imagine the digital supply chain
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9/15/2014 September 2014, p.1Supply Chain Insights Global Summit #ImagineSC
Imagine the Digital Supply Chain
Philippe DepallensUltimate Ears Pro
9/15/2014 September 2014, p.2Supply Chain Insights Global Summit #ImagineSC
AgendaOur StoryOur Product “Handcrafting the Product” “The Reinvention”The Results
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Our Story
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What are Musicians’ Biggest Problems?
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What are Musicians’ Biggest Problems?
They can’t hear themselves during a performance….
And… overtime, they can suffer massive hearing loss
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From Monitors to In-Ear Monitors
Born on Stage in 1995
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Our Product
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Custom-fitted, Handcrafted
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Up to SIX Speakers Per Ear
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Our Process:
Handcrafting the Product
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UE Lab - Virtual Tour
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Ear Impressions
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Detailing the Impressions
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The Making of the Shell
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Populating the Shell
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Closing the Shell
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Blinging the Product
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Final Testing and Packaging
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Shipping and Storing
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Our customer-centric DNA
Continuous Process Improvement
“CPI”
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How Do you Delight your Future Customers?
Listen to your current customers and continuously reduce the points of friction across the customer experience journey
Creating Awareness
1st Contact(web or direct)
Selecting Product Delivering Product
Placing an Order
Gathering Feedback
Post Delivery SupportSustaining
Relationship
1
2
3 5
4
7
6 8
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Getting Better Has No Finish Line…
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When CPI is Not Enough:
“The Reinvention”
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Digital Reinvention
Our objective was to combine our artisan-handcrafted techniques with new cutting-edge digital technology
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Reinvention #1: Impression Handling
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Reinvention #2: Detailing Process
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Reinvention #3: Shell Creation
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The Results…
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After More Than a Year We Have…
- Improved our overall cycle time -
- Significantly Improved the overall fit and comfort -
- Eliminated potential loss or deterioration of the impression overtime -
We are delivering a much better experience across the journey and a much better product to our customer
But the #1 Benefit?
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Thank you…
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