Fix and Found

What happens when you find an operational deficiency, you investigate options, implement changes and then find that your challenges were bigger than you originally thought?

 

One day long ago your organization struggled with manual processing and systems that did not work well together.  A hodge-podge of separate systems, inefficiencies, duplication of effort and accuracy issues. 

 

Your struggles led you on a path of discovery.  You took a serious look at yourself to see what your business does to generate revenue, how it operates and what changes could be made to drive new efficiencies and profitability.  After a period of elimination you made a selection of a new Enterprise Resource Planning (ERP) solution to address and fix the challenges.

 

The changes worked their magic and after all the pain of transition everything seemed to work well and then your company started to grow even more.  The old systems were, in fact, a constraint on growth.

 

What you found was that your focus was on the greatest pain in your operations.  Good place to start.  Fix the pain and move on.  What happens when your remove one bottleneck? 

 

Growth.

 

Great, but what about your ERP solution?  What about the next bottleneck?

 

Was the solution you took so much time to choose able to address this new growth?  It was designed to address your biggest challenge.  Your business grew and along the way you discovered that your new solution allowed you to fix and address other challenges that you did not realize were actually impacting business. 

 

Your business grew even more.

 

Really great, but what about your ERP solution?

 

A great, not just good, partnership with your ERP solution provider is a key ingredient in success.  A smart solution provider will take the time to ensure that your solution will not only fix your current issues, but will also tap their experience to know where you next struggle threshold will likely occur and ensure the solution provided will grow with your growth. 

 

A really good find is when the solution that you selected has the ability to address new challenges that will inevitably show up and grow with you. 

 

The solution enabled you to grow and grew with you.

 

You have a mutually beneficial relationship with your ERP solution provider.  Both of your futures depend on your success.  If they do not have that commitment then what investment are you really making?

 

Dolvin Consulting works with industry experts to help you identify your current and future challenges and then helps you select the right solution.  The process starts with a self assessment and evaluation of how you are currently operating.  You then need to picture what life would be like with a new solution.  Your business needs to know where you are today and where you want to end up.  It is how we roadmap a solution for the future.  Contact us today to start the conversation.  We care and are here to help.   Let us show you the roadmap to growth.

 

Warehouse Management System Best Practices

To ensure the accuracy of information processed at an organization Warehouse Management Solutions (WMS) need to include both hardware and software.  Newer systems are used to manage product services, such as shipping, receiving, inventory management, product or service layout, staff, bins, and purchasing.

 

Having the right solution in place is an integral component to organizing and managing the supply chain and is crucial to the success of overall business.  Having the appropriate software simplifies inventory processing through automation, thus ensuring tight control and lot tracking at all levels of warehouse management that meets industry-specific regulations and institutional requirements.

 

Common mistakes can make it challenging to maintain a successful warehouse operation even when WMS tools are being used.  Common problems include failure to put in place an efficient warehouse layout best suited to the products being handled, lack of knowledge of the inventory on hand, and inadequate preparation and training of personnel.

 

Having a logical warehouse layout is paramount to the success of any warehouse solution.  Location and paths should be organized to facilitate efficient routes.  The most popular and fastest moving items should be easily located and accessed.  The location of all products should be clearly defined and not scattered throughout the facility.  Trouble in finding products can cause delays and errors in product shipment.

 

Creating a logical naming and sequencing plan along with barcodes for efficient mechanical reading is a foundational steps in organizing a warehouse.  Special attention needs to be taken in the planning phase to ensure products are located where they can be picked efficiently.  It does not mean you have to rearrange your entire warehouse, but small incremental changes add to a cumulative benefit.

 

Accurate perpetual inventory and knowledgeable staff will help in this planning stage.  For example, by placing higher moving products near picking lanes that are close to shipping areas and placing bulk areas in a location to facilitate bin replenishment.   

 

A good WMS will show how well a system is performing and product movement.

 

WMS challenges increase when there are date sensitive products such as found in food or pharma industries.  Compliance regulations make it critical to keep accurate records of date tracking, handling and product movement.  No customer wants to receive an outdated or expired product.

 

Staff ultimately plays one of the most important roles in increasing operational efficiency.  Providing training is critical, but so is listening to the people that actually walk or ride the floors.  Their input is invaluable in indentifying any unique requirements.  Enlisting the help of a trusted advisor will help to identify your organizations strengths and weaknesses. 

