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Case Study:
Lafarge Tarmac

On time delivery increased by 5%

We have evaluated our approach and are now managing our customer more proactively on a daily basis. By having a cross functional team focused daily on customer service we now ensure that everyone is thinking about customer impact with every activity they do. We have broken down silos, and with the daily focus on the measures, are able to head off and deal with issues before they escalate into a situation which the customer has had no alternative but to lodge a complaint. The results speak for themselves.

Ian Smith, Logistic Manager
Lafarge Tarmac Aggs & Asphalt North Division

 

Results:

  • £150k reduction in customer error costs
  • 5% increase in on-time delivery
  • Improved responsiveness to customers by 80% reduction in dropped calls
  • Haulier queries reduced by over 75%

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Why
  • £200k in service complaint costs
  • On-time delivery performance below target
  • Opportunities to improve processes identified
What
  • Daily review focused on value stream areas
  • Roles and responsibilities clearly defined
  • Daily practices impacting customer service measured against targets
  • Visual management
  • Action teams focused on key under-performing areas
How
  • “The process really helped me understand the issues and priorities. It gave the team greater understanding, and gave me the skills to delegate actions and stop the firefighting that was going on.”

Dean McGargill
Supervisor

Why

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What

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How

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