Henry Schein 2009 Annual Report Download - page 18

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6
Commitment to superior customer service. We maintain a strong commitment to providing superior
customer service. We frequently monitor our customer service through customer surveys, focus groups and
statistical reports. Our customer service policy primarily focuses on:
•
E
xceptional order fulfillment. Approximately 99% of items ordered in the United States and Canada
are shipped without back ordering and are shipped on the same business day the order is received.
• Streamlined ordering process. Customers may place orders 24 hours a day, 7 days a week by mail, fax,
telephone, e-mail, Internet and by using our computerized order entry systems.
I
ntegrated management information systems. Our information systems generally allow for centralized
management of key functions, including accounts receivable, inventory, accounts payable, payroll,
p
urchasing, sales and order fulfillment. These systems allow us to manage our growth, deliver superior
customer service, properly target customers, manage financial performance and monitor daily operational
statistics.
Cost-effective purchasing. We believe that cost-effective purchasing is a key element to maintaining and
enhancing our position as a competitive-pricing provider of healthcare products. We continuously evaluate
our purchase requirements and suppliers’ offerings and prices in order to obtain products at the lowest
p
ossible cost. In 2009, our top 10 healthcare distribution suppliers and our single largest supplier accounted
for approximately 31% and 8%, respectively, of our aggregate purchases.
E
fficient distribution. We distribute our products from our strategically located distribution centers. We
strive to maintain optimal inventory levels in order to satisfy customer demand for prompt delivery and
complete order fulfillment. These inventory levels are managed on a daily basis with the aid of our
management information systems. Once an order is entered, it is electronically transmitted to the
distribution center nearest the customer’s location and a packing slip for the entire order is printed for order
fulfillment.