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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.

The Most Important Distribution Center Metrics to Track and Understand

Cerasis

Throughout the supply chain, the use of metrics to track and understand processes provides an invaluable resource for ensuring increased production and customer satisfaction. What Distribution Center Metrics Need Tracking? On-Time Shipping.

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3 Core Metrics & 10 Soft Metrics for Measuring Supply Chain Performance

Cerasis

3 Key Metrics for Measuring Supply Chain Performance Beyond Cost Reduction. Inventory measurement is critical and it is money after all in that it took a capital expense to procure. The goal is to keep inventory levels at a minimum to meet customer needs.

Supply Chain Metrics - Gaining Visibility in a Data-rich World

Logility

The second part of Drucker’s quote, “if you can't measure it, you can't improve it,” really brings home the importance of having the right set of metrics. When it comes to supply chain metrics, “beauty is in the eye of the beholder.”

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.

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?

Which Metrics Matter? Interview with Philippe Lambotte

Supply Chain Shaman

My journey to understand supply chain Metrics That Matter started three years ago. When I sat down to write the book, Bricks Matter, I believed that companies had used supply chain technologies to reduce operating margin and improve inventory turns. How do you balance metrics ? .

Why Financial Reengineering Does Not Equal Supply Chain Improvement

Supply Chain Shaman

Snow fell last night as I worked on my last Supply Chain Metrics That Matter report. Ironically, most companies are very entrapped in measuring and rewarding functional metrics which degrades overall improvement. Cash-to-cash is a compound metric.

Logistics Key Process Indicators (KPIs)

The Logistics of Logistics

A KPI is an indicator (a metric) that you have chosen, and agreed with your partners and or customers, that will determine whether you are meeting your critical success factors. Key Process Indicators vs. Metrics. I sometimes use the terms KPI and metrics interchangeably, but they are not the same. A metric is any standard of measurement (number of carriers, inventory turns, average shipment weight, etc.). The newest logistics KPI is customer service.

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The Go-To List of Ways to Improve Inventory Management

Veridian Solutions

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. Supply chain leaders should follow these key strategies for ways to improve inventory management. Reduce On-Site Stock by Leveraging Drop Shipping. Use a Modern Inventory Management Software, Including a WMS.

Wanted: Supply Chain Architects!

Supply Chain Shaman

I knew nothing about the world of logistics, inventory management and order optimization. The focus is to rationalize the flows from the distribution center to the customer. The flows are typically linear and the analysis is on alternate modes and best shipping lanes.

23 Reasons the Ideal TMS is best for LTL Freight Shipping

Cerasis

Using less-than-truckload for medium-sized shipments is one of the great innovations in shipping. It produces results at a fraction of the cost of full truckload (FT) or small package shipping. However, the needs of the modern shipping industry have reached an optimal point, and the only way to further push the envelope is by using a dedicated transportation management system (TMS). As a result, the amount of inventory can be managed to reflect the consumer demand.

The Most Important Metric for Increasing Revenue

Unleashed

Average Order Value (AOV) is one of the few important metrics for businesses to analyse and track to gain an understanding of their current revenue and how they may increase it. It gives an insight into customer behaviour and is often used in collaboration with conversion rate (CR) and revenue per visit (RPV) to drive up overall revenue. This gives an indication of how much each customer is willing, able or needing to spend on your products. Customer service.

Managing a Third Party Logistics Partnership

The Logistics of Logistics

When you have chosen a 3PL partner, insure that you have an effective Service Level Agreement (SLA) with accompanying Key Performance Indicators (KPIs) to manage the Service Level of the 3PL. If you do not want to start at the 3PL as a contact customer with a SLA/KPIs, you can ship your goods and become a public account. As a contract customer, upfront costs will be a subject of discussion and negotiation.

Inventory Backorders And Their Impact On Inventory Control

Unleashed

Effective inventory control is a balancing act between reducing the costs of holding too much inventory stock with the need to maintain enough stock to meet customer demand. Stockouts in many cases lead to lost sales and customer dissatisfaction but what if there is a customer order that cannot be immediately filled but for which the customer is prepared to wait? What is an inventory backorder? The impact of backorders on inventory control.

The Magic Bullet for Real-Time Supply Chain Collaboration? Cloud Visibility.

synchrono

The result is expensive; using faster shipping methods to get the part back on the shop floor. Visualizations can be created or configured by and for the individual user, work center, plant or multi-plant/enterprise, supplier, or customer level.

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Supply Chain Diagnostic: A Four-Step Process

Supply Chain Shaman

When a company contacts me to help them with their supply chain, the pain is usually a gap in customer service. Analyze Past Results in Customer Service. I am working with a company with issues in delivering customer service. inventory turns.

Drivers of Modern-Day Warehouse Management System Adoption

Veridian Solutions

As the industry expands, the ability to fulfill orders and move product will affect customer service and profitability. Inventory Visibility and Optimization, Including Reslotting and Order Streaming. Demand for more warehouses is evident throughout the industry.

2020 Requires Big Wings and Feet

Supply Chain Shaman

I find senior executives love to throw around superlatives like customer-centric, agile, efficient and responsive but lack the understanding of how the words translate to supply chain strategy in the real world. Average Inventory Levels by Industry over the Period of 2010-2018.

How Supply Chain Planning Can Create Profit in a Declining Market

ToolsGroup

When a business finds itself in a declining market, failing to stay in lock step with customer demand poses an existential threat. Rather than cutting back, our customer Mohawk Industries decided to lean in. They also cut inventory levels, grew sales and resolved capacity issues.

