- OfZ-D_f~t:-Y\NAClli(N'T (V.S-rof'.At~ S~f?_\l\CB
'L}ltroduct1on
= - - - - - - . . . : . ' ~ t;ht ord~ N~ e,honge\ nionner i(\ ~h,Ch cu~\umer p1ace~ order)
_ _ _ _- Ord~Y ~xec..utiQr\ _cc.curs when order received
ef\d user -oc.-\i\{\t\eS :tt)at 1m(?OCJ if'l{O l produc.t & cosh flOW b~een ore &/ GU StQCYler-
-- - f'\1\\orophy p,-<a\J,de (U~t0rner sat\Sfodio~ mrauc:an C5 _
'<6-,O B -snot~1c.
• Pexforrnanct cs o~ pertonnonce roeasun: Ce-~) orvtir'Y'e: de,l\~evtJ) :.~~~~6oo \ _
\l"\ttmO\
- l\cti\Jit'1 ..,, cs cis to~t tro\ o<~ p~rforms to ~onf>f~ roS\CIYlet ofders.
a) \nf\uenc\CIQ me orde.r - cus\Qr()ev ((~\ot1oosh, p Mana_ge{'()ent Ccr<M ')
_ _ -sac.te<J\Ca''~ ~,tio"1ng cus1cme..rs ta ,mp<~~ pco~to\)1\,~ o~ o~ enranLe
_____ fi\or1cnsn,0 Y'l\ rn cusrcQ:ers.
. I
___-. CuS\()Mer ()0-,Cn o.ff~ ;6fSrS CO.St :
..,
t\o~ tuS\ClrY'ie\'s csrde( •
t\u~ f'('IOC'\\A
~"'a\
\'°fu~n
_ _ ... 4 &tY§ {mp\~ment ceM :_~ __
u._ se@a)tnh"9 cu~ to mer CllS e b~ pmfi tub,11~ (cost· to-serve m'o'deJ ') :
___ i) ~enbf_y~ p) 5 poc.taqe fa1 eoch segment 1~ro\ eOl\-l cus ~ciues in ,~,at1cnshi p
~, rn &\.\ppnev.
.. 3') oeW-J~h~ 8' ~~ecutin~ best pt(Kes~e5 (d~H\lers on cusromer's tx.peaatt<lr'\S)
1
4\) • MeOSUnl"~ performance & conn11uousty l<Yl~(OVin~
Gaol : bett~r ~e.Ne o\ supp\i~~ o<g ~h,\e 1"1V)~OV\ oq supplier profitobi lit~
• '"o\uote c.e.M impact :
1') d,H cus\omer segmen1-s sari~·(1ed l!Y
a~ supp\lQr'S ov~rou prot,t- imp,oved Qr'
,r
- ,rad \t\o nol cost ocU>Untin~
~\~e ,\\suHe.d : oLn~\ bi' o\\ocanon prncess -: n,g'1
,~ l~<H~.,oted
f'0t ~\>\\ ~O ou.rpu\ t, 0\\0C Or\u 0s oo&e no~ ccn ~,a ted
s-') ' C\o.ss,tyin<?, <:.us romers rose d on fH·o
t,cotH ,,~
1 -Pro teet rOr \e mo~\ p1ot,rob\e
- Oonger cone.. ,ea~\- prof, too\e ,ncuo \OS~ e~
C.\\ange holN cu~'"orner H'\H~\OCtS \,'\\ ~'d\)f (\
l~'er s'n,ppev so CU$ mo\l e tu a flO\'h 0-- Ge~r ne()t
'
C.t\orqe tus ocr ua, co~r o\ cto\n9 ous
4 sw,\-O"'I w~ \"O a\\¤\'roh \Je d\~rnbUt1on O')a nne\
- 8ui\d a:><"' e
,nt\ uen cing
A E>') 1 oro~r 1'Aonocaernent ~.xe CUt° '/')9 orde Y
- bU\.!~'1 ~e\\erc; curnrnun,cote in~o <'£.\Onng T°C:) \0d,",auo, p,oduc~ o(aex)
- eHee,h"e of\.\ = ofeY "Otio C\a\ e(f\oe'f'c..~ customer- t;oti ~fO Ch6 n
- c~po,ote oM = <>c~~ p\o.c e \?CS nee d t,me \~
&ii o.cturo.te i0{-0 ot tu~ c1aev-\
'
47') 1
