Fundamentally it was about quality, service and cost. There was nothing complicated about it. At least, that’s what we thought.
The relationship between a supplier and customer can often be a complex one. When you are also a shareholder in the business you are purchasing from, additional challenges can arise.
For David Orr, Group Managing Director of Fencor Packaging Group, this was exactly the situation he found himself having to navigate with CorrBoard UK, the independent sheet-feeding specialist.
The challenge
He explains: “Going right back to the beginning, the original concept was that we would create a customer-owned sheet-feeding manufacturing facility. It would be independent and that would support the position of its owners as mid-market organisations with an ambition to gain greater control of our supply base.
We all hoped that this new entrant into the UK sheet feeding market, the first for over 20 years, would give us more control, greater independence and, in due course, a financial return. It proved to be a lot more challenging than we had envisaged at first. In the eight years since start-up, we have had to change the company’s leadership, operating partner and bankers, as well as invest significantly more than our initial stake.”
A new start
In January 2021, Rob Burgin joined the CorrBoard UK business as Managing Director. Recognising that there were frustrations both with employees and customers, he outlined three priorities: quality, service and sustainability.
David comments: “While there had been some changes over the years, we needed a reset. The relationship wasn’t where it needed to be and that was causing problems all round. While I welcomed Rob, the impact that he would have remained to be seen.”
Celebrating change
Twelve months on and the feedback is positive.
The journey hasn’t been without its setbacks and, as with all change management programs, there has been some resistance.
Despite this, CorrBoard UK, which is now working towards becoming the leading independent sheet-feeding specialist in the UK, has met with its objectives to improve quality and service, while sharing its approach to sustainability.
David comments: “There is no easy way of saying this; CorrBoard UK went from being one of our most problematic suppliers to the best in terms of quality and service. It was clear that Rob had listened to us, acknowledged the problems we had been facing and then set about fixing them.
“What he did was empower people to join him on a mission to turn things around. I can see first-hand that there is better communication, both within the business and with customers, a greater focus on quality and a real sense of shared success.
“Putting this into hard facts, my shortages (short deliveries) have gone from 24 per cent to 2.5 per cent in the space of 12 months. In practice, this means that everyone is happier!
“I can now see CorrBoard UK growing, becoming a supplier of choice for an increasing number of sheet plants and an organisation that we can all be very proud to be involved with. We have nurtured the business during difficult times, and I am pleased that the hard work has been worth it.”
