Metrics that Matter: Customer Service

QAD

Very little has more impact on a company’s success than customer satisfaction. True customer satisfaction is a measure of sales, delivery and after sale performance. For example, if you consistently backorder items or deliver them late, customers will eventually become angry.

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. Finding Best Customer Service Books When we talk about customer service, people will usually think about the hotel and tourism business or banking business where products are less physically or tangible. What if you provide subpar customer service and customers run away?

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The Go-To List of Ways to Improve Inventory Management

Cerasis

Today’s warehouse managers need better inventory management strategies. Customers wish for better customer service. This is nothing new, but as the world has evolved, the ability to improve inventory management has evolved in stride.

Frock Stocks & FMCG Supply Chain Inventory Decisions

Enchange Supply Chain Consultancy

Customer service FMCG Pharma Inventory Management & Stock Control Supply Chain Analytics

Create an Inventory Strategy to Support your Customer Service Strategy

Valogix

Most companies define what that means in terms of serving the customer. For example, your customers can send you an order and get a return confirmation promptly. Now, you go out and spend a ton of money on the inventory. Inventory Planning customer service

Multi-echelon inventory optimization vs inventory optimization

ToolsGroup

Editor’s Note: Last year ToolsGroup became Microsoft’s partner for Multi-echelon Inventory Optimization (MEIO) in Industrial accounts. Microsoft and I collaborated on a blog introducing the basic concept of MEIO, comparing it with Inventory Optimization. Inventory Optimization

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.”

Multi-echelon inventory optimization vs inventory optimization

ToolsGroup

Editor’s Note: Last year ToolsGroup became Microsoft’s partner for Multi-echelon Inventory Optimization (MEIO) in Industrial accounts. Microsoft and I collaborated on a blog introducing the basic concept of MEIO, comparing it with Inventory Optimization. Inventory Optimization

A Strong RMA Process is Vital to Achieving World Class Customer Service

My Office Apps

A Strong RMA Process is Vital to Achieving World Class Customer Service. Most companies strive to achieve world class customer service. It is understood that repeat customers lead to business success. Shipping goods back to the customer .

Maurice Sporting Goods Selects Herlitz Inventory Management’s HIMPACT for Daily Forecasting and Analytics, Resulting in Improved Customer Service Level Performance

Herlitz Inventory Management

Since implementing HIMPACT, Maurice Sporting Goods is fully equipped to improve customer service levels, lower inventory, and increase profits. HIMPACT was selected because it helps improve customer service level performance.

How to Outsource Customer Service: When Ecommerce Customer Service Outsourcing Makes Sense

ShipBob

Building a robust and loyal customer base is no easy feat. Ecommerce business owners find success not only by providing a terrific product, but by adding a personal touch to their coveted customer relationships. Why customer service is integral to ecommerce.

Supply chain inventory optimization – Beyond the analytics

Kinaxis

by Alexa Cheater From designing, sourcing and manufacturing, to distribution and consumption, your supply chain is at the heart of your customer satisfaction levels. The equivalent of 7% of America’s GDP is tied up in inventory, and accounts receivable and payable.

The Future of Inventory Management

Kinaxis

by Andrew Dunbar This post concludes my inventory management blog series. Inventory management is not a stand-alone business process that occurs after other processes are complete. How does your inventory manager’s role compare to the one I’ve described here?

Inventory Management in Service Logistics Industry

Talking Logistics

What is Inventory Management? For Manufacturing it’s about carrying zero or minimum inventory. For Logistics the focus is on high inventory turns. Inventory Management is about having a right balance of expectations from different functions of the supply chain.

Five Reasons Why Are We Not Making Progress on Inventory Management

Supply Chain Shaman

At the session, we discussed why companies have not made more progress on inventory management. In the case of Apparel and Automotive industries there are slight improvements, but they have shifted inventories to suppliers. Days of Inventory Pre and Post-Recession.

ScottsMiracle-Gro Improves Distribution System in Sustainability and Customer Service

Supply Chain Network

to service the Company’s home center retail customers in northeastern U.S. By installing a warehouse in this region, the Company expects to improve its environmental footprint by reducing the number of miles traveled within its distribution network while also reducing costs and improving its customer service levels. The warehouse is part of ScottsMiracle-Gro’s high-service distribution model that the Company began implementing across the U.S. A new 100,000-sq.

How manufacturers optimize their inventories

ToolsGroup

Editor’s Note: Microsoft’s Colin Masson, Global Industry Director of Manufacturing Solutions (that's him on the left), sat down with me to discuss how manufacturers optimize their inventories. It then uses this model to understand the impact of demand forecasting on inventory.

Inventory Metrics: From Insight to Action

Kinaxis

by Andrew Dunbar Over the last several weeks, this blog series on Inventory Management has explored the objectives and roles of inventory managers and outlined several of the improvement levers available to them. So, what do you need to measure to manage your inventory ?

How manufacturers optimize their inventories

ToolsGroup

Editor’s Note: Microsoft’s Colin Masson, Global Industry Director of Manufacturing Solutions (that's him on the left), sat down with me to discuss how manufacturers optimize their inventories. It then uses this model to understand the impact of demand forecasting on inventory.

