Develop Vision and

Strategy

Develop and Manage

Products and Services
CSCMP Suggested
Minimum Supply Market and Sell Products
and Services
Chain Benchmarking
Standards Deliver Products and
Services
eBook Edition

Manage Customer
Service

Develop and Manage

Human Capital

Manage Information
Technology

Manage Financial
Resources

Manage Environmental
Health and Safety

Manage Knowledge,
Improvement, and Change
 CSCMP Suggested
Minimum Supply
Chain Benchmarking
Standards
eBook Edition
 Acknowledgements
The Council of Supply Chain Management Professionals (CSCMP) and Supply Chain
Visions thank the many individuals and companies who volunteered their time as Sub-
ject Matter Experts (SMEs), contributing substantial information and other valuable as-
sistance during the creation of the CSCMP Suggested Minimum Supply Chain Bench-
marking Standards—eBook Edition (Standards).
With the assistance of the SME group, the body of “minimum acceptable” standards
has been improved, expanded, and validated. The representative descriptors contain
noteworthy guidance for all who are involved in the area of logistics and supply chain
management. There is a complete list of SME companies on page 62 of this reference
book.
We would also like to acknowledge the contribution of APQC, for allowing CSCMP to
use the open standard Process Classification FrameworkSM (PCF) as the organizing
foundation, and for providing invaluable support and expertise in the development of
Created and Compiled by this edition of the Standards.
Supply Chain Visions CSCMP would also like to express gratitude for the contribution in hours, resources,
and CSCMP and knowledge that Supply Chain Visions has invested in updating this CSCMP Sug-
gested Minimum Supply Chain Benchmarking Standards—eBook Edition.

TABLE OF CONTENTS
© 2010 by the Council of Supply
Chain Management Professionals
and Supply Chain Visions, Ltd. All Acknowledgements________________________________ 3
rights reserved. No parts of this
book may be reproduced in any
form or by any means without Introduction______________________________________ 4
written permission from the
publisher. Using the CSCMP Suggested Minimum Supply Chain
The terms, content and Benchmarking Standards_ __________________________ 4
graphics for APQC, the Process
Classification FrameworkSM, and
the Open Standards Benchmarking Process Classification FrameworkSM (PCF)_ __________ 4
CollaborativeSM are the intellectual
property and trademarks of APQC
and are used with permission. ©
Understanding the PCF Numbering Scheme__________ 5
1992-2010 APQC. ALL RIGHTS
RESERVED. Research Methodology_____________________________ 6
ISBN 978-0-9825348-2-3
The Standards____________________________________ 6
Council of Supply Chain Management The Structure of the Standards_____________________ 6
Professionals
333 East Butterfield Road, Suite 140
Lombard, Illinois 60148-5617 USA The Link to APQC’s OSBC Survey and Metrics_ _________ 7
cscmp.org

Printed in the United States of Glossary of Terms_________________________________ 7

America
List of Contributors_ ______________________________ 62

3
 CSCMP Suggested
Minimum Supply
Chain Benchmarking
Standards eBook Edition
Introduction
The Council of Supply Chain Manage- Using the CSCMP Suggested Minimum
ment Professionals is dedicated to de- Supply Chain Benchmarking
veloping, advancing, and disseminat- Standards
ing supply chain knowledge. During
This eBook is meant to be used as a reference tool to help
our research for the CSCMP Supply
companies identify common supply chain processes across a
Chain Process Standards it became
broad spectrum of their supply chain. CSCMP recognizes that
apparent that there was a lack of free
not all industries are the same and compiled the Standards for
and accurate cross-industry bench-
general use by as many industries as possible. The Standards
marking data available to supply chain
are intended to be used “out of the box” and they apply to
practitioners. CSCMP, in an attempt
most industries. Different industries, companies within the same
to fill this gap, is making available the
industry, and even different locations of the same company
suggested minimum process bench-
may have practices which are best for them—but different from
marking data excerpted from the
those used by others. The Standards are meant to be general
popular CSCMP Supply Chain Process
guidelines to help companies assess their current processes.
Standards, Second Edition. CSCMP
However, it should also be noted that no company should
has developed the CSCMP Suggested
attempt to achieve best practice across all processes as this
Minimum Supply Chain Benchmarking
would be cost prohibitive. Companies need to determine
Standards—eBook Edition available as
which processes and attributes are essential to their industry
a free download for to all supply chain
and competitive strategy, and focus their energies on achieving
practitioners.
best-practice goals in these areas, while maintaining minimum
It is our belief that making available standards in all other applicable areas.
a set of suggested minimum cross-
industry process standard benchmarks Process Classification FrameworkSM
will give supply chain managers a (PCF)
point of reference to benchmark their
The second edition of the Standards utilized the American
supply chains against what our re-
Productivity & Quality Center (APQC) Process Classification
search found to be common practice
FrameworkSM (PCF) to present the suggested minimum attributes.
across a large sample of industries.
Our goal is to help spark improvement The PCF serves as a high-level, industry-neutral enterprise
initiatives that will make all industries process model that allows organizations to see their business
more productive and enhance supply processes from a cross-industry viewpoint. This cross-industry
chain knowledge and awareness. framework has experienced more than 15 years of use by
thousands of organizations worldwide, enabling companies to
CSCMP will continue to provide sup-
perform beneficial benchmarking.
ply chain research and tools to supply
chain professionals. Those interested The PCF was developed by APQC and its member companies
in further exploring benchmarking or as an open standard to facilitate improvement through process
who are interested in performing a management and benchmarking regardless of industry, size,
self assessment can obtain the second or geography. The PCF organizes operating and management
edition Standards from CSCMP’s processes into 12 enterprise level categories, including process
bookstore. groups and over 1,000 processes and associated activities.

4
 OPERATING PROCESSES

1.0 2.0 3.0 4.0 5.0

Develop Develop and Market and Deliver Manage
Vision Manage Sell Products Customer
and Product and Products and and Service
Strategy Services Services Services

MANAGEMENT and Support Services

6.0 Develop and Manage Human Capital

7.0 Manage Information Technology

8.0 Manage Financial Resources

9.0 Acquire, Construct, and Manage Property

10.0 Manage Environmental Health and Safety

11.0 Manage External Relationships

12.0 Manage Knowledge, Improvement, and Change

©1992-2010 APQC. ALL RIGHTS RESERVED.

Understanding the PCF Numbering Scheme

The Standards practice statements are mapped to the process and/or the activity level related to the supply chain. The PCF is a
comprehensive framework that includes end-to-end business processes. CSCMP and the researchers have intentionally excluded
processes and attributes not directly related to supply chain functions. For example, PCF section 11.0 Manage External Business
Relationships, entails processes focused on investor, government, and other stakeholder relationships. These processes are
not directly tied to the supply chain function, and the research team did not develop statements for them. There will be gaps
in the outline numbering where these non-supply chain processes have been omitted. Also note that each PCF element has
two numbers: a number used to locate the content within that particular framework (in the format 1.1.1.1), and a serial number
(beginning with 10000) used to uniquely identify the process element across all of the various Open Standards Benchmarking
CollaborativeSM (OSBC) research databases, which allow organizations to benchmark comparable business processes. For
example, the process element “1.2 Develop Business Strategy (10015)” is uniquely identified by the serial number “10015” and
the hierarchical reference number “1.2.”
The Process Classification FrameworkSM overview is available from APQC, and may be downloaded at www.APQC.org/pcf.
Access to the Open Standards Benchmarking CollaborativeSM research is available at www.APQC.org/osbc.
5
 Research Methodology
The Standards were compiled by Supply Chain Visions utilizing academic research, as well as on-site observations of com-
panies in practice. In addition, a thorough validation process was used, where leading subject matter experts (SMEs) in the
profession reviewed and validated the accuracy of the Standards.
The following are representative sources that were used to compile the Standards:
• White papers/case studies from companies specializing in benchmarking and best practices research, such as the
Performance Measurement Group, Bain and Company, Best Practices LLC, and various universities, etc.
• Journals and trade magazines such as Supply Chain Management Review, Journal of Business Logistics, Logistics
Management, DC Velocity, Inbound Logistics, American Shipper, and International Journal of Logistics Management
• Functional white papers from sites like WERC, APICS, American Productivity & Quality Center (APQC), etc.
• Site visits by researchers to over 250 locations to observe practices
This Minimum Standards edition of the CSCMP Supply Chain Management Process Standards covers a broad spectrum
of supply chain processes and activities—derived from research into current cross-industry standards.
CSCMP worked with over 50 SMEs in developing the Standards, including academics, researchers, practitioners, and
consultants who are widely considered experts in the field of supply chain management. The Standards truly represent a
unique, broad-based, cross-industry repository of supply chain knowledge.

The Standards
The Structure of the Standards
The Standards are an assessment tool offering general guidelines on what is considered to be common and minimum
practices, and are organized as follows:
• The Standards cover 10 of the 12 main categories in the PCF that are supply chain related or have processes that
impact the supply chain:
1.0 Develop Vision and Strategy
2.0 Develop and Manage Products and Services
3.0 Market and Sell Products and Services
4.0 Deliver Products and Services
5.0 Manage Customer Service
6.0 Develop and Manage Human Capital
7.0 Manage Information Technology
8.0 Manage Financial Resources (limited to accounts payable and accounts receivable)
10.0 Manage Environmental Health and Safety (EHS)
12.0 Manage Knowledge, Improvements, and Change
• Each main category section is further organized by process groups—process groups in the PCF that are not supply chain
related are not included.
• Process attributes are listed for each process or activity included in the Standards. Descriptions of the suggested minimum
process standards are included.
The graphic on the next page illustrates how this reference book is organized.

6
Table 1: Standards Example
Category Process Group

Suggested Minimum Process Standard

1.0 Develop Vision and Strategy

1.1 Define the Business Concept and Long-Term Vision (10014)

1.1.1 Assess the External Supply Chain Responsiveness

Environment (10017) • Collaboration with key suppliers provides better visibility into supply-side
processes.
• Major supply chain risks are assessed. Informal process to plan for and manage
risks is developed.
• An ad-hoc review and assessment process is in place to identify supply chain
related risk and sustainability. Process is typically reactive in nature, instead of
proactive.
• SWOT analysis is commonly used to assess external factors and internal responses.

Process or activity Descriptions of Suggested Minimum

(X.X.X or X.X.X.X) Standard for the Process or Activity.

In some cases, specific metrics are presented in the Standards such as “two days” or “98%” to clarify uptime or accuracy. The
metrics cited are typically well recognized as general “rules of thumb” across many industries. However, companies should rec-
ognize that these are general “rules of thumb,” and are encouraged to seek out benchmark targets for their specific industry and
organization. Since actual benchmark metrics are typically unique to particular industries, only general benchmark metric information
applicable across many industries was included.

The link to APQC’s OSBC Survey and Metrics Glossary of terms

The Standards provide essential qualitative process data to perform assessment, analysis, The second edition of the
and improvement efforts on core processes. However it is also important to review quan- Standards include an exhaustive
titative performance metrics for key processes as part of a comprehensive performance glossary of supply chain terms.
improvement effort. This glossary can and should
be referred to as a useful tool
To help achieve this goal, CSCMP chose to align the second edition of the Standards with the
during a work-through of
APQC Process Classification FrameworkSM (PCF) because it allows companies to access in-
the Minimum Supply Chain
dependent, cross-industry performance benchmark metrics. Built around the PCF, the APQC
Benchmarking Standards.
Open Standards Benchmarking CollaborativeSM (OSBC) invites companies to participate in a
performance survey that produces widely accepted performance metrics for their company,
and comparative benchmark metrics for their industry.
The OSBC database contains hundreds of supply chain related measures and thousands of
data points from over 7,000 organizations across the globe. Participation in the survey is free
and confidential.
Each process in the Standards can be linked to key quantitative benchmarking metrics.
Cross-reference tables linking OSBC metrics to PCF processes are available on www.APQC.
org/measurematrix. APQC is continually renewing and expanding the depth and scope of
the OSBC benchmarking database (www.APQC.org/osbc). All metrics are validated, normal-
ized, and aggregated to ensure the data is relevant and accurate. The cost of the OSBC
research program is underwritten by organizations that support the creation of common,
open frameworks to measure business processes.
7
Develop Vision and Strategy

Operating Processes

Suggested Minimum Process Standard

1.0 Develop Vision and Strategy

1.1 Define the Business Concept and Long-Term Vision (10014)
1.1.1 Assess the External Supply Chain Responsiveness
Environment • C ollaborations with key suppliers provide better visibility into supply-side processes.
(10017) • M ajor supply chain risks are assessed. Informal process to plan for and manage risks is
developed.
• An ad hoc review and assessment process is in place to identify supply chain related risk
and sustainability. The process is typically reactive in nature, instead of proactive.
• A SWOT analysis is commonly used to assess external factors and internal responses.

1.1.2 Survey Market Align Supply Chain with Customer Needs

and Determine • Structured market research is conducted to assess the supply chain needs of key customers.
Customer Needs • R egional and key market and industry trends are gathered as part of the strategic plan-
and Wants (10018) ning process. The process is typically reactive to major market swings and is not proactive
in nature.
• Limited “what if” scenarios to market changes may be developed and used to model
customer needs.
• Marketing activities are linked to projected increased revenues, ROI, and other business
results.

1.1.3 Perform Internal Analyze and Align Supply Chain with Strategy
Analysis (10019) • Budget/planning workflow processes are in place at the division and/or regional level.
• S ome planning/budgeting process flows have been automated, or utilize a well
established process and analysis tools.

1.1.4 Establish Strategic Disseminate Strategic Vision

Vision (10020) • D
 ocumented supply chain strategy and vision are in place and communicated at senior
management levels. The strategic vision is articulated in terms of external factors (suppli-
ers, customers, competitors, and business environment), internal factors (core competen-
cies and existing business portfolio), and the enterprise’s values.

1.2 Develop Business Strategy

1.2.1 Develop Overall Define Mission
Mission Statement • M anagement has a written vision, mission, and strategy. These statements have been
(10037) communicated to the management team.
• The enterprise has a formal business plan that defines what the firm will offer and how
it will compete in the marketplace.
• The formal business plan links external factors to internal competencies.
• T he mission statement describes what the enterprise does and which markets it serves.

Communicate Mission Statement

• Mission and vision statements exist, are generally communicated across the enterprise,
and are used to drive planning and behavior.

8
 Develop Vision and Strategy
Suggested Minimum Process Standard

1.2.2 Evaluate Strategic Options to Achieve the Objectives (10038)

1.2.2.1 Define Strategic Business Strategy

Options (10047) • T he enterprise considers strategic options in developing an integrated business strategy.
This includes elements of market strategy, financial strategy, supply chain strategy,
sustainability strategy, global strategy, risk mitigation strategy, etc.

Supply Chain Strategy

• A high level supply chain strategy roadmap is in place.
• T he supply chain strategy is in sync with the overall business strategy and business plan.

1.2.2.2 Assess and Analyze Evaluate Strategy

Impact of Each • S upply chain strategy is re-evaluated as part of infrequent business reviews or driven
Option (10048) by reaction to market conditions.

