Should the business be rational or emotionnal ? Why Our emotions can be more rational than we think ? What are the risks when emotions overule the rational ? How Both Logics can play Key Roles In supply chain decision making ? In order to discuss those questions we will cover the following 3 parts.

1. BE CUSTOMER
ORIENTED
SUPPLY CHAIN MANAGEMENT : BALANCING BETWEEN RATIONAL THINKING & EMOTIONAL THINKING

2. HARRY GORDON
SELFRIDGE
-
1858 –1947
The customer is always
right

3. Who are your internal customers ?
Porter’s chain

4. The human behavior psychology

5. High revenues
Many disruptions
High inventory
NATURAL BEHAVIOR
Communicators
Creatives
Analytical
SKILLS
Marketing & Sales
Mindset

6. Operations
Mindset
Low production change
Low service level
High inventory
NATURAL BEHAVIOR
People management skills
Persuasive & influencer
Emotional & non analytical
SKILLS

7. Finance
Mindset
Low production cost
Low inventory
Low service level
NATURAL BEHAVIOR
Excellent analytical skills
Excellent comunicators
High level business knowledge
SKILLS

8. If you want to go fast, go alone.
If you want to go far, go together..
-
African proverb

10. Are you walking in your customer shoes?
Can you describe a
day in life of your
customer?

11. Are you asking for feedback?
We all need people
who will give us
feedback.
That’s how we
improve

12. What if the customer asks for the moon?

14. Your
Take away
-
BE CUSTOMER
ORIENTED
o Identify customers
o Know them well, know their behavior
o Ask for feedback
o Everything has a price