 

Organizing and managing inventory begins with a detailed look at what you are doing and why you are doing and how you utilize your available resources.  A good match between your organization and a warehouse management system is more than picking up a software box at your local office supply store. 

 

The WMS system should integrate well with your Enterprise Resource Planning (ERP) system.  Seamless passing of information between systems is a critical component and this integration.  Consider also the other components of your operations such as bar code scanners, radio frequency equipment, data collection equipment and where or what this equipment connects to or monitors.

 

There are a lot of components to connect and integrate in any operation.  The key is building a solid foundation to build upon.  A flexible ERP system with expansion modules that include WMS and other key components that match your departmental and functional roles is a great place to start.  But what happens if you already have a system in place and the complexity of adding more components is too great? 

 

This is where finding and selecting a trusted advisor will help.  A fresh set of eyes to look at your operations in a way no insider can see is helpful.  Accepting new points of view is the hard part. 

 

At Dolvin Consulting we work with industry experts to give you new perspectives on business-as-usual.  Contact us today to see how we can help. 

 

What ways do you evaluate trusted advisors and new solutions?  Please share your experiences with our readers.

Streamlining Manufacturing Processes and Improving Inventory Management

Any organization that handles inventory at any significant level will struggle at one point or another with inventory control and warehouse management.  Operations start normally enough and growth is accommodated fairly well until a trigger happens.  That trigger can be any number of changes.  They may include a merger or acquisition, new product line, updated manufacturing, new demand or market penetration.

 

 

As business grows the need to address multiple customer and separate industry segments at the same time are examples of growth that many systems cannot handle well.  A given system may have been designed to work with a single industry and its unique needs, but may not scale well to accommodate new industry segments.

 

What happens when there are new lines of business that have different requirements?

 

It becomes increasingly critical to streamline and manage the massive amounts of information being transmitted and processed from various locations such as customers, billing departments, technicians, trucks, and more when hundreds of organizations in a variety of industries rely on your systems for its equipment and supplies services,

 

A common constraint in many older Enterprise Resource Planning (ERP) systems is their limited ability to efficiently and cost-effectively perform critical every day sales and service functions. 

 

These older systems tend to be very labor intensive and involve too much paperwork.  These constraints are multiplied when there is a mobile sales force that needs to have printed materials before traveling to customer locations.  This information has a tendency to go out of date quickly so that Salesreps would not have a clear snapshot of what products customers were using, what they were already billed for and what they already paid.  Delays in billing amplified the gap.

 

Recognizing that your current service billing and inventory processes are leading to increased costs is a first step in finding a solution that will reduce costs and streamline operations.  

 

You first have to recognize you have a problem before you can find a solution. 

 

Finding a system with real-time visibility of its data that has the ability to present it in a meaningful way is a critical step to moving forward and being more competitive.

 

To address efficiency issues companies need to find solutions that help to automate and integrate all of its ERP processes and provide an accurate, real-time view and control of the organization’s customer and inventory data.  Adding to the complexity are businesses that have manufacturing processing to integrate as well.  

 

Any new solution will certainly need easy deployment and real-time data discovery which will result in increased customer satisfaction.  Leveraging mobile technologies is often a key factor especially when a mobile sales force must be supported.  Mobility is important not only in extracting information, but also in updating the backend ERP system automatically.  Tasks such as invoicing can be done directly and automatically through handheld devices to eliminate the expense of time delays, postage and inefficient paper processing.

 

Implementation any new system can have its challenges.  When change is embraced in an organization the process can be seamless and quick.  Seamless integration of the entire organization will provide a seamless view of all data.

 

Key benefits and results of a comprehensive and fully integrated solution can include:

Rapid implementation.

Seamless integration.

More efficient and up-to-the-minute inventory management.

Real-time accounts receivable control and inventory updates.

Transition from paper to electronic records/management.

Reduction of human error, manual processes and employee resources.

Automatic printing of needed forms.

Real time updates and adjustments.

Reduction of operational costs.

 

Working with a responsive ERP solution provider that takes the time to listen and truly understand your challenges is invaluable.  Access to the leadership of that solution provider is equally important.  Having the ability to developing a flexible solution without rewriting the system can transform the way you automate and streamline your organization.   

 

Transformation.

 

How have ERP solutions transformed your operations?  How have implementations of new solutions increased efficiencies, reduced costs and increased profitability in your organization?  We would like to know.  Please share your successes and failures with our readers.

