Fleet Management & Forklift Safety Blog

How to Improve Supply Chain Customer and Employee Satisfaction

Posted by Neil O'Connell, SVP Technology, Innovation, & Product Development on Sep 27, 2018 4:00:00 AM

Best in Class operations is a status achieved by meeting customer expectations for order processing while maintaining a healthy, safe work environment for employees. But obtaining that level of satisfaction can feel like trying to change a tire on a moving vehicle. It requires continuous monitoring and adjusting strategies to balance these two priorities.  success-2108032_640

Why is Best in Class important? 

Best in Class signifies that your enterprise is at the highest current performance level in your industry — trusted by both its customers and its employees. Essentially, people will seek to do business with you, and top warehouse talent will want to work for you. It is a benchmark that your competitors seek to meet or exceed.

But if your customers and employees were to rate their satisfaction, would your company make the grade?

  • About 80% of companies think they deliver great service, but only 8% of customers believe they have received great service.
  • Employees need to feel that their safety is a number one priority, and they want a vested interest in company-set goals and outcomes. They want their opinion to matter. If any of this is lacking, their level of satisfaction declines.

Create greater satisfaction

It pays to know where any deficits in consumer and employee satisfaction are, why they are occurring, and how to adjust to prevent them.

For customers: Look at productivity, damaged products, returns, and on-time deliveries.

  1. Tracking the movement of product through each step of the supply chain is especially important in e-commerce. A facility must balance speed and accuracy. Managers should be able to pinpoint the exact location of product and document all the steps of order fulfillment.
  2. Replacing hand scanning with auto scanning increases speed, accuracy, and productivity. Auto scanning can acquire a barcode and scan it instantly. As multiple trucks make thousands of scans over multiple shifts, benefits quickly accrue when seconds are shaved off each scan.
  3. Real-time monitoring tracks forklift movement, near-misses, and impacts. It can determine why damage to inventory occurred and how to prevent it.

For employees: Look at the workplace culture, and ways that safety is monitored, documented and enforced.

  1. Can workers trust the people they work with, have pride in the work they do, and enjoy working as a team?
  2. Consider each employee's ideas valuable. Ask for their opinions and suggestions and use them to improve warehouse operations.
  3. Identify potential hazards for workers in your facility. A safety checklist is a valuable tool that protects forklift operators, equipment, and foot traffic in the warehouse. Telematic vehicle lock-out is key to prevent operation of any forklift that poses a safety risk.

Telematic software identifies areas of operation that are off-target and how that impacts customer orders and your workforce. It is a valuable tool in achieving Best in Class status and balancing both customer and employee satisfaction.

Topics: forklift operators, stress, team incentives, reward programs, safety versus productivity, delegation of tasks, teamwork, continuous improvement, distribution center, inventory tracking, warehouse operation

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