Executive Briefings

Which Are the Metrics That Matter?

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


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