Customer Experience – Measure and Optimize – Sachem Europe BV

 Overview

Company Description

SACHEM is a global chemical science company specializing in extremely pure, precise, and innovative chemistry products and services critical to our customers’ manufacturing processes.
SACHEM is a Privately Held Company with 375 associates worldwide. SACHEM has 6 manufacturing facilities and 4 research and development centers. SACHEM has strong commitment to Health, Safety, Environment and Ethics. SACHEM has established leading positions in key growth markets through technical expertise, revolutionary service, and an unwavering commitment to safety and the environment. 

Project Description

This project is meant to define and measure the relevant KPI’s for customer experience of our offerings and how these offerings are serviced to our most important customers, e.g. concerning delivery performance and responsiveness. Based on the as-is situation, the goal is to set (a) new (bench marked) target(s) and develop solutions to reach the new target(s) by analyzing the existing weaknesses. The proposed actions and/ or recommendations would set the ground for a future MSc assignment. As a future research direction, a proposal for a potential next assignment would be appreciated.

Trigger for the project
SACHEM Europe is mentioned to be a reliable and a trustworthy supplier to it’s customers. General feedback is that we are responsive and flexible. We are evaluated on various criteria on a regular basis by a number of our customers. This is a lagging indicator for how we are performing. By measuring our Customer Experience we have a better forward looking view on how we are preforming on the various criteria. Additionally we will be able to take actions to improve if necessary and measure if our actions are paying off. Ideally we can steer our service levels and differentiate our service and offering to optimize our value.

Goals of the Project

Determine KPI’s (lead and lag) to measure customer experience and define opportunities for improvement and differentiation opportunities

The goal of the project is to measure Customer Experience (current status) according to the to be developed and agreed upon KPI’s. Based on the results the student is asked to set bench marked targets and develop an improvement solution via a thorough analysis. This would lead to actionable recommendations to reach the new (to be determined) targets.

Deliverables

– Set KPI’s based on bench mark data
– Measure the “as is” customer experience for selected customers accordingly
– Develop solution(s), and actionable recommendations to optimize/improve the customer experience
– Propose a next (follow-up) assignment

Essential Student Knowledge

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 More information: escf@tue.nl