Dawn Wing and Dimension Data win a silver award at the 2013 Logistics Achiever Awards ceremony. This was awarded for outstanding achievement in logistics in improving a demand-driven maintenance supply chain through implementation of appropriate systems and effective collaboration.
AIMing for top service
Dimension Data and logistics services provider Dawn Wing experienced a number of obstacles in trying to meet stringent service level agreements. New, appropriate technology drove a major turnaround in performance to result in improved customer service and financial benefits.
Dimension Data, one of SA’s largest IT companies, provides a host of global blue chip companies. Dawn Wing, a division of DPD Laser Express Logistics, provides all the support logistics for Dimension Data across Southern Africa. The service level agreements (SLAs) between Dawn Wing, Dimension Data and their client base is stringent to ensure network uptime; refreshed IT infrastructure, critical maintenance and stockholding, availability of equipment, and deliveries of new IT kit.
While both parties committed to these SLAs, both experienced similar problems: the process of communication on service requests was done manually; lack of visibility across the supply chain; extended debtors days due to lack of supporting documentation; inadequate delivery documentation; multiple 3PL distribution; inadequate resources availability for 24/7/365 commitments; high workload on warehouse staff; lack of availability of specialised fleet; and inconsistent and poor customer experience.
This saw the launch of a project/system named AIM (Automation In Motion), agreed upon and commenced in August 2012, which provided solutions for all the issues both had experienced. Once live, complete visibility from the sales process through to the delivery of the solution required, was provided to all stakeholders. The KPIs linked to the SLAs, with more accurate work flow management, was incorporated into the build.
The process is now fully managed providing access on all KPIs proactively via web access and BI reporting. Both collaboration partners have now managed to extend their service offerings into the Dimension Data stable of companies, with more valued services and actively delivering on all service commitment.