1999, Volume 2, Paper 25
ISSN: 2209-6612

The Virtually Integrated Enterprise: A Case Study Improving Customer Service through Logistical Change Management – Driving Urgency from Supplier to Customer; an integrated approach

Cliff Johnson
Dr Ernst Luthi

The Nutritional & Consumer Products sector of Monsanto Australia serviced a wide range of products, from Artificial Sweeteners under the brands of Equal® and NutraSweet® to Home-Use Herbicides, Insecticides, Pesticides and Fertilizers under the brands of Roundup®, Defender® and Phostrogen®. This paper will focus on the initiatives taken by Monsanto Australia in 1998 to drive customer service for Lawn & Garden customers from 39% in 1997 to 98% in 1998. Electronic Data Interchange (EDI) with customers and suppliers, Strategic Supply Partnerships, Warehouse and Transportation Initiatives, External and Internal Cultural Change, Personnel Development and Leadership all combined to created a sense of urgency where the Customer was the Number ONE avenue of meeting sales and profit.

Download full document here