USING THE CUSTOMER/PRODUCT ACTION MATRIX TO ENHANCE INTERNAL COLLABORATION
针对运营导向与客户导向分离导致供应链整合困难的问题，本文提出客户/产品行动矩阵工具，帮助管理者制定兼顾两者的战术与战略计划，在优化产品组合的同时提升客户服务。
Despite significant attention being paid to the merits of an integrated supply chain, research continues to show integration implementation is not as easy as managers may hope. Integration efforts are often hindered by the separation between operations‐focused and customer‐facing orientations, which promote different measures, objectives, processes, and decisions. This paper provides a tool, called the Customer/Product Action Matrix, that enables managers to develop tactical and strategic plans that incorporate both operations‐focused and customer‐facing considerations to better enhance customer service while prioritizing product mix decisions.