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 importance of customer service for end-to-end supply chains

Kinaxis

The success of your business depends on it, because if you can’t adapt and adjust, your customers will find someone who can. Exemplary customer service matters to your bottom line. The result of poor customer service. Minimize your risk of unhappy customers.

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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?

Metrics that Matter: Inventory Effectiveness

QAD

Stockouts affect customer satisfaction and revenue, and the frequent need to expedite orders adds to costs and highlights problems lurking in the system. Using Metrics to Measure the Health of the Business. The absolute measure is less informative than the trend in the metrics.

Why You Should Embed Customer Service Metrics in Your Supply Chain

Speaker: Irina Rosca, Founder, sustainSCM and Director of Supply Chain and Customer Success Operations, Helix OpCo

Across industries, 81% of all customers attempt to take care of matters themselves before reaching out to a live representative. When there is so much information in customer feedback, why do supply chain managers leave such expensive insights on the table? Supply chain touches the product from conception until it arrives in the hands of the customer, and sometimes through the recycling process. Join Irina Rosca, Director of Supply Chain and Customer Success at Helix as she walks through the key questions to connecting the supply chain with the voice of the customer.

Inventory Metrics: From Insight to Action

Kinaxis

This post will discuss some of the metrics and analysis tools that an inventory manager needs to identify risk and opportunities and to make intelligent decisions to optimize the performance of their inventory. Each metric requires context.

Time for a Supply Chain Metrics Cleaning

Logility

Ask yourself, “Are your supply chain metrics bogging you down?” ” To manage a supply chain containing complex dependencies between teams, departments and partner companies across international boundaries requires a rich set of metrics. However, companies often have too many independent metrics that can cause conflicts amongst competing supply chain functions. Functionally isolated metrics lead to sub-optimized supply chain performance.

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.”

Your supply chain is costing you money – Reason #9: Relentless pursuit of one metric at the expense of other metrics.

Kinaxis

Reason #9 Relentless pursuit of one supply chain metric at the expense of other metrics. Yet, these are similar instructions as what is passed down to the supply chain from executives focused on a specific supply chain metric. Why do companies focus on reducing a specific metric?

Top 5 Metrics & Benchmarks To Measure In Pickup & Delivery Logistics

Abivin

Managing your business operations would be challenging without proper metrics and data analytics. Below are 5 significant metrics in Pickup & Delivery Logistics that any company can use to measure their performance in meeting initial goals.

6 Benefits of Effective a Reverse Logistics System & The 9 Core RevLog Metrics to Track

Cerasis

Most often, this includes warranty recovery, value recovery, repair, redistribution, product recalls, used parts and replacement materials for refurbishment, service or product contract returns, and end-of-life recycling. Increased service market share.

Supply Chain Agenda of Pierre Mille, VP Group Planning & Customer Service Excellence at Carlsberg Group

Supply Chain Movement

“We are evolving towards a more customer centric supply chain”. Pierre Mille, VP Group Planning & Customer Service Excellence, Carlsberg Group. For Pierre Mille, VP Group Planning & Customer Service Excellence, this was an opportunity to unleash its untapped value.

Overcoming Complacency: How to Drive Even More Supply Chain Metric Success

Talking Logistics

The four key methods here will help you drive more success as you bring the metrics to life on your warehouse floor: 1. The stagnated standards they represent might mask underlying problems with visitors, customers, or even management itself. Show the “story” of your metrics with quarterly and yearly growth charts; show how far you’ve come as a team over time. While metrics are powerful tools, they’re only one tool amongst the many a leader can use.

Changing the Production Performance Metric

Logility

The production efficiency is one of several measures across the supply chain including inventory and customer service and profitability. Inside-out to outside-in is starting to turn.

Changing the Production Performance Metric

Logility

The production efficiency is one of several measures across the supply chain including inventory and customer service and profitability. Inside-out to outside-in is starting to turn.

Writing: Working on My Book

Supply Chain Shaman

. “When I ask my team about customer service, I get high-five reviews. When I meet with my customers, I get thumbs-down feedback. I find the measurement of customer service to be one of the most difficult.” Interview for Metrics That Matter.

Understanding Your Safety Stock Calculations

Demand Solutions

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. If your business is one of them, what is the basis for your "rule of thumb" metric?

