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Module 3: Section C: Chapter 2: Measuring Performance & customer…
Module 3:
Section C:
Chapter 2:
Measuring Performance & customer service
Topic-2: Measuring &
communicating
Performance
Inventory Turnover
Ontime
Scorecards & Performance metrics
Sustainability scorecards
Performance metrics
Custom Scorecard
Balanced scorecard
Business process perspective
Innovation & learning perspective
Customer perspective
Financial Perspective
Dashboards
Topic3: Measuring Operational &
financial Performance
Operational measures
Financial Measures
Measuring Customer Service Levels
Lead time monitoring
Speed of performance
Consistency
Flexibility
Malfunction recovery
Order status reporting
Customer service ratio (Fill rate)
Customer service ratio
Stock out frequency
Customer satisfaction
SCOR Performance Measures
SCOR Model
SCOR levels
Level-1
Source
Make
Deliver
Return
Plan
Enable
Level-2
Planning
Execution
Make to Order
Engineer to Order
Make to Stock
Level-3
Level-4
Level 1,2,3 metrics
Level 1 Metrics
Supply chain agility
Upside supply chain adaptability
Downside supply chain adaptability
Overall value at risk
Supply chain costs (Financial metric)
Total supply chain management cost
Cost of Goods sold
Supply chain responsiveness
Order fulfillment cycle time
Supply chain asset management
Cash to cash cycle time
Return on fixed assets
Return on working capital
Supply chain reliability
Perfect order fulfillment