Even in tough times, Bardon Supplies Ltd. focuses on what’s important: Customer Service

At a time when many wholesale distributors are cutting costs, instituting layoffs, freezing wages and just not spending any money, Bardon Supplies Ltd. decided that if it is to survive the current economic downturn it must focus on two key areas in its supply chain: its customers and its warehouse.

To talk about investing in your warehouse during times like these, many distributors will tell you that’s crazy. But, after being purchased by Group Deschenes, Barry Raycroft the vice president and general manager of Bardon Supplies picked up where his now retired father, Don Raycroft, left off. Don founded Bardon in 1969 in Belleville, Ontario, with a small building and a desire to provide the industry what it desperately needed, “Unmatched Customer Service.” Forty years later with his son Barry Raycroft at the helm, his motto and vision are similar to that of his father. Therefore, it was not out of character to address the one area that has such a dramatic impact on service levels and customer satisfaction, “The Warehouse!”

Bardon commissioned Total Logistics Solutions Inc. (TLS) to assist with the implementation of an industry leading Warehouse Management System (WMS) in their Barrie location. Rene’ Jones, founder of TLS, was already familiar with Bardon. He was the project manager during two previous WMS implementations at the company’s Belleville and Kingston locations.

The Barrie branch which is approximately 30,000 square feet has 13 warehouse employees and five delivery drivers. According to Wayne Buck, the branch manager in Barrie, “It was not a question of whether we were meeting our customers’ needs, it was a question of could we meet them more efficiently while simultaneously reducing our warehouse operating costs?” The implementation of the system was completed in February 2009 with a wall-to-wall Physical Inventory. “We have always taken our annual physical inventory seriously, but this was one of the most in-depth inventories I have ever been involved with.” said, Mike Brymer, the warehouse’s inventory control specialist.

The day after the Saturday inventory was completed, the warehouse began receiving, picking, packing and loading orders with the new system. There were the usual reservations from customers and employees, but the implementation went flawlessly. Customers at the Will Call counter immediately began asking, “How would their order get picked without a Pick Ticket?” The warehouse now uses RF (Radio Frequency) devices to process all transactions.

As product arrives on the dock, an ASN (Advance Shipment Notification) is generated, which selects the most appropriate locations for the product prior to it being touched by the receiving department. “It is great!” said Warren Symes, the lead receiver. He went on to say, “I am amazed at the accuracy, it has virtually eliminated receiving errors especially with serial numbered product. Before we had to read the tiny numbers on the packing slip and then verify those numbers to the number on the box. Now we just scan the product and the system knows if that is the serial number it was expecting. If it is not, we cannot proceed.”

The picking process has been streamlined as well. The order pickers no longer pick an order from start to finish. The orders are now broken down into smaller more efficient chunks based on the type of product to be picked. In other words, an order with fittings, a heating coil and pipe can be picked by three different people simultaneously and merged during the loading process.

You no longer see pickers walking up and down aisles looking for lost product either. The system now directs the pickers where to pick an item from, based on a predetermined picking sequence. Should they choose not to pick the item from the system suggested location, because say the product was damaged, it forces the picker to enter a traceable “Reason Code” why they are not following the directive? Upon the completion of entering a “Reason Code” it then displays additional locations where the product is stored.

But the best part of the system is the Command Center functionality. Before if a customer wanted to make a change to an order that was already printed, the warehouse supervisor would have to find every picker to see who had that customer’s order. “It was a nightmare with order changes,” said James Walsh, the new command center specialist. “Now Gary, our supervisor, simply comes to me and I can tell him who is picking the order, which line of the order they are on, and we can even delete items off of the order without the picker ever knowing the deleted item was there. It is much more efficient!” The Command Center also has the ability to monitor orders, review the receiving process and keep track of the daily workload to change resources depending on the time of day and the amount of transactions to be processed.

