SUPPLY CHAIN SERVICE STRATEGY

R i g h t S e r v e ™

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7. Tell it like it is! 8. It’s a person and a company! 9. Count the cost! Leaders Serve! One of the character traits of the most admired companies and individuals is servant leadership. Simply put, servant leaders put a priority on serving others above themselves. Not at the exclusion of themselves, but above themselves. For example, in our work with Honda, any difficult supply chain tradeoff is made in favor of serving the customer. In our work with Disney, guest satisfaction is the trump card in any supply chain decision. At L.L. Bean, the hospitality of the people of Maine is so embedded in the L.L. Bean culture that the company itself has become the state’s icon. At Tiffany’s, the white glove treatment in their world- renowned stores carries over into their world-class distribution centers. It is not a coincidence that these organizations — Honda, Disney, L.L. Bean, and Tiffany — are some of the most admired organizations and successful supply chains in global industry. At the same time, those leaders do not ignore their own interests or the interests of the other supply chain and business stakeholders. They weigh the cost of offering various forms and levels of service against the value provided. The cost could come in terms of expenses, morale, capital, complexity, and/or risk. Our RightServe™ methodology quantifies those tradeoffs and assists organizations in developing supply chain service strategies that