It's not enough to have quality measurements in place throughout an organization. Senior management must ensure that performance metrics cut across internal silos and lead to a coherent, unified approach to serving the customer. Debra Hofman, research director with AMR Research, shows how even the best metrics can be self-defeating if they are maintained in a vacuum, with no regard for their impact on the entire company. Optimizing transportation, for example, can lead to a drop in customer service. Hofman outlines the most important metrics for any business, and talks about how managers can achieve the ideal balance between cost and service through use of a supply chain metrics hierarchy model. [Run Time (Min): 12:24]