The overall goal was to be more efficient, reduce the branches operating costs and provide an unmatched level of service to Bardon’s customers. With the implementation of the system and warehouse layout changes instituted by Total Logistics Solutions, the Barrie branch has achieved the following:

  1. Less than two errors per 450 orders shipped.
  2. Inventory Accuracy, which is normally in the mid 80s with most distributors, is now in the high 90s with Bardon Supplies and improving.
  3. Receiving errors have dropped by 80% and continuing to fall as the receivers become more comfortable with the system.
  4. The same amount of work is being processed with two less people. They were not laid off, but merely transitioned into other areas of the business.
  5. Returns, because of shipment errors, have decreased by over 90%. Which is a major improvement considering most distributors have between 3% to 8% of their outbound orders returned.

“Most distribution organizations have forgotten how vital their warehouse operation is to their overall success or failure in good and bad times. Less than 30% of warehouses are efficient, 65% of the cost associated with distribution is directly related to labor and inventory values range between 6% to 20% of the organization’s annual revenue,” said Rene’ Jones. He went on to say, “Many distributors find themselves in a crunch, not because of the economy. But because they often fall short of their customers’ expectations and are not able to deliver (1) What the customer wants, (2) When they want it and (3) At a competitive price.”

Bardon Supplies Limited is a division of Groupe Deschenes Inc., a privately held, family managed corporation. Bardon Supplies was established in Belleville in 1969. Groupe Deschenes acquired the Company in June of 2005, bringing the total number of branch locations in the network to sixty-nine in Ontario and Quebec. Visit the company’s Web site at www.bardonsupplies.com.

Total Logistics Solutions, Inc. is a privately held Supply Chain and Logistics consulting organization. TLS was established in 1997 in Burbank, CA. TLS is focuses on improving the warehouse operations of manufacturers and distributors. Their customers include: Home Depot, Lowes, Your”other”Warehouse, Ryan Herco Products, Builders Plumbing Supplies, Kitchen Distributors of America, Westburne and many others. Email us at rene.jones@logisticsociety.com to see how we could improve your warehouse.

47 thoughts on “Even in tough times, Bardon Supplies Ltd. focuses on what’s important: Customer Service”

  1. Make Travel Straightforward By Using These Simple Ideas! Can you plan to take a trip prepared? Make use of an Cash machine to have paying money in the local currency exchange. Banks will often have greater exchange charges that may be much higher as opposed to those available to individuals. This might save you some money. Prior to, load up your suitcases the evening. Before your flight, create the required plans you will need nicely. Absent your air travel can be a unpleasant practical experience that you never ever desire to encounter. When you are internationally, be cautious when going for a taxi cab. You would like to ensure that you are utilizing a legitimate taxi cab prior to deciding to really enter into the vehicle. Check if on-line seats can be purchased, seek out methods to get them in advance, in the event you visit an theme park or some other specific destination. The little cost just for this service is worth it when you consider the outlines that one could avoid. It is possible to ignore entrance facial lines too if the theme park features a timed entrance program. The retail price for each system for these particular conveniently scaled merchandise is silly. Try out rolling shirts as an alternative to foldable tactics which will risk-free place and preparing tips to expand your baggage place alternatively. These techniques will allow you generate additional space in the smaller sized area. Booking vehicle parking at within 24 hours for your airline flight is a lot more pricey. Have a look at your hotel whenever you show up. Set the alarm to your sensible time or turn it off of to enable you to sleeping peacefully. Examine the expiry times on when your passport comes to an end. Several countries around the world have distinct regulations set up about passport expiry. If your passport comes to an end within a particular windows of your time, many will not enable you to access into the nation. When traveling in foreign countries, it is wise to consider feasible crisis situations that could occur, including the chance of dropping your passport. The Us Department of Express includes a internet site where you could locate information and embassies generally in most areas. It is possible to go to the US Embassy site to get information. Consider this important things together with you on holiday. You will get a replacement in a couple of days. You may be comfy when you are equipped. You may relieve your worries by thinking ahead. Cathlene Shepard Rance

    Reply
  2. I precisely needed to appreciate you once again. I am not sure the things that I might have handled in the absence of the entire points provided by you on such a problem. It has been a very frightening dilemma in my circumstances, however , looking at the skilled mode you processed that made me to jump over fulfillment. I am happier for this help and in addition hope that you know what a great job you are always getting into instructing others through the use of your web blog. I know that you have never encountered all of us. Cassandry Ingrim Krenn