Segmenting Your Inventory by Gross Margin and Demand Variability

ToolsGroup

Gartner Research analyst Paul Lord has developed a thought-provoking approach (shown in the above diagram) for tailoring supply and inventory tactics to different inventory segments. As we showed in a previous blog, it’s not the only way to segment your inventory, nor nearly the best.

Design, Operating and Situational Inventory Trade-Offs

ToolsGroup

Gartner analyst Paul Lord has developed a framework to better understand inventory trade-offs by categorizing those decisions according to the objectives they are meant to achieve: structural, operational and situational. or “How can we reduce inventory and improve our balance sheet?”.

Executing Customer-Centric Supply Chain Strategies

Supply Chain Shaman

Definition: “Customer - centric is an approach to doing business that focuses on providing a positive customer experience both at the point of sale and after the sale in order to drive profit and gain competitive advantage.” What is a Customer-Centric Organization?

Inventory Management Levers – Success Through Collaboration

Kinaxis

by Andrew Dunbar So you’re an inventory manager, and your CFO just asked you to reduce inventory by 10% before year end to free up some capital for next year’s big investment in R&D. Figure 1: The theoretical on hand inventory level of a single item.

Is Poor Inventory Performance Holding You Back?

Kinaxis

by Alexa Cheater Our partner Celestica recently published the following article, ‘ Is your company being held hostage by poor inventory performance? ’ Poor inventory performance can create a significant obstacle to growth and profitability.

Navigating The End-to-End Journey

Supply Chain Shaman

Companies need shorter product cycles with easy customization. I advocate a portfolio of growth, EBITDA or operating margin, inventory turns, on-time and in-full shipments, and Return on Invested Capital (ROIC). The processes are outside-in focused on creating value for the customer.

Four Things You Probably Didn’t Know About Inventory Planning and Sustainability

ToolsGroup

I think it’s time we started spreading the good news: when you harness demand and inventory planning to slash unnecessary expenses and improve service to customers, you also reduce waste and support sustainability. Smart inventory planning cranks up manufacturing efficiency.

FMCG – Hunkering down for Supply Chain Analytics

Enchange Supply Chain Consultancy

Customer service FMCG CEO Inventory Management & Stock Control Supply Chain Analytics ITHave you ever “hunkered down”? I remember being asked to hunker down during a supply chain training course many years ago and I had no idea what I was supposed to do.

Global FMCG Supply Chain Transformed by Analytics

Enchange Supply Chain Consultancy

Customer service FMCG KPI Supply Chain Inventory Management & Stock Control Supply Chain AnalyticsThe Challenge A leading global FMCG company undertook an aggressive supply chain improvement programme across 150 markets.

Why Safety Stock Is So Important to Your Supply Chain

Demand Solutions

Think about it: If we could somehow forecast with 100% accuracy, we'd be able to carry only the inventory we plan to sell, with maybe a little extra to cover for unexpected mishaps. It increases the chances that you'll meet your customer service levels consistently.

Metrics that Matter: Inventory Effectiveness

QAD

The effective use of a manufacturer’s inventory investment is an important determinant of the company’s success. Excess and obsolete inventory is a drain on resources, as is excessive safety stock. Managing an Inventory Investment. Best Practices for Inventory Effectiveness.

When is Inventory Too “Lean”? Finding the Right Balance

ToolsGroup

But we have also seen companies misinterpret the lean message when it comes to inventory. It's good to trim bloated inventory and free up working capital. But inventory optimization can actually contribute to a lean environment.

Lean 281

Understanding Your Safety Stock Calculations

Demand Solutions

At this point, you may be saying to yourself, "but carrying excess inventory is expensive!" As you know, (and as we've discussed in previous posts) demand forecast accuracy is, arguably, the single biggest factor that impacts the ability to meet customer service targets.

SanDisk’s Story of Customer Segmentation Strategies Using Inventory Postponement

Supply Chain Shaman

One of these concepts that I hear a lot; but see few tangible examples, is the idea of “customer-segmented supply chain.” The discussion of customer-segmented supply chains happens often. Most supply chain planning teams do not know their customers.

Order Management Improvement Best Practices!

Supply Chain Game Changer

Omnichannel Customer Service Best Practices! An order management system (OMS) is the system of record for maintaining orders and handling inventory. In the omnichannel supply chain, order management improvement leads to confident inventory management across all channels.

Why inventory management should be a company-wide conversation

Kinaxis

by Alexa Cheater Don’t get caught having your company’s inventory management conversation alone! Re-evaluating your inventory management practices can help you overcome rising supply chain costs, increasing customer demand and the growing complexity of global operations.

Five Types of Inventory Optimization You Should Know

ToolsGroup

Inventory configuration is usually the predominant issue in most manufacturing environments. Inventory policy is usually the predominant issue in most distribution environments. This risk pooling approach frequently requires less inventory.

This is Not Your Father’s Inventory Optimization

Logility

The first commercially available single-echelon inventory optimization solution was introduced in the 90s and the first commercially available multi-echelon inventory optimization solution was introduced in the early 2000s. Inventory Optimization