Aligning Fulfillment Metrics to Customer Segment Requirements

Understanding and filling customer needs collaboratively adds more value than designing processes and systems to beat the competition. Here's an example of how one company did it.


Understanding and filling customer needs collaboratively adds more value than designing processes and systems to beat the competition. Wrong business decisions are inevitable if measurement systems are focused on metrics as opposed to customer satisfaction. In maintaining that fine balance between cost and service, manufacturing organizations should not hesitate to find out what is important and acceptable to the customers and design appropriate metrics to help drive performance across the enterprise.

References

Martin Roddy, "KPI's: Customer service rules." AMR Research, June 2000.

Hofman Debra., "Supply chain excellence: All roads lead to the perfect order."
AMR Research, November 2002.

Hofman Debra, "The hierarchy of supply chain metrics: Diagnosing your supply chain health." AMR Research, February 2004.

Lapide Larry, "What about measuring supply chain performance?" AMR Research, October 1998.

McCluskey Marc, "Measuring service fulfillment: Target customer trends, not the competition." AMR Research, April 2004.

Kevin O'Brien, Mike Schickedanz, "Value Chain Report Aligning your supply chain to support world class customer service." Industry Week, May 2003.

About the Author: Subramanyam Venkataraman is a senior consultant in the Supply Chain Management domain at Infosys, an end-to-end business solutions provider.

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