SUPPLY CHAIN SERVICE STRATEGY

8 | R i g h t S e r v e ™ I spent about six months as the interim head of supply chain for a major retailer. It was awful and I was awful at it. I can influence, teach, consult, write, research, and encourage, but when it comes to managing a large group of people, I am not the guy. I would have never accepted the assignment, except that the chief supply chain officer resigned suddenly and the retailer’s president was a friend of mine. Part of my assignment was to help them find my replacement. The president kept asking me, “Who are we looking for?” I said many times, “Someone who can say NO to the unreasonable expectations of customers with authenticity, credibility, and kindness.” Fortunately, we found their former head of logistics who was working directly for their stores at the time. He is a man of integrity, wisdom, and kindness. He was the perfect fit and a great relief to me. Boundaries are good service! One size doesn’t fit! I was at a client site recently on their annual Bonus Day. On Bonus Day the CEO announced their bonus amounts, gave a “state of the company” speech, and conducted a Q&A with employees. The assembly was in their gymnasium. There was a band; lots of decorations; a buffet lunch; and all the accoutrements that go along with a big corporate announcement. After lunch, the CEO stood up to speak. He said, “I’ve got some good news. For the first quarter in our history, we made our