Scor Framework

Supply Chain Operations
Reference Model
Revision 11.0
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Table of Contents
Introduction i
Metrics 1
Reliability 1.1
Responsiveness 1.2
Agility 1.3
Cost 1.4
Assets 1.5
Processes 2
Plan 2.1
Source 2.2
Make 2.3
Deliver 2.4
Return 2.5
Enable 2.6
Practices 3
Emerging 3.1
Best 3.2
Standard 3.3
People 4
Skills 4.1
Special Applications 5
GreenSCOR 5.1

Introduction

Introduction to SCOR
Summary
The Supply Chain Operations Reference model (SCOR) is the product of Supply Chain Council,
Inc. (SCC) a global non-profit consortium whose methodology, diagnostic and benchmarking
tools help organizations make dramatic and rapid improvements in supply chain processes.
SCC established the SCOR process reference model for evaluating and comparing supply chain
activities and performance. The SCOR-model captures SCC's consensus view of supply chain
management. It provides a unique framework that links business process, metrics, best practices
and technology into a unified structure to support communication among supply chain partners and
to improve the effectiveness of supply chain management and related supply chain improvement
activities. SCC membership is open to all companies and organizations interested in applying and
advancing the state-of-the-art in supply chain management systems and practices.
SCC was organized in 1996 and initially included 69 practitioner companies meeting in an informal
consortium. Subsequently, the companies of SCC elected to form an independent not for profit
trade association. The majority of the SCC's members are practitioners and represent a broad
cross-section of industries, including manufacturers, distributors, and retailers. Equally important
to SCC and the advancement of the SCOR-model are the technology suppliers and implementers,
academics, and government organizations that participate in SCC activities and the development
and maintenance of the model.
Supply Chain Council is interested in providing the widest possible dissemination of the SCOR-
model. The wide-spread use of the model results in better customer-supplier relationships,
software systems that better support members through the use of common measurements and
terms, and the ability to rapidly recognize and adopt practices no matter where they originate.
SCC requests that all who use the SCOR-model provide attribution to Supply Chain Council.
Additionally, members are encouraged to monitor the members section of the SCC website
(www.supply-chain.org) to ensure that they are using the latest version of SCOR.
This introduction is provided to assist new users of the SCOR-model to begin launch the adoption
adaptation of the SCOR-model in their companies. It is intended to remind experienced users of
the framework and structure of the model when tackling more complex applications of the model
for their businesses. Finally, it is provided to orient members to the changes between version 10.0
and version 11.0.
Version 11.0 of the SCOR-model is the thirteenth revision since the model's introduction in 1996.
Revisions of the model are made when it is determined by SCC members that changes should be
made to facilitate the use of the model in practice. Specific changes in Version 11.0 are outlined
later in this Introduction.
i.1

Scope of SCOR
The SCOR-model has been developed to describe the business activities associated with all
phases of satisfying a customer's demand. The model itself contains several sections and is
organized around the six primary management processes of Plan, Source, Make, Deliver, Return
and Enable (shown in Figure 1). By describing supply chains using these process building blocks,
the model can be used to describe supply chains that are very simple or very complex using a
common set of definitions. As a result, disparate industries can be linked to describe the depth
and breadth of virtually any supply chain. The model has been able to successfully describe and
provide a basis for supply chain improvement for global projects as well as site-specific projects.
Figure 1 - SCOR is organized around six major management processes
It spans: all customer interactions (order entry through paid invoice), all physical material
transactions (supplier's supplier to customer's customer, including equipment, supplies, spare
parts, bulk product, software, etc.) and all market interactions (from the understanding of aggregate
demand to the fulfillment of each order). It does not attempt to describe every business p r o c e s s
or activity. Specifically, the model does not address: sales and marketing (demand generation),
product development, research and development, and some elements of post-delivery customer
support.
It should be noted that the scope of the model has changed and is anticipated to change based on
Council member requirements. With the introduction of Return, the model was extended into the
area of post-delivery customer support (although it does not include all activities in that area).
As shown in Figure 2, the model is designed to support supply chain analysis at multiple levels.
SCC has focused on the top three process levels, which are industry neutral. SCOR does not
attempt to prescribe how a particular organization should conduct its business or tailor its systems/
information flow. Every organization that implements supply chain improvements using the SCOR-
model will need to extend the model, at least to Level-4, using industry-, organization- and/or
location-specific processes, systems, and practices.
i.2

Figure 2 - SCOR is a hierarchical process model
It is important to note that this model describes processes not functions. In other words, the
model focuses on the activity involved not the person or organizational element that performs the
activity.
SCOR Structure
SCOR is a reference model. The purpose of a process reference model, or business process
framework, is to describe your process architecture in a way that makes sense to key business
partners. Architecture here means the way processes interact, how they perform, how they are
configured and the requirements (skills) on staff operating the process.
The SCOR reference model consists of 4 major sections:

Performance: Standard metrics to describe process performance and define strategic goals
Processes: Standard descriptions of management processes and process relationships
Practices: Management practices that produce significant better process performance
People: Standard definitions for skills required to perform supply chain processes.
The SCOR reference also contains a section for special applications. Section 5, Special
Applications is used for suggested SCOR additions that have not yet been tested thoroughly for
integration into the model, but that SCC believes would be beneficial for SCOR users.
i.3

Performance
The performance section of SCOR consists of two types of elements: Performance Attributes and
Metrics. A performance attribute is a grouping of metrics used to express a strategy. An attribute
itself cannot be measured; it is used to set strategic direction. Examples of business strategies
applied to supply chain are: 'Superior performance for Supply Chain Reliability' or 'Advanced
performance for Agility'. Metrics measure the ability of a supply chain to achieve these strategic
attributes. Superior performance for Reliability can thus be expressed in a performance objective:
Perfect Order Fulfillment: X%. Reliability is the performance attribute, Perfect Order Fulfillment is
the metric. Benchmarking is a commonly used method to calculate the value of X in the Reliability
example.
Performance Attribute Definition

Reliability The ability to perform tasks as expected. Reliability focuses on the
predictability of the outcome of a process. Typical metrics for the reliability
attribute include: On-time, the right quantity, the right quality.
Responsiveness The speed at which tasks are performed. The speed at which a supply
chain provides products to the customer.
Examples include cycle-time metrics.
Agility The ability to respond to external influences, the ability to respond to
marketplace changes to gain or maintain competitive advantage. SCOR
Agility metrics include Flexibility and Adaptability
Costs The cost of operating the supply chain processes. This includes labor
costs, material costs, and management and transportation costs. A typical
cost metric is Cost of Goods Sold.
Asset Management The ability to efficiently utilize assets. Asset management strategies in a
Efficiency (Assets) supply chain include inventory reduction and in-sourcing vs. outsourcing.
Metrics include: Inventory days of supply and capacity utilization.
Table 1 - The SCOR Performance Attributes
Reliability, Responsiveness and Agility are considered customer-focused. Cost and Asset
Management Efficiency are considered internal-focused. All SCOR metrics are grouped within one
of the performance attributes.
Each Performance Attribute has one or more level-1/strategic metrics. These level-1 metrics are
the calculations by which an organization can measure how successful it is in achieving its desired
positioning within the competitive market space.
i.4

Performance Attribute Level-1 Strategic Metric
Reliability Perfect Order Fulfillment (RL.1.1)

Responsiveness Order Fulfillment Cycle Time (RS.1.1)
Agility Upside Supply Chain Flexibility (AG.1.1)
Upside Supply Chain Adaptability (AG.1.2)
Downside Supply Chain Adaptability (AG.1.3)
Overall Value At Risk (AG.1.4)
Cost Total Cost to Serve (CO.1.001)
Asset Management Cash-to-Cash Cycle Time (AM.1.1)
Efficiency Return on Supply Chain Fixed Assets (AM.1.2)
Return on Working Capital (AM.1.3)
Table 2 - The SCOR Level-1 Metrics
The SCOR metrics are organized in a hierarchical structure. SCOR describes level-1, level-2 and
level-3 metrics. The relationships between these levels is diagnostic. Level-2 metrics serve as
diagnostics for level-1 metrics. This means that by looking at the performances of the level-2
metrics I can explain performance gaps or improvements for level-1 metrics. This type of analysis
of the performance of a supply chain is referred to as metric decomposition or root-causing.
Similarly level-3 metrics serve as diagnostics for level-2 metrics. The level of a metric is included
in the codification of the metric itself.
Metrics codification has been introduced in SCOR 9.0 to ensure companies may adopt SCOR
metrics without the need to rename their existing metrics.
The coding starts with the performance attributes: Reliability - RL, Responsiveness - RS, Agility -
AG, Cost - CO, and Asset Management - AM. Each metric starts with this two letter code, followed
by a number to indicate the level, followed by a unique identifier. For example: Perfect Order
Fulfillment is RL.1.1 - a level-1 metric within the Reliability attribute. Perfect Condition is RL.2.4, a
Reliability metric at level-2. And Transportation Cost is CO.3.022.
Note: The second number in the ID -- for example the 4 in RL.2.4 -- does NOT indicate any kind
of priority, importance, or other meaning. The numbers where assigned initially alphabetically, and
later based on logical grouping or first come first serve.
Note: Over time SCC may retire metrics, which will mean there are unassigned metric IDs. This is
intended, to ensure backward compatibility to older revisions.
Processes
The Process section in SCOR provides a set of pre-defined descriptions for activities most
companies perform to effectively execute their supply chains. The six macro-level SCOR
processes Plan, Source, Make, Deliver, Return and Enable are well-known and widely adopted.
SCOR identifies 2 more levels of process. Level here indicates the span of the process: A level-3
process is focused on a more detailed activity. A level-1 process spans multiple level-3 processes.
Figure 2 shows the levels within the SCOR model processes.
i.5

Level-2 process categories determine the capabilities within the level-1 processes. The key level-2
processes are Make-to-Stock vs. Make-to-Order vs. Engineer-to-Order for Source, Make and
Deliver processes and Defective vs. MRO vs. Excess for the Return process. Level-3 processes
are process steps that are performed in a certain sequence in order to plan supply chain activities,
source materials, make products, deliver goods and services and handle product returns.
Companies may develop standard process descriptions of activities within the level-3 processes
-- so called level-4 processes. Level-4 processes are generally industry, product, location and/
or technology specific. For example: Most if not all companies need to perform a task known as
"receive, enter and validate a customer order". This is a level-3 process (for example sD1.2). The
level-4 processes would describe the steps how the order was received. Examples would be EDI,
fax, telephone, and walk-in. Each of these may require a unique level-4 process description.
Another step you would describe how the order was entered. EDI maybe automatically loaded by
certain software, fax and phone orders are entered by the order desk, walk-ins are processed at
the checkout counter. And so on.
The level at which processes need to be described depends on the project. For most projects
level-2 process diagrams help identify structural issues in the supply chain: "Why do we have a
warehouse feeding a warehouse, feeding a warehouse?" or "Lead-time are long due to where we
source some of these materials". Level-3 process diagrams help identify decision points, triggers
and process disconnects. For example: A sourcing model where I only take inventory ownership
after I shipped it to my customer -- a.k.a. "consignment inventory" -- is described at level-3. Another
sourcing alternative vendor managed inventory is also defined at level-3. Both need the standard
level-3 processes, but the way these processes are sequenced and who performs them is the
differentiator.
Process codification differs by level. Level-1 processes are represented by a capital letter
preceded by the letter s (this silent s in small caps stands for SCOR): sP for Plan, sS for Source,
sM for Make, sD for Deliver and sR for Return. Level-2 processes add a number for most level-2
processes: sD1 for Deliver Stocked Products, sP3 for Plan Make. Level-3 processes add a period
followed by a unique number: sD1.1 for Process Inquiry and Quote, sD1.2 for Receive, Enter
and Validate Order. Exceptions exist for Return processes: Level-2 Return processes are split
into Source Return (sSRx) and Deliver Return (sDRx) processes to acknowledge the difference
between returning something yourself or receiving a return from your customer. The level-3
processes are aligned with these codes: sDR1.1 is Authorize Defective Product Return.
Note: None of numbers in the ID indicate any kind of sequence, priority, importance, or
other meaning. The numbers where assigned initially using an example sequence, and later
based on first come first serve.
Practices
The practices section, formerly known as 'best practices', provides a collection of industry-neutral
practices companies have recognized for their value. A practice is a unique way to configure a
process or a set of processes. The uniqueness can be related to the automation of the p r o c e s s ,
a technology applied in the process, special skills applied to the process, a unique sequence for
i.6

performing the process, or a unique method for distributing and connecting processes between
organizations.
SCOR recognizes that several different qualifications of practices exist within any organization
(SCOR ID):
Emerging practices (BP.E)
Best practices (BP.B)
Standard practices (BP.S)
Declining practices. (BP.D)
SCOR recognizes the qualification of a practice may vary by industry or geography. For some
industries a practice may be standard, whereas the same practice may be considered an
emerging or best practice in another industry. The SCOR classification of practices has been
established based on input from practitioners and experts from a diverse range of
industries. All SCOR practices have been mapped to one or more classifications. SCOR 11
recognizes 21 classifications. Classifications help identify practices by focus area, for example:
inventory management or new product introduction.
People
The People section of SCOR was introduced in SCOR 10 and provides a standard for describing
skills required to perform tasks and manage processes. Generally these skills are supply chain
specific. Some skills identified may be applicable outside the supply chain process domain.
Skills are described by a standard definition and association to other People aspects: Aptitudes,
Experiences, Trainings and Competency level. Competency level is not included in the framework
descriptions. SCOR recognizes 5 commonly accepted competency levels:
Novice: Untrained beginner, no experience, requires and follows detailed documentation
Beginner: Performs the work, with limited situational perception.
Competent: Understands the work and can determine priorities to reach goals.
Proficient: Oversees all aspects of the work and can prioritize based on situational aspects.
Expert: Intuitive understanding. Experts can apply experience patterns to new situations.
These competency levels are used similarly as process or practice maturity levels. The person
or job specification is evaluated on the found (person) or desired (job specification) level of
competency.
Codification within the People section consists of coding of the Skills as well as the Aptitudes,
Experiences and Training that define the Skills. All People elements start with a capital letter H
followed by a capital letter representing the element: S for Skills, A for Aptitudes, E for Experiences
and T for Trainings. These are followed by a period and a for digit number. For example HS.0010
is the code for Basic Finance skill, HT.0039 is the code for CTPAT training.
Note: The number in the ID -- for example the 0018 in HA.0018 -- does NOT indicate any kind of
priority, importance, or other meaning. It is a unique identifier.
i.7

Changes in Revision 11
Revision 11.0 provides updates to 3 sections: Metrics, Processes and Practices:
Cost metrics: A new level-1 Cost metric (Total Cost to Serve) replaces the prior Cost metrics
that caused confusion. Cost of Goods Sold (COGS) has been demoted to a level-2 metric that
serves as a diagnostic for Total Cost to Serve. Level-2 and level-3 metrics have defined/improved
diagnostic parent-child relationships
Enable processes: Enable is now a level-1 process, level-3 processes are no longer process
categorizations, but at the same level of detail as Plan, Source, Make, Deliver and Return
processes.
Practices: All best practices are now classified, have clarified descriptions and are linked to
processes and metrics
The cost metrics change was driven based on ongoing practitioner concerns that the level-1
metrics were confusing and created potential overlaps. SCOR 10.0 level-1 metrics were difficult to
benchmark as the interpretation of Cost of Goods Sold (COGS) differs by industry, company and
possibly even supply chain. Last but not least, practitioners raised the concern that making supply
chain decisions based on COGS alone can lead to wrong outcomes. SCOR 11.0 introduces cost
metrics that focus on the point of consumption or use. For example: Landed cost of purchased
materials measures the total cost of bringing the materials to the point of use, instead of measuring
the purchase price only. Cost of Goods Sold will remain a SCOR metric but has been demoted to
level-2, thus serving as a diagnostic for Total Cost to Serve.
Revision 11 introduces a new level-1 process: Enable. Practitioners have asked for more
clarification and detail on the enabling processes. The level-3 enabling processes contained many
duplicates, yet the level of detail provided was higher than level-3 processes elsewhere in the
framework. With the new SCOR 11 level-3 processes practitioners can now use the enabling
processes the same way as other level-3 process. By introducing a level-1 process SCOR now
also recognizes the importance of these enabling processes.
The changes to the practices section were driven by practitioners asking for better differentiation
of practices by focus area ('what are all practices for inventory management?') and the desire to
differentiate practices beyond best practices. SCOR 11.0 introduces 4 qualifications of practices:
Emerging, Best, Standard and Declining, recognizing that not all business practices are considered
best practices. The shift from best practices to practices reflects the shift in how companies are
using practices: A wish list of how they standardize (and automate) their processes.
Change Type SCOR ID# Specific Change Description

1 Delete sEP, sEP.1 - sEP.10 Removed Enable Plan processes
2 Delete sES, sES.1 - Removed Enable Source processes
sES.10
3 Delete sEM, sEM.1 - sEM.9 Removed Enable Make processes
4 Delete sED, sED.1 - sED.9 Removed Enable Deliver processes
5 Delete sER, sER.1 - sER.9 Removed Enable Return processes
i.8

Change Type SCOR ID# Specific Change Description
6 Add sE Added level-1 Enable process
7 Add sE1, sE1.1 - sE1.6 Added Manage Business Rules processes
8 Add sE2, sE2.1 - sE2.6 Added Manage Performance processes
9 Add sE3, sE3.1 - sE3.6 Added Manage Data & information processes
10 Add sE4, sE4.1 - sE4.6 Added Manage Human Resources processes
11 Add sE5, sE5.1 - sE5.8 Added Manage Assets processes
12 Add sE6, sE6.1 - sE6.7 Added Manage Contracts processes
13 Add sE7, sE7.1 - sE7.8 Added Manage Network processes
14 Add sE8, sE8.1 - sE8.6 Added Manage Regulatory Compliance processes
15 Add sE9, sE9.1 - sE9.5 Added Manage Risk processes
16 Delete CO.1.1 Removed level-1 cost metric CO.1.1
17 Change CO.1.2 Depreciated/renumbered to CO.2.008 Cost of Goods
Sold
18 Change CO.2.1 Renamed/renumbered to CO.2.001 Planning Cost
19 Change CO.2.2 Renamed/renumbered to CO.2.002 Sourcing Cost
20 Delete CO.2.3 Removed, split over CO.2.003 and CO.2.004 metrics
21 Add CO.2.003 Added CO.2.003 Material Landed Cost metric
22 Add CO.2.004 Added CO.2.004 Production Cost metric
23 Delete CO.2.4 Removed, split over CO.2.005 and CO.2.006 metrics
24 Add CO.2.005 Added CO.2.005 Order Management Cost
25 Add CO.2.006 Added CO.2.006 Fulfillment Cost
26 Change CO.2.5 Renamed/renumbered CO.2.007, parts included in
CO.2.002, CO.2.005, CO.2.006
27 Removed CO.2.7 Removed, split over multiple level-3 processes
28 Change AM.1.2 Modified calculation to align with new cost metrics
29 Change AM.1.3 Modified calculation to align with new cost metrics
30 Removed No ID in SCOR 10 Removed all SCOR 10.0 best practices
31 Added BP.E Added emerging practices qualification
32 Added BP.B Added best practices qualification
33 Added BP.S Added standard practices qualification
34 Added BP.D Added declining practices qualification
35 Added BP.001 - BP.161 Added new business practices
36 Removed No ID in SCOR 10 Removed the Inputs/Outputs section
Table 3, Overview of changes
i.9

Contributors
The development of SCOR depends on the support and input from SCOR practitioners and SCC
members. The following individuals have devoted time and/or effort to the development of revision
11 of SCOR. Thank you!
Volunteer Company
J. B. Anderson DuPont
Jorge Ayala-Cruz University of Puerto Rico
Suranjana Bhadra Cognizant
Marvin Bleiberg
Patrick A Boyle Northhighland
Jac Braat Tilburg University
Dave Brooks Software AG
Yvan M Caceres Deloitte
Dan Coakley GSA
Skyler Covington Sonoco
Greg Grehawick Deloitte
Darrell Crocker Mars
Bob Daniell CACI Technologies
Kent Durbin Douglas Pharmaceuticals
John Fink Supply Chain Delta
Mark Githens CSC
Zenel Gomez HP
Keoka Hayes Dow Chemical
Brien Edward Hughes Deloitte
Caspar Hunsche Supply Chain Council
Kevin Hunter Dow Chemical
Paulo Ignacio LALT/Unicamp
Tom Janoshalmi SAP
Roy Kaushik Philips
Bhargav Khaund SASOL
Clemens Keggenhoff Merck Group
Julie Lavers MBA Gurit
Caroline Lawrence Supply Chain Council
Alyda le Hane UTi
Frank LoBrace
i.10

Volunteer Company
Giuseppe Lovecchio Lovecchio Consulting
Stanley Macmillan Barloworld Logistics
Lars Magnusson Ericsson
Tapan Mallik DuPont
Simon McGrath RR Donnelley
Lynn Mey DuPont
Matt Milas Lockheed Martin
Rajesh Nagle Cognizant
Lisa Ozkan QAD
Ricardo Palma Universidad Nacional de Cuyo
Vikas Pandey Wipro
Len Pannett Helveta
John Paul iCognitive
Juan Carlos Prieto Barrick
Dave Rayburn Merck Group
Ahmad Raza Kampala
Albrecht Ricken SAP
Jack Ryan Empresa Partners
Patrick Ryan IBM
Richard Schmidt
Fazal Shariff Micron Technology
Mohamed Sheriff HCL
Henry Soo DataDevelop
Rod de Spong Douglas Pharmaceuticals
Anand Sundar Linear Logics
Dan Swartwood Satellite Logistics Group
Willem van Thiel Britehouse
Saumil Trivedi Cognizant
Anshul Verma HCL
Wayne Wallace HP
Taylor Wilkinson Logistics Management Institute
Deanna Yee Satellite Logistics Group
Ginny Youngblood DuPont
Table 4, List of volunteers
i.11

Change Process
The SCOR-model is developed and maintained by the voluntary efforts of Supply Chain Council
(SCC) members. Unlike other organizations with large technical staffs, SCC depends on the
contributions of its members to actively advance the state of knowledge in supply chain by
identifying required model changes, researching and validating those changes, and developing
the consensus regarding the proposed changes. SCOR-model versions prior to Version 6.0 were
developed in a Committee structure that was focused on developing a stable, usable model that
could be used by experienced SCC members as well as organizations newly introduced to the
SCOR concept. In 2002, confident that the model's stability had been demonstrated with over
5 years of application experience by SCC members, Supply Chain Council shifted its technical
development focus to specific implementation issues.
Today, the current technical development process relies on project teams composed of volunteers
from Supply Chain Council member organizations. These project teams are short-lived groups
that focus on specific model challenges. It is expected that the normal term of a project team will
be between 3-6 months. The change process and the coordination of the project team
a c t i v i t i e s is led by a group of elected volunteers, supported by a SCC project member
(staff). Changes to the model are initiated by a SCC member or members. The primary
mechanism for changing the model is the Project Team. These teams propose areas of
investigation, pursue and develop proposals for model development and publish research results
on the SCC website.
SCOR users (practitioners) can also provide feedback through the Supply Chain Council's website
(Online Access). Member users can add comments to the SCOR metrics, processes, practices
and skills. For more information about Online Access: http://supply-chain.org/online-access
i.12
Performance
Introduction to Performance
The performance or metrics section of SCOR focuses on understanding the outcomes of the
supply chain and consists of two types of elements: Performance Attributes (attributes) and
Metrics.
Performance Attribute
A performance attribute is a grouping or categorization of metrics used to express a specific
strategy. An attribute itself cannot be measured; it is used to set strategic direction. For example:
"The LX product needs to be leading the competition in reliability" and "The xy-market requires us
to be among the top 10 agile manufacturers". Metrics measure the ability to achieve these strategic
directions. SCOR recognizes 5 performance attributes:
Reliability
The Reliability attribute addresses the ability to perform tasks as required. Reliability focuses on
the predictability of the outcome of a process. Typical metrics for the reliability attribute include:
On-time, the right quantity, the right quality. The SCOR key performance indicator (level-1 metric)
is Perfect Order Fulfillment. Reliability is a customer focused attribute.
Responsiveness
The Responsiveness attribute describes the speed at which tasks are performed. Responsiveness
addresses repeated speed of doing business. Example Responsiveness metrics are cycle time
metrics. The SCOR key performance indicator for Responsiveness is Order Fulfillment Cycle Time.
Responsiveness is a customer focused attribute.
Agility
The Agility attribute describes the ability to respond to external influences; the ability to and speed
of change. External influences include: Non-forecastable increases or decreases in demand,
suppliers or partners going out of business, natural disasters, acts of (cyber) terrorism, availability
of financial resources (the economy), labor issues. The SCOR key performance indicators include
Flexibility, Adaptability and Value-at-Risk. Agility is a customer focused attribute.
Cost
The Cost attribute describes the cost of operating the process. Typical costs include labor cost,
material cost, transportation cost. The SCOR key performance indicators for Cost is Total Cost to
Serve. Cost is an internal focused attribute.
Assets
The Asset Management Efficiency (Assets) attribute describes the ability to efficiently utilize
assets. Asset management strategies in supply chain include inventory reduction and in-source
vs. outsource. Example metrics include: Inventory days of supply, capacity utilization. The SCOR
key performance indicators include: Cash-to-Cash Cycle Time, Return on Fixed Assets. Asset
Management Efficiency is an internal focused attribute.
1.0.1

