HENKEL ADHESIVE TECHNOLOGIES
HENKEL ADHESIVE TECHNOLOGIES
FOUNDED: 1876 NUMBER OF EMPLOYEES: 47.000 REVENUE: € 20BN( US $ 22.8BN)
That shift in perspective from internal performance to external experience had already been seeded during Henkel Adhesive Technologies’ s first supply chain transformation. A key moment, Bjoern recalls, came when the team introduced its Perfect Order KPI: a measurement built not on internal data points, but on how customers themselves perceived the company’ s performance.
“ We realised there was a big gap between how we perceived how good we were, and how our customers perceived us,” says Bjoern.“ The whole accountability of our performance switched, and I think that really was a decisive moment in our supply chain transformation.”
“ We need to integrate because customers don’ t look at our supply chain and see us as separate entities. They see us as one”
Mirko Koerrenz Director of Global Customer Service Experience Henkel Adhesive Technologies
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