 

Dolvin Consulting works with industry experts to help you find the right solutions that will fit your business and your operational culture.  Contact us today to see how we can help.

 

With truly automated operations and real-time access to critical data, you will be able to offer your customers outstanding service and support that will truly set you apart from your competition.

 

Customer Commitment

Customer commitment is often associated with customer service and vice versa.  Whatever business service or product your company provides, whatever product or service your company purchases, customer service and the relationships surrounding those offerings are paramount to success. 

 

How do you like to be treated?  Many organizations make statements on their web sites and brochures about customer service being their priority.  They most certainly expect equal or better service on their purchases.  But, how well do they actually deliver? 

 

Does your organization give as well as it gets?

 

Customers and those serving them need access to accurate real-time information.

Product and stock status availability.

Delivery time frames.

Invoice status.

Sales history.

Buying patterns.

Sales force automation toolset.

Contact Relationship Management (CRM) database.

 

In regards to Enterprise Resource Planning (ERP) solutions, what tools are in place to track and measure service levels?  Is your organization investing in your own infrastructure so that your staff will have the tools and resources necessary to answer customer inquiries and solve issues?

 

Are you getting the following from your ERP supplier?

 

Totally committed to your needs.

Providing the best possible support.

Maintaining technological superiority.

Will work to keep your company on the leading edge with the latest advancements.

Continue to offer real value, now and for the future.

Offer each client personalized, world-class service.

 

ERP solutions work when they are embraced and allowed to work. 

 

ERP software is organized into modules.  These modules are designed around departmental and/or functional company roles.  For example, Finance department consisting of General Ledger, Accounts Payable, and Accounts Receivable.  A functional role might include Procurement which overlaps Purchasing, Inventory, Warehouse Management and Sales Analysis.

 

All ERP application modules are designed to work together to enable better customer service.  Not all departments have direct customer contact, but all contribute to the overall operational efficiency of the organization. The customer service department and sales force are examples of two departments that do have direct customer contact and highlight the need for real time information.  Purchasing and procurement also have direct contact with the supply chain and also need quick access to accurate information.

 

ERP solutions work better when you trust them to do the jobs they are intended to do. 

 

Trouble can creep in a number of different ways, like when too many modifications are made.  Modifications can be an indication that the particular solution selected is not the right solution.  It does not mean that it is not a good solution, it just means that it is not a good fit for a particular business model.

 

Different business types need different solutions. 

 

Businesses need solutions that are tailored for their particular method of operation.  Just like automobiles, some need a fuel efficient model, some need luxury and comfort, while others need the ability to haul big loads.  They are all good vehicles, it is just each is designed and optimized for a different primary purpose. 

 

Whatever solution your company utilizes now or is considering, the one underlying principal that must be considered is how well will the solution enables your organization to deliver great customer service.  In what way will that improve with a replacement or upgrade?  A lot of effort goes into selecting and implementing a new solution.  Customer service and the tools associated with the collection, analysis and delivery of that information in a useful format must be first and foremost.

 

What changes are you considering?  What features and functions are important to your organization?  How are you preparing for change?  In what way do you measure improvement and success?

 

We would like you to share your thoughts and suggestions.  For additional help, contact Dolvin Consulting.  We team with industry experts to provide you with great customer service.

 

Warehouse Management

There is a difference between inventory control and a Warehouse Management System (WMS).  Inventory systems keep track of product information, locations, and quantities.  WMS systems keep track of the movement of inventory.  An inclusive Enterprise Resource Planning (ERP) solution incorporates both. 

 

ERP is designed to integrate the entire organization.   That is where the drive to efficiency is able to achieve its Return on Investment (ROI).  It is the way the right hand knows what the left hand is doing.  The brain of the system like the brain in your body is right in the middle, top front.  It collects and coordinates the information it receives from its various sources, analyzes that information and provides feedback. 

 

Warehouse management systems help in managing the supply chain and tracking the movement of inventory from receipt, put-away, movement and replenishment, to pick pack and ship operations and cycle and inventory counting.  Technology is the backbone that, when implemented with the right strategy, delivers the efficiency needed to compete and ultimately deliver better customer satisfaction.

 

Monitoring warehouse activity in real-time, minimizing entry errors through automation, collecting data to measure efficiency of operations and labor are important aspects of any WMS system.

