Monthly Archives: August 2009

Earn Your Customer’s Loyalty … And Maybe You’ll Keep Them

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Customer acquisition is an investment, but customer retention delivers profitability, so you should do what you can to keep your current customers, as per a recent article on “how to earn your customers’ loyalty” in CRM News.

The article delivered seven strategies to keep your customers loyal which is worth a review, especially if you are a supply chain department whose survival depends on keeping your internal customers happy.

  • Provide Stellar Customer Service
    It’s a key differentiator in the retail world and in the boardroom.
  • Make your Web Site a Customer Self-Service Center
    And open your applications up to the company, at least for status reporting.
  • Use e-mail to communicate with customers.
    It’s great for keeping them up to date.
  • Pick Up the Phone
    Call your customers regularly to see how they are doing or if they need anything.
  • Solicit Customer Feedback
    Listen, and Respond. Customers want to feel valued.
  • Reward Customer Retention
    Share the success. There’ll be enough to go around.
  • Establish Customer-Friendly Policies.
    Your job is to get them what they need at the best price.

What Metrics Should Your Manufacturing Organization Be Using?

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In “The Metrics-Driven Organization” from Exact Software, the authors reprint a table from AMR from 2007 that listed the top 19 manufacturing metrics in use today, with 13 used by over 50% of organizations. Metrics are important, because you really can’t manage what you can’t measure, but you need to have the right metrics, and the right number of metrics to achieve success.

The top 13 metrics are:

  • inventory levels
  • fixed manufacturing costs
  • average cycle times
  • scrap and rework
  • variable manufacturing costs
  • profitability of products
  • raw material quality
  • finished goods quality
  • demand / demand variance
  • manufacturing line-schedule visibility
  • transportation/logistics schedules and costs
  • manufacturing line capacity visibility
  • KPIs / performance of key production assets

But which are the right ones for you?

The article notes that you need to focus on metrics that drive productivity, metrics that are demand-driven, and metrics that can be automated with technology. In addition, it’s also important to focus on metrics that impact the perfect order, metrics that impact sustainability, and metrics that impact working capital.

I’d recommend the following five from the above list:

  • inventory levels (working capital)
  • average cycle times (productivity)
  • profitability of products (sustainability)
  • demand / demand variance (demand driven)
  • KPIs / performance of key production assets (automated)

Plus these two metrics from AMR’s list that are only used by 48% and 35% of organizations, respectively:

  • supplier on-time delivery (perfect order)
  • variability of cycle times (productivity, perfect order, sustainability, & working capital)

Will Poor Spend Management Be The End of the Ivy League?

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As per this recent article in (of all places) Vanity Fair, Harvard (University), which only one year ago had an endowment greater than the GDP of half of the countries participating in the IMF at 36.9 Billion, may now be on the brink of financial disaster. Between last July and last October, the first four months of Harvard’s most recent fiscal year, Harvard’s endowment lost 22% — a whopping 8 Billion, or more money than Columbia University has in its entire endowment of 7.1 Billion. Furthermore, last December, Harvard’s President warned that a total loss of 30% was expected for the fiscal year (which equates to more than 11.1 Billion) while journalists like Jay Epstein of the Huffington Post argued that, adjusted for the true value of Harvard’s liquid assets, the endowment’s losses were closer to 50% (or 18.4 Billion). Harvard has not yet released its annual financial report, but even though, thanks to a slight economic rebound, losses are expected to be in-line with losses at other universities, in the 23% to 25% range (or the 8.5B to 9.2B range), that’s still a devastating loss.

While it likely won’t spell the end of Harvard, or the Ivy League, it’s sure going to have an impact, one way or another, on the quality of education and life in general at Harvard as faculty after faculty and department after department struggles to implement budget cuts of 20% or more. Budget cuts of this magnitude in any University will generally mean the loss of new facilities and equipment, classes, lab instructors, teaching assistants, and faculty.

So what happened? And what spend management lessons can we take from it?

