article thumbnail

Aligning Supply Chain Metrics to Improve Value

Supply Chain Shaman

In follow-up qualitative interviews, one of the largest issues with organizational alignment was metric definition and a clear definition of supply chain excellence. In my post Mea Culpa, I reference my work with the Gartner Supply Chain Hierarchy of Metrics. Error is error, but is it the most important metric? My answer is no.

article thumbnail

Say Customer Service and Mean It

Supply Chain Shaman

Many of my clients talk about a customer-centric supply chain but rely on useless metrics from an annual survey or a net promoter score. In this article, I want to emphasize that a customer-centric supply chain meets and exceeds the customer’s needs day-by-day based on a well-defined relationship against a brand promise.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Your supply chain is costing you money – Reason #9: Relentless pursuit of one metric at the expense of other metrics.

Kinaxis

Reason #9 Relentless pursuit of one supply chain metric at the expense of other metrics. Imagine that your child brings home their report card and it’s a mix of good and fair grades. Yet, these are similar instructions as what is passed down to the supply chain from executives focused on a specific supply chain metric.

article thumbnail

Paving the Digital Path to Purchase

Enterra Insights

The past couple of years has been a remarkable time for e-commerce as more and more consumers have discovered the digital path to purchase. Across industries and regions, people prioritized essentials and reduced impulse purchases. ” Paving the digital path to purchase (i.e., worldwide in 2020, according to eMarketer.”[1]

article thumbnail

Pandemic Lessons For Supply Chain Leaders

Supply Chain Shaman

Next Steps: Start to model demand based on market data to align the organization on baseline demand. Resist the temptation to place deeper analytics on top of existing data models. Instead, rethink the model and the approach. Out of desperation, they turned to the use of descriptive analytics. Next Steps.

article thumbnail

Uh-Oh! Insights On How P&G Failed And What This Means For You

Supply Chain Shaman

At each company, there is a relationship between the metrics of growth, margin, inventory, customer service, and asset strategy. For the purpose of this article, I will use Return on Invested Capital (ROIC) as the proxy metric to discuss asset utilization.) Understanding this relationship requires modeling. (A

article thumbnail

Writing: Working on My Book

Supply Chain Shaman

. “When I ask my team about customer service, I get high-five reviews. When I meet with my customers, I get thumbs-down feedback. I find the measurement of customer service to be one of the most difficult.” Interview for Metrics That Matter. ” Supply Chain Leader.