o,oer to cosh 'tt; O(d er 0-.lJO.e
01.1 -01 .7 1ofo t l()r-. \ -o ~ occ.ur o,oex-- ,-~c~,·H~d prno.uc~ ..1
()\.t - ~\.1 4 QroOUC~ t \Ov-4 \ . 1 ece\'J eo
I ()\. \~
i II
9') Rep \en ,shm ent C\Joe
10') LeflQlh 'Jonc l'b\\' t\\ ot Otder-\-0-Cosn Clj(Je
1- 0((\\ ,)\S\ t\00 C,~ ood ,ti0O OI i"~¤n \"C1 LJ . ... \Mpor\-'an~ : ,en<a'rh t\ff'ie \IOY \O\:, \\\t\\
\ - Of\ C fi rfn I Of d ¤Y It 01)011"1¤1'' S • f?. (. " !)ril/ ll\~ to rc,e OT(, cJ.&C,I e O
SO(~ ",\ I; tC>C1::
I
, .i.
ti
I
/
: I
"> € - (ammcrc.e ordev- fUJ.t,\\men~ sr1atefli es-
0~
.
us~ 1 T (,n~tt0_e~) '° cQpwt e
Cd~H~t· o<C\eY,nt-o g,, tran, f e..- t-o '' bOL~ e.n
d ..
----- fo< P'<-"'"~, poc,~,nCJ~sn1pR\n9 .,..· ~~='----=
,nten~et O\\0~' i f<lSte r co\\ec.non ct cash b~ ~~\\er- aL~ <;
\~', Toe \oq\StlCS) rno~tnn9 ,nte rf-< ;t~c ~e~ ---- --= ---- ---- ---- -
cs ''"~ b1<-tweel" \C~~ShCS_k_cno!!--eHn_g j(\ 6r<-?) -·~-----------..
t.:,
_§._ \eV~'S o{ _ \)rod\J Cc- o~ ecov,deS to GUS tc(Y) ~
c.
___ ___,_._~_c_ore 'pef\t-t i t l e.Mc.e r..i\\or b~eK , p\l':\ ,<lg
;i\ Ta!'.24\b~ proaua p~~\la \ p Is
. ! ) ~ t e d e,odUC-~ Seco<'OO!Y benep r~ 1
c,(\han cemet1 r to t~1b\ e_pto ouct _ _
_ _ _ _ _ _ _ __
.J. ,3) ~leme nts cf c.usto(!le¥ sen12c.e _ _ _ _ _ _ _ _ _ _ _
cosh ,eod time ::: Q_rc\er erncesS\n_g p1c.t..1'f"~ 1 sh1 epio ~---
-_T ~- O(der
___ ___ _ to >
___ ___ _-_o.~e12enaob\\it8 (l:d0e ~M~ sofe de.\we.Yl:1 cor<ect: O'(der-<; j
___ ___ __,
___ ___ _-_,co:.i.ro_municatiot1S.;;__..___ ___ ___ ___ ___ ___
L=, 3-~W )?erween bU\jer & s_w~ b\\\tY ~-
a\!a,,a
_______- Pr~ - ttan5_oCHon p<o<.11..lQ__d~Qn~ 1>( de.livev~_dot~~
_ _ _ _ _ _-1ro. n~ac tton_ \ou~'<" -se,,~r- &e\\er-sene..r- corneonent~ ___ ___ ___
- Post transa ction repo\t, as~emb1'1, t~rum,
~) Pillorf<'Qnle m~asur~~ t()r custom~ ser-...,,ce J
bu~tvi po\n\ ot ~,~N
- O(dev~ C
-------- - - C)
0
(ec.e,\Jed on nme
0
rec.e\ \Jed ccm p\eJt
' (~Ce\'iQd domoge ,fre
' caued oc.curoteiy
0
~,uea Qaura t,e.\~
'L}ltroduct1on
= - - - - - - . . . : . ' ~ t;ht ord~ N~ e,honge\ nionner i(\ ~h,Ch cu~\umer p1ace~ order)
_ _ _ _- Ord~Y ~xec..utiQr\ _cc.curs when order received
ef\d user -oc.-\i\{\t\eS :tt)at 1m(?OCJ if'l{O l produc.t & cosh flOW b~een ore &/ GU StQCYler-
-- - f'\1\\orophy p,-<a\J,de (U~t0rner sat\Sfodio~ mrauc:an C5 _
'<6-,O B -snot~1c.
