Posted in Operations and Supply Chain Terms, Total Reads: 422
Definition: Chain of Customers
Richard Schonberger is considered to be the person to have introduced the concept of Chain of customers. It is based on the premise that every department in a company has its own customers, extending right upto the main customer to whom the product is sold.
Let us consider 3 main departments of a typical company to be Design, Operations, and Marketing. Each department is a customer of the other in the entire value chain. Operations is a customer for Design, Marketing is a customer for Operations and so on.
Chain of customers explains that in the entire chain, the desire of every customer remains the same. Every customer wants a quick response, on time delivery, better quality and flexibility. This creates a chain of customers who want to keep their immediate customers happy and thus increasing the overall efficiency and quality of the product.