Optimized Ordering Process Leads to More Efficient Customer Care Engagement in Taiwan

Time is often equated with money and any improvement in efficiency can make a significant impact. In the case of the DKSH’s Customer Care Engagement team, a remarkable transformation has taken place. We achieved two critical goals: speeding up operations and enhancing accuracy.

The DKSH Customer Care Engagement (CCE) team in Taiwan is responsible for ordering, processing, and completing over 4,000 daily orders throughout the market. The CCE also supports four external party logistics clients and credit control.

Challenge

Previously, the CCE team took a long time handling the order process and needed to check and verify many times before uploading it into the system. This affects the service value to clients.

This is due to many of our healthcare clients' services being tailor-made and involving manual processes. Therefore, we needed to refine the modular operational SOP for CCE to better manage the process in a standardized approach and minimize process deviations.

Other challenges included receiving diversified ordering resources and order variables requested by clients. This impacted the lead time of the team in the distribution center and caused inefficient operations for the entire supply chain process flow.

Approach

We initiated the project by undertaking a detailed study of the existing situation and the barriers clients encountered. We then applied continuous improvement concepts to optimize the CCE order-taking process.

We included productivity-driven tools like Power BI dashboard, real-time data monitoring, industrial engineering, and developing autonomous process solutions at the system level.

Result

As a result, the CCE team is now able to complete order-taking in a much faster time and with increased accuracy. This has delivered a 20 percent increase in productivity per day versus the previous process used before the optimization project.

The strong cooperation between the DKSH team and our stakeholders made this collaboration and project implementation a huge success. We were able to deliver excellent operations and it is down to the team to deliver great results.

Allyson Huang, Director, Customer Care