1.2.2.3 Develop Sustainability

Sustainability • S trategies are in the development stages, to build enterprise-wide sustainability
Strategy (14189) awareness on energy conservation, environmental impacts, and carbon footprint.
• A regional (or departmental) sustainability policy may be in a developmental or in
early implementation phase.
• Executive-level responsibility has been assigned for green supply chain planning and
initiatives development.
• Developing or implementing processes and tools to measure corporate sustainability
initiatives.
• There is awareness of regulations and reporting requirements in all operating geogra-
phies.
• There is compliance with regulations on a regional basis.
• A commercial rationale was established for the enterprise’s sustainability strategy—i.e.,
does the firm make more money as a result or is the effort primarily for public relations?
• Key suppliers are implementing sustainability measures and programs for their region.
• R egulatory requirements such as Waste Electrical and Electronic Equipment (WEEE);
Restriction of Hazardous Substances (RoHS); and Registration, Evaluation, Authorization,
and Restriction of Chemical substances (REACH) are considered with respect to all
geographies where production or distribution of goods may occur.

1.2.2.4 Develop Global Plan for Global Operations

Support and • W orkflows between operating locations and with suppliers/partners are understood and
Shared Services are coordinated by supplier and by region.
Strategy (14190) • Executive owner(s) of corporate globalization strategy is (are) assigned.
• A n Enterprise Resource Planning (ERP) strategy is aligned with the globalization strategy,
although it may not be fully implemented.
• ERP implementations are well managed but regionalized versus global.
• T he enterprise is developing or implementing global standards for sustainability and
environmental safety. Any current programs are managed regionally.

Plan for Shared Services

• Shared services may be used for some processes (typically financial support services).

9
Develop Vision and Strategy

Suggested Minimum Process Standard

1.2.2.5 Develop Risk Risk Management Strategy

Mitigation and • R isk management policies are regionalized and regional teams develop, maintain, and
Management control risk management policies and procedures.
Strategy (14191) • There is an ongoing assessment of changing regulatory items that would materially
affect the specific regional supply chain.
• There is executive level commitment and ownership for risk management initiatives.

Supply Chain Risk Management Strategy

• Some collaboration with supply chain partners takes place to jointly identify supply
chain risks.
• Limited supply chain risk assessment metrics are in place.
• R esponse and recovery plans (with potential backup carriers and suppliers) have been
developed for high probability risks.

1.2.2.6 Develop Continuous Improvement Vision & Strategy

Continuous • The management team has accepted Lean as the primary methodology for continuous
Improvement improvement—although it may not have taken full ownership in the vision of the Lean
Strategy (14197) enterprise, but they are working on it.

Management Commitment
• Management is educated in Lean concepts and has made a decision to adopt the
philosophy but has not set a formal process in place.
• Lean is established in some parts (or regions) of the enterprise and is the preferred
way the enterprise will conduct its business.
• Management supports continuous improvement initiatives.

Continuous Improvement Culture

• C ommunication forums have been established to communicate lean concepts and to
disseminate information on lean programs.
• The need to change has been identified and communicated to the workforce.
• A cultural change process has begun.
• F loor level “change leaders” have been identified and are being educated on the
need to change and how to effect change.
• Six Sigma awareness is underway and at least one successful project has been
completed.
• A systematic approach for project identification has not been adopted. No formal
program is in place.

Continuous Improvement Infrastructure

• The need to address infrastructure is recognized and has been communicated.
• Infrastructure is under development to support lean initiatives.
• K ey personnel is identified both at the enterprise and process levels.
• C hampions have been identified.

10
 Develop Vision and Strategy
Suggested Minimum Process Standard

1.2.3 Select Long-Term Business Plan

Business Strategy • T he business plan is consistent with the strategic objectives. To include market strategy,
(10039) financial strategy, supply chain strategy, sustainability strategy, global strategy, risk
mitigation strategy, etc.
• A 3 to 5 year business plan is documented and is supported by key departmental and
area plans.

1.2.4 Coordinate and Business Plan Alignment

Align Functional • A
 n annual, strategic plan is crafted using an informal process.
and Process
• M
 anagement has a clear line of sight from vision to mission and from strategic initiatives
Strategies (10040)
to tactical objectives.

1.2.5 Create Organizational Design

Organizational • M ethods exist (surveys, policies, etc.) for employees to provide feedback as to the
Design (Structure, effectiveness of the strategic plan and the effectiveness of management in this plan.
Governance,
• Management practices meet legal and ethical requirements.
Reporting, etc.)
(10041)

1.2.6 Develop and Set Set Organizational Goals

Organizational • G
 oals and objectives are performance oriented and revised as needed, based on events
Goals (10042) and plans.

1.2.7 Formulate Business Business Unit Level Strategies

Unit Strategies • Business unit strategies are developed within the framework of the strategic plan.
(10043)

1.3 Manage Strategic Initiatives

1.3.4 Establish High- High-Level Metrics Alignment

Level Measures • Critical success factors (CSF) are defined, performance is measured, and targets are set.
(10060) • A top 10 list (or similar) drives functional behavior and enterprise goals.
• Metrics are generally aligned to overall business strategy.
• Key business processes are measured from a customer-facing orientation.
• Progress toward the firm’s overreaching strategic goals is monitored.

Balanced End-to-end Performance Measures

• A wide range of measures—crossing departmental and area boundaries—exist and are
used by management to make informed decisions and track performance.
• Process and results metrics are balanced to prevent sub-optimization.
• Indexing or category measures are collected as needed.
• U se of industry benchmarking takes place for selected KPIs and/or metrics.

11
Develop and Manage Products and Services

Suggested Minimum Process Standard

2.0 Develop and Manage Products and Services (10003)

2.1 Manage Product and Service Portfolio (10061)
2.1.2 Define Product/ Product/Service Improvement
Service • P roduct/service improvements are managed in the sales and operations planning
Development processes.
Requirements • There is ongoing evaluation and analysis of product/service versus the competition.
(10064)
• P erformance metrics help drive product/service improvement priorities.
• R egular forums are held to expose employees to product development information
outside of their normal working environment.
• There is some involvement with top tier suppliers, for development support of new products.

New Product Identification

• A long-range vision is in place for R&D and the enterprise.
• T here is clear R&D ownership of business results.
• A n effective design/configuration system is available to most client-facing employees.
• Some customers and suppliers can access limited design/configuration data.

2.1.3 Perform Discovery Product Technology

Research (10065) • The current technology is generally sufficient to support current customer objectives.
• T echnology research is conducted during product development cycles, while leading
edge or emerging technologies are infrequently implemented.
• The enterprise uses a great degree of rigor in its new product development and research
processes, and adheres to them thoroughly.

2.1.4 Confirm Alignment Plan and Develop Products/Services

of Product/Service • There is little focus on sub-processes and cost to manufacture or support.
Concepts with • P roduct performance is the driver, but a focused effort is made to reduce time of
Business Strategy development and overall cost.
(10066)
• New and existing products and services are designed or re-engineered in close part-
nership with customers, suppliers, and employees, with quality and safety being given
appropriate weight with profitability.
• Most customers perceive the enterprise to be proficient in configuration excellence.

Establish Development Product/Service Targets

• D esign and overhead costs are generally allocated by product or service category.
• N ew product/service ROI is calculated after initial start up and roll-out.
• T arget costs are routinely established for all new products or services.

Product/Service Offerings
• There is a range of modular products and services.
• S ome engineering is necessary to meet customer configuration requirements.
• A full product/service menu is available to all clients, customers, and suppliers.

2.1.5 Manage Product Product/Service Life-Cycle Management

and Service Life- • P roduct/service life-cycle issues are managed in the sales and operations planning
Cycle (10067) processes.
• A plan for managing the various life-cycles of a product or service offering exists and
is followed.
• There is a multi-functional, coordinated approach to product launches and phase-outs.
12
 Develop and Manage Products and Services
Suggested Minimum Process Standard

New Product/Service Introduction

• Some new products/services were introduced within the past 12 months.
• C lear goals and measures exist for products and service introductions.
• M odels and prototypes are used to develop new products and services.

Product/Service Management
• The product/service offerings and range are well controlled.
• T here is a defined process used to update the range of products and services.
• C ontracts are created and managed based on accurate information about markets
and costs.
• Compliance standards are jointly created and communicated.

2.1.6 Manage Product Product/Service Data

and Service Master • P roduct/service availability data is fully available and integrated into an effective
Data (14192) enterprise resource planning (ERP)/materials requirements planning (MRP) system.
• A process exists to ensure data integrity and optimal availability.
• U nique product identification exists at all packaging levels of the same physical product
(e.g., pallet-quantity, shipping case, inner pack, and usage units).
• There is use of industry standard product identification if it exists (e.g., Global Trade
Identification Number or GTIN).

Item Identification Standards

• T here is full use of the industry standards for item identification formats and numbers.
• Industry standard item identification exists at all applicable packaging levels.
• A n “uniqueness management” function ensures that each item is uniquely identified
and that item numbers are recycled appropriately.
• Auto ID is used on all products shipped. All products are labeled with a machine
readable, industry standard Auto ID scheme (1D barcode, 2D barcode, RFID, etc.).
• Auto ID is used at all packaging levels.

2.2 Develop Products and Services (10062)

2.2.1 Design, Build, and Product Engineering (Design)

Evaluate Products • A formal product engineering process is in place.
and Services • A formal new product introduction (NPI) process is in place.
(10080)
• F eedback to the NPI process is at least minimally effective.
• M andatory and elective external reviews (legal, regulatory, standards, internal) are
conducted.
• Engineering and design processes are tightly and effectively integrated—even though
they may employ different technology platforms across business units and/or external
partners.
• Product development has begun to form cross-functional development teams.
• M ost internal departments are represented, but customers and suppliers are not yet
part of the team.
• Most engineering personnel have been exposed to Lean, and costs and schedule
adherence is becoming part of the key process metrics.
• Individual departments cooperate as a cross-functional team, and fully communicate
to design and introduce new products/services.
13
Develop and Manage Products and Services

Suggested Minimum Process Standard

Design for Quality

• F ormal design processes are utilized.
• F eedback loops are in place from manufacturing and customer service/support.
• Q uality defects are tracked and root-causes determinations are linked to product design
and are reported to R&D.

Collaborative Design
• Product design processes exist with key suppliers.
• S ome supplier expertise is leveraged to design or refine products/services.
• In some contract manufacturing relationships, the third party engineering team will
drive new product development.

2.2.2 Test Market for Customer Partnership

New or Revised • C ustomers are consulted about new products/services or requirements for current
Products and products/services.
Services (10081) • Product concepts include customer specific packaging issues.
• T he first article inspection includes customer approval.
• C ustomer feedback gained in customer satisfaction surveys is available to the design
team.
• End user feedback is used to close end-customer requirements gaps.
• F ocus groups used to understand/evaluate new and existing products.
• C hannel partner feedback is used to close end-distribution requirements gaps.
• Minimal
 written agreement exists to identify risks, specify delivery and quality expecta-
tions, and protect both parties from inventory exposure.

Identify Requirements Manage Design Changes

• Considerations
 for packaging, distribution methods, and other unique requirements
are created for each channel strategy.

2.2.3 Prepare for Design for Manufacture/Assembly (DFM/A)

Production (10082) • C ustomers and suppliers are involved in some designs—and some use of common
manufacturing platforms.
• Some supplier manufacturing partnerships are developed.
• A ssembly and manufacturing have limited input during the design process.
• A feedback loop exists to the design team, to review manufacturing issues during
production validation.

14
 Market and Sell Products and Services
Suggested Minimum Process Standard

3.0 Market and Sell Products and Services (10004)

3.2 Develop Marketing Strategy (10102)
3.2.3 Define and Manage Marketing Strategy—Supply Chain Integration
Channel Strategy • M arketing has a high degree of integration between product management and product
(10122) planning.
• Marketing strategy integrates with supply chain management, demand management,
and sales/channel management—as well as participates in ongoing sales and operational
planning activities.
• Basic marketing is driven by the existing product strategy using techniques (such as
segmentation), to drive customer communications strategy.
• Reporting is available by segment and product family to determine successful penetration
of these markets.

Price/Profit Optimization
• Formal pricing simulation is performed.
• T here is ongoing tracking of actual pricing-to-pricing plan, performance-to-plan, and
analytics of variances for decision support.

3.3 Develop Sales Strategy (10103)

3.3.1 Develop Sales Sales Forecast

Forecast (10129) • R egular forecast reviews are performed with sales reps and line managers.
• T here is easy access to the sales forecast data, and the regionalized, or business unit
level database.
• Sales forecasts are in line with revenue forecasts.
• S ales resource allocation may be based more on intuition than data or facts.

3.3.2 Develop Sales Manage Channel Partner

Partner/Alliance • A model of direct and indirect sales has been determined.
Relationships • P roduct, price, customer, and inventory strategies have been determined for channel
(10130)
partners versus the enterprise.
• The effective management of channel and partner programs takes place, for programs
such as trade promotions and marketing events.

Determine Structure and Strategy for Outbound Sales

• The policy, process, and technology decisions necessary for the effective management of
sales methods, technology, organizational structure, and partnerships have been made.
• The channel sales strategy analysis reviews methods, process, locations, information
sharing, best fit of product/service mix, what/when to outsource, how many channels
to use, and what products to deploy through which channel.
• There is minimal process support to manage outbound sales. Basic planning tools
such as spreadsheets and contracts are used to manage processes and data.

Manage Distribution Network

• The sales plan is coordinated with outbound supply chain network planning and the
creation of the distribution strategy—including a review of markets and customer/
consumer models by geographic market sector. This drives the product family that
should be the focus of a particular DC.

15
Market and Sell Products and Services

Suggested Minimum Process Standard

3.5 Develop and Manage Sales Plans (10105)

3.5.3 Manage Customer Sales Process

Sales (10184) • Marketing
 and sales have recognized the need for establishing customer service
objectives and metrics in order to operate effectively.
• Necessary relationships are pursued and developed with key customers.
• Other
 enterprise departments are now considered an active part of the customer
service organization.
• Marketing and sales management is aware of the Lean movement and is interested.

Managing Quotes and RFI/RFP

• Formal processes are in place for managing routine customer quote requests.
• Routine
 quotes are usually based on a cost-plus methodology.
• Routine
 quotes incorporate supply availability within the enterprise—including manu-
facturing resources and materials.
• Complex quotes and RFx response include the business owner (in addition to sales)
at most levels of the new business acquisition process.
• A profit and loss statement approach is structured for all new business.
• Costs
 are based on standard estimates.

Close the Sale

• Profitability
 analysis always takes place before and during contract review and
acceptance, using a structured process.
• Profits for a segment/individual enterprise are the result of deducting direct labor, allo-
cated support labor, and material costs from income, and are produced at least quarterly.
• Implementation hand-offs from sales take place using an informal approach.
• Project
 management is driven exclusively by business owners.

3.5.4 Manage Sales Orders (10185)

3.5.4.1 Accept and Order Receipt

Validate Sales • There
 is the capability to receive and process customer orders by phone, fax, e-mail,
Orders (10194) and electronic data interchange (EDI).
• Customer service representatives (CSRs) have the language skills required to support
selling geographies.
• There is an export order check for denied parties.

Order Validation
• There is a manual or automated verification of credit against predetermined levels
maintained in a common database.
• The manual or automated verification of orders takes place against denied parties lists
for export compliance.
• Customer eligibility verification takes place for purchases of specified SKUs, with
customer/SKU lists maintained in a common database.
• Customer allocation is based on predefined business rules.
• A
 pricing model is developed and applied to all products and services.

