When manufacturers think about their supply chain they typically think about the parts, components, and raw materials needed to build a product.  Procurement manages these parts very closely, consolidates the number of suppliers, and looks for efficiency gains.  What gets overlooked, however, is the supply chain for the product documentation that includes brochures, user guides, warranty information, service manuals, and training materials.   These items are as critical to a successful product as any component or part because the product cannot be sold, used by the customer, or serviced without these items.

In my recent work with an international manufacturer, I saw how managing the document supply chain can present tremendous opportunity.

The manufacturer was looking for cost reduction.   They were spending millions of dollars on printed material supplied by many, diverse vendors across the globe.  There was no standard process to manage their printed material supply chain and to fulfill their printed material on a global basis.  Managing the process was difficult, and the satisfaction levels were low as material was often delivered late.

At this point the company called Xerox in to help them.   We developed a plan to consolidate how they source all their printing.   We brought in Xerox Document Advisors to manage the process, and worked out a plan to take advantage of our network of production print partners across the country.  In addition, we implemented a web portal they now use to order materials.   These orders come to Xerox directly where we source all the print requisitions and fulfill them according to customer requirements.   As a result, we can consolidate the jobs, route them to the closest and most cost effective venue to print them on demand, and deliver the final product to the point of need exactly when needed.

We help them make sure: 

• Brochures go to distributors, marketing groups, and other sales channels directly
• Product documentation goes to manufacturing, sales and customers
• Service and training information goes to service and maintenance channels

The bottom line is the manufacturer can focus on producing and selling products, while reducing total printing cost by at least 20%. Most importantly, all those key constituents now get their documents on time and in the shape they need, raising both satisfaction and productivity.

Do you have a similar experience? If so, please feel free to comment because I would love to hear your story.