Organization Customer Value’s Efficiency Measurement
Any supply chain (logistics) consultant has to be ready to perform a number of activities to improve the quality of services and increase the level of customer satisfaction. Being such a consultant in an organisation, I am responsible for determining and monitoring customer values as a part of supply chain management. In an organisation, an understanding of customer value plays an important role because it determines the level of customer satisfaction with the business and services offered to the public. When enough value is provided, the company will be able to find new customers and support the interests of regular clients. Customer value is introduced as the worth of a product or a service of a company compared to other possible alternatives from which a customer can choose. The worth lies in the possibility to receive benefits from what they buy.
I plan to base the measurement of the efficiency of customer value on such metrics as productivity, the level of customer satisfaction (the Likert scale), service speed, costs, reliability, and the quality index. The comparison of the same services at different organisations is another sufficient way to measure value efficiency. Customers should be asked to share their opinions about their cooperation with several companies. They will score the quality of products, the presence/absence of the desired services, the level of communication, delivery time, and the desire to continue cooperation between 1 and 10. In terms of these aspects, I, as a supply chain consultant, will identify the necessity of other distribution channels for a company, the possibility to improve the quality and delivery time of services and understand if the staff meets organisational goals.