The vanity fair article had a great summary of many of the actions that likely contributed to the fallout. Let’s review the important ones:

  • Between 2000 and 2008, Harvard added 6.2 Million square feet in new projects that cost 4.3 Billion.
    It also started the Allston Science Complex, now on hold, which came with a price tag of 1.2 Billion. The total expansion price tag represented almost 20% of its total endowment in 2005.
  • In response to this crisis, Harvard sold 2.5 Billion worth of bonds last December and increased it’s debt to over 6 Billion.
    This move, for an amount greater than the GDP of Swaziland, will cost Harvard an average of 0.5 Billion a year through 2038 (according to Standard & Poor’s).
  • (Forgotten?) Interest rate swaps from the early 2000’s that only offered protection if interest rates rose.
    This resulted in Harvard facing an additional 1 Billion loss.
  • It increased its annual operating budget 67% between 1998 (from 2.1 Billion) and 2008 (to 3.5 Billion).
    This is more than twice the rate of inflation, which was roughly 29% over the same period.
  • It increased student subsidies 270% over the last decade, from 125 Million to 338 Million.
    As of 2006, students whose parents earned less than 60,000 a year, a figure well above the median U.S. household income of 50,000, could attend Harvard free. As of 2007, students whose parents earned less than 180,000 a year would pay at most 10% of their family’s annual income in tuition.
  • In 1990, soon after (Jack) Meyer took over financial management at the HMC, Harvard diversified from traditional equity & bond investments into a diversified portfolio that contained pretty much every exotic investment there is.
    Private equity, real estate, oil, gas, fixed-income arbitrage, timberland, hedge funds, high-tech start-ups, foreign equities, credit-default swaps, interest-rate swaps, cross-currency swaps, commodities, venture-capital funds, and junk bonds were just some of the investments.
  • In the late 1990s, Meyer’s best portfolio managers started to leave in droves.
    Meyer paid them based on performance, and in the late 1990s, some of them were making over 10 Million annually. The WSJ got their hands on the story, resentment followed, and the top performers left to work at, or start, funds where no one had to know how much they made.
  • Finally, in 2005, Meyer himself left and it took the HMC almost a year to find a replacement.
    The reduced staff, with no leadership and no particular investment strategy, foolishly continued to invest in the latest, and most glamourous, hedge funds (even though the mania had peaked).
  • Meyer’s replacement, (Mohamed) El-Erian, continued Meyer’s aggressive approach to Harvard’s. portfolio and added even more risk.
    Emerging market investments and tail-risk hedging were two examples of new strategies added to the pool
  • Less than two years later, El-Erian returned to PIMCO.
    It took four months to find his replacement, (Jane) Mendillo — whose recent management experience was a fund twenty-two times smaller.

So what spend management lessons are there to be learned? Lots! But I believe that these are the important ones.

  • One way hedges only work one way.
    This goes doubly true if you’re hedging interest rates. If a shift in the opposite direction can also hurt you, make sure that you either have a second hedging (or swapping) strategy or that you include cancellation/buy-out clauses which you can invoke at the first sign of trouble (and actively monitor for that trouble).
  • Be wary of over-investing in fixed-assets.
    While they look good on the balance sheet, they can eat up a large chunk of your cash flow and cause you problems if your cash flow tightens rapidly. Sometimes you should just outsource (or rent).
  • You need a risk management strategy for your risk management strategy.
    HMC’s financial success was largely due to the visionary and focussed leadership of one man — Meyer — who built an elite team to carry out the strategy. The departure of the leader and most of the core team resulted in the loss of the ability to sustain and manage the strategy, which created a risk much greater than any individual investment. Your risk management strategy must include a succession plan and a blueprint to effectively monitor and continue the activities in the event of the loss of one or more key people until those key people are replaced. Not only must their responsibilities be documented, but so must everything they did, are doing, and must continue to do to prevent greater risk. Otherwise, you could forget to cancel a swap and lose millions (or, in Harvard’s case, thousands of millions).
  • You must control your year-over-year operating budgets.
    If your income is relatively stable and generally doesn’t increase faster than a fixed rate (that can be tied to inflation), neither should your operating expenses. It’s a disaster waiting to happen if your operating expenses (continue to) increase when your revenues decrease.
  • Loss leaders can result in huge losses if you only sell one product!
    Lower prices is a greater way to grab new market share, but it might not be worth it if you have to take a loss on each product you sell. While 10% of the Harvard operating budget for student aid was reasonable in 2008 when the operating budget was 3.5 Billion, it gets expensive if the budget falls 25%! The same holds for your company … if you’re counting on future revenue to make up a new product launch loss, with the fickleness of the market, it might not be there!
  • Don’t get greedy.
    While high risk investments can pay off handsomely in a boom, they can also result in devastating losses in a bust. If you don’t have the money to lose, don’t take high risks. This also means that you don’t switch to an unproven sole-source supplier for a key component when only a handful of suppliers can make the part, that you don’t over-source or sole-source perishable or limited-supply commodities from natural disaster zones, and that you don’t just throw key functions over-the-wall to a new, unproven, BPO.