Metric
A metric is a standard for measurement of the performance of a supply chain or process. SCOR
metrics are diagnostic metrics (compare to how diagnosis is used in a medical office). SCOR
recognizes three levels of pre-defined metrics:
Level-1 metrics are diagnostics for the overall health of the supply chain. These metrics are also
known as strategic metrics and key performance indicators (KPI). Benchmarking level-1 metrics
helps establishing realistic targets to support the strategic directions.
Level-2 metrics serve as diagnostics for the level-1 metrics. The diagnostic relationship helps to
identify the root cause or causes of a performance gap for a level-1 metric.
Level-3 metrics serve as diagnostics for level-2 metrics.
The analysis of performance of metrics from level-1 through 3 is referred to as metrics

decomposition, performance diagnosis or metrics root cause analysis. Metrics decomposition i s
a first step in identifying the processes that need further investigation. (Processes are linked to
level-1, level-2 and level-3 metrics).
SCOR recognizes 10 strategic metrics (level-1 metrics):
Attribute Level-1 Metric
Reliability Perfect Order Fulfillment

Responsiveness Order Fulfillment Cycle Time
Agility Upside Flexibility
Upside Adaptability
Downside Adaptability
Overall Value-at-Risk
Cost Total Cost to Serve
Asset Management Efficiency Cash-to-Cash Cycle Time
Return on Fixed Assets
Return on Working Capital
Supply Chain Council recommends supply chain scorecards to contain at least one (1) metric for
each performance attribute to ensure balanced decision making and governance.
1.0.2

Reliability
RL.1.1 Perfect Order Fulfillment
The percentage of orders meeting delivery performance with complete and accurate documentation
and no delivery damage. Components include all items and quantities on-time using the customer's
definition of on-time, and documentation - packing slips, bills of lading, invoices, etc.
Calculation
[Total Perfect Orders] / [Total Number of Orders] x 100%
Note, an Order is Perfect if the individual line items making up that order are all perfect.
The Perfect Order Fulfillment calculation is based on the performance of each Level 2 component of
the order line to be calculated (product & quantity, date & time & Customer, documentation and
condition). For an order line to be perfect, all of the individual components must be perfect.
An order is considered perfect if the products ordered are the products provided and the
quantities ordered match the quantities provided (% In Full).
A delivery is considered perfect if the location, specified customer entity and delivery time
ordered is met upon receipt (Delivery Performance to Customer Commit Date).
Documentation supporting the order line is considered perfect if it is all accurate, complete,
and on time (Accurate Documentation).
The product condition is considered perfect if the product is delivered/faultlessly installed (as
applicable) on specification, with the correct configuration, with no damage, customer ready,
and is accepted by the customer (Perfect Condition)
The calculation of line item perfect order line fulfillment is based on the Level 2 components:
Each component receives a score of 1 if it is judged to be perfect.
It receives a score of 0 if not perfect.
If the sum of the scores equal the number of components (in this case, 4) the order line is perfectly
fulfilled.
Data collection
Data for the components that are used to drive the calculation of supply chain performance are
primarily taken from Deliver and impact Deliver Enable process elements. These are primarily
associated with the original commitment (Customer Order Processing D1.2, D 2.2, D3.3) and the
satisfaction of that commitment (Receipt and Installation (as appropriate) D1.11, D1.13, D1.14,
D1.15, D2.11, D2.13, D2.14, D2.15, D3.11, D3.13, D3.14, D3.15). In addition, the documents
necessary for support of the supply chain process should be scored across the set of Deliver
process elements. The Enable Deliver Process Element - Assess Delivery Performance (ED.2)
should be updated from metrics derived.
Discussion
The performance of the supply chain is considered perfect if the original commitment made to a
customer is met through the supply chain.
An order is defined as a collection of one or more order lines representing a request to deliver
specified quantities of goods or to render specific services. The order can further be defined as a
request (with a specific identifier as a reference) to deliver specified items or to render specific
services with specific prices, dates, and quantities. Commitments are made to a customer at the
order line level, where an order line is defined as a line representing a commitment on a sales order.
An order line always references a product or service.
For an order to be considered perfect the following standards must be met:
1.1.1

Delivered complete; all items on the order line are delivered in the quantities specified
Delivered on time to the initial commitment date, using the customers definition of on-time
delivery
Documentation supporting the order including packing slips, bills of lading, invoices, quality
certifications, etc., is complete and accurate
Faultlessly installed (as applicable), correct configuration, customer-ready and accepted, no
damage, on specification
Orders canceled by the customer are excluded from the metric. Order changes initiated by the
customer and agreed to by the supplier supersede initial commitments and form a new comparative
basis for the metric.
Often for date and quantity issues (and occasionally product), a range rather than a strict value is
used. This is acknowledged as a standard practice; in those situations the standard measured is
considered to be met perfectly if the range specified is satisfied.
The term customer-ready for the perfect condition standard may imply a subjective component
based on the customers satisfaction. Although condition may not be as rigorously measured as time
or quantity it should be considered as a component if available, especially since this attribute
measures performance of the supply chain which is, of course, ultimately measured by its
customers.
It should also be noted that a corresponding evaluation of suppliers performances could be
determined by extending these standards to each suppliers ability to source products.
Hierarchy
RL.2.1 % of Orders Delivered In Full

RL.2.2 Delivery Performance to Customer Commit Date
RL.2.3 Documentation Accuracy
RL.2.4 Perfect Condition
Processes
SCOR Supply Chain

sS2 Source Make-to-Order Product
sS3 Source Engineer-to-Order Product
sM2 Make-to-Order
sM3 Engineer-to-Order
sD1 Deliver Stocked Product
sD2 Deliver Make-to-Order Product
sD3 Deliver Engineer-to-Order Product
Practices
BP.159 Electronic Data Interchange (EDI)

BP.014 Demand Planning & Forecasting
BP.019 Demand Planning
BP.020 Demand Management
1.1.2

BP.021 Sales and Operations Planning

BP.027 Pull-Based Inventory Replenishment
BP.028 Inventory Optimization
BP.035 Business Rule Review
BP.040 MTO Order Fulfillment Strategy
BP.117 Embed Specialized Services
BP.119 Generation of Dynamic Bills of Materials
BP.120 3D Print / Rapid Prototyping
BP.121 Digital Packaging on Demand
BP.153 Bar coding/RFID
BP.165 Convergence of SCOR with Lean and Six Sigma
1.1.3

1.1.4
Percentage of orders which all of the items are received by customer in the quantities committed.
The number of orders that are received by the customer in the quantities committed divided by the
total orders.
Calculation
[Total number of orders delivered in full] / [Total number of orders delivered] x 100%
An order is considered delivered "in full" if:
All items ordered are the items actually provided, and no extra items are provided
All quantities received by the customer match the order quantities (within mutually agreed
tolerances)
Data Collection
Data for the components that are used to drive the calculation of % In Full are primarily
associated with the original order processing step of 'Reserve inventory and Determine Delivery
Date' (sD1.3, sD2.3, sD3.3), inventory availability (sM1.1, sM2.1, sM3.1) including inventory location
accuracy (sE2), and the satisfaction of that commitment through the shipment and customer
receiving processes (sD1.12, sD1.13, sD2.12, sD.2.13, sD3.12, sD3.13).
Discussion
Order quantities are based on item / quantity original commitments agreed to by the
customer. Orders canceled by the customer are excluded from the metric. Order changes initiated
by the customer and agreed to by the supplier supersede original commitments and form a
new comparative basis for the metric. This metric has no "timing" element, such that orders
deliberately split by the supplier should still be considered in full so long as all metric criteria are
met. In some cases, such as for supplying bulk materials, committed quantities refer to a range that
is acceptable to the customer rather than a strict value.
Several SCOR diagnostic metrics exist that can be used to focus "% In Full" improvement efforts.
Some of these include:
% Orders Scheduled to Requested Quantity
Schedule Achievement
Yield variability
Planned Shipment Fill Rate (not yet defined)
% Stock Outs (not yet defined)
Inventory Cycle Count Accuracy (not yet defined)
Orders may not be filled completely to the customers original request quantity due to the i n a b i l i t y
to schedule to the initial request. Breakdown may also occur from the inventory availability
(including stock outs for Make-to-Stock and schedule achievement for Make-to-Order and Engineer-
to-Order processes) and inventory location accuracy. Lastly, a deviation from the shipment plan may
lead to inability to fulfill an order completely.
Hierarchy
RL.3.33 Delivery Item Accuracy

RL.3.35 Delivery Quantity Accuracy
Processes
sD1.3 Reserve Inventory and Determine Delivery Date

sD1.12 Ship Product
1.1.5

sD1.13 Receive and verify Product by Customer

sD2.12 Ship Product
sD3.3 Enter Order, Commit Resources & Launch Program
sD3.12 Ship Product
Practices
BP.017 Distribution Planning

BP.022 MRP I
BP.144 Purchase Order Management
BP.145 Vendor Collaboration
1.1.6

The percentage of orders that are fulfilled on the customer's originally committed date.
Calculation
[Total number of orders delivered on the original commitment date] / [Total number of orders
delivered] x 100%
An order is considered delivered to the original Customer commitment date if:
The order is received on time as defined by the customer
The delivery is made to the correct location and Customer entity
Data Collection
Data for the components that are used to drive the calculation of Delivery Performance to
Customer Commit Date are primarily associated with the original order processing step of Reserve
inventory and Determine Delivery date (D1.3, D2.3 & D3.3), and the satisfaction of that commitment
through the shipment and customer receiving processes (D 1.12, D1.13, D2.12, D2.13, D3.12,
D3.13).
Discussion
Order delivery performance from a timing perspective is based on original commitments agreed
to by the customer. The acceptable window for delivering on time should be defined in the
customer service level agreement. Orders canceled by the customer are excluded from the metric.
Order changes impacting the timing of a delivery that are initiated by the customer and agreed to by
the supplier supersede original commitments and form a new comparative basis for the metric.
The original commitment date can refer to a range, rather than a strict date and time, which is
acceptable to the customer (e.g. advanced shipments). This metric has no In Full element, such
that partial deliveries can still be considered as meeting the Customer Commit Date so long as all
metric criteria are met. Measuring the frequency of accepting the customers original request date,
vs. commit date, can be an important measure of customer satisfaction.
Several SCOR diagnostic metrics exist that can be used to focus delivery performance
improvement efforts. Some of these include:
% Orders Scheduled to Request
% Orders Shipped on time (not yet defined)
Carrier Performance Reliability (not yet defined)
Orders may not be delivered to the Customer Commit Date due to breakdowns in the order
fulfillment and shipment process (e.g. Transportation availability). Orders may also be
delivered late due to carrier delivery performance / issues.
Hierarchy
RL.3.32 Customer Commit Date Achievement Time Customer Receiving

RL.3.34 Delivery Location Accuracy
Processes
sD1.11 Load Vehicle and Generate Shipping Documents
sD1.12 Ship Product
1.1.7


sD2.11 Load Product & Generate Shipping Docs
sD2.12 Ship Product
sD3.12 Ship Product
Practices

BP.018 ABC Inventory Classification System
BP.024 Supply Chain Optimization (SCO)
BP.026 Improve S&OP process
BP.115 Transportation Management System
BP.116 Expedited Logistics
BP.118 Transportation Management Outsourcing
BP.167 Electronic Returns Tracking
BP.168 Rotable Spares Pool
1.1.8

Percentage of orders with on time and accurate documentation supporting the order, including
packing slips, bills of lading, invoices, etc.
Calculation
[Total number of orders delivered with accurate documentation] / [Total number of orders delivered]
x 100%
An order is considered to have accurate documentation when the following are accepted by
the customer:
Documentation supporting the order includes:
Shipping documentation:
Packing slips (Customers)
Bill of lading (Carriers)
Government or Customs documentation / forms
Payment Documentation:
Invoice
Contractual outline agreement
Compliance documentation
Material Safety Data Sheets
Other required documentation
Quality certification
All documentation must be complete, correct, and readily available when and how expected by
the customer, Government and other supply chain regulatory entities.
Data Collection
Data for the components that are used to drive the calculation of Accurate Documentation
are primarily associated with the Deliver processing step of Load Product & Generate
Shipping Documentation (D1.11, D2.11, D3.11), and Invoice (D1.15, D2.15, D3.15).
The data collection step is part of Assess Delivery Performance (ED2) and Manage Deliver
Information (ED3)
Discussion
This metric is calculated at the order level. The timeliness and quality of the documentation
is measured from the perspective of the customer, Government, and other regulatory
entities. Documentation may be late or incomplete due to the inability to prepare/process the
correct documentation on time. Inaccurate or late shipping documentation may prevent the product
to be loaded or shipped, increase the customs delay, and delay the customers acceptance of the
order. Inaccurate or late invoices may also lead to the inability to fulfill the customer request.
The definition encompasses on time and accurate documentation. However, on-time
documentation implies a scheduled ship date and scheduled invoice date.
Accurate documentation metrics are similar to what exists for SOURCE process metrics
Possible diagnostic metrics that can be used to focus Accurate Documentation improvement
efforts include:
% orders documentation (shipping and invoice) processed on time
% faultless invoices
1.1.9

Hierarchy
RL.3.31 Compliance Documentation Accuracy

RL.3.43 Other Required Documentation Accuracy
RL.3.45 Payment Documentation Accuracy
RL.3.50 Shipping Documentation Accuracy
Processes

sD1.15 Invoice
sD2.15 Invoice
sD3.15 Invoice
Practices
BP.012 Lot Tracking

BP.030 Inventory Record Accuracy
BP.062 Master Data Accuracy
BP.147 Receiving Goods Inspection
BP.148 3-Way Delivery Verification
1.1.10

Percentage of orders delivered in an undamaged state that meet specification, have the correct
configuration, are faultlessly installed (as applicable) and accepted by the customer.
Calculation
[Number of orders delivered in Perfect Condition] / [Number of orders delivered] x 100%
An order is considered to be delivered in perfect condition if all items meet the following criteria:
Undamaged
Meet specification and has correct configuration (as applicable)
Faultlessly installed (as applicable) and accepted by the customer
Not returned for repair or replacement (within the warranty period)
Data Collection
Data for the components that are used to drive the calculation of Perfect Condition are primarily
associated with the receipt, installation (as applicable) and satisfaction of the order
commitment (D1.13, D1.14, D2.13, D2.14, D3.13, D3.14). The Enable Deliver Process Element -
Assess Delivery Performance (ED.2) should be updated to reflect this metric and its
components. This data is typically available from a complaints, claims, or warranty/returns database.
Discussion
This metric, calculated at the order level, assesses the quality of products delivered through
the supply chain from the customers perspective. Justified and non-justified product quality
issues, claims and returns within the warranty period are included and count against this metric.
Improving this metric lowers the supply chain cost associated with claims and returns.
Several SCOR diagnostic metrics exist that can be used to focus Perfect Condition
improvement efforts. Some of these include:
Cost of Noncompliance
Damage and Shrinkage
Scrap Expense
Warranty Costs
Yield Variability
Hierarchy
RL.3.12 % of Faultless Installations
RL.3.24 % Orders/lines received damage free
RL.3.41 Orders Delivered Damage Free Conformance
RL.3.42 Orders Delivered Defect Free Conformance
RL.3.55 Warranty and Returns
Processes

sD1.14 Install Product
1.1.11

Practices
BP.089 Perfect Pick Put away

1.1.12

RL
Level-3 Metrics
RL.3.1 # of complaints regarding missing environmental sM1.6 Release Product to

documentation Deliver
The number of products released without proper
environmental documentation as a percent of total
products released
RL.3.2 # of recordkeeping related NOVs sM1.6 Release Product to
The number of recordkeeping related regulatory Deliver
violations received per year
RL.3.4 % correct material documentation sD1.10 Pack Product
The percent of total shipments that include the sD2.9 Pick Product
correct environmental documentation sD3.8 Receive Product from
Source or Make
RL.3.5 % Error-free Returns Shipped sSR1.5 Return Defective
% Error-free Returns Shipped Product
sSR2.5 Return MRO
Product
sSR3.5 Return Excess
Product
RL.3.6 % Identified MRO Products Returned To Service sSR2.2 Disposition MRO
% Identified MRO Products Returned To Service Product
RL.3.7 % Item Location Accuracy sD4.5 Fill Shopping Cart
% Item Location Accuracy
RL.3.10 % of Excess Product Returns Delivered Complete sSR3 Source Return
to the Designated Return Center Excess Product
Correct destination, according to the schedule, sDR3 Deliver Return
with the correct part and documentation Excess Product
RL.3.11 % of Faultless Invoices sD1.15 Invoice
The number of invoices processed without issues sD2.15 Invoice
and or errors divided by the total number of sD3.15 Invoice
invoices. Examples of potential invoice defects are:
Change from customer purchase order without
proper customer involvement Wrong Customer
Information (e.g., name, address, telephone
number) Wrong Product Information (e.g., part
number, product description) Wrong Price (e.g.,
discounts not applied) Wrong Quantity or Wrong
Terms or Wrong Date
RL.3.12 % of Faultless Installations sD1.14 Install Product
Number of Faultless Installations divided by Total
Number of Units Installed.
RL.3.13 % of MRO returns delivered to the sDR2 Deliver Return MRO
correct service provider location Product
1.1.13

RL
% of MRO returns delivered to the correct service

provider location, within schedule, with the correct
part and documentation
RL.3.14 % of products meeting specified environmental sM2.6 Release Finished
performance requirements Product to Deliver
The number of products that meet desired
environmental performance specifications as a per
cent of total products produced
RL.3.15 % of products with proper environmental labeling sM2.6 Release Finished
(if required) Product to Deliver
The number of products with proper environmental
labels in place as a per cent of total products
produced
RL.3.16 % of suppliers meeting environmental metrics/ sD1.7 Select Carriers and
criteria Rate Shipments
Number of suppliers that completely meet sD2.7 Select Carriers and
agreement environmental criteria divided by the Rate Shipments
total number of suppliers used.
RL.3.17 % of suppliers with an EMS or ISO 14001 sS3.2 Select Final Supplier
certification and Negotiate
Percent of suppliers used that have a validated
Environmental Management System or ISO 14000
certification
RL.3.18 % Orders/ Lines Processed Complete sS1.2 Receive Product
The number of orders / lines that are processed sS2.2 Receive Product
complete divided by the total orders / lines sS3.4 Receive Product
processed within the measurement period
RL.3.19 % Orders/ Lines Received Defect Free sS1.3 Verify Product
The number of orders / lines that are received sS2.3 Verify Product
defect free divided by the total orders / lines sS3.5 Verify Product
processed in the measurement period.
RL.3.20 % Orders/ Lines Received On-Time to Demand sS1.2 Receive Product
Requirement sS2.2 Receive Product
The number of orders / lines that are received on- sS3.4 Receive Product
time to the demand requirements divided by the
total orders / lines for the demand requirements in
the measurement period
RL.3.21 % Orders/ lines received with correct content sS1.3 Verify Product
Percent of orders or lines received that have the sS2.3 Verify Product
correct material content as specified in the product sS3.5 Verify Product
design specs and supplier agreements.
RL.3.22 % Orders/ lines received with correct packaging sS1.2 Receive Product
Percent of orders or lines received that are sS2.2 Receive Product
packaged correctly with the right type and quantity sS3.4 Receive Product
of packaging material.
1.1.14

RL
RL.3.23 % Orders/ Lines Received with Correct Shipping sS1.2 Receive Product
Documents sS2.2 Receive Product
The number of orders / lines that are received on- sS3.4 Receive Product
time with correct shipping documents divided by
the total orders / lines processed in the
measurement period
RL.3.24 % Orders/lines received damage free sS1.3 Verify Product
The number of orders / lines that are processed sS2.3 Verify Product
damage free divided by the total orders / lines sS3.5 Verify Product
processed in the measurement period
RL.3.25 % Product Transferred On-Time to Demand sS1.4 Transfer Product
Requirement sS2.4 Transfer Product
The number of product orders / lines that are sS3.6 Transfer Product
transferred on-time to demand requirements
divided by the total orders / lines transferred in the
measurement period
RL.3.26 % Product Transferred without Transaction Errors sS1.4 Transfer Product
The number of transactions processed without sS2.4 Transfer Product
error divided by the total transactions processed in sS3.6 Transfer Product
the measurement period.
RL.3.27 % Schedules Changed within Supplier's Lead Time sS1.1 Schedule Product
The number of schedules that are changed within Deliveries
the suppliers lead-time divided by the total number sS2.1 Schedule Product
of schedules generated within the measurement Deliveries
period sS3.3 Schedule Product
Deliveries
RL.3.28 % Shipping Schedules that Support Customer sSR1.4 Schedule Defective
Required Return by Date Product Shipment
% Shipping Schedules that Support Customer sSR2.4 Schedule MRO
Required Return by Date Shipment
sSR3.4 Schedule Excess
Product Shipment
RL.3.31 Compliance Documentation Accuracy sM1.4 Package
Percentage of compliance documentations are sM2.4 Package
complete, correct, and readily available when and sM3.5 Package
how expected by customer, Government and other sD1.11 Load Vehicle and
supply chain regulatory entities. Compliance Generate Shipping
documentation includes material safety data Documents
sheets. sD2.11 Load Product &
Generate Shipping Docs
sD3.11 Load Product &
RL.3.32 Customer Commit Date Achievement Time sD1.13 Receive and verify
Customer Receiving Product by Customer
Percentage of orders which is received on time as sD2.13 Receive and verify
defined by the customer Product by Customer
1.1.15

RL
sD3.13 Receive and verify

Product by Customer
RL.3.33 Delivery Item Accuracy sD1.2 Receive, Enter, and
Percentage of orders in which all items ordered are Validate Order
the items actually provided, and no extra items are sD1.4 Consolidate Orders
provided sD1.11 Load Vehicle and
Generate Shipping
Documents
sD1.12 Ship Product
Product by Customer
sD2.2 Receive, Configure,
Enter and Validate Order
sD2.4 Consolidate Orders
sD2.12 Ship Product
Product by Customer
sD3.3 Enter Order, Commit
Resources & Launch
Program
sD3.6 Route Shipments
sD3.12 Ship Product
Product by Customer
RL.3.34 Delivery Location Accuracy sD1.2 Receive, Enter, and
Percentage of orders which is delivered to the Validate Order
correct location and customer entity sD1.4 Consolidate Orders
sD1.11 Load Vehicle and
Generate Shipping
Documents
sD1.12 Ship Product
Product by Customer
sD2.12 Ship Product
Product by Customer
1.1.16

RL

Resources & Launch
Program
sD3.12 Ship Product
Product by Customer
RL.3.35 Delivery Quantity Accuracy sD1.2 Receive, Enter, and
Percentage of orders in which all quantities Validate Order
received by the customer match the order sD1.4 Consolidate Orders
quantities (within mutually agreed tolerances) sD1.11 Load Vehicle and
Generate Shipping
Documents
sD1.12 Ship Product
Product by Customer
sD2.12 Ship Product
Product by Customer
Resources & Launch
Program
sD3.12 Ship Product
Product by Customer
RL.3.36 Fill Rate sP1.3 Balance Supply
The percentage of ship-from-stock orders shipped Chain Resources with SC
within 24 hours of order receipt. For services, this Requirements
metric is the proportion for services that are filled sP4.4 Establish Delivery
so that the service is completed within 24 hours Plans
sM1.3 Produce and Test
sD1.3 Reserve Inventory
and Determine Delivery
Date
sD1.9 Pick Product
1.1.17

RL
RL.3.37 Forecast Accuracy sP1.1 Identify, Prioritize and

Forecast accuracy is calculated for products and/or Aggregate Supply Chain
families for markets/distribution channels, in unit Requirements
measurement. Common calculation (Sum Actuals - sP2.1 Identify, Prioritize and
Sum of Variance) / Sum Actuals to determine Aggregate Product
percentage error. *monitoring the delta of Forecast Requirements
Accuracy over measured time periods can sP3.1 Identify, Prioritize and
determine success rates. Aggregate Production
Requirements
sP4.1 Identify, Prioritize and
Aggregate Delivery
Requirements
sP4.2 Identify, Assess and
Aggregate Delivery
Resources
sE4 Manage Supply Chain
Human Resources
Assets
Contracts
Network
RL.3.39 Number of occurrences of incorrect designated sSR3.2 Disposition Excess
return center Product
Number of occurrences of incorrect designated
return center
RL.3.40 Number of occurrences where excessive inventory sSR3.1 Identify Excess
is returned and followed Product Condition
Number of occurrences where excessive inventory
is returned and followed
RL.3.41 Orders Delivered Damage Free Conformance sD1.13 Receive and verify
Percentage of orders which is delivered without Product by Customer
damage. sD2.13 Receive and verify
Product by Customer
Product by Customer
RL.3.42 Orders Delivered Defect Free Conformance sD1.13 Receive and verify
Percentage of orders which is delivered without Product by Customer
defect sD2.13 Receive and verify
Product by Customer
Product by Customer
RL.3.43 Other Required Documentation Accuracy sD1.11 Load Vehicle and
Percentage of other required documentations Generate Shipping
(besides of compliance documentation, payment Documents
documentation and shipping documentation) are
1.1.18

