Value Chain Engineering System Report: Analyzing Customer Complaints

This report, focused on value chain engineering, analyzes customer complaints to identify problems and propose solutions. The assignment examines various complaint types, including delivery issues, wrong quantities, and lost shipments, revealing weaknesses in the current supply chain. It highlights the impact of non-monitoring and inadequate delivery services on customer satisfaction. The report recommends implementing a comprehensive supply chain management system to address these issues, improve inventory control, and streamline the delivery process. The proposed system aims to enhance distribution strategies, warehouse design, and operational efficiency, ultimately reducing customer complaints and fostering brand loyalty. The report concludes that implementing the suggested supply chain management system is crucial for improving service quality and strengthening customer relationships.

Running head: VALUE CHAIN ENGINEERING SYSTEM Student Number:
Student Name:
Value Chain Engineering System
Name of the Student:
Name of the University:
Author’s Note:
Course ID:

VALUE CHAIN ENGINEERING SYSTEM Student Number:
Student Name:Executive Summary:
The assignment mainly focuses on identifying the overall problems that is faced by the
organisation regarding its customer complaints. The overall excel calculation could directly
help in identifying the numerous customer complaints that is received by CSR. Relevant
analysis of the customer complaints is conducted in the assignment, which could directly help
in finding out the problems and come up with relevant solutions. However, the latest supply
chain management system is mainly been recommended for the organisation, which could
help in controlling is inventory and eventually supporting the delivery and dispatch process
of the organisation. From the evaluation of the Complaints maximum of the customers main
complaint was about the delivery process that was being used by the organisation. This
mainly helped in identifying loopholes in its supply chain analysis.
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VALUE CHAIN ENGINEERING SYSTEM Student Number:
Student Name: Table of Contents
Introduction:...............................................................................................................................3
Task 1:........................................................................................................................................3
Task 2: Identifying the overall problem definition....................................................................3
Task 3: Suggestion and solution................................................................................................5
Conclusion:................................................................................................................................6
Reference and Bibliography:......................................................................................................7
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VALUE CHAIN ENGINEERING SYSTEM Student Number:
Student Name:
Introduction:
The overall assignment mainly aims in evaluating the different ranges of customer
complaints that is imposed by whole sales, retailers, and end users. In addition, the overall
complaints that are imposed by the customers could directly be identified from relevant excel
valuation. The overall excel calculation could directly help in identifying the numerous
customer complaints that is received by CSR. Relevant analysis of the customer complaints is
conducted in the assignment, which could directly help in finding out the problems and come
up with relevant solutions.
Task 1:
Refer to excel file
Task 2: Identifying the overall problem definition
The overall problems that are identified from the evaluation of the data are mainly
depicted as follows.
Complaint types Count of Complaint ID
Delivery 233
Wrong Quantity 136
Lost In Transit 127
Wrong Product 118
Packaging 36
Poor Response 33
Damaged 18
Quality of workmanship 8
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VALUE CHAIN ENGINEERING SYSTEM Student Number:
Student Name:Invoice Error 7
Other 3
Grand Total 719
The above table mainly depicts the relevant problems in terms of complaints that is
been conducted by customers of the company. In addition, the overall count in complaints
that is identified from the above table is delivery, wrong quantity and lost in transition could
be identified from the complaints conducted by customers. Therefore, the overall identified
complaints are mainly hampering the overall productivity and profitability of the company.
The overall delivery, wrong quantity and lost in transition is mainly identified, as three
problems in terms of complaint types, product family, and customer and CSR staff. The
overall reason behind the cause of these problems is mainly depicted as follows.
Non- monitoring:
The relevant factors, which could directly increase the chance of problems is
identified from the evaluation of complaints. The non monitoring process is mainly
conducted by the organisation, which is directly increasing problems of wrong quantity in the
delivered parcel. This is mainly conducted due to the non monitoring process that is currently
being deployed by the organisation. The use of adequate non monitoring process could have
allowed the organisation to check the overall package before dispatching it for delivery
(Christopher and Fernando 2015).
Wrong medium of delivery service:
The overall delivery service that is used by the organisation is relevantly not adequate,
