Only 10% of Companies Have the Customer-Centric Supply Chains Required for Resilience, According to New Accenture Report
24 Junio 2020 - 6:59AM
Business Wire
With COVID-19 magnifying the challenges to and
changing global demands of supply chains, now is the time to make
the lifeline of humanity more responsible and relevant than
ever
Just 10% of companies were on the right path to building
customer-centric supply chains that are resilient and enable growth
prior to the COVID-19 pandemic, according to a new report from
Accenture (NYSE: ACN). While supply chains have traditionally been
a driver of efficiencies and scale, the report discusses how their
role in recent years has evolved beyond mere efficiency and toward
lasting growth.
Based on a global survey of 900 senior executives from nine
major industries across 10 geographies, the report, titled
“A License for Growth: Customer-centric
supply chains,” identifies major supply chain challenges
that have only been magnified by the ongoing COVID-19 global crisis
including: inflexibility to deliver undifferentiated customer
offerings; poor ecosystem design lacking the right partners; and a
siloed technology architecture that stifles collaboration and
co-innovation. The report also outlines leading practices of a few
selected companies that have transformed their supply chains and
created a customer experience that is both purpose-led and focused
on growth.
“The supply chain has always been the lifeline to humanity. The
COVID-19 health crisis has brought to light the critical need for a
resilient supply chain that produces and delivers all essential
goods and services quickly, safely and securely,” said Kris
Timmermans, a senior managing director and global supply chain and
operations lead at Accenture. “Companies have moved quickly to
prioritize transparency and enable faster decision-making. Now they
must double down on building more customer-centric, purposeful
supply chains that will lead to growth as economies rebound.”
The companies in the report have invested US$153 million, on
average, over the past two years to transform their supply chains.
However, it is just a small group — 10% of those surveyed — that
are effectively using their investments to transform their supply
chains to meet increasing and evolving customer experience demands.
The Accenture analysis found that these leading companies follow
four key practices that cement them as leaders among their
peers:
- Begin with the customer in mind. Base supply chain
strategy on what the customer values, which is a more complex
endeavour than ever before because customer experiences are now
purpose-led and personalized. More than two-thirds (71%) of the
leading companies build supply chain strategies to deliver
experiences linked to key customer value propositions, such as
sustainability, data privacy/security and customized delivery and
service
- Turn insight into innovation. Invest in building
analytical, asset-light collaboration architectures, which could
significantly increase the supply chain’s impact on revenue and
shared success within and outside their ecosystems. In fact, more
than half of the average revenue growth that the leading companies
experienced came from collaboration tools and data-driven insight
technologies.
- Develop targeted capabilities. All of these leading
companies, whether B2B or B2C, have built capabilities to segment
customers and products in real-time. They’ve partnered with
procurement to design products and services and identify potential
suppliers to achieve target margins. They also invest in advanced
cybersecurity capabilities to address the growing security threats
from data breaches and data theft.
- Engage the CEO beyond conversation. Support from the top
is key to true supply chain transformation. The CEOs of these
leading companies are more likely to drive supply chain discussions
with their boards and translate those discussions into results.
More than half (53%) of these CEOs allocate funding to drive supply
chain innovation, and 49% allocate top talent to accelerate supply
chain transformation
The report also includes analysis proving that the efforts taken
by these leading companies have paid off. Accenture’s financial
analysis of these leaders has found that during the period from
2017-2019, they have outperformed other companies in several areas.
For instance, they grew [revenues] 13%, on average, compared with
an average revenue decline of 5% for the other companies. Moreover,
their supply chain contribution to total revenue was triple that of
the other companies’ (52% vs. 17%); and they delivered EBITDA*
margins 2.5% higher than those of the other companies.
“As we continue to navigate the uncertainty of fast-changing
shifts in customer behaviors, a customer-centric supply chain is
essential to the well-being of companies and society as a whole,”
said Mark George, a managing director and North America lead for
supply chain and operations at Accenture Strategy. “The good news
is that the approaches that leaders are taking is an imitable
formula that all companies can follow to transform their supply
chains and sustain the operations that serve their customers and
communities, as well as Main Street and Wall Street, with purpose
and growth.”
For the full report, please visit:
www.accenture.com/resilientsupplychains
About the Research
Accenture surveyed C-level executives from 900 companies from
nine industries across 10 geographies during December 2019 to
February 2020 to understand how they are transforming their
existing supply chains into ones that deliver customer
experience-led growth. Accenture used econometric modeling to
estimate the impact of collaborative analytical asset-light
architecture on revenue growth. Additionally, Accenture used the
CapIQ database to highlight the differences in 10% of the companies
surveyed, who are top performers, versus others on indicators such
as EBITDA and share price movements.
*A standard accounting measure, EBITDA refers to earnings before
interest, taxes, depreciation and amortization.
About Accenture
Accenture is a leading global professional services company,
providing a broad range of services in strategy and consulting,
interactive, technology and operations, with digital capabilities
across all of these services. We combine unmatched experience and
specialized capabilities across more than 40 industries — powered
by the world’s largest network of Advanced Technology and
Intelligent Operations centers. With 509,000 people serving clients
in more than 120 countries, Accenture brings continuous innovation
to help clients improve their performance and create lasting value
across their enterprises. Visit us at www.accenture.com.
Copyright © 2020 Accenture. All rights reserved. Accenture and
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Maggie Nolan Accenture +1 917 452 3964
margaret.d.nolan@accenture.com
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