Page 47 - Case Study Annual 2015

in Linbro Park to do the checking of the physical stock, picking, packing, invoicing and dispatch of the vision
and stock was packed, moved and ready to be received care products. The team invoiced the first orders on
at Imperial Health Sciences. Stock receipt sheets were 13 October 2014.
manually captured by the operations team to ensure
electronic uploads and receipts of the stock moved from The outcome
Linbro Park.
Since partnering with Imperial Health Sciences, Bausch
Call centre & Lomb’s business has grown significantly, with sales
volumes up 22% in just six months. It is estimated
On 9 October 2014 the Bausch & Lomb call centre that up to 40% of calls to Bausch & Lomb’s old call
relocated from the Linbro Park premises to the Imperial centre were being abandoned. The new call centre
Health Sciences call centre environment in Centurion. has abandons of less than 1%. Call volumes have
The Bausch & Lomb call centre structure was ring- increased by 148%, and calls are answered within six
fenced in the Imperial call centre, dealing initially with seconds.
the vision care telephone calls, orders and queries.
The cluster was allocated its own Sharecall telephone Back orders (up to three months) which Bausch &
number and Sharecall fax number, as well as orders Lomb was unable to fulfill have been eliminated by new
distribution queue. On 13 October 2014, the new systems, which ensure batch transparency and include
Bausch & Lomb vision care call centre went live. back order release. Bausch & Lomb is also no longer
dealing with stock write offs.
When it became evident that a four-person cluster
was not sufficient to handle the volumes being received In November 2014, Imperial Health Sciences
into the Bausch & Lomb vision care cluster, Imperial achieved a service level of 99,97% for Bausch & Lomb.
increased the agent complement to eight. In addition,
all Imperial call centre agents are now trained on all This significant project has yielded an ultra-efficient,
Bausch & Lomb vision care products. unique, new infrastructure system that Imperial Health
Sciences will utilise for other clients going forward,
Courier including new clients in the aesthetics and corrective
dermatology sector. This new business was won based
Imperial Health Sciences partnered with a new courier, on the success of Imperial Health Sciences’ partnership
Mercury Couriers, to do the vision care deliveries, with Bausch & Lomb. •
which are twice daily. Mercury has fully integrated with
the Imperial system and Imperial has full traceability of
consignments from point of handover to delivery and
returns. The courier implementation and interface was
undertaken in just three weeks.

IT

Utilising SAP, Imperial Health Sciences rewrote its
systems around the requirements of Bausch & Lomb’s
lens and surgical items. A new receiving process was
designed to upload purchase orders electronically,
with a myriad functions that assisted with background
processing of all info for up to 1 200 line items per
receipt. RF device picking with full batch and serial
number control was implemented. A consignment stock
process was designed around Bausch & Lomb’s specific
requirements for full traceability. The IT development
started on 4 August 2014 and was completed on
6 October 2014, when the final testing was done. A new
replenishment process was implemented to convert a
patient pack to trial units, with automated transfer from
material to material and replenishment trial packs based
on mapping table and batch job.

New OPS teams

Imperial has established a full warehouse team that
focuses solely on the receiving, inventory control,

the logistics news case study annual 2015 45