RL
complete, correct, and readily available when and sD2.11 Load Product &
how expected by customer, Government and other Generate Shipping Docs
supply chain regulatory entities. This kind of sD3.11 Load Product &
documentations includes quality certification Generate Shipping Docs
RL.3.45 Payment Documentation Accuracy sD1.11 Load Vehicle and
Percentage of payment documentations are Generate Shipping
complete, correct, and readily available when and Documents
how expected by customer, Government and other sD2.11 Load Product &
supply chain regulatory entities. Payment Generate Shipping Docs
documentations includes invoice, contractual sD3.11 Load Product &
outline agreement Generate Shipping Docs
RL.3.47 Return Shipments Shipped on Time sSR1.5 Return Defective
Return Shipments Shipped on Time Product
sSR2.5 Return MRO
Product
sSR3.5 Return Excess
Product
RL.3.49 Schedule Achievement sM1.1 Schedule Production
The percentage of time that a plant achieves its Activities
production schedule. This calculation is based on sM2.1 Schedule Production
the number of scheduled end-items or total volume Activities
for a specific period. Note: over-shipments do not sM3.2 Schedule Production
make up for under-shipments. Activities
RL.3.50 Shipping Documentation Accuracy sD1.11 Load Vehicle and
Percentage of shipping documentations are Generate Shipping
complete, correct, and readily available when and Documents
how expected by customer, Government and other sD2.11 Load Product &
supply chain regulatory entities. Shipping Generate Shipping Docs
documentations includes packing slips sD3.11 Load Product &
(customers), bill of lading (carriers) and Generate Shipping Docs
government or customs documentation/forms
RL.3.55 Warranty and Returns sM1.3 Produce and Test
Number of returns within the warranty period. sM1.4 Package
Warranty is a commitment, either expressed or
implied that a certain fact regarding the subject
matter of a contract is presently true or will be true.
RL.3.56 Warranty Costs sM1.3 Produce and Test
Warranty costs include materials, labor and sM1.4 Package
problem diagnosis for product defects. sM2.3 Produce and Test
sM2.4 Package
sM3.5 Package
RL.3.57 Waste Processing Errors sM1.7 Waste Disposal
Number of errors in waste transactions as a sM2.7 Waste Disposal
percent of total waste transactions sM3.8 Waste Disposal
1.1.19

RL
RL.3.58 Yield sM1 Make-to-Stock

The ratio of usable output from a process to its sM1.3 Produce and Test
input. sM1.4 Package
sM2 Make-to-Order
sM2.4 Package
sM3.5 Package
RL.3.59 Yield Variability sM1.3 Produce and Test
The condition that occurs when the output of a sM2.3 Produce and Test
process is not consistently repeatable either in sM3.4 Produce and Test
quantity, quality, or combination of these.
1.1.20

Responsiveness
RS.1.1 Order Fulfillment Cycle Time
The average actual cycle time consistently achieved to fulfill customer orders. For each individual
order, this cycle time starts from the order receipt and ends with customer acceptance of the order.
Calculation
[Sum Actual Cycle Times for All Orders Delivered] / [Total Number of Orders Delivered] in days
Data collection
Data for the components that are used to drive the calculation of responsiveness are taken from the
Source, Make and Deliver process elements.
Discussion
The order fulfillment cycle time as captured from the moment a customer places the order to the
moment the order is fulfilled is considered to be a 'gross' cycle time. It represents all the time passed
between these two events, regardless of whether this represented cycle time for the activities
performed by the organization to fulfill the order (both value-add and non-value-add) or dwell time
because the order was placed well in advance by the customer. As such, this gross order fulfillment
cycle time does not truly reflect the responsiveness of the organization. Take for example an
organization that needs six days to fulfill a certain customer order. If the customer places the order
one day in advance, the gross order fulfillment cycle time will be seven days. If the customer places
the order 3 months ahead (pre-ordering), the gross fulfillment cycle time will be 96 days. However,
the fact that the customer pre-orders does not reduce the responsiveness of the organization. On
the contrary, one can argue that it may increase the ability of the organization to meet that order as it
allows the organization to plan ahead and fulfill the order in a more optimal way.
The responsiveness of the organization is determined by the cumulative cycle time for all activities
that are required to fulfill the order, but should exclude any dwell time where no activity takes place.
Therefore the definition of Order Fulfillment Cycle Time consists of a 'gross' component and a 'net'
component named Order Fulfillment Process Time, according to the following formula Order
Fulfillment Cycle Time = Order Fulfillment Process Time + Order Fulfillment Dwell Time. Note that
dwell time will equal O for companies who do not utilize this metric, so Order Fulfillment Cycle Time
will equal Order Fulfillment Process Time.
Order fulfillment dwell time is defined as 'any lead time during the order fulfillment process where no
activity takes place, which is imposed by customer requirements'. Note that this dwell time is
different from 'idle time' or 'non-value-add lead time', which is caused by inefficiencies in the
organization's processes and therefore ultimately under responsibility of the organization. This kind
of idle time should not be deducted from the gross order fulfillment cycle time.
Dwell time is mostly associated with the ordering process, where a customer may place an order in
advance to reserve capacity/materials etc., but where the actual steps in the order fulfillment process
take place later on. It is also common in the delivery process where the organization may be in
principle ready to ship the product/service, but is requested by the customer to wait (for example to
follow a certain shipment schedule).
Note that for those organizations where dwell time does not play a role, the dwell time can be taken
as zero days which results in the net order fulfillment cycle time to be equal to the gross order
fulfillment cycle time.
For benchmarking purposes it is recommended to use the Order Fulfillment Process Time, as this is
the cycle time reflecting most accurately the responsiveness of the organization. It will also ensure
1.2.1

that those organizations in industries where dwell time is a factor can be benchmarked against
organizations in industries where dwell time does not play a role.
The concept of dwell time applies not only to the level 1 metric, but also to all lower level metrics.
This means that each lower level metric can have a gross component, consisting of the net
component and dwell time. Because the lower level metrics are hierarchical (the cumulative sum of
cycle times at level 2 or 3 should be equal to the cycle time at level 1.) The cumulative sum of dwell
times at level 2 or 3 should total up to the dwell time at level 1.
Hierarchy
RS.2.1 Source Cycle Time

RS.2.2 Make Cycle Time
RS.2.3 Deliver Cycle Time
RS.2.4 Delivery Retail Cycle Time
Processes
SCOR Supply Chain

sP1 Plan Supply Chain
sP2 Plan Source
sP3 Plan Make
sP4 Plan Deliver
sP5 Plan Return
sS1 Source Stocked Product
sM1 Make-to-Stock
sD4 Deliver Retail Product
sSR1 Source Return Defective Product
sDR1 Deliver Return Defective Product
sSR2 Return MRO Product
sDR2 Deliver Return MRO Product
sSR3 Source Return Excess Product
sDR3 Deliver Return Excess Product
Practices
BP.138 Theory of Constraints
1.2.2

BP.016 Supply Network Planning

1.2.3

The average time associated with Source Processes. (Processes: sS1, sS2, sS3)
Calculation
Source Cycle Time - (Identify Sources of Supply Cycle Time + Select Supplier and Negotiate Cycle
Time) + Schedule Product Deliveries Cycle Time + Receive Product Cycle Time + Verify Product
Cycle Time + Transfer Product Cycle Time + Authorize Supplier Payment Cycle Time
Discussion
Metrics in Level-3 that are used to drive the calculation of 'Source Cycle time' are taken from the
Source process elements, depending on the possible strategies deployed by companies to fulfill
orders such as make-to-stock, make-to-order or engineer-to-order. When make-to-stock or make-to
order strategy is deployed, the dashed optional metrics 'Identify Sources of Supply Cycle Time' and
'Select Supplier and Negotiate Cycle Time' are not used in the calculation.
Hierarchy
RS.3.8 Authorize Supplier Payment Cycle Time

RS.3.35 Identify Sources of Supply Cycle Time
RS.3.107 Receive Product Cycle Time
RS.3.122 Schedule Product Deliveries Cycle Time
RS.3.125 Select Supplier and Negotiate Cycle Time
RS.3.139 Transfer Product Cycle Time
RS.3.140 Verify Product Cycle Time
Processes

Practices
BP.158 Make-to-Stock Goods Receipt

BP.162 Long Term Supplier Agreement/Partnership
BP.029 Inventory Management Using Supply Chain Network Optimization
BP.055 Freight Carrier Delivery Performance Evaluation
BP.161 Enterprise Level Spend Analysis
BP.037 Manufacturing Direct/Drop Shipment
BP.041 Transportation Optimization
BP.045 Delay Inbound Supplier Shipments
BP.046 Expedite Outbound Customer Shipments
1.2.4

The average time associated with Make Processes

Calculation
Make Cycle Time - (Finalize Production Engineering Cycle Time) + Schedule Production
Activities Cycle Time + Issue Material/Product Cycle Time + Produce and Test Cycle Time +
Package Cycle Time + Stage Finished Product Cycle Time + Release Finished Product to Deliver
Cycle Time
Discussion
Metrics in Level 3 that are used to drive the calculation of 'Make Cycle time' are taken from the
Make process elements, depending on the possible strategies deployed by companies to fulfill
orders such as make-to-stock, make-to-order or engineer-to-order. When make-to-stock or make-to-
order strategy is deployed, the dashed optional metric 'Finalize Production Engineering Cycle Time'
is not used in the calculation. And also, the data for the calculation of Level 3 metrics may also
depends on different make strategies, e.g., when make-to-stock strategy is deployed, the metric
'Issue Material/Product Cycle Time' means the time for issuing material; while when make-to-order
or engineer-to-order is deployed, it will be a measure for calculating the cycle time for issuing
sourced or in-process product.
In Make Cycle Time, there may be overlaps in the processes, so the "least amount of time" should
be applied rather than the total sum.
Hierarchy
RS.3.33 Finalize Production Engineering Cycle Time

RS.3.49 Issue Material Cycle Time
RS.3.101 Produce and Test Cycle Time
RS.3.114 Release Finished Product to Deliver Cycle Time
RS.3.123 Schedule Production Activities Cycle Time
RS.3.128 Stage Finished Product Cycle Time
RS.3.142 Package Cycle Time
Processes
sM1 Make-to-Stock
sM2 Make-to-Order
Practices

BP.003 Single-Minute Exchange of Die (SMED)
BP.038 Batch Size Reduction
BP.039 Right Size Frequency of Production Wheel
1.2.5

The average time associated with Deliver Processes.

Calculation
Delivery Cycle Time = MAX {[Resources & Determine Delivery Date Cycle Time + (Consolidate
Orders Cycle Time + Schedule Installation Cycle Time) + Build Loads Cycle Time + Route
Shipments Cycle Time + Select Carriers and Rate Shipments Cycle Time], Receive Product from
Make/Source Cycle Time} + Pick Product Cycle Time + Pack Product Cycle Time + Load Vehicle &
Generate Shipping Documentation Cycle Time + Ship Product Cycle Time + (Receive & Verify
Product Cycle Time) + (Install Product Cycle Time)
*The MAX function above is to indicate that sDx.3-sDx.7 may be in parallel with sDx.8 and
whichever takes longer should determine the cycle time.
Discussion
Metrics in Level 3 that are used to drive the calculation of 'Deliver Cycle time' are taken from
the Deliver process elements, depending on the possible strategies deployed by companies to
fulfill orders such as make-to-stock, make-to-order or engineer-to-order. When make-to-stock or
make-to-order strategy is deployed, the optional metric 'Schedule Installation Cycle Time' is not used
in the calculation, otherwise the metric 'Consolidate Orders Cycle Time' will not be used.
And also, the data for the calculation of Level-3 metrics may also depends on different
make strategies, e.g., when make-to-stock strategy is deployed, the metric 'Receive, Configure,
Enter and Validate Order Cycle Time' may not include the Configure process.
Hierarchy
RS.3.16 Build Loads Cycle Time

RS.3.18 Consolidate Orders Cycle Time
RS.3.46 Install Product Cycle Time
RS.3.51 Load Product & Generate Shipping Documentation Cycle Time
RS.3.95 Pack Product Cycle Time
RS.3.96 Pick Product Cycle Time
RS.3.102 Receive & Verify Product by Customer Cycle Time
RS.3.110 Receive Product from Source or Make Cycle Time
RS.3.111 Receive, Configure, Enter & Validate Order Cycle Time
RS.3.116 Reserve Resources and Determine Delivery Date Cycle Time
RS.3.117 Route Shipments Cycle Time
RS.3.120 Schedule Installation Cycle Time
RS.3.124 Select Carriers & Rate Shipments Cycle Time
RS.3.126 Ship Product Cycle Time
Processes
1.2.6


Practices

1.2.7

The average cycle time of the processes used to acquire, merchandise, and sell finished goods at a
retail store.
Calculation
Delivery Retail Cycle Time = Generate Stocking Schedule Cycle Time + Receive Product Cycle Time
+ Pick Product Cycle Time + Stock Shelf Cycle Time + Fill Shopping Cart Cycle Time + Checkout
Cycle Time + Install Cycle Time
Hierarchy
RS.3.17 Checkout Cycle Time

RS.3.32 Fill Shopping Cart Cycle Time
RS.3.34 Generate Stocking Schedule Cycle Time
RS.3.97 Pick Product from Backroom Cycle Time
RS.3.109 Receive Product at Store Cycle Time
RS.3.129 Stock Shelf Cycle Time
Processes
1.2.8

RS
Level-3 Metrics
RS.3.2 Assess Delivery Performance Cycle Time sE2 Manage Performance

The average time associated with assessing the
performance of deliver processes.
RS.3.3 Assess Supplier Performance Cycle Time sE2 Manage Performance
The average time associated with assessing the
performance of supplier processes.
RS.3.4 Asset Turns sM1.3 Produce and Test
Total gross product revenue/Total net assets sM1.4 Package
sM2.4 Package
sM3.5 Package
RS.3.5 Authorize Defective Product Return Cycle Time sDR1.1 Authorize Defective
The average time associated with authorizing the Product Return
return of defective product.
RS.3.6 Authorize Excess Product Return Cycle Time sDR3.1 Authorize Excess
return of excess product.
RS.3.7 Authorize MRO Product Return Cycle Time sDR2.1 Authorize MRO
return of MRO product.
RS.3.8 Authorize Supplier Payment Cycle Time sS1.5 Authorize Supplier
The average time associated with authorizing Payment
payment to suppliers. sS2.5 Authorize Supplier
Payment
sS3.7 Authorize Supplier
Payment
RS.3.9 Average Days per Engineering Change sS1.1 Schedule Product
# of days each engineering change impacts the Deliveries
delivery date divided by the total # of changes. sS2.1 Schedule Product
Deliveries
sS3.3 Schedule Product
Deliveries
RS.3.10 Average Days per Schedule Change sS1.1 Schedule Product
# of days each schedule change impacts the Deliveries
delivery date divided by the total # of changes. sS2.1 Schedule Product
Deliveries
Deliveries
RS.3.11 Average Release Cycle of Changes sS1.1 Schedule Product
Cycle time for implementing change notices Deliveries
divided by total number of changes. sS2.1 Schedule Product
Deliveries
1.2.9

RS

Deliveries
RS.3.12 Balance Product Resources with Product sP2.3 Balance Product
Requirements Cycle Time Resources with Product
The average time associated with balancing Requirements
product resources and product requirements.
RS.3.13 Balance Production Resources with Production sP3.3 Balance Production
Requirements Cycle Time Resources with Production
The average time associated with the identifying, Requirements
prioritizing, and aggregating product requirements.
RS.3.14 Balance Return Resources with Return sP5.3 Balance Return
Requirements Cycle Time Resources with Return
The average time associated with balancing return Requirements
resources and return requirements.
RS.3.15 Balance Supply Chain Resources with Supply sP1.3 Balance Supply
Chain Requirements Cycle Time Chain Resources with SC
The average time associated with balancing supply Requirements
chain resources and supply chain requirements.
RS.3.16 Build Loads Cycle Time sD1.5 Build Loads
The average time associated with building sD2.5 Build Loads
shipment loads. sD3.5 Build Loads
RS.3.17 Checkout Cycle Time sD4.6 Checkout
The average time required for customer checkout.
RS.3.18 Consolidate Orders Cycle Time sD1.4 Consolidate Orders
The average time required for customer order
consolidation.
RS.3.19 Current customer return order cycle time sDR1 Deliver Return
Current return order cycle time, including customer Defective Product
return order processing cycle time, transit time, sDR2 Deliver Return MRO
return processing and disposition cycle time, etc. Product
sDR3 Deliver Return
Excess Product
RS.3.20 Current logistics order cycle time sD1 Deliver Stocked
Current logistics order cycle time, including Product
customer order processing cycle time, dock-to- sD2 Deliver Make-to-Order
stock cycle time, pick-to-ship cycle, transit time, Product
etc. sD3 Deliver Engineer-to-
Order Product
RS.3.21 Current manufacturing order cycle time sM1 Make-to-Stock
Current manufacturing cycle time sM2 Make-to-Order
RS.3.22 Current supplier return order cycle time sSR1 Source Return
Current supplier return order cycle time, including Defective Product
supplier return order processing cycle time, pick-
to-ship cycle time, transit time etc.
1.2.10

RS
RS.3.24 Deliver and/or Install Cycle Time sD4.7 Deliver and/or install
The average time required to deliver and install
product.
RS.3.25 Enter Order, Commit Resources & Launch sD3.3 Enter Order, Commit
Program Cycle Time Resources & Launch
The average time associated with entering an Program
order, committing resources and program launch
RS.3.26 Establish and Communicate Return Plans Cycle sP5.4 Establish and
Time Communicate Return Plans
The average time associated with establishing and
communicating return plans
RS.3.27 Establish Delivery Plans Cycle Time sP4.4 Establish Delivery
The average time associated with establishing and Plans
communicating deliver plans
RS.3.28 Establish Production Plans Cycle Time sP3.4 Establish Production
communicating production plans
RS.3.29 Establish Sourcing Plans Cycle Time sP2.4 Establish Sourcing
communicating source plans
RS.3.30 Establish Supply Chain Plans Cycle Time sP1.4 Establish and
Five point annual average of the sum of all gross Communicate Supply Chain
inventories (raw materials & WIP, plant FG, field Plans
FG, field samples, other) I (COGS I 365). Total
gross value of inventory at standard cost before
reserves for excess and obsolescence. Only
includes inventory on company books, future
liabilities should not be included.
RS.3.32 Fill Shopping Cart Cycle Time sD4.5 Fill Shopping Cart
The average time associated with 'filling the
shopping cart'
RS.3.33 Finalize Production Engineering Cycle Time sM3.1 Finalize Production
The average time associated with the finalization Engineering
of production engineering
RS.3.34 Generate Stocking Schedule Cycle Time sD4.1 Generate Stocking
The average time associated with the generating a Schedule
stocking schedule
RS.3.35 Identify Sources of Supply Cycle Time sS3.1 Identify Sources of
The average time associated with the identification Supply
of sources of supply
RS.3.36 Identify, Assess and Aggregate Production sP3.2 Identify, Assess and
Resources Cycle Time Aggregate Production
The average time associated with the identifying, Resources
prioritizing, and aggregating product requirements.
1.2.11

RS
RS.3.37 Identify, Assess, and Aggregate Delivery sP4.2 Identify, Assess and
Resources Cycle Time Aggregate Delivery
assessing, and aggregating delivery resource
availability
RS.3.38 Identify, Assess, and Aggregate Product sP2.2 Identify, Assess and
Resources Cycle Time Aggregate Product
assessing, and aggregating product resource
availability
RS.3.39 Identify, Assess, and Aggregate Supply Chain sP1.2 Identify, Prioritize and
Resources Cycle Time Aggregate Supply Chain
assessing, and aggregating supply chain resource
availability
RS.3.40 Identify, Prioritize, and Aggregate Delivery sP4.1 Identify, Prioritize and
Requirements Cycle Time Aggregate Delivery
prioritizing, and aggregating delivery requirements
RS.3.41 Identify, Prioritize, and Aggregate Product sP2.1 Identify, Prioritize and
Requirements Cycle Time Aggregate Product
prioritizing, and aggregating product requirements
RS.3.42 Identify, Prioritize, and Aggregate Production sP3.1 Identify, Prioritize and
Requirements Cycle Time Aggregate Production
prioritizing, and aggregating production
requirements
RS.3.43 Identify, Prioritize, and Aggregate Return sP5.1 Assess and
Requirements Cycle Time Aggregate Return
prioritizing, and aggregating return requirements
RS.3.44 Identify, Prioritize, and Aggregate Supply Chain sP1.1 Identify, Prioritize and
Requirements Cycle Time Aggregate Supply Chain
prioritizing, and aggregating supply chain
requirements
RS.3.46 Install Product Cycle Time sD1.14 Install Product
The average time associated with product sD2.14 Install Product
installation sD3.14 Install Product
RS.3.47 In-stock % sD4.4 Stock Shelf
Percentage of materials, components, or finished
goods that are there when needed.
1.2.12

RS
RS.3.48 Invoice Cycle Time sD1.15 Invoice

The average time associated with the generation
and issuance of an invoice
RS.3.49 Issue Material Cycle Time sM1.2 Issue Material
The average time associated with the issuance of
material to production
RS.3.50 Issue Sourced/In-Process Product Cycle Time sM2.2 Issue Sourced/In-
The average time associated with the issuance of Process Product
material to production
RS.3.51 Load Product & Generate Shipping Documentation sD1.11 Load Vehicle and
Cycle Time Generate Shipping
The average time associated with product loading Documents
and the generation of shipping documentation sD2.11 Load Product &
RS.3.53 Maintain Source Data Cycle Time sE3 Manage Data and
The average time associated with maintaining Information
source data
RS.3.54 Manage Business Rules for PLAN Processes sE1 Manage Supply Chain
Cycle Time Business Rules
The average time associated with managing plan
business rules
RS.3.55 Manage Business Rules for Return Processes sE1 Manage Supply Chain
Cycle Time Business Rules
The average time associated with managing rules
for returns
RS.3.56 Manage Capital Assets Cycle Time sE5.1 Schedule Asset
The average time associated with managing Management Activities
capital assets sE5.2 Take Asset Off-line
sE5.3 Inspect and
Troubleshoot
sE5.4 Install and Configure
sE5.5 Clean, Maintain and
Repair
sE5.7 Inspect Maintenance
sE5.8 Reinstate Asset
RS.3.57 Manage Deliver Business Rules Cycle Time sE1 Manage Supply Chain
The average time associated with managing Business Rules
deliver business rules
RS.3.58 Manage Deliver Capital Assets Cycle Time sE5.1 Schedule Asset
The average time associated with managing Management Activities
deliver capital assets sE5.2 Take Asset Off-line
sE5.3 Inspect and
Troubleshoot
1.2.13

RS

Repair
RS.3.59 Manage Deliver Information Cycle Time sE3 Manage Data and
The average time associated with managing Information
deliver information
RS.3.61 Manage Import/Export Requirements Cycle Time sE8 Manage Regulatory
The average time associated with managing Compliance
import/export requirements
RS.3.64 Manage Integrated Supply Chain Capital Assets sE5 Manage Supply Chain
Cycle Time Assets
The average time associated with managing sE5.1 Schedule Asset
integrated supply chain capital assets Management Activities
sE5.2 Take Asset Off-line
sE5.3 Inspect and
Troubleshoot
Repair
RS.3.65 Manage Integrated Supply Chain Inventory Cycle sE2 Manage Performance
Time
The average time associated with managing
integrated supply chain inventory
RS.3.66 Manage Integrated Supply Chain Transportation sE7 Manage Supply Chain
Cycle Time Network
integrated supply chain transportation
RS.3.67 Manage MAKE Equipment and Facilities Cycle sE5.1 Schedule Asset
Time Management Activities
The average time associated with managing sE5.2 Take Asset Off-line
production equipment and facilities sE5.3 Inspect and
Troubleshoot
Repair
RS.3.68 Manage MAKE Information Cycle Time sE3 Manage Data and
The average time associated with managing Information
production information
RS.3.70 Manage Performance of Return Processes Cycle sE2 Manage Performance
Time
1.2.14

RS
The average time associated with managing the

performance of supply chain activities
RS.3.71 Manage Performance of Supply Chain Cycle Time sE2 Manage Performance
The average time associated with managing the
performance of return activities
RS.3.72 Manage PLAN Data Collection Cycle Time sE3 Manage Data and
The average time associated with collecting plan Information
data
RS.3.74 Manage Planning Configuration Cycle Time sE7 Manage Supply Chain
The average time associated with managing the Network
planning of the supply chain configuration
RS.3.77 Manage Production Network Cycle Time sE7 Manage Supply Chain
production network
RS.3.78 Manage Production Performance Cycle Time sE2 Manage Performance
production performance
RS.3.79 Manage Production Rules Cycle Time sE1 Manage Supply Chain
production rules
RS.3.80 Manage Return Capital Assets Cycle Time sE5.1 Schedule Asset
The average time associated with managing return Management Activities
capital assets sE5.2 Take Asset Off-line
sE5.3 Inspect and
Troubleshoot
Repair
RS.3.81 Manage Return Data Collection Cycle Time sE3 Manage Data and
The average time associated with managing return Information
data collection
RS.3.83 Manage Return Network Configuration Cycle Time sE7 Manage Supply Chain
return network configuration
RS.3.85 Manage Return Transportation Cycle Time sE7 Manage Supply Chain
The average time associated with managing return Network
transportation
RS.3.86 Manage Sourcing Business Rules Cycle Time sE1 Manage Supply Chain
source business rules
1.2.15

