Customer Service and S&OP By Patrick Bower

Customer service leaders have direct access to a wealth of demand impacting information. They know more than anyone else how customers are behaving and any upcoming events or issues that will impact demand for any given period. The information they hold alters the shape of your demand curve, your supply requirements, financial pacing, and fill levels. Why then is Customer Service seldom included in the S&OP process? This article discusses what kind of customer information they have access to and how you can leverage it for more accurate forecasts and demand plans.