• Pexforrnanct cs o~ pertonnonce roeasun: Ce-~) orvtir'Y'e: de,l\~evtJ) :.~~~~6oo \ _
\l"\ttmO\
- l\cti\Jit'1 ..,, cs cis to~t tro\ o<~ p~rforms to ~onf>f~ roS\CIYlet ofders.
a) \nf\uenc\CIQ me orde.r - cus\Qr()ev ((~\ot1oosh, p Mana_ge{'()ent Ccr<M ')
_ _ -sac.te<J\Ca''~ ~,tio"1ng cus1cme..rs ta ,mp<~~ pco~to\)1\,~ o~ o~ enranLe
_____ fi\or1cnsn,0 Y'l\ rn cusrcQ:ers.
. I
___-. CuS\()Mer ()0-,Cn o.ff~ ;6fSrS CO.St :
..,
t\o~ tuS\ClrY'ie\'s csrde( •
t\u~ f'('IOC'\\A
~"'a\
\'°fu~n
_ _ ... 4 &tY§ {mp\~ment ceM :_~ __
u._ se@a)tnh"9 cu~ to mer CllS e b~ pmfi tub,11~ (cost· to-serve m'o'deJ ') :
___ i) ~enbf_y~ p) 5 poc.taqe fa1 eoch segment 1~ro\ eOl\-l cus ~ciues in ,~,at1cnshi p
~, rn &\.\ppnev.
.. 3') oeW-J~h~ 8' ~~ecutin~ best pt(Kes~e5 (d~H\lers on cusromer's tx.peaatt<lr'\S)
1
4\) • MeOSUnl"~ performance & conn11uousty l<Yl~(OVin~
Gaol : bett~r ~e.Ne o\ supp\i~~ o<g ~h,\e 1"1V)~OV\ oq supplier profitobi lit~
• '"o\uote c.e.M impact :
1') d,H cus\omer segmen1-s sari~·(1ed l!Y
a~ supp\lQr'S ov~rou prot,t- imp,oved Qr'
,r
- ,rad \t\o nol cost ocU>Untin~
~\~e ,\\suHe.d : oLn~\ bi' o\\ocanon prncess -: n,g'1
,~ l~<H~.,oted
f'0t ~\>\\ ~O ou.rpu\ t, 0\\0C Or\u 0s oo&e no~ ccn ~,a ted
s-') ' C\o.ss,tyin<?, <:.us romers rose d on fH·o
t,cotH ,,~
1 -Pro teet rOr \e mo~\ p1ot,rob\e
- Oonger cone.. ,ea~\- prof, too\e ,ncuo \OS~ e~
C.\\ange holN cu~'"orner H'\H~\OCtS \,'\\ ~'d\)f (\
l~'er s'n,ppev so CU$ mo\l e tu a flO\'h 0-- Ge~r ne()t
'
C.t\orqe tus ocr ua, co~r o\ cto\n9 ous
4 sw,\-O"'I w~ \"O a\\¤\'roh \Je d\~rnbUt1on O')a nne\
- 8ui\d a:><"' e
,nt\ uen cing
A E>') 1 oro~r 1'Aonocaernent ~.xe CUt° '/')9 orde Y
- bU\.!~'1 ~e\\erc; curnrnun,cote in~o <'£.\Onng T°C:) \0d,",auo, p,oduc~ o(aex)
- eHee,h"e of\.\ = ofeY "Otio C\a\ e(f\oe'f'c..~ customer- t;oti ~fO Ch6 n
- c~po,ote oM = <>c~~ p\o.c e \?CS nee d t,me \~
&ii o.cturo.te i0{-0 ot tu~ c1aev-\
'
47') 1
o,oer to cosh 'tt; O(d er 0-.lJO.e