 

In order to make intelligent decisions, management needs access to as real-time information as possible.  Too much happens too quickly to have to wait hours, days or weeks to get critical information and decipher that information.  ERP systems when properly implemented are able to furnish this information in a format that makes sense.  Managers need to know what their employees are doing, where there are bottlenecks and how to address those issues.

 

Some of the benefits of WMS systems include (in real-time):

• Verifying receipts against purchase orders at the time of receipt. 
• Verifying picked items and quantities against customer orders before shipment.
• Keeping track of batches, lots and serial numbers. 
• Bar-coded inventory. 
• Tracking inventory by the piece, case or pallet. 
• Measuring employee productivity.
• Optimizing picking for single or multiple orders.
• Integration with common carrier systems to capture box information and tracking numbers.
• Customer returns tracking.
• Work-in-progress tracking.
• Production posting.
• Replenishment activities.
• Count-back verification.

WMS information can be used to properly organize the physical locations and pick order to increase employee productivity and accuracy.

 

More efficiency opportunities. 

 

More accuracy opportunities.

 

At first glance it might seem that implementing a WMS system would be too complicated for your workforce and if it could be implemented, the processing would slow down.  Do not underestimate your workforce when you enable them with the proper tools to get their jobs done.

 

For example, count back systems generate confidence in picking operations, because workers learn that they can trust the system to identify where the inventory is located and that the right quantities exist.  They learn the system recommends the right product placement so the do not have to waste time going back and forth to pick orders.  Compare that with an order that was picked and shipped incorrectly.  What happens to customer confidence in your operations?  How will management look at employee productivity?  What costs are incurred by the customer service and finance department, because they have to take care of upset or disappointed customers?  How much time does it take away from their other tasks? How much time does it take to create the return authorization, process the credit, create a new priority replacement order and absorb the associated and expedited return and replacement shipping costs?

 

Greater, more accurate throughput, inventory turns and employee productivity.

 

How is your organization taking advantage of WMS?  What efficiencies did you discover that you did not realize that you would have before implementing your WMS solution?  What solution works for your environment?   Is it a separate system or a fully integrated solution?

 

Contact us today to share your knowledge.  Your fellow readers would like to know.  We are here to help.  Dolvin Consulting works with industry leaders to help you help your organization with knowledge and industry resources.

 

ERP Help for Customer Service

Sales Force automation provides an Enterprise wide information solution that connects and integrates sales process with other business operations.

 

 Ideal for organizations that have questions or concerns with:

·         Their level of confidence on lead follow up?

·         Happy with their level of customer support?

·         Having the right information to sell your products?

 

Typical and necessary components of a Customer Relationship Management (CRM) system include the ability for sales reps and management to track and record all customer transactions from start to finish and then follow through on them.  Periodic review of current leads, conversion of leads to prospects, and then prospects to customers.  Management of contacts and account opportunities by tracking every interaction with all accounts, logging calls, creating to-dos, follow-ups, and adding status notes.

 

Sales Force automation software helps to drives new business by helping your sales team make the most of their sales calls.  A solution that provides real-time access to customer, prospect, and inventory information to streamline the sales process, help you increase sales, and build stronger, long-lasting relationships.

 

Real time access to customer and product information anytime, anywhere.  Search products, check availability and pricing, related products and current promotions.  Enter quotes and orders, provide valuable customer feedback. 

 

Including an Analytics solution increases awareness of customer trends and needs which allows faster response to customer issues and opportunities.

 

It is all about your relationships and having a CRM and Analytics solution fully integrated with your Enterprise Resource Planning (ERP) solution is the next generation solution and often missed component in delivering great customer service. 

 

There are many stand alone solutions and sometimes they make sense, but too often the cost of integration and missing links have untold inefficiencies that bog down operational efficiency.  Separate systems do not always have the ability to integrate product inquiries and order entry.  Separate systems often stop after the prospect becomes a customer.  What happens after the first sale?  Who or how takes over from that point?  Who manages the relationship then?

 

Empower your sales team with the tools they need to drive more business and make your customers happier.  Contact Dolvin Consulting today to see how integration of your operations will save you time and money.

ERP, CRM and why it matters

It is all about the relationships.  This is a universal truth about life and business, personal and professional relationships.  Who do you like?  Why do you pick one solution over another, even if the solution costs more?  Within bounds, it you have multiple solution choices that accomplish the same result, why is one a better choice?  Do you think it has anything to do with the people involved?

 

People do business with people they like and are most like them.  That is how the saying goes and there are a few things we can take from that statement.  

