This coming weekend will see the celebration of Mother’s Day! It is a day to show our moms, grandmas and nanas how much we care and appreciate all the things they do for us.
Our moms are our rocks, helping us through the good and the bad times. What things can moms do, that no one else can? Pretty much everything. Regardless of how old we are, we’ll always need our moms, I know I will!
Moms are so influential over their children. They can serve as our role models throughout our lives. So what lessons can we learn from these incredible women that can also have an impact on the supply chain industry?
Reliability
If there’s one word to describe a mom it’s reliable. She is always there when you need her. She’s punctual, dependable and consistent. Without a doubt, a mom will be always on-time to take and pick you up from school. It takes vigorous planning and recognizing potential setbacks for a mom to organize not only her day, but yours as well.
Reliability is key in the supply chain as everything is dependent on on-time delivery. As stated in the industry’s name, it is a chain, or a network of chains that can easily be broken. Late deliveries lead to late production and therefore, a knock-on effect is had on the entire supply chain. This risks the integrity of the company, as a late customer delivery leads to an unsatisfactory service and could create a bad reputation. It also risks the stability of a supplier’s or manufacturer’s contract if they are not delivering a reliable service.
Maintaining on time delivery is so important to companies. Just last week, Panera Bread announced its plan to introduce 10,000 new jobs in order to expand its delivery services. Its aim is to create a more reliable service with more drivers and a new order tracking system. It shows how the company is thinking of the customer and expanding their options for deliveries. A high-quality, reliable experience is definitely one of the highest items on Panera’s list.
Loyalty
Moms support us no matter what. Loyalty is a strong family concept and abundantly seen between a mom and her kids. It starts with listening and having the ability to understand what’s wrong. This is called mother’s intuition. A mom is committed to looking after her kids and this is what aids them in their success for making the right decisions.
This attribute can come in many different forms when referenced to companies; brand loyalty, customer loyalty as well as loyalty to a certain topic e.g. sustainability. All of these examples influence the success of a company and the direction it takes. It affects the supply chain as it must tailor operations to meet targets and standards set, not only by customers, but also by itself. Loyalty is a quality which shows strength and reinforces a workplace ethic.
This April, Ikea was recognized for its commitment to sustainability for the 9th consecutive year. It has created a culture of environmental awareness which has benefited everyone throughout the supply chain, especially its workers. Ikea has awarded nearly 200 of its Canadian workers with solutions to live a heathier life at home, including $500 of its products as well as energy and water saving solutions. Its loyalty to sustainability has changed production practices with an overall improvement on worker and customer satisfaction, and ultimately the environment.
Patience
Being patient is one of the hardest things to do, especially when you’re a mom. Kids are constantly seeking attention and asking endless amounts of questions, e.g. `when’s dinner ready?’, ‘can you take me…?’, ‘MOM! I can’t find… can you look for it?’. It takes a calm mind and a lot of understanding to handle this in an effective manner (not getting angry).
In regards to the supply chain industry, patience is important when dealing with customers. Addressing customer questions and concerns individually rather than as a collective, for example, shows genuine concern and true awareness of customer needs. Customer satisfaction is key and it must be remembered that they are not all the same person.
This is particularly relevant in the retail sector. Customer service has a strong influence on how customers feel about a product, as it’s typically the only direct, personal contact they have throughout the supply chain. In January this year, a Target cashier kindly helped an elderly lady count her change and package her items for her. Through being patient with the customer, it creates a more satisfying experience, and in this case, showed how customers should be dealt with individually. The cashier’s behavior was recognized and praised by other customers, which shows how customer service is vital to operations and overall corporate image.
Closing thoughts
The need to embrace these aforementioned characteristics is essential to help ensure supply chain success. Through being reliable in terms of delivery, the whole supply chain can function in an effective way. Loyalty helps support and direct operations with a set goal. Lastly, patience is crucial, especially in customer services, as the customers determine the success of a product, ultimately affecting the supply chain. Moms are important to us all, but so is the supply chain industry!
Happy Mother’s Day to all the moms reading!
