Business Process Outsourcing Implementation for Retail CustomerThe Customer The customer is one of the UK's leading retailers of clothing, foods, home ware and financial services. It is a Fortune 500 UK retailer with over stores located throughout the UK. The Business Challenge Some of the business challenges faced by the customer were: - Inefficiencies in processes resulting in poor metric performance.
- High cost of providing service in a non-revenue center.
- Inability to improve process efficiency due to manual work flow tracking and reporting system.
Solution The solution provided by Zensar encompassed: - Detailed documentation with process flows using IDEF (swim lanes) methodology
It's resulted in: - Increase in the number of departments handled - from 17 to more than 53. This was done by tweaking applications to give optimum results.
- Supplier compliance. This was implemented using six-sigma, E-learning modules, documentation, which were the prime reasons for the improvement.
Business Benefit Some of the obvious business benefits were: - Supplier compliance improved to 96%.
- Merchandise planning process improved from 2 weeks in advance to 8 weeks in advance.
Total ROI/ ROI contributed by Zensar Results driven through process optimization: - Improvement in process - Old process of planning, update and ratios replaced with ratio, plan and update.
- Increase in accuracy percentage - 99.8 % to 99.99%.
- Number of queries reduced - 50% reduction in queries.
- A shared query form (designed by the team) helped the customers see the changes online thus reducing their effort.
- Merchandise allocation time reduced from 36 hours to 4 hours thus helping the customer with better visibility.
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