Kevin O'Meara of Shaw Industries on the urgent need to transform manufacturing and supply chains

In this episode of the CX Iconoclast, Richard Owen hosts Kevin O’Meara, a supply chain expert and head of business transformation at Shaw Industries. 

After discussing Kevin’s transition from military to commercial life, the conversation moves to supply chain logistics, where Kevin underscores its evolution from a cost-cutting focus to a competitive weapon for companies. He attributes this shift to technological advancements in inventory management and transportation management post-2000, spurred by the rise of e-commerce and direct-to-consumer shipping.

Kevin emphasizes that modern businesses are exposed directly to end consumers, necessitating efficient supply chains. The conversation touches on balancing efficient balance sheets with customer delight amidst evolving product complexities due to the addition of software to many products that used to be hardware-only.

COVID-19 is highlighted as a game-changer for globalized supply chains, introducing unprecedented disruptions and propelling scenario planning into prominence. Companies are now tasked with balancing risk mitigation costs against agility – the ability to swiftly adapt to unforeseen challenges.

Richard probes into manufacturers’ slow adaptation to direct consumer engagement, historically buffered by channels. Kevin agrees but notes an ongoing change where consumers are increasingly discerning about product origins and manufacturers’ roles. 

Kevin suggests that manufacturers must adapt at the same pace or faster than consumer expectations. He believes personalization will be a key focus for all manufacturers and supply chains, structuring their capabilities to provide new experiences for each individual.

The conversation shifts to business transformation at Shaw Industries. Kevin describes his role as taking a step back from daily operations to align with the company’s long-term strategic goals. He emphasizes the importance of optimizing business processes before digitizing them and eliminating outdated or unnecessary practices.

Richard and Kevin conclude their discussion focusing on customer expectations post-COVID-19. They agree that the pandemic accelerated existing trends in consumer behavior, with companies like Amazon raising expectations around efficiency and delivery speed. The challenge for manufacturers and distributors is to meet and exceed these heightened expectations while balancing efficiency with personalized service. This insightful conversation provides valuable perspectives on the future of supply chain, manufacturing, and customer expectations.

Find out how predictive CX analytics can help your business: https://ocxcognition.com/
Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/
Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3

Find out how predictive CX analytics can help your business: https://ocxcognition.com/

Follow us on LinkedIn: https://www.linkedin.com/company/ocxcognition/

Connect with Richard Owen on LinkedIn: linkedin.com/in/richard-owen-98ba3