Customer satisfaction and supply chain are all about solid processes, specially during crisis !

The usual trap for organizations is to drop timely execution of routine tasks and customer communication during a crisis period. This is not the right thing to do … in fact, during crisis, you can really establish a customer link and long term relationship.

My whitepaper for solid execution:

• Extremely fast order entry execution ( ≤24 hrs if manual, best EDI, etc).
• Initial supply date communicated to customer ( ≤ 1 ww).
• Revised supply date, in case of hiccups, communicated to customer ( ≤24 hrs).
• Weekly supply and shortfall analysis (early warning) shared with customer enabling prioritisation and collaboration.
• Regular shared meetings between all stakeholders, internal and external, to review scorecard and resolve issues. This likely requires a good scorecard or dashboard including key kpi’s like on time delivery etc.

A typical fulfilment cycle :