Keynote Presentation - Customer Care By Louis Cheung
Bostik Inc., an Arkema company
Presenter
Presentation Notes
Good afternoon. I want to thank Deloitte for inviting me to join all of you today. This is my second time participating in Argyle’s leadership event . My first time was actually last week at the Argyle Supply Chain Forum that took place in New York City. Just like last week, I want to commend the supporting cast of Deloitte for their seamless execution of the logistic today. Personally I want to think Tyler for staying in touch with me over the last two months. He made sure that I am ready for this presentation. In a way, this is the kind of Customer Care that we as potentially future customer of Deloitte, can appreciate. In the next 30 minutes, I will share with you the work-in-progress of a transformation journey that uses CUSTOMER as the singular guiding post.
page 2
Presenter
Presentation Notes
When I say transformation at the CORE, I am talking about things that are more foundational than innovative technology, differentiated products or superb customer order fulfillment. Transformation is about making exponential increase in the economic value of the company. To achieve that kind of change, the organization has to fundamentally reshape the way ALL employees think and behave. We need to tear down a set of old beliefs and practices, and replace them with a different kind of attitude and processes. Customer Care is the center piece of this change journey because Customer is the singular reason the company exists. This applies to ALL employees, not just our customer facing associates.
First, let me provide some context for the information that I will share with you today. My role in Supply Chain covers four primary functions: Customer Service, Planning, Logistics, and Purchasing or Supply Management. I am also responsible for the master data management of our ERP system. These end-to-end responsibilities put me front and center in the Customer centric change journey. As for Bostik, we are a $2B global company with products that are not visible to a large part of the global population that we touch.
page 4
Bostik celebrates 125 years Elastic Bonding
Hardwood Transportation
Hot-melt Pressure Sensitive
Packaging Baby diapers
Polymer Modified Binders
Flooring Waterproofing
Global Strategy
● Stepping-up of Bostik® as a global brand worldwide
Local Consumer Brands
Presenter
Presentation Notes
The company started 125 years ago. Today, a majority of our revenue is built on three technology platforms – Hot Melt Pressure Sensitive Adhesive, Elastic Bonding and Polymer Modified Binder. We create products that are used for hardwood floor adhesives and structural bonding in trains and airplanes. Our adhesives are also used in food packaging, diapers, concrete floors, and all kinds of building and structural waterproofing applications. We are recognized by our customers worldwide with a global image as well as strategically positioned local brands.
A few months ago, Bostik became part of a French company called Arkema. We are now well positioned as a significant part of Arkema’s High Performance Materials sector that makes up more than 40% of the total company revenue. Across the three strategic business sectors, Arkema has about $8 billion revenue generated by 140 plants, 13 research and development centers, and most importantly the 19,000 work force who are talented, innovative and committed to Safety, Quality, Customer Care, and Operational Excellence.
