Which is more Important,

Customers Satisfaction Or
Owners Satisfaction ?
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Contents
Introduction.

Balancing Equation (Objective).

Owner Satisfaction & Customer Satisfaction What does it mean ? And how
could we measure ?
What is customer Segmentation ? Why we should do it ?

What is customer satisfaction levels ?

P.O.F Index , What does it mean?
COGS , What does it mean?

How Could we achieve our objective?

Introduction.
Manufacturers and distributors must keep both of them satisfied .
The satisfaction of these two groups is linked , what improves the
satisfaction of one group can impact the satisfaction of the other, thats
why measuring the satisfaction of both groups is the only way to achieve
the desired balance .
Owner

Customer

Satisfaction

Satisfaction

Balancing Equation (7 Rs)

Keeping the supply chain Harmony by :Delivering the Right product

to the Right customer
at the Right Time

at the Right place

in the Right Conditions
in the Right quantity

at the Right Cost

Owner Satisfaction & Customer Satisfaction

what
does it
mean
?
How could
we
measure
(KPI)?

Owner Satisfaction

A term that
represent how much
the Profit doesn't
meet or meet or
exceed the owners
expectations.

Cost Of Goods Sales

customer satisfaction

A marketing term that measures

how products or services supplied
by a company doesn't meet or

meet or exceed the customers

expectation

Perfect
order Fulfillment
Index.

What is customer Segmentation ? Why we

should do it ?
Customer segmentation is dividing customers into different groups that share
similar needs, it can have a great effect on customer management .
The goal of segmenting customers is to decide how to relate to customers in
each segment in order to maximize the value of each customer to the
business.

What is customer satisfaction levels ?

Dissatisfied

Satisfied
Delighted

Amazed

P.O.F Index
What does it mean?
Its one of the main indicators which contributes on measuring
the Customer satisfaction.

A Cross Supply Chain

Planning

Warehouse

Logistics

Customer
Service

Perfect Order Fulfillment Index

Supply Chain Information Flow.

Demand
Planning

Supply
Planning

On time

100%

95%

Complete

100%
95%

Documentation

W.H

95%

Logistics

Customer
Service

95%

95%

100%

97%

97%

85%

94%

95%

81%

95%

84%

99 %
93%

97%

Perfect Condition

97%

97%
92%

87%

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COGS

What does it mean?

Beginning
Inventory

(COGS) Cost of goods sold is the :

Cost of goods sold is the

accumulated total of all costs used to
create a product or service, which
has been sold.
These costs fall into the general subcategories of direct labor, materials,
and overhead

The Cost of Goods Sold KPI measures

the actual profit margin on products
and /or services by analyzing how
costs such as labor or shipping affect
your profit margin.

Purchases

Ending
Inventory

Cost Of
Good
Sold

Customer Satisfaction &Owner Satisfaction

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1- Order feasibility

2-Long Run (higher Yield) VS. short Runs and material availability.

1- Demand
Planning.

C.S

O.S

C.S

O.S

Act like an
owner Think
like a
customer

C.S

O.S

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