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The Market-Driven Supply Chain by Lora Cecere, Robert P. Burrows III, Gregory P. Hackett

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CHAPTER 4

Establishing a Customer-Centric Culture

The second behavioral change required to implement market-savvy S&OP is the development of a customer-centric culture inside the organization. The customer-centric culture brings the market inside the organization itself by defining excellence in behavior toward the customer and the metrics of performance as measured by the customer. For example, at ev3 Inc., a medical device manufacturer that implemented a market-savvy S&OP process in 2009 and 2010, the strategy was to have a customer-centric organization with the “quality of services the customers can feel.”

Establishing a customer-centric culture can bring tangible benefits to your organization. The most recognizable will be engagement of nearly ...

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