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10 key challenges for supply chain customer excellence

April 24, 2008
  1. Processes and systems – lack of understanding of processes and systems and the impact on the supply chain
  2. Detail – poor attention to detail
  3. Cost – lack of understanding of service cost and breakdown
  4. Revenue – fixated on the revenue implication of each customer improvement
  5. Collaboration – poor partner collaboration in the feedback process
  6. Visibility – customer issues not visible to all supply chain partners in the network
  7. Continuous improvement – continuous improvement are not taking place as supply chains evolve
  8. What matters – poor understanding of which services or services aspects really matter to customer
  9. Management involvement – limited management involvement in the customer service process
  10. Tracking – poor tracking and monitoring of customer feedback
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