Improving Performance in Supply Chain

Abstract

The performance has different meanings and ways of defining and measurement. One cannot evaluate the supply chain of a company without using the concept of performance. There are two ways of measuring it: with qualitative and with quantitative instruments. The quantitative measures include financial and non-financial appraise. This article analysis some of the most used metrics. Resources, flexibility and output are listed among them. The non-financial performance measurements will be analysed from the point of view of the company as well as from the point of view of several of its main customers. The customer evaluation will be used in the second stage for describing the qualitative performance of the analysed supply chain. Customer satisfaction score, customer effort score and net promoter score will be calculated as framework for the qualitative performance of supply chain. The results will provide managerial information for the improvement of this supply chain