• One, the key word is “People” in the statement.  There might be some “stuff” involved in a business transaction, but it is the people that sign the papers, it is people that deliver the stuff, it is people that use the stuff and order more of it. 
• Two, all anyone has to do to validate this statement is look at any transaction they have made in which they needed to consult with someone.  Why did you ask, what did you ask, whose solution did you select? 
• Three, “are most like them”, is key too.  We all know what it is like to show up to a gathering either too casual or too formal.  Our relationships are similar.  We are just naturally attracted to people that are like ourselves, talk like we do, dress like we do and we feel understand us and our needs and the impact on our lives the proposed solution addresses.

Any tool that helps an organization manage customer relationships, which help your organization deliverer superior service and follow up and tracks the details will help.  In the software realm the main application that ties together the details is called Contact Relationship Management (CRM).  There are a great number of solutions in this area.  Some are housed in the Cloud and some are operated on-premise.   Many have customizable interfaces and workflows, but they all at some level track and manage the conversations between prospect and solution.

 

In the Enterprise Resource Planning (ERP) solution world many solution providers provide links and interfaces so that you can incorporate their solution with your ERP solution.  This can be a good thing in the case where there is no native solution or the solution lacks the feature and function needed to manage the prospect relationships.  There are different levels of functionality that is needed and it varies from one organization to another. 

 

When you consider that and ERP solution’s purpose is to integrate the enterprise, then an integrated CRM solution is generally preferred assuming again that it has the features that are needed.  In some cases it makes sense to integrate third party solutions.  The other party that creates the add-on application is dedicated to that solution and its functionality.  If that solution provider works directly with the ERP provider to integrate the solution and provide support, then you typically have the foundation needed to keep your people productive while they solution provider keeps everything working as designed.

 

Here is a major functional thought to consider.  Many CRM applications do a very good job of managing the sales process.  From prospecting and lead generation, communications tracking, to prospect sales funnel, to sale and the transition to customer.  Great.  What happens to the relationship management after the prospect becomes a customer?  At this point in time that role is typically relegated to the customer service department.  Also great.  But, there is an inherent disconnect from the suspect, prospect, sales to customer.

 

There should be an equal or greater emphasis on post customer sale effort.  It may take some work and effort, but most would agree that it is easier to maintain your customers than acquire new customers.

 

A fully featured CRM application integrated with your ERP solution provides the opportunity to continue to manage and track your customer relationships after your prospect becomes a customer.  This is no small feature.  It is important.  How great would it be to be able to review all of your interactions with your customers including phone calls, emails, and sales?  How much better would your sales force be if you could routinely and easily tag customers that have purchased a particular product and let them know about sales, complimentary items and other special offers?

 

In a traditional sales process a suspect is identified, after they are a suspect they become a prospect, a match to a product or service is made which is called an opportunity and then hopefully a deal is made and if they make a purchase, they become a customer.  Problem here is that this process needs to be repeated over and over again.

 

Loyalty programs are a typical way to bridge the gap, but these are still one-time purchases.  Relationship building applications like an integrated CRM application module helps to change this to a recurring interaction and a fuller relationship.   Remember the relationship drives the decisions.  

 

 

The better and longer you maintain the relationship, the better for both parties.

 

If you want to realize the full value of the relationship, then you need to create personal connections, exceed expectations and become their trusted advisor.  The relationships are built over a period of time in which each interaction deepens the bond.  They learn to trust you, because you recommend the right solution and not just the most profitable one.  You have their best interest at heart.

 

Some feature criteria you may want to consider and questions to ask may include how seamlessly does the solution integrate with your ERP solution.  What components do you need to consider on calculating its Total Cost of Ownership (TCO)?  What is the typical Return On Investment (ROI) time period?  This information can give you an indication of what it is costing you to not make changes.  What impact will it have on your technology staff?  How much time and effort is needed to train your workforce and implement the solution?  How easily is it configured?  What options do you have or are you locked into the delivered feature set?  What commitment does the developer have to you as a customer?  What changes and updates are planned to enhance the product in the future? 

 

Have you outgrown your existing solution?  Has your business grown to the point that the solution that once did a great job is now hindering your growth?  How well does your existing or proposed new solution enable growth in new markets?  Is the new solution in scale with the rest of your systems?

 

Dolvin Consulting works with industry experts to bring enterprise grade solutions to your challenges.  Start our conversation by contacting us today to see how we can help.