Business consulting para mejorar el nivel de servicio en Compañía Nacional de Chocolates de Perú SA
Date
2023-07-11
Journal Title
Journal ISSN
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Publisher
Pontificia Universidad Católica del Perú
Abstract
Compañía Nacional de Chocolates de Perú SA (CNCH), anteriormente Winter´s, es una
empresa que cuenta con 39 años de historia en el mercado peruano. Su modelo de negocio
persigue la creciente generación de valor basado en calidad, servicio y precio; de aquí se
despliega la estrategia de operaciones y cadena de suministros.
La gerencia de operaciones congruente con el interés corporativo de desarrollar la mejora
continua en los procesos ha ido experimentando cambios importantes durante los últimos
años con el objetivo de crear valor dentro de la organización, y es así como en el 2020 se
implementa la metodología S&OP y en paralelo Demand Driven MRP modelo operacional.
Estas implementaciones han fortalecido el abastecimiento oportuno de insumos para la
producción, además, de estar alineadas a las necesidades del mercado. A la fecha CNCH ha
ejecutado proyectos enfocados en mejorar la experiencia del consumidor e identificar
productos con mayor rentabilidad.
Pese a las grandes mejoras logradas se evidencia un nivel de servicio bajo del 95.91%,
ocasionado principalmente por la imprecisión en la demanda del 37%; este trabajo plantea
llevar a otro nivel el proceso de implementación de la metodología Demand Driven.
Actualmente CNCH se encuentra en la etapa dos, que es el nivel operativo del Demand
Driven; se requiere llevarlo a la etapa tres Demand Driven Adaptative Enterprise; que
permitirá generar flujo en entornos BANI. Para lograr este objetivo se plantean las siguientes
iniciativas (a) formación del equipo de trabajo Demand Driven S&OP (DDS&OP), (b)
Generación del buffer de habilidades, (c) definir los rangos relevantes, (d) definición de los
elementos de DDS&OP, (e) definición de los medidores tácticos, y (f) tecnología de la
información. Lograr la implementación de la etapa tres del Demand Driven supone resultados
favorables para la compañía tales como mejora del nivel de servicio del 95.91% al 97% y
precisión de la demanda del 37% al 45%, representando un ahorro de S/ 482,986.
National Chocolate Company of Peru SA (CNCH), formerly Winter's, is a company with 39 years of history in the Peruvian market. Their business model aims to achieve increasing value generation based on quality, service, and price, which drives their operations strategy and supply chain. Operations management has undergone significant changes in recent years that are consistent with the corporate interest in developing continuous improvement in processes. As a result, the S&OP methodology and Demand Driven MRP operational model were implemented in parallel in 2020. These innovations have improved the timely supply of industrial inputs while also being in line with consumer demands. Up to this point, CNCH has carried out initiatives aimed at enhancing the customer experience and locating goods with higher profitability. Despite the significant progress achieved, a low service level of 95.91% is still noticeable, primarily due to the demand's 37% imprecision. This study proposes to advance the Demand Driven methodology's implementation process. The Demand Driven enterprise is currently in stage two, which is the operational level. CNCH must advance to stage three, Demand Driven adaptive enterprise, which will enable flow generation in BANI environments. The creation of the Demand Driven S&OP (DDS&OP) work team, the generation of the skills buffer, the definition of the pertinent ranges, the definition of the DDS&OP elements, the definition of tactical gauges, and the use of information technology are all suggested as initiatives to accomplish this goal. Reaching stage three of Demand Driven implementation is expected to produce positive outcomes for the business, such as an increase in service level from 95.91% to 97% and accuracy of the demand from 37% to 45%, which translates to a savings of S/ 482,986.
National Chocolate Company of Peru SA (CNCH), formerly Winter's, is a company with 39 years of history in the Peruvian market. Their business model aims to achieve increasing value generation based on quality, service, and price, which drives their operations strategy and supply chain. Operations management has undergone significant changes in recent years that are consistent with the corporate interest in developing continuous improvement in processes. As a result, the S&OP methodology and Demand Driven MRP operational model were implemented in parallel in 2020. These innovations have improved the timely supply of industrial inputs while also being in line with consumer demands. Up to this point, CNCH has carried out initiatives aimed at enhancing the customer experience and locating goods with higher profitability. Despite the significant progress achieved, a low service level of 95.91% is still noticeable, primarily due to the demand's 37% imprecision. This study proposes to advance the Demand Driven methodology's implementation process. The Demand Driven enterprise is currently in stage two, which is the operational level. CNCH must advance to stage three, Demand Driven adaptive enterprise, which will enable flow generation in BANI environments. The creation of the Demand Driven S&OP (DDS&OP) work team, the generation of the skills buffer, the definition of the pertinent ranges, the definition of the DDS&OP elements, the definition of tactical gauges, and the use of information technology are all suggested as initiatives to accomplish this goal. Reaching stage three of Demand Driven implementation is expected to produce positive outcomes for the business, such as an increase in service level from 95.91% to 97% and accuracy of the demand from 37% to 45%, which translates to a savings of S/ 482,986.
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Keywords
Consultores de empresas--Planificación estratégica, Chocolate--Industria y comercio, Control de procesos--Mejoramiento, Servicios al cliente--Calidad, Servicios al cliente--Perú
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