|
Description |
Improvement |
Efficiency |
Before |
After |
Total time saved |
Created for dept: |
Benefits to other dept: |
Status |
Remarks |
| Baan |
Upload customer prices into Baan.
|
Regularly maintain, update and upload prices in Baan for key accounts, distributors and key customers
For example: JJLapp, Benchmark, Dmark, ABB, NSC, Pepperl+Fchus etc |
The upload of the prices in Baan helps to prevent pricing errors and reduce credit notes.
For instance, before the upload of prices to Baan, there are about an average of 45 credit notes per month. Whereas after the prices are uploaded to Baan, the average number of credit note per month is about 24. We have reduce about 50% of CN as compare to before.
Furthermore, this also help to reduces the time spend on checking the price and this is significantly useful when the order consist of many orderlines
|
Jessica Tan:
CS Activities:
Fill up CN request form
Order entry (CN)
check price
Print Credit note
Order entry (New invoice)
check price
Print Invoice
Time spend on
1 credit note:
10 mins
Total time spend
on 45 credit notes:
450 mins
|
Time spend on
1 credit note:
10 mins
Total time spend
on 24 credit notes:
240 mins
|
210 mins saved
per month |
SEA Customer service |
Accounts |
In progress |
|
| Baan |
Installation of Dashboard |
This new Baan Session allows the CSR to check and access several transactions in a single Baan Session. It's simpler and easier to use. Just a few clicks, CSR is able to access the below information:
- customers' profile, turnover figures, payment behaviour
- sales quotations
- stock status, past sales data and customers' price list
- print sales invoices |
Easier to use and Salesperson can check their customers' sales data from the Baan directly without asking for information from the CSR.
CSR can access these information easily and faster as it is readily available when customer enquire on their order status
Quick retrieval of information. |
|
|
|
Customer service SG, TH & MY |
Sales |
Completed |
|
| Baan |
Use Replenishment Order Session in Baan for consignment stock |
By using existing Baan session to handle consignment stock in a more efficient way |
Improve work processes and increase efficiency
for both Logistics and Customer Service Dept
Logistics Dept - Do not require to prepare manual packing slip and manually transfer stock in Baan from our warehouse to consignment warehouse. This new process prevent shipping errors and reduce the total time spend on preparing consignment stock shipment.
Customer Service Dept - Reduce more than 50% of the order entry time for consignment order. |
Jessica Tan:
Logistics Activities:
Create manual packing slip
Transfer stock to consignment WH
Check entry
Delete picking slip & outbound
CS activities:
Order entry in Sales order
Check delivery leadtime
delete sales order
Logistics dept:
Preparation time for
1 consignment order:
30 mins
Customer Service dept:
Preparation time for
1 consignment order:
13 mins |
Jessica Tan:
Logistics Activities:
Release & maintain Rep order
Print packing slip
CS Activities:
Order entry in Rep order
Check delivery leadtime
Logistics dept:
Preparation time for
1 consignment order:
15 mins
Customer Service dept:
Preparation time for
1 consignment order:
6 mins |
Logistics dept:
saved 15 mins per
packing slip
Customer Service dept:
saved 7 mins per
packing slip |
SG Customer Service |
Logistics |
Completed |
|
| Baan |
Baan Customer code for sales quotation purposes |
New added feature in the Customer Master Data in Baan |
Accounts is able to create Baan customer code for quotation purposes and transfer the customer code from "Prospect" and "Normal" with a click of a button. Accounts do not need to re-create the Baan customer code when their credit application is approved.
With this new feature, CSR do not need to re-enter the order. Sales quotation can be transfered to sales orders in split second. |
Jessica Tan:
Acounts activities:
Create customer code
CS Activities:
Order Entry
Check Price
Check Stock
Insert text
Print quotation
Accounts dept:
Time spend to create 1 customer code:
4 mins
Customer Service dept:
Time spend to create 1 quotation:
22 mins |
Jessica Tan:
Accounts Activities:
Transfer "prospect" to "Normal"
CS Activities:
Confirm quotation to sales order
Transfer quotation to Sales order
Amend delivery date
Send acknowledgment to customer
Accounts dept:
Time spend to transfer "prospect" to "Normal" customer:
1 min
Customer Service Dept:
Time spend to transfer quotation to order:
5 mins |
Accounts dept:
Saved 3 mins per customer code
Customer Service dept:
Saved 17 mins
per order |
SEA Customer service |
Accounts |
Completed |
|
| Baan |
Pop-up signal code on total order value in sales orders (for foreign currencies) |
This new added features allows the CSR to counter check the total value entered in the system against the customers' order |
This enable the CSR to counter check the order value and currency to prevent any pricing errors and thus also helps to reduce the numbers of credit notes. Prevention measures. |
|
|
|
SEA Customer service |
Accounts |
Completed |
|
| Baan |
Handling of marketing materials and samples in Baan |
Currently, all samples and marketing materials request for subsidairies office are handle manually. With this new set-up, the CSR is able to enter and monitor their requests from the system. |
This new process will be able to reduce a lot of manual workload for both Logistics team and the CSR.
