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Empowerment of customer facing people is crucial for improving customer service levels in Supply Chain.
Companies in consumer industries face a lot of volatility in demand. There are often instances when customers need higher quantity than what was planned for. How do we deal with such situations?
I have seen several organisations where customer orders exceeding the original plan need authorisation from the central team. This happens frequently with large wholesale orders. It also happens in pharma where demand is driven by spread of certain ailments.
In such cases, we must respond fast, else the additional demand will be captured by a more agile competitor. If the current process is bureaucratic and time consuming, we should simplify it.
Organisations which don’t handle this crucial issue often find their performance improvement efforts ineffective.