Customer loyalty and after sales strategy solutions for demand chain management; KPMG

Abstract

KPMG is combining its deep industry knowledge across various sectors and developing a comprehensive business solution to address the entire spectrum of issues and problems faced by different clients. Demand Chain Management is the solution which is being developed separately for different sectors like consumer markets, financial services etc. The entire solution is divided into verticals that constitute the major business functions in the sector and each vertical is further subdivided into specific solutions that address issues faced by clients in their day to day operations for each business function. The entire DCM solution will then be presented to clients and based on their specific situation appropriate sub modules will be selected to resolve the issues faced and develop sustainable advantages. Interns were given 2 such solutions to develop from scratch and 2 solutions on which KPMG already developed some IF during their previous engagements and interns need to give it the standard shape to be a part of DCM solution. Each intern was working under the guidance of a mentor, guide and manager. Mentor was the first point of contact; helped in understanding in process followed at KPMG and solved basic implementation issues. Guide had an overall understanding of project and provided the direction for design and implementation. Manager provided the high level objectives and reviewed the final implementation. I worked on the Demand Chain Management solution for consumer markets and my sub modules involved: • Customer Loyalty Program • After Sales Service Strategy • Retail Store Productivity • Sales Force Effectiveness