RS
RS.3.87 Manage Supplier Agreements Cycle Time sE6 Manage Supply Chain
The average time associated with managing Contracts
supplier agreements
RS.3.88 Manage Supplier Network Cycle Time sE7 Manage Supply Chain
supplier network
RS.3.89 Manage Transportation (WIP) Cycle Time sE7 Manage Supply Chain
The average time associated with managing (WIP) Network
transportation
RS.3.90 Manage Transportation Cycle Time sE7 Manage Supply Chain
The average time associated with managing Network
transportation
RS.3.92 Negotiate & Receive Contract Cycle Time sD3.2 Negotiate and
The average time associated with negotiating and Receive Contract
receiving a contract
RS.3.93 Obtain & Respond to Request for Quote (RFQ) / sD3.1 Obtain and Respond
Request for Proposal (RFP) Cycle Time to RFP/RFQ
The average time associated with obtaining and
responding to RFQs/RFPs
RS.3.94 Order Fulfillment Dwell Time sD1.2 Receive, Enter, and
Any lead time during the order fulfillment process Validate Order
where no activity takes place, which is imposed by sD1.3 Reserve Inventory
customer requirements. Note that this dwell time is and Determine Delivery
different from idle time or non-value-add lead time, Date
which is caused by inefficiencies in the sD2.2 Receive, Configure,
organizations processes and therefore ultimately Enter and Validate Order
under responsibility of the organization. This kind sD2.3 Reserve Inventory
of idle time should not be deducted from Order and Determine Delivery
Fulfillment Cycle Time. Date
Resources & Launch
Program
RS.3.95 Pack Product Cycle Time sD1.10 Pack Product
The average time associated with packing a sD2.10 Pack Product
product for shipment. sD3.10 Pack Product
RS.3.96 Pick Product Cycle Time sD1.9 Pick Product
The average time associated with product pick sD2.9 Pick Product
sD3.9 Pick Product
RS.3.97 Pick Product from Backroom Cycle Time sD4.3 Pick Product from
The average time associated with product pick backroom
from backroom
RS.3.98 Plan Cycle Time sP1 Plan Supply Chain
The average time associated with Plan Processes
1.2.16

RS
RS.3.99 Plan Source Cycle Time sP2 Plan Source

The average time associated with planning source
activities
RS.3.100 Process Inquiry & Quote Cycle Time sD1.1 Process Inquiry and
The average time associated with processing Quote
inquiries and quotes
RS.3.101 Produce and Test Cycle Time sM1.3 Produce and Test
The average time associated with production and sM2.3 Produce and Test
test sM3.4 Produce and Test
RS.3.102 Receive & Verify Product by Customer Cycle Time sD1.13 Receive and verify
The average time associated with receiving and Product by Customer
verifying an order at the customer site sD2.13 Receive and verify
Product by Customer
Product by Customer
RS.3.103 Receive and Verify Product Cycle Time sD1.13 Receive and verify
The average time associated with receiving and Product by Customer
verifying an order at the customer site sD2.13 Receive and verify
Product by Customer
Product by Customer
RS.3.104 Receive Defective Product Cycle Time sDR1.3 Receive Defective
The average time associated with receiving Product (includes verify)
defective product returns from the customer
RS.3.105 Receive Excess Product Cycle Time sDR3.3 Receive Excess
The average time associated with receiving excess Product
product returns from the customer
RS.3.106 Receive MRO Product Cycle Time sDR2.3 Receive MRO
The average time associated with receiving MRO Product
product returns from the customer
RS.3.107 Receive Product Cycle Time sD4.2 Receive Product at
The average time associated with receiving Store
product
RS.3.108 Receive Product from Make/Source Cycle Time sD1.8 Receive Product from
The average time associated with receiving Source or Make
product from Make/Source sD2.8 Receive Product from
Source or Make
sD3.8 Receive Product from
Source or Make
RS.3.109 Receive Product at Store Cycle Time sD4.2 Receive Product at
The average time associated with receiving Store
product at the customer store
RS.3.110 Receive Product from Source or Make Cycle Time sD1.8 Receive Product from
The average time associated with receiving a Source or Make
1.2.17

RS
transfer of product to deliver processes from sD2.8 Receive Product from

source or make Source or Make
sD3.8 Receive Product from
Source or Make
RS.3.111 Receive, Configure, Enter & Validate Order Cycle sD2.2 Receive, Configure,
Time Enter and Validate Order
The average time associated with receiving and
verifying an order at the customer site
RS.3.112 Receive, Enter & Validate Order Cycle Time sD1.2 Receive, Enter, and
The average time associated with receiving and Validate Order
verifying an order at the customer site
RS.3.113 Receiving Product Cycle Time sS1.2 Receive Product
Total elapsed time from time product is received to sS2.2 Receive Product
time it is passed to next process sS3.4 Receive Product
RS.3.114 Release Finished Product to Deliver Cycle Time sM1.6 Release Product to
The average time associated with releasing Deliver
finished product to deliver sM2.6 Release Finished
Product to Deliver
sM3.7 Release Product to
Deliver
RS.3.115 Reserve Inventory & Determine Delivery Date sD2.3 Reserve Inventory
Cycle Time and Determine Delivery
The average time associated with reserving Date
inventory and determining a delivery date
RS.3.116 Reserve Resources and Determine Delivery Date sD1.3 Reserve Inventory
Cycle Time and Determine Delivery
The average time associated with reserving Date
resources and determining a delivery date
RS.3.117 Route Shipments Cycle Time sD1.6 Route Shipments
The average time associated with routing sD2.6 Route Shipments
shipments sD3.6 Route Shipments
RS.3.118 Schedule Defective Return Receipt Cycle Time sDR1.2 Schedule Defective
The average time associated with scheduling the Return Receipt
receipt of the return of defective product
RS.3.119 Schedule Excess Return Receipt Cycle Time sDR3.2 Schedule Excess
receipt of the return of excess product
RS.3.120 Schedule Installation Cycle Time sD3.4 Schedule Installation
The average time associated with scheduling the
installation of product
RS.3.121 Schedule MRO Return Receipt Cycle Time sDR2.2 Schedule MRO
receipt of the return of MRO product
1.2.18

RS
RS.3.122 Schedule Product Deliveries Cycle Time sS1.1 Schedule Product

The average time associated with scheduling the Deliveries
shipment of the return of MRO product sS2.1 Schedule Product
Deliveries
Deliveries
RS.3.123 Schedule Production Activities Cycle Time sM1.1 Schedule Production
The average time associated with scheduling Activities
production activities sM2.1 Schedule Production
Activities
sM3.2 Schedule Production
Activities
RS.3.124 Select Carriers & Rate Shipments Cycle Time sD3.7 Select Carriers &
The average time associated with selecting Rate Shipments
carriers and rating shipments
RS.3.125 Select Supplier and Negotiate Cycle Time sS3.2 Select Final Supplier
The average time associated with selecting a and Negotiate
supplier and negotiating
RS.3.126 Ship Product Cycle Time sD1.12 Ship Product
The average time associated with shipping product sD2.12 Ship Product
sD3.12 Ship Product
RS.3.127 Source Return Cycle Time sSR1 Source Return
Average time associated with Sourcing Return Defective Product
sSR3 Source Return
Excess Product
RS.3.128 Stage Finished Product Cycle Time sM1.5 Stage Product
The average time associated with staging finished sM2.5 Stage Finished
product Product
sM3.6 Stage Finished
Product
RS.3.129 Stock Shelf Cycle Time sD4.4 Stock Shelf
The average time associate with stocking shelves
RS.3.136 Transfer Defective Product Cycle Time sDR1.4 Transfer Defective
The average time associated transfer until product Product
is moved to the next process.
RS.3.137 Transfer Excess Product Cycle Time sDR3.4 Transfer Excess
RS.3.138 Transfer MRO Product Cycle Time sDR2.4 Transfer MRO
RS.3.139 Transfer Product Cycle Time sS1.4 Transfer Product
The average time associated transfer until product sS2.4 Transfer Product
is moved to the next process. sS3.6 Transfer Product
1.2.19

RS
RS.3.140 Verify Product Cycle Time sS1.3 Verify Product

The average time associated with verifying raw sS2.3 Verify Product
material product sS3.5 Verify Product
RS.3.141 Waste Accumulation Time sM1.7 Waste Disposal
The time required to collect and properly store sM2.7 Waste Disposal
production waste sM3.8 Waste Disposal
RS.3.142 Package Cycle Time sM1.4 Package
The average time associated with packaging the sM2.4 Package
product in the Make process. sM3.5 Package
1.2.20

Agility
AG.1.1 Upside Supply Chain Flexibility
The number of days required to achieve an unplanned sustainable 20% increase in quantities
delivered.
Note - 20% is a number provided for benchmarking purposes. For some industries and some
organizations 20% may be in some cases unobtainable or in others too conservative. The new
operating level needs to be achieved without a significant increase of cost per unit. Component
metrics (Upside Source Flexibility, Upside Make Flexibility, etc.) can be improved in parallel and as a
result, this calculation requires the result to be the least amount of time to achieve the desired
result).
Calculation
Supply Chain Flexibility is the minimum time required to achieve the unplanned sustainable increase
when considering Source, Make, and Deliver components.
Total elapsed days between the occurrence of the unplanned event and the achievement of
sustained plan, source, make, deliver and return performance. Note: Elapsed days are not
necessarily the sum of days required for all activities as some may occur simultaneously. For
example, if it requires 90 days achieve a 20% increase in raw material volume, 60 days for adding
capital to support production, and no time to increase the ability to deliver, upside supply chain
flexibility would be 90 days (if production changes can run concurrently with material acquisition
activities) or as much as 150 days if production changes and material acquisition changes must run
sequentially.
Data collection
Data for the components that are used to drive the calculation of supply chain flexibility are taken
from the actual planning activities incurred in devising the actions to be taken and the execution
activities themselves. Neither the complete set of activities nor any given subset of those activities
can be identified except in either contingency plans (in which case they are hypothetical), special
analytical simulations conducted for the purpose of predicting total elapsed time, or after the fact
(when they have actually occurred and are unlikely to reoccur in the same combination). Flexibility
measures are assumption based or based on historic events.
Discussion
Certainly enterprises deal with change all the time. In most cases, these changes are minor
deviations from the norm or fleeting blips in the marketplace. Also, certainly, most supply chains
move through these changes almost effortlessly and, in this regard, demonstrate equivalent
flexibility. In many extreme cases, however, it is possible that a particular supply chain has reached a
condition of relative rigidity (say, at capacity or rigid, constraining agreements with partners) and a
seemingly minor increase in production requirement can consume much time and effort as the
supply chain struggles to restore its capability to perform.
It is evidenced that enterprises engaged in appropriate business risk and competitive contingency
planning activities will usually be in a better position to optimize overall supply chain performance
and these activities are presented as best practices later in this document.
When change is known in advance (such as Wal-Mart requiring RFID devices on all delivered cases,
or a major sourcing change is planned to occur), and is incorporated in the enterprises operating
plan, then the time incurred to undertake the adaptation isnt necessarily a reflection of the supply
chains flexibility. While flexibility is still addressed, it is frequently clouded by other considerations in
1.3.1

the operating plan. Unplanned change is the primary consideration in measuring the supply chains
flexibility.
Hierarchy
AG.2.1 Upside Source Flexibility

AG.2.2 Upside Make Flexibility
AG.2.3 Upside Deliver Flexibility
AG.2.4 Upside Source Return Flexibility
AG.2.5 Upside Deliver Return Flexibility
Processes
SCOR Supply Chain
Practices

BP.163 Optimized Supplier Count
1.3.2

The number of days required to achieve an unplanned sustainable 20% increase in quantity of raw
materials. Note: This is a planning activity normally considering constraints to increase delivery that
results in an estimate. Possible constraint factors are included in this section.
Discussion
Current elements needed to fully understand future requirements, to establish 20% gap, based
on the question "How long will it take for the company to sustain a 20% increase in quantities
sourced?" These elements are mainly output metrics from other attributes ... responsiveness,
reliability, cost, asset management.
Source: Input
Demand
Current source volumes
Amount of each item purchased
Staffing
Staff needed to meet current demand
Productivity-purchase orders per FTE
Needed, but may be underutilized
Capital
Current capital requirements
Credit line
Cash on hand
Accounting procedures
Materials
All else equal in make, deliver, return, current inventory on hand (raw material and purchased
finished goods), including safety stock required to sustain current order fulfillment.
Assuming optimized inventory practices (no excess inventory)
Current sourcing/supplier constraints
Current contract terms.
Nature of items; commodity/sole source.
Cycle time
Current procurement cycle time
Time to place a purchase order
Supplier lead time
Source: Resource Availability Assessment & Ramp-up/Lead Time

Elements needed to establish 20% delta in resources and what is required to meet the 20%
delta based on the question How long will it take for the company to sustain a 20% increase in
quantities sourced?
Demand
Additional source volume
Staffing
Staff availability in procurement (underutilized FTEs)
Amount of time needed to recruit/hire/train additional staff to fill gap between
underutilized FTEs and staff needed to sustain 20% increase in quantities delivered
Capital
1.3.3

Current capital availability

Credit line
Cash on hand
Amount of time needed to obtain capital to fill gap between current capital availability and
capital needed to sustain 20% increase in quantities ordered
Materials
Sourcing Constraints
Time required in negotiating new source/volume contracts/terms
Time required to find/obtain additional sources
All else equal in make, deliver, return, amount of time needed to obtain, deliver and phase
in inventory (raw material and purchased finished goods) for order fulfillment, including
safety stock to sustain 20% increase in quantities sourced.
Cycle Time
Amount of time needed to reach and sustain current procurement cycle time
Supplier lead time
Practices
BP.100 Strategic Sourcing

1.3.4

The number of days required to achieve an unplanned sustainable 20% increase in production with
the assumption of no raw material constraints.
Note: This is a planning activity normally considering constraints to increase delivery that results in
an estimate.
Discussion
Current elements needed to fully understand future requirements, to establish 20% gap, based on
the question "How long will it take for the company to sustain a 20% increase in
quantities produced?" These elements are mainly output metrics from other attributes ...
responsiveness, reliability, cost, asset management.
Make: Input
Demand
Current make volumes
Amount of each item manufactured
Labor
Labor needed to meet current demand
Productivity-units/orders per FTE
Capital/Assets
Internal and External (outsourced) capacity needed for current demand throughput
Facilities, space
Manufacturing equipment, materials handling and packaging equipment, etc.
Credit line
Cash on hand
Finance Procedures (outsource vs. in-source, make vs. buy, lease vs. purchase)
Materials
All else equal in source, deliver and return, current inventory on hand (WIP and finished
goods), including safety stock required to sustain current order fulfillment.
Cycle Time
Current manufacturing cycle time (all else equal including procurement order cycle time and
supplier lead time)
Make: Resource Availability Assessment & Ramp-up/Lead Time

Elements needed to establish 20% delta in resources and what is required to meet the 20%
delta based on the question "How long will it take for the company to sustain a 20% increase in
quantities produced?"
Demand
1.3.5

Additional make volume

Labor
Direct labor availability and percent of labor used in manufacturing, not used in direct activity
(underutilized FTEs)
Amount of time needed to recruit/hire/train additional labor to fill gap between underutilized
FTEs and labor needed to sustain 20% increase in quantities manufactured
Capital/Assets
Current Internal Capacity utilization
Facilities, space
Credit line
Cash on hand
Finance Procedures (outsource vs. in-source, lease vs. purchase)
Amount of time needed to obtain capital to fill gap between underutilized asset capacity and
assets needed to sustain 20% increase in quantities delivered
Amount of time needed to obtain assets/capacity to fill gap between underutilized asset
capacity and assets needed to sustain 20% increase in quantities delivered
Facilities, space
Outsourcing Alternatives to capital
Supplemental Outsource/lease availability
Facilities, lease building, etc.
Lease manufacturing equipment, materials handling and packaging equipment, etc.
Co-packers
Amount of time needed to obtain supplemental outsourced or leased resources or facilities to
sustain 20% increase in quantities made
Materials
All else equal in source, deliver and return, amount of time needed to receive and phase in raw
material inventory for manufacturing and make WIP and FG inventory, including safety stock to
sustain 20% increase in quantities manufactured)
Cycle Time
Amount of time needed to reach and sustain current manufacturing cycle time (all else equal
including procurement order cycle time and supplier lead time)
Processes
sM1 Make-to-Stock
sM2 Make-to-Order
1.3.6

The number of days required to achieve an unplanned sustainable 20% increase in quantity
delivered with the assumption of no other constraints.
an estimate.
Discussion
Deliver: Input
Current elements needed to fully understand future requirements, to establish 20% gap, based on
the question How long will it take for the company to sustain a 20% increase in quantities
delivered? These elements are mainly output metrics from other attributes . . . responsiveness,
Demand
Current delivery volume
Number of orders shipped
Labor
Productivity-orders per FTE
Capital/Assets
Internal and External (3PL) capacity needed for current demand throughput
Facilities, space
Fleet equipment, outside carrier loads, materials handling equipment, etc.
Credit line
Cash on hand
Materials
All else equal in source, make, return, current finished goods inventory on hand (including
safety stock required to sustain current order fulfillment)
Cycle Time
Current logistics order cycle time (all else equal including procurement order cycle time,
supplier lead time, manufacturing cycle time, etc.)
Customer order processing cycle time (logistics only)
Dock-to-stock cycle time
Pick-to-ship cycle time
Transit time
Deliver: Resource Availability Assessment & Ramp-up/Lead Time
1.3.7

Elements needed to establish 20% delta in resources and what is required to meet the 20% delta
based on the question How long will it take for the company to sustain a 20% increase in quantities
delivered?
Demand
Additional delivery volume
Labor
Direct labor availability and percent of labor used in logistics, not used in direct activity
Amount of time needed to recruit/hire/train additional labor to fill gap between underutilized
FTEs and labor needed to sustain 20% increase in quantities delivered
Capital/Assets
Facilities space
Fleet equipment, materials handling equipment, etc.
Credit line
Cash on hand
assets needed to sustain 20% increase in quantities delivered
capacity and assets needed to sustain 20% increase in quantities delivered
Facilities, space
3PL facilities, lease building, etc.
Full service lease fleet, materials handling, etc. equipment
Outside carriers
Amount of time needed to obtain supplemental outsourced or leased resources or facilities to
sustain 20% increase in quantities delivered
Materials
All else equal in source, make, return, amount of time needed to increase finished inventory for
order fulfillment (time to receive/stock inventory, including safety stock to sustain 20% increase
in quantities delivered)
Cycle Time
Amount of time needed to reach and sustain current logistics order cycle time (all else equal
including procurement order cycle time, supplier lead time, manufacturing cycle time, etc.)
Transit time
1.3.8

Processes

1.3.9

The number of days required to achieve an unplanned sustainable 20% increase in the return
of raw materials to suppliers.
an estimate.
Discussion
Source Return: Input
Assuming no supplier constraints, current elements needed to fully understand future
requirements, to establish 20% gap, based on the question How long will it take for the company to
sustain a 20% increase in quantities returned to suppliers? These elements are mainly output
metrics from other attributes... responsiveness, reliability, cost, asset management.
Demand
Current return volume
Number of orders returned
Staff / Labor
Procurement Staff / Logistics Labor needed to meet current returned volume
Productivity-orders returned per FTE
Capital/Assets
Internal and External (3PL) capacity needed for current return throughput
Facilities, space
Credit line
Cash on hand
Cycle Time
Current supplier return order cycle time
Supplier return order processing cycle time (procurement and logistics)
Transit time
Source Return: Resource Availability Assessment & Ramp-up/Lead Time
Assuming no supplier constraints, elements needed to establish 20% delta in resources and what is
required to meet the 20% delta based on the question How long will it take for the company
to sustain a 20% increase in quantities returned to suppliers?
Demand
Additional supplier return volume
Staff / Labor
Procurement staff / Logistics labor availability (underutilized FTEs)
1.3.10

Amount of time needed to recruit/hire/train additional staff / labor to fill gap between
underutilized FTEs and staff / labor needed to sustain 20% increase in quantities
returned to suppliers
Capital/Assets
Facilities, space
Credit line
Cash on hand
Amount of time needed to obtain capital to fill gap between underutilized asset capacity
and assets needed to sustain 20% increase in quantities returned to suppliers
capacity and assets needed to sustain 20% increase in quantities returned to suppliers
Facilities, space
Outside carriers
Amount of time needed to obtain supplemental outsourced or leased resources or
facilities to sustain 20% increase in quantities returned to suppliers
Cycle Time
Amount of time needed to reach and sustain current supplier return order cycle time
Transit time
Practices
BP.126 Supply Chain Visibility System
1.3.11

The number of days required to achieve an unplanned sustainable 20% increase in the return of
finished goods from customers.
an estimate.
Discussion
Deliver Return: Input
Assuming no customer constraints, current elements needed to fully understand future
requirements, to establish 20% gap, based on the question How long will it take for the company to
sustain a 20% increase in quantities returned from customers? These elements are mainly output
metrics from other attributes... responsiveness, reliability, cost, asset management.
Demand
Staff / Labor
Customer Service Staff / Logistics Labor needed to meet current returned volume
Capital/Assets
Facilities, space
Credit line
Cash on hand
Cycle Time
Current customer return order cycle time
Customer return order processing cycle time (customer service and logistics)
Transit time
Return processing and disposition cycle time
Deliver Return: Resource Availability Assessment & Ramp-up/Lead Time
Assuming no customer constraints, elements needed to establish 20% delta in resources and what
is required to meet the 20% delta based on the question How long will it take for the company to
sustain a 20% increase in quantities returned to suppliers?
Demand
Additional customer return volume
Staff / Labor
Customer Service staff / Logistics labor availability (underutilized FTEs)
1.3.12

Amount of time needed to recruit/hire/train additional staff / labor to fill gap between
underutilized FTEs and staff / labor needed to sustain 20% increase in quantities returned
from customers
Capital/Assets
Facilities, space
Credit line
Cash on hand
assets needed to sustain 20% increase in quantities returned from customers
capacity and assets needed to sustain 20% increase in quantities returned from customers
Facilities, space
Outside carrier
Amount of time needed to obtain supplemental outsourced or leased resources or facilities
to sustain 20% increase in quantities returned from customers
Cycle Time
Amount of time needed to reach and sustain current customer return order cycle time
Transit time
Processes

Practices
1.3.13

AG.1.2 Upside Supply Chain Adaptability
The maximum sustainable percentage increase in quantity delivered that can be achieved in 30
days.
Notes: 30 days is an arbitrary number provided for benchmarking purposes. For some industries and
some organizations 30 days may be in some cases unobtainable or in others too conservative. Note:
Component metrics (Upside Source Adaptability, Upside Make Adaptability, etc.) can be improved in
parallel and as a result, this calculation requires the result to be the least increase in quantity
sustainable in 30 days. The new operating level needs to be achieved without a significant increase
of cost per unit.
Calculation
Supply chain adaptability is the least quantity sustainable when considering Source, Make, Deliver
and Return components.
Data collection
Adaptability measures are assumption based or based on historic events. Some elements can be
measured and taken as a basis for further considerations. Adaptability measures are based on the
actual number of returns compared to the maximum number of returns which can be achieved within
30 days. The weakest component determines the overall volume.
Discussion
The calculation of Supply Chain Adaptability requires the calculation to be the least quantity
sustainable when considering Source, Make, Deliver and Return components.
Profit & Loss (Income Statement) Impact
Revenue
COGS
SGA
Balance Sheet Impact
Inventory
Hierarchy
AG.2.6 Upside Source Adaptability

AG.2.7 Upside Make Adaptability
AG.2.8 Upside Deliver Adaptability
AG.2.9 Upside Source Return Adaptability
AG.2.10 Upside Deliver Return Adaptability
Processes
SCOR Supply Chain
Practices

1.3.14

The maximum sustainable percentage increase in raw material quantities that can be acquired/
received in 30 days.
Discussion
Source: Input
Current elements needed to fully understand future requirements, to establish the volume delta
that can be sustained based on the question How much of an increase in quantities sourced
(expressed as a percentage) can the company sustain, given 30 days? These elements are mainly
output metrics from other attributes... responsiveness, reliability, cost, asset management.
Demand
Staffing
Capital
Credit line
Cash on hand
Materials
All else equal in make, deliver, return, current inventory on hand (raw material and
purchased finished goods), including safety stock required to sustain current order
fulfillment.
Cycle Time
Supplier lead time
Source: Resource Availability Assessment & Ramp-up/Lead Time
Elements needed to establish delta in resources and what can be ramped up and sustained
within 30 days based on the question How much of an increase in quantities sourced (expressed as
a percentage) can the company sustain, given 30 days?
Demand
Additional source volume to be determined given ramped up resources below
Staffing
How much staff can be recruited/hired and trained fill gap between underutilized FTEs and
FTEs needed to increase and sustain quantities sourced given 30 days
1.3.15

Capital
Credit line
Cash on hand
How much capital can be obtained to increase quantities sourced given 30 days
Materials
Time required to find/obtain additional sources
All else equal in make, deliver, return, how much inventory (raw material and purchased
finished goods) can be obtained, delivered and phased in and sustained for order
fulfillment, including safety stock given 30 days.
Cycle Time
Procurement order cycle time reestablished and sustained for increased quantities sourced
given 30 days.
Supplier lead time
1.3.16

