Get back on course with targeted task force management

Whether due to increased demand or the opening of a new warehouse – change can cause confusion in supply chain processes. This has a direct influence on the customer journey, as supply shortages delay production and further processes. Especially in the retail and consumer goods industry, imbalanced processes can directly affect customer relationships, as shipments reach end customers later, leaving a negative impression.

Generally, when disruptions happen, a variety of tools and methods are used to improve the affected areas or strengthen weak spots. But when that doesn’t work, implementing a task force can help: this team, which is separate from the operative business, is responsible for optimizing processes in a short timeframe – and thus improving day-to-day business, step by step. The task force is typically deployed for three to six months. Within this timeframe, the team plans and acts in blocks of at most four weeks to execute the planned optimization in small steps. A task force can be assembled inhouse or with the help of external service providers. To ensure its success, several aspects must be considered.

Set priorities and focus

Not all problems can be solved at the same time. That’s why it’s important to focus and keep to-do lists short – to concentrate capacity. Should the first step be to reduce costs, increase output or improve quality?
 

If, for example, there is already a large backlog due to outbound shipping delays caused by defective machinery or employee shortages, this could be the focus if the goal is to improve output. That would directly affect customer satisfaction, as orders could once again be processed and sent quickly. Given this priority, potential challenges in other areas like goods receiving would be irrelevant for the first step – these could become the focus at a later point, once shipping runs smoothly again.
 

It is often difficult for those involved to not immediately jump on individual problem areas when the focus should be on solving a different challenge. It is important for the responsible team or business management to encourage employees to work on tasks one after another so they can focus their capacity – which sends a clear signal that the prioritization can and should continue as planned.

Creating transparency – even for unfavorable news

Transparency helps everyone involved and ensures process understanding within the organization. Transparency could include informing the marketing department that due to missing capacity, no additional output can be generated and advertising should be reduced. It could also prepare customer service for an increase in customer inquiries due to delayed deliveries. Even if this is not good news for the relevant departments, transparency can still ensure understanding, combat frustration and serve as a tool for expectation management – even for end customers.

Transparency can also be achieved through regular updates, short trials and making the task force team approachable.