Awards 2013: Hi Tech, Communications & Electronics

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Hi Tech, Communications & Electronics, sponsored by Logistics Manager

Winner: Telefónica UK with DHL Supply Chain

As any long-term observer of the Awards will know, Hi Tech, Communications & Electronics is one of the most fiercely contested categories of the competition and frequently offers up the Overall winner. This year, the winner of the category was a very close contender for the top prize.

Dell is no stranger to these Awards, having been an Overall winner in 2004. This year’s entry was focused on the fulfilment of a very large order to a major commercial account in Saudi Arabia – some 4,500 servers and 92,680 desktop monitors. Whereas previous orders were delivered on ex-warehouse terms that resulted in high costs and complexity for both Dell and the customer, this solution “delivered at-place customer warehouse” eliminated 22 days of on-hold costs, reduced complexity and overcame paucity of equipment – to name but a few. This highly ordered and well orchestrated exercise achieved a number of firsts and created outstanding customer satisfaction. The judges liked the approach taken to take cost out of the process, but felt the scope and depth of the Telefónica UK entry was more exacting.

Telefónica operates in a challenging marketplace where customer service is a key differentiator. When customer expectations are not effectively met, there is often a competitive deal with another supplier just a phone call away. Customer satisfaction is closely monitored with over 15,000 surveys each month, and insights are shared with partners at monthly governance meetings. Over the last 18 months multiple supply chain improvement projects have been completed and have resulted in significant improvements to customer satisfaction.

The judges say: “The relationship between Telefónica UK and DHL has delivered an innovative approach to the supply chain that goes beyond traditional supply chain management within the aftersales marketplace. Through the DHL customer service and insights teams working in partnership with Telefónica, customers have been placed at the heart of supply chain strategy.”
For the judges this was a highly impressive entry that truly deserved the trophy.

– Telefónica UK with DHL Supply Chain

– Bowers & Wilkins with Demand Solutions
– Dell
– Flextronics 
– Infineon Technologies 
– Telefónica UK with DHL Supply Chain

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