16
 Market and Sell Products and Services
Suggested Minimum Process Standard

3.5.4.2 Collect and Customer Data Management

Maintain • Customer
 data is available from multiple systems/sources for integrated processing.
Customer Account • Analysis
 requires extraction from more than one system/source.
Information (10195)
• Any
 safeguards against corruption are largely manual.
• The
 offline data management process ensures all customer data is current and accurate
before processing.
• Database errors found in customer data are corrected as they are found for future use.
• Internal
 applications use common customer data, but may not be directly interfaced
and may require extraction and “upload.”
• There is a simple customer master with fixed attribute allocation.
• Data
 integrity is checked regularly.
• The data management process ensures all data has been checked for accuracy before entry.

Application of Customer Data

• A common suite of reports is produced offline.
• Specialists
 are required to create new or automated reports.

3.5.4.3 Determine Stock Available to Promise (ATP)

Availability (10196) • A
 manual check of product availability is based on a common inventory database.
• A
 manual allocation of inventory is done against an order.

3.5.4.4 Determine Transportation

Logistics and • The
 transportation mode and carrier are selected based on service level requirements,
Transportation routing guides (if applicable), and product characteristics.
(10197)
• Product installation is scheduled with engineering/CSRs if necessary.

3.5.4.5 Enter Orders Order Entry

Into System • Orders
 are entered into a single database for all operators at a given region (Europe,
and Identify/ Asia Pacific, etc).
Perform Cross- • Price lists are updated regularly for manual price confirmation.
Sell/Up-Sell
• Web-based
 order entry is available for select trading partners.
Activity (10198)
• All
 pertinent dates and times include local zone or GMT flags for processing center,
shipping, and customer locations.
• Employees are empowered to present customers with cross-sell and up-sell
opportunities.

Customer Order Entry (e-Commerce)

• The e-Commerce offering is reliable and responsive to customer requirements.
• A
 client or customer web interface is easy to find and use.
• The
 web interface is usually available, with low downtime.
• Although
 novice web users may need some help, experts manage web entry
satisfactorily.

Order Processing
• All orders are entered into the system on the same day, if the order is received
before 2pm local time (actual time is industry dependent).

17
Market and Sell Products and Services

Suggested Minimum Process Standard

Order Confirmation
• Manual order confirmation is faxed or e-mailed to customer—within the same day of order
receipt, if received before local time 2pm, or 10am next day if received after 2pm—confirm-
ing requested date or advising best possible date based on shipment and transportation
standard (cutoff times for order receipt determined by industry norms).
• Confirmation documents are generated in local languages as required.

3.5.4.6 Process Back Backorders

Orders and Updates • A
 process is in place to advise the customer on or before scheduled ship date if the
(10199) ship date slips more than one day.
• Customer teams have visibility into customer backlog, order status, scheduled shipments,
customer segmentation, customer profitability, customer credit history, and current
customer inventory positions.
• The tracking and reporting of the actual ship date is against planned ship date and
customer requested delivery date.

3.5.4.7 Handle Order Order Monitoring

Inquiries • All
 queries from customers receive an initial response within 2 hours, and closure within
Including Post- 24 hours.
order Fulfillment • Customer focused teams provide streamlined and dedicated response to major accounts
Transactions (10200) for customer inquiries.

18
 Deliver Products and Services
Suggested Minimum Process Standard

4.0 Deliver Products and Services

4.1 Plan for and Acquire Necessary Resources (Supply Chain Planning) (10215)
4.1.1 Develop Production and Materials Strategies (10221)

4.1.1.1 Define Manufacturing Strategy

Manufacturing • The
 enterprise has defined and implemented a production philosophy appropriate to
Goals (10229) their market(s) and products.
• Market requirements are validated for financial feasibility and other metrics, such as
market share by market.
• Management understands the financial requirements and commitments in all functional
areas.
• Buffer requirements exist to support design, and build and go-to-market are understood.

4.1.1.2 Define Labor Labor Policies

and Materials • Labor
 policies meet all local regulations (i.e., Fair Labor Standards Act of the United
Policies (10230) States, Employment Rights of Europe).
• Labor policies are in line with corporate strategy.

Material Policies
• Materials management staff is educated in Lean concepts and has made a decision
to adopt the philosophy.
• Materials management stresses common material usage across product designs.
• Standardized
 material handling equipment is used to move materials through the
supply chain.

4.1.1.3 Define Outsourcing Policies

Outsourcing • Outsourcing
 is utilized for non-strategic processes or activities, or with business
Policies (10231) processes where performance is subpar and non-core.
• Key stakeholders are involved with outsourcing decisions before and after outsourcing.
• Outsourcing
 contracts are initiated for any outsourced manufacturing/warehousing
required to support peak demand cycles.
• Outsourcing contracts allow for variable rates and service levels to support changes
in volume.

Manufacturing Capital Expense Policies

4.1.1.4 Define
Manufacturing • A simple return on investment (ROI) calculation is utilized.
Capital Expense • Typical
 payback occurs within a two- to three-year period.
Policies (10232) • Metrics
 used are net present value (NPV) and internal rate of return (IRR).
• Strategically
 important projects are assessed using a lower hurdle rate than a tactical
project that focuses on immediate savings opportunities.

4.1.1.5 Define Capacity

Capacities • There
 is a general understanding of maximum capacities by product/product family/
(10233) process type at each facility or installation.
• A standard process exists for examining new capacity requirements.

19
Deliver Products and Services

Suggested Minimum Process Standard

4.1.1.6 Define Production Define Constraints

Network and • Annual
 reviews use total cost of goods sold (COGS) for in-house manufactured items
Supply Constraints and total cost of acquisition for sourced items.
(10234) • The margin contribution on make vs. buy is considered in the analysis.

4.1.1.7 Define Production Production Process

Process (14193) • All procedures/forms are documented and are available to all operators (posted or
displayed as required). Paper forms are primarily used.
• The work sequence is defined and routinely followed; however, detailed work instruc-
tions must be read to understand the sequence (no visual cues).
• Some visual control techniques are utilized. Supervisors can tell when the work area is
not running properly.
• Support processes (HR, IT, legal, finance, etc.) operate independently, but effectively
enable production and delivery.
• Clear routine instructions are posted for workers.
• Reliance
 is on supervision to monitor progress, and prioritize and manage exceptions.
• Small
 batches tend to feature moderate work in progress (WIP).
• Operators
 are directed to move to bottleneck areas.
• Most
 jobs within the cell or work processes are adequately covered through multi-skilling.
• The
 norm involves training for mastery of more than one job.

Production Process Alignment

• Internal processes are aligned for best results.
• Internal
 and external processes are aligned to coordinate such issues as inbound
receiving and manufacturing requirements (pull to point of use versus put-away, etc.).
• Workplaces are clean and orderly.
• Set-up time is consistently measured—with some internal and external separation occurring.

Production Process Control

• A certified operator or a similar program is in place. Self-verification by certified operators
is not re-checked at a later time.
• Statistical methods are widely used to track critical processes and performance trends.

Production Change
• Changeover
 methods are analyzed and understood.
• All
 extraneous activities are completed during run time.
• Most
 internal processes run smoothly.
• Formal
 processes are in place to manage and implement engineering change orders
(ECO)/engineering change notifications (ECN).
• First article inspection ensures that product/service and service quality are consistently
right the first time after changeovers.

Cell/Shop Floor Performance Measures

• Productivity metrics and KPIs are utilized.
• Visible
 performance measures are published in the cell/shop floor with management
triggering improvements.
• There is some ownership of applicable measures.
• Action
 plans are in place to correct deficiencies and improve performance with
management triggering improvements.
20
 Deliver Products and Services
Suggested Minimum Process Standard

4.1.1.8 Define Production Workplace Design

Workplace Layout • Machines
 are arranged by families of product—but perhaps not in cellular fashion.
and Infrastructure • Customized
 work aids help reduce physical and workplace stress.
(14194) • Safety
 teams evaluate work environments based on Occupational Safety and Health
Administration (OSHA) standards, and lost time reports.
• The design utilizes available space and capacity.
• Manufacturing
 or service delivery layout is aligned to maximize product/service flow
and process flow.
• Workstations are integrated into process flow.
• Material
 handling and distance traveled are minimized but not fully streamlined.
• Some
 equipment has poka-yoke (mistake-proofing) devices installed with operators
trained on functionality and corrective action.

Workplace Layout
• Standard
 work aids are employed to reduce physical demands (including physical,
visible, and audible stress).
• The layout is aligned with the process flow to minimize material travel time.
•W
 orkstations are integrated with the manufacturing flow.

Manufacturing Capability
• The enterprise is usually capable of supporting required configurations and designs.
• A
 bill of material reduction efforts may be underway, but is typically incorporated after
the design process.

Plan and Manage Customization and Postponement Operations

• Final assembly and packaging for low volume and build-to-order products are delayed
until orders are received.
• Products are designed for rapid configuration and assembly/build to order.
• Parts
 are held in kits but not organized around order-of-use.
• Common
 use items are stored in bins common to many work areas, with operators
responsible for identifying/selecting the proper items from these common bins.

4.1.2 Manage Demand for Products and Services (10222)

4.1.2.1 Develop Baseline Forecasting Methodology

Forecasts (10235) • Simple
 processes are used to modify historic demand.
• Market
 intelligence is updated based on monthly reports from field personnel,
customers, and suppliers.
• Appropriate methods are used to develop forecasts at the lowest level product,
component, or ingredient.
• All data sources are evaluated for accuracy.
• The
 ability exists to forecast based on attributes (volume, quantity, frequency, period,
SKU, and geographic location).
• Historical and other methods are used to evaluate approaches—forecast accuracy, use
of proper patterns and algorithms, etc.

21
Deliver Products and Services

Suggested Minimum Process Standard

Demand Forecasting
• Incremental technology changes are used to improve stable planning processes.
• Specific
 responsibility is assigned for management of the forecasting process.
• Robust
 market intelligence (rather than simple shipment data) is used to develop a
long-term operational forecast.
• Planned changes in products, services, pricing plans, and promotions are considered
in the forecast.
• A single demand forecast is created with inputs from multiple roles within the
organization.
• Structured market research is conducted incorporating the needs of potential new
markets and customers.
• Planned new products (including competitor products) are included in the market
research studies.

4.1.2.2 Collaborate with Market Forecast

Customers (10236) • There
 is limited collaboration with channels and customer plans to move non-
performing products.
• The forecasting process is not given high priority in the business.
• Sales
 volume for specific key customers or channels is considered in the forecasting
process.
• Trading partner inventories are estimated from available data, and considered during
demand planning.

4.1.2.3 Develop Consensus Consensus Forecast Process

Forecast (10237) • T he short-term portion of the forecast is reviewed at least weekly.
• M ethodologies used for consensus planning helps to reconcile conflicts between data
sources.
• Consistency is maintained between the financial budget, forecast, and operating plan.

4.1.2.4 Allocate Available Allocate ATP

to Promise (10238) • A ccurate ATP product data is available within each business unit and is used to deter-
mine product availability for demand.
• Determine share of scarce inventory to channels and customers.

4.1.2.5 Monitor Activity Forecast Revisions

Against Forecast • Forecast demand is offset/blended with actual demand, and used to drive operations.
and Revise • T he production/distribution schedule and staffing is updated weekly or daily with
Forecast (10239) actual demand depending on volatility.
• Market intelligence is processed, analyzed, and disseminated on a timely basis.

4.1.2.6 Evaluate and Forecast Process Improvement

Revise Forecasting • D emand planning is utilized to maximize the percentage of orders complete and on
Approach (10240) time, with the least amount of inventory required.
• The ability exists to assess consumption rates, mix, re-order, and safety stock levels
within the forecast.

4.1.2.7 Measure Forecast Measure Forecasting Accuracy

Accuracy (10241) • Performance is measured against forecast (accuracy, skew, and stability).
• A thorough history is maintained for comparison purposes.
• A bility to measure forecast accuracy at the SKU level.
22
 Deliver Products and Services
Suggested Minimum Process Standard

4.1.3 Create Materials Plan (10223)

4.1.3.1 Create Unconstrained Forecasting Process

Unconstrained Plan • T here is a coordinated functional approach to satisfying market requirements.
(10242) • T he unconstrained forecast is agreed on through a consensus process—the financial
forecast may be a variation on the operational forecast.

4.1.3.2 Collaborate Supplier Collaboration

with Supplier • A formal supplier relationship management (SRM) program is in place with designated
and Contract supplier managers who communicate regularly with their suppliers.
Manufacturers • A performance management program has been developed with input from the suppliers.
(10243)
• T here is collaboration with tier 1 suppliers on short- and long-term item requirements
and forecasts.
• Supplier ratings tied to service level agreements include: availability, quality, and other
criteria.
• The financial condition of key suppliers is monitored.

4.1.3.3 Identify Critical Identify Capacity Constraints

Materials and • F ormal monthly meetings are held to address business performance issues and link
Supplier Capacity business strategy to operational capabilities.
(10244)

4.1.3.4 Monitor Material Manage Material Specifications

Specifications • S tandardized processes for releasing designs from engineering to procurement are in
(10245) place.
• There is a single source of information for detailed, material data with easy access for
engineers and procurement, in order to find existing material specifications.
• There is monitoring of material detail (content and activity) as it impacts regulatory,
safety, and other key concerns.
• There is rationalization of materials to a common set of specifications to reduce
proliferation of SKUs.
• There is reuse, when possible, of existing materials in new designs to improve quality
and to speed time-to-market.

4.1.3.5 Generate Constrained Forecasting Process

Constrained plan • A single number operational forecast is agreed on by consensus process and drives
(10246) all functional responses.
• A plan exists to ensure that product and service flows remain uninterrupted in the
event of unforeseen events.
• Surge capacity partners exist in case of demand upsides, seasonal upside, etc.

4.1.3.6 Define Production Production Balance

Balance and • C ell or line bottlenecks are quickly addressed and resolved by management,
Control (14196) while inventory buffers exist between tasks.
• The work level is relatively smooth but may not match sales mix.

23
Deliver Products and Services

Suggested Minimum Process Standard

4.1.4 Create and Manage Master Production Schedule (10224)

4.1.4.1 Generate Site Level Production Scheduling

Plan (10247) • Proactive demand management balances high customer service and manufacturing
efficiencies, while minimizing inventory costs.
• Flexible manufacturing allows fast ramp-up and/or ramp-down to meet spikes and
drops in demand.
• Small batches and short lead times exist.
• P roduction runs to within 20% of established Takt time.

4.1.4.2 Manage Work-in- Work-in-Progress

Progress Inventory • W
 IP targets are established for inventory turns and WIP levels.
(10248) • W
 IP is monitored daily through system tools against targets and demand.
• A
 cycle time reduction plan is implemented with specific, tracked goals.

4.1.4.3 Collaborate with Supplier Support—Production Scheduling

Suppliers (10249) • D
 emand plans are shared with suppliers on an agreed schedule or when upside or
downside flexibility agreement is violated.

4.1.4.4 Generate and Execute Production Schedule

Execute Site • P roduction schedules are kept current and accurate.
Schedule (10250) • S caled business rules prevent the interruption or change of the production plan, unless
approved by upper level management, and based on a hierarchy of the change cost/
benefit impact.

