BUILDING

A CUSTOMER

CENTRIC SUPPLY

CHAINMirela ScarlatescuGroup Supply Chain Director

Policolor – Orgachim Group

Every other home

painted

Almost every other

car refinished

80% of the universe

supplied in 2017

We color people’s lives,

so they can live happier.

To become the most friendly

paints and coatings company,

who transforms changes into a joyful

experience.

1. Excellence

2. Innovation

3. Customer focus

4. Social responsibility

5. Quality

6. Team spirit

7. Ethics

Identified customer values

• Quality product and innovation

• NO stock at their side

• Good or low price

• Delivered immediately & NO Faults

Identified customer values

Made SWOT

Identified customer values

Made SWOT

Made SWOT of Competition

Identified customer values

Made SWOT

Charted the course and benefitsMade SWOT

of Competition

End-to-end GROUP Supply Chain

Supply Chain Strategy

sustains

Business Strategy

Identified customer values

Charted the course and benefits

Engaged the entire organization

Made SWOT

Made SWOT of Competition

Alignment

Identified customer values

Charted the course and benefits

Engaged the entire organization

Made SWOT

Made SWOT of Competition

Manage the change

Segmented multi-channel

Supply Chain

• Dynamic Strategies per

customer segments

• SLA per

channel/customer

validated

• People, Processes,

Tools allocated

• KPI’s in place

© John Gattorna 2010

Collaborative Efficient Dynamic Innovative

Close working relationships for

mutual gain

Consistent low cost response to

largely predictable demands

Rapid response to an

unpredictable supply and

demand condition

Supplier-led development and

delivery of new ideas

• Mostly predictable

demand

• Regular delivery

• Mature products

• Relationship focus

• Partnership

• Loyal

• Price is not an issue

• Largely predictable

demands

• Regular delivery

• More adversarial

• Power imposed

• Efficiency focus

• Transactional

• Very price sensitive

• Rapid response to

uneven demand

• Urgent delivery focus

• Opportunity focus

• Lower loyalty, impersonal

• Pragmatism

• Volatility

• Very unpredictable

demand

• Require innovative

solutions in product and

services

• High risk

• Rapid change

• Solutions oriented

• Low sensitivity to price

Collaborative Efficient Dynamic Innovative

Continuous

replenishment

Lean Agile Fully flexible supply

chain

Focus on developing

loyal customer

relationships with trusty

and reliable services

Focus on economies of

scale, synergies, and

low-cost production and

delivery

Focus on responding

rapidly and commercially

to unpredictable

supply/demand conditions

Hedging and deployment

strategies used to improve

responsiveness on a

selective basis

The 7 Laws of Deployment

• Identify, coach, motivate, empower

• Great Mix of generations X and Y

• Grow leaders at all levels

1. Build the TEAM

• Daily Calls at 10:00

• Weekly S&OP’s

• Monthly & Quarterly

Operational Reviews

• Half-yearly Customer Surveys 2. Communicate

3. Establish the Processes

• Design. Document. Integrate.

• Benchmark vs. other industries

• Include flexibility. Allow

initiatives & creativity.

• Expect the unexpected. Risk

management.

4. Set up Tools

• External & internal

solutions

• End-to-end visibility

• Small team tests

5. Implement

• Measure. Operate

efficiently. Insourced

and Outsourced.

• Learn. Apply. Share.

• Innovate

• Do not surrender

VOLATILITY5 vans today, but

27 vans tomorrow

• 50% Next Day Delivery

• 98% Delivery On Time

• 99% Delivery In Full

• 87% Vehicle utilization

6. Improve

• Ask for feedback every

day. Listen. Action.

• Ready to change the

Route-to-Market

• Switch between Supply

Chains

7. Have FUN!

Moved SC Organisation from

Level I to Level II

NO CONT.

IMPROVEMENT

No continuous

improvementFIREFIGHTING!

EXPERT

BASED

Improvement

approach

based on the

capability of

the expert (ad-

hoc projects)

FUNCTIONAL

EXCELLENCE

Structured

improvement

approach with

core functions

(systemic –

limited

integration)

INTEGRATIVE

IMPROVEMENT

SYSTEM

Codified and

integrated

improvement

(situational and

systemic)

LEARNING

NETWORK

Culture of

innovation

and know-

how sharing

Stage I

Stage II

Stage III

Stage IV

Stage V

Average

I.T.

Leaders

Supply Chain 2018 – 2019 - 2020

• Service vs Product. Diversify.

• Drones

• Social media feedback. Action.

Supply Chain in 2030

• Virtual reality. AI. Androids.

• Generations X, Y, Z

• Aging population

• Social responsibilities

• Technologies

• Video vs. writing

• Environmental challenges

Supply Chain in 2040

• Virtual reality. AI.

Androids.

• Generations X, Y,

Z, and beyond

• Environmental

challenges

• Reverse the

globalization.

Micro universe.

Q & A

• Integrate changes.

Optimize.

• KPI’s all domains & all

locations

• Empower Leadership at

all levels

• PERFORMANCE

Watch the

not the