The maximum sustainable percentage increase in production that can be achieved in 30 days with
the assumption of no raw material constraints.
Discussion
Make: Input
Current elements needed to fully understand future requirements, to establish the volume delta that
can be sustained based on the question How much of an increase in quantities produced
output metrics from other attributes . . . responsiveness, reliability, cost, asset management.
Demand
Labor
Capital/Assets
Facilities, space
Credit line
Cash on hand
Materials
Cycle Time
supplier lead time)
Make: Resource Availability Assessment & Ramp-up/Lead Time
within
30 days based on the question How much of an increase in quantities produced (expressed
as a percentage) can the company sustain, given 30 days?
Demand
Additional make volume to be determined given increased resources below
1.3.17

Labor
How much labor can be recruited/hired and trained fill gap between underutilized FTEs and
FTEs needed to increase and sustain quantities produced given 30 days
Capital/Assets
Facilities, space
Credit line
Cash on hand
How much capital can be obtained to fill gap between underutilized asset capacity and
assets needed to increase and sustain quantities produced given 30 days
How much assets/capacity can be obtained to fill gap between underutilized asset capacity
and assets needed to increase and sustain quantities produced given 30 days
Facilities, space
Co-packers
How much supplemental outsourced or leased resources or facilities can be obtained to
increase and sustain quantities produced given 30 days
Materials
All else equal in source, deliver and return, how much raw material inventory can be
received and phased into manufacturing and produced into WIP and FG inventory, and
sustained for order fulfillment, including safety stock given 30 days.
Cycle Time
Manufacturing cycle time reestablished and sustained for increased quantities produced
given 30 days.
Processes
sM1 Make-to-Stock
sM2 Make-to-Order
1.3.18

The maximum sustainable percentage increase in quantities delivered that can be achieved in 30
days with the assumption of unconstrained finished good availability.
Discussion
Deliver: Input
that can be sustained based on the question How much of an increase in quantities delivered
output metrics from other attributes ... Responsiveness, reliability, cost, asset management.
Demand
Labor
Capital/Assets
Facilities, space
Credit line
Cash on hand
Materials
Cycle Time
Transit time
Deliver: Resource Availability Assessment & Ramp-up/Lead Time
within 30 days based on the question How much of an increase in quantities delivered (expressed
as a percentage) can the company sustain, given 30 days?
Demand
Additional delivery volume to be determined given increased resources below
1.3.19

Labor
How much labor can be recruited/hired and trained fill gap between underutilized FTEs and
FTEs needed to increase and sustain quantities delivered given 30 days
Capital/Assets
Facilities, space
Credit line
Cash on hand
How much capital can be obtained to fill gap between underutilized asset capacity and assets
needed to increase and sustain quantities delivered given 30 days
and assets needed to increase and sustain quantities delivered given 30 days
Facilities, space
Outside carriers
increase and sustain quantities delivered given 30 days
Materials
All else equal in source, make, return, amount of how much finished goods inventory can be
received/stocked, including safety stock to sustain quantities delivered given 30 days
Cycle Time
Logistics cycle time reestablished and sustained for increased quantities delivered given 30
days (all else equal including procurement order cycle time, supplier lead time, manufacturing
cycle time, etc.)
Transit time
Processes
1.3.20

The maximum sustainable percentage increase in returns of raw materials to suppliers that can be
achieved in 30 days.
Discussion
Source Return: Input
Assuming no supplier constraints, current elements needed to fully understand future requirements,
to establish the volume delta that can be sustained based on the question How much of an increase
in quantities returned to suppliers (expressed as a percentage) can the company sustain, given 30
days? These elements are mainly output metrics from other attributes . . . responsiveness,
Demand
Staff / Labor
Procurement Staff / Logistics Labor needed to meet current returned volume
Capital/Assets
Facilities, space
Credit line
Cash on hand
Cycle Time
Current supplier return order cycle time
Transit time
Source Return: Resource Availability Assessment & Ramp-up/Lead Time
Assuming no supplier constraints, elements needed to establish delta in resources and what can
be ramped up and sustained within 30 days based on the question How much of an increase in
quantities returned to suppliers (expressed as a percentage) can the company sustain, given 30
days
Demand
Additional supplier return volume to be determined given increased resources below
Staff / Labor
Procurement staff / Logistics labor availability (underutilized FTEs)
1.3.21

How much procurement staff/logistics labor can be recruited/hired and trained fill gap
between underutilized FTEs and FTEs needed to increase and sustain quantities returned
to suppliers given 30 days
Capital/Assets
Facilities, space
Credit line
Cash on hand
assets needed to increase and sustain quantities returned to suppliers given 30 days
and assets needed to increase and sustain quantities returned to suppliers given 30 days
Facilities, space
Outside carriers
increase and sustain quantities returned to suppliers given 30 days
Cycle Time
Source return cycle time reestablished and sustained for increased quantities returned to
suppliers given 30 days
Pick-to-ship
Practices
1.3.22

The maximum sustainable percentage increase in returns of finished goods from customers that can
be achieved in 30 days.
Discussion
Deliver Return: Input
Assuming no customer constraints, current elements needed to fully understand future
requirements, to establish the volume delta that can be sustained based on the question How
much of an increase in quantities returned from customers (expressed as a percentage) can the
company sustain, given 30 days? These elements are mainly output metrics from other attributes .
. . responsiveness, reliability, cost, asset management.
Demand
Staff / Labor
Customer Service Staff / Logistics Labor needed to meet current returned volume
Capital/Assets
Facilities, space
Credit line
Cash on hand
Cycle Time
Current customer return order cycle time
Transit time
Deliver Return: Resource Availability Assessment & Ramp-up/Lead Time
Assuming no customer constraints, elements needed to establish delta in resources and what can
be ramped up and sustained within 30 days based on the question How much of an increase in
quantities returned from customers (expressed as a percentage) can the company sustain, given 30
days
Demand:
Additional customer return volume to be determined given increased resources below
Staff / Labor
Customer Service staff / Logistics labor availability (underutilized FTEs)
1.3.23

How much customer service staff/logistics labor can be recruited/hired and trained fill gap
between underutilized FTEs and FTEs needed to increase and sustain quantities returned
from customers given 30 days
Capital/Assets
Facilities, space
Credit line
Cash on hand
assets needed to increase and sustain quantities returned from customers given 30 days
and assets needed to increase and sustain quantities returned from customers given 30
days
Facilities, space
Outside carriers
increase and sustain quantities returned from customers given 30 days
Cycle Time
Deliver return cycle time reestablished and sustained for increased quantities returned to
suppliers given 30 days
Transit time
Processes

Practices
1.3.24

AG.1.3 Downside Supply Chain Adaptability
The reduction in quantities ordered sustainable at 30 days prior to delivery with no inventory or cost
penalties.
Note: 30 days is an arbitrary number provided for benchmarking purposes. For some industries
and some organizations 30 days may be in some cases unobtainable or in others too
conservative.
Calculation
Downside Source Adaptability + Downside Make Adaptability + Downside Deliver Adaptability
Downside Supply Chain Adaptability is the least reduction sustainable when considering Source,
Make, Deliver and Return components.
Data collection Adaptability measures are assumption based on historic events. Some elements
can be measured and taken as a basis for further considerations.
Discussion The calculation of Supply Chain Adaptability requires the calculation to be the least
quantity sustainable when considering Source, Make, Deliver and Return components.
Profit & Loss (Income Statement) Impact
Revenue
COGS
SGA
Balance Sheet Impact
Inventory
Hierarchy
AG.2.11 Downside Source Adaptability

AG.2.12 Downside Make Adaptability
AG.2.13 Downside Deliver Adaptability
Processes
SCOR Supply Chain
Practices

1.3.25

The raw material quantity reduction sustainable at 30 days prior to delivery with no inventory or cost
penalties.
Discussion
Source: Input
that can be sustained based on the question How much of a reduction in quantities sourced
output metrics from other attributes ... responsiveness, reliability, cost, asset management.
Demand
Staffing
Capital
Materials
All else equal in make, deliver, return, current inventory on hand (raw material and purchased
finished goods), including safety stock required to sustain current order fulfillment.
Cycle Time
! Supplier lead time
Source: Resource Availability Assessment & Ramp-down/Lead Time
Elements needed to establish delta in resources and what can be ramped down and sustained at 30
days prior to delivery based on the question How much of a decrease in quantities sourced
(expressed as a percentage) can the company sustain without inventory or cost penalties, given 30
days notice prior to delivery
Demand
Reduced source volume to be determined given ramped down resources below
Staffing
How much staff can be laid-off or diverted to other activities, without cost penalty, to ramp
down to decreased quantities delivered given 30 days notice
Capital
1.3.26


Accounting procedures for selling/diverting/recycling assets
Materials
Time required to ramp down supplier inventory
How much inventory (raw material and purchased finished goods) can be returned, sold or
diverted without cost penalty to ramp down to decreased quantities delivered given 30 days
notice
Cycle Time
Procurement order cycle time reestablished and sustained for decreased quantities sourced
given 30 days.
Supplier lead time
1.3.27

The production reduction sustainable at 30 days prior to delivery with no inventory or cost penalties.
Discussion
Make: Input
that can be sustained based on the question "How much of a reduction in quantities produced
(expressed as a percentage) can the company sustain, given 30 days?" These elements are mainly
Demand
Labor
Capital/Assets
Facilities, space
Materials
Cycle Time
supplier lead time)
Make: Resource Availability Assessment & Ramp-down/Lead Time
days prior to delivery based on the question "How much of a decrease in quantities produced
days notice prior to delivery"
Demand
Reduced make volume to be determined given ramped down resources below
Labor
How much labor can be laid-off or diverted to other activities, without cost penalty, to ramp
1.3.28

Capital/Assets
Facilities, space
Finance Procedures (outsource vs. in-source, make vs. buy, lease vs. purchase) and
effect upon ability to terminate leases or sell capital equipment assets.
How many capital equipment assets can be recycled, diverted or sold or subleased without
cost penalty, to ramp down to decreased quantities delivered given 30 days notice
Facilities, space
Co-packers
How much supplemental outsourced or leased resources or facilities can be terminated to
ramp down to decreased quantities delivered given 30 days notice
Materials
All else equal in source, deliver and return, how much manufacturing quantities (WIP and FG
inventory), including safety stock can be ramped down to decreased order fulfillment quantities
given 30 days notice.
Cycle Time
Manufacturing cycle time reestablished and sustained for decreased quantities produced given
30 days.
Processes
sM1 Make-to-Stock
sM2 Make-to-Order
1.3.29
Downside Deliver Adaptability = The reduction in delivered quantities sustainable at 30 days prior to
delivery with no inventory or cost penalties.
Discussion
Deliver: Input Elements
Current elements needed to fully understand future requirements, to establish what can be
ramped down and sustained at 30 days prior to delivery, based on the question "How much of a
decrease in quantities delivered (expressed as a percentage) can the company sustain without
inventory or cost penalties, given 30 days notice prior to delivery?" These elements are mainly
Demand
Labor
Capital/Assets
Facilities, space
Materials
Cycle Time
Transit time
Deliver: Availability Assessment & Ramp-down/Lead Time
days prior to delivery based on the question "How much of a decrease in quantities delivered
days notice prior to delivery"
Demand:
Reduced delivery volume to be determined given ramped down resources below
1.3.30

Labor
How much labor can be laid-off or diverted to other activities, without cost penalty, to ramp
Capital/Assets
Facilities, space
Finance Procedures (outsource vs. in-source, make vs. buy, lease vs. purchase) and
their effect upon ability to terminate leases or sell capital equipment assets.
How many capital equipment assets can be recycled, diverted or sold without cost penalty, to
ramp down to decreased quantities delivered given 30 days notice
Facilities, space
Outside carriers
How much supplemental outsourced or leased resources or facilities agreements can be
terminated to ramp down to decreased quantities delivered given 30 days notice
Materials
All else equal in source, make, return, how much inventory can be shipped or diverted without
cost penalty to ramp down to decreased quantities delivered given 30 days notice (all else
equal in source and make, includes safety stock)
Transit time
Cycle Time
Logistics cycle time reestablished and sustained for decreased quantities delivered given 30
days (all else equal including procurement order cycle time, supplier lead time, manufacturing
cycle time, etc.)
Processes

1.3.31
AG.1.4 Overall Value at Risk (VAR)
Risk management in organizations traditionally resides within the finance function, due to its inherent
focus on financial impact on the organization. However, most organizations do not assess the supply
chain risk separately. In recent years, supply chain risk management (SCRM) has become the focus
area for finance executives responsible for Enterprise Risk Management. Hence, there is a need to
establish a common language to monetize the supply chain risk. Value at Risk (VaR) is a popular risk
metric widely used by the finance industry to understand the risk exposure of a trading portfolio
based on historic volatility.
Qualitative Relationship Description
The supply chain risk definition extends from suppliers supplier to customers customer and the
global environment they operate in. Hence, any event with a potential to disrupt linkages across the
entire supply chain is considered as a Risk Event. Supply Chain Value at Risk the sum of the
probability of risk events times the monetary impact of the events which can impact any core supply
chain functions (e.g. Plan, Source, Make, Deliver and Return) or key dependencies.
Simple VaR calculation:
VaR = Probability of Risk Event (P) x Monetized Impact of Risk Event (I)
Advanced VaR calculation:

More accurate measures of VaR can be attained by applying more complex calculations, use of
distributions and confidence intervals (see best practices section).
Since VaR is an estimate, traditional estimating techniques of describing accuracy can also be used
i.e. + or 5% (see best practices section).
The use of VaR allows organizations to look at all potential supply chain risks through one metric and
helps prioritize mitigation efforts. All the risk events across supply chain functions Plan, Source,
Make, Deliver, and Return can be rolled up to an overall VaR for the entire supply chain creating a
financial lever to help integrate SCRM into the organizations overall risk management initiative.
Calculation
Supply Chain Risk VAR ($) = VAR $ (Plan) + VAR $ (Source) + VAR $ (Make) + VAR $ (Deliver) +
VAR $ (Return)
Data Collection
A risk event is categorized as any process failure (below target KPI) or disruption which can
adversely impact supply chain cost & performance. Following data are required for the simple VaR
calculation:
Probability of process failure This should be calculated using historical data. Historical data
of the specific process metrics (on time delivery, quality failures, supply delays, machine
failures, etc.) to calculate the number of times the event may perform below the target
(probability). Also, the extent to which it is below the target when it fails.
Probability of external risk event Probability of disruptions like hurricane, earthquake can be
derived through research data or expert opinions
Risk Impact This is a monetary estimate provided by the experts or business function
specialist who can assess the repercussions of the risk event until normalcy is restored
1.3.32

More accurate measures of VaR can be attained by applying the more complex VaR calculation with
the use of distributions and confidence intervals (see best practice section).
Discussion
VaR is a measure of an organizations exposure to supply chain risk events. The effort in measuring
VaR on a periodic basis can provide organizations with an ability to mitigate or respond effectively to
external and internal disruption events. Hence, VaR is a measure of Supply Chain Agility.
Suppliers can be evaluated based upon the VaR and ranked according to the risk of poor
performance. Supply chain risk to customers can also be measured based upon performance
measures (profitability, volume growth, returns, and complaints) as well as products (warranty
claims, etc.). VaR can also be applied to internal supply chain entities such as manufacturing,
distribution or sales locations. Since VaR is a monetized view of the cost of performance below
target, it can be rolled up and examined by any demographic or data cut (by region, by customer, by
supplier, etc.). Many of the mitigation costs captured in a risk management effort are already
included in the Total Supply Chain Management Cost. For this reason, VaR cannot roll up to
TSCMC Level 1 and is used as a diagnostic metric at Level 2 and 3.
Caveats in using VaR :

VaR calculates the probability of non-adherence to metrics value (expected value) based on
historical data or research data.
Data accuracy and inherent prediction errors will also impact VaR accuracy.
VaR is a retrospective and probabilistic derivation of an event risk, which is applied to predict
the possible cumulative loss in the future due to similar risk events.
VaR is a downside Risk Metric. It calculates the estimated loss for each level of probability for
an event. There is no credit given for gains (early arrivals, etc.) for an event therefore it will
differ from the average VaR of an event.
Calculating VaR from historical data requires a large database of events and metrics, and it
could be computationally intensive.
Hierarchy
AG.2.14 Supplier's/Customer's/Products Risk Rating
AG.2.15 Value at Risk (Plan)
AG.2.16 Value at Risk (Source)
AG.2.17 Value at Risk (Make)
AG.2.18 Value at Risk (Deliver)
AG.2.19 Value at Risk (Return)
Processes
SCOR Supply Chain

sE9 Manage Supply Chain Risk
Practices
BP.0149 Supply Chain Risk Management Strategy Implementation and Analysis

1.3.33

BP.001 Supply Chain Risk Management (SCRM)

BP.002 Risk Management Strategies
BP.081 Bowtie Risk Management
BP.143 Preventive Returns
BP.150 Maintain Supply Chain Risk Register
BP.173 Supply Chain Risk Monitoring
1.3.34

The numerical risk rating for supplier, customer or product. Normalized and used for comparison
purposes.
Practices
BP.004 Network Prioritization for Risk Identification

1.3.35

AG
Level-3 Metrics
AG.3.1 % of labor used in logistics, not used in direct sD1 Deliver Stocked
activity Product
sD2 Deliver Make-to-Order
Percent of labor used in logistics, not used in direct
activity Product
sD3 Deliver Engineer-to-
Order Product
AG.3.2 % of labor used in manufacturing, not used in sM1 Make-to-Stock
direct activity sM2 Make-to-Order
Percent of labor used in manufacturing, not used in sM3 Engineer-to-Order
direct activity
AG.3.3 Additional deliver return volume sDR1 Deliver Return
Additional customer return volume Defective Product
sDR2 Deliver Return MRO
Product
sDR3 Deliver Return
Excess Product
AG.3.4 Additional Delivery volume sD1 Deliver Stocked
Additional delivery volume Product
Product
Order Product
AG.3.9 Additional source volumes obtained in 30 days sS1 Source Stocked
Additional source volume to be determined given Product
ramped up resources sS2 Source Make-to-Order
Product
sS3 Source Engineer-to-
Order Product
AG.3.31 Current Deliver Return Volume sDR1 Deliver Return
Current return volume, number of orders returned Defective Product
Product
sDR3 Deliver Return
Excess Product
AG.3.32 Current Delivery Volume sD1 Deliver Stocked
Number of orders shipped Product
Product
Order Product
AG.3.38 Current Make Volume sM1 Make-to-Stock
Amount of each item which are manufactured sM2 Make-to-Order
1.3.36

AG
AG.3.40 Current Purchase Order Cycle Times sS1 Source Stocked

Sum of time to place a purchase order and Product
supplier lead time sS2 Source Make-to-Order
Product
Order Product
AG.3.41 Current source return volume sSR1 Source Return
Current return volume, number of orders returned Defective Product
AG.3.42 Current Source Volume sS1 Source Stocked
Amount of each item which are purchased Product
sS2 Source Make-to-Order
Product
Order Product
AG.3.44 Customer return order cycle time reestablished sDR1 Deliver Return
and sustained in 30 days Defective Product
Customer return order cycle time reestablished sDR2 Deliver Return MRO
and sustained for increased quantities returned Product
from customer given 30 days, including customer sDR3 Deliver Return
return order processing cycle time, transit time, Excess Product
return processing and disposition cycle time, etc.
AG.3.46 Demand sourcing-supplier constraints sS1 Source Stocked
Percentage of orders with on time and accurate Product
documentation supporting the order, including sS2 Source Make-to-Order
packing slips, bills of lading, invoices, etc. [Total Product
number of orders delivered with correct and timely sS3 Source Engineer-to-
documentation] / [Total number of orders delivered] Order Product
x 100%
1.3.37

Cost
Cost
Total Cost to Serve C0.1.001

Planning Cost C0.2.001
Planning Labor Cost C0.3.001
Planning Automation Cost C0.3.002
Planning Property, Plant and Equipment Cost C0.3.003
Planning GRC and 0verhead Cost C0.3.004
Sourcing Cost C0.2.002
Sourcing Labor Cost C0.3.005
Sourcing Automation Cost C0.3.006
Sourcing Property, Plant and Equipment Cost C0.3.007
Sourcing GRC, Inventory and 0verhead Cost C0.3.008
Material Landed Cost C0.2.003
Purchased Materials Cost C0.3.009
Material Transportation Cost C0.3.010
Material Customs, Duties, Taxes and Tariffs Cost C0.3.011
Material Risk and Compliance Cost C0.3.012
Production Cost C0.2.004
Production (Direct) Labor Cost C0.3.014
Production Automation Cost C0.3.015
Production Property, Plant and Equipment Cost C0.3.016
Production GRC, Inventory and 0verhead Cost C0.3.017
0rder Management Cost C0.2.005
0rder Management Labor Cost C0.3.018
0rder Management Automation Cost C0.3.019
0rder Management Property, Plant and Equipment Cost C0.3.020
0rder Management GRC and 0verhead Cost C0.3.021
Fulfillment Cost C0.2.006
Transportation Cost C0.3.022
Fulfillment Customs, Duties, Taxes and Tariffs Cost C0.3.023
Fulfillment Labor Cost C0.3.024
Fulfillment Automation Cost C0.3.025
Fulfillment Property, Plant and Equipment Cost C0.3.026
Fulfillment GRC, Inventory and 0verhead Cost C0.3.027
Returns Cost C0.2.007
Discounts and Refunds Cost C0.3.028
Disposition Cost C0.3.029
Return GRC, Inventory and 0verhead Cost C0.3.030
1.4.1

Cost
Cost of Goods Sold CO.2.008
1.4.2

CO.1.001 Total Cost to Serve
The sum of the supply chain cost to deliver products and services to customers. Total Cost to Serve
includes the cost to plan the supply chain, cost to source materials, products, goods, merchandize
and services, cost to produce, manufacture, remanufacture, refurbish, repair and maintain goods
and services if applicable, cost to manage orders, customer inquiries and returns, and cost to deliver
products and services at the agreed location (point of revenue).
Total Cost to Serve comprises of two types of cost:
Direct cost. Cost that can be directly attributed to fulfilling customer orders. For example the
cost of the materials used and/or delivered, all direct supply chain labor, etc.
Indirect cost. Cost required (or occurring) to operate the supply chain. For example: Cost to
lease and maintain equipment, inventory depreciation, damage and returns costs, and more.
Total Cost to Serve can be measured per event and at the aggregated supply chain level (assuming
reporting capabilities exist). Measuring Cost to Serve at transactional level generally requires activity
based costing capabilities for direct cost and a system to allocate indirect cost.
Calculation: Total Cost to Serve is the sum of:
C0.2.001 Planning Cost
C0.2.002 Sourcing Cost
C0.2.003 Material Landed Cost
C0.2.004 Production Cost
C0.2.005 0rder Management Cost
C0.2.006 Fulfillment Cost
C0.2.007 Returns Cost
Unit of Measure: Total Cost to Serve is measured in monetary units.
Notes: SCC strongly cautions against aggregating Total Cost to Serve for multiple supply chains as
this may hide or overstate problems.
Hierarchy
C0.2.001 Planning Cost

C0.2.002 Sourcing Cost
C0.2.003 Material Landed Cost
C0.2.004 Production Cost
C0.2.005 0rder Management Cost
C0.2.006 Fulfillment Cost
C0.2.007 Returns Cost
C0.2.008 Cost of Goods Sold
Processes
SC0R Supply Chain

sP Plan
sS Source
sM Make
1.4.3

sD Deliver
sR Return
sE Enable
Practices

BP.165 Convergence of SC0R with Lean and Six Sigma
1.4.4

CO2.001 Planning Cost
The total cost of personnel, automation, assets and overhead associated with supply chain planning
processes. This includes activities associated with organizing, preparing, hosting and attending
planning meetings, gathering and judging statistical demand data, gathering, aggregating and
judging supply data, managing planning data and publishing plans.
Calculation: The sum of cost associated with supply chain planning processes. Planning Cost
equals the sum of:
Planning Labor Cost
Planning Automation Cost
Planning Property, Plant and Equipment Cost
Planning Governance, Risk, Compliance (GRC) and 0verhead Cost
Data collection: Data is collected by identification, allocation and assigning relevant cost of planning
process related departments or by identification of the cost of planning activities (e.g. Activity Based
Costing). The following cost should be excluded:
Cost associated with scheduling of customer orders, production orders, purchase orders and
return authorizations which are already included in 0rder Management Cost, Direct Make
Labor Cost or Sourcing Cost.
0ther non-planning related costs that are included in cost metrics not listed above.
Unit of Measure: Planning Cost is measured in monetary units. For benchmark purposes these
costs may be reported as a percentage of C0.1.001 Total Cost to Serve.
Hierarchy
C0.3.001 Planning Labor Cost

C0.3.002 Planning Automation Cost
C0.3.003 Planning Property, Plant and Equipment Cost
C0.3.004 Planning GRC and 0verhead Cost
Processes
sP Plan
sP2 Plan Source
sP3 Plan Make
sP4 Plan Deliver
sP5 Plan Return
sE Enable
Practices
BP.139 Vendor Managed Inventory (VMI)