4 Long Term Ways to Save with Less Than Truckload Freight Shipping

Cerasis

So, your organization has decided to explore the benefits and perks of less than truckload freight shipping. Let’s take a look at how the TMS impacts the costs of shipping over the long term in four critical areas. Overall Costs of Less Than Truckload Freight Shipping. For an organization to justify the cost of using Less than truckload freight shipping, the topic of return on investment usually crops up. Customer Satisfaction.

This Week in Logistics News (May 13-17, 2013)

Talking Logistics

UPS App For iPad Advances Suite Of Customer Technology Offerings. Chainalytics Creates New Metrics for Demand Planning Consortium. In related news, Maersk downgraded its forecast for ocean shipping demand.

The 9 Key Considerations of an Effective Last Mile Logistics Strategy

Cerasis

According to Mitchell’s NY , last mile logistics is seen as the least efficient leg of shipping, and it accounts for up to 20 percent of the total shipping cost of a product. E-commerce markets move at the speed of light, and unnecessary delays could result in customer losses. Performance measurement goes back to cutting costs wherever possible, without sacrificing quality or service. Understanding last mile logistics is only half the battle.

Lean Manufacturing: Is it Really Worth It? 16 Big Benefits Say, “Yes.”

Cerasis

Customer expectations of reliable quality and rapid delivery forces today’s manufacturers to either shorten cycle times or lose business. Customers simply switch suppliers when others are more capable of delivering within their preferred timeframes. Lean systems have provided a formidable operating strategy for leaders determined to achieve and maintain optimal operational systems and customer satisfaction levels. Customer service performance is poor.

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Tips to Reduce Safety Stock With Data and a WMS

Veridian Solutions

Omnichannel brought an influx of customers to businesses and led to an increase of products and SKUs shipped in multiple modes, in a myriad of ways. Safety stock refers to excess inventory capped within a warehouse or other facility to avoid the problems associated with a product being out of stock, explains Supply Chain 24/7. In today’s world, if your business does not carry or have a given product in stock, the customer can find it on Amazon.

Why Reverse Logistics Systems and Transportation Management Should Be Considered Together

Cerasis

Quality, service, costs, environmental and legislative issues are strategic issues that must be managed in addition to the operational challenges mentioned above. Customers want results. meaningful and accurate performance metrics. customer satisfaction.

What Should Be the Role of the Store?

Supply Chain Shaman

Macy’s had been bragging at conferences about their work on cross-channel fulfillment with progress made in using their stores to ship directly to customers. I called customer service and complained. Macy’s requested that I ship the damaged bowls back.

Defining Your Own Logistics Competitive Weapon

Talking Logistics

You have to think and act beyond cost manage and find ways to leverage supply chain and logistics as a competitive weapon — that is, look for ways to leverage supply chain management to drive top-line growth, increase market share, and enhance customer loyalty.

Retail Link – How Does It Help?

SupplyPike

With Retail Link, suppliers can handle their own products by tracking their supplier data , involving sales and inventory volume, percentage of stock, trade margin, and inventory turnover. Consequently, they can reduce their inventory risk and related expenditure.

Omni-Channel Supply Chains Are Changing Everything You Ever Learned in School…

Supply Chain View from the Field

This view of the supply chain is focused primarily on how we get inventory to the customer. He pointed out that the customer doesn’t care which division owns the inventory – they just want the product whenever and wherever they desire. Retailers have established a single view of the customer, but are still operating largely in functional silos. Because Macy’s is now fulfilling orders from stores… so store sales and inventory at stores don’t matter.

7 Pitfalls of Amazon FBA (Fulfillment By Amazon)!

Supply Chain Game Changer

Fulfillment by Amazon or Amazon FBA lets sellers in the Amazon marketplace take advantage of Amazon’s giant logistics operation to ship their orders. FBA items are eligible for Amazon Prime shipping and Amazon handles your angry customers (which Amazon considers its customers, not yours).

5 Ways an Omnichannel Supply Chain Strategy Can Improve Customer Experience

Veridian Solutions

According to Randy Strang of Supply Chain 24/7, a survey of the most important parts of a shopping experience found customers’ expectations are more than meets the eye. What’s Wrong With Omnichannel Supply Chain Strategy and Customer Service? Retailers are simply spreading their services too thin and creating new offerings in response to the Amazon Effect has had nominal results. A Guide to the Warehouse Metrics Supply Chain Execs Should Track.

9 Key Topics to Understand to Frame A Shipper’s Mind for Effective KPI Management with a 3PL

Cerasis

Are you holding your service providers and vendors accountable to specific KPIs? The next step in procurement is then managing vendors and keeping service providers accountable for continued improvement. What is a Service Level Agreement (SLA)? A service-level agreement (SLA) is a contract between a logistics service provider and a customer that specifies, usually in measurable terms, what services the logistics service provider will furnish.

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Top 15 Logistics Blog Posts of 2014

Cerasis

There are countless number of logistics service providers who offer many different types of broad and niche services. When a manufacturer’s product normally moves through the supply chain network, it is to reach the distributor or customer.

Speed Delivery with a Better Warehouse Management System (WMS)

Veridian Solutions

However, unique customer demands continue to increase, and a failure to plan for stronger demand will not excuse any issue, especially failures in the systems of record. Better control of your warehouse will yield positive results for your company and higher customer service levels.