4.1.5 Plan Distribution Manage Distribution Requirements

Requirements • A vailable inventory is allocated to customers based on committed forecasts.
(10225) • In-transit inventories are shown in the system with expected arrival dates.
• T here is the ability to allocate in-transit inventories.
• It is possible to view end-to-end inventory while providing available-to-promise.
• T here is a manual process and review which flags and notifies when the forecast con-
sumption rate is higher or lower than the configured allowable rate.
• Data required to manage distribution is maintained on the system of record.
• T he approach for managing transportation is defined, and outsourced or managed via in-
house capability. There may be a combination of select outsourcing with some in-house.
• There is a defined 3PL or carrier selection process based on cost, performance, quality,
customer requirements, and business KPIs.

Reorder Execution
• R eorder is based on simple planning systems is effectively supported by appropriate
control techniques.
• MRP system requirements are based on minimum lead time, customer order, and forecast
horizons.
• MRP parameters are regularly reviewed and agreed to.
• R eorder points are adjusted based on performance—at least 2 times per year.

24
 Deliver Products and Services
Suggested Minimum Process Standard

4.1.6 Establish Distribution Planning Constraints (10226)

4.1.6.1 Establish Distribution Center Management

Distribution Center • L ot size and release cycles are optimized for storage space.
Layout Constraints • C ross-docking operations replace traditional warehousing where feasible.
(10267)
• S pace lighting is activated only when space is in use.

4.1.6.2 Establish Inventory Inventory Management

Management • A ll inventory decisions are made with full knowledge of relevant costs and associated
Constraints (10268) risk.
• Inventory turns tracked for monthly review and adjustment. Inventory levels are set
at least twice a year.
• Excess and obsolete inventory is reviewed regularly at the part number level.

4.1.6.3 Establish Transportation Management

Transportation • T ransportation spend is tracked and managed regionally.
Management • T he documented process (regional) to manage transportation includes inbound, out-
Constraints (10269) bound, and freight payment.
• Routing guides consider total landed costs (by source, by lane, by product), service
level requirements, carrier performance requirements, and carrier contract terms.
• A process is in place to control inbound transportation based on the potential for
economies of scale, carrier/3PL contract terms, and on the availability of systems to
plan, monitor, and proactively manage inbound flow from suppliers.
• Review and revise carrier contracts at least annually, or when major changes in the
supply chain occur.

4.1.7 Review Distribution Distribution Network

Planning Policies • B asic network modeling is performed on an infrequent basis—typically as part of a
(10227) larger cost savings initiative.
• Network optimization is focused on transportation costs, labor costs, and overhead
costs.
• A project-based process is in place to capture transportation network cost data and
route data (possibly through third party systems).

Deployment Policies
• There is regular exchange of supply chain information between supply chain members
(i.e., e-mails, reports, calls).
• Appropriateness of control techniques (make to stock, make to order) is reviewed
regularly to reflect changes in demand patterns and capacity availability.
• Delivery, lead time, and inventory levels are rationalized and optimized with parameters
being regularly reviewed and updated.
• Products are classified and managed in tiers according to volume and variability of
ABC classification.
• Demand management policies are established to help balance customer service and
distribution system costs.
• 3PL or other outsourced warehousing space is used for cyclical peak demand storage.

25
Deliver Products and Services

Suggested Minimum Process Standard

4.1.8 Assess Distribution Distribution Planning Performance

Planning • D C managers should have key metrics at their fingertips—such as units moved per man
Performance hour, orders unfulfilled on time, the age of unfulfilled orders, and costs per unit moved. 
(10228) • D ata is collected and analyzed for better configuring of slotting, labor planning, etc.
• S elected distribution center KPIs are benchmarked to industry exemplars.
• V isibility into warehouse operation status, costs, inventory availability, and cycle times
are accessible to order takers upstream to improve order promising and order profit-
ability decisions.

Distribution—Supplier Performance
• Key suppliers are engaged to provide input on configuration of the distribution network.
• S uppliers have incentives to forward ideas that might yield mutual benefits.
• J oint improvement initiatives improve supply performance against targets for top tier
suppliers.
• Supplier performance is tracked and shared.
• C ollaborative targets are set with key suppliers.

4.1.9 Develop Quality Standards and Procedures (10368)

4.1.9.1 Establish Quality Quality Deployment

Targets (10371) • E ffective supplier quality assurance procedures are in place.
• P erformance metrics include quality, cost, time, and service.
• O perations functions develop their own quality results.
• T he quality department is a resource.
• M anagement is involved in major quality initiatives.
• M etrics are reviewed and targets are challenged regularly.

4.1.9.2 Develop Standard Testing

Testing Procedures • Product/service quality is verified prior to shipping.
(10372) • S ervice quality is monitored and controlled.
• Q uality process is owned by a quality assurance entity with authority to establish
standards, verify compliance, and initiate corrective action.
• Quality process/inspection existing from inbound receiving through the whole
manufacturing process.
• Work center performance is reviewed for waste, quality, etc.
• Q uality teams are utilized.

4.1.9.3 Communicate Supplier Quality Specifications

Quality • E ach product has documented specifications and quality requirements.
Specifications • P roduct management works with the supplier to establish product quality standards
(10373)
during the new product introduction cycle.
• Some key suppliers are asked to assume responsibility for quality assurance before
the product leaves the supplier’s facility.

26
 Deliver Products and Services
Suggested Minimum Process Standard

4.2 Procure Materials and Services (10216)

4.2.1 Develop Sourcing Strategies (10277)

4.2.1.1 Develop Procurement Strategy

Procurement Plan • M inimum requirements are defined for procurement consistent with the enterprise’s
(10281) strategy.
• Current spend by individual category is understood and tracked.
• T here is an assigned owner for each material category based on use and knowledge.
• P otential suppliers for a category may include current providers and new providers.
• T he fundamental financial viability of all suppliers is regularly assessed.
• T he enterprise leverages buys by reducing the number of suppliers (selective use of
single-supplier solutions).
• The enterprise centralizes electronic procurement systems at the regional or business
unit level.
• Purchasing strategies may be centralized at the regional or business unit level.
• B enchmarks are used when setting sourcing strategy.
• S uppliers are notified about Lean, changes that are going to take place, and the
probable impact to current supplier relationships.

Procurement Execution
• Group buying agreements are in place for high value/strategic materials.
• M ultiple facilities/organizations pool commodity purchases internally to gain leverage.
• O utsourcing is utilized for non-strategic applications.

Supplier Consolidation Plan

• Sole source (or primary source) provision of components/items are enforced but only
to the limit of a supplier’s capacity.
• Backup source(s) for components/items identified (may or may not be pre-qualified) and
volumes quantified.
• Supplier metrics are visible and used in supplier selection and buying decisions, volumes
are consolidated with top performing suppliers.

4.2.1.2 Clarify Purchasing Purchasing Function Effectiveness

Requirements • A
 balanced scorecard approach to supplier management is used.
(10282)

4.2.1.3 Develop Inventory Inventory Strategy

Strategy (10283) • S tock levels are set according to planned, buffered analysis techniques and reviewed
frequently against forecasts.
• Stock levels are based on customer service requirements (e.g., ABC classifications and
statistical safety stock-setting rather than nominal weeks of supply).
• Stock levels are reviewed frequently against forecasts.
• S ervice levels are measured, and stock levels adjusted to compensate if necessary.
• S ervice levels are set taking into account the costs and implications of stock outs.
• T here is the ability to determine safety stock targets for inventory at critical nodes in
the supply chain.
• The ability exists to replenish inventory into distribution buffers based on customer demand.
• Inventory is managed by product and product groups.
• S upplier and buyer partners are involved in the coordination of inventory in the
supply chain.
27
Deliver Products and Services

Suggested Minimum Process Standard

4.2.1.4 Match Needs to Supplier Capability

Supply Capabilities • T here is a clear understanding of supplier capacity reflected in lead time and volume
(10284) constraints within the buying system.

4.2.1.5 Analyze Company’s Spend Analysis

Spend Profile • Q uality and price are considered the key components of cost, but other variables—such
(10285) as lead time variability, on-time delivery, assured source of supply, damage avoidance,
etc.—are also considered.
• Analysis of price includes logistics costs including inventory carrying cost over the life
of the product (especially for major equipment).

4.2.1.6 Seek Opportunities Supplier Improvement

to Improve • S upplier scorecards that identify the total cost of acquiring, using, and disposing of
Efficiency and suppliers’ products are used to identify top and marginal performing suppliers.
Value (10286)
• Cost breakdowns are shared with suppliers to identify cost reduction opportunities.
• J ustifiable price increases are applied to only the appropriate portion (material, labor,
logistics, etc.) of cost. A cost benefit analysis of the changes is performed.
• Processes and applications are shared with suppliers to leverage their expertise.
• Q uality and process expertise is applied as problems occur.
• Joint service agreements with suppliers include key metrics on which supplier will be judged.

4.2.1.7 Collaborate with Supplier Involvement

Suppliers to • S uppliers are a valued source of information when investigating new or alternate sources
Identify Sourcing of supply and services.
Opportunities • Positive relationships with suppliers are maintained using a “win-win” philosophy.
(10287)
• S upplier relationships are differentiated based on strategic value.
• C ontact exists at all levels with regular visits to the enterprise and supplier factories.
• A nnual supplier conferences recognize performance and share corporate goals and
objectives.

4.2.2 Select Suppliers and Develop/Maintain Contracts (10278)

4.2.2.1 Select Suppliers Supplier Selection Criteria and Process

(10288) • S election criteria are defined prior to the RFI/RFP process.
• T he supplier selection process for key suppliers considers establishing long-term
partnerships to secure supplies at low cost, short lead time, and flexible supply.
• A supplier capacity analysis of specific areas of capability is performed.
• Supplier evaluation includes a full review of the financial condition and stability of the supplier.
• C ross-functional teams are involved in sourcing decisions, with the buyer negotiating
contracts.
• Buyers have the responsibility for re-assessing sources of supply.

4.2.2.2 Certify and Supplier Certification and Audit Process

Validate Suppliers • Supplier certification programs are used and enforced.
(10289) • S upplier capacity and capability are regularly evaluated to ensure a good match to
requirements.
• Supplier financial strength, (i.e., Dun & Bradstreet rating) is regularly evaluated to ensure
supplier viability.
• The supplier is evaluated on its ability to meet appropriate industry/federally required
standards (may or may not require registrations).
28
 Deliver Products and Services
Suggested Minimum Process Standard

4.2.2.3 Negotiate Contract Negotiation

Contracts (10290) • C ontracts with long term suppliers are based on total cost of acquisition.
• A n established, regular contract review process is used to update the contract with
changing technology and/or changes in regulation.
• Contracts mandate cost improvements and service level improvements (balance cost
and value received), over time using “continuous improvement” language.

4.2.2.4 Manage Contracts Contract Management

(10291) • L ong-term agreements in place allow for annual or multi-year contract pricing and
purchase orders, allowing the enterprise to reduce the total cost of ordering.
• There are clearly defined key contract support drivers with established KPIs.
• S tandardized contracts are in use across enterprises and categories to ensure con-
sistency and increase speed of contracting.

4.2.3 Order Materials and Services (10279)

4.2.3.1 Process/Review Process Requisitions
Requisitions • System generated purchase orders (PO) bypass the requirement to generate and review
(10292) purchase requisitions.
• Simplified procurement requisition processes are in place to free up buyers to make
strategic buys.
• A standardized requisition review functions across the entire purchasing organization.
• A MRP system is used to gain better visibility of purchasing requirements.
• A well-documented procurement policy is in place.

4.2.3.2 Approve Authorization of Discrete Purchases

Requisitions • P rocedures are defined to allow purchases to be authorized by individuals, buyers, or
(10293) management depending on cost.
• Purchase authorization is based on a formal set of business rules.

4.2.3.3 Solicit/Track Manage Quotes

Vendor Quotes • A uctions are used (where practical) for indirect material and commodity items.
(10294) • T here is a formal process to solicit, track, and review commodity quotes from the
existing supply base (approved supplier list).
• A formal policy defines procurement ethics and behavior with suppliers.

4.2.3.4 Create/Distribute Manage Purchase Orders

Purchase Orders • B lanket purchase orders cover period requirements.
(10295) • C all-off orders against blanket PO are generated automatically based on periodic
demand.
• A clear understanding of supplier capacity is reflected in lead time and volume
constraints at time of order placement.
• Buyer has responsibility for administration of POs.

4.2.3.5 Expedite Orders Purchase Order Expediting

and Satisfy • Expediting processes are in place.
Inquiries (10296) • S chedule and/or forecast changes drive the expediting (and de-expediting) process.
• R easons for PO expediting are tracked and corrective/preventative action is taken to
address the cause, in order to reduce a reoccurrence.
29
Deliver Products and Services

Suggested Minimum Process Standard

4.2.3.6 Record Receipt of Goods Receipt

Goods (10297) • A ccounting principles are followed (for the regions/geographies where business is
performed).
• Balances are reconciled to the supporting documentation at month end close.
• P ost goods receipts are reconciled on a monthly basis.

4.2.3.7 Research/Resolve Exceptions Management

Exceptions (10298) • S upplier compliance procedures have been adopted and enforced within the enterprise.
Suppliers follow compliance processes.
• Compliance procedures have been adopted and are enforced to address internal issues
and exceptions.
• Receiving errors are tracked and corrective actions are initiated with suppliers and internal
personnel.

4.2.4 Appraise and Develop Suppliers (10280)

4.2.4.1 Monitor/ Supplier Information Management

Manage Supplier • S upplier data integrity is checked regularly.
Information (10299) • T he supplier data management process ensures all data has been checked for accuracy
before entry.
• Errors found in supplier data are corrected, as found.
• S afeguards against data corruption are largely manual, through periodic review projects
and data correction projects.
• A standard statement of work (SOW) is used for major suppliers, but not for all.
• A locally-created statement of work is normally used.

4.2.4.2 Prepare/Analyze Supplier Performance Evaluation

Procurement • T here is a regular forum (such as a quarterly business review) for performance evaluation
and Vendor using jointly determined criteria of cost and service.
Performance • Reporting requirements are established and understood by all parties.
(10300)
• A range of performance metrics are set, tracked, and communicated.
• S uppliers are recognized and rewarded for achievement.
• S uppliers are measured against published performance targets.
• S uppliers are benchmarked to evaluate process waste and leverage opportunities.
• S upplier ratings are tied to service level agreements which include: availability, accuracy,
timeliness, quality, and other criteria.
• Simple supplier scorecards are used to evaluate supplier performance (reviewed quarterly
or annually). Scorecards are constructed to minimize “gaming” by either party.

Supplier Audit
• The quality (or supplier quality) department facilitates regularly scheduled supplier audits
for key or critical suppliers.
• Supplier performance is audited by parties who are not a part of the supplier negotiation
and approval process.
• Problems encountered during the audit process are usually addressed and fixed quickly.

Procurement Performance Evaluation

• P rocurement key performance indicators (KPIs) are in place and tracked.
30
 Deliver Products and Services
Suggested Minimum Process Standard

4.2.4.3 Support Inventory Inventory Replenishment

and Production • Inventory replenishment promises are standardized across the enterprise.
Processes (10301) • F actory floor data is collected and used in collaboration with suppliers.

4.2.4.4 Monitor Quality of Product Quality

Product Delivered • A fully documented supplier audit process exists and is supported by effective training,
(10302) measurement, reporting, and action processes.
• A “one size fits all” supplier audit system is used with standardized audit questions and
techniques.
• Third party auditors are used to supplement the audit staff and suggest improvements.
• O n time delivery and quality of supplier supplied parts and services is tracked and data
is used in supplier reviews.
• Late or incomplete shipments and/or shipments with defects are within established
parameters.
• Product management works with the supplier to establish root causes for defects and
to determine an appropriate solution to reduce/eliminate the problem, preventing a
reoccurrence.

