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Intro Arang Kim: CS in DT will present Dow's cover same subject in…
Intro
Arang Kim: CS in DT
will present Dow's
cover same subject in DuPont
Dow's Best 4 major Practices
Order Automation
Tools
P2X
Acronym
automatically captures orders including excel
MSO
stands for
web-based tool for handling repeated orders
achieved 80% , 2017, goal was 36%
Benefits
saved time
reduced workload
provided higher order accuracy
preventing human errors
Value added activites
log cases with $ impact
using web-based value creation tool
80 cases with $3M
top 5 CS team in APR
examples
combined orders with different shipment date
slow moving stock
payment term
Benefit
EBIT, Cost control, Cash flow improvement,
revenue enhancement
Customized service
2 key customers
Samsung 300, Hynix 100
many requests
focus on major cusotmers
monitor stock, pre-arlam
delivery planning
manage forecast gap
uploading shipping doc
Why?
not only because
provide differentiated service offering to delivery
best value to our business and customers
EY & Olivia
Dedicated process owner
each CSR are in charge of
Arang: cusotmer process
Olivia: QN
Jannifer: EHS/SHE
SW: Job Aids
Jessica: CleanOrder
AJ: analyze core indexes
each csr has an ownership
Subject matter expert
solve problem quickly
customized knowledge sharing
helping new member on track
Areas for Improvement
3 major hurdles
order automation, manual changes
we need enhance the system
P2X reflect tax, surcharges
lack of accountability for customer request
customer website
cheonan support
indent, stock sales
end to end service
with help of each functions
doing most specific works manually
tools - macro, BW, SAP transction
manual works decrease
higher accuracy