Mercy ROi remains top global supply chain for 10th year running
Mercy Health’s supply chain organisation, Resource Optimisation & Innovation (ROi), has placed No. 4 in the 10th annual Healthcare Supply Chain Top 25 by leading research and ranking firm Gartner Inc. Mercy ROi is the only company to have consistently placed in the top 10 each consecutive year.
Cleveland Clinic, CVS Health and Johnson & Johnson placed ahead of Mercy ROi the nation’s leading health care supply chain organisations.
The Top 25, according to Gartner, “recognises organisations across the healthcare value chain that demonstrate leadership in improving human life at sustainable costs”.
Gartner senior partner, Stephen Meyer, said “health care supply chains today face a multitude of challenges: increasing cost pressures and patient expectations as well as the need to keep up with rapid technology advancement, to name just a few”.
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Mercy’s president and CEO, Lynn Britton’s strategic approach, established circa 2000, has “not only delivered more than US$1bn in savings to Mercy, it has helped other providers transform their supply chain into a strategic asset for cost savings”, according to the company.
In its report, Gartner has praised Mercy ROi’s ‘virtualisation of care’, noting the company’s new Virtual Care Centre has “shown good early results using remote care and monitoring strategies to catch problems early, keeping patients at home and lowering costs”. The centre uses high-speed data and video connections to remotely consult and direct medical interventions.
Pandora and IBM digitise jewellery supply chain
Pandora has overhauled its global supply chain in partnership with IBM amid an ecommerce sales boom for its hand-finished jewellery.
The company found international success offering customisable charm bracelets and other personalised jewellery though its chain of bricks and mortar retail destinations. But in 2020, as the COVID-19 outbreak forced physical stores to close, Pandora strengthened its omnichannel operations and doubled online sales.
A focus on customer experience included deploying IBM’s Sterling Order Management, increasing supply chain resiliency and safeguarding against disruption across the global value chain.
Pandora leverages IBM Sterling Order Management as the backbone it its omnichannel fulfilment, with Salesforce Commerce Cloud powering its ecommerce. Greater automation across its channels has boosted the jeweller’s sustainability credentials, IBM said, streamlining processes for more efficient delivery. It has also given in-store staff and virtual customer service representatives superior end-to-end visibility to better meet consumer needs.
Jim Cruickshank, VP of Digital Development & Retail Technology, Pandora, said the digital transformation journey has brought “digital and store technology closer together and closer to the customer”, highlighting how important the customer journey remains, even during unprecedented disruption.
"Our mission is about creating a personal experience and we've instituted massive platform changes with IBM Sterling and Salesforce to enable new digital-first capabilities that are much more individualised, localised and connected across channels and markets,” he added.
Pandora’s pivot to digital
The pandemic forced the doors closed at most of Pandora’s 2,700 retail locations. To remain competitive, it pivoted to online retail. Virtual queuing for stores and virtual product trials via augmented reality (AR) technology went someway to emulating the in-store experience and retail theatre that is the brand’s hallmark. Meanwhile digital investments in supply chain efficiency was central to delivering on consumer demand.
“Consumer behaviour has significantly shifted and will continue to evolve with businesses needing to quickly adapt to new preferences and needs,” said Kareem Yusuf, General Manager, AI Applications and Blockchain, IBM. “To address this shift, leading retailers like Pandora rely on innovation to increase their business agility by enabling and scaling sustainable supply chain operations using AI and cloud.”
Yusuf said Pandora’s success was indicative of how to remain competitive by “finding new ways to create differentiated customer experiences that protect their enterprises from disruptions to help mitigate risk and accelerate growth”.