The Nuances of Getting the Customer Service Metric Right Part 2
May 22, 2017
In the second of a two-part column and video series, Dr. Michael Watson of Northwestern University and his firm OpEx Analytics, who is also an Expert Insight columnist for Supply Chain Digest, offers more insights into the nuances of getting customer service metrics right.
In this second video discussion with SCDigest editor Dan Gilmore, excerpted from the weekly video new broadcast from our Supply Chain Television Channel and CSCMP, Watson discusses having multiple measures of service, managing tradeoffs with other metrics, and why in the end root cause analysis may be the most valuable tool companies can use.