4.3 Produce/Manufacture/Deliver Product (10217)

4.3.1 Schedule Production Scheduling

Production (10303) • C ycle times are known and work is being performed toward establishing standard work
and cycle time targets.
• Demand has been synchronized with manufacturing execution.
• M RP systems support production scheduling.

Production Release
• L ot size and order cycle have been optimized for capacity and materials availability.
• L ot sizing policies such as fixed order quantity (FOQ), lot-for-lot (LFL) and period order
quantity (POQ) are regularly used.
• Automated WIP limiting tools are utilized.

4.3.2 Produce Product (10304)

4.3.2.1 Manage Raw Manage Raw Material

Material Inventory • P ull/Kanban systems are used in the manufacturing processes to improve inventory
(10310) and to reduce order cycle time.

4.3.2.2 Execute Detailed Execute Production Schedule

Line Schedule • E mployees self-sequence their work activities.
(10311) • M anagement regularly reviews progress against schedules.
• A lerts or alarms exist to warn of potential to miss deadlines.
• E mployees typically rely on supervisors to manage exceptions.
• S chedule changes are communicated appropriately.
• E nterprise resource planning systems are in use to support scheduling.

31
Deliver Products and Services

Suggested Minimum Process Standard

4.3.2.3 Rerun Defective Manage Defective Material

Items (10313) • Defective materials discovered during the manufacturing process can be tracked to
the supplier and supplier PO.
• Defective materials are returned to the supplier and product costs are recovered.
• D efective materials are returned within the supplier warranty/returns agreement so that
the full value of defective materials is recovered.
• Total Quality Management techniques are applied to reduce defects and costs related
to scrap and rework.

4.3.2.4 Assess Production Production Performance Measurement

Performance • P roduction performance measures are published with supervision, generating most
(10314) improvements.
• Data collection and analysis occurs at the front line and on a timely and regular basis.
• P roduction performance data is generally used to detect substandard performance or
variances in certified processes or practices.
• Quality circles or work cell teams work under management supervision on process
upgrades based on customer performance goals and the enterprise’s goals (e.g.,
setup times, various manufacturing costs).

Production Process Control

• B
 asic metrics exist and are used to analyze process events or issues.
• K
 aizen methods are used to reduce scrap and rework.
• C
 ertified processes and practices are used to establish consistency in production output.

4.3.3 Schedule and Perform Maintenance (10305)

4.3.3.1 Determine Process Preventative Maintenance Process

for Preventive • A formal maintenance program is in place to support overall equipment efficiency
(Planned) and performance.
Maintenance • Standardized processes are used for maintenance and reliability across the enterprise.
(Preventive
• B reakdowns are infrequent.
Maintenance
Orders) (10315) • B reakdowns are tracked and uptime or downtime measured to maintain mean time
between failure (MTBF) metrics.

4.3.3.2 Determine Process Manage Unplanned Maintenance

for Requested • P roblems are fixed as they occur.
(Unplanned)
Maintenance (Work
Order Cycle) (10316)

4.3.3.3 Execute Maintenance Activities

Maintenance • Daily cleanings are performed (sort, straighten, shine, safety), causes of dirt and
(10317) contamination are identified, and solutions are developed.
• Employees follow the cleaning/setup procedure.
• T horough cleanings are scheduled and performed.
• M achines and equipment are routinely inspected and serviced at regular pre-determined
intervals—all relevant maintenance history is collected for future use.
• All breakdowns and the root cause of the problem are identified and tracked.
32
 Deliver Products and Services
Suggested Minimum Process Standard

4.3.3.4 Calibrate Test Equipment Calibration

Equipment (10318) • T est and measurement equipment is certified by the relevant test agency and meets
standards.
• Test equipment is calibrated on a schedule recommended by the equipment
manufacturer.
• All test equipment (including lease and rental equipment) is listed in an equipment database.
• Engineering and production test equipment are managed under a single calibration policy.

4.3.3.5 Report Maintenance Reporting and Tracking

Maintenance • A record of equipment complaints, problems, or issues exists and is used to prevent
Issues (10319) problem recurrences.
• A basic root cause analysis is performed at the first level (first detectable fix).
• C auses of excessive dirt and contamination are identified and root causes investigated.

4.3.4 Perform Quality Production Testing

Testing (10369) • Non-conforming product is fully segregated and a process exists to release or dispose
of it properly.
• Damage and waste metrics are low for the organization’s industry and the processes
employed.

4.3.5 Maintain Production Traceability

Production Records • T he system enables batch lots of products and services to be accurately traced up to
and Manage Lot point of shipment.
Traceability (10370) • Components/ingredients can be traced to supplier’s raw material lots.
• T raceability exists through supplier’s manufacturing plant, production time, and specific
hour of production.
• There are clear lot management processes and lot definitions to allow for proper lot
tracing.
• Product traceability is built into the production process.
• Data collection from the plant floor is semi-automated or fully automated.

4.4 Deliver Service to Customer (10218)

4.4.1 Confirm Manage Service Customer Segmentation

Specific Service • C ustomer segments are quantified by the value of each segment based on its size,
Requirements its potential revenues, and cost-to-serve.
for Individual • All enterprises within each segment are treated essentially the same.
Customer (10320)
• S ervices are selected and targeted on cost/value basis.
• C ustomers are segmented by service needs for higher operating margins.
• F ield service employees build strong relationships with customers and thoroughly
understand customer needs.
• Customer service reps are trained to identify opportunities to sell additional services
and/or products.
• A customer service survey is used to gather customer requirements.

33
Deliver Products and Services

Suggested Minimum Process Standard

Monitoring Change of Market Requirements

• Market research focuses on competitor activities.
• C ustomer input is used to identify future service requirements.
• A nnual internal reviews of service offering take place and help drive marketing decisions.

4.4.2 Identify and Schedule Schedule Service Resources

Resources to Meet • W eekly schedules are in place for critical working centers.
Service Requirements • T echnical services are tracked for each critical working center.
(10321)

4.4.3 Provide the Provide Service

Service to Specific • A culture of service excellence increases customer satisfaction and loyalty.
Customers (10322) • F ield technicians “own” their accounts to increase service focus and profitability.
• R egular service monitoring is conducted by management.
• S ervice parts inventory is visible to service representatives.

4.4.4 Ensure Quality of Customer Focus

Service (10323) • F ocus is on customer satisfaction and loyalty.
• P rimarily react to specific customer feedback. There are some targeted improvement
efforts in place to proactively address cross-customer service level issues.
• Local or regional management is focused on a short list of key customers to improve
service levels.
• CSRs are fully trained to ensure a high quality experience for customers.
• C ustomer service and support expectations are tracked (at least annually).
• C PFR® and other techniques are in place for supporting the quality of service focus.

Customer Delivery Feedback

• Complaints analysis is used to highlight and resolve internal problems.
• P eriodic audits are conducted on a customer-by-customer basis to identify internal
improvements and to document service levels.
• Customer scorecards are in place with many top customers being measured monthly.
• A scorecard of service measures provides an overall view of the customer experience.
• A n active customer satisfaction and loyalty program is in place. Many employees are
aware of their role in customer satisfaction.
• The enterprise conducts customer surveys approximately once a year.

Processing Customer Feedback

• The organization’s systems meet the needs of the users, and enable support for the
customer at agreed current minimum standards.
• Appropriate technology development is planned in parallel with the business plan.
• A process is in place to inform customers about the enterprise’s ability to respond
to their needs (i.e. visits, reports, collaborative routines).

34
 Deliver Products and Services
Suggested Minimum Process Standard

4.5 Manage Logistics and Warehousing (10219)

4.5.1 Define Logistics Strategy (10338)

4.5.1.1 Translate Customer Focused Logistics Requirements

Customer Service • A set of overall performance metrics are adopted based on customer, corporate, and
Requirements social values that are the basis of requirements.
Into Logistics
• Delivery and service level promises are based on an understanding of customer
Requirements
requirements, internal operational performance, and logistics network performance.
(10343)
• Logistics processes are aligned with other departments (e.g., customer service) to
create efficiencies.
• Logistics processes are documented and mapped to customer service requirements.
• T here are shared logistics strategic planning sessions with customers to determine the
future impact of changes or improvements to logistics strategies.
• Connectivity is in place with carriers, logistics service providers, and suppliers for
periodic visibility into shipments and orders in transit.
• A continuous improvement program is designed to reduce waste, cost, and energy
consumption in facilities and transportation.
• Service level agreements are in place with key customers and are used in developing
the logistics strategy.

Social Responsibility Strategy

• There is an understanding of and adherence to Environmental Protection Agency,
Department of Energy, and local (other state, international, and community) standards
and regulations.
• There is understanding of customer compliance standards and adherence to those
standards.
• A risk assessment of corporate, employee, and environmental issues is conducted with
results feeding a corporate plan for improvement.
• An ROI-based plan to reduce cost/waste and address environment, labor, and quality
concerns is included in the enterprise’s annual plan.
• Communication of plans for employees and suppliers is conducted.

Carbon Footprint/Energy Consumption

• Minimum processes are in place to reflect a constant reassessment of transportation
routes, and reduction in energy consumption on those routes. This can include network
design, delivery time options, and more effective use of carrier/containment.
• There are review plans to update/replace equipment based on ROI data.
• T here is a reassessment of transportation delivery methods to maximize the value of
each load.
• Product design, footprint, and packing are regularly assessed.

Packaging
• There is an assessment of opportunities to reduce the cost and space requirements of
packaging, as well as more effective use of pallets (sustainable materials and long lasting
materials versus wood), and the reuse or recycling of materials (these techniques are
required in trade in the European Union).

35
Deliver Products and Services

Suggested Minimum Process Standard

Building/Warehouse
• U nderstand and ensure local environmental and community standards are met.
• U nderstand evolving building codes and best practices.
• O SHA and regional safety standards are fully complied with.
• Understand consumption and disposal of water, energy, solid waste, air quality, and
emissions.
• Conduct energy assessment to evaluate whether building codes are met, as well as
ensure maximum use of insulations and energy consumption reduction techniques.

Business Conduct and Emergency Response Plan

• T here is adherence to local and internal trade and labor relationships standards.
• S afety and cleanliness are ensured within facilities.
• P roper product protection techniques are in place to maintain product quality and
freshness, as well as reduce theft and fraud.
• An emergency response plan has been created with the assistance of local authorities
(policy, fire, and other services) and it is communicated to employees and required
support elements.

4.5.1.2 Design Logistics Network Design Process

Network (10344) • Inventory processes and service level/reorder point data is included in the network
design to determine the best inventory strategy for the markets served.
• The use of network modeling tools to design the supply chain typically occurs at the
national or regional level. Irregular use is typically based on “optimization projects”
and limited to specific segments, lanes, or regions. Network modeling is typically out-
sourced to third parties due to the skills/investment required for in-house tools.

Network Optimization
• Supply chain network design process (either in-house or contracted) models are used.
Outputs from the modeling will help make recommendations for warehousing, distribu-
tion locations and volumes, inventory and transportation strategies, and waste reduction
strategies—including scenario costing and service level tradeoffs.
• Analysis and optimization of a segment of the supply chain are performed using commer-
cially available technology or professional level expertise (either in-house or contracted).

4.5.1.3 Communicate 3PL Support

Outsourcing Needs • The overall logistics outsourcing strategy is based on the context of long-term supply
(10345) chain goals and assessment of the enterprise’s core competencies and resource utilization.
• Tight partnerships with forwarders and carriers include the ability to tender electronically
with carriers, receive electronic messages from carriers, and provide outbound carrier
schedules to the warehouse.
• Logistics service providers (LSP) are selected based on visibility, codes of conduct and
connectivity—as well as experience, services, and cost.
• Formal SOPs are in place for managing 3PLs.

4.5.1.4 Develop and Logistics Service Level Policy

Maintain Delivery • Logistics processes are communicated and interactions with logistics providers are aligned.
Service Policy • P olicies are in place to manage service quality.
(10346)
• L ogistics processes are customer focused.
36
 Deliver Products and Services
Suggested Minimum Process Standard

4.5.1.5 Optimize Transportation Planning

Transportation • R outing guides and rates should be assessed frequently and/or automated routing and
Schedules and scheduling technology solutions used to determine transport mode, carrier, and service
Costs (10347) levels for both inbound and outbound transportation.
• Transportation planners create consolidated shipments, mode shifts, multi-stop
truckloads, and intermodal assignments—using manual skills or automated technology
depending on size, variability, and complexity of the freight shipping environment.
• Consolidations and round trips/backhauls are created whenever possible.
• A continuous improvement program is provided as part of ongoing logistics services.
• F lexible contracts should be negotiated to assess performance.
• Detailed records are kept online of actual shipments to assess performance by each
customer.

Transportation Planning Support

• Suppliers are provided copies of routing guides or selected carriers as the enterprise
requirements.
• Standardized transportation management procedures are in place.
• C arrier compliance checking is completed post payment.
• A TMS is utilized for transportation planning (industry dependant).
• Integration with carriers confirms on time pick-ups and deliveries.

4.5.1.6 Define Key Establish Logistics KPIs

Performance • B usiness reviews are used to seek cost and service improvements.
Measures (10348) • R esults are communicated to the customer.
• C ollaboration with stakeholders is used to improve key process indicators (KPIs).
• T here are fewer than 10 departmental KPIs. KPIs are based on triple bottom line
goals—customer, profit, and social goals.

4.5.2 Plan Inbound Material Flow (10339)

4.5.2.1 Plan Inbound Inbound Material Notice

Material Receipts • Inbound carriers primarily call (e-mail or fax) to schedule delivery appointments.
(10349)
• L imited advanced ship notification exists for a few key suppliers. It is mainly automated
via purpose-built single supplier interfaces.
• Industry standards interchange formats are used for ASN.
• T here is a weekly schedule in place for inbound planning (using manual or semi-
automated “tools”).

Inbound Transportation Planning

• Scheduled delivery date information is utilized for high level capacity and labor planning.
• A formal transportation planning process is in place (site level or regional), and planning
is performed on a regular basis.
• Suppliers are directed to use a specific carrier or set of carriers for a given lane of
traffic. Typically web-based routing or other tracking information is provided on the
supplier PO.

37
Deliver Products and Services

Suggested Minimum Process Standard

4.5.2.2 Manage Inbound Manage Inbound Schedules

Material Flow • D elivery to cross-dock facility is on a scheduled basis and at a predetermined time (as
(10350) appropriate).
• Direct-to-line delivery is at the end of the shift prior to use.
• T he supplier delivers according to agreed time, lot size and packaging, terms of sale,
appropriate mode of transportation and compliant carrier.
• Systems are integrated to tender freight and optimize inbound logistics.
• A container management process is in place—managing containers and the orders and
lines they contain.
• A trailer drop process (manual or system supported) is in place to optimize through-put
and reduce demurrage charges.
• There is appropriate use of standardized packaging and in standardized case and master
packs quantities (as directed).
• There is appropriate use of rental pallets and reusable and/or recycled pallets from the
supplier.

Warehouse Management System

• Formal WMS exists with mixed manual and computerized records by SKU.
• Inventory control and reconciliation practices verify inventory accuracy according to
policy or local procedure.
• WMS addresses receiving, put-away, inventory, and slotting.
• S lotting and picks are controlled by a locator system.
• A location grid is created to manage warehouse layout, efficient put-away, pick, and
inventory cycle counting.
• Visibility is enhanced by the integration of order management, manufacturing, and
financial systems.
• The WMS provides reporting to support chosen KPIs.

