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7 Best Customer Service Books CEOs Read

Supply Chain Opz

We evaluate books related to customer service based on sales rank, reviews/endorsement by leading business leaders and show you the best customer service books. However, books will say that service is actually a lifeline of any business and it usually goes beyond customer satisfaction surveys. One of our readers asked.

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Writing: Working on My Book

Supply Chain Shaman

My kitchen table is piled high with interviews for the upcoming book, Metrics That Matter. Writing a book is a labor of love. It is my second book. To give readers a sneak peek for the book, here I share my interview with Peter. Peter is one of sixty-five companies that I have interviewed for the book. I am behind.

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Asking the Right Questions Is The First Step To Drive Supply Chain Excellence

Supply Chain Shaman

Using balance sheet data from 2011 to 2019, we chart companies’ progress by peer group on rate of improvement and performance in the metrics of growth, operating margin, inventory turns, and Return on Invested Capital (ROIC). Excellence happens at the trade-off of margin (not cost), growth, inventory, and Return on Invested Capital.

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Seven Misconceptions on Managing Inventory in a Market-Driven World

Supply Chain Shaman

When it comes to the management of inventory in value chains, frustration abounds. Executive, after executive, lament, “They have purchased many technologies and sponsored many projects to reduce inventories, but they are not seeing results.” Inventory is the culmination of many business decisions. Tracking Progress.

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Power B2B Networks

Supply Chain Shaman

If you ask companies if they would like better inventory and global supply chain visibility, you will get an overwhelming answer of, “Yes!” If you miss reading the Shaman in the next few weeks and you want some new reading in the area of supply chain excellence, consider tucking my new book Metrics that Matter into your suitcase.

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Who Should Be In The Winner’s Circle?

Supply Chain Shaman

Heavily booked and running from meeting to meeting, I was late. The methodology did not include a peer group analysis, and I strongly felt that chemical, retail, and telecommunications companies should not be compared in the same analysis. As I squeezed into the middle seat of a crowded conference room, I got the stare. The reason?

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Measuring Up?

Supply Chain Shaman

In our analysis, only one out of ten companies successfully improves operating margins and inventory turns at the same time. When this happens, we find that the organization is more aligned and perform(s) better on the Supply Chain Metrics That Matter –growth, inventory turns, operating margin, Return on Invested Capital (ROIC). (We