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The High Performance Supply Chain Study - Service Management Mastery

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Executive Summary

Across numerous industries, effective service management has become increasingly important to companies' ability to achieve high performance for a number of reasons. One reason is simply that the opportunities to wring value from traditional supply chain improvement initiatives are becoming more scarce, thus driving companies to find other areas to pursue. Another reason is that in many sectors, products are becoming commoditized, making service the key competitive differentiator that is difficult to duplicate. Furthermore, in today's multi-polar world, organizations increasingly find themselves supporting a fragmented, diverse and globally dispersed customer base with more complex requirements and increased demand for new solutions - which heightens the need for companies to find better ways to deliver and manage service.

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