Picking the brains of experts.

Supply Chain Management

Focus on Supply Chain Strategies and Implementation Plans

We at Younomy are keen to learn more about "customer expectation management". It’s our good fortune that we stumbled upon this presentation (a PDF file) of Mr Joseph C. Andraski, Founder, Collaborative Energizer LLC, on customer expectation management in the context of supply chain management.

IJoseph was the President and CEO of Voluntary Inter-industry Commerce Solution, when he made the presentation. A veteran in supply chain management, Joseph is the author of “My Incredible Supply Chain Journey and What You Can Learn From It”.

Joseph’s presentation had his insightful observations on customer expectation management in the context of supply chain. Joseph had used IBM’s Four Quadrants of Customer Expectation Management Model. It reminded us that brand building is nothing but making and keeping promises.

We asked Joseph more about customer expectation management and SCM in general. Following are the excerpts from an email based interview (Thank you Joe for your time and ideas):

Younomy: The traditional outlook of a business entity is that it is a standalone manufacturing or services company. However, experts like you suggest entrepreneurs to think their organization as supply chains. What are the major benefits of this new outlook?

Joseph: Companies that think themselves as supply chains will discard a substantial amount of information that has been developed by universities, consultants, and associations. The global experience of many companies in so many business verticals provides absolutely essential information [that urge companies] to focus on supply chain strategies and implementation plans.

Younomy: What in your opinion are top three key performance indicators of supply chain management? What should companies do to improve their performance in those areas?

Joseph: Logistics cost as a percent of sales, customer service performance - compared to the industry, case fill, order fill and complete orders could be some of the key metrics one should think of.

Younomy: Cooperation and competition (or co-opetition) are important tactics in SCM. But how do organizations know when to cooperate and when to compete? Any ground rules or thumb rules?

Joseph: In my opinion, cooperation should be managed through membership in industry associations. There is a substantial amount of information and learning that can be gained, without providing mission critical company information.

Younomy: We love quotes. Would you share your favorite quote that we can hang in our office?

Joseph: Sure. “We are what we repeatedly do; excellence therefore, is not an act but a habit.” This one is from Aristotle. This shows the importance of creating a company culture of excellence in every aspect of the business strategy.