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September 03, 2007Living Supply Chains: It's People That Power Enterprise Supply Chains; But Where are the HRM Professionals?
Supply Chain Executives Need to Reassess their Approach to People and Culture to Achieve their Goals; We're not Getting Much Help from Human Resource Departments; How would you Respond to Gattorna's Six Questions?
  Topics : Customer satisfaction | Supply chain strategy
   
August 15, 2007Supply Chain Graphic of the Week: Prioritizing Customer Service by Product Classification
Customer Product-Action Matrix Provides Tool to Help Rationalize Service Policies, Focus on Highly Proftable Customers and SKUs
  Topics : Customer satisfaction | Inventory management | Supply Chain Basics | Supply chain costs | Supply chain excellence
   
April 17, 2007Retail Supply Chain: Is the Best Path to Reduced Out-of-Stocks a Little More Training for Store Employees ?
New Study from Wharton Finds Better Store Execution May be Easier Place to Start than Sophisticated Planning, RFID
  Topics : Customer satisfaction | Out-of-stocks | Retail industry supply chain
   
June 07, 2006Weyerhauser Finds Basic Blocking and Tackling Helps Link Supply and Demand
Lumber, building products and paper manufacturing giant Weyerhauser improved supply chain by some basic blocking and tackling -- like asking customers how much product they are going to need.
  Topics : Collaboration | Customer satisfaction | Demand planning/management | Forecasting | Inventory management | Sales and Operarions Planning (S&OP) | Supply chain and sales-marketing | Supply Chain Integration
   
June 07, 2006Customer Sacrifice is Different than Customer Satisfaction
There's an important difference between the level of customer satisfaction, and the amount of customer sacrifice. That's an interesting insight I learned earlier this year during a great presentation by James Gilmore at the Georgia Tech Supply Chain Executive Forum
  Topics : Customer satisfaction | Supply chain and sales-marketing | Supply chain thought leadership
   
December 10, 2005On-line Shoppers Really are Different
A recent CFO magazine article on the impact on e-commerce and on-line shopping includes this powerful statement: "If the first decade of E-commerce found companies exploring fresh possibilities, the next will be marked by their growing understanding of a critical new reality: customers are now in control."
  Topics : Customer satisfaction | ecommerce
   
December 02, 2005 "Dot Com's" Lasting Legacy -- Focus on Total Customer Experience
In a recent issue of the Harvard Business Review's Supply Chain Strategy newsletter, editor Ken Cottrill argues we have had important and lasting supply chain impacts from the dot common bubble that we may not fully appreciate.
  Topics : Customer satisfaction | ecommerce | Web-based supply chain
   
October 07, 2004For The Limited stores, Logistics is All About the Brand
The SCDigest editorial staff shares an interesting presentation from Rick Jackson, executive vice president of logistics for Limited Brands Logistics Services (LBLS). For the Limited Brands, as with many multi-chain retailers and some high tech/electronics companies, logistics services operates almost as an internal 3PL, supporting the supply chain needs of the various brands/chains (Victoria's Secret, Bath and Body Works, The Limited, etc.). As such, LBLS operates within a very detailed set of agreed upon customer service metrics for each brand.
  Topics : Customer satisfaction | Distribution | Integrated logistics | Retail industry supply chain | Supply chain and sales-marketing | Supply Chain Integration | Supply chain strategy
   
September 24, 2004Does Customer Service Mean Customer Satisfaction?
SCDigest editor Dan Gilmore says Jim Tompkins is right, customer service metrics just don't equal customer satisfaction.
  Topics : Customer satisfaction | Supply chain excellence | Supply chain thought leadership
   
September 02, 2004Re-Stapling Yourself to an Order
Dan Gilmore comments on a recently published repeat of the 1992 Harvard Business Review classic entitled, "Staple Yourself to an Order," by Harvard professors Benson Shapiro, Kasturi Rangan, and John Sviokla.
  Topics : Customer satisfaction | Order management | Supply chain and sales-marketing | Supply chain excellence | Supply Chain Integration | Supply chain organization
   

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