2528,5 kB - Media – HAVI Logistics

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08 customer satisfaction survey · We Are WHAt We do Only one thing safeguards our future as a service provider, namely satisfied customers. That's why our customers are in many ways the boss. Regular customer satisfaction surveys are an important part of our corporate culture. We recently conducted a customer satisfaction survey together with all the European HAVI Logistics companies in 23 different languages. We are happy when our customers are satisfied with our work. we process tHeIr orders rIgHt AwAy. We take their comments seriously. We implement their suggestions whenever this is practical and appropriate. We respond immediately to complaints. We are always open for new ideas and incorporate the feedback from our regular customer surveys in our actions. This September we once again put the way we treat our customers to the test. After many regular and individual country customer surveys, for the first time in HAVI Logistics history, we conducted a Europe-wide survey. The results of the survey will enable us to identify areas within the entire HAVI Logistics organization where there is room for improvement. Furthermore, they will help us to raise our quality, which is an essential element of our corporate culture. An ImpressIVe 78 percent of our customers voluntarily – and anonymously – completed the questionnaire we provided as online version. The data are already analyzed by the independent marketing research and consulting firm YouGovPsychonomics. All data will be treated as confidential by YGP. The results of the survey are a valuable input for our company. The strengths and weaknesses our customers have identified in the various sectors and the results will be scrutinized with the aim of improving the action we take as a company in the future. By continuously reviewing our instructions, standards, processes and circumstances, we can find ways and means to improve them. In the final analysis, superior quality is the result of making continual improvements. This constant striving for the highest quality is the way we put our corporate philosophy into practice. Company News JoINt tArgets – JoINt soLutIoNs The Internal Advisory Team (IAT) of HAVI Logistics plays a major role in the development of strategies for the further development of our company by providing valuable input to the Board of Directors (BoD). After all, the continuous sharing of knowledge between all the HAVI Logistics companies is one of the cornerstones of our corporate culture. In an interview with alphabet, Alexander von Saurma, Managing Director Trade at HAVI Logistics Germany and the IAT leader, talked more about the responsibilities of the IAT. alphabet: Back in the days of the Alpha Group a five-member management team called the Alpha Advisory Board (AAB) shared the responsibility for important decisions made by the company. Since recently the AAB has been meeting under the name IAT. Is it only the name that is different – or have the topics and objectives changed as well? Alexander von saurma: Our main job is to give the BoD feedback on topics that are of fundamental importance, from both a tactical and strategic standpoint, for the further development of HAVI Logistics. This was the objective pursued by AAB, too. As part of our growth strategy, we have to make many important decisions. Consequently, we have deliberately included this goal in our statutes. alphabet: How are the members of the IAT chosen and how long are their terms of office? Alexander von saurma: The six members of the IAT are appointed by the CEO for a one-year term. They could be reappointed for an indefinite time. The IAT is composed of one representative from each of the five Food Service Logistics (FSL) regions and – this is new – a representative from our Freight Management sector. The current members are Rickard Niedomysl, Managing Director in Sweden, Andreas Röder, Managing Director in Poland, Alexey Kashirin, Finance Director in Russia, Nerio Zurli, Managing Director Trade in Italy, Marco Cossu, Managing Director STI Italy, and myself. alphabet: What is IAT's scope of responsibility? Alexander von saurma: The input for our IAT meetings comes from the HAVI Logistics companies in Europe and from the BoD. We meet once or twice annually; each member is responsible for giving intensive thought to the topics on the agenda and for coming up with solutions. At the IAT Meeting the members develop a joint recommendation for action which is to be supported by all members of the IAT. At the end of our two-day meeting, we present the Action Plan we have developed to the BoD. The BoD makes the final decision as to what action should be taken. The members of the IAT then pass the feedback on to their HAVI Logistics "ambassador countries." One recent development is the appointment of IAT members who are relatively new to the company. This has proved to have a very positive effect since it gives us a chance to profit from the experience they have gained outside HAVI Logistics as well. alphabet: Many thanks! Alexander von Saurma