BP.093 Publish Production Plan
BP.094 Characteristics-based Forecasting
1.4.5

CO.2.001 Planning Cost
1.4.6

CO.3.001 Planning Labor Cost
The costs associated with the personnel performing the tasks associated with supply and demand
planning in support of operating the supply chain. This includes activities associated with organizing,
preparing, hosting and attending planning meetings, gathering, aggregating and judging statistical
demand data, gathering, aggregating and judging supply data, balancing supply and demand,
managing planning data and publishing plans. Planning labor cost measures the labor directly
associated with these activities.
Labor cost includes: wages, income taxes (federal, national, state, regional, and local), and
employer contributions to health insurance, social security and retirement plans.
Planning Labor Cost is measured in monetary units. For benchmark purposes these costs may be
reported as a percentage of C0.1.001 Total Cost to Serve.
Processes

sP2 Plan Source
sP3 Plan Make
sP4 Plan Deliver
sP5 Plan Return
sE4 Manage Supply Chain Human Resources
Practices

BP.156 Collaborative Planning, Forecasting and Replenishment (CPFR)
BP.090 Days of Supply Based MRP Proposal Management
1.4.7

CO.3.002 Planning Automation Cost
The costs associated with the automation (software, hardware, maintenance and consumable
materials) of supply chain planning processes. Automation costs include acquisition, depreciation
and disposition of hardware, licensing fees, cost of maintenance contracts, labor cost of internal and/
or external automation maintenance and support staff.
If planning automation is (partially) outsourced then Planning Automation Cost is the sum of the
invoices from the outsourcing partners plus any additional internal automation cost incurred. Labor
costs associated with automation are reported in Planning Automation Cost or alternatively Planning
Labor Cost. Avoid double counting or omission of these labor costs.
Planning Automation Cost is measured in monetary units. For benchmark purposes these costs may
be reported as a percentage of C0.1.001 Total Cost to Serve.
Processes

sP2 Plan Source
sP3 Plan Make
sP4 Plan Deliver
sP5 Plan Return
sE3 Manage Data and Information
Practices

BP.099 Data Warehousing/Business Intelligence
1.4.8

CO.3.003 Planning Property, Plant and Equipment Cost
The costs associated with the (fixed) assets designated to support supply chain planning processes.
PP&E costs include the cost of leases, rents, acquisition, depreciation, maintenance and disposition
of land, buildings and equipment and labor cost and expenses of internal and/or external
maintenance and support staff.
Cost of automation equipment is excluded from Planning PP&E Cost as these cost are reported as
Planning Automation Cost. Labor costs associated with PP&E are reported in Planning Property,
Plant and Equipment Cost or alternatively Planning Labor Cost. Avoid double counting or omission
of these labor costs.
Planning Property, Plant and Equipment Cost is measured in monetary units. For benchmark
purposes these costs may be reported as a percentage of C0.1.001 Total Cost to Serve.
Processes

sP2 Plan Source
sP3 Plan Make
sP4 Plan Deliver
sP5 Plan Return
sE5 Manage Supply Chain Assets
Practices
1.4.9

CO.3.004 Planning GRC and Overhead Cost
The governance, risk management, compliance and overhead costs allocated to supply chain
planning processes. This may include cost of supporting organizations, e.g. Human Resources
department, Legal department, Quality department, as well as office supplies and other indirect cost.
Example costs include:
Quality management cost
Risk mitigation costs
Compliance remediation costs
Process improvement costs
Cost of Office supplies
Planning Governance, Risk, Compliance and Overhead Cost is measured in monetary units. For
benchmark purposes these costs may be reported as a percentage of CO.1.001 Total Cost to Serve.
Processes

sP2 Plan Source
sP3 Plan Make
sP4 Plan Deliver
sP5 Plan Return
sE1 Manage Supply Chain Business Rules
sE2 Manage Performance
sE8 Manage Regulatory Compliance
Practices

BP.174 Supply Chain Risk Assessment
1.4.10

CO.2.002 Sourcing Cost
The total cost associated with managing the ordering, receiving, inspection and warehousing of
materials, products, merchandise and services. These cost include labor costs for managing
material acquisition, managing supplier performance, purchase order management, material
handling, inspection and storage and sourcing overhead such as automation, facilities and indirect
materials.
Calculation: The sum of all cost associated with the management and execution of purchasing
materials. Sourcing Cost equals the sum of:
Sourcing Labor Cost
Sourcing Automation Cost
Spurcing Property, Plant and Equipment Cost
Sourcing Governance, Risk, Compliance (GRC) and 0verhead Cost
Data collection: Data is collected by identification of relevant cost for each department or by activity
(e.g. Activity Based Costing). The following cost should be excluded:
The price paid for the materials and bringing these materials to the location of use or storage
Cost of identifying, qualifying and selecting suppliers (except for sS3 : Engineer-to-order
processes)
Cost of negotiating pricing and conditions (except for sS3 : Engineer-to-order processes)
Cost of pre-processing the material, as these would be Make related costs
Unit of Measure: Sourcing Cost is measured in monetary units. For benchmark purposes these
Notes: The total cost associated with Source processes is reported using two level-2 metrics:
C0.2.003 Material Landed Cost (Landed Cost) is the cost of (or 'price paid' for) the materials;
C0.2.002 Sourcing Cost is the cost to schedule and execute the receiving, handling, inspection and
storage of these materials. In reporting Landed Cost and Sourcing Cost make sure no cost are
duplicated or omitted.
Hierarchy
C0.3.005 Sourcing Labor Cost

C0.3.006 Sourcing Automation Cost
C0.3.007 Sourcing Property, Plant and Equipment Cost
C0.3.008 Sourcing GRC, Inventory and 0verhead Cost
Processes
sS Source
sS2 Source Make-to-0rder Product
sS3 Source Engineer-to-0rder Product
sDR2 Deliver Return MR0 Product
sE Enable
1.4.11

Practices

BP.101 Purchasing/Procurement Strategy
1.4.12

CO.3.005 Sourcing Labor Cost
The labor costs associated with the personnel performing the ordering, receiving, processing and
storing purchased materials. This includes activities associated with maintaining supplier data,
processing payment, requesting and reviewing quotations, creating, changing and deleting purchase
orders, scheduling transportation and delivery, arranging transportation insurance and customs
clearance, unloading transportation vehicles, breaking bulk, inspecting, repackaging, storing and
other material handling activities, requesting and providing status updates and approving payment of
invoices. Sourcing labor cost measures the labor directly associated with these activities.
Sourcing Labor Cost is measured in monetary units. For benchmark purposes these costs may be
reported as a percentage of CO.1.001 Total Cost to Serve.
Notes: For returns supply chains (such as reverse logistics supply chains), Sourcing Labor Cost
includes the cost associated with receiving and handling activities for returned materials and
replacement parts.
Processes

sD4.1 Generate Stocking Schedule
sD4.2 Receive Product at Store
sD4.3 Pick Product from backroom
Practices

BP.072 Inbound RMA-enabled Processing
BP.073 Returns Receiving Refurbishment
BP.142 Remote Return Authorization
BP.169 Beyond Economic Repair (BER) Management
BP.011 Production Line Sequencing
1.4.13

CO.3.006 Sourcing Automation Cost
materials) in support of the acquisition of materials and services. Automation costs include
acquisition, depreciation and disposition of hardware, licensing fees, cost of maintenance contracts,
labor cost of internal automation maintenance and support staff.
If sourcing automation is (partially) outsourced then Sourcing Automation Cost is the sum of the
costs associated with automation are reported in Sourcing Automation Cost or alternatively Sourcing
Labor Cost. Avoid double counting or omission of these labor costs.
Sourcing Automation Cost is measured in monetary units. For benchmark purposes these costs may
Processes

Practices

1.4.14

CO.3.007 Sourcing Property, Plant and Equipment Cost
The costs associated with the (fixed) assets designated to support the acquisition of materials,
products, merchandise and services. PP&E costs include the cost of leases, rents, acquisition,
depreciation, maintenance and disposition of land, buildings and equipment and labor cost and
expenses of internal and/or external maintenance and support staff.
Cost of automation equipment is excluded from PP&E Cost as these cost are reported as Sourcing
Automation Cost. Labor costs associated with PP&E are reported in Sourcing Property, Plant and
Equipment Cost or alternatively Sourcing Labor Cost. Avoid double counting or omission of these
labor costs.
Sourcing Property, Plant and Equipment Cost is measured in monetary units. For benchmark
Processes

1.4.15

CO.3.008 Sourcing GRC, Inventory and Overhead Cost
The governance, risk management, compliance, inventory and overhead costs allocated to
acquisition processes (the ordering, receiving, inspecting, processing and storage of purchased
materials, merchandise and services). This may include cost of supporting organizations, e.g.
Human Resources department, Legal department, Quality department, as well as office supplies and
other indirect cost. Example costs include:
Inventory depreciation
Costs of office supplies
Sourcing Governance, Risk, Compliance, Inventory and Overhead Cost is measured in monetary
units. For benchmark purposes these costs may be reported as a percentage of CO.1.001 Total Cost
to Serve.
Processes

Practices

BP.127 Automated Alerts for Material Management
BP.005 Self-Invoicing
BP.015 Safety Stock Planning
BP.087 ABC Inventory Classification
1.4.16

CO.3.008 Sourcing GRC, Inventory and 0verhead Cost
1.4.17

CO.2.003 Material Landed Cost
The total cost associated with buying and making purchased materials, products or merchandize
available to the location of use (location-of-use). These costs include the purchase price (net of any
discounts), freight, insurance and other cost -such as import/export duties, tariffs and other taxes-
associated with sourcing and delivery of the product or commodity to the location-of-use.
Calculation: The sum of the cost (actual price and expenses paid) to deliver materials or
commodities to the location of use, expressed in monetary units:
Purchased Materials Cost
Material Transportation Cost
Material Customs, Duties, Taxes and Tariffs Cost
Material Risk and Compliance Cost
Data collection: Data is collected from (direct) material purchases paid or accrued. The following
costs should be excluded:
Cost of managing purchase requisitions and purchase orders, scheduling deliveries and
processing supplier invoices
Cost of identifying, qualifying and selecting suppliers
Cost of negotiating pricing and conditions
Cost of physical receipt, pre-processing, unpacking, inspecting and storing the material
Unit of Measure: Material Landed Cost is measured in monetary units. For benchmark purposes
these costs may be reported as a percentage of C0.1.001 Total Cost to Serve.
Notes: Location-of-use or -storage may be a raw material warehouse, a plant/factory where the
materials are consumed in a Make process, a distribution center in make or buy supply chains or a
warehouse, distribution center or store in retail supply chains. Direct materials included are:
Raw materials for Make-products 2)
Packaging materials, such as boxes, bags, containers, labels, fillers
Consumer packaged goods for Buy-products 2)
Also known as: Total Landed Cost or TLC.
1) Cost of delivery to location of use for Source processes refers to the total spend to have sourced
materials delivered to the location of use. If the purchase price includes transportation, insurance,
import duties then Landed Cost includes the purchase price only. If purchase price is ex works than
transportation, insurance, import duties should be added/included to purchase price of the goods
and services. The terms and conditions of the agreement governing this blanket or purchase order
determine what needs to be added to Landed Cost.
2) Make and Buy products relate to the Make/Buy decision companies make as part of the product
definition and design processes. A Make-product is a product that is produced vs. a Buy-product,
which is bought as a whole. As an example: retailers primarily source and deliver buy-products.
Hierarchy
C0.3.009 Purchased Materials Cost

C0.3.010 Material Transportation Cost
C0.3.011 Material Customs, Duties, Taxes and Tariffs Cost
C0.3.012 Material Risk and Compliance Cost
1.4.18

Processes
sS Source
sE Enable
sE6 Manage Supply Chain Contracts
sE7 Manage Supply Chain Network
Practices
BP.131 Alternative Supplier Benchmarking

BP.132 Issue Invitation to Tender (Quote)
1.4.19

CO.3.009 Purchased Materials Cost
The total cost of the materials, merchandise and services purchased to produce the final product or
for resale. Purchased Materials Cost is reported at purchase price net of any discounts. Any
additional cost paid (not included in the purchase price) are excluded from Purchased Materials Cost
- See Transportation Cost, Customs and Duties and Risk and Compliance Cost.
Purchased Materials Cost is measured in monetary units. For benchmark purposes these costs may
Notes: Purchased Materials Cost equals Landed Cost if the price paid for the materials includes all
cost associated with delivering the materials to the location of use, examples of such scenario are
Consignment Inventory, Freight-and-Duties-Paid.
Processes

1.4.20

CO.3.010 Material Transportation Cost
The costs associated with the physical transportation of purchased materials to the location-of-use.
Transportation costs include the transportation equipment ownership --depreciation, equipment
insurance, license and registration, financing-- and equipment operating costs (also known as the
costs of driving): fuel, electricity, load insurance, maintenance and parking, tolls and other trip
specific costs. Material handling cost at the receiving location (location-of-use) are excluded from
Material Transportation Cost.
If transportation is (partially) outsourced then Transportation Cost is the sum of the invoices from the
outsourcing partners plus any additional internal transportation cost incurred.
Material Transportation Cost is reported in monetary units. For benchmark purposes these costs
may be reported as a percentage of CO.1.001 Total Cost to Serve.
Notes: Material Transportation Cost is 0 (zero) if the price paid for the materials includes all cost
associated with delivering the materials to the location of use, an example of such scenario is
Consignment Inventory.
Processes

Practices
BP.124 Return Shipment Insurance
BP.123 Return Load Optimization
BP.136 Outsourced Reverse Logistics
1.4.21

CO.3.011 Material Customs, Duties, Taxes and Tariffs Cost
The costs of import/export duties, taxes and tariffs, including the costs of third party services
enabling customs clearance. Internal personnel cost related to customs and duties are reported in
the Sourcing Cost and should therefore not be reported in the Materials Customs, Duties, Taxes and
Duties Cost. Example costs included are:
HTSUS
EU VAT
Import Control System acquisition, maintenance, service, licensing and disposition costs
Harbor maintenance fee
Customs Brokerage fees
Less: Duty Drawback
Materials Customs, Duties, Taxes and Duties Cost is reported in monetary units. For benchmark
Notes: Materials Customs, Duties, Taxes and Duties Cost are 0 (zero) if one or more of the
scenarios apply:
The purchase price paid for the materials includes all cost associated with delivering the
materials to the location of use, an example of such scenario is Consignment Inventory
The purchased goods are delivered by the supplier directly at the customer all duties paid
Processes

1.4.22

CO.3.012 Material Risk and Compliance Cost
The costs associated with acquiring purchased materials (and services). Example costs included in
Material Risk and Compliance Cost are:
Cost of theft, fraud, depreciation and shrinkage of in-transit goods
C-TPAT program costs
Carbon footprint mandate compliance costs
Insurance costs (other than transportation related insurance)
Cost of mitigation of potential risk of supply disruption
Cost of compliance to Health, Safety and Environmental legislation
Material Risk and Compliance Cost is measured in monetary units. For benchmark purposes these
Notes: Material Risk and Compliance Cost can be 0 (zero) if the price paid for the materials includes
all cost associated with delivering the materials to the location of use, an example of such scenario
is Consignment Inventory.
Processes

Practices

1.4.23

1.4.24

CO.2.004 Production Cost
The total cost associated with managing and performing production1) processes, including
scheduling production activities, picking materials and products, performing activities on the product
- such as assembly, disassembly, mixing, forming, chemical processing and repairs - performing
diagnostics, testing, packing, moving, storage and disposition of materials and products. The cost of
materials used are not included in Production Cost. Production can be partially or fully outsourced,
Production Cost can therefore include fees paid to a third party manufacturer, fees for temporary
labor and permanent staff.
Calculation: The sum of costs for labor, rent/lease of facilities, equipment, automation, powering
production locations and equipment for the production of goods/services. Production Cost equals the
sum of:
Production (Direct) Labor Cost
Production Automation Cost
Production Property, Plant and Equipment Cost
Production Governance, Risk, Compliance (GRC), Inventory and 0verhead Cost
Data collection: Data is collected by identification, allocation and assigning relevant cost of
production (Make) process related departments or by identification of the cost of production activities
(e.g. Activity Based Costing).
Unit of Measure: Production Cost is measured in monetary units. For benchmark purposes these
Notes: 1) The name production should be interpreted as Make. Production Cost represents all
conversion or transformation processes described as Make in SC0R. This therefore includes
assembly, disassembly, maintenance, repair, overhaul, recycling, refurbishment and so on.
Hierarchy
C0.3.014 Production (Direct) Labor Cost

C0.3.015 Production Automation Cost
C0.3.016 Production Property, Plant and Equipment Cost
C0.3.017 Production GRC, Inventory and 0verhead Cost
Processes
sM Make
sM1 Make-to-Stock
sM2 Make-to-0rder
sM3 Engineer-to-0rder
sE Enable
Practices
BP.088 360 Degree Closure

BP.092 Balance and firm within horizon
1.4.25

CO.3.014 Production (Direct) Labor Cost
The total cost associated with the personnel performing the activities of Make (producing,
manufacturing, re-manufacturing, refurbishment, MRO, repair and/or recycling). This includes
activities associated with scheduling production activities, bringing materials to the work floor, kitting,
assembly, mixing, pre-processing, inspection, drying, curing, staging, releasing final products and
managing make data. Direct labor refers to the personnel that performs activities that can be directly
attributed to producing the products sold.
Calculation: The sum of all cost associated with the activities to produce products.
production process related departments or by identification of the cost of production activities
(Activity Based Costing). The following cost should be excluded:
Manufacturing overhead, such as cost of facilities and equipment, warehousing cost,
(customer) order management cost
Indirect labor cost, such as Human Resources, Finance
Labor Cost of third party service providers
Unit of Measure: Production (Direct) Labor Cost is measured in monetary units. For benchmark
purposes these costs may be reported as a percentage of CO.1.001 Total Cost to Serve.
Notes: SCOR recognizes that the primary purpose of certain supply chains may be to refurbish,
repair or maintain products or recoup the value of materials (recycling). For these supply chains
direct labor is calculated the same way.
Processes
sM1 Make-to-Stock
sM2 Make-to-Order
Practices

BP.091 Work Center Load Evaluation
1.4.26

CO.3.015 Production Automation Cost
materials) of production processes. Automation costs include acquisition, depreciation and
disposition of hardware, licensing fees, cost of maintenance contracts, labor cost of internal
automation maintenance and support staff.
If production automation is (partially) outsourced then Production Automation Cost is the sum of the
costs associated with automation are reported in Production Automation Cost or alternatively
Production (Direct) Labor Cost. Avoid double counting or omission of these labor costs.
Unit of Measure: Production Automation Cost is measured in monetary units. For benchmark
Notes: Production Automation Cost includes the automation of make processes such as shop floor
control systems, ERP, MRP, inventory management systems. Production equipment such as robotics
and conveyors are included in Property, Plant and Equipment Cost.
Processes
sM1 Make-to-Stock
sM2 Make-to-0rder
Practices

1.4.27

CO.3.016 Production Property, Plant and Equipment Cost
The costs associated with the assets designated to support the production, manufacturing,
assembly, remanufacturing, refurbishment, repair and overhaul of goods. PP&E costs include the
cost of leases, rents, acquisition, depreciation, maintenance and disposition of land, buildings and
equipment and labor cost and expenses of internal maintenance and support staff.
Cost of production automation equipment is excluded from Planning PP&E Cost as these cost are
reported as Production Automation Cost. Labor costs associated with PP&E are reported in
Production Property, Plant and Equipment Cost or alternatively Production Labor Cost. Avoid double
counting or omission of these labor costs.
Production Property, Plant and Equipment Cost is measured in monetary units. For benchmark
Processes
sM1 Make-to-Stock
sM2 Make-to-0rder
Practices
1.4.28

CO.3.017 Production GRC, Inventory and Overhead Cost
The governance, risk management, compliance, inventory and overhead costs allocated to the
production processes (manufacturing, re-manufacturing, refurbishing, repairs, maintenance and
overhaul). This may include cost of supporting organizations, e.g. Human Resources department,
Legal department, Quality department, as well as office supplies and other indirect cost. Example
costs include:
Inventory depreciation
Production Governance, Risk, Compliance, Inventory and Overhead Cost is measured in monetary
to Serve.
Processes
sM1 Make-to-Stock
sM2 Make-to-Order
Practices

BP.111 Electronic Technical Orders and Product Specifications
1.4.29

CO.2.005 Order Management Cost
The total cost of personnel, automation and assets associated with responding to inquiries and
quotes, order entry and maintenance, scheduling transportation, order tracking and tracing, delivery,
installation, invoicing. This may include the cost of managing customer credit and collections.
Calculation: The sum of cost associated with managing customer data, entry, maintenance,
scheduling, prioritization and expedition of customer orders, invoicing and collections. Order
Management Cost equals the sum of:
Order Management Labor Cost
Order Management Automation Cost
Order Management Property, Plant and Equipment Cost
Order Management Governance, Risk, Compliance (GRC) and Overhead Cost
Data collection: Data is collected by identification, allocation and assigning relevant cost of order
management related departments or by identification of the cost of order management activities (e.g.
Activity Based Costing). The following cost should be excluded:
Cost associated with the physical handling of the product
Cost associated with the storage of products
Cost of transportation, delivery and installation
Cost of leasing facilities and equipment related to physical fulfillment of orders
Unit of Measure: Planning Cost is measured in monetary units. For benchmark purposes these
costs may be reported as a percentage of CO.1.001 Total Cost to Serve.
Notes:
Order management cost may include cost from call centers that take orders from customers or
handle return requests. Call centers can perform both supply chain (SCOR) and sales and
support (CCOR) processes. Order management cost should only include the supply chain
related cost of such call center. Sales calls -such as promotions, cold calls- should not be
included in supply chain costs and order management cost. Return authorization management
costs are included in Order Management Cost.
Order management is related to all processes that establish orders for delivery of goods and
services. For example: if within one company a distribution center places an intra-company
order on a factory then the cost associated with entering and maintaining this order are part of
order management cost.
In retail the order management cost are those cost associated with the creation of orders,
invoicing and collections (generally referred to as check-out, but it also includes the cost of
order creation for non-deliver-from-stock goods and services), and also includes the cost
associated with scheduling delivery and installation.
Hierarchy
CO.3.018 Order Management Labor Cost

CO.3.019 Order Management Automation Cost
CO.3.020 Order Management Property, Plant and Equipment Cost
CO.3.021 Order Management GRC and Overhead Cost
Processes
sD Deliver
1.4.30


sR Return
sE Enable
Practices

BP.141 Proactive Return Authorization
1.4.31

The costs associated with the personnel performing the order management tasks of customer order
entry, maintenance and scheduling of deliveries. This includes activities associated with maintaining
customer data, processing payment, credit verification, responding to requests for product and
quotations, creating, changing and deleting customer orders, scheduling transportation and delivery,
arranging transportation insurance and customs clearance, providing status updates and issuing
invoices. Order management labor cost measures the labor directly associated with these activities.
Order Management Labor Cost is measured in monetary units. For benchmark purposes these costs
may be reported as a percentage of CO.1.001 Total Cost to Serve.
Notes: In Retail, Order Management Labor Cost includes the cost of cashiers only. The cost of shelf
stocking personnel, delivery and installation crews is included in CO.3.024 Fulfillment Labor Cost
and the labor cost of backroom personnel is part of CO.3.005 Sourcing Labor Cost -- if such costs
can be allocated separately.
Processes

sD1.1 Process Inquiry and Quote
sD1.5 Build Loads
sD1.7 Select Carriers and Rate Shipments
sD1.15 Invoice
sD2.2 Receive, Configure, Enter and Validate Order
sD2.5 Build Loads
sD2.15 Invoice
sD3.1 Obtain and Respond to RFP/RFQ
sD3.2 Negotiate and Receive Contract
sD3.4 Schedule Installation
sD3.5 Build Loads
1.4.32

CO.3.018 0rder Management Labor Cost

sD3.7 Select Carriers & Rate Shipments
sD3.15 Invoice
sD4.6 Checkout
Practices

1.4.33

materials) of order management processes. Automation costs include acquisition, depreciation and
disposition of hardware, licensing fees, cost of maintenance contracts, labor cost of internal and/or
external automation maintenance and support staff.
If order management automation is (partially) outsourced then Order Management Automation Cost
is the sum of the invoices from the outsourcing partners plus any additional internal automation cost
incurred. Labor costs associated with automation are reported in Order Management Automation
Cost or alternatively Order Management Labor Cost. Avoid double counting or omission of these
labor costs.
Order Management Automation Cost is measured in monetary units. For benchmark purposes these
costs may be reported as a percentage of CO.1.001 Total Cost to Serve.
Processes

Practices

1.4.34

The costs associated with the (fixed) assets designated to support order management processes.
Cost of automation equipment is excluded from Order Management PP&E Cost as these cost are
reported as Order Management Automation Cost. Labor costs associated with PP&E are reported in
Order Management Property, Plant and Equipment Cost or alternatively Order Management Labor
Cost. Avoid double counting or omission of these labor costs.
Order Management Property, Plant and Equipment Cost is measured in monetary units. For
benchmark purposes these costs may be reported as a percentage of CO.1.001 Total Cost to Serve.
Processes

1.4.35

The governance, risk management, compliance and overhead costs allocated to order management
processes (managing customer data, entry, maintenance, scheduling, prioritization and expedition of
customer orders, invoicing and collections). This may include cost of supporting organizations, e.g.
Human Resources department, Legal department, Quality department, as well as office supplies and
other indirect cost. Example costs include:
Cost of office supplies
Order Management Governance, Risk, Compliance and Overhead Cost is measured in monetary
to Serve.
Processes

