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July/August 2001
"I got it the day after Christmas" or "I never got it at all" are two of cyber-shoppers most common complaints. Indeed, many organizations still don't get right today, shipping, that is. Executives and managers confused and challenged by order fulfillment would do well to read this helpful article. According to the authors, consultants at McKinsey & Co., managers must consider and answer two key questions to sort out the fulfillment conundrum - and to avoid disappointing customers. They must first consider which performance capabilities will satisfy customers' order fulfillment needs and deliver acceptable profit margins. Second, they must decide which of those capabilities a company should own and which it should outsource. Detailed solutions to these issues are the core of this comprehensive article on fulfillment.
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