4.5.2.3 Monitor Inbound Monitor Inbound Performance

Delivery • A process is in place to continuously assess and improve distribution center productivity
Performance and space utilization at the site or local level, and at the transportation lane level.
(10351) • A formal process is in place to track inbound on time performance and shipment damage.
• V olume and performance data are leveraged for review.
• Inbound shipment data is available from carrier systems in the form of online inquires,
or monthly or ad hoc reports.

4.5.2.4 Manage Flow of Plan for Returns

Returned Products • R eturns are planned based on knowledge of product and customer actions.
(10352) • P roduct life-cycle and support (repairs) requirements are considered.
• P rocesses are clearly documented and monitored.
• Returns are treated as an outbound material.
• Inventory turns of returned product are known.
• T he cost of each return activity is known. Product can be in the field and not sent back
through the returns system if the cost exceeds the product recovery value.
• Logistics, marketing, manufacturing, and customer service have developed policies and
processes to decrease/eliminate “controllable returns” from customers.

38
 Deliver Products and Services
Suggested Minimum Process Standard

Systems Integration—Returns
• O
 rder management and returns processes are integrated using common systems to
capture orders, shipments, and return authorizations/information.

4.5.3 Operate Warehousing (10340)

4.5.3.1 Track Inventory Inventory Deployment Plan

Deployment • Inventory locations are balanced at least annually and preferably quarterly, to keep high
(10353) turn items closer to the staging area and products which typically ship together in proximity.
• There is a process in place to identify inventory/material flow bottlenecks as part of an
overall continuous improvement initiative.
• There is full barcode scanning of all warehouse locations and product codes. If master car-
ton labeling does not include a barcode, cartons are labeled at receiving before put-away.
• Participate in industry based labeling and package standards for marking, labeling and
tracking products in warehouse and for later picking labeling, shipping, and information
management requirements and standard accounting.

4.5.3.2 Receive, Inspect, Receiving

and Store Inbound • T he receiving process is well documented and understood. The procedure defines
Deliveries (10354) the process to manage/sign/review carrier documents, and issues escalation path and
transaction steps.
• The receiving area is clearly laid out into unloading, staging, and holding areas. All
products in the receiving area are properly marked as to the status in the receiving
process.
• Receiving appointments are manually tendered.
• P erformance metrics/standards are clearly posted.
• M anual scheduling of trailer receipts takes place.
• Inbound shipment data is available from carrier and/or 3PL systems in the form of online
inquiries or monthly and/or ad hoc reports.
• Reduction of trailer switch times is accomplished by pre-planning all trailer moves and
yard staging of trailers.
• Timely unloading avoids detention/demurrage
• A ll receipts (e.g., received by 2pm) are processed and posted as available inventory on
the same day.
• Wireless technology and automation are used to help efficient put-away, track/manage
inventory, and increase picking efficiency.
• Pallets are labeled with appropriate “tracking license plates” prior to put-away.

Inspection
• There is sufficient inspection to identify non-conforming product—which is then
quarantined to prevent use.
• Non-conforming product is referred to suppliers within a prescribed timeframe.
• R eceiving errors, shipping errors, damage levels, and over and shortage levels are at
or below agreed requirements.
• A nonconforming report is created, analyzed, and shared with the supplier and
employees for corrective action.

39
Deliver Products and Services

Suggested Minimum Process Standard

Cross-Docking
• P roducts received which are destined for immediate shipment (cross-docking) must be
properly identified.
• Cross-docking or immediate replenishment of requirements is manual.
• C ross-docking of in-transit product is utilized (where applicable) to reduce inventory
levels in the DC.

Material Handling
• Efficient material handling is characterized by well ordered staging areas, clear aisles,
and clearly marked locations.
• There is appropriate use of material handling equipment in storage and pick areas.
• G ood housekeeping translates into aisles and work areas that are clear of debris, goods
that are neatly stacked, and no evidence of excess moisture or dirt.
• Products which are destined for immediate shipment (cross-docking) are handled
appropriately.
• Performance metrics/standards are clearly posted.

Storage
• Basic product cube data is available but not held within the system.
• S torage locations are reviewed annually to assure best access and proper sizing.
• S torage locations for high volume SKUs are contiguous, and “first in, first out” (FIFO) or
“first expired, first out” (FEFO) rules (in some industries) assure proper lot control.
• Caged and controlled access exists for all high value, highly pilfered, hazmat, regulated,
and quarantined items.
• Items with odor transfer, fire risk, or temperature control requirements must also be
segregated and stored in special areas.
• Space is efficiently utilized.
• S torage locations are adequately marked for identification at the shelf/bin level.
• A good manual or automated system exists to inspect, track, assign space, pick, and
protect products.

Slotting
• A slotting strategy is employed to assign products to locations based on product velocity
and physical characteristics.
• Fast-moving items are located at the most ergonomic levels, while balancing the volume
across aisles reduces traffic and labor congestion.
• Slotting assignments are static and are reviewed quarterly.
• A process is in place to manage damaged or unsalable products found in a location.
Unsalable product is removed from available inventory immediately.

4.5.3.3 Track Product Product Availability

Availability (10355) • T he ability to perform order promising is available for finished goods inventory (ATP).
• T here is the ability to flexibly schedule and reschedule orders based on due dates.
• It is possible to provide a single view of inventory across multiple facilities.

40
 Deliver Products and Services
Suggested Minimum Process Standard

4.5.3.4 Pick, Pack, and Picking & Packing

Ship Product for • T he warehouse picking document is generated based on slotting assignments.
Delivery (10356) • S hift or individual productivity performance is measured.
• A record of weekly activity by major task and manning levels is displayed on warehouse
shop floor.
• Barcoding is used to create effective put-away and picking.
• E nabling technologies, such as APS and WMS, are used to improve order fill rates and
cycle time.
• The design of the warehouse allows for effective pick, pack, and ship—including assess-
ment, definition, and marking locations for system and employee reference. This minimal
data can be used for data capture systems.
• All pick locations and product codes are clearly marked and visible to workers during
normal picking activity without dismounting from material handling equipment.
• All packing materials consumed by warehouse operations are on automatic
replenishment programs (e.g., Kanban, Min/Max, etc.).
• A master BOL is used for multi-stop shipments with a sub-bill for each of the individual
stops and its respective sequence.

Scheduling—Pick & Pack

• Shipments are scheduled daily according to customer’s requested delivery date.
• Orders are shown as “shipped” in system of record as soon as the vehicle leaves dock.
• T he shipping department has forward visibility in the system to anticipate surges in load.
• L oad optimization and consolidation analysis is performed.

Shipping
• The shipping process is well documented and understood. Procedure defines the pro-
cess to complete/sign/review carrier documents (weigh bills, manifest, hazmat declara-
tions, etc), issues the escalation path, and delineates the transaction steps.
• The shipping area is clearly laid out into staging, holding, and loading areas. All products
in the shipping area are properly marked as to status in the shipping process.
• There are customer and export (Customs) compliant shipping documents and labeling
for all shipments (e.g., retailer specific labeling).
• Full compliance to customer labeling requirements—includes AutoID labels/tags.
• A SNs are available for all customers by EDI, fax, or e-mail. Although not all customers
may want ASNs, they should still be made available.
• The automated shipment manifesting system features tracking.
• A ppropriate hazardous materials documents are generated as necessary.

Export Compliance
• There is full compliance with C-TPAT and 10+2 guidelines, as well as any international
guidelines or requirements.
• Compliance requirements are considered to be the domain of export partners and may
require products to be re-packaged or relabeled.
• Compliance is maintained with a 24 hour manifest rule.
• A ppropriate international documents are generated as necessary.
• E xport records are archived as required by regulation, policy, or audit requirements.
• A pre-determination is made of all export/Customs duties, fees, and settlement processes.

41
Deliver Products and Services

Suggested Minimum Process Standard

Consolidation/Loading
• E ach load is built in stop sequence (i.e. first truck destination loaded last, etc).
• A process is in place to combine all open orders for single ship-to within the time
window agreed to by the customer/client.
• Any load consolidation with break-bulk is processed at remote terminals.
• A strategy is in place to “strap” or over package small parcel shipments and take
advantage of lower rates based on parcel aggregation.

4.5.3.5 Track Inventory Inventory Accuracy

Accuracy (10357) • S tock locations are specified in the system.
• C ycle counting is done with the minimum parameters.
– “ A” SKUs (high volume) are counted weekly.
– “B” SKUs (moderate volume) are counted monthly.
– “C“ SKUs (low volume) are counted quarterly.
• S pecial categories (high value, perishable, etc.) allow for flexible count frequency.
• Pick discrepancies trigger a daily cycle count.
• T he system requires a “zero location balance” confirmation as part of the normal
transaction activity.
• Inventory is controlled at the 99% level or better.

4.5.3.6 Track Third Party 3PL Performance—Shipping

Logistics Storage • T he KPI dashboard is built and monitored jointly, by the third party and the customer.
and Shipping • Regular meetings help to review performance.
Performance • A formal process is in place to track outbound on time delivery performance and shipment
(10358) damage based on carrier reporting.
• Outbound shipment data is available via the carrier’s system, as online inquiries and/or
monthly reports.

4.5.3.7 Manage Physical Manage Finished Goods Inventory

Finished Goods • Inventory control and reconciliation practices verify finished goods inventory (FGI) accuracy.
Inventory (10359) • Integration with order management and manufacturing systems provide visibility into
FGI transactions and balances.
• WMS provides reporting to support KPIs.
4.5.4 Operate Outbound Transportation (10341)
4.5.4.1 Plan, Transport, and Transportation Planning
Deliver Outbound • T here are regionally standardized business rules and carrier relationships.
Product (10360)
• P eriodic reviews are conducted with key internal leaders in customer support, finance,
and purchasing to determine what shipping processes and information would best
support their initiatives.
• 3PL experience is leveraged by outsourcing outbound transportation (if appropriate)
based on analysis of corporate strategy, core competencies, and resources.
• Distribution strategies are in alignment with sales and channel plans.
• T here is an integrated harmonized code database.
• T here is a global tax and trade strategy.
• The type of service each facility provides (e.g., warehouse, merge-in-transit) is clearly defined.
• In transit cross-docking operations are part of multimodal distribution planning and
strategy. Goods can be cross-docked when needed, to eliminate additional handling
in distribution centers or intermediate warehouses.
42
 Deliver Products and Services
Suggested Minimum Process Standard

Small Parcel Transport Management

• T he carrier’s web tool is used to tender and track all parcels, or a multi-carrier solution
is used. Common information is held in the database to eliminate the rekeying of data.
• A quarterly review of shipping rates includes all accessorial fees and performance costs
by carrier to insure least cost per shipment. This is based on analytics information pro-
vided by carriers or third parties.
• Unique shipping requirements are addressed with the carrier and included in the carrier’s
customer profile.
• The carrier website provides tracking, rate information, documentation, and pickup
information.

Common Carrier Management

• Routing guides are used and compliance to preferred carriers is tracked and reported.
• T here are good carrier relationships with a mix of local, regional, and global partners.
• O n time performance, pickup, and delivery are monitored, reported, analyzed, and used
to alter carrier behavior.
• Periodic updates to carrier contracts are performed via a well-defined RFP process
supported by technology to track responses, quotes, and awards.
• Unique shipping requirements and service level requirements are addressed with the
carrier and included in the carrier’s customer profile.
• There is system based carrier manifesting and EDI (or carrier web based) updates
including transit times.
• Service level agreements (SLAs) are in place and are reviewed periodically.

Transportation Management—Freight Modes

• A process is in place to manage the freight mode as required to support shipments
(multi-modal, small parcel, less than truckload, full truck, flatbed, special equipment
service, rail, air, ocean, etc).
• Mode and provider are selected by least total cost per shipment and rate using actual
rates prior to the release to billing (at order entry prior to the release to the warehouse).
• There is a process in place to select carriers, service providers, external warehouses, etc.
(criteria are well documented and revises periodically).
Transportation Management Process
• Routing guides provide direction regarding shipment mode, shipping lanes, and carriers
to be used.
• Thorough workflow (in accordance with business processes) is defined, documented and
accessible to all personnel responsible for shipping freight.
• The capability exists to plan centrally and execute shipping orders from decentralized
locations.
• Freight rates and charges are audited to include accessorial charges to agreements.
Discrepancies are submitted to carriers for subsequent review and settlement.
• Automated tender capability exists via manual selection, cascade, or broadcast tendering.
• T here are automated tender communications with carriers
• C arrier acceptance workflow is defined, executed, and monitored for compliance.
• A ll automated shipment status updates are in accordance with contract terms.
• T here is a full audit trail of all shipment status and changes from dock to dock.
• S upplier (for inbound) and carrier performance are monitored and reported.
• Electronic invoices are obtained from carriers.
• Invoices are automatically matched to rated shipments. 43
Deliver Products and Services

Suggested Minimum Process Standard

Transportation Management System

• T he automated import of orders for shipment from ERP, OMS, or WMS takes place
as appropriate for the enterprise workflow.

4.5.4.2 Track Carrier Carrier Performance—Outbound

Delivery • D aily records of performance are maintained.
Performance • C omplaints are responded to within 24 hours.
(10361)
• C arrier compliance is measured to contract by on-time delivery (carrier reported).
• R outing guides are in place and include expected service levels.
• S pecific carrier service level agreements are in place and specific lanes/routes or
customer requirements may be specified.
• Regular (minimum annual) reviews are held with carriers.
• A performance management program is applied equally across all modes of trans-
portation (e.g., rail, barge, air, etc.).
• Carriers have (as required/contracted) vehicle telemetric systems in place, to track
driver and vehicle performance and to provide a higher level of security.

4.5.4.3 Manage Fleet Management

Transportation • O wned or hired vehicles are fully utilized in a single shift, with limited double shifting.
Fleet (10362)
• T here are weekly measures of driver, tractor, and trailer utilization.
• T here is inbound/outbound flow coordination (e.g., backhauls).
• It is possible to automatically determine the optimal stops to include in a dynamic
routing environment.
• The optimal sequence and directional routing of stops are determined.
• There is in-truck communication with dispatch.
• D emand spikes and idle time are filled through cooperative agreements.

4.5.4.4 Process and Audit Proof of Delivery/In Transit Visibility

Carrier Invoices
• P roof of delivery is available from the carrier, if requested.
and Documents
(10363)
• C Rs can access offline confirmation of shipment location and delivery status.

Freight Payment/Audit
• Freight bill matching is performed on bill of lading location and date to prevent
duplicate payment.
• Batch-approved shipments and schedule for payment exist.
• F reight payment audit systems exist to validate ratings and eliminate multiple payments.
• C arrier compliance is measured to contract by invoice accuracy.
• T here is tracking of total freight cost.
• T here is a streamlined and automated freight settlement process.
• T here is an assessment of cost trade off of utilizing internal or external transportation
procurement and payment.

44
 Deliver Products and Services
Suggested Minimum Process Standard

4.5.5 Manage Returns: Manage Reverse Logistics (10342)

4.5.5.1 Authorize and RMA Authorization and Entry

Process Returns • There is a formal policy for handling returns.
(10364) • A return merchandise authorization (RMA) system is utilized.
• S tandard operating procedures have been established for processing returns by type,
value, channel, etc.
• Item identification is accomplished through product labeling and the use of barcode labels.
• A process is in place to accommodate product return without pre-approval. Process
includes approval loop and customer service notification.
• The data is manually entered into the order entry to process credit.
• T he WMS system fully supports the return process.
• T here is a dedicated call center operation for processing returns, and first level technical
support and problem analysis.
• A website can be used to track the full return process from shipment to disposition.

