Customer satisfaction and supply chain are all about solid processes ! 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.

Execution speed, data quality and consistency as well as transparency are key !