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Front End ‘Customer Centred’ Supply Chain Management This session has a high content of Customer Service content, however unlike a traditional CS course, the subject matter is broached from the Supply Chain viewpoint. With the first part of the course being supply chain biased, the second part of the course concentrates on the Customer element, including: An alternative structure to the traditional supply 'chain' What we typically measure and view our own performance VOC - The voice of the customer Customer Delight & Retention On Time In Full order achievement Perception, waiting time, 99% good enough ? Sample approaches - a selection of case companies discussed Exercise - The Customer Satisfaction Index Exercise continued - The Performance~Importance Matrix Discussion - Satisfaction Surveys |
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