Sandro Knecht, Chief Supply Chain Officer for Panalpina speaks on 'Maximising 3PL Customer Service Levels' at the 7th European 3PL Summit in Brussels, November 25th 2009. To download all of the slides from the conference for free visit www.3PLsummit.com/eu_2009ppts

1. Maximise Customer Service Levels
Brussels - 24. November 09 1
Sandro Knecht - CSO Brussels – 24. November 2009
“Maximise Customer Service
Levels”

2. Maximise Customer Service Levels
Brussels - 24. November 09 2
Understanding the Customer = Maximised Benefit
Catering to the needs of customers within key industries, offering customized
logistics and value-added services to all companies active within the supply chain.
Healthcare & Retail & Industrial
Automotive Hi-tech Telecom Oil & Gas
Chemicals Fashion Projects
• Understanding the customer business model and strategy
• Develop competence and capabilities to execute and deliver
• Identify joint strategic initiatives, KPI’s and define deliverables
• Drive continuous employee training and development
• Drive a culture of high quality performance and process evaluation

3. Maximise Customer Service Levels
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Customer Care
A strategy aimed on creating a partnership environment with our customers,
building a relationship of mutual trust, shared benefits and as such instill
greater customer loyalty
Account managers must be driven by a strong “can deliver” attitude:
Know about customer’s objectives – and integrate them into own actions
Anticipate customer’s needs proactively
Share customer’s values and vision
Integrity, passion, quality and sustainable relationship management
Strategic
Integrated
Intent
Interdependent
Inter-company
relationship
Customized Co-operative
Operational
Value
delivery
proposition
Basic

4. Maximise Customer Service Levels
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Interdependent Account Management Relationship
IT IT
Finance Finance
Compliance Compliance
Key
Logistics
• Global consistency Supply Chain Supply Chain Account
Mgr
• Leverage & Innovation Mgr
Operations Operations
• Supply chain integration
• Coping with complexity Board Board
• Drive Cost reduction while achieving value …
targets …
• Unique competitive advantage/customisation
• Strategic concentration of resources and investment

5. Maximise Customer Service Levels
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Advanced Supplier Relationship
Scorecard Topics
HSE • Continuous measurement of existing topics
• Evaluation of existing topics
Reliability & Efficiency
• Improvement of existing topics
Value Creation • Introduction of new initiatives
• Measurement of new initiatives
Innovations
SBU Customer Feedback
1. Joint Initiatives (e.g. Workshops)
2. Complete Supply Chain Solutions

6. Maximise Customer Service Levels
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Real and tangible solutions = Build credibility
• Designing of
solutions and match
them with real
product offerings
• Establish process
ownership and
milestones
• Commit and
manage
implementation
• Continuously
evaluate results

7. Maximise Customer Service Levels
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The Panalpina SCM product offerings provides
multiple benefits to our customers
Supply Chain Core Products Brief Product Description
1 Supply Chain Optimization Holistic Supply Chain Diagnostic
2 Supply Chain Dashboard Constant Performance Evaluation
Decoupling and Order Penetration
3 Supply Chain Postponement
Point
4 Vendor Managed Inventory Managed Continuous Replenishment
Orchestrating the tactical
5 Lead Logistic Provider
Supply Chain
Optimized and cost effective
6 Direct to Market Concept
Material flow
7 Supplier Connectivity Order and compliance Management
8 Inbound to Manufacture End 2 End Material flow Control

8. Maximise Customer Service Levels
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Supply Chain Management Information - Technology Key Industries Major Subjects
Thank you for your attention
Global Network Air Freight Ocean Freight Overland Transportation