order Quantity) model should be
exercised. This will help to replenish stock timely whenever; minimum stock goes below EOQ
level. On the other side, wrong delivery can be overcome by making warehouse layout so that
allocated duties can be performed within that layout (Ghosh and Shah, 2015). While, for
overcoming goods lost in transit, business should use equipment to allocate goods on respective
consignment so that damage may not be done, and it reaches to destination.
Product family-
It can be suggested to company that product family can be improved by initiating proper
marketing research so that manufacturing can be done accordingly. Thus, proper supervision
becomes possible and this helps to offer demanded goods to customers only leading to non-
wastage of money and resources for production (Lambert and Enz, 2017). This will help to make
maximum production at minimum cost which is technically most economical method for
company.
Customer name-
It can be suggested that customer’s data should be gathered through market research.
After that, customer-tailored goods should be made so that satisfaction level may be achieved.
This will eventually improve customer base and sales will increase (Mangan and Lalwani, 2016).
By making demanded goods, firm will be able to capture growth in the market and even explore
more of them to attain higher profits.
Raised by CSR staff-
The solution can be provided to organization that it should engage in healthy
management so that duties and responsibilities may be allocated in meeting of Board of
Directors. This will help in overcoming CSR issues with ease. In addition to this, adopting code
of business ethics and following health and safety at the workplace will ensure that CSR
responsibilities by organization.
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Conclusion
Hereby it can be concluded that supply chain issues are to be resolved at the earliest so
that customers may be satisfied with better services and items. Electronic firm has received
numerous complaints under different heads which are then defined with root causes and
solutions are provided to overcome them. Moreover, it can be analysed that business should
make modern equipment and machines to offer best quality products through vibrant supply
chain. This does not harm goods during transit and thus, commodity’s quality is not hampered in
any manner.
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References
Fernie, J. and Sparks, L., (2018). Logistics and retail management: emerging issues and new
challenges in the retail supply chain. Kogan page publishers.
Garg, K., Kannan, D., Diabat, A. and Jha, P. C., (2015). A multi-criteria optimization approach
to manage environmental issues in closed loop supply chain network design. Journal of Cleaner
Production, 100, pp.297-314.
Ghosh, D. and Shah, J., (2015). Supply chain analysis under green sensitive consumer demand
and cost sharing contract. International Journal of Production Economics, 164, pp.319-329.
Giannakis, M. and Papadopoulos, T., (2016). Supply chain sustainability: A risk management
approach. International Journal of Production Economics, 171, pp.455-470.
Lambert, D. M. and Enz, M. G., (2017). Issues in supply chain management: Progress and
potential. Industrial Marketing Management, 62, pp.1-16.
Mangan, J. and Lalwani, C. L., (2016). Global logistics and supply chain management. John
Wiley & Sons.
Ntabe, E. N., LeBel, L., Munson, A. D. and Santa-Eulalia, L. A., (2015). A systematic literature
review of the supply chain operations reference (SCOR) model application with special attention
to environmental issues. International Journal of Production Economics, 169, pp.310-332.
Rajeev, A., Pati, R.K., Padhi, S. S. and Govindan, K., (2017). Evolution of sustainability in
supply chain management: A literature review. Journal of Cleaner Production, 162, pp.299-314.
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