Gartner Research

Take the Leap of Faith: Measure Supply Chain Performance Through a Customer's Lens

Published: 26 July 2018

ID: G00349770

Analyst(s): Lisa Callinan

Summary

Supply chain organizations traditionally focus on hard numbers to measure their operational efficiency, but these metrics don't fully capture the customer experience. This research helps supply chain leaders measure performance from a customer's perspective.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Look at the Emotional, Not Just the Rational
  • Include Metrics From All Parts of the Enterprise
  • Set the Right Expectations With Customers From the Start

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