A supply chain is the set of entities and relationships that cumulatively define materials and information flows both downstream toward the customer and upstream toward the very first supplier. Materials and requisite information flow downstream or forward from suppliers to customers, with materials being transformed by the various entities into units of the final product sold to the customer.
In the case of Investors Savings Bank, the only supplier of a tangible product (besides the office supplies) is DELUXE, one of the top check producers in North America. Deluxe offers bank checks to the customers, acting on behalf of the bank. There are two ways of ordering checks for the first time, via the own bank on-line system or by the phone. Once the order is processed, the manufacturing flow starts. Deluxe will ask to its suppliers for the implements to produce the checks. The checks will be sent to the customer in one or two weeks, some customers ask to receive the checks at their own address and some to receive them at the bank and then pick them up. The customer that set the reorder on line can also check the status of the order and shop for check accessories like check registers, checkbook covers, address labels and stamps.
To determine the performance in terms of deliver, quality, time and cost; we could just say that Investors is in the industry average but always willing to provide personalized and friendly service. About the quality, we could say that the Deluxe OrderProSM is helping the bank to improve the experience of the check ordering process. Deluxe OrderPro is a browser-based eCommerce solution that supports branch and call center check ordering. It provides product images and pricing in a user-friendly format that encourages cross-selling. Built-in product rules reduce the chance of order entry errors, reducing reprints and improving customer satisfaction.
