Rockwell Automation Case

opent in een nieuw venster  Download PDF

“Working with intelligence for business has helped us by constantly having an outsider overseeing deliverables, timeliness and advising and correcting Rockwell, in case we tended to go outside of the agreed path. As in every environment, one has a tendency to mix operational issues with strategy and vision. Intelligence for business has prevented us from making that error .”

Niek Visarius, Director Supply Chain and Customer Service EMEA, Rockwell Automation

Introduction and background

Rockwell Automation as a major supplier of process control equipment has expanded from its very strong market position in the USA into a number of European countries. Competition in Europe is strong with Siemens being the European market leader. There is a drive to facilitate expansion, improve customer service, simplify processes and to reduce costs in a rigorous way.

The European operations are structured around separate regional or country based operating companies with their own sales & marketing, order entry & customer service. Distribution and Finance have already been centralized.

Program Description

The above factors have lead to the requirement to simplify the order entry & customer service functions in EMEA. Rockwell Automation has therefore asked intelligence for business to assist in the development of a project charter for the customer service & supply chain EMEA processes in each country and at the European head office.

Objectives

The delivery of a clear project charter for customer service & supply chain EMEA containing an agreed implementation and migration plan, showing overall timescales and sequence of key events was the main project deliverable. Also business objectives have been defined like:

  • Process consistency for all CS and SC functions
  • Increase centralization
  • Eliminate variations in processes and execution
  • Consistent implementation of EU-wide processes
  • Maintaining current KPI levels during this project phase

Approach

We have tailored our approach developed over a number of major assignments for companies to meet Rockwell Automation's specific needs and in particular to:

  • Be fast and focused, aiming to develop practical solutions
  • Make effective use of internal resources through the use of structured workshops, selective interviews and questionnaires
  • Identify quick wins as well as the main design for longer term improvements
  • Make use of intelligence for business methodologies, experience and work done elsewhere

Results

Rockwell Automation has decided to set-up regional centres for customer service and supply chain and for some functions to have a centralized desk. In order to have a smooth implementation, the first focus is on eliminating process variations and increase consistency.

An outline implementation plan has been developed including quick wins identification to get some early benefits from the project.