Companies realize “managing the back-end” is crucial to sustain customer confidence and revenue growth. With increased outsourcing and complex supply chain companies without adequate investments and capabilities in logistics may suffer from missed deliveries, higher freight and delivery costs and poor customer satisfaction. Companies that do not manage their operations suffer from waste, unevenness in operations and overburdening of equipment and people. Service companies suffer when they do not have standardized operating procedures to direct operations in various customer engagement scenario’s or poor service design leads to unpleasant moments of truth.
Browne & Mohan consultants apply lean principles and proven supply chain methodologies to help build clients world class manufacturing (WCM) capabilities. We use process mapping, value stream, COPQ, six sigma and other tools to identify and eliminate non value added operations and reduce cost per operation. We offer aftermarket consulting to OEMs and their dealers on services, parts and sales. We carry out dealer service and warranty audits, revenue leakage analysis and customer experience audit. We design and implement effective service recovery strategies across service operations including hospitality, healthcare and education.