Business Turnaround – Digitally connect the diverse supply chain of more than 100 plants and suppliers

09/04/2023

Business:

A Global Leader in the design and manufacture of jet engines for aerospace and defense

Challenge:

Digitally connect the diverse supply chain of more than 100 plants and suppliers so that customers (airlines + military) could get online delivery dates of engines sent for overhaul and for spare parts and track order status real-time

Actions:

Took over as the global ebusiness leader without any prior experience in IT/Web/eCommerce

Quickly changed focus from web development to supply chain integration

Changed plant mindset from ignoring customer request dates as being unachievable to committing to and meeting realistic delivery dates that were then strictly adhered to and communicated to the customer

Put in processes to connect the different links of plants/suppliers/customer service to provide a single-window view to the customer

Built a culture around “meeting commitments”

Also Digitized the Technical Publications (updates to engine repair manuals) and got FAA approval.

Results:

Grew Customer approval index from 39% to 87%

Airlines were able to plan their aircraft on ground (AOG) better, improving productivity and asset utilization

Dramatically reduced calls into customer service, as airlines were able to follow an order online

Digitization of the Technical Publications ensured that the latest updates were always available real-time to the customer, reducing the chances of using outdated procedures from paper publications, improving safety records. This was an industry first.