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