No manual transfer of stock to samples is required for the our logistics team. They are able generate picking list and prepare shipment as per normal sales orders. No special arrangement needed for such request.
This process also helps to reduce manual creation of purchase order to factories. Purchaser can generate the non-stock items from system and transfer as a Purchase Order without much effort.
As for the CSR, it helps to reduce the time spend to monitor the shipment manually. |
Jessica Tan:
Logistics Activities:
Manual check sample request
transfer stock to sample
Prepare manual commercial inv
Purchasing Activities:
Check stock
Check supplier code
Check special price
Issue manual PO
EDI or Fax to suppliers
CS Activities:
Manual check delivery date
Prepare manual commercial inv
eg: 5 orderlines per
sample request
Logistics dept:
Check and transfer sample request to individual sales/country: 60 mins
Purchasing:
Create manual PO(s) to suppliers: 15 mins
Customer Service dept:
Preparation time for 1
sample request:
10 mins |
Jessica Tan:
Logistics Activities:
Generate as per normal order
Purchasing Activities:
Issue PO as per normal
No need to create manual PO
CS Activities:
Check delivery date from system
Prepare manual commercial inv
eg: 5 orderlines per
sample request
Logistics dept:
0 min
Purchasing:
0 min
Customer Service dept:
Preparation time for 1
sample request:
10 mins |
Jessica Tan:
Logistics Activities:
Print sample Invoice
Prepare manual commercial inv
Purchasing Activities:
Check special price
transfer Plan PO to PO
EDI or Fax to suppliers
CS Activities:
Check delivery date from system
Prepare manual commercial inv
Logistics dept:
Total time saved:
60 mins
Purchasing:
Total time saved:
15 mins
Customer Service dept:
Preparation time for 1
sample request:
10 mins |
Logistics |
SEA customer service & Purchasing |
In progress |
Pending for Baan Team in HQ to set up the finance setting in ur Baan |
| Baan |
Additional information, order confirmation number, in Display Planned Inv. Transaction by Item |
This added information enable the CSR to know instantly whether suppliers have received the Purchase Orders. |
CSR do not need to counter-check in the GWIS to confirm whether factory has received the Purchase Order. At the same time, we can instantly know the delivery date in Baan system is the confirmed delivery date given by factory. |
Total time spend
on check delivery date per order: 10 mins
|
Total time spend
on check delivery date per order: 5 mins
|
Total time saved per order:
5 mins |
SEA Customer service |
|
Completed |
|
| Baan |
Customize Report in Baan |
With a click of a button, the CSR in PxC Malaysia is able to generate a list of shipped items within a specified transaction period. |
This report allows the CSR to check and update their customers' order faster and accurately.
CSR also enable to know whether the particular order is completed or not. |
Time spend to check individual order :
30 mins |
Time spend to check individual order :
10 mins |
Total time saved per order:
20 mins |
PxC Malaysia - Customer Service |
|
Completed |
|
| Baan |
Change sales unit for Din Rails |
The sales units for Din rails are changed from per meter to per piece, at the same time, we also amend the picking units in picking slip for our logistics team |
This change prevent pricing confusion for both customers and our internal staffs. Salesperson able to quote the correct price for these items and therefore prevent any pricing errors.
Our logistics team is able to pick the correct quantity for customers and therefore reduces shipment discrepancy |
|
|
|
SEA Customer Service |
Sales, accounts, Logistics |
Completed |
|
| Baan |
Scan customer's order into Baan (Order2ERP) |
With this solution, manual order entry is no longer necessary |
This process definitely reduces the order processing time. |
Time spend per order
(order entry):
5 mins |
Time spend per order:
1 min |
Total time saved per order:
4 mins |
SEA Customer Service |
|
In progress |
Cost of the implementation: Euro 10,000 - 20,000 and each order cost Euro 0.20.
Still in discussion stage on the various topics:
1) requirement of the system
2) How it works
3) Implemenation process |
| Baan |
Provide Baan training for PxC Vietnam |
By using Baan, PxC Vietnam is able to enter, check and monitor their orders. Whereas currently, they are using Eshop to upload their orders to Baan. Without the knowledge of using Baan, they are not able to advise the customer on the order status without the help of SG CSR. |
This enable to reduce duplicate work and improve the work efficiency for both PxC Vietnam and PxC SEA |
Jessica Tan:
PxC Vietnam Activities:
Order entry in Eshop
Check stock
Check Price
SEA CS Acticvities:
Download Eshop order to Baan
Check price
Check stock
Amend delivery date
Advise weekly delivery to PxC Vietnam
PxC Vietnam:
Time spend per order:
20 mins
SEA CS:
Time spend per order:
12 mins |
Jessica Tan:
PxC Vietnam Activities:
Order entry in Eshop
Check stock
Check Price
SEA CS Acticvities:
Download Eshop order to Baan
Check price
Check stock
Amend delivery date
Advise weekly delivery to PxC Vietnam
PxC Vietnam:
Time spend per order:
20 mins
|
Total time saved per order: 12 mins |
PxC Vietnam |
Customer Service |
In progress |
|
| Baan |
Provide inventory planning information for distributors |
Analyse distributors' buying pattern and propose to individual Country Manager to impose MOQ whenever possible. At the same time, propose to Country Manager a list of SKU for distributors. |
This will help to reduce the numbers of orders placed by the distributors for fast moving items and prevent non-moving stocks keep in PxC SEA. Additionally, aimed to help distributors to better manage their stock efficiency |
|
|
|
SEA Customer Service |
Accounts, Logistics & Purchasing |
In progress |
|
| EDI |
Increase usage of EDI for selected customers
|
Allows the customer to send their orders directly via EDI without CSR to enter the orders.
