Improving Customer Satisfaction - Closing the Service Gap between Supplier and Customer

Professionalism in the field of quality, procurement, materials planning, and supply chain management has grown extensively. There are new roles that require a thorough understanding of functional interrelationship if you are to succeed.

This program identifies the elements needed to provide a business with the best materials and/or service. Understand how to bring together the concepts of Total Cost, Lean/Six Sigma, Certification Process of Suppliers, and the new relationships necessary to ensure success. The instruction will show how to establish clear, mutually acceptable goals with your suppliers.

With the knowledge and practical methodology learned in this course, you will have the ability to boost your customer satisfaction.

Why you should Attend

How to develop a collaborative partnership to obtain peak performance
What the methodology is in creating an environment that engenders a productive exchange of ideas and focus on company objectives
How to relate Total Cost to unit cost
How to relate other functional activities, such as Supply Chain Management, Information Systems, Operations, and Maintenance
What are the techniques of systems contracting, vendor managed inventories, supplier certification, etc and how to employ them with measurable results

Areas Covered in the Session

TODAY’S ENVIRONMENT
- Addressing change and measurement
FUNCTIONAL LEADERSHIP
- Understanding the interface with materials management
- Employing tools
- Problem Solving, Pareto’s Law and Audits
INTERFACES HAVING IMPACT ON CUSTOMER/SUPPLIER PERFORMANCE
- Finance - price determination, cost analysis, Total Cost vs. Unit Cost
SUPPLIERS
- What is in it for them?
HOW TO IMPLEMENT
- Who will be involved and why?
- How long will it take?

Who Will Benefit

All Titles in Procurement
Sales/Customer Service
Supply Chain Leadership Positions

Speaker Profile

Michael W. Gozzo, , CPIM, CSCP, CQA is President and Founder of THE TOTAL BUSINESS CONSULTING GROUP, LLC., a firm specializing in counseling and education of all levels of management in the areas of Supply Chain, Lean Manufacturing, Demand Flow Technology, Just-In-Time, Total Quality Control, Manufacturing Systems Implementation, Inventory Control and Production/Operations Management.

Recent involvement with Silicon Valley Leaders in Supply Chain Management, Lean Manufacturing practices and ISO include Cisco, Infineon, Sunrise Telecom, PerkinElmer, Philips Semi-conductor and SanDisk. Mike Gozzo went to Germany to train operational personnel at Lufthansa Air Cargo. He has been associated with Lean practices: pull systems, quick change, 5-S, VMI, cell design and others.

Mike has traveled and worked extensively in Canada, England, Hong Kong, Ireland, Scotland, Germany, Japan, Korea, Mexico, Indonesia, South Africa, Thailand, Bahrain, U.A.E., Qatar, Saudi Arabia, Oman, and Taiwan. He has an Executive Program Master of Business Administration Degree from the University of New Haven, as well as a Bachelor of Science in Finance from the University of Connecticut. He is certified as CPIM & CSCP by the Association of Operations Management (APICS)/Association of Supply Chain Management (ASCM). Is also a Certified Instructor (IDP) for APIC/ASCM, internationally.

Mr. Gozzo is the co-author of "Made in America - The Total Business Concept" and several other books and numerous published articles. He has developed over 50 courses which can be customized for the respective client.