{"id":8029,"date":"2024-05-28T17:51:05","date_gmt":"2024-05-28T17:51:05","guid":{"rendered":"https:\/\/ipsenglobal.com\/?post_type=knowledge-center&p=8029"},"modified":"2024-12-03T19:25:17","modified_gmt":"2024-12-03T19:25:17","slug":"parts-of-the-solution","status":"publish","type":"knowledge-center","link":"https:\/\/ipsenglobal.com\/fr\/knowledge-center\/parts-of-the-solution\/","title":{"rendered":"Les \u00e9l\u00e9ments de la solution"},"content":{"rendered":"
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Christina Connelly, responsable des pi\u00e8ces d\u00e9tach\u00e9es chez Ipsen USA, fait le point sur la reformation de l'\u00e9quipe des pi\u00e8ces d\u00e9tach\u00e9es du service client d'Ipsen.<\/em><\/p>\n\n\n\n

Imaginez que vous rejoignez le service des pi\u00e8ces d\u00e9tach\u00e9es d'une entreprise vieille de 75 ans et en pleine croissance. La demande de pi\u00e8ces consommables et de rechange est en hausse parmi les clients repr\u00e9sent\u00e9s \u00e0 l'\u00e9chelle mondiale. Des machines vieilles de plusieurs dizaines d'ann\u00e9es continuent de fonctionner aux c\u00f4t\u00e9s de fours r\u00e9cemment livr\u00e9s. Chaque machine est charg\u00e9e de produire un flux r\u00e9gulier de m\u00e9tal trait\u00e9 thermiquement pour r\u00e9pondre aux exigences des clients en aval. Dans un monde qui s'est habitu\u00e9 \u00e0 un retour d'information imm\u00e9diat et \u00e0 une livraison rapide, le d\u00e9partement des pi\u00e8ces d\u00e9tach\u00e9es d'Ipsen s'efforce de r\u00e9pondre \u00e0 ces attentes.<\/p>\n\n\n\n

Christina Connelly a rejoint Ipsen USA apr\u00e8s avoir exerc\u00e9 un autre m\u00e9tier exigeant - elle a travaill\u00e9 pendant 22 ans dans les op\u00e9rations d'une grande entreprise de d\u00e9fense. La pression du gouvernement f\u00e9d\u00e9ral et des utilisateurs finaux signifiait que ses syst\u00e8mes devaient \u00eatre impeccables - \u00e0 la fois efficaces et pr\u00e9cis - pour que l'entreprise soit rentable avec les marges les plus minces.<\/p>\n\n\n\n

Soucieux de mettre en place des syst\u00e8mes efficaces, M. Connelly et l'\u00e9quipe des pi\u00e8ces d\u00e9tach\u00e9es en pleine expansion ont fait un grand pas vers ce qui est devenu, au cours des deux derni\u00e8res ann\u00e9es, un plan d'am\u00e9lioration continue, notamment en adoptant la philosophie du changement Kaizen.<\/p>\n\n\n\n

\"Nous \u00e9tions devenus trop grands pour notre structure existante, car l'organisation s'\u00e9tait d\u00e9velopp\u00e9e et avait \u00e9volu\u00e9. Nous devions d\u00e9terminer, d'un point de vue op\u00e9rationnel, \u00e0 quoi ressemblait une \u00e9quipe de pi\u00e8ces d\u00e9tach\u00e9es performante\", explique M. Connelly. Nous devions r\u00e9pondre aux questions suivantes : \"Que devons-nous faire pour transmettre efficacement un devis \u00e0 un client ?\", \"Que ne devons-nous pas faire ?\", \"Que pouvons-nous contr\u00f4ler et r\u00e9parer ?\" et \"Quels sont les principaux d\u00e9fis qui accompagnent le changement ?\".<\/p>\n<\/div>\n\n\n\n

\n
\"Christina
Christina Connelly, responsable des pi\u00e8ces d\u00e9tach\u00e9es au service client\u00e8le d'Ipsen<\/figcaption><\/figure>\n<\/div>\n<\/div>\n\n\n\n
\"Ipsen<\/figure>\n\n\n\n

Ajouter la technologie \u00e0 la bo\u00eete \u00e0 outils<\/h3>\n\n\n\n

L'\u00e9quipe Pi\u00e8ces d\u00e9tach\u00e9es d'Ipsen a cherch\u00e9 \u00e0 rationaliser le d\u00e9lai entre le premier contact avec le client et la livraison en posant de meilleures questions et en r\u00e9partissant mieux le travail de service au sein d'une \u00e9quipe en pleine croissance.<\/p>\n\n\n\n

Connelly a expliqu\u00e9 que les chefs de service savaient qu'il \u00e9tait important de poser les bonnes questions au client d\u00e8s le premier contact. \"Remplir le formulaire de demande est l'information la plus pr\u00e9cieuse dont nous disposons. Nous devions tenir compte de notre public : est-il \u00e0 l'aise pour remplir un formulaire de demande en ligne ? Comment faire comprendre \u00e0 nos clients l'importance de collecter ces informations ?\"<\/p>\n\n\n\n

