Customers first

About the company

Company B is an international automotive supplier, manufacturing specialised pressings for OEMs across the world. The firm prides itself on being leaders in lean manufacturing.

Outcome

Communications strategy developed.

Executive summary

While Company B has experienced positive growth in recent years and overall performance is known to be competitive, the benchmark assisted management to identify underlying weaknesses that needed attention.

Challenges

An in-depth analysis of the firm’s customers and their perception of performance identified specific concerns relating to the price, service and quality aspects over 12 months.

How the benchmark helped

The benchmark helped identify the need to establish and refine existing communication processes to negate challenges and change perceptions.

Results and future plans

A refined communication strategy with customers has been developed and improvements in the long term are expected.

Wesley Fallon

Businesses can thrive only when they have all the information needed to make smart, strategic decisions and I am proud to lead the Diagnostics team at BMA providing this critical insight and intelligence.