Ramit Mahajan, Head Customer Experience IMEA, Henkel, 0
With today's evolving business landscape, adapting to change is crucial. Supply chain management, which plays a key role in fostering growth, is no different. With effective supply chain management and a supply chain technology strategy, organizations can decrease operating expenses and adapt more flexibly to customer demands. To do that, it is also mandatory to create teams that enhance processes, improve efficiency, and ultimately add to the organization's overall success.
In conversation with Ramit Mahajan, Head Customer Experience IMEA, Henkel
Tell us about the work culture you have established in your organization and the guidelines you follow to lead your team.
I believe that establishing trust within the team is the foundation. Trust is established through transparency, genuine empathy for each other, fostering open communication within the team, and ensuring that others perceive you as sincere. For instance, if a team member struggles to meet the company's targets, the primary focus should be providing them with the necessary support. If this approach fails, exploring the option of redeployment could be considered. Ultimately, if all attempts are unsuccessful and the individual is unable to meet deliverables, it is essential to be transparent about the situation. As a last resort, if the person needs to be let go, honesty with the rest of the team is paramount rather than allowing the nonperformer to continue at the expense of others. This approach has proven effective in the long term.
How teams can better leverage technology to create overwhelming experiences?
Technology plays a fundamental role in enhancing the customer experience. Leaders who are considering investments in appropriate technologies must ensure that they possess the correct mindset from the outset, focusing on optimizing benefits for both customers and the organization. Additionally, every department and function within the organization has a part to play in this endeavor. To achieve successful teamwork, it is crucial to tackle silos. Different teams typically have their silos, so it's essential to address this issue.
My approach involves ensuring that there is some overlap in the teams' responsibilities to prevent anything from slipping through the cracks. In the event of a problem, both teams are equipped to address it, where 95 percent of the responsibilities are clearly defined. To handle the remaining 5 percent, I establish clear boundaries, ensuring that one team can catch any potential failures of the other. Once this is in place, I trust the process. As I mentioned, technology is simply a tool that supports the team in delivering a great customer experience.
How can an optimized, quality-assured supply chain be created?
To ensure the strength and reliability of our products, it is crucial to implement measures that involves sourcing
from reputable suppliers and establishing an independent purchasing function. This means ensuring that the purchasing function is not influenced by operational relationships. We can verify the credibility of suppliers through documentation, certification, and online reputation, which can easily be assessed through social media. Building trust with suppliers over time through regular interactions is also essential. In addition to sourcing from reputable suppliers, proper storage and careful handling throughout the supply chain are crucial. This involves maintaining safe warehouse conditions, which not only includes following safety protocols but also adhering to behavioral and cultural safety norms within the warehouse.
Handling transportation with care throughout the supply chain is similar to ensuring the maintenance of KPIs (Key Performance Indicators). For instance, if there is damage during transportation or in the warehouse, it's crucial to implement a formal and robust complaint system to monitor and reduce these incidents over time. This is an essential aspect of the supply chain, as it ultimately leads to increased customer satisfaction and a decrease in the likelihood of defective or damaged items.
How do you maintain brand integrity while following sustainability principles?
Let's take the example of Henkel. We deeply value our identity as a strong organizational brand; we must have a well-defined vision and mission statement that we fully embrace. We also emphasize the cultural aspect and strive to embody these statements in every aspect of our work, day in and day out. This commitment is integral for maintaining brand integrity. When delivering value in alignment with our mission, we focus on developing products that prioritize sustainability. This means closely monitoring the environmental impact of our products and assessing our sustainability performance in logistics.
We have set sustainability goals for the next 10 years and have specific sustainability targets for each function over the coming years. Regular monitoring of these goals is a crucial practice for us. We are committed to investing in sustainability, ensuring that any new factory we build is environmentally friendly. Additionally, we actively promote sustainable products to our customers. Sustainability is ingrained in every aspect of our operations, whether in our products, buildings, or logistics. To further emphasize its importance, we have elevated sustainability roles within the organization to the management level, ensuring that top management takes accountability for sustainability.
How do you attract top GenZ talent to the industry?
The supply chain has garnered significant attention, largely due to the impact of the pandemic. Previously, it used to operate quietly in the background, but now it's a topic of widespread discussion. Unfortunately, people tend to focus on the supply chain only when things go awry. When everything is running smoothly, it remains out of sight. I often advise GenZ that if they seek challenges, the supply chain is the ideal sector to pursue. There's a growing level of interest in pursuing a career in the supply chain, which I've observed over my 20 years of experience.
Also, from a macro perspective, the technologies that exist today are far more, let's say, cutting-edge in terms of supply chain. The sector is experiencing significant investment in technologies, making it very appealing to the next generation. This sector is attractive to anyone interested in technology, as well as those seeking challenges in various industries, as it essentially connects everything. In conclusion, it's not difficult to persuade GenZ that the supply chain sector is an attractive career choice. I have noticed a growing interest in this sector among many of them. My only advice is to view the supply chain as a serious and rewarding career path, as there is much potential for growth and fulfillment.
Handling transportation with care throughout the supply chain is similar to ensuring the maintenance of KPIs (Key Performance Indicators). For instance, if there is damage during transportation or in the warehouse, it's crucial to implement a formal and robust complaint system to monitor and reduce these incidents over time. This is an essential aspect of the supply chain, as it ultimately leads to increased customer satisfaction and a decrease in the likelihood of defective or damaged items.
How do you maintain brand integrity while following sustainability principles?
Let's take the example of Henkel. We deeply value our identity as a strong organizational brand; we must have a well-defined vision and mission statement that we fully embrace. We also emphasize the cultural aspect and strive to embody these statements in every aspect of our work, day in and day out. This commitment is integral for maintaining brand integrity. When delivering value in alignment with our mission, we focus on developing products that prioritize sustainability. This means closely monitoring the environmental impact of our products and assessing our sustainability performance in logistics.
I often advise GenZ that if they seek challenges, the supply chain is the ideal sector to pursue
We have set sustainability goals for the next 10 years and have specific sustainability targets for each function over the coming years. Regular monitoring of these goals is a crucial practice for us. We are committed to investing in sustainability, ensuring that any new factory we build is environmentally friendly. Additionally, we actively promote sustainable products to our customers. Sustainability is ingrained in every aspect of our operations, whether in our products, buildings, or logistics. To further emphasize its importance, we have elevated sustainability roles within the organization to the management level, ensuring that top management takes accountability for sustainability.
How do you attract top GenZ talent to the industry?
The supply chain has garnered significant attention, largely due to the impact of the pandemic. Previously, it used to operate quietly in the background, but now it's a topic of widespread discussion. Unfortunately, people tend to focus on the supply chain only when things go awry. When everything is running smoothly, it remains out of sight. I often advise GenZ that if they seek challenges, the supply chain is the ideal sector to pursue. There's a growing level of interest in pursuing a career in the supply chain, which I've observed over my 20 years of experience.
Also, from a macro perspective, the technologies that exist today are far more, let's say, cutting-edge in terms of supply chain. The sector is experiencing significant investment in technologies, making it very appealing to the next generation. This sector is attractive to anyone interested in technology, as well as those seeking challenges in various industries, as it essentially connects everything. In conclusion, it's not difficult to persuade GenZ that the supply chain sector is an attractive career choice. I have noticed a growing interest in this sector among many of them. My only advice is to view the supply chain as a serious and rewarding career path, as there is much potential for growth and fulfillment.