The Upside of the Recession for Supply Chain Risk Management?

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A recent article in CFO noted that, in 2008, “as supply outpaced demand, insurance costs slid”. Even as financial markets churned, and the annual tally of natural disasters reached the second-highest level on record, the total cost of risk fell by nearly 10% last year, according to the latest Benchmark Survey released by the Risk and Insurance Management Society (RIMS).

More specifically, insurance premiums fell to an average of $10.68 per $1,000 of revenue in 2008 from $11.78 per 1,000 of revenue in 2007. Why? A number of reasons. Corporations have been reluctant to undertake any (new) activities that contain the slightest amount of risk and the demand for insurance has been shrinking because of the recession as risk managers explore (less costly) alternatives to traditional insurance to keep costs down.

Is this a good thing? I don’t think so. First of all, since some of the “alternatives” to risk management include reducing the size of the risk management staff, you know this is only going to result in more disasters down the line. Secondly, innovation and profit always require some risk. Without a few chances here and there, your supply chain will stagnate and you’ll eventually be overtaken by a competitor who tried something new, succeeded beyond their wildest imagination, and stole the market out from under you. So while you need to be cautious and insure you don’t bite of more than you can chew in the risk department, you can’t stop taking the odd risk. That’s ultimately how progress happens.

Fixing Prices Causes Broken Supply Chains

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Editor’s Note: This post is from regular contributor Norman Katz, Sourcing Innovation’s resident expert on supply chain fraud and supply chain risk. Catch up on his column in the archives.

In the May 2009 edition of World Trade magazine, I read that three more global air carriers were found guilty of price fixing by the U.S. Department of Justice. For approximately six years, it looks like a total of 21 rival companies met with each other and conspired to set service pricing. The total fines exceed $1.8 billion, and three executives have been sent to jail.

Ouch … and shame on all of you.

As these air cargo companies were fixing prices they were also robbing their customers of competitive leverage in choosing an air cargo carrier. Price fixing is fraud and is illegal. In the United States, the Sherman Anti-Trust Act and the RICO (Racketeer Influenced Corrupt Organizations) Act can be used to prosecute against organizations that conspire to fix prices.

But the problem goes deeper, because with the price fixing supply chain performance metrics would have been skewed, also robbing the customers of the ability to accurately assess price-for-performance in air cargo shipping. By affecting this – and other – related metrics, customers could not accurately perform analysis to select the best air cargo carrier even while a current carrier was failing to meet performance requirements.

When service companies conspire to set prices, there may no longer the pressure to perform for competitive purposes. So what if performance slips a little? Without competitive prices, a customer may not likely jump from one company to another as long as performance is still within “tolerable” limits.

But here is where the greater problem can lie: As performance slips disruption to the supply chain grows, and costs through the supply chain increase. From empty spaces on store shelves to empty inventory positions, supply chains – whether regional, national, or global – rely more and more on tight timeframes. The impact of a few percentage point slippage in performance can mean lost sales and idle manufacturing shop floors. Compounding these costs, if coverage for poor performance causes buyers to increase stock levels – whether for raw materials or finished goods – this then forces these customer companies to hold higher levels of inventory which decreases cash reserves, robbing the companies of usable cash for other needs.

Expedited shipping to deliver goods to their final destination may now have to be incurred, and while this benefits those particular carriers – who may not have been involved in the price fixed conspiracy – here again the customer companies are forced to utilize cash to cover for the disruption due to fraud.

Higher operating costs increase a product’s Cost Of Goods Sold, which can ultimately be reflected in the higher price the consumer will pay for those goods, unless the company is willing to absorb those costs. However, the company’s profit margins are reduced, which, for public companies, can impact shareholder dividends and stock prices, so there may be reluctance for the company to absorb such higher operating costs because of the negative effect to financial performance.

This fraud is an excellent example of the cascading effect a disruption in one supply chain link can have across the entire length of the supply chain, and even beyond. Fraudsters don’t often consider the negative impacts of their crimes and the number of people that can truly be affected by their actions. Lots of honest employees at a few very large corporations had their lives adversely affected when the unethical and illegal actions of a few senior executives sent these companies crashing down like a toppled house of cards.

Isaac Newton’s Third Law of Motion states that “for every action there is an equal and opposite reaction.” Hmmmmm … I’ll bet Newton never considered how the damage wrought by so few could affect so many, and he might have amended his third law of motion if he had known about supply chains.

Norman Katz, Katzscan