The foundation of an exceptional and consistent customer experience begins and ends with perfect order fulfillment. That goal is described by the Supply Chain Council as a discrete measurement defined as a percentage of orders delivered to the right place, with the right product, at the right time, in the right condition, in the right package, in the right quantity, with the right documentation, to the right customer, with the correct invoice.
How well does your company do in meeting this definition? The answer might surprise you. According to a Bain & Company survey, 80% of companies believed they provided a superior customer experience, but only 8% of their customers agreed1.
So why the disconnect? To understand, you need to ask yourself, “Is the front of the house (sales/marketing/customer service) working in tandem with the back of the house (procurement/production/maintenance) toward the common goal of becoming a world-class preferred provider? If not, what can we do to make it happen?”
The process begins when both sides of the supply chain (front and back of the house) work together to move beyond the traditional blame game, ease collaboration tensions, and bridge organizational divides. That evolution is fueled by an adherence to a single source of truth, your ERP system, leading to a more capable supply chain with better information sharing and teamwork.