Just A PusH of tHe buttoN Company News Thanks to our GS1 Standards* we are able to track the important and sensitive products of our customers on their way from the distribution center to the particular delivery points. This masterpiece of tracking and tracing gives our customers a really good feeling. "To stay a step ahead in life, you have to act while others are still talking." John F. Kennedy In tHe bAckground is the EU Directive issued in 2005 on the 100% traceability of foods. Years before this legislation was passed, HAVI Logistics was able to trace foods along the entire supply chain of their customers – right back to their origins. The standard we developed back then to guarantee transparency in the supply chain was called EAN-128 and is now called GS1-128. Since then we have acquired the capability to follow goods movements within our distribution centers. What's more, we can track the transfer of goods at the interfaces between suppliers and our distribution centers and between our distribution centers and the delivery points. This means that goods can be traced in both a "downstream" and "upstream" direction at HAVI Logistics. "Warehousing on Wheels" Whenever possible HAVI Logistics drivers stop at suppliers to load new goods on their way back to the distribution center after a delivery tour to a customer. This is called internally “backhaulage.” With a handheld device, the drivers can directly register the goods they have picked up themselves. This ensures the traceability of the goods. The truck terminals then feed the data into our system instantaneously or with a time delay – depending on the availability of a radio link. This "Warehousing on Wheels" is practiced at HAVI Logistics all over Europe. When goods are received at our HAVI Logistics distribution centers, the barcode labels of each individual pallet are scanned by warehouse employees using another handheld device. The data recorded in this way are processed into a computer system called Catellae, developed by the Danish company Lyngsoe. This system enables efficient recording of all information that was bar-coded by the manufacturer, ranging, for example, from the best before date and the type and number of packing units to the manufacturer's article number. The Catellae software is already in use at more than 30 of HAVI Logistics' 44 distribution centers. Moreover, the system will be launched soon in Russia and Turkey. Michel Perren, warehouse employee at HAVI Logistics Switzerland, scans the barcode labels of each individual pallet. The handheld devices conforming to the GS1 standard also play an important role during order-picking. They are furnished with a permanent WLAN link to the main system that allows real-time stock adjustments. Every single orderpicking list can be viewed there, and for every picking item the corresponding storage location is listed. Before picking goods from the shelves, the employee scans in the respective barcode. The system automatically checks whether there is any stock with a closer best before date. After picking, the remaining stock amount at the picking location has to be confirmed to the system. If this figure deviates from the theoretical stock, an error message is displayed and corrective measures have to be taken. These functions reduce errors in order-picking and inventory. wItH our trAckIng & trAcIng system, we can also raise our transport speed at HAVI Logistics. Various food suppliers, e.g. manufacturers of poultry products, must obtain biochemical testing certificates and releases for their products. With our new standard we can already enter the goods into our logistics system, and transport them to our distribution center. The system blocks these goods from being picked until the positiv release has been issued. Prior to the introduction of the Catellae System, the goods were withheld at the supplier, and precious time was lost. we know exActLy wHIcH goods wILL be de- LIVered to wHIcH customer. This is a big advantage in the case of product recalls. Thanks to the consistent application of the GS1 barcode, all HAVI Logistics distribution centers are 09 The Swiss warehouse employee Fabian Hafner while printing barcode labels. able to locate all items already delivered. They are also able to locate items still on stock within ten minutes and with just one push of the button. After this time both the sales units affected and all shipments of the goods in question are for orderpicking In this situation the IT system is exceedingly helpful. It provides us with valuable information such as where the items are now located (i.e. on which delivery tour) and which customers have received such goods. It can also pinpoint the time of delivery and the quantity of goods delivered. Within two days HAVI Logistics is ready ro accept all the return deliveries. *GS1 is an international not-for-profit association dedicated to the development and implementation of global standards and solutions to improve the efficiency and visibility of supply and demand chains globally and across multiple sectors. The GS1 System of standards is the most widelyused supply-chain standards system in the world.
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