Introduction

Supply chain management faces the compromise needs between low cost and excellent customer service more than any other business function. There will always need to be a balance between the cost of the service and satisfying customer needs.

The Balanced Score Card principle has taught us that to run any effective business we need to balance the requirements of our shareholders with the needs of our customers. The general principle of “no customers –no business; no shareholder – no business” is obvious but often ignored. There is the suspicion that at least one leading UK retailer lost the supply chain plot by focusing on shareholder value (i.e. cost reduction) but ignoring customer needs (in this case on-shelf availability) and losing heavily in the competitive battle on the high street.

About the event

This seminar introduces the trade-off issues for supply chain mangers and, through the eyes of a number of industrial managers, illustrates how companies are facing the difficult problem of delivering excellent customer service at low cost to delight customers and shareholders alike. To be able to balance the scorecard between customers and shareholders "requirements", it is important to focus on those areas which both see as adding value, i.e. what is important for them and how it will be measured. Therefore metrics adopted by customers and shareholders will form part of the programme.

Who Should Attend?

• Directors and senior managers in all companies where customer service is of paramount importance.
• Manufacturing companies, logistics service providers and retailers.
• Senior personnel in areas of manufacturing, logistics, finance, sales and IT
• General management charged with delivering profitable business performance.