Sales, and Customer Service Move through Role Changes

MARKETING, SALES, AND CUSTOMER SERVICE MOVE THROUGH ROLE CHANGES 

In Level 4, the transformation continues. The strategic account sales representative is an integral part of the network, actively processing collaboratively developed new solution sets for customers. The sales representative becomes the initiator of critical responses that cut cycle time, provide the necessary information to solve problems, and offer consultative advice on potential supply chain improvements. This representative also becomes instrumental in providing the resources for the inevitable team processing that comes from pilot projects designed to enhance the relationship and build new revenues. 

As success is achieved, the nucleus firm can extend what has become a very special system for the most important customers to a larger segment of its customer base and build even more revenues. U.S. Steel is an example. This firm has typically sold direct to its largest customers with a built-in supply chain and order management system. They went further 

ENGINEERING, PLANNING, SCHEDULING, AND MANUFACTURING BECOME LINKED PROCESSES 

Level 4 sees the introduction of collaborative network planning, with a team-focused approach to engineering, and production planning appears. The partners seriously evaluate which has the core competency and how best to utilize network assets. Suppliers have access to CAD/CAM and PDM tools and information. An example shows what an early pioneer accomplished. The U.S. unit of Taiwan Semiconductor lets customers such as Intel, Motorola, and Adaptec access its order-management system 

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