Supply chain performance metrics customer services

A literature analysis marks the starting point of the research process. Relevant research fields are, for instance, supply chain performance measurement or customer service literature rooted in marketing. The theory-based analysis helps to keep track of initial theoretical or practical indications and crystallize them Avithin a first conceptual model explaining the relation between the value drivers of SCM and the EVA as relevant business metric. This part expresses deductive research. The conceptual model is subsequently tested in practice to disclose inconsistencies and customize the degree of specification. Remarks and suggestions made by practice, reflecting the inductive research, inspire fiuther descriptions and improvement. The knowledge acquisition... 

Standard multidimensional metrics are used and cover forecast accuracy, customer service, inventory levels and costs, and are aligned with different echelons (e.g., customers) to share performance goals in the supply chain. 

Use multiple metrics to evaluate global supply chain networks. Because one metric can give only part of the picture, it is beneficial to examine network design decisions using multiple metrics such as firm profits, supply chain profits, customer service levels, aud response times. Good decisions perform well along most relevant metrics. 

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