L'\u00e9quipe charg\u00e9e des pi\u00e8ces d\u00e9tach\u00e9es a mis en place ce nouveau formulaire de demande aupr\u00e8s d'un petit groupe de clients dans le cadre d'un test b\u00eata, afin de recueillir les commentaires des clients et de mettre en \u0153uvre les changements qui permettent au processus de fonctionner au mieux dans des conditions r\u00e9elles.<\/p>\n\n\n\n

R\u00e9partir le travail au sein d'une \u00e9quipe en pleine croissance a \u00e9t\u00e9 un v\u00e9ritable d\u00e9fi. \"Nous avons beaucoup de long\u00e9vit\u00e9 dans notre \u00e9quipe\", a d\u00e9clar\u00e9 M. Connelly, \"mais certains membres de notre personnel sont partis \u00e0 la retraite, dont un qui avait plus de 40 ans de service. Les nouveaux sp\u00e9cialistes de la vente ne vont pas imm\u00e9diatement remplacer ce type d'exp\u00e9rience\". L'\u00e9quipe charg\u00e9e des pi\u00e8ces d\u00e9tach\u00e9es a commenc\u00e9 \u00e0 collaborer sur la mani\u00e8re de mieux partager les informations, de r\u00e9partir la charge de travail et d'\u00eatre plus efficace dans la cr\u00e9ation d'un d\u00e9lai d'ex\u00e9cution et d'un temps de r\u00e9ponse plus rapides.<\/p>\n\n\n\n

\"Nous devions mieux automatiser les demandes entrantes\", explique M. Connelly. \"D\u00e9sormais, gr\u00e2ce \u00e0 notre syst\u00e8me de messagerie \u00e9lectronique, les clients peuvent envoyer leurs commandes de pi\u00e8ces \u00e0 parts@ipsenusa.com<\/a> et s'attendent \u00e0 recevoir une r\u00e9ponse imm\u00e9diate indiquant que la demande a \u00e9t\u00e9 re\u00e7ue et que leur commande est automatiquement attribu\u00e9e \u00e0 un sp\u00e9cialiste des ventes et suivie par notre \u00e9quipe\".<\/p>\n\n\n\n

Le suivi des commandes est un autre moyen par lequel la technologie aide les clients d'Ipsen \u00e0 voir des am\u00e9liorations imm\u00e9diates, gr\u00e2ce \u00e0 l'int\u00e9gration du syst\u00e8me de gestion des transports. \"Lorsqu'une exp\u00e9dition quitte nos installations, le client re\u00e7oit un courriel avec un num\u00e9ro de commande, un num\u00e9ro de suivi et un avis d'exp\u00e9dition. Le TMS \u00e9limine les incertitudes des clients et leur permet de savoir quand ils peuvent s'attendre \u00e0 recevoir leur envoi, de planifier l'installation des pi\u00e8ces et d'aider leur \u00e9quipe op\u00e9rationnelle \u00e0 avoir une meilleure id\u00e9e de la date \u00e0 laquelle le four sera de nouveau en service.<\/p>\n\n\n\n

La tendance est votre amie<\/h3>\n\n\n\n

L'adoption et l'am\u00e9lioration de la technologie de suivi des commandes aideront Ipsen \u00e0 mieux pr\u00e9-stocker les pi\u00e8ces fr\u00e9quemment command\u00e9es. Ipsen travaille sur des strat\u00e9gies d'automatisation qui aideront \u00e9galement les clients \u00e0 consulter les pi\u00e8ces qu'ils ont command\u00e9es, dans le but de les aider \u00e0 constituer leur propre stock de pi\u00e8ces pour des achats r\u00e9p\u00e9titifs afin d'\u00e9viter les temps d'arr\u00eat. Les syst\u00e8mes de suivi des commandes peuvent \u00e9galement aider les clients \u00e0 \u00e9viter les pertes de temps li\u00e9es \u00e0 la demande de devis pour les pi\u00e8ces fr\u00e9quemment achet\u00e9es, en leur permettant de simplement v\u00e9rifier le prix et de passer la commande.<\/p>\n\n\n\n

Mais ce n'est pas la technologie seule qui permettra de r\u00e9pondre aux demandes des op\u00e9rateurs de fours Ipsen, trouver les bons candidats pour d\u00e9velopper l'\u00e9quipe des pi\u00e8ces d\u00e9tach\u00e9es est une priorit\u00e9 pour Ipsen. Au cours de l'ann\u00e9e \u00e9coul\u00e9e, Ipsen a ajout\u00e9 des fonctions sp\u00e9cialis\u00e9es \u00e0 l'\u00e9quipe, notamment un administrateur des pi\u00e8ces, un analyste des prix et un ing\u00e9nieur des pi\u00e8ces. Bien que le d\u00e9partement soit beaucoup plus important qu'\u00e0 l'arriv\u00e9e de Connelly, continuer \u00e0 d\u00e9velopper l'\u00e9quipe permettra de r\u00e9pondre \u00e0 la demande actuelle.<\/p>\n\n\n\n

