In our ongoing observations of global business developments and the linkages to the areas where supply chains do matter, this editor has been amused as to how equity analysts and business media now hone-in on a company’s supply chain information leaks to uncover information on a particular firm. To cite an example, Apple’s supply chain across Asia has had numerous information leaks regarding potential new products or supply chain glitches related to Apple.
Supply Chain Matters readers have most likely been following our ongoing commentaries relative to the current crisis that has impacted aftermarket service supply chains within the automotive industry. An explosion of various automotive model recalls has cascaded to unprecedented levels. Beyond the current air bag deflator issues surrounding supplier Takada, lest we forget the incidents of faulty ignition switches leading to a multitude of product recalls involving multiple models of General Motors vehicles.
In what we can best described as “oh crap” news, The Wall Street Journal disclosed this past weekend (paid subscription required) that GM placed an order for a half-million replacement ignition switches almost two months before alerting U.S. safety regulators. The publication cites its source as emails viewed between a GM contract worker and supplier Delphi Automotive, and where the supplier was asked to develop an aggressive plan of action to produce and ship these replacement parts. The article further cites communication among a GM contract worker at Menlo Worldwide Logistics in-turn, seeking a plan from Delphi regarding the build and ship plan for the replacement switches. The report further indicates that it took Delphi about a month to outline a parts shipping plan.
The publication notes that the timing “is sure to give fodder to lawyers suing GM and looking to poke holes in a timetable the auto maker gave for its recall of 2.5 million vehicles. Readers can certainly review the entire WSJ published article which addresses a multitude of implications. However, we feel compelled to add a supply chain planning perspective.
Supporting a product recall of such magnitude requires the coordinated planning of a rather complex spare parts and service management network. Automotive manufacturers know all too well that proper up-front planning and synchronization of parts and dealer servicing resources is required as much as possible, before notifying consumers of the product recall. However, regulatory reporting requirements can foil attempts for proper planning.
Consumers expect to have specific information as to the defective part and when their vehicle will be repaired. A product recall of the size of 2 million or more vehicles requires urgency to planning and it seems rather plausible that GM would issue such a spare parts order with requirements for aggressive production. It also places supplier Delphi in a rather difficult situation in having to coordinate revised product design specifications within existing production, allocate supplemental resources and generate volumes of parts over and above prior planned spare or production parts schedules.
The sum total of this commentary is perhaps two-fold. First, supply chain information leaks and security is an obvious growing problem. The utilization of emails or spreadsheets to plan or initiate supplier orders adds to the potential of information leaks.
Second, manufacturers often overlook the critical aspects of their service management supply networks, which can often support higher margins than product management value-chains. Just as product supply chains have to manage in the new normal of supply chin complexity while being more responsive to constantly changing events, service supply chains have even more complex challenges. They often represent the most current touch point and customer perception of your brand.