Outcome & Impact

The market post-pandemic prioritizes supply chain resiliency, favoring dual and multi-sourcing, although switching suppliers remains a costly, complex last resort. While the client is recognized for its technical expertise and innovation, it was perceived to be suffering from issues related to cost transparency, delivery performance, quality consistency, and decision-making agility. Several customers were identified as being at risk of de-sourcing or requiring immediate, significant improvement. 

The paramount impact of this research was the definitive identification of the severe challenges that threaten the client’s future viability with these major customers. Customers expect the client to adopt behaviors seen in other preferred suppliers, including being cost-conscious, proactive, collaborative, and transparent. Failure to correct issues like unjustified price increases, egregious delays in site transfers, or lack of compliance responsiveness risks significant revenue loss and the termination of these strategic relationships.