Case Study: Ford Motor Company boosts service parts supply chain performance with Capgemini

Ford Motor Company - Customer Case Study

Ford Motor Company faced a significant challenge within its service parts supply chain, which was vital to maintaining customer satisfaction. The automotive company needed to deliver best-in-class performance, seeking immediate improvements in efficiency while planning for larger-scale, long-term systemic changes. To address this, they engaged the vendor, Capgemini, for its consulting services.

Capgemini worked collaboratively with Ford to implement a solution involving process improvements, new metrics, and technology, including software tools for better forecasting and inventory visibility. This initiative significantly improved performance, yielding measurable results: customer fill rates increased to 98% in the US, open back-order lines were reduced by 85%, and inventory value was cut by $207 million, leading to higher customer satisfaction and brand loyalty.

Ford Motor Company