Customer Care Keynote @ Argyle Executive Forum
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Transcript of Customer Care Keynote @ Argyle Executive Forum
www.bostik.com
Transformation @ the Core Argyle Executive Forum
Keynote Presentation - Customer Care By Louis Cheung
Bostik Inc., an Arkema company
page 2
www.bostik.com
Supply Management
Logistics
Customer Service
Planning
page 4
Bostik celebrates 125 years Elastic Bonding
Hardwood Transportation
Hot-melt Pressure Sensitive
Packaging Baby diapers
Polymer Modified Binders
Flooring Waterproofing
Global Strategy
● Stepping-up of Bostik® as a global brand worldwide
Local Consumer Brands
page 5
Bostik became part of Arkema in February 2015 $8B, 19,000 employees, 140 plants, 13 RDC
2015 Merged with Arkema $8.1B, 19K employees, 140 plants, 13 RDC
Global and integrated industrial niches
● Fluorochemicals ● Hydrogen peroxide ● PMMA ● Thiochemicals
Industrial Specialties
World of high value and innovative solutions
● Fluoropolymers ● Organic peroxides ● Specialty polyamides ● Specialty Adhesives (BOSTIK)
High Performance Materials
Decorative paints, industrial coatings, acrylic application
● Acrylics ● Coating resins ● Rheology additives ● Photocure resins
Coating Solutions
page 6
Changed customer’s image of the new Bostik
Migration to one brand
A global brand that redefines the point of reference for our customers and end-users.
Bostik too
He is flexible
He is adaptive
Bostik too
He is open-minded
Bostik too
Peelable flooring adhesive system (Deconstruction)
page 11
Changed the narrative to shape new attitude & belief in Customer Quality
• Everyone has line of sight of his/her impact on customers.
• There is no such thing as an internal customer.
• Collaborate is about respect
• To do their jobs well, employees must learn about others
• Change the problem so that simple process can be just as effective.
• Quality is everyone’s responsibility.
• Customer Service and Salespeople care for external customers
• Internal customer
• Teams, teams, and teams
• Clearly define job perimeter and focus on doing my job well
• The great ones solve problems with sophisticated process and complex system
• Manufacturing takes care of product quality and delivery
page 12
Source Buy & Receive Schedule Make Distribute
& Ship Return Order & Forecast
Changed to an end-to-end business process management
that begins and ends with customers S&OP
Demand Capacity
Inventory
Customer & business process lead the conversation
page 13
Integrated Management Teams Executive Team
Business Teams Bostik Operation Leadership Team
Americas Supply Chain Leadership Team
Business Owner
Sale
s
Mar
ketin
g
Tech
nica
l Se
rvic
es
Fina
nce
Supp
ly
Cha
in
Ope
ratio
n
R&
D
Business Teams
ASCLT
BOLT
BU SC OP CFO HR CTO
page 14
Bostik Business Model
page 15
Bostik Business Model • Office of Continuous Improvement
• Training modules
• Use the concept, drop the jargon
• Problem solving tools
• Institutionalize project management
• Customer Teams
• Customer complaint (CIO) process and system
• Collaborative tools
page 16
Measure as the customers see it • On-time-in-full-R
• Order lead-time
• Customer complaint process (CIO)
• Response time
• Repeat rate
• Net promoter score
• $ Quality Index