A manufacturing company was generating numerous complaints from the distributors that sold its products. The firm’s sales and manufacturing departments argued constantly about customer expectations. Manufacturing claimed that sales was overpromising, and sales claimed manufacturing was underperforming on issues that were critical to their customers’ business success.
What We Did:
S4 designed and conducted a customer satisfaction survey which conclusively demonstrated that sales understood customer expectations far better than manufacturing.
As a result of the survey, the firm’s manufacturing and delivery schedules were shortened considerably, and the company had two of its best-ever years. The firm became known as “most responsive” in the industry.