Information like order acknowledgement, shipment advise and invoices can also send to customers via EDI
For example: TTI Electronics, Rockwell and JJLapp Malaysia |
Using EDI will helps to reduce order processing time and at the same time also reduces the entry errors. Thus reducing the numbers of credit notes |
Time spend per order
(order entry):
5 mins
|
Jessica Tan:
CS Activities:
Download EDI orders to Baan
Time spend per order:
1 min
|
|
SG & MY Customer service |
Accounts |
In progress |
|
| Eshop |
Increase usage of Eshop |
Provide more reliable stock status as well as to explore the possibility to add new feature such as competitors' comparison |
Customer is allow to load their orders directly in Eshop.
In addition, CSR can also upload customers' orders via the Eshop if customers' orders are in word or excel format, this is very useful especially if the orders consist of many orderlines.
For instance, CSR will take approx 10-15mins to enter an 30 orderlines in Baan but with eshop, she will only takes less than 5mins to upload the order to Baan.
In addition, customers are also allow to save their orders in Eshop and able to retrieve it if they need to place the same order again.
Beside uploading orders via Eshop, customer can check the stock status from both PxC SEA and PxC Germany warehouses.
In future, customers can also access competitors' comparison information from the Eshop |
eg: 30 orderlines
per order
Time spend to to enter
order in Baan:
15 mins
|
eg: 30 orderlines
per order
Time spend to upload order
in Eshop and transfer
to Baan:
5 mins
|
Total time saved per order: 10 mins |
SEA Customer service |
Sales, Product Managers, Eshop Partners |
In progress |
Cost of implementation:
- Set up cost (depends on the no of hours the Baan team need to complete the set up)
- Estimated cost per message : Euro 1500
eg: received order + sending order confirmation = Eur 3000 |
| Process |
Orders from customer are placed according to the country where it is to be credited.
|
Orders are handle by the respective country according to the country where it is credited.
For example, Wiselink Malaysia orders are handled by PxC Malaysia since the turnover is credited to Malaysia instead of Singapore. Likewise for Quadrep orders. |
Prevent pricing confusion and errors.
CSR might credit the sales into wrong country if information was not provided timely and accurately.
Workload distribution |
|
|
|
SG & MY Customer service |
Accounts |
Completed |
|
| Process |
Send picking list to distributors |
This additional information allows the distributors to know in advance what is expected in their weekly shipment.
For example, JJLapp is able to know in advance which direct shipment will be shipped within the week and they can prepare the commercial invoice before the shipment date.
For example: Dmark, NSC and JJLapp |
Reduce the workload of the CSR as the customer no longer need to call and check their shipment details.
Further to this, distributors can plan and prepare their commercial invoice timely without causing any delay on their shipment and add unneccessary workload & stress to the local CSR and our logistics team. |
|
|
|
SG & MY Customer Service |
Logistics |
Completed |
|
| Process |
Order Confirmation to Distributors |
By changing the process of sending order confirmation on customers' orders enable the CSR to provide a more accurate delivery information to customer |
This is to reduce the numbers of complaints from the distributors in regards to inaccurate delivery information.
At the same time, CSR is able to highlight to our purchaser if items are missed out from the purchase order to suppliers. |
|
|
|
PxC Malaysia - Customer Service |
|
Completed |
|
| Process |
Scan customer's orders to server |
Eliminate unneccessary work process |
Reduce unnecessary workload for the local CSR
eg: consolidate customers' purchase order, scan to server and rename the file |
eg: Scan 10 customers' orders
Time spend to scan and upload the file into server:
5 mins |
Time spend: 0 min |
Total time saved:
5 mins |
PxC Malaysia - Customer Service |
|
Completed |
|
| Process |
Shipment information |
In the past, our logistics team used to write our part no, quantity and customer's PO no on the carton boxes however very frequently we received complaints from customer for the inaccurate information written on the carton boxes (wrong part no and wrong quantity).
Therefore we decided to use the the picking list from the logistics to provide shipment information to customer. Carton no will be wriiten beside the part no on the picking list and this document will be shipped together with the shipment. |
This helps to reduce time spend to check shipment discrepancy.
At the same time also reduce customer complaints.
|
eg: 3 shipment discrepancies
Time spend to check
shipment discrepancy:
90 mins |
Time spend: 0 min |
Total time saved:
90 mins |
Logistics |
SEA Customer service |
Completed |
|
Filetype Excel XLSX | Posted on 08 Aug 2022 | 3 years ago
