Total Customer Support Metric
Date & Time
Tuesday, June 20, 2023, 8:30 AM - 10:00 AM
Session Type
Breakout Session
Customer Response

Here’s our evolution to this point: we first cared predominantly about facing fill. Then we created the concept of order-to-delivery fill which included broader network performance. Then, realizing that this didn’t have direct customer impact, we began to measure “dealer off-the-shelf fill” which shows what parts are at the dealer when the customer needs the parts. However, consistency in measurement has suffered, and we think it's partly because we’ve always segregated this topic to our Retail Inventory Management (RIM) experts. We’re bringing dealer off-the-shelf fill to the mainstream NAPB conference as a “Total Customer Support” metric, answering questions such as:

• What is Total Customer Support?
• Why does it succeed? When does it not succeed?
• What will it take to begin measuring Total Customer Support at every OEM for NAPB?

Eric Francucci