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Case Study

Avery Dennison redesigns its business processes for improved customer satisfaction


TCS helped Avery Dennison redesign its business processes and put in place an online customer information system, allowing users to conduct business online, thereby ensuring enhanced customer satisfaction and retention.

The Customer:  Avery Dennison, a Fortune 500 company with operations in more than 50 countries, is a global leader in labeling and packaging materials and solutions. It manufactures and sells pressure-sensitive materials, brand identification and information management products, and other converted products.

Business Scenario:

Avery Dennison’s existing decentralized business model was unable to meet its customers’ evolving business needs. Inadequate communication between marketing, sales, planning and manufacturing did not allow for company-wide visibility into the entire value chain. It also could not leverage economies of scale for the divisions to complement one another more effectively. 

The company sought to implement a centralized Customer Responsiveness Initiative (CRI) aimed at redesigning its business processes and implementing new platforms to improve efficiency, lower costs and enhance customer experience.

It turned to TCS for assistance on CRI in light of our success with similar transformational projects. As a long-time partner of Avery Dennison, we, at TCS, drew on our knowledge of its systems and processes to provide a high-quality solution at optimal costs.

TCS’ Solution:

We conducted a comprehensive analysis of the company’s business processes to develop program management and tracking mechanisms. We selected best-of-breed applications to standardize processes for defect management and issue tracking and ensure proper control across multiple vendors. 

We implemented most of the technologies chosen for the CRI, using technologies from QAD (MfgPro as the main solution element) and IBM (Websphere Commerce System). We also chose a set of bolt-on applications to enhance the functionality of the core ERP components. 

We successfully implemented the new system in multiple countries with minimum intrusive coding.

Key Benefits:

  • Improved customer satisfaction and retention
  • Increased business agility
  • Reduced IT costs
  • Reduced inventory  
  • Continuous improvement in business intelligence and reporting
  • Improved operational efficiency with the automated sourcing of raw materials

Customer Quote:

“I want to take this opportunity to express my sincere thanks and appreciation to TCS for the CRI project. We have now successfully completed all site implementations and the business is transformed. Together we did it.”

- James A Richardson, Customer Responsiveness Initiative, Avery Dennison