Situation / Request: Due to a network failure, our largest luxury client required alternative solutions to reduce late deliveries to their stores in the Nordics (Sweden, Denmark, Finland, Norway). This significantly impacted our quality of service, and key performance indicators (KPIs) fell to 76%, well below our targets. We faced numerous delays and losses.

Solution: Since we were already using an airbridge through an external supplier to the Nordics for another customer, I proposed utilizing the same solution. I worked to gain internal buy-in, holding meetings with senior management, sales, operations, and customer engineering teams to demonstrate that this was the ideal approach. Additionally, I coordinated all aspects of the first mile, from production sites to airports, ensuring timing alignment, securing suitable trucks, negotiating rates with suppliers, and verifying that aircraft had enough capacity for our goods. With new routing in place, I also arranged for the updated labeling of goods with operations and IT. This kind of backup plan required a highly cross-functional effort.

Results: The Business Continuity Plan (BCP) solution was a success, exceeding our KPIs at 98%. We maintained this solution from March to June, ensuring stability until our standard operations resumed. The contingency plan was so effective that the client chose to adopt it permanently. We also implemented this solution during the peak season (Christmas) to maintain high delivery performance during this critical period. Once again, we achieved outstanding results. As recognition for this success, I was honored with the FedEx Bravo Zulu Award.