Research Report: Analysis of Value Chain Engineering System

This report presents an analysis of a value chain engineering system, focusing on customer complaints and their root causes. The analysis examines various aspects, including customer-wise complaints, complaint types, product family issues, and CSR staff performance. The study reveals that delivery, quantity discrepancies, and transit-related problems are the primary drivers of customer dissatisfaction. The report suggests solutions such as barcode implementation, checklist creation, and interdepartmental cooperation to improve supply chain management and enhance customer service. The conclusion emphasizes the importance of integrating delivery and after-sales services with production to reduce customer complaints.

Value chain engineering system
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Analysis and written research report

Value chain engineering system
Contents
Problem Definition..........................................................................................................................2
Suggestion and solution...................................................................................................................6
Conclusion.......................................................................................................................................6
Bibliography....................................................................................................................................7
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Value chain engineering system
Problem Definition
The customer complain are recorded in database has different dimension of visualize the
relationship of complain with various aspect. We will analyse one by one to see which part is
more responsible for making the customer unhappy
The customers complain reveals that the highest customer complaint done by customer C4
followed C3, The number of complain for C4 is 19 and after that it is 8 for C8, In this condition
we can say that out 720 complaint this amount is very less, and another thing is that rest of the
complaint done by the customers are almost evenly distributed to 4 complaint per customer. This
analysis shows that there is some problem which is not related to customer side but it is from
product side
C4 C37 C43 C21 C132C130 C67 C92 C53 C66 C79 C91 C175C181C229C246C251C205C211
0
5
10
15
20
Customerwise complaint
Figure 1 Chart, customerwise
We have to find other way of analysing the database which is more from product side. It is
always true that, all customers are not going to complain about product. Only one third of the
customer are making complain about and they are genuine also (Gilmore, 2010).
0
100
200
complaint type, Bar graph
Figure 2 Bar graph of complaint type
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Value chain engineering system
We have to look another aspect and it can be type of complain as given in database
The graph of complaint type describes that, about 70 per cent of customer is related with first
three reasons; these reasons are delivery, wrong quantity and Lost in transit related complaints, It
good idea to look for all the data, but if we look for root cause of problem we have to see the top
most reason for complaint and these three are comes under it. It is also true that 68 per cent of
customer though is they are not been taken care by supplier (Flynn, 2014).
The third one comes in this category is loss in transit, generally material is transported by third
party and due to competitive market they are also in rush of transferring the material as fast as
possible. This reason is making most the mistakes during transit; internal transit also makes some
damage to material (Gomes, 2011).
After visual of bar graph related with product family it is clear that This graph identical with
customer wise, the and lowest is 55 and 48 respectively, this also suggest that The complaint is
not related with one particular product rather it is also distributed among all product. The product
wise average complain is also similar to lowest one.
In order to achieve the excellence customer service we have to interpret ate all aspect of
problem, even a smaller one. A small problem can cause big mistake in the area of supply chain
(Gomes, 2011).
PF12
PF10
PF2
PF8
PF7
PF14
PF3
PF1
PF4
PF15
PF11
PF5
PF9
PF13
PF6
0
20
40
60
80
Bar Graph, Product Family
Figure 3 - Product family wise bar graph
It is general custom of assumption about customer that, they knows about the product very well,
handling and damage also occurs from another side also which is causing complaint against us.
The analysis regarding CSR staff not very effective as compared to product family, The CSR
staff group having five members and each member are related with 150 customer complaints
which related with almost even distribution.
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Value chain engineering system
P4 P2 P6 P5 P8 P3 P1 P7 P10 P9
0
20
40
60
80
100
120
CSR staff , Bar Graph
Figure 4 CSR staff wise bar graph
Suggestion and solution
Out of the four different analyses, my suggestion is that we have to look for product wise
categories, because entire reason in this category has paramount importance the other reason
except there is also very crucial for complaint management, and attending these category we can
generate more fruitful results than other categories.
The first and foremost thing we have to apply check on entire movement of supply chain,
barcoding is good option, tracking of material through information system is also very helpful in
reducing delivery complain.
We can also implement checklist at various stage so that important things cannot be passed
unattended. Check list while receiving the martial to warehouse, checklist while placing the
material in warehouse, most important thing checklist for packing configuration used for
product, whether it is as per customer requirement or not. Each and every root cause should be
embedded with the key performance indicator; it is measurement tool of quality of product or
services for success for an organization. It is not only implemented in warehouse but also in
production area of the company (Gulc, 2017).
Inter departmental cooperation is important thing when it is related to outstanding customer
service. For this purpose the logistic, the operation should be designed in such a way that both
are integrated and only serve the purpose of customer satisfaction. This was first modelled in
1989 by Mentzer and it is being known as Mentzer, Gomes and Krapfel model. (Laing, 2012).
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Value chain engineering system
Conclusion
The above analysis and suggestion concluded in such a ways that, the importance of delivery and
after sales services also having same importance as production. Therefore, better integration
between these two and involving shop floor person in improvement is the key idea of reducing
customer complaints in any department.
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Bibliography
Flynn, B. (2014). lobal Supply Chain Quality Management (1st ed.). New York: CRC
publication.
Gilmore, A. (2010). Services Marketing and Management (2nd ed.). London: Sage Publication.
Gomes, R. (2011). Physical Distribution Service. Jams, 1(1), 1-10.
Gulc, A. (2017). Models and Methods of Measuring the Quality of Logistic Service. Project, and
Production Management, 255(264), 1-10.
Laing, A. (2012). Managing and Marketing Health Services (2nd ed.). London: Thomson.
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