Logistics is a sector undergoing a great deal of changes in recent times, especially through the process of digital transformation. Being able to understand data effectively is therefore a key element in staying agile and adaptating to market changes. In turn, this leads to a shift in awareness for the need to collect and analyze data effectively.
Collecting and analyzing data is key to improve services, transportation, production, end customer experience and other elements of supply chain.
Let’s take a dive into one of the drivers of this change within the supply chain industry below.
Logistics 4.0: definition
We have experienced several industrial revolutions in recent years, when we think of human development. The steam engine, the concept of assembly line work and more recently, the digital revolution. Logistics 4.0 is a fourth industrial revolution that integrates data for the benefit of humans, machines and all supply chain actors.
The objective of logistics 4.0 is to manage material, information and financial flows, but also to ensure good coordination between all the players in the supply chain, from the supplier to the end customer.
Here is a webinar explaining logistics 4.0:
Anticipation of needs and visibility at all points
The efficiency of a supply chain lies in several factors. In the communication and coordination between the different stages of the supply chain, but also in the perfect management of the flows, as mentioned above.
77% of companies have grey areas in their supply chain.QIMA
Digital transformation in this industry is facilitating the means of communication and coordination, especially through automation. Whether it is determing the level of production, technology or information flow. This allows a company to optimize the supply and circulation of flows while minimizing costs and delays.
Increase speed and reduce expenses
Reducing costs and lead times involves technologies that harness the power of artificial intelligence (AI) with predictive models. This type of platform, WMS (Warehouse Management System), ERP (Enterprise Resource Planning) or innovative inventory management tools, automatically connect the different touch points of the supply chain. Via the power of the internet, this interconnectivity is becoming one of the most important technologies of the 21st century.
Technological advances indeed save time, but human operation is ever present within the supply chain process. Whether it’s experts, forklift drivers, transporters, etc., decision making is always the responsibility of the human and supported by increasingly advanced artificial intelligence.
To illustrate this, let’s take the case of a company in the goods storage sector.
Within the company, if the inventory of one of the warehouses is low, the supplier will be automatically alerted in order to replenish it quickly and on time. The goal is to avoid stock-outs and, above all, not to create frustration or dissatisfaction among the end customer who is at the other end of the chain.
We understand that one of the most important challenges is ultimately, to satisfy the consumer’s demand and perfect their experience. What makes things more complicated however is the needs of digital transformation are different from one company to another. It is important to ensure that solutions are well handled by employees, because the aim is to improve satisfaction of the end-user and meet operational challenges and needs.
What is the role of feedback in this Supply Chain?
Experience management plays a key role in the business improvement system within this supply chain. Feedback is a real advantage internally to understand the needs of employees, but also beyond the supply chain as the requirements of the end customer are equally important.
Developing a feedback collection strategy is a major factor in optimization, innovation and growth for a company.
The focus should not only be on satisfaction, but also on analysis to improve decision making and enhance business performance.
Within this chain, let’s take the situation of our storage warehouse. However, the end customer does not have the opportunity to pinpoint this incident to find out the cause.
By using a feedback management solution such as Feedier you would have anticipated the stress point. Let’s say that the order processing site was able to give feedback on the incoming shipping company and that the feedback was negative. We could have considered that the problem was with the carrier (assuming that the supplier met its deadlines).
We conclude that this long delivery time is causing damage to part of the chain and that changes need to be made at this friction point. Of course, this is just one example in a myriad of potential touchpoints.
Not using an XMP (Experience Management Platform) can create a serious lack of vision on these incidents. Conversely, using this technology in a complex area can offer advantages, both in terms of costs and supply chain organization.
How does Feedier leverage feedback data?
All this feedback collected via micro-surveys at different stages of the supply chain are centralized on Feedier. An automated analysis provides intuitive graphical reports that are easily accessible by managers. The point is you don’t need to be a Data Scientist to understand your feedback.
You have access to contextualized feedback through metadata that can be connected to your BI or ERP tools. This feedback is then clustered by segments and can be appreciated through a geographical report.
If you are a transport network company, you have a clear and precise idea of the end customer’s satisfaction, segmented by delivery site. In addition, verbatim analysis questions, satisfaction score tables, and live activity charts allow you to go even further in detecting dissatisfaction.
To compliment, adding customer opinion helps understand the quality of the product, the delivery speed or its friendliness.
It is exactly this type of input that is a competitive differentiator if you act on eliminating these dissatisfaction bottlenecks.
As you can see, Feedier stands out for its ability to handle both operational and supply chain complexity. You can learn more about Feedier by browsing our website or scheduling a demo to discuss the product and your needs.
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