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Customer Collaboration Paper

633 Words3 Pages

Customer Collaboration typically includes collaborating with customers on new product launches, forecasts, inventory, sales, production, KPIs to drive actions and overall supply chain performance in terms of cost and service.

Assessment Questions Select the maturity level that best describes the Customer Collaboration process. *! LEVEL 1: Limited, ad-hoc customer collaboration. LEVEL 2: Inconsistent, replenishment-focused collaboration process with limited forecast analysis. LEVEL 3: Formal collaboration process in place for several customers; however, forecast created largely based on historical demand and not highly valued by customer or supplier. LEVEL 4: Formal collaboration process in place for well-defined set of customers; …show more content…

LEVEL 4: The organization is clear on which function owns each aspect of the customer relationship and these are implemented consistently (Implemented RACI (responsible, accountable, consulted, informed)). LEVEL 5: Cross-functional collaboration and clear delineation of roles/responsibilities exists. Performance based incentives drive service levels.

Select the maturity level that best describes the service delivery model. *! LEVEL 1: Customer collaboration is managed with no major goals and service levels. LEVEL 2: Customer collaboration managed with limited service level targets but no formal tracking exists. LEVEL 3: Customer collaboration exists and/or supported regionally with formal service levels. LEVEL 4: Customer collaboration is supported regionally with best practices provided by leading segment or central demand planning team. LEVEL 5: Formal central competence function / center of excellence (CoE) established to drive collaboration and communication across business units (BUs) and regions consistently / …show more content…

LEVEL 5: Leading enterprise software solution is used to communicate and collaborate with customers - including shared KPIs.

Select the maturity level that best describes the information and reporting analytics capabilities. *! LEVEL 1: Customer information and demand data exist in multiple spreadsheets that are not linked and require manual manipulation to provide summary view; customer-specific key performance indicators (KPIs) are not tracked. LEVEL 2: Customer information and demand data exist in linked spreadsheets but source data is stored in independent systems; customer specific KPIs / metrics are defined but not captured consistently. LEVEL 3: Customer specific KPIs / metrics are well defined and tracked; point-of-sale (POS) visibility for several customers. LEVEL 4: Customer-centric KPIs / metrics are defined, tracked, and measured; differences in measurement of similar KPIs across enterprises are understood; POS visibility for all key customers. LEVEL 5: Customer-centric KPIs / metrics are defined, tracked, and measured; measurement of similar KPIs across enterprises is

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