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.

You can find the first video in the series here: Supply Chain News Makers Video Series: The Nuances of Getting the Customer Service Metric 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.

You can find the written columns here as well: Supply Chain by Design: Service Level Measures in the Supply Chain, and Service Level Measures in the Supply Chain Part 2

Please view this fast-paced and very interesting video discussion below.