Gartner Research

Integrate Metrics Along Processes, Across Functions and With Customers to Reach Stage 3 Maturity

Published: 15 May 2020

ID: G00466180

Analyst(s): Simon Bailey

Summary

As customer fulfillment matures from Stage 2 to Stage 3, metrics must also change to support an integrated, cross-functional approach. Supply chain leaders responsible for customer fulfillment need to use metrics that support integration and customer centricity.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Integrate Metrics Used Along the Order-to-Cash Process
    • Drive Productivity by Moving From Order-per-FTE to Order-to-Cash Cycle Time Metrics
    • Drive Efficiency by Moving From Percentage EDI Orders to Percentage No-Touch Orders Metrics
  • Integrate Metrics Used Across Different Functions
    • Drive Price Accuracy by Moving From Deductions to Customer Price File Accuracy Metrics
    • Drive Delivery by Moving From On-Time Shipment to On-Time Delivery Metrics
  • Integrate Metrics Used Between Your Organization and Customers
    • Drive Service by Moving From Internal Case Fill to Customer Fill Rate Metrics
    • Drive Customer Experience by Moving From Order Error Rate to Net Promoter Score

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