Wednesday, June 18, 2008

Value Chain/Supply Chain Benchmarking and Studies Report Update

This is the latest revision of the supply chain and value chain benchmark report and studies list.

Recently, as I was searching for KPIs and metrics, I stumbled across the American Customer Satisfaction Index (ACSI).

One of the few benchmarking services that I have found that specifically attempts to measure customer satisfaction, the ACSI is administered by the National Quality Research Center at the University of Michigan's Ross Business School. Research support is provided by the Business School, the American Society for Quality (AQS), and the CFI Group.

According to their information page:

ACSI reports scores on a 0-100 scale at the national level and produces indexes for 10 economic sectors, 43 industries (including e-commerce and e-business) and more than 200 companies and federal or local government agencies. In addition to the company-level satisfaction scores, ACSI produces scores for the causes and consequences of customer satisfaction and their relationships. The measured companies, industries, and sectors are broadly representative of the U.S. economy serving American households.

The ASCI website also lists corporate sponsorships from some of the premier firms in the United States. It is possible, according to the website, to obtain additional services that allow benchmarking with your peers, with companies outside your industry, and to use predictive capabilities to estimate how your performance in satisfying your customers will effect your future business performance.

The surveys are links which are clickable and should open to their respective sites. I envision that future additions will add more benchmark reports, provide a short description for the surveys, and identify what part of the value chain / supply chain is included in the report.If you are aware of a benchmarking study or resource that should be included in this report please let me know.

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