    Reply
  3. Hello there, I discovered your site by the use of Google at the same time as searching for a similar topic, your website got here up, it appears good. Dita Wakefield Ellswerth

    Reply
  4. Normally I do not learn article on blogs, but I wish to say that this write-up very compelled me to take a look at and do it! Your writing taste has been amazed me. Thanks, quite nice article. Sula Umberto Grange

    Reply
  5. Awesome write-up. I am a normal visitor of your website and appreciate you taking the time to maintain the nice site. I will be a regular visitor for a really long time. Carroll Ingmar Thormora

    Reply
  6. Hello There. I found your blog using msn. This is an extremely well written article. I will be sure to bookmark it and come back to read more of your useful information. Thanks for the post. I will definitely comeback. Rae Blake Rory

    Reply
  7. Simply want to say your article is as astounding. The clarity in your post is simply cool and i could assume you are an expert on this subject. Well with your permission let me to grab your feed to keep updated with forthcoming post. Thanks a million and please keep up the rewarding work. Ronna Dominik Laurin

    Reply
  8. I have to get across my love for your generosity for men and women that absolutely need assistance with in this concern. Your real dedication to passing the solution all around was pretty interesting and have regularly allowed many people like me to achieve their targets. This warm and helpful guideline entails a lot a person like me and extremely more to my office workers. Thanks a lot; from each one of us. Marline Vinnie Naylor

    Reply
  9. My brother recommended I might like this web site. He was totally right. This post actually made my day. You can not imagine simply how much time I had spent for this information! Thanks! Noelle Hubie Tollman

    Reply
  10. A fascinating discussion is worth comment. I believe that you ought to write more about this subject matter, it may not be a taboo subject but usually people do not talk about such subjects. To the next! Many thanks!! Federica Rod Newcomb

    Reply
  11. You ought to take part in a contest for one of the most useful sites on the web. I most certainly will highly recommend this site! Sande Warde Whitebook

    Reply
  12. Heya i am for the first time here. I came across this board and I find It truly useful & it helped me out a lot. I hope to give something back and aid others like you helped me.|

    Reply
  13. I have been browsing online more than 2 hours today, yet I never found any interesting article like yours. It’s pretty worth enough for me. In my view, if all web owners and bloggers made good content as you did, the internet will be a lot more useful than ever before.

    Reply
  14. I am genuinely glad to glance at this weblog posts which includes plenty of valuable facts, thanks for providing these information.

    Reply
  15. Hello there! I could have sworn I’ve visited this site before but after going through some of the articles I realized it’s new to me. Anyhow, I’m definitely delighted I found it and I’ll be book-marking it and checking back regularly!

    Reply
  16. This article provides clear idea designed for the new users of blogging, that actually how to do blogging and site-building.|

    Reply
  17. Fantastic goods from you, man. I’ve understand your stuff previous to and you are just too magnificent. I really like what you have acquired here, certainly like what you’re stating and the way in which you say it. You make it entertaining and you still care for to keep it smart. I can not wait to read far more from you. This is actually a great web site.

    Reply
  18. It is in reality a nice and useful piece of info. I am happy that you simply shared this helpful information with us. Please keep us up to date like this. Thank you for sharing.

    Reply
  19. It is really a great and helpful piece of info. I am happy that you just shared this helpful info with us. Please stay us informed like this. Thank you for sharing.

    Reply
  20. Nice post. I learn something totally new and challenging on sites I stumbleupon every day. It’s always helpful to read through content from other authors and use a little something from their sites.

    Reply
  21. Hi! I just wish to offer you a big thumbs up for the great info you have here on this post. I am returning to your site for more soon.

    Reply
  22. Its such as you read my mind! You appear to know so much about this, like you wrote the guide in it or something. I believe that you could do with some p.c. to force the message house a little bit, however other than that, this is wonderful blog. A great read. I’ll certainly be back.|

    Reply

Leave a Reply to 720p Cancel reply