Customer Service Metrics Shipping System 
Supply Chain Shaman
OCTOBER 2, 2020
However, when I ask him to define the customer in a B2B context where corporations deal with multiple roles and personas, he struggles. The organization is not clear on accepting special requests and expedited shipping policies, often resulting in a lower margin. Customer Service Failure. The response is a long sigh.
QAD
MARCH 28, 2019
Most people realize that on-time delivery plays a key role in how business’ satisfy customer needs, but customer satisfaction can be an expensive undertaking if the company doesn’t manage all aspects of customer service and the business processes that affect them. Measuring Customer Service and Satisfaction.
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Logistics Viewpoints
NOVEMBER 23, 2020
Ronan Stephens, the Senior Vice President of Supply Chain Management and External Manufacturing, explained how the company set out on a journey to improve customer service while also reducing costs. A new supply chain planning system would make their supply chain more responsive. Ipsen also need to reduce their lead times.
Supply Chain Shaman
FEBRUARY 18, 2021
The systems–based on shipment and order data–were out of step with the market. With fixed models and hard-wired data feeds, teams could not adjust the planning systems to use consumption data or market indicators. Dwell times grow as more and more ships sit in the ocean waiting to unload. Customer service is red.
Supply Chain Shaman
NOVEMBER 21, 2023
In our discussion, we attempted to characterize and separate his performance from system issues. Fred owned logistics and customer service for the organization. I was promoted to run the warehouse, and at the time, I had no experience in distribution, but was asked to run the largest distribution center in the system.
Unleashed
APRIL 18, 2023
Great inventory management comes down to good systems, good processes, and constant improvement. The last of these can be achieved by tracking the right inventory metrics, analysing the results, and making data-driven optimisations. So, what are the ‘right’ inventory metrics, and how do you calculate them?
Supply Chain Shaman
FEBRUARY 11, 2014
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. My journey of sharing these insights with clients has culminated in the writing of my second manuscript, Metrics that Matter.
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