Case Study
Major International Titanium Dioxide Producer Digitally Globalizes Customer-Facing Operations to Improve Customer Service and Efficiency
$39M
Total Financial Impact
Strategic Imperative
To align and standardize global customer-facing processes with a digital solution to improve effectiveness and efficiency, and align to one culture to deliver $25–$30M of annual performance improvement
Client Background
- Global $2B TiO2 manufacturer serving international markets where delivery reliability, product quality, and unit cost mattered
- Operating model depended on coordinated demand planning, inventory management, customer service, logistics, and quality
- Company was completing a global digital transformation strategy across customer interface experiences, processes, procedures, and roles
- Acquisition-led growth had shaped regional business practices and operating cultures across the international organization
- Commodity-market dynamics demanded optimum performance in customer delivery and unit cost
- Recent digital solutions created a platform for standardizing global customer-facing operations
Key Issues & Barriers
- Acquired businesses had not been fully integrated, resulting in disparate cultures across the global organization
- International business practices remained inconsistent, limiting the effectiveness of global customer-facing process standardization
- Lack of fundamental Human Resources infrastructure fostered a strong and difficult-to-manage personality-based culture
- Leadership roles and responsibilities required restructuring to support one global operating model
- Performance management lacked comprehensive predictive metrics to guide decisions before service, inventory, or delivery issues escalated
Key Implementation Components
- Delivered digital upgrades in operating models for demand planning, inventory management, customer service, logistics, and quality
- Standardized customer interface experiences, processes, procedures, and roles through prioritized digital solutions
- Restructured the executive leadership team to clarify roles, responsibilities, and global operating accountability
- Designed and implemented a SIOP infrastructure to deliver asset optimization across the global organization
- Developed comprehensive predictive management metrics to improve visibility, decision-making, and performance control
Benefits & Results
$39M
Total Benefits Including Working Capital
96%
OTIF & Customer Delivery Performance
40%
Customer Order Cancellation Reduction
50%
Off-Grade Material Inventory Reduction