Practices

1.4.36

CO.2.006 Fulfillment Cost
The total personnel, automation, assets and overhead cost associated with the fulfillment of orders.
Fulfillment includes the physical handling of the product, such as storage, picking, packing and
shipping. Transportation of goods between locations and return shipments is included in Fulfillment
cost (transportation related to purchased materials, goods and services are not).
Calculation: The sum of cost for labor, rent/lease of facilities, equipment, automation, powering
fulfillment locations (warehouses, shipping docks, distribution centers) and equipment for handling
and transportation of goods. Fulfillment Cost equals the sum of:
Transportation Cost
Fulfillment Customs, Duties, Taxes and Tariffs Cost
Fulfillment Labor Cost
Fulfillment Automation Cost
Fulfillment Property, Plant and Equipment Cost
Fulfillment Governance, Risk, Compliance (GRC), Inventory and 0verhead Cost
fulfillment process related departments or by identification of the cost of fulfillment activities (e.g.
Activity Based Costing). The following costs should be excluded: 0rder management cost
Unit of Measure: Fulfillment Cost is measured in monetary units. For benchmark purposes these
Notes:
In a supplier-to-customer relationship the customer reports cost of inbound transportation in
Material Landed Cost, the supplier reports the transportation cost in Fulfillment Cost. For intra-
company shipments (for example shipment from a factory to a distribution center) the
transportation cost should be reported once; either as Material Landed Cost or as Fulfillment
Cost. Avoid double-counting and omitting these internal or intra-company transportation cost.
In retail Fulfillment Cost include shelf-stocking cost and the cost of the delivery and installation
at the customer site. If the supplier stocks shelves of the retailer the cost of stocking the
shelves is part of the Material Landed Cost. Fulfillment costs include the cost to rent/lease and
powering the store. Checkout and collections costs are part of 0rder Management Cost.
Hierarchy
C0.3.022 Transportation Cost

C0.3.023 Fulfillment Customs, Duties, Taxes and Tariffs Cost
C0.3.024 Fulfillment Labor Cost
C0.3.025 Fulfillment Automation Cost
C0.3.026 Fulfillment Property, Plant and Equipment Cost
C0.3.027 Fulfillment GRC, Inventory and 0verhead Cost
Processes
sD Deliver
sD2 Deliver Make-to-0rder Product
sD3 Deliver Engineer-to-0rder Product
1.4.37


sR Return
sE Enable
Practices

BP.146 Cross-Docking
1.4.38

CO.3.022 Transportation Cost
The costs associated with the physical transportation of goods between supply chain nodes.
Transportation costs include the transportation equipment ownership --depreciation, equipment
insurance, license and registration, financing-- and equipment operating costs (also known as the
costs of driving): fuel, electricity, load insurance, maintenance and parking, tolls and other trip
specific costs.
If transportation is (partially) outsourced then Transportation Cost is the sum of the invoices from the
outsourcing partners plus any additional internal transportation cost incurred. Outsourced
transportation invoices will include the cost of labor as incurred by the third party. Avoid double
counting or omission of these labor cost.
Transportation Cost is measured in monetary units. For benchmark purposes these costs may be
Processes

sD1.5 Build Loads
sD1.12 Ship Product
sD2.5 Build Loads
sD2.12 Ship Product
sD3.5 Build Loads
sD3.12 Ship Product
sD4.7 Deliver and/or install
sSR1.5 Return Defective Product
sSR2.5 Return MRO Product
sSR3.5 Return Excess Product
1.4.39

Practices

BP.109 Carcass Prepositioning
1.4.40

CO.3.023 Fulfillment Customs, Duties, Taxes and Tariffs Cost
The costs of import/export duties, taxes and tariffs, including the costs of third party services
enabling customs clearance. Internal personnel cost related to customs and duties are reported in
the Order Management Labor Cost and should therefore not be reported in the Customs and Duties
Cost. These costs are associated with the fulfillment/export of customer orders. Customs, Duties,
Taxes and Tariffs Cost associated with the acquisition/import of materials are reported
as CO.3.011 Material Customs, Duties, Taxes and Tariffs Cost.
Fulfillment Customs, Tariffs and Duties Cost is reported in monetary units. For benchmark purposes
these costs may be reported as a percentage of CO.1.001 Total Cost to Serve.
Processes

Practices

1.4.41

CO.3.024 Fulfillment Labor Cost
The costs associated with the personnel performing the physical order fulfillment tasks of picking,
packing and shipping. This includes the labor of activities associated with material handling,
scheduling and performing order or product picks, breaking bulk, consolidating orders on pallets or
other transportation packaging, cross-docking, packing goods for transportation purposes (e.g.
boxing), printing and applying labels and shipping documentation, moving products to and from
staging locations, loading transportation equipment, stowing, applying seals to transportation
equipment, performing the physical transport (unless outsourced and included in transportation
cost), unloading transportation equipment, requesting customer acceptance or signature. Fulfillment
Labor Cost measures the labor directly associated with these activities.
Fulfillment Labor Cost is reported in monetary units. For benchmark purposes these costs may be
reported as a percentage of C0.1.001 Total Cost to Serve.
Notes: In Retail Fulfillment, Labor Cost includes the cost of shelf stocking personnel, delivery and
installation crews. The cost of cashiers is included in C0.3.018 0rder Management Cost and the
labor cost of backroom personnel is part of C0.3.005 Sourcing Labor Cost -- if such costs can be
allocated separately.
Processes

sD1.8 Receive Product from Source or Make
sD1.9 Pick Product
sD1.10 Pack Product
sD1.12 Ship Product
sD2.9 Pick Product
sD2.10 Pack Product
sD2.12 Ship Product
sD3.9 Pick Product
sD3.10 Pack Product
sD3.12 Ship Product
1.4.42

sD4.4 Stock Shelf

sD4.5 Fill Shopping Cart
Practices

BP.125 Automated Identification/Disposition of Over Shipments
1.4.43

C0.3.025 Fulfillment Automation Cost
materials) in support of the physical order fulfillment. Automation costs include acquisition,
depreciation and disposition of hardware, licensing fees, cost of maintenance contracts, labor cost of
internal automation maintenance and support staff.
If fulfillment automation is (partially) outsourced then Fulfillment Automation Cost is the sum of the
costs associated with automation are reported in Fulfillment Automation Cost or alternatively
Fulfillment Labor Cost. Avoid double counting or omission of these labor costs.
Fulfillment Automation Cost is measured in monetary units. For benchmark purposes these costs
may be reported as a percentage of C0.1.001 Total Cost to Serve.
Notes: Fulfillment Automation Cost includes the automation of fulfillment processes such as
warehouse management systems, ERP, inventory management systems, transportation
management systems. Fulfillment equipment such as robotics and conveyors are included in
Property, Plant and Equipment Cost.
Processes

Practices
1.4.44

CO.3.026 Fulfillment Property, Plant and Equipment Cost
The costs associated with the (fixed) assets designed to support the fulfillment of customer orders.
Cost of automation equipment is excluded from PP&E Cost as these cost are reported as Fulfillment
Automation Cost. Labor costs associated with PP&E are reported in Fulfillment Property, Plant and
Equipment Cost or alternatively Fulfillment Labor Cost. Avoid double counting or omission of these
labor costs.
Fulfillment Property, Plant and Equipment Cost is measured in monetary units. For benchmark
Processes

1.4.45

CO.3.027 Fulfillment GRC, Inventory and Overhead Cost
The governance, risk management, compliance, inventory and overhead costs allocated to the
fulfillment processes of customer orders (physical handling of the product, such as storage, picking,
packing and shipping). This may include cost of supporting organizations, e.g. Human Resources
department, Legal department, Quality department, as well as office supplies and other indirect cost.
Example costs include:
Inventory carrying cost - such as depreciation, shrinkage, theft
Risk mitigation cost - such as insurance
Compliance cost - local, national and international
Process improvement cost
Fulfillment Governance, Risk, Compliance, Inventory and Overhead Cost is measured in monetary
to Serve.
Processes

Practices

1.4.46

CO3.027 Fulfillment GRC, Inventory and 0verhead Cost

1.4.47

CO.2.007 Returns Cost
The total cost of disposition of materials returned due to planning errors, supplier quality,
production, order management and delivery errors. These costs can be described as the cost to
'rework' an imperfect delivery to the customer. For Defective Returns and Excess Returns the
purpose of this metric is to report the additional cost of 'fixing' an imperfect delivery. For MR0
(Maintenance, Repair and 0verhaul) operations the Returns Cost are measured the same as for the
other types of returns processes -return of defective products and return of excess products, but
Discounts and Refunds are most likely zero (0).
Calculation: The sum of the costs of refunds, discounts and disposition of the materials, products
and merchandize:
C0.3.028 Discounts and Refunds Cost
C0.3.029 Disposition Cost
C0.3.030 Return Governance, Risk, Compliance (GRC), Inventory and 0verhead Cost
disposition, discounts and refunds to products and services returned. The following costs should be
excluded:
(Returns) 0rder Management Labor Cost1)
(Returns) Physical Handling Labor Cost1)
(Returns) Transportation Cost1)
(Returns) Automation Cost1)
(Returns) Property Plant and Equipment Cost1)
(Returns) Customs, Duties and Taxes Cost1)
(Returns) Governance, Risk, Compliance, Inventory and 0verhead Cost1)
(Returns) Production Cost1)
Unit of Measure: Returns Cost is measured in monetary units. For benchmarking purposes these
Notes:
1) The cost of the returns related order management (return authorization management),
transportation, handling, assets and overhead should be included in the respective costs. E.g.
Returns related 0rder Management Labor Cost should be reported as C0.3.018 0rder Management
Labor Cost. Similarly the labor cost of the labor for the receiving dock of a Return facility is
measured in the Sourcing labor cost metric. No returns specific metrics exist for returns-related
order management labor costs as the order management labor cost are segregated by supply chain.
A return supply chain is a separate supply chain from the revenue generating supply chain that may
have caused the return.
Discussion
C0.1.003 Total Warranty Cost (as part of product and process design processes) measures the total
warranty cost throughout the lifecycle of the product (this is the time between moment of acquisition
and the moment of disposition by the user). The Returns Cost focuses on the initial cost of returns
and primarily addresses the cost of returns for errors made in the supply chain. This includes returns
costs related to damaged product, defective product (a.k.a. initial quality), order management and
fulfillment errors (wrong product delivered, wrong quantities, etc.)
The purpose of Total Cost to Serve (the level-1 cost metric for supply chain) is to measure the cost
of servicing the customer. Normal wear and tear as well as product quality issues that exhibit after a
1.4.48

'long time of use' are not intended to be included. 0rganizations interested in managing total
warranty cost as part of supply chain are recommended to review the Total Warranty Cost (DC0R)
C0.1.003 Total Warranty Cost and C0.2.007 Returns Cost may have some overlap, as a return of a
damaged or defective product immediately after the delivery to the customer may be included in both
metrics. This is not a major concern as Warranty Cost is not a component in the calculation of Total
Cost to Serve (Returns Cost is a component of Total Cost to Serve).
Hierarchy
C0.3.028 Discounts and Refunds Cost

C0.3.029 Disposition Cost
C0.3.030 Return GRC, Inventory and 0verhead Cost
Processes
sR Return
sSR2 Return MR0 Product
sE Enable
Practices

BP.136 0utsourced Reverse Logistics
1.4.49

CO.3.028 Discounts and Refunds Cost
The costs associated with the settlement of a return or defect claim. This may include the net cost of
discounts offered for damaged goods, refunding of purchase price for returned goods. The cost of
settling a dispute for damages related to a defective product are part of Return Governance,
Inventory, Risk, Compliance and 0verhead Cost.
Discounts and Refunds Cost is measured in monetary units. For benchmark purposes these costs
may be reported as a percentage of C0.1.001 Total Cost to Serve.
Processes
sDR1.1 Authorize Defective Product Return
sDR3.1 Authorize Excess Product Return
Practices
BP.128 Vendor Recovery

BP.108 Return Policy Conformance Integration
BP.111 Electronic Technical 0rders and Product Specifications
1.4.50

CO.3.029 Disposition Cost
The costs associated with the disposition of returned goods, deemed no longer recoverable. This
may include the cost of hazardous materials removal, waste collection. These are costs that can be
uniquely identified as costs for the disposition of returned materials. E.g. the cost of disposition of a
car battery or oil from an oil change.
Disposition Cost is measured in monetary units. For benchmark purposes these costs may be
Processes
sSR1.2 Disposition Defective Product
sSR2.2 Disposition MRO Product
sSR3.2 Disposition Excess Product
Practices

BP.137 Carcass Disassembly
1.4.51

CO.3.030 Return GRC, Inventory and Overhead Cost
The governance, risk management, compliance, inventory and overhead costs allocated to returns
processes. This may include cost of supporting organizations, e.g. Human Resources department,
Legal department, Quality department, as well as office supplies and other indirect cost. These costs
are primarily related to the decision-making processes and the cost of holding inventories of
materials awaiting the completion of the disposition decision. The GRC, Inventory and Overhead
costs related to repair, maintenance, overhaul, refurbishment, transportation and disposition (sale,
waste disposal, return) are reported in the Make, Source and Deliver related cost metric. Example
costs include:
Inventory carrying cost - such as depreciation, shrinkage, theft
Risk mitigation cost - such as insurance
Compliance cost - local, national and international
Process improvement cost
Return Governance, Risk, Compliance, Inventory and Overhead Cost is measured in monetary
to Serve.
Processes

Practices

1.4.52

CO.2.008 Cost of Goods Sold
Depreciated1). The cost of direct materials, direct labor and overhead associated with the acquisition
or production of finished goods. Cost of direct materials include the cost of purchased materials or
goods and may include the cost of transportation, duties, taxes, insurance etc. required to bring the
materials to the point of use. Direct labor cost include the cost of personnel performing tasks
associated with producing the final product. Labor cost includes: wages, income taxes (federal,
national, state, regional, and local), and employer contributions to health insurance, social security
and retirement plans. Overhead includes the indirect cost related to producing the final product and
are generally allocated based on normal capacity or expected volumes.
Calculation: Cost of Goods Sold is calculated as the sum of:
Direct Labor (CO.3.013 Direct Labor Cost)
Direct Materials (CO.3.009 Direct Materials Cost)
Overhead Cost2) (CO.3.014 + CO.3.015 + CO.3.016 + CO.3.017)
Unit of Measure: Cost of Goods Sold is measured in monetary units. For benchmarking purposes
these costs may be reported as a percentage of CO.1.001 Total Cost to Serve.
Notes:
1) The importance of this metric has been lowered starting SCOR 11, due to the different
interpretations of companies of the definition of COGS. There is no consensus globally,
nationally, within industries and often even within large corporations about the calculation of
COGS. This significantly lowers the value of using COGS in benchmarks (external and
potentially internal). SCC recommends the usage of Cost to Serve and the associated
diagnostic metrics for supply chain management purposes. Improving Cost to Serve and its
diagnostic metrics will improve Cost of Goods Sold.
2) The calculation of the Overhead component may differ from the sum of the metrics listed for
your supply chain as Overhead is not well defined as noted.
Processes
sM Make
sM1 Make-to-Stock
sM2 Make-to-Order
Practices

1.4.53

Asset Management
AM.1.1 Cash-To-Cash Cycle Time
The time it takes for an investment made to flow back into a company after it has been spent for raw
materials. For services, this represents the time from the point where a company pays for the
resources consumed in the performance of a service to the time that the company received payment
from the customer for those services.
Calculation
Cash-To-Cash Cycle Time = [Inventory Days of Supply] + [Days Sales Outstanding] - [Days Payable
Outstanding] in days.
Data collection
Unlike other SCOR metrics, where data requirements are specified, typically all of the cash-to-cash
cycle time source data is already captured by business operating systems:
general ledger system
accounts receivable system
accounts payable system
purchasing system
production reporting system
customer relationship management system
As a result, information is calculated by importing data from these systems and transforming them
into the prescribed analytics/information. The transformation is accomplished using business rules.
Discussion
Cash-to-cash Cycle Time is a value metric used to measure how efficiently a company manages its
working capital assets. This metric is a generally accepted Supply Chain metric within many
industries and is used to benchmark supply chain asset management performance. The Cash-to-
Cash Cycle time is measured by converting into days the supply of inventory in stock and the
number of days outstanding for accounts receivable and accounts payable. The inventory days of
supply is added to the days outstanding for accounts receivable. The accounts payable days
outstanding is subtracted from this total to determine the cash-to-cash cycle time. The longer the
cash-to-cash cycle, the more current assets needed (relative to current liabilities) since it takes
longer to convert inventories and receivables into cash. In other words, the longer the cash-to-cash
cycle, the more net working capital required.
Hierarchy
AM.2.1 Days Sales Outstanding

AM.2.2 Inventory Days of Supply
AM.2.3 Days Payable Outstanding
Processes
SCOR Supply Chain

sP2 Plan Source
sP3 Plan Make
sP4 Plan Deliver
1.5.1

sM1 Make-to-Stock
sM2 Make-to-Order
Practices
BP.006 Consignment Inventory
BP.009 Kanban
BP.010 Min-Max Replenishment
BP.164 Consignment Inventory Management
1.5.2

The length of time from when a sale is made until cash for it is received from customers. The amount
of sales outstanding expressed in days.
Calculation
5 point annual average of gross accounts receivable / (total gross annual sales / 365) in days.
Processes
sD2.15 Invoice
1.5.3

The amount of inventory (stock) expressed in days of sales.

Calculation
[5 point rolling average of gross value of inventory at standard cost] / [Annual Cost of Goods Sold
(COGS) / 365 in days]
Example: If 2 items a day are sold and 20 items are held in inventory, this represents 10 days (20/2)
sales in inventory. (Other names: Days cost-of-sales in inventory, Days sales in inventory). Compare
to inverse: Inventory Turns.
Hierarchy
AM.3.16 Inventory Days of Supply - Raw Material

AM.3.17 Inventory Days of Supply - WIP
AM.3.23 Recycle Days of Supply
AM.3.28 Percentage Defective Inventory
AM.3.37 Percentage Excess Inventory
AM.3.44 Percentage Unserviceable MRO Inventory
AM.3.45 Inventory Days of Supply - Finished Goods
Processes
sP1.2 Identify, Prioritize and Aggregate Supply Chain Resources

sP1.3 Balance Supply Chain Resources with SC Requirements
sP1.4 Establish and Communicate Supply Chain Plans
sS1.4 Transfer Product
Practices

BP.007 Baseline Inventory Monitoring
BP.008 Slow-moving Inventory Monitoring
BP.009 Kanban
BP.013 Item Rationalization
1.5.4


1.5.5

The length of time from purchasing materials, labor and/or conversion resources until cash
payments must be made expressed in days. (Other names: Average payment period for materials,
Days purchases in accounts payable, Days outstanding in accounts payable)
Calculation
[5 point rolling average of gross accounts payable (AP)] / [total gross annual material purchases /
365].
The '5 point rolling average' calculation uses a combination of both historical and forward-looking
data. This means that the rolling average value has to be calculated based on the average over the
four previous quarters and the projection for the current or next quarter.
Processes
Practices
1.5.6

AM.1.2 Return on Supply Chain Fixed Assets
Return on Supply Chain Fixed Assets measures the return an organization receives on its invested
capital in supply chain fixed assets. This includes the fixed assets used in Plan, Source, Make,
Deliver, and Return.
Calculation
Return on Supply Chain Fixed Assets = ([Supply Chain Revenue] [Total Cost to Serve]) / [Supply-
Chain Fixed Assets]
Data collection
Unlike other SCOR metrics, where data requirements are specified, typically all of the required
source data is already captured by business operating systems:
purchasing system
As a result, information is 'calculated' by importing data from these systems and transforming them
In order to measure Return on Supply Chain Fixed Assets, the investment in supply chain capital
assets needs to be known. This requires a clear understanding of what is a "supply chain fixed
asset". The SCOR sE5 process element is used since it is focused on managing supply chain capital
assets. The value of these assets is the denominator of the metric.
Discussion
The return on supply chain fixed assets is measured by monetizing the supply chain revenue, cost of
goods sold and supply chain management costs to determine the profit from the respective supply
chain. This amount is divided by the supply chain fixed assets to determine the return generated
from the respective supply chain. "Supply Chain Revenue" is used in the metric rather than just Net
Revenue. There is a need for a more specific "revenue" number than "Net Revenue" for use in the
"Supply Chain Revenue" level-2 metric. Net Revenue could include revenue from sources other than
the supply chain, such as investments, leasing real estate, court settlements, etc...
Supply Chain Revenue will be used and will be only the portion of Net Revenue that is generated by
the specific supply chain being measured and analyzed. Range of fixed assets used in an
organization that have the character of permanency rather than being rapidly replaced (or
expensed); examples include land, warehouse, trucks, buildings, investments, and plant and
machinery. Fixed assets used to operate the Supply Chain in each of the categories (sP, sS, sM, sD,
sR) are managed by the sE5 process. A Revised Capital Plan is an output of the Manage Supply
Chain Fixed Assets (sE5) process and would contain supply chain capital asset information that
could be used in measuring the Supply Chain Fixed Asset Value.
Hierarchy
AM.2.5 Supply Chain Fixed Assets
Processes
SCOR Supply Chain
1.5.7


sP2 Plan Source
sP3 Plan Make
sP4 Plan Deliver
sM1 Make-to-Stock
sM2 Make-to-Order
Practices

1.5.8

AM.2.4 Supply Chain Revenue
Operating revenue generated from a supply chain. This does not include non-operating revenue,
such as leasing real estate, investments, court settlements, sale of office buildings, etc.
Practices
BP.050 Customer Incentives / Promotions for Large Inventory Purchases

BP.056 Supplier Raw Material Quality Improvement
BP.058 Inventory Management Training
BP.031 Stock keeping Unit (SKU) Rationalization/Cost of Sales Analysis
BP.032 Reduce / Write-off Slow Moving Inventory
BP.033 Traditional Demand Forecasting Improvement
BP.034 Extend Inventory Planning using Collaboration (Key Suppliers)
BP.036 Consignment Inventory with Key Suppliers
BP.042 Regular Review of Procurement Terms and Conditions
BP.043 Consignment Inventory Reduction
BP.044 Inventory Financing Evaluation
BP.047 Finished Goods Inventory Postponement
BP.048 Inventory incentives / promotions for customers
BP.051 Embed Inventory Management Goals
BP.052 Design for Logistics (DFL) Management
BP.053 Manufacturing Reliability Improvement
BP.054 Manufacturing Quality Improvements for Return Reduction
BP.059 Employee Incentives for Effective Inventory Management
BP.060 Order Lead Time Corrective Action
1.5.9

BP.061 Reduce Non-Strategic Inventory Level

BP.063 Optimize Sourcing Decisions to Local Source Point
BP.064 Safety Stock Reduction
BP.065 Seasonal Packaging Reduction/Removal
BP.066 Returns Policy to Reduce Returns Inventory
BP.067 Returns Inventory Reduction
BP.069 Raw Materials Receiving Process
BP.070 Planning/scheduling inventory training
BP.071 Freight Costs and Inventory Stocking Optimization
1.5.10

The sum of the costs associated with Plan, Source, Make, Deliver, and Return Fixed Assets
Hierarchy
AM.3.11 Deliver Fixed Asset Value

AM.3.18 Make Fixed Asset Value
AM.3.20 Plan Fixed Asset Value
AM.3.24 Return Fixed Asset Value
AM.3.27 Source Fixed Asset Value
Practices
BP.130 Identification of Obsolete Capital Assets
1.5.11

1.5.12

AM.1.3 Return on Working Capital
Return on working capital is a measurement which assesses the magnitude of investment relative to
a company's working capital position versus the revenue generated from a supply chain.
Components include accounts receivable, accounts payable, inventory, supply chain revenue, cost
of goods sold and supply chain management costs.
Calculation
Return on Working Capital = ([Supply Chain Revenue] [Total Cost to Serve]) / ([Inventory] +
[Accounts Receivable] [Accounts Payable])
Data collection
Unlike other SCOR metrics, where data requirements are specified, typically all of the required
source data is already captured by business operating systems:
purchasing system
As a result, information is 'calculated' by importing data from these systems and transforming them
Discussion
The return on working capital is measured by monetizing the supply chain profit and dividing into the
calculated amount the supply chain working capital position. "Supply Chain Revenue is used in the
metric rather than just Net Revenue. There is a need for a more specific "revenue" number than "Net
Revenue" for use in the "Supply Chain Revenue" level-2 metric. Net Revenue could include revenue
from sources other than the supply chain, such as investments, leasing real estate, court
settlements, etc... Supply Chain Revenue will be used and will be only the portion of Net Revenue
that is generated by the specific supply chain being measured and analyzed.
Hierarchy
AM.2.6 Accounts Payable (Payables Outstanding)

AM.2.7 Accounts Receivable (Sales Outstanding)
AM.2.8 Inventory
Processes
SCOR Supply Chain

sP2 Plan Source
sP3 Plan Make
sP4 Plan Deliver
sM1 Make-to-Stock
1.5.13

sM2 Make-to-Order
Practices

1.5.14


BP.068 Supplier Delivery Performance Analysis
1.5.15

The amount of purchased materials, labor and/or conversion resources that are to be paid (accounts
payable).
Calculation
The [5 point rolling average of gross accounts payable (A/P)] in $.
Notes
The '5 point rolling average' calculation uses a combination of both historical and forward-looking
data. This means that the rolling average value has to be calculated based on the average over the
four previous quarters and the projection for the current or next quarter. The 5 point rolling average
calculation is: [Sum of the 4 previous quarters + projection for next quarter) / 5]
Practices
1.5.16

AM.2.7 Accounts Receivable (Sales Outstanding)
The amount of accounts receivable outstanding expressed in dollars.

