You are a supply chain analyst employed by an electronic company to analyze data and find out problems and suggest solutions. The data in the spreadsheet is pulled out from ERP system of the company which is active in the electronic industry. They got 20,000 Square meter distribution center (DC) with local and international customers. The company’s suppliers send products from overseas and domestic locations. They have different ranges of customers from whole sales, retailers and end-users. The DC/warehouse have 30,000 stock keeping units (SKU), material and lifts machines and other equipment. The warehouse staffs are including DC Manager, supply chain analyst, inbound and outbound supervisors and 50 employees.
Recently they have received numerous customer complaints which make sales and customer service representative (CSR) department sick of hearing angry customers’ voice. Your manger has asked you to analyze the customer complaints data to find out problems and come up with solutions.
You need to analyze the data with Microsoft Excel software for several sub tasks below:
After data analysis, find out top 3 problems in terms of complaint types, product family, and customer and CSR staff respectively. Provide your cause root analysis for these problems to find out what are the reasons causing these problems.
After defining the problems, provide your solutions and methodologies to your manger. Your solutions should be extracted from recent scholarly books/articles/reports (in the past three to five years) and cause root analysis and might address the following DC processes including:
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