Top 5 Metrics & Benchmarks To Measure In Pickup & Delivery Logistics

Abivin

Managing your business operations would be challenging without proper metrics and data analytics. Below are 5 significant metrics in Pickup & Delivery Logistics that any company can use to measure their performance in meeting initial goals.

Navigating The End-to-End Journey

Supply Chain Shaman

Companies need shorter product cycles with easy customization. The company that plays to win does not strive to have the best manufacturing costs, or the best procurement practices; instead, the team focuses on winning together cross-functionally on a commonly held portfolio of metrics.

Supply Chain News Makers Video Series on The Nuances of Getting the Customer Service Metric Right Part 2

Supply Chain Digest

Michael Watson on Multiple Measures, Managing Tradeofffs, and Root Cause Analysis

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?

DAT Wins Prestigious Customer Service Award

DAT Solutions

DAT received first place in the small contact centers category, for businesses with 75 or fewer customer service agents. DAT's Customer Support Team. Leading the way in customer service. Maintaining "customers for life".

Last Mile Metrics: 11 Metrics to Measure in Last Mile Logistics

Cerasis

Using technology to improve last mile metrics is essential to driving last mile costs down, but how do shippers know if the technology is helping or hurting? Essentially, shippers need to track these 11 metrics. On-Time Deliveries Are King of Last Mile Metrics.

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 New Logistics KPI – Measuring Customer Service.

KPI 186

Seven Thoughts to Build a Customer-Centric Supply Chain Organization

Supply Chain Shaman

Customer segmentation, and building a customer-centric supply chain, is a popular topic at conferences. When I sit through sessions on building a customer-centric supply chain, I am looking for case studies on how companies have applied the concepts to drive greater value.

Good People Can Make A Difference In Outcomes

Supply Chain Shaman

On my taxi rid into the inner-city of San Francisco, I relished the thought of a comfortable bed and room service in a four-star hotel. This four-star Marriott no longer offers room service. There Is No Substitute for Knowing the Customer.

Supply Chain Metrics: Make Sure They Are Aligned with Your Strategy!

Supply Chain View from the Field

Many people are talking about Key Performance Indicators, Metrics, Analytics, and other indicators of performance. The importance of selecting the right metrics or “measures” as I prefer to call them, is critical as we all know that metrics drive behaviors. Rather then selecting a plethora of meaningless metrics, it is always better to focus on a critical few, and select them wisely. Step 2 – Develop Metrics and Data Sources.

Which Metrics Matter? Interview with Philippe Lambotte

Supply Chain Shaman

My journey to understand supply chain Metrics That Matter started three years ago. Balance: The ability to balance a portfolio of metrics to maximize market capitalization and free cash flow. Here I share his insights: Philippe, which supply chain metrics do you think matter?

Building a Triple A Supply Chain: Ten Tactics That Work

Supply Chain Shaman

We consistently see that companies focused on functional excellence–a focus within a functional silo like manufacturing, transportation or distribution– or singular metrics– like inventory or costs– underperform against their peer groups. Customer-Centric Supply Chain.

Announcing the Supply Chains to Admire for 2019

Supply Chain Shaman

It is not as simple as trading-off inventory, cost, and customer service. We selected these metrics based on correlation work with Arizona State University in 2012. The companies I work with struggle to set metrics targets. I watch the news channels on mute. The reason?

The Nuances of Getting the Customer Service Metric Right

Supply Chain Digest

Michael Watson says he is seeing clients with many questions about how to best measure customer service

Uncovering Value Through Performance Metrics

Inbound Logistics

Kevin Hickey, Vice President, North American Customer Service for Maersk Line outlines the benefits of performance metrics, and the impact they have on carrier relationships and ongoing improvements

The Integrated Workforce in the Warehouse

Supply Chain Nation

Fulfilling e-commerce demand direct to consumers, shipping smaller, more frequent orders to customers, and integrating robotics and advanced automation mean there is no more “business as usual.” Second, they must accurately match labor resources to fast-changing daily and hourly fulfillment requirements to maximize customer service and efficiency. Customer service is improved while unplanned overtime is reduced. Work in the warehouse is changing rapidly.

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.

Provoking the Industry to Move Past Incrementalism

Supply Chain Shaman

An orbit chart is a plotting of data at the intersection of two metrics. In this case, the metrics are operating margin and inventory turns. Inventories are ballooning and customer service is getting worse. Long term, we must drive value for customers.