CHARLESTON, S.C.—While scientists argue when the true end of the millennium will occur, Bridgestone/Firestone Inc. is busy preparing for 2000 and beyond. Business 2000, a multi-million dollar information management project the Nashville-based tire maker is developing, aims to analyze and improve the company's internal systems for future growth and customer satisfaction, according to BFS President John Lampe.
Mr. Lampe outlined the Business 2000 concept to dealers attending the company's Dayton Tire Co. division annual sales meeting in Charleston, Jan. 30 through Feb. 1.
Company employees, in cooperation with an outside consulting firm, have been grouped into teams, each of which is responsible for a particular ``Key Performance Indicator'' (KPI) and how it relates to other company systems, Mr. Lampe explained.
For instance, a semiannual survey of 400 dealers will help members of the Customer Satisfaction Index KPI determine the level of effectiveness of the company's physical distribution system and customer service and billing programs.
``These are the areas that we feel are key indicators of the overall satisfaction of our customers,'' he told dealers. ``Watching these indicators will help us implement any needed changes with the greatest accuracy.''
Some other KPI teams include:
Customer Order Fill Rate KPI, which will help BFS determine and improve the amount of product the company ships at the time the customer needs the shipment;
Profile to 100 Percent Fill KPI, which will measure and seek to improve the amount of time it takes BFS to fill all of a customer's order;
Distribution Costs as Percent to Sales KPI, which will maximize the value BFS receives for its distribution dollars;
Inventory On Hand KPI, which will help track what items are in stock and which ones need replenishing;
Schedule Compliance KPI, which will measure how each tire plant meets its production schedules. "This information will help us keep better records of the day-to-day operations and examine how efficiently each area is functioning so we can change or improve any systems that are not operating as effectively as they could be," Mr. Lampe said; and
Forecast Accuracy KPI, which will help forecasters more accurately predict monthly customer orders.
``As we become more familiar with the new Key Performance Indicators and this innovative new program, we will be able to analyze, develop and improve our systems much more efficiently than ever before,'' Mr. Lampe said.