As both a supplier and a customer within the rigid packaging industry, BWAY takes a leadership role in building efficiency throughout the supply chain. Working in partnership with our suppliers brings improvements and lowers costs for BWAY and our customers. Similarly, the more we interface with and understand our customers, the more responsive we and our suppliers can be to their needs. Engendering strong relationships positively impacts every participant in the supply and distribution chain—from product development all the way to the consumer.

Operational Value Analysis (OVA)—A Commitment to Service and Partnership

BWAY’s successful OVA program is offered at no cost to our customers to help improve their operations and find new and better ways of doing business. At a customer’s request, we will dispatch a team of experts to conduct an analysis of their entire operation, from scheduling to filling lines, to the loading of trucks for delivery and unloading of empty containers. Through a summary of our findings, customers are able to uncover savings in time, efficiency, and hard dollars. This service is particularly valuable for customers that require refined knowledge of container handling processes or new technologies that are changing within their industries.

Customer Feedback—Building Blocks for Mutual Success

Each year, BWAY contracts with an outside firm to conduct a Customer Satisfaction Tracking Survey to measure perceptions of the quality and performance of our products, delivery, pricing, and overall value. We test discreet areas of our operations to identify places for improvement and ways to reduce time to market, lower customer costs, and improve quality. Our customers agree we are a highly service-oriented company, and while it’s rewarding to consistently receive high marks in satisfaction, we don’t invest in surveys so we can feel good. Rather, we use the results to set goals, benchmarks, and budgets that will help us serve customers better in the coming year.