Infor: The Triple Challenge for Industrial Manufacturers

Industrial manufacturers are at a crossroads, facing three interconnected challenges: improving customer service, integrating AI for operational efficiency and strengthening supply chain resilience.

As nearshoring gains traction over traditional reshoring, companies must rethink their strategies to stay competitive.

Andrew Kinder, SVP Industry Strategy at Infor, believes this transformation requires a fresh approach, balancing risk, technology and efficiency.

How is AI transforming industrial manufacturing? 

AI is having a huge impact, it’s not just hype anymore. Especially in the current economic landscape, marked by MakeUK's reported decline in quarterly output, AI's predictive capabilities are proving invaluable. Manufacturers are using AI to anticipate problems before they happen, whether it’s changes in customer demand, disruptions in the supply chain or potential equipment failures. Early notification means people can take action early or respond faster. In a volatile world – technology is coming to the rescue with speed and accuracy.

We’re also seeing AI augment human decision-making. Instead of wading through reports or spreadsheets, planners can use real-time data and AI-driven insights to make faster, smarter decisions—in supply chains, on the shop floor, in procurement or even in product design.

And then there's automation. AI – more specifically RPA (robotic process automation) is helping companies automate repetitive, manual tasks, so people can focus on higher-value work. This might be automating quality checks, optimising production schedules, or adjusting supply plans on the fly.

The key is that AI isn’t replacing people—it’s helping them do their jobs better. When it’s built into systems in a way that’s intuitive and practical, it becomes a really powerful tool for manufacturers to become more resilient, responsive and efficient.

How can manufacturers balance risk, efficiency and technology? 

There has been a notable shift in attitudes toward risk and efficiency. For decades supply chain best practice focussed on efficiency, how lean could we make our factories and supply chains, remove inventory, outsource for cost advantage. Then came COVID and a procession of other economic shocks that tested supply chains and showed how vulnerable they were to volatility and unpredictability. Suddenly, inventory was an asset.

Since then, the emphasis has been more on supply chain resiliency rather than efficiency. If we assume volatility is here to stay, how can we flex and change as fast as change comes at us?

It’s here that technology shows its strengths. There are multiple ways in which the right combination of technologies can help achieve greater resilience in supply chains. 

It starts with real-time insights into every aspect of your business – or at least as close to real time as is affordable. The more real-time visibility you have into demand, supply and capacity the better your ability to predict issues, evaluate responses, automate decisions and execute actions. It’s the perfect space where the value of AI, RPA, machine learning and process intelligence comes together to advance supply chain practice and achieve that balance between risk and resilience.

What role does digital transformation play in customer service? 

From my perspective, this is one of the most exciting areas of change in the industry right now. Manufacturers can no longer just focus on producing and shipping products on time. What we're seeing how digital transformation is enabling a completely new approach to customer service.

They need to offer value-added services throughout the entire product lifecycle and we're seeing that the successful manufacturing organisations are the ones completely reimagining their customer relationships through digital transformation. This includes innovative offerings like product-as-a-service models, flexible buy/rent options, comprehensive service contracts and even remanufacturing programmes.

The transformation we are seeing goes far beyond implementing new technologies: it relates to using digital tools to create deeper, more meaningful customer relationships. Cloud solutions are helping manufacturers gather and analyse customer data to anticipate needs, perfecting service delivery and create more personalised experiences. 

The manufacturers who are really succeeding are those who are using digital transformation to move from being product-centric to becoming true service partners for their customers. This strategy is creating an ecosystem of services that adds value throughout the entire customer journey.

How are manufacturers using technology to create smart factories?

Smart factories are all about connecting people, processes and machines in a way that allows manufacturers to operate with more insight, agility and precision. Technology is the enabler—giving manufacturers real-time visibility into what’s happening on the shop floor and the ability to respond quickly to changing conditions.

Manufacturing execution systems (MES) play a key role here. They act as the digital backbone of a smart factory by capturing data directly from machines, operators and systems in real time. That means production managers can see exactly what’s going on—whether it's tracking performance, quality, or downtime—and make informed decisions instantly.

They also enable automation of repetitive tasks, enforce process standards and help drive continuous improvement. For example, if there’s a deviation in production, the system can automatically flag it, trigger a workflow, or adjust schedules—all without manual intervention.

The real value comes from making it part of the whole. An MES can’t operate in a silo; it needs to connect with ERP and PLM (product lifecycle management) supply chain systems to give manufacturers a complete view of their operations. That’s what makes it a strong foundation for building a smart factory. It’s not just about individual tech pieces—it’s about creating a connected, data-driven environment where improvements can happen continuously and proactively.

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