as it is directly increasing the customer complaints. The maximum customer complaints are
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VALUE CHAIN ENGINEERING SYSTEM Student Number:
Student Name:mainly on the delivery that is conducted by the organisation. In addition, the third largest
complaint is coming from the Lost in transit when products are in the delivery process. Both
the problems are directing towards the weak delivery process that is used by the organisation
for completing it sales transactions. Therefore, relevant changes in the delivery process would
eventually help in reducing the customer complaints and increasing trust of the customers for
the services provided by the organisation (Ramesh, Baul and Srinivasan 2016).
Task 3: Suggestion and solution
They are identified problems of the overall supply chain of the organisation could mainly
be reduced by implementing adequate supply chain management system. The supply chain
management system would eventually help in improving the relevant services of the
organisation which are depicted as follows.
 Distribution strategy
 Warehouse design project management
 Computer simulation
 Technical seminars
 Operational commissioning
 Computer system
 Operation analysis and design material handling
 Operational improvements
 Distribution management
The identified measures that could be used in the overall supply chain management
system could eventually help the organisation to minimise the problems affecting customer
relationship. In addition, the supply chain management system could also help in adequately
minimising all the relevant problems that is identified from the complaint lodged by
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VALUE CHAIN ENGINEERING SYSTEM Student Number:
Student Name:customers. This could eventually allow the organisation to increase customer relationship,
which in turn could increase brand loyalty. The identified DC process such as Inbound or
receiving (DC/warehouse inbound), Put away and operations, Warehouse Layout, Outbound
or dispatch (DC/warehouse outbound), Warehouse Staffs, Machines (Forklifts, pallet Jack,
etc.), Equipment could directly be improved by implementing the suggested supply chain
management system. The relevant supply chain management system could eventually allow
the organisation to reduce the customer complaint and improve its service quality. Ahi and
Searcy (2013) mentioned that use of adequate supply chain management system could
eventually allow organisation to manage its inventory and dispatch of products to its
customer. In this context, Christopher (2016) further stated that supply chain management
system also allows the organisation to plan for its inventory and use advanced technology for
confirming all orders before dispatch.
Conclusion:
The assignment mainly helps in identifying the relevant problems that is hindering
progress of the organisation. The identified customer complaints depict the relevant problem
that is faced by the organisation, which is mainly directing towards its inadequate inventory
system. However, the latest supply chain management system is mainly been recommended
for the organisation, which could help in controlling is inventory and eventually supporting
the delivery and dispatch process of the organisation. From the evaluation of the Complaints
maximum of the customers main complaint was about the delivery process that was being
used by the organisation. This mainly helped in identifying loopholes in its supply chain
analysis.
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VALUE CHAIN ENGINEERING SYSTEM Student Number:
Student Name:
Reference and Bibliography:
Ahi, P. and Searcy, C., 2013. A comparative literature analysis of definitions for green and
sustainable supply chain management. Journal of Cleaner Production, 52, pp.329-341.
Brettel, M., Friederichsen, N., Keller, M. and Rosenberg, M., 2014. How virtualization,
decentralization and network building change the manufacturing landscape: An industry 4.0
perspective. International Journal of Mechanical, Industrial Science and Engineering, 8(1),
pp.37-44.
Christopher, A. and Fernando, S., 2015. Benefits of cost engineering enabled by value stream
mappings: Learnings from a die casting value chain with multiple suppliers.
Christopher, M., 2016. Logistics & supply chain management. Pearson UK.
Kannan, D., Khodaverdi, R., Olfat, L., Jafarian, A. and Diabat, A., 2013. Integrated fuzzy
multi criteria decision making method and multi-objective programming approach for
supplier selection and order allocation in a green supply chain. Journal of Cleaner
Production, 47, pp.355-367.
Lee, C., Kang, H., Lee, W., Kim, T., Kim, K.H., Woo, H.Y., Wang, C. and Kim, B.J., 2015.
High‐Performance All‐Polymer Solar Cells Via Side‐Chain Engineering of the Polymer
Acceptor: The Importance of the Polymer Packing Structure and the Nanoscale Blend
Morphology. Advanced Materials, 27(15), pp.2466-2471.
Ramesh, B., Baul, U. and Srinivasan, V., 2016. An approach to bolster up the logistic link of
supply chain in cement industries through value engineering techniques. Indian Concrete
Journal, p.79.
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VALUE CHAIN ENGINEERING SYSTEM Student Number:
Student Name:Siham, L., Jean-Claude, B., Laurent, G., Yves, D. and Zied, J., 2015, May. Designing supply
chain performance measurement and management systems: A systemic perspective.
In Advanced Logistics and Transport (ICALT), 2015 4th International Conference on (pp.
211-216). IEEE.
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