End User Returns Management

• The customer receives return instructions in the product package.
• T he customer is directed to contact the call center for RMA to provide user education
and prevent unnecessary returns.

Channel Returns Management

• Rule based returns are agreed on in the customer contract (e.g., time based requirements,
% of returns to sales requirements, etc).
• The customer can receive an RMA via call center or the Internet.
• The customer can receive an RMA and schedule a carrier pickup in the same transaction.
• The customer can track the status on the customer interface on the web.

Returns Inspection/Analysis
• Returns are processed according to standard receiving processes including the use of
Advanced Ship Notice (ASN) when appropriate.
• Incoming returns are given a damage assessment and coded for return reason.
• T here is a designated returns processing area.
• R eturns are inspected and quarantined or refused due to spoilage, infestation, hazmat,
and other aspects that may create unsafe and/or unsanitary conditions in the receiving
facility (as appropriate).
• Return inventory is aligned with cycle count process.

4.5.5.2 Perform Reverse Returns Logistics

Logistics (10365) • P roducts and components subject to “track and trace” requirements are handled
appropriately.
• The credit memo process awaits full inspection of returned products.
• The website provides return shipment tracking.
• R eturns are directed to a specific dock or limited to specific time windows (when
possible) to minimize errors and to improve utilization of dock workers.

End User Returns Logistics

• The customer receives a return merchandise authorization (RMA) label and call tag
with clear instructions to call for pick-up.

45
Deliver Products and Services

Suggested Minimum Process Standard

Channel Returns Logistics

• R MA shipping labels are included with original shipments.
• T he RMA label tracking number is captured during the shipping process for use in
identifying returns.

4.5.5.3 Perform Salvage Returns Quarantine

Activities (10366) • R eturns are moved to a secure area where there is sufficient and secure space to support
the disposition process.
• Items tagged for identification feature product identifiers with status/control numbers.

Returns Disposition
• Returns are classified on a timely basis and either resold, refurbished, or destroyed.
• D efective components are returned to suppliers for analysis.
• R ecords are maintained manually and presented periodically as necessary.
• N on defective products are returned to finished goods.
• Environmentally sound practices are employed for all items being destroyed or disposed
of. Procedures are in place to manage items that may create unsafe, hazardous, and/or
unsanitary conditions in the facility and are properly quarantined/secured.
• Adjustments to inventory are completed as an integral part of the returns process.
• The disposition for credit memo occurs within 5 working days of receipt. Finance
adjustments are completed in a timely manner and are initiated by the returns disposition
notification.
• Dispositions are performed according to the local regulatory environment.

4.5.5.4 Manage and  arranty Claims

W
Process Warranty • W arranties are well documented and clear to all employees processing returns.
Claims (10367)
• P roduct warranty and customer claims are tracked and used in product development
cycles.
• Product returns are linked to supplier warranty and the supplier is charged for any warranty
related repairs as allowed in contracts.
• A warranty analysis of defective components is developed with suppliers.

4.5.5.5 Manage Repair/ Repair—Return to Customer

Refurbishment • Items being repaired are properly identified and tagged to ensure return to the correct customer.
and Return to
• P roducts and components subject to “track and trace” requirements are appropriately
Customer/Stock
identified.
(14195)
• An individual “repair order” is assigned to each specific unit being repaired.
• T he customer is notified and authorization obtained prior to completion of repairs—
typically via telephone, fax, or e-mail.
• Any additional “warranty” or government mandated repairs specific to the unit being
serviced are addressed.
• Accurate repair orders promised date and order status information is available.
• C  ustomers are advised of goods that are near the end of service/shelf life, and
authorization is requested prior to repair.
• The customers are notified of available upgrades and/or revisions prior to repair.
• T he customer is notified and authorization is obtained if the product is not repairable.
Service/replacement options are offered at the time of notification.

46
 Deliver Products and Services
Suggested Minimum Process Standard

Repair/Refurbish—Return to Stock
• A close visual, electronic, or hydraulic inspection of all the components ensures the
quality of refurbished products.
• Products and components subject to “track and trace” requirements are appropriately
identified.
• Rebuild consumes any used parts stock prior to using new parts, according to “first
expiry, first out” (FEFO) rule.
• Completed, refurbished products pass same quality inspection as new.
• R efurbished products are properly identified as such—including revision levels. Products
are relabeled as required.
• Refurbished products are kept physically separate in defined storage areas, apart from
new products or virtually separate using specific model/SKU numbering.
• Inventory management considers refurbish stock.

Disassembly/Used Parts to Service Stock

• Close visual, electronic, or hydraulic inspection takes place of all components which are
to be placed in inventory.
• Components subject to “track and trace” requirements are appropriately identified.
• U sed components are kept physically separate in defined storage areas apart from
new components, or virtually separate using specific SKU numbering and component
markings.

47
Manage Customer Service

Suggested Minimum Process Standard

5.0 Manage Customer Service (10006)

5.1 Develop Customer Care/Customer Service Strategy (10378)
5.1.1 Develop Customer Segmentation
Customer Service • F avorable trading terms are primarily used to prevent customer defection.
Segmentation/
• W ell-defined segments are targeted with varying service levels.
Prioritization (e.g.,
tiers) (10381) • C ustomer segmentation is used to deliver a branded customer experience.

Measuring Customer Profitability

• Individual customer profitability is the result of deducting direct labor, allocated support
labor, and allocated material costs from income.
• Reports are produced quarterly.
• C ustomer profitability is shared internally across the business and used for decision
making.

5.1.2 Define Customer Customer Service Policy

Service Policies and • F irst contact resolution is achieved for most requests.
Procedures (10382) • T raining is provided for customer-facing employees.
• C ustomer self-service options include order inquiry, credit/financial inquiry, product
inquiry, and account status.
• The web is used as a customer service vehicle and to “up sell” services.
• T he appropriate technology supports customer service processes.

5.1.3 Establish Service  stablish Customer Service Requirements

E
Levels for • P rocesses for establishing customer requirements focus on product and service reliability.
Customers (10383) • P erformance metrics are set and measured.

Communicating Customer Service Requirements

• All customer service requirements are clearly understood by the key managers within
the organization.
• Service levels are established for key customer segments to improve satisfaction.
• T he majority of the requirements are understood by all customer-facing personnel.
• S ervice levels are consistent with the organization’s objectives.
• A ppropriate technology development is planned in parallel to the business plan and
current customer requirements.

Customer Requirement Documentation

• A standard statement of work is used for major customers, but the format can vary by
customer.
• Processes for establishing customer requirements focus on product and service reliability.
• T he role of the business owner as key customer contact and interface is clearly evident
to all personnel.

Customer Business Reviews

• Business reviews (BRs) take place with the top 75% of customers, at least quarterly.
• B Rs are well structured and usually include preparation with customer involvement.

48
 Manage Customer Service
Suggested Minimum Process Standard

5.2 Plan and Manage Customer Service Operations (10379)

5.2.1 Plan and Manage Scheduling Customer Service
Customer Service • F irst tier support is available 24x7 (may not be applicable to all industries).
Workforce (10387) • S econd tier support is available during business hours only and usually by return call.
• T here are written job descriptions and expectations.

Measuring Customer Service

• Complaints analysis used to highlight and resolve internal problems with CSR or
customer service processes.
• Audits conducted on customer service activate the internal improvements identification
process.
• Key indicators (data points) are captured regarding call volume, resolutions, and
escalations.
• Customer service representative performance is reviewed internally on a quarterly basis.
• If managed by third party, customer service representative performance metrics are in
place and reported as part of contract requirements.

5.2.2 Manage Customer Service Requests/Inquiries (10388)

5.2.2.1 Receive Customer Customer Request/Inquiry

Requests/Inquiries • Informal software (e.g., multiple formats such as Word, Excel, or Access) or a customer
(10394) relationship management (CRM) system provides customer tracking and input to CSRs,
to keep the customer informed.
• Provide CSRs well-defined support functions for inquiry management.
• L ogging of all customer inquiries takes place to ensure a correct response and that
all inquiries are answered (closed).
• The customer can receive support via call center
• C SRs have the necessary language skills to support selling geographies.

5.2.2.2 Route Customer  ustomer Request/Inquiry Process

C
Requests/Inquiries • T he process for resolving the most common inquiries is defined.
(10395)
• E scalation path for non-routine inquiries is known to initial contact personnel.
• E scalation is defined for issues that cannot be resolved on the phone.

5.2.2.3 Respond to Customer Request/Inquiry Response

Customer • C SR has visibility into customer account and order information to support customer
Requests/Inquiries inquiries.
(10396) • Employees are empowered to act on customer inquiries to improve brand image.
• Formal processes are in place to close the loop on inquires, and requests are tracked
through to resolution (including response/deliverables from outside of the organization).
• There is resolution of >80% of all inquires during the initial call.
• A defined escalation path exists for those technical inquires that cannot be resolved
over the phone.
• The process for resolving most common inquiries is defined and is part of the system
knowledge base.
• The escalation path for non-routine inquiries is known to initial contact personnel.
The path is clear and documented with contact information.

49
Manage Customer Service

Suggested Minimum Process Standard

5.2.3 Manage Customer Complaints (10389)

5.2.3.1 Receive Customer Customer Complaints
Complaints (10397) • A customer can receive tech support via call center.
• S ervice parts orders are given priority (e.g., emergency parts orders).
• T he process for resolving the most common complaints and technical inquires is defined
and is part of the system knowledge base.

5.2.3.2 Route Customer Customer Complaint Process

Complaints (10398) • T here is a defined escalation process for technical issues that cannot be resolved on
the phone.
• The escalation path for non-routine complaints is known to initial contact personnel.

5.2.3.3 Resolve Customer Customer Complaint Resolution

Complaints (10399) • 8 0% of all technical issues are resolved during the initial call.
• All technical issues are resolved within 4 hours, and with a maximum of one call back.
• F ormal processes are in place to close the loop on issues and increase customer
satisfaction.

5.2.3.4 Respond to Customer Complaint Response

Customer • T he source of complaint is recorded to track trends.
Complaints (10400)
• F ast resolution of customer complaints leads to higher customer satisfaction—which
is periodically measured.
• Customer complaint tracking and reporting meets applicable regulatory (e.g., GMP/
GDP, consumer product safety) and reporting requirements.
• A formal process is in place that links customer complaints with corrective and preventive
action teams.

5.3 Measure and Evaluate Customer Service Operations (10380)

5.3.1 Measure Customer Measuring Customer Service

Satisfaction with • T he complaints analysis is used to highlight and resolve internal problems.
Customer Requests/ • A udits are conducted on customer-by-customer basis to identify internal improvements.
Inquiries Handling
• T he sources of customer service complaints are recorded to track trends.
(10401)

Customer Satisfaction Reporting

• The performance to customer inquiries is reviewed internally on a quarterly basis.
• C ustomer satisfaction is measured or otherwise determined.
• M ajor complaints are tracked and categorized
• A ction is taken as management sees fit, based on “noise” level.

5.3.2 Measure Customer Customer Satisfaction–Complaint Resolution

Satisfaction • C
 omplaint handling performance is reviewed internally on a quarterly basis to a set
Customer of KPIs.
Complaint Handling
and Resolution
(10402)
50
 Manage Customer Service
Suggested Minimum Process Standard

5.3.3 Measure Customer Customer Satisfaction—Products and Services

Satisfaction with • T he source of product complaint is recorded to track trends.
Products and • A periodic survey of product and service satisfaction takes place.
Services (10403)
• C ustomer satisfaction with products and services is measured in various ways, and the
results are used to drive improvement.
• Information from product returns is used to reduce cost and recurrence.
• A third party may be used to conduct customer satisfaction audits.
• D ata from problem reporting is used to avoid repeating past product problems or
defects.
• Some functional “silos” may still exist between customer service and product engineer-
ing or marketing with no formal feedback loop in place.

51
Develop and Manage Human Capital

Management and Support Processes

Suggested Minimum Process Standard

6.0 Develop and Manage Human Capital (10007)

6.3 Develop and Counsel Employees (10411)

6.3.2 Manage Employee Employee Performance

Performance • M eaningful measures are used to assess the effectiveness of the performance measure-
(10470) ment system.
• The employee performance review infrastructure enables managers and their reports to
communicate performance measurement information.
• Employee feedback and development of second tier employees becomes an important
part of the talent development strategy.
• Technology is used to automate and streamline employee development and performance
management processes.

6.3.4 Manage Employee Employee Development

Development • L earning management systems are in place (customization is minimized).
(10472)
• D evelopment of internal employees to meet talent demand of the enterprise is routine.
• L eaders take an active role in developing employees and making employees feel valued
by the organization.
• Technology is used in the integration process of talent management.
• A formal process is in place to manage talent and to identify and develop successful
employees.

6.3.5 Develop and Train Training Plan

Employees (10473) • F ormalized training plans and programs exist by function/role.
• T raining curriculums are routinely updated and are linked to strategic objectives.
• F ocus is on the training and support of first level managers.
• A ccess to training and training information is widespread.
• T rain-the-trainer is the preferred mode of teaching.

Training Program
• Appropriate workplace standards exist on safety, affirmative action, etc., and are part
of new hire training.
• Safety teams exist and train co-workers.
• T here is a formalized training program by function/role.
• T raining and processes are tied to key performance indicators.
• M ost jobs have a cross-training plan used to develop multi-skilled employees.
• A large percentage of employees are cross-trained to perform additional jobs—but not
with equal skill.
• Teams are beginning to be a part of the operational philosophy within the organization.
• S elf-directed work teams are currently being adopted within manufacturing and other
functional areas.

52
 Develop and Manage Human Capital
Suggested Minimum Process Standard

Employee Communication
• A n ad hoc communication system helps ensure that all employees receive all of the
information, news, and requirements they need to perform their duties.
• Open communication systems are being developed and deployed.
• E mployees generally feel they are getting the full picture, but there may be a hesitation
to open up about “real issues” for fear of reprisal.

Training of Customer Facing Employees

• A formal training program and manual for CSRs is supported by a minimum of one
week’s training.
• CSRs receive basic training before an active assignment, and complete all required
training within 60 days.
• Specifications are in place to govern the minimum number of hours or days of training
required.
• Training certification is managed by the department head.
• F ull (100%) product/service training requirements are defined for CSRs.
• K ey stakeholders have reviewed and approved training materials for all customer
facing roles.
• Training materials are always accessible and up to date.

Lean Training
• Leaders from major departments (finance, HR, IT, sales, marketing, manufacturing,
distribution, etc.) are aware of the concept of Lean.
• Management and supervisory level employees have begun the educational and oper-
ational transition to the philosophy of Lean and are supportive of the plan, but are not
yet completely aware of the their role.
• Operating departments have developed a Lean training plan and include training
targets in the performance metrics.

6.4.1 Develop and Rewards and Recognition

Manage Reward, • A formal program is in place for employees to participate in communities of practice.
Recognition, • T he overall recognition program includes rewards for innovativeness.
and Motivation
Programs (10494)

6.6 Manage Employee Information (10414)

6.6.5 Develop and Employee Metrics

Manage Employee • A demonstrated accountability for employee measures and measurement systems exists.
Metrics (10526) • E mployee metrics are reviewed periodically to balance long-term strategic priorities
with short-term issues.

