Gartner Research

Centralizing Supply Chain Customer Fulfillment Organizations for Improved Cost and Customer Experience

Published: 27 March 2019

ID: G00382122

Analyst(s): Beth Coppinger, Kimberly Becker

Summary

Supply chain leaders of customer fulfillment are under pressure to grow revenue and improve margins while also delivering excellence in customer experience. This research outlines best practices to centralize customer fulfillment execution into hubs as one way to support these objectives.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Establish the Foundations for Centralization: Align Your Strategy and Ensure Your Customer Fulfillment Capabilities Are at Stage 3
  • Create Appropriate Processes, Skills, Training, Measurement and Reward Systems to Give the Organization the Required Infrastructure
  • Link Data and Decisions Over Local and Centralized Teams; Leverage Technology to Provide Collaboration, Visibility and Automation

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