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Customers love consistency of your delivery.
If you ask me for one thing that gives peace of mind to customers, it is consistency in delivery performance. Delivering every order on the dot leads to customer confidence as well as trust in vendor. What happens when you deliver a few orders earlier than the stipulated time? You may think that it would delight the customers, but it actually takes away a part of their confidence.
How do we develop this requisite consistency in our extended supply chain? Teams normally do it by focusing on consistent performance of each backend process, which is necessary, but not sufficient. We also need a tracking system to spot any delays and a self-correcting mechanism to ensure that it is adequately made up by the subsequent operations.
While Six sigma tools come in handy to reduce variations in individual processes, we should layer it with a delay sensing mechanism and an expediting system triggered for such exceptions.