01.1 -01 .7 1ofo t l()r-. \ -o ~ occ.ur o,oex-- ,-~c~,·H~d prno.uc~ ..1
()\.t - ~\.1 4 QroOUC~ t \Ov-4 \ . 1 ece\'J eo
I ()\. \~
i II
9') Rep \en ,shm ent C\Joe
10') LeflQlh 'Jonc l'b\\' t\\ ot Otder-\-0-Cosn Clj(Je
1- 0((\\ ,)\S\ t\00 C,~ ood ,ti0O OI i"~¤n \"C1 LJ . ... \Mpor\-'an~ : ,en<a'rh t\ff'ie \IOY \O\:, \\\t\\
\ - Of\ C fi rfn I Of d ¤Y It 01)011"1¤1'' S • f?. (. " !)ril/ ll\~ to rc,e OT(, cJ.&C,I e O
SO(~ ",\ I; tC>C1::
I
, .i.
ti
I
/
: I
"> € - (ammcrc.e ordev- fUJ.t,\\men~ sr1atefli es-
0~
.
us~ 1 T (,n~tt0_e~) '° cQpwt e
Cd~H~t· o<C\eY,nt-o g,, tran, f e..- t-o '' bOL~ e.n
d ..
----- fo< P'<-"'"~, poc,~,nCJ~sn1pR\n9 .,..· ~~='----=
,nten~et O\\0~' i f<lSte r co\\ec.non ct cash b~ ~~\\er- aL~ <;
\~', Toe \oq\StlCS) rno~tnn9 ,nte rf-< ;t~c ~e~ ---- --= ---- ---- ---- -
cs ''"~ b1<-tweel" \C~~ShCS_k_cno!!--eHn_g j(\ 6r<-?) -·~-----------..
t.:,
_§._ \eV~'S o{ _ \)rod\J Cc- o~ ecov,deS to GUS tc(Y) ~
c.
___ ___,_._~_c_ore 'pef\t-t i t l e.Mc.e r..i\\or b~eK , p\l':\ ,<lg
;i\ Ta!'.24\b~ proaua p~~\la \ p Is
. ! ) ~ t e d e,odUC-~ Seco<'OO!Y benep r~ 1
c,(\han cemet1 r to t~1b\ e_pto ouct _ _
_ _ _ _ _ _ _ __
.J. ,3) ~leme nts cf c.usto(!le¥ sen12c.e _ _ _ _ _ _ _ _ _ _ _
cosh ,eod time ::: Q_rc\er erncesS\n_g p1c.t..1'f"~ 1 sh1 epio ~---
-_T ~- O(der
___ ___ _ to >
___ ___ _-_o.~e12enaob\\it8 (l:d0e ~M~ sofe de.\we.Yl:1 cor<ect: O'(der-<; j
___ ___ __,
___ ___ _-_,co:.i.ro_municatiot1S.;;__..___ ___ ___ ___ ___ ___
L=, 3-~W )?erween bU\jer & s_w~ b\\\tY ~-
a\!a,,a
_______- Pr~ - ttan5_oCHon p<o<.11..lQ__d~Qn~ 1>( de.livev~_dot~~
_ _ _ _ _ _-1ro. n~ac tton_ \ou~'<" -se,,~r- &e\\er-sene..r- corneonent~ ___ ___ ___
- Post transa ction repo\t, as~emb1'1, t~rum,
~) Pillorf<'Qnle m~asur~~ t()r custom~ ser-...,,ce J
bu~tvi po\n\ ot ~,~N
- O(dev~ C
-------- - - C)
0
(ec.e,\Jed on nme
0
rec.e\ \Jed ccm p\eJt
' (~Ce\'iQd domoge ,fre
' caued oc.curoteiy
0
~,uea Qaura t,e.\~
