Post on 21-Jul-2018
transcript
CUSTOMER OBJECTIVES n Better visibility of potentially disruptive
events in a time-critical service network
spanning 19 countries
n Faster, clearer communication with
internal teams and with customers
n A more robust, proactive approach to
supply chain risks
DHL SOLUTION n 24/7 Resilience360 Incident Monitoring
from the Cisco Logistics Support Center
in Singapore
n Instant alerts to relevant personnel across
the region
n A comprehensive overview of risks and
incidents through a single portal
CUSTOMER BENEFITS n Earlier notification allows a proactive
approach to minimize the impact of
minor disruptions, and a more effective
response to major events
n Enhanced customer satisfaction through
clear, timely communication
n Better information to support network
planning and risk mitigation activities
CUSTOMER OBJECTIVES
As part of their ongoing efforts to improve the performance of
service operations – and the level of support provided to
Cisco customers – DHL Service Logistics and Cisco were looking for
ways to improve the ability of the network to cope with unexpected
events, from minor transport delays, which might affect delivery to a
single customer site, to major natural disasters that can dramatically
increase demand for replacement equipment, or severely disrupt
logistics operations.
DHL’s Service Logistics division is using Resilience360, the advanced supply chain risk management and incident monitoring platform, to provide more agile and proactive support to Cisco and its end-customers across Asia-Pacific, Japan and Greater China.Businesses around the world rely on hardware – like switches,
routers and servers – software and services from Cisco to run their
critical infrastructure. Their trust in the global IT leader is built on its
reputation for reliable, high-performing equipment and world-class
customer service. That’s why the company’s service and support
capabilities are a core part of its value proposition.
Across 19 countries in the Asia-Pacific region, DHL Service Logistics
manages a comprehensive service and support logistics operation on
behalf of Cisco. Hardware and spare parts are held in more than 80
rapid DHL fulfillment sites that operate around the clock, 365 days a
year, shipping replacement equipment to customers in as little as two
hours and coordinating closely with Cisco’s own sales, customer
support and technical teams.
CASE STUDY
RESILIENCE360 HELPS DHL SERVICE LOGISTICS KEEP CISCO CUSTOMERS RUNNING
USER VIEWS
“Resilience360 has helped us become more systematic in the way potentially disruptive events are identified, categorized and communicated to mitigate risk.”
Daniel Stewart, Senior Manager, Service Ops, Cisco Asia-Pacific region.
“In recent years, we’ve experienced several events that
had a big impact on operations,” says Christopher Stewart,
Director of DHL’s Cisco-dedicated Asia Pacific Logistics
Support Center in Singapore. “In 2015, for example, severe
flooding in Chennai in Southern India caused a lot of
equipment failures, and severely disrupted transport links
in the city. We had to act fast to find alternative operating
sites and ship in replacement parts. We realized we
needed a more proactive approach, with better planning,
better preparation and the ability to react in real time to
those kinds of events.”
DHL SOLUTION
DHL’s solution to the challenge was Resilience360, its
innovative cloud-based supply chain risk management
platform. Resilience360 provides access to a suite of
advanced solutions, including location-level risk analysis
based on historical incident data and real-time monitoring
of potentially disruptive events, all through a single,
integrated portal.
Resilience360 is now in operation in the Cisco Logistics
Support Center in Singapore. The platform includes a
comprehensive model of all the operating locations and
major freight lanes in the network. Those locations are
geo-coded down to the street address level, and
Resilience360 provides a detailed overview of the nature
and severity of supply chain risks at each node in the
network, helping Cisco and DHL to tailor their risk
management, mitigation and contingency planning.
Through Resilience360’s incident monitoring capabilities,
Support Center staff receive immediate notification of
relevant events as they are detected. From the Center,
alerts are relayed directly to relevant logistics operations
personnel, couriers, customer service teams and
technicians on the ground. That information allows them
to take the necessary action to prevent disruption,
coordinate their response to major incidents and keep
customers informed of any unavoidable changes to
shipment timing or availability. Plans are underway to
extend the model to cover other important places, like
key customer sites, and to link it directly to current orders
scheduled for delivery.
CUSTOMER BENEFITS
“Resilience360 has helped us become more systematic in
the way potentially disruptive events are identified,
categorized and communicated to mitigate risk,”
says Daniel Stewart, Senior Manager, Service Ops in Cisco’s
Asia Pacific region. “And when we show customers the
Logistics Support Center in Singapore with live incident
monitoring up on the screen, that really helps give them
the confidence that we take service and support
very seriously.”
In October 2016, for example, a typhoon threatened
several key transportation nodes in the Cisco network.
With the aid of Resilience360, DHL and its customer could
identify specific shipments at risk of damage or delay
because they were en-route to severely affected areas.
Those shipments were held at a safe location until the
weather had cleared, and affected customers could be
informed in advance of the delay. The system has similarly
helped the network manage the impact of numerous
smaller scale incidents, from rainstorms in Thailand to road
closures in New Zealand caused by forest fires.
The platform is also helping DHL and Cisco improve their
network and operations planning activities. Resilience360
can also support the risk assessment process when new
warehouse sites or transport routes are being considered,
for example, allowing the companies to pick secure
locations for facilities and target their investment in risk
mitigation activities.
“Resilience360 has provided another layer of proactivity to our Service Logistics offering. The solution enables us to anticipate and react to incidents in a more structured way, to understand the impact on our customer’s orders, and to ensure high service levels by mitigating unforeseen risks.”
John Farrell, President, Service Logistics, DHL Supply Chain