53
Manage Information Technology

Suggested Minimum Process Standard

7.0 Manage Information Technology (10008)

7.1 Manage the Business of Information Technology (10563)
7.1.1 Develop the IT System Strategy
Enterprise IT • T he software has been substantially aligned with key business processes.
Strategy (10570)
• A ppropriate process changes are made during systems implementation.
• E ffective IT governance is in place resulting in better decision making, reduced
technology costs, and increased profitability.
• A combination of legacy and best-of-breed technology is applied throughout the
organization.

Systems Integration
• Different systems and/or databases are combined (using batched processes) to meet
current needs.
• Differing systems exist at multiple sites but are aligned to support the business.
• C ritical data is updated and backed up daily.
• S ystems are moderately scalable.
• Inter-systems data integration is accomplished through batch EDI processing for order
and shipment transactions (or other enterprise-wide data).
• IT systems integrate operations and support financial, operational, sales, and marketing
decisions.

Data Management Standards

• The enterprise is a member of trade associations and/or other industry bodies that are
active in standards making efforts.
• There is some use and support of industry standard formats and standards (EDI, XML,
etc.) for the electronic exchange of primary business documents (order, invoice, etc.).
• Data accuracy exceeds 96% across all systems.
• A continuous improvement process is in place to increase data accuracy.
• F inancial data accuracy complies with requirements of Sarbanes-Oxley Public Accounting
& Investor Protection Act.

IT Systems Support
• Good systems support results in infrequent disruptions.
• T he system is supported 24/7/365 with onsite personnel during business hours and
on-call personnel outside of business hours.
• Employees are well trained in current system functionality.
• T he system is backed up daily at an offsite location.
• T he system is secure.

7.3 Manage Business Resiliency and Risk (11216)

7.3.1 Develop and Business Continuity Planning
Manage Business • T here is an outline available for an effective crisis reaction approach.
Resilience (11217) • S cenario plans are developed for alternative situations.

Disaster Recovery
• Documented system disaster recovery plan is in place and communicated.
• D ata files are backed up daily and kept in secure offsite storage.
54
 Manage Information Technology
Suggested Minimum Process Standard

7.3.4 Develop and Security and Data Protection

Implement Security, • A ll system access is controlled by username and password.
Privacy, and Data
• C ustomers and suppliers cannot access data which supports other customers or
Protection Controls
suppliers.
(11220)
• Internal systems are not directly accessible from the Internet.
• N ormal industry practices are in place to support transaction security.

Privacy Control
• A privacy strategy and program is in place for the enterprise.
• T he privacy program is published and describes actionable procedures for stakeholders.
• U ser and operator classifications have been developed for sensitive information (roles)
including supply chain partners.
• Sensitive information is protected with physical, technical, and procedural safeguards.

7.4 Manage Enterprise Information (10565)

7.4.1 Develop Master Data Management

Information • M aster data management success depends upon data stewards made up of cross-
and Content functional teams to enact quality standards.
Management
• The senior management team understands and supports data management and
Strategies (10583)
commits personnel and resources as required.
• Executive level management sees data management as a strategic asset (to some extent).
• D ata management goals are shifting from problem management to problem prevention
and may be viewed at an enterprise level.
• Business rules are standardized and enforced at the department level. There are some
enterprise-wide business rules.
• Business rules capture documented processes.

Data Quality
• Data quality processes are focused on near real-time activities and preventative data
quality rules.
• Ongoing data monitoring is conducted.
• T ools are in place to audit and analyze data.
• A defined profiling process is in place.

Data Accuracy Management Measures

• Data metrics are captured and compared to historical values and targets. Metrics may
be compared to industry standards.
• Metrics are captured and used for improvement.
• D ata accuracy exceeds 96% across all systems.

55
Manage Financial Resources

Suggested Minimum Process Standard

8.0 Manage Financial Resources (10009)

8.2 Perform Revenue Accounting (10729)

8.2.1 Process Customer Customer Credit Processing

Credit (10742) • C ustomers are billed accurately and on time (as appropriate).
• F inancial incentives and performance goals support collaboration between sales and
credit functions.
• Credit management software is used to reduce time and expense of credit processing.
• C redit memos are issued in a timely manner after full inspection of returned products.

8.2.3 Process Accounts Payment Processing

Receivable (AR) • T here is the capability to receive payment by check, wire transfer, or electronic funds
(10744) transfer (EFT).
• Payments are applied to accounts within one business day.
• A ll payment and transaction information is kept secure and confidential.

8.6 Process Accounts Payable and Expense Reimbursements (10733)

8.6.1 Process Accounts Accounts Payable Process

Payable (AP) • M onthly consolidated invoicing is against blanket orders.
(10756) • T here is pay on receipt and self billing for a selected number of high transaction
suppliers.
• Accounts payable (AP) systems are integrated with other systems.
• S tandardized systems and policies are in place providing one face to the customer.

56
 Manage Environmental and Health Safety
Suggested Minimum Process Standard

10.0 Manage Environmental Health and Safety (EHS) (11179)

10.2 Develop and Execute Health, Safety, and Environmental Program (11181)

10.2.4 Record and Manage Security

EHS Events (11191) • N ormal security precautions are effective in protecting customer and enterprise materials
and intellectual property.
• Employees are reasonably safe and secure in the workplace.
• N o significant security issues or events exist.
• R easonable steps are taken to ensure that employee, customer, and supplier material and
property are protected.
• Use of video surveillance in critical areas, to include live monitoring and recording.

Safety
• Safety is integrated into most aspects of the business, and most employees recognize the
importance of safety in the workplace.
• The level of OSHA reportable accidents is 3-5 and lost workday index is .3-.5.
• A safety committee exists at the corporate level, but may not be widely supported at the
department level.
• Annual fire and safety drills occur.

Risk Management
• Normal business risks are anticipated and addressed.
• T he enterprise is compliant in all local and regional regulations and reporting.

10.5 Ensure Compliance with Regulations (11184)

10.5.3 Comply with Environmental Compliance

Regulatory • Environmental controls are integrated into most aspects of the business and most employees
Stakeholders recognize the importance of control or elimination of hazardous waste in the workplace.
Requirements • Actions are underway to become ISO 14001-2004 compliant and to implement new con-
(11200) trols to minimize the opportunity for an EPA listed incident.
• No EPA listed incidents have occurred/been reported in the past two years.

57
Manage Knowledhe, Improvement, and Change

Suggested Minimum Process Standard

12.0 Manage Knowledge, Improvement, and Change (10013)

12.1 Create and Manage Organizational Performance Strategy (11071)

12.1.1 Create Enterprise Measurement Model

Measurement • A ll stakeholders are involved in the development of corporate performance measures
Systems Model to achieve buy-in.
(11075) • A measurement system is developed with accuracy and “ease of use” as primary
objectives.
• Measures that are used can be collected easily and are understood by all stakeholders.
• T he measurement system is embedded into daily operations.
• E mployees are trained to understand the linkage between outcome measures and the
work they do daily.
• The enterprise measures what matters.
• T he number of measures tracked is limited to the higher levels and to the essential few.
• T he performance measurement system is linked to other programs, such as compensa-
tion, rewards, and recognition.
• The importance of the measurement system is effectively communicated throughout
the organization.
• Executive level support for the measurement system demonstrates its importance to
the enterprise.
• A balanced scorecard approach is used to measure progress against the strategic
plan.

12.1.2 Measure Process Process Metrics

Productivity • B asic productivity and customer metrics are taken and used to improve products
(11076) and services.
• Measures are only collected when the results are used to drive improvement.
• E mployees control the results of their measures.
• D ata is converted to information, following analysis of trends and unusual variation.
Effects are tied to causes.
• Action is taken to remove or avoid chronic problems.
• M etrics are used by key employees and managers to drive the business.
• T echnology appropriate to the enterprise and the task is used to collect, analyze,
and report metric data.

12.2 Benchmark Performance (11072)

12.2.1 Conduct Audits and Assessment

Performance • T he quality department facilitates regularly scheduled internal audits using cross-
Assessments functional teams with varying degrees of auditing expertise.
(11083)

58
 Manage Knowledge Improvement, and Change
Suggested Minimum Process Standard

12.2.3 Conduct Process Benchmarking Process

Benchmarking • S enior management supports benchmarking.
(11085) • T he scope and objectives of the benchmarking effort are clearly defined.
• T he enterprise has a good foundation of data in the areas to be benchmarked and
the team understands historic performance.
• The communication process is regular and frequent.
• B enchmarking teams have adequate resources.
• R ecommendations are developed broadly, with all operating processes involved.

Process Benchmarking
• T he enterprise recognizes internal process best practice—some sharing across enter-
prise—although the methodology for sharing may not be formalized.
• There is a defined process to gather external process benchmark data.
• Internal best in class processes are turned into standard work instructions used to turn
tacit knowledge into institutional knowledge.

12.2.4 Conduct Competitive Product Benchmarking

Competitive • T here is a defined process to identify competitors.
Benchmarking • C ompetitor capabilities are well understood and considered during the new product
(11086) design and introduction process.
• Current products are clearly positioned relative to the competition.
• T he enterprise uses benchmarking data from industry groups.
• S enior management understands the enterprise’s performance in terms of their
competitors’ performance.
• The enterprise looks outside of their industry for examples of world class performance
at the process level.
• The enterprise participates “anonymously” to support industry level benchmarking.

Customer Benchmarking
• Enterprise performance is benchmarked to customer expectations.
• C ustomers may participate in the benchmarking process.
• P erformance gaps are identified and closed.

12.3 Develop Enterprise-Wide Knowledge Management (KM) Capability (11073)

12.3.5 Manage the KM Procedures

Project Life-Cycle • A ll key processes and subordinate work instructions are fully documented.
(11099) • ISO 9001:2008 or other suitable standards form the basis of the process viability.
• A well-defined, documented, and followed escalation path is in place for all functions.
• All regulatory standards are met or exceeded.
• P rocess documentation and recordkeeping complies with requirements of Sarbanes-
Oxley Public Accounting & Investor Protection Act.

59
Manage Knowledhe, Improvement, and Change

Suggested Minimum Process Standard

Process Control
• A robust system for the use of a variety of process control tools by operations and the
quality organization is in place.
• Data drives the continuous improvement effort.
• P rocesses are fully documented.
• P rocess documents and ancillary illustrations or flowcharts are actively used to direct
delivery of products and services.
• A good system exists for ensuring that only the most recent document versions are
available.
• Records are generally accessible, but are not always efficiently and quickly located.
• T he system used to manage the process has version control functionality.

Process Validation
• Cross-functional teams have the freedom and tools to identify, prioritize, and solve critical
problems.
• Data integrity is established and an effort is made to ensure that the right things are be-
ing done in the right ways.

12.4 Manage Change

12.4.3 Implement Change (11136)

12.4.4 Sustain Quality Manual

Improvement • A comprehensive quality manual is controlled and updated regularly, and is readily
(11137) available to all employees.
• The quality manual is tied to business processes and work documentation.
• T he quality manual is frequently used in orientation, training, and to direct work.

Quality Policy
• A strong quality policy has been cooperatively developed and prominently displayed.
• T he quality policy focuses on meeting and/or exceeding customer requirements and
needs.
• The quality policy engages everyone—most employees can express the policy in their
own words.

Quality Planning
• A comprehensive, measured, cross-functionally developed quality plan is in place cover-
ing critical aspects of product, service, and operations.

Quality Deployment
• The quality function manages formal cross-functional teams with all areas represented
and participating.
• Formal criteria are in place for the escalation of problems.
• T he quality function has authority to direct, access, and manage all quality related
functions—including quality systems, quality processes, measurement, regulatory
compliance, ISO, and process quality engineering.
• Resistance is moderate.

60
 Manage Knowledge Improvement, and Change
Suggested Minimum Process Standard

Quality Training
• A formal system of quality training has been defined for at least upper level managers
and employees.
• Detailed training records are current and available.
• R equired skills for each position are documented and employees are required to certify
competence against these skills.

Communication—Quality
• A formal (but not necessarily extensive) communication process is used to reach custom-
ers, suppliers, employees, and the community.
• Employee feedback mechanisms exist.

Corrective Action
• A corrective action reporting system exists for tracking problems.
• A ctions are taken on major recurring issues.

Preventive Action
• Focus is on learning from mistakes and on preventing past problems from recurring.

Continuous Improvement
• Ad hoc teams attack chronic problems or focus on fixing individual processes.

61
 The Council of Supply Chain
List of Contributors Management Professionals (CSCMP)
is the preeminent worldwide
The Council of Supply Chain Management Professionals and Supply Chain Visions professional association of supply chain
thanks the following organizations that provided resources for the development and management professionals. Our mission
review of these standards: is to lead the evolving supply chain
management profession by developing,
AGTA International Paper advancing, and disseminating supply
Altos Management Partners Intuit chain knowledge and research. We
provide opportunities for supply chain
Applica Consumer Products, Inc. KB Ackerman Company professionals to communicate in order
to develop and improve their supply
APQC Kuehne & Nagel Lead Logistics chain management skills, identify and
conduct research which adds to the
ARC Advisory Group Massachusetts Institute of Technology
knowledge base of supply chain theory
Arvato McHale Quality Systems and practice, and create awareness
of the significance of supply chain to
Auburn University Menlo Logistics business and to the economy. CSCMP
is a not-for-profit corporation
C.F. Lynch & Associates Michigan State University
founded in 1963.
California Manufacturing Technology Murphy Warehouse Company
Consulting APQC is a leading resource for
Oracle performance analytics, best practices,
Cellstar process improvement, and knowledge
Ozburn-Hessey Logistics
management worldwide. Our research
Central Michigan University studies, benchmarking databases, and
Parts River
Chain Connectors renowned Knowledge Base provide
Pennsylvania State University managers with intelligence that they
Chain Link Research can use to transform their organizations
Radio Systems Corp (PetSafe)
for better results. Spearheaded by
Chagrin Consulting Associates APQC, the global Process Classification
River Oaks Resources
Computer Sciences Corporation FrameworkSM (PCF) and Open Standards
Saddle Creek Benchmarking CollaborativeSM (OSBC)
CTSI research helps executives benchmark
Sonoco
comparable business processes. APQC
Cummins, Inc. is a member-based nonprofit
Summit Concept
Decision Wise founded in 1977.
Supply Chain Insights, LLC
Deloitte Supply Chain Visions is a specialized
The Coca-Cola Company
Exel consulting firm dedicated to assisting
The Ohio State University companies with supply chain strategy
Expeditors development, implementation, and
The University of Tennessee education. Our expert advice and
Freese & Associates collaborative approach help clients
Tranzact Technologies
Georgia Southern University develop solutions that are strategic
University of South Florida as well as practical, cost effective,
Gold & Domas Research and focused on driving measurable
Voluntary Inter-Industry Commerce performance improvements. Blending
Gulfstream Standards Association true thought leadership with real
world experience, we help clients
Gross and Associates Welch’s
find answers to questions. Supply
IBM Western Electronics Chain Visions is a certified woman-
owned S-Corp, founded in 2002.
Infor Global Solutions WMH Tool Group

The World’s Leading Source for the Supply Chain Profession.™

62
 CSCMP Suggested
Minimum Supply
Chain Benchmarking
Standards
eBook Edition