How End-to-End Supply Chain Visibility Delivers Happier Customers and More Revenue

Recently I had the privilege of reconnecting with Jim Sinur, former Gartner analyst and a legendary thought leader in the business process management realm. I demonstrated for him Vitria’s recently released Operational Intelligence Apps (OI Apps) which are part of our “process visibility” suite of business analytics apps which features these key capabilities:

  • Automatic, real-time discovery of “hidden” processes that are typically undocumented because activity occurs and data resides across siloed IT systems (e.g., CRM, ERP, Warehouse Management) and business partners. Although hidden, these activities often house some of the most important data with respect to business process management.
  • Self-service process analytics tools that empower business users to define process KPIs, SLAs, and other business analytics.
  • Real-time process intelligence based on real-time monitoring of discovered processes against defined KPIs and analytics.

To illustrate the importance of real-time process discovery and intelligence and how their use can lead to increased revenue and an improved customer experience, Jim has written a blog post about one of our most recent customer implementations. His case study highlights how a major “quick serve” restaurant chain with over 10,000 store locations across 50 countries achieved end-to-end supply chain visibility to prevent customer dissatisfaction and lost revenue resulting from out-of-stock inventory and missed shipments. Before the implementation, the organization was unable to track purchase orders through a myriad of siloed ERP systems and other IT applications. Because purchase order status could not be monitored across the supply chain in real-time, challenges and problems around order variations, shipping delays, shortages and overages could not be addressed and corrected before shipments were missed and critical inventory was out-of-stock. This resulted in significant revenue loss as well as disappointed customers.

Jim talks about how this global restaurant chain leveraged visual process intelligence to facilitate continuous monitoring of perishables and other items through the end-to-end procurement process. By implementing monitoring capabilities that track every process throughout the procurement cycle in real-time, the company was able to immediately identify and eliminate costly bottlenecks and delays before they negatively affected the customer experience.

The key takeaway highlighted in Jim’s analysis is that the combination of real-time process discovery and process intelligence translates directly into better business results. For the restaurant chain, the benefits extend beyond lower spoilage rates and reduced operational costs – perpetually in-stock, quality inventory prevents revenue loss and, most importantly, keeps customers happy and loyal. For a more detailed account of our customer’s story, challenges and results, I encourage you to check out Jim’s piece on his blog.

Leave a Reply

Your email address will not be published. Required fields are marked *

You may use these HTML tags and attributes: <a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <cite> <code> <del datetime=""> <em> <i> <q cite=""> <s> <strike> <strong>