Customer Service: from descriptive to predictive
Overview
| Company Name / Department |
Mars Wrively |
| Contact Person | Jacco Stam |
| Location | Veghel |
| Optional remote work | Yes, 3 days in the office minimum |
| Travel expenses (own account or reimbursed by the company) | Reimbursed |
| Housing arranged by company |
No
|
| Housing expenses (how much per month, own account or subsidized by the company) | Own account |
| Internship compensation | € … per month |
| Study program | |
| Start date | ASAP / September 1st 2026 |
Company Description
Mars is an American multinational manufacturer of confectionery, pet food, and other food products and a provider of animal care services. Mars is headquartered in McLean, Virginia and is entirely owned by the Mars family.
In Veghel, Mars operates the largest chocolate factory in the world. It’s where products like Mars, Snickers, Twix, Milky Way and many others are produced. Also, Veghel is the logistics hub for chocolate products in Europe, as well as the regional supply chain office.
Project Description
Customer Service Level (CSL) is one of the key KPIs for Mars to measure its performance. Currently, CSL has a major of focus in the organization and a lot of projects are ongoing to improve the customer service level.
With the Center Of Excellence, we want to go to the next level by predicting future customer service hits based on other performance indicators. That way, we allow the business to see in the near future and take preventive actions before they actually hit us.
Goal of the Project
Developing a tool to predict future CSL hits to allow the business to take preventive measures.
Deliverables
- Understand the relationship between CSL and other KPIs as predictors
- Understand predictive relations and thresholds
- Develop prediction tool POC and trial a business process around that
Essential student knowledge
Data & Analytics
Supply Chain Management
Project management
Stakeholder management
More information: escf@tue.nl
