Implementation of time-defined deliveries to financial institutions

Retail (IT solutions)

Manager:

Mr.W. S.

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  • Customer:

    Confidential

  • Role:

    Project Manager Set-up and Implementation

  • Location:

    Malaysia

  • Turnover:

    €2.5 billion

  • Time frame:

    2 months

  • No. of employees:

    approx 9,000 with subsidiaries in 42 countries

About the Customer

The company is one of the world’s leading providers of IT solutions and services to retail banks and the retail industry. The main focus of the Group’s comprehensive portfolio lies on business process optimization, especially in the branch operations of both sectors. They also apply the expertise gained from their core business to related industries such as postal services and service station networks.

Testimonial from Сustomer

Warehouse Management Team and Field Service Manager (names are confidential):
Fastest ever time defined deliveries achieved. No issues with the service.

  • A result of the successful implementation customer has shown interest in taking over management of the 10 service sub-centres as well as central warehousing operations.

Situation (Challenge)

  1. Initial issue: The company required drastic improvement in servicing their customer base in Peninsular Malaysia by providing spare parts to their 10 service sub-centres within 36 hours of fault reporting. Over the years several different solutions were tested without success and the company incurred large penalties for delayed services.
  2. Post start up issues.
  • A further challenge was a disconnect between management information on perceived weights and volumes to be moved as original plan was based on max 3000kg/month outgoing and 1000kg/month returns) against later actuals of average 9000kg/month outgoing and 9,000kg/month returns.
  • Security sensitive direct deliveries (person to person) to financial institutions outside the locations of the 10 service sub-centres had to be incorporated during project implementation.

Solution (Achievement)

  • Organization of transport assets and manpower as well as collection system for late evening collection of parts from central warehouse in Kuala Lumpur.
  • Organizing time sensitive long distance transportation by air and road with short notice back-up plans.
  • Sourcing, training and guidance of individual delivery agents at destination locations.
  • Now ongoing remote control on collection and delivery process.
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