Metric Blueprint Project provided the overall strategic roadmap for Customer Operations to design and implement metrics aligned with corporate level executive management dashboards. The Blueprint design created measurable internal and external stakeholder value. It transcended strategy, Trade/Specialty Account Management, Finance, Sampling and Technical Operations.
The foundational process frameworks were built on four key business areas/processes, Order to Cash (OSC), Channel/Customer, Returns and Samples. The frameworks also utilized a pyramidal metric structure and a “business scorecard’ approach consisting of (4) categories, Channel, Customer, Operations and Financial.
1. Detailed Metric Blueprint Plan operationally executed.
2. Metrics implemented and supporting organizational changes implemented
3. Customer Operations became elevated as a “go-to” organizational and critical in supporting launches, and provided a new robust a channel management capability
4. DSA contracts were adjusted, and demand metrics implemented