\"Nous recherchons deux sp\u00e9cialistes des ventes exp\u00e9riment\u00e9s pour compl\u00e9ter notre \u00e9quipe. Une fois que nous les aurons embauch\u00e9s, les clients constateront une augmentation imm\u00e9diate de la r\u00e9activit\u00e9\", a d\u00e9clar\u00e9 M. Connelly.<\/p>\n\n\n\n

\"Alors que nous continuons \u00e0 nettoyer la documentation et \u00e0 mettre en \u0153uvre de nouveaux syst\u00e8mes, nous avons constat\u00e9 des am\u00e9liorations de processus au cours des deux derni\u00e8res ann\u00e9es. Avec la croissance du personnel et l'am\u00e9lioration continue, nous avons beaucoup de choses en perspective.\"<\/p>\n\n\n\n

L'un des impacts les plus importants sur l'avenir du d\u00e9partement des pi\u00e8ces d\u00e9tach\u00e9es est la croissance de l'industrie automobile. Ipsen Connect<\/a>le portail client en ligne d'Ipsen. Au fur et \u00e0 mesure que les clients s'inscrivent au service, la demande de devis de pi\u00e8ces et le suivi de l'\u00e9tat des commandes de pi\u00e8ces deviennent plus transparents. Les entreprises participantes constatent d\u00e9j\u00e0 l'avantage de trouver plus facilement les sch\u00e9mas et les num\u00e9ros de pi\u00e8ces, de passer une commande r\u00e9p\u00e9titive pour les pi\u00e8ces fr\u00e9quemment remplac\u00e9es, et de v\u00e9rifier l'\u00e9tat d'exp\u00e9dition et le num\u00e9ro de suivi des commandes en cours directement \u00e0 partir de la plateforme.<\/p>\n\n\n\n

\"Ipsen cherche des moyens de continuer \u00e0 soutenir ses clients et d'\u00eatre un meilleur partenaire\", a assur\u00e9 M. Connelly. \"Le travail en coulisses ne manque pas pour rechercher des am\u00e9liorations et des moyens d'\u00eatre une meilleure ressource pour nos clients.\"<\/p>","protected":false},"excerpt":{"rendered":"

Christina Connelly, responsable des pi\u00e8ces d\u00e9tach\u00e9es chez Ipsen USA, fait le point sur la reformation de l'\u00e9quipe des pi\u00e8ces d\u00e9tach\u00e9es du service client d'Ipsen. Imaginez que vous rejoignez le service des pi\u00e8ces d\u00e9tach\u00e9es d'une entreprise vieille de 75 ans et en pleine croissance.<\/p>","protected":false},"author":7,"featured_media":0,"menu_order":0,"template":"","meta":{"_acf_changed":false,"_tec_requires_first_save":true,"_searchwp_excluded":"","_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_price":"","_stock":"","_tribe_ticket_header":"","_tribe_default_ticket_provider":"","_tribe_ticket_capacity":"0","_ticket_start_date":"","_ticket_end_date":"","_tribe_ticket_show_description":"","_tribe_ticket_show_not_going":false,"_tribe_ticket_use_global_stock":"","_tribe_ticket_global_stock_level":"","_global_stock_mode":"","_global_stock_cap":"","_tribe_rsvp_for_event":"","_tribe_ticket_going_count":"","_tribe_ticket_not_going_count":"","_tribe_tickets_list":"[]","_tribe_ticket_has_attendee_info_fields":false,"_EventAllDay":false,"_EventTimezone":"","_EventStartDate":"","_EventEndDate":"","_EventStartDateUTC":"","_EventEndDateUTC":"","_EventShowMap":false,"_EventShowMapLink":false,"_EventURL":"","_EventCost":"","_EventCostDescription":"","_EventCurrencySymbol":"","_EventCurrencyCode":"","_EventCurrencyPosition":"","_EventDateTimeSeparator":"","_EventTimeRangeSeparator":"","_EventOrganizerID":[],"_EventVenueID":[],"_OrganizerEmail":"","_OrganizerPhone":"","_OrganizerWebsite":"","_VenueAddress":"","_VenueCity":"","_VenueCountry":"","_VenueProvince":"","_VenueState":"","_VenueZip":"","_VenuePhone":"","_VenueURL":"","_VenueStateProvince":"","_VenueLat":"","_VenueLng":"","_VenueShowMap":false,"_VenueShowMapLink":false,"_tribe_blocks_recurrence_rules":"","_tribe_blocks_recurrence_description":"","_tribe_blocks_recurrence_exclusions":"","_ecp_custom_2":"","footnotes":""},"categories":[558,220],"tags":[],"class_list":["post-8029","knowledge-center","type-knowledge-center","status-publish","hentry","category-blog-post","category-meet-our-team"],"acf":[],"yoast_head":"\nParts of the Solution - 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