Survey results shows that our customer’s perceptions of our retail stores performance is poor. The company’s views on poor service quality have linkages with supply chain. Whereas, our supply chain has made all the efforts to reduce the cost and improve the stock position. Advise, how supply chain contribute in improvement of customer’s negative perceptions?
There is a significant trade-off for organizations in terms of service level, and the costs and benefits of a given service level should be understood before making a decision on the most desirable service level. A well designed performance measurement system is a starting point for ensuring service levels matches the objectives of the organization. It is also important to understand the relative importance of service level in comparison to other elements in the mix, such as price.
The customers’ viewpoints are of particular importance and how the seller is performing... the VOC for providing input is critical for determining the needed steps to be done. The comparisons between customers and suppliers perspectives would give divergence in terms of performance and which factors are considered most important. This comparative data could indicate where scarce resources could be most usefully channeled. Interestingly, “the concept of customer service often means different things to different industries and even to different companies within the same industry.”