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Question 489 - CSCP discussion

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A firm has experienced multiple complaints from customers concerning the delivery of products with a wide range of reasons for the complaints. On which of the following measures should the firm focus its improvement efforts?

A.
Percentage on-time delivery
Answers
A.
Percentage on-time delivery
B.
Fill rate percentage
Answers
B.
Fill rate percentage
C.
Perfect order fulfillment
Answers
C.
Perfect order fulfillment
D.
Customer order lead time
Answers
D.
Customer order lead time
Suggested answer: C

Explanation:

When customers complain about a wide range of issues concerning product delivery, focusing on perfect order fulfillment is the best approach for improvement. Here's why:

Comprehensive Measure: Perfect order fulfillment encompasses several key performance indicators, including on-time delivery, complete orders, damage-free delivery, and accurate documentation.

Root Cause Analysis: By aiming for perfect order fulfillment, the firm can identify and address the root causes of various customer complaints simultaneously.

Customer Satisfaction: Improving perfect order fulfillment directly impacts customer satisfaction by ensuring that every aspect of the order meets customer expectations.

Keebler, J. S., & Plank, R. E. (2009). Logistics performance measurement in the supply chain. International Journal of Logistics Management.

Mentzer, J. T., Myers, M. B., & Stank, T. P. (2007). Handbook of Global Supply Chain Management. SAGE Publications.

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asked 16/09/2024
Ali Alaqoul
43 questions
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