SUPPLY CHAIN SERVICE STRATEGY

E d w a r d H . F r a z e l l e , P h . D . address the concerns of all major supply chain stakeholders — employees, customers, shareholders, and the community (Figure 3.1). Leadership is good service! | 3

Employees

Customers

Community

Shareholders

Figure 3.1. Supply Chain Stakeholders

Monetize disappointment! Failing to monetize it, most organizations underestimate the fiscal harm accruing from poor service. Consider the following aspects of customer behavior: • Dis-satisfied customers tell many more about dis- satisfaction than satisfied customers tell about satisfaction.

RightChain™