HENKEL strategy of the company , which in our case is to create an amazing customer experience with our technologies . By doing so , we ensure that we are always aligned with our overarching goal , and that every step we take is working towards achieving that goal .”
Kirchner says that it ’ s important to put this indicator in place to ensure that momentum is not lost as progress is made . “ Additionally ,” he says , “ the truth is that people need encouragement , and seeing the North Star KPI rising is a clear sign that progress is being made towards the company ’ s vision . To achieve this , we reviewed our current service KPI and brought in the perfect order measurement .
Fixing a kitchen worktop with Pattex
The perfect order The difference between the perfect order measurement and other internal data is that with the perfect order , Henkel is able to cast its net much wider , capturing data points from the customer ’ s perspective as well . By doing so , they are able to take into account the actual time of arrival ; what the customer requested initially ; and what Henkel have promised to deliver . “ By measuring progress against these external data points , we can be sure that our customers will feel the difference ,” Kirchner says .
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