Global Service Logistics - Bailey & Associates

Global Service Logistics

13 AUGUST 2020
Global Service Logistics
Keith Turner

Background

The Global Service Logistics (GSL) organisation was and remains a substantial business unit of DHL Supply Chain - the world's leading contract logistics provider and part of the Deutsche Post DHL Group. GSL provides time-critical replacement part logistics services to major organisations in various sectors, serviced from a network of over 1,000 stocking locations.

 

Objectives

Create a multi-year global transformation programme to design and implement a new operating model for the organisation, together with a revised IT solution architecture

  • Underpin double-digit CAGR growth
  • Deliver improved customer satisfaction
  • Reduce the business' cost to serve

 

What our associate did

IT leadership and development

Our associate was asked by the then global CIO to take over the IT leadership of the struggling transformation programme, review the existing plans and establish a viable way forward.

Designed and implemented a new global IT organisation

After reviewing the IT organisation, our associate developed and implemented a new IT operating model which blended global, regional and partner IT teams across three continents to streamline the business output.

Redesigned the global IT solution architecture

Reviewed, refined, and adjusted internal IT systems and solutions to ensure a stronger focus on standardisation, digitalisation and mobility. Our associate also implemented a reduced time-to-market, and blended best-of-breed vendor solutions with niche vendor edge solutions and in-house development to create a more cohesive model.

Successfully piloted and deployed the new IT solution architecture

Our associate led the team implementing the revised IT solution architecture. Starting with a pilot phase involving three global blue-chip customers, the team successfully rolled out the architecture globally to all customers, all the while maintaining 24-hour service support.

Restructured IT support model

Our associate led the team that designed and implemented a new partner service management model with a Tier One supplier in India. This support model drove increased customer satisfaction, lowered support costs and saw fewer incidents per 1,000 order lines - greatly improving productivity.

The Results

On completion of the transformation project, the business unit exceeded its double-digit CAGR objectives, improved its customer retention, reduced cost to serve, and met its customer satisfaction targets. The transformation programme was subsequently awarded a CEO Supply Chain Excellence Award, and our associate was personally recognised by the global CIO.

 

In order to deliver a comprehensive overview of our Associates experience and to detail the service that they can deliver, some of our case studies will contain work carried out by our Associates prior to joining Bailey & Associates. Please note that we are not able to publish every case study, so if you would like to ask about our experience in a specific sector or industry, please contact us directly.

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