Calculation
The [5 point rolling average of gross accounts receivable (AR)] in $.
1.5.17

AM.2.8 Inventory
The amount of inventory (stock) expressed in dollars.

Calculation
The [5 point rolling average of gross value of inventory at standard cost] in $.
Practices
1.5.18

AM.2.8 Inventory

1.5.19

AM
Level-3 Metrics
AM.3.2 % of material that has a valid sS3.1 Identify Sources of

% of the product content that has a supplier take- Supply
back program for recycling or reuse.
AM.3.3 % of materials that are recyclable/ reusable sS3.1 Identify Sources of
% of the product content that is recyclable or Supply
reusable
AM.3.4 % of packaging/shipping materials reused sM2.4 Package
internally
The percent of scrap from packaging that is
immediately reused in the packaging process
AM.3.5 % of production materials reused sM1.3 Produce and Test
The percent of scrap from production that is sM2.3 Produce and Test
immediately reused in the production process sM3.4 Produce and Test
AM.3.6 % of products consisting of previously used sM1.3 Produce and Test
components sM2.3 Produce and Test
The weight of recycled material in the product as sM3.4 Produce and Test
a percent of total product weight
AM.3.8 Average age of Excess Inventory sSR3 Source Return
Average age of Excess Inventory in days Excess Product
AM.3.9 Capacity Utilization sM1.1 Schedule Production
A measure of how intensively a resource is being Activities
used to produce a good or service. Some factors sM1.3 Produce and Test
that should be considered are internal sM1.4 Package
manufacturing capacity, constraining processes, sM2.1 Schedule Production
direct labor availability and key components/ Activities
materials availability. sM2.3 Produce and Test
sM2.4 Package
sM3.2 Schedule Production
Activities
sM3.5 Package
Human Resources
Assets
AM.3.12 Deliver Return Cycle Time sDR1 Deliver Return
The average time associated with returns. Defective Product
Product
AM.3.14 Hazardous materials used during production sM1.3 Produce and Test
process as a % of all materials sM2.3 Produce and Test
1.5.20

AM
The % of material (by weight) issued for production

that is classified as hazardous material
AM.3.15 Hazardous waste as % of total waste sM1.7 Waste Disposal
The % of waste (by weight) generated from sM2.7 Waste Disposal
production that is classified as hazardous material sM3.8 Waste Disposal
AM.3.16 Inventory Days of Supply - Raw Material sS1 Source Stocked
Value of raw materials / (COGS / 365) in days. Product
sS2 Source Make-to-Order
Product
Order Product
AM.3.17 Inventory Days of Supply - WIP sM2 Make-to-Order
Total value of Work in Process / (COGS / 365) in sM3 Engineer-to-Order
days. WIP = Work In Process. sD1 Deliver Stocked
Product
Product
Order Product
AM.3.19 Packaging as % of total material sM1.2 Issue Material
The % by weight of packaging material to total raw sM2.2 Issue Sourced/In-
material weight Process Product
sM3.3 Issue Sourced/In-
Process Product
AM.3.21 Rebuild or recycle rate sSR1 Source Return
Number of returned products that are rebuilt or Defective Product
recycled as a percent of the total number of sSR1.5 Return Defective
products returned Product
AM.3.22 Recyclable waste as % of total waste sM1 Make-to-Stock
The % of waste (by weight) generated from sM2 Make-to-Order
production that is recyclable sM3 Engineer-to-Order
AM.3.25 Return for Recycle Rate sDR3 Deliver Return
Number of returns that are for recycling or re use Excess Product
as a per cent of the total number of products
returned
AM.3.26 Return Rate sDR1 Deliver Return
Weight of products returned divided by the weight Defective Product
of product shipped
AM.3.28 Percentage Defective Inventory sSR1 Source Return
The value of defective product inventory as a Defective Product
percentage of the value of total inventory (%) sDR1 Deliver Return
Calculation [Total Defective Product Inventory Defective Product
Value] / [Total Inventory Value] x 100%
1.5.21

AM
AM.3.29 Percentage Defective Inventory in Disposition sSR1.1 Identify Defective

The value of defective product awaiting a Product Condition
disposition decision as a percentage of the value sSR1.2 Disposition
of the total defective product inventory (%) Defective Product
Calculation [Value of Defective Inventory in sSR2.2 Disposition MRO
Disposition Stage] / [Total Inventory Value] x 100% Product
AM.3.30 Percentage Defective Inventory in Return sSR1.3 Request Defective
Authorization Product Return
The value of defective product awaiting return Authorization
authorization as a percentage of the total defective
product inventory value (%) Calculation [Value of
Defective Product Inventory in Request Return
Authorization Stage] / [Total Defective Product
Inventory Value] x 100%
AM.3.31 Percentage Defective Product Inventory in sSR1.5 Return Defective
Transportation Product
The value of defective product inventory in
transportation as a percentage of total defective
product inventory (%) Calculation [Value of
Defective Product Inventory in Physical Return and
Transportation Stage] / [Total Defective Product
Inventory Value] x 100%
AM.3.32 Percentage Defective Product Inventory in sSR1.4 Schedule Defective
Scheduling Product Shipment
The value of defective product inventory awaiting
scheduling as a percentage of the total defective
product inventory value (%) Calculation [Value of
Defective Product in Scheduling Stage] / [Total
Defective Product Inventory Value] x 100%
AM.3.33 Percentage Excess Inventory in Disposition sSR3.2 Disposition Excess
Inventory Awaiting Return in the disposition Product
decision stage. Calculation [Excess Inventory in
Disposition Stage] / [Total Inventory Value] x 100%
AM.3.34 Percentage Excess Inventory in Transportation sSR3.5 Return Excess
Excess process in physical return and Product
transportation stage as a percentage of total
excess product inventory (%) Calculation [Value of
excess product inventory in physical return and
transportation stage] / [Total excess inventory
value] x 100%
AM.3.35 Percentage Excess Inventory in Request Return sSR3.3 Request Excess
Authorization Product Return
Inventory Awaiting Return Authorization (%) Authorization
Calculation [Value of excess product in request
return authorization stage] / [Value of total excess
inventory] x 100%
1.5.22

AM
AM.3.36 Percentage Excess Inventory in Identification sSR3.1 Identify Excess

Inventory awaiting return in the identification stage Product Condition
as a percentage of total excess inventory (%)
Calculation [Value of Excess Inventory in
Identification Stage] / [Total Inventory Value] x
100%
AM.3.37 Percentage Excess Inventory sSR3 Source Return
The value of excess inventory as a percentage of Excess Product
the value of total inventory (%) Calculation [Value sDR3 Deliver Return
of Excess Inventory] / [Total Inventory Value] x Excess Product
100%
AM.3.38 Percentage Excess Inventory in Scheduling sSR3.4 Schedule Excess
Percentage of excess inventory awaiting Product Shipment
scheduling the return (%) Calculation [Value of
Excess Product Inventory in Scheduling Stage] /
[Total Excess Product Inventory Value] x 100%
AM.3.39 Percentage Unserviceable MRO Inventory in sSR2.2 Disposition MRO
Disposition Product
The value of unserviceable MRO Inventory in sDR2 Deliver Return MRO
disposition stage as a percentage of total MRO Product
inventory value (%) Calculation [Value of
Unserviceable MRO Inventory in Disposition
Stage] / [Total MRO Inventory Value] x 100%
AM.3.40 Percentage Unserviceable MRO Inventory in sSR2.5 Return MRO
Transportation Product
The value of unserviceable MRO inventory in
transportation as a percentage of the total MRO
inventory value (%) Calculation [Value of
Unserviceable MRO Inventory in Physical Return
and Transportation Stage] / [Total MRO Inventory
Value] x 100%
AM.3.41 Percentage Unserviceable MRO Inventory in sSR2.3 Request MRO
Return Authorization Return Authorization
The value of unserviceable MRO inventory
awaiting return authorization as a percentage of
the total MRO inventory value (%) Calculation
[Value of Unserviceable MRO Inventory in Request
Return Authorization Stage] / Total MRO Inventory
Value] x 100%
AM.3.42 Percentage Unserviceable MRO Inventory in sSR2.1 Identify MRO
Identification Product Condition
The value of unserviceable MRO Inventory
awaiting identification as a percentage of total
MRO inventory value (%) Calculation [Value of
Unserviceable MRO Inventory in Identification
1.5.23

AM
AM.3.43 Percentage Unserviceable MRO Inventory in sSR2.4 Schedule MRO

Scheduling Shipment
The value of unserviceable MRO inventory
awaiting scheduling as a percentage of the total
MRO inventory value (%) Calculation [Value of
Unserviceable MRO inventory in Scheduling
AM.3.45 Inventory Days of Supply - Finished Goods sD1 Deliver Stocked
Finished goods inventory days of supply are Product
calculated as gross finished goods inventory / sD2 Deliver Make-to-Order
(value of transfers / 365 days) in days. Product
Order Product
1.5.24

Processes
Introduction to Processes
A process is a unique activity performed to meet pre-defined outcomes. The processes in SCOR
have been identified as unique processes a supply chain requires to execute in order to support
its primary objective to fulfill customer orders. For each unique process SCOR only has one
representation .
SCOR recognizes 6 major processes (level-1 processes):
Plan
The Plan processes describe the activities associated with developing plans to operate the supply
chain. The Plan processes include the gathering of requirements, gathering of information on
available resources, balancing requirements and resources to determine planned capabilities and
gaps in demand or resources and identify actions to correct these gaps.
Source
The Source processes describe the ordering (or scheduling of deliveries) and receipt of goods and
services. The Source process embodies the issuance of purchase orders or scheduling deliveries,
receiving, validation and storage of goods and accepting the invoice from the supplier. With the
exception for Sourcing Engineer-to-Order goods or services, all supplier identification, qualification
and contract negotiation processes are not described using Source process elements. See DCOR
(www.supply-chain.org/dcor).
Make
The Make processes describe the activities associated with the conversion of materials or creation
of the content for services. Conversion of materials is used rather than production or
manufacturing as Make represents all types of material conversions: Assembly, Chemical
processing, Maintenance, Repair, Overhaul, Recycling, Refurbishment, Remanufacturing and
other common names for material conversion processes. As a general guideline: These processes
are recognized by the fact that 1 or more item numbers go in and 1 or more different item numbers
come out of this process.
Deliver
The Deliver processes describe the activities associated with the creation, maintenance and
fulfillment of customer orders. The Deliver process embodies the receipt, validation and creation of
customer orders, scheduling order delivery, pick, pack and shipment and invoicing the customer.
The sD4 Deliver Retail process provides a simplified view of Source and Deliver processes
operated in a Make-to-Stock-only retail operation.
Return
The Return processes describe the activities associated with the reverse flow of goods. The Return
process embodies the identification of the need to return, the disposition decision making, the
scheduling of the return and the shipment and receipt of the returned goods. Repair, recycling,
refurbishment and remanufacturing processes are not described using Return process elements.
See Make.
2.0.1

Enable
The Enable processes describe the associated with the management of the supply chain. Enable
processes include management of business rules, performance management, data management,
resource management, facilities management, contract management, supply chain network
management, managing regulatory compliance and risk management.
For each level-1 process 3 or more differentiating level-2 process categorizations exist. Each
level-2 process contains level-3 process elements. These hierarchical relationships provide
classification of processes.
It is recognized that some processes are duplicated throughout the SCOR model. This includes
processes: sD1.13, sD1.14, sD2.13, sD2.14, sD3.13, sD3.14, sD4.1, sD4.7.
2.0.2

Plan
sP Plan
The processes associated with determining requirements and corrective actions to achieve supply
chain objectives.
Hierarchy

sP2 Plan Source
sP3 Plan Make
sP4 Plan Deliver
sP5 Plan Return
Metrics

2.1.1

The development and establishment of courses of action over specified time periods that represent a
projected appropriation of supply chain resources to meet supply chain requirements for the longest
time fence constraints of supply resources.
Hierarchy
sP1.1 Identify, Prioritize and Aggregate Supply Chain Requirements

Metrics

RS.3.98 Plan Cycle Time
Practices

2.1.2


BP.098 Mobile Access of Information
2.1.3

BP.102 Pick List Generation

BP.105 Task Management
2.1.4

Workflow
2.1.5

sP1.1 Identify, Prioritize & Aggregate Supply Chain Requirements
The process of identifying, aggregating, and prioritizing, all sources of demand for the integrated
supply chain of a product or service at the appropriate level, horizon and interval. The sales forecast
is comprised of the following concepts: sales forecasting level, time horizon, and time interval. The
sales forecasting level is the focal point in the corporate hierarchy where the forecast is needed at
the most generic level. i.e. Corporate forecast, Divisional forecast, Product Line forecast, SKU, SKU
by Location. The sales forecasting time horizon generally coincides with the time frame of the plan
for which it was developed i.e. Annual, 1-5 years, 1- 6 months, Daily, Weekly, Monthly. The sales
forecasting time interval generally coincides with how often the plan is updated, i.e. Daily, Weekly,
Monthly, and Quarterly.
Metrics
RL.3.37 Forecast Accuracy

RS.3.44 Identify, Prioritize, and Aggregate Supply Chain Requirements Cycle Time
Practices

People
HS.0029 Customer Relationship Management (CRM)

HS.0037 Demand Management
2.1.6

sP1.1 Identify, Prioritize & Aggregate Supply Chain Requirements
Workflow
2.1.7
sP1.2 Identify, Prioritize & Aggregate Supply Chain Resources
The process of identifying, prioritizing, and aggregating, as a whole with constituent parts, all
sources of supply that are required and add value in the supply chain of a product or service at the
appropriate level, horizon and interval.
Metrics
RS.3.39 Identify, Assess, and Aggregate Supply Chain Resources Cycle Time
Practices

People
HS.0058 Inventory Management

HS.0077 MPS Methodologies and Techniques
HS.0145 Supply Planning
2.1.8

sP1.2 Identify, Prioritize & Aggregate Supply Chain Resources
Workflow
2.1.9
The process of identifying and measuring the gaps and imbalances between demand and resources
in order to determine how to best resolve the variances through marketing, pricing, packaging,
warehousing, outsource plans or some other action that will optimize service, flexibility, costs,
assets, (or other supply chain inconsistencies) in an iterative and collaborative environment. The
process of developing a time-phased course of action that commits supply-chain resources to meet
supply-chain requirements.
Metrics
RL.3.36 Fill Rate

RS.3.15 Balance Supply Chain Resources with Supply Chain Requirements Cycle
Time
Practices

BP.049 Lean Planning
People
Workflow
Supply Chain Capacity

sP1.1 Supply Chain Requirements
Requirement sE7.1
sP1.3
sP1.2 Supply Chain Resources Workflow sP1.4
2.1.10

The establishment and communication of courses of action over the appropriate time-defined (long-
term, annual, monthly, weekly) planning horizon and interval, representing a projected appropriation
of supply-chain resources to meet supply chain requirements.
Metrics
RS.3.30 Establish Supply Chain Plans Cycle Time

Practices

People
S.0130 S & OP Plan Communication
Workflow
2.1.11

sP2 Plan Source
projected appropriation of material resources to meet supply chain requirements.
Hierarchy
sP2.1 Identify, Prioritize and Aggregate Product Requirements

sP2.2 Identify, Assess and Aggregate Product Resources
sP2.3 Balance Product Resources with Product Requirements
sP2.4 Establish Sourcing Plans
Metrics

RS.3.99 Plan Source Cycle Time
Practices

BP.095 Bill of Material Audit/Control
BP.096 Logistics & Warehouse Planning
BP.097 Supplier Research
2.1.12

sP2 Plan Source

Workflow
2.1.13
sP2 Plan Source
2.1.14
sP2.1 Identify, Prioritize & Aggregate Product Requirements
The process of identifying, prioritizing, and considering, as a whole with constituent parts, all sources
of demand for a product or service in the supply chain.
Metrics

RS.3.41 Identify, Prioritize, and Aggregate Product Requirements Cycle Time
Practices

People
HS.0011 Basic Transportation Management

HS.0044 Enterprise Business Process
HS.0050 Import/Export Regulations
HS.0102 Production Planning Capacity Utilization
HS.0124 Risk and exception management
HS.0139 Supplier Relationship Management (SRM)
Workflow
2.1.15

sP2.2 Identify, Assess & Aggregate Product Resources
The process of identifying, evaluating, and considering, as a whole with constituent parts, all material
and other resources used to add value in the supply chain for a product or services.
Metrics
RS.3.38 Identify, Assess, and Aggregate Product Resources Cycle Time
Practices

People

Workflow
2.1.16

The process of developing a time-phased course of action that commits resources to meet
requirements.
Metrics
RS.3.12 Balance Product Resources with Product Requirements Cycle Time
Practices

People
HS.0010 Basic Finance

HS.0132 Sales and Operations Planning (S&OP)
Workflow
sP2.1 Product Requirements

sP2.3 Workflow sP2.4
sP2.2 Product Sources
2.1.17

The establishment of courses of action over specified time periods that represent a projected
appropriation of supply resources to meet sourcing plan requirements.
Metrics
RS.3.29 Establish Sourcing Plans Cycle Time
Practices

People

2.1.18

Workflow
2.1.19

sP3 Plan Make
projected appropriation of production resources to meet production requirements.
Hierarchy
sP3.1 Identify, Prioritize and Aggregate Production Requirements

sP3.2 Identify, Assess and Aggregate Production Resources
sP3.3 Balance Production Resources with Production Requirements
sP3.4 Establish Production Plans
Metrics

Practices
BP.022 MRP I
2.1.20

sP3 Plan Make
Workflow
2.1.21
sP3 Plan Make
2.1.22

The process of identifying, prioritizing, and considering as a whole with constituent parts, all sources
of demand in the creation of a product or service.
Metrics

RS.3.42 Identify, Prioritize, and Aggregate Production Requirements Cycle Time
Practices

People

Workflow
2.1.23

The process of identifying, evaluating, and considering, as a whole with constituent parts, all things
that add value in the creation of a product or performance of a service.
Metrics
RS.3.36 Identify, Assess and Aggregate Production Resources Cycle Time
Practices

People
Workflow
2.1.24

The process of developing a time-phased course of action that commits creation and operation
resources to meet creation and operation requirements.
Metrics
RS.3.13 Balance Production Resources with Production Requirements Cycle Time
Practices

People
Workflow
sP3.1 Production Requirements

sP3.2 Production Resources
2.1.25

lish P
appropriation of supply resources to meet production and operating plan requirements.
Metrics
RS.3.28 Establish Production Plans Cycle Time
Practices

People
Workflow
2.1.26
sP4 Plan Deliver
projected appropriation of delivery resources to meet delivery requirements.
Hierarchy
sP4.1 Identify, Prioritize and Aggregate Delivery Requirements

sP4.2 Identify, Assess and Aggregate Delivery Resources
sP4.3 Balance Delivery Resources and Capabilities with Delivery Requirements
sP4.4 Establish Delivery Plans
Metrics

Practices

BP.107 Distributed Order Management
2.1.27

sP4 Plan Deliver
Workflow
2.1.28

sP4 Plan Deliver
2.1.29

The process of identifying, prioritizing, and considering, as a whole with constituent parts, all sources
of demand in the delivery of a product or service.
Metrics

RS.3.40 Identify, Prioritize, and Aggregate Delivery Requirements Cycle Time
Practices

People
HS.0009 Bar Code Handling/RFID (if available)

HS.0048 Forecasting
HS.0070 Logistics network modeling
HS.0091 Planogram usage and strategies
HS.0144 Supply Chain Security
HS.0156 VMI planning and management
2.1.30

Workflow
2.1.31

The process of identifying, evaluating, and considering, as a whole with constituent parts, all things
that add value in the delivery of a product or service.
Metrics

RS.3.37 Identify, Assess, and Aggregate Delivery Resources Cycle Time
Practices

People

HS.0048 Forecasting
Workflow
2.1.32

sP4.3 Balance Delivery Resources and Capabilities with Delivery
Requirements
The process of developing a time-phased course of action that commits delivery resources to meet
delivery requirements.
Metrics
Practices

People
HS.0048 Forecasting
Workflow
sP4.1 Delivery Requirements

Delivery Resources and
sP4.2 Capabilities
2.1.33

appropriation of delivery resources to meet delivery requirements.
Metrics
RL.3.36 Fill Rate

RS.3.27 Establish Delivery Plans Cycle Time
Practices

People

HS.0048 Forecasting
2.1.34

Workflow
2.1.35

sP5 Plan Return
A strategic or tactical process to establish and adjust courses of action or tasks over specified time
periods that represent a projected appropriation of return resources and assets to meet anticipated
as well as unanticipated return requirements. The scope includes unplanned returns of sold
merchandise as well as planned returns of rotable products that are refurbished for reissue to
customers.
Hierarchy
sP5.1 Assess and Aggregate Return Requirements

sP5.2 Identify, Assess and Aggregate Return Resources
sP5.3 Balance Return Resources with Return Requirements
sP5.4 Establish and Communicate Return Plans
Metrics

Practices

BP.135 Return Authorization
2.1.36

sP5 Plan Return
Workflow
2.1.37
sP5 Plan Return
2.1.38

The process of identifying, evaluating, and considering, as a whole with constituent parts, all sources
of demand for the return of a product.
Metrics
RS.3.43 Identify, Prioritize, and Aggregate Return Requirements Cycle Time
Practices

People

HS.0048 Forecasting
HS.0133 Six Sigma
2.1.39

Workflow
2.1.40

The process of identifying, evaluating, and consideration for all resources that add value to, execute,
or constrain the processes for the return of a product.
Practices

BP.025 Self-Service Warranty Claim Submittal
People
HS.0016 Capacity Planning/Management

HS.0048 Forecasting
HS.0065 Lean Manufacturing
HS.0133 Six Sigma
Workflow
2.1.41

The process of developing courses of action that make feasible the commitment the appropriate
return resources and or assets to satisfy return requirements.
Metrics
RS.3.14 Balance Return Resources with Return Requirements Cycle Time
Practices

People

HS.0067 Linear programming
HS.0121 Returns strategy development
HS.0133 Six Sigma
Workflow
sP5.1 Return Requirements

sP5.2 Return Resources
2.1.42

The establishment and communication of courses of action over specified time periods that
represent a projected appropriation of required return resources and or assets to meet return
process requirements.
Metrics
RS.3.26 Establish and Communicate Return Plans Cycle Time
Practices

People

HS.0069 Logistics Management
HS.0120 Return Plan Aggregation
HS.0133 Six Sigma
2.1.43

Workflow
2.1.44

Source
sS Source
The processes associated with ordering, delivery, receipt and transfer of raw material items,
subassemblies, product and/or services.
Hierarchy

Metrics

2.2.1

The process of ordering, receiving and transferring raw material items, sub-assemblies, product and
or services based on aggregated demand requirements. The intention of Source-to-Stock is to
maintain a pre-determined level of inventory for these materials, sub-assemblies or products. No
customer reference or customer order detail is exchanged with the supplier, attached to or marked
on the product, or recorded in the warehousing or ERP system for Source-to-Stock products.
Examples of alternative or related names for Source-to-Stock are: replenishment inventory, drip
parts, kan-ban, andon, and bulk or generic stock.
Hierarchy
sS1.1 Schedule Product Deliveries

sS1.2 Receive Product
sS1.3 Verify Product
sS1.5 Authorize Supplier Payment
Metrics

AG.3.9 Additional source volumes obtained in 30 days
AG.3.40 Current Purchase Order Cycle Times
AG.3.42 Current Source Volume
AG.3.46 Demand sourcing-supplier constraints
2.2.2

Practices

BP.134 Supplier Evaluation using Robust Evaluation Tool.
Workflow
2.2.3
2.2.4

Scheduling and managing the execution of the individual deliveries of product against an existing
contract or purchase order. The requirements for product releases are determined based on the
detailed sourcing plan or other types of product pull signals.
Metrics
RL.3.27 % Schedules Changed within Supplier's Lead Time

RS.3.9 Average Days per Engineering Change
RS.3.10 Average Days per Schedule Change
RS.3.11 Average Release Cycle of Changes
Practices
BP.009 Kanban
People
HS.0012 Benchmarking
HS.0035 Delivery Balancing
HS.0048 Forecasting
HS.0074 Master Scheduling
HS.0080 MSDS/CoC/BoL/Environmental Interpretation
HS.0083 Order Management
HS.0093 Prioritization
HS.0094 Procurement
HS.0103 Production Scheduling
HS.0135 Solicitation/Competitive Bidding Process
2.2.5

Workflow
2.2.6

The process and associated activities of receiving product to contract requirements.
Metrics
RL.3.18 % Orders/ Lines Processed Complete

RL.3.20 % Orders/ Lines Received On-Time To Demand Requirement
RL.3.22 % Orders/ lines received with correct packaging
RL.3.23 % Orders/ Lines Received with Correct Shipping Documents
RS.3.113 Receiving Product Cycle Time
Practices

BP.012 Lot Tracking
People
HS.0001 3-way Receiving Match

HS.0027 Cross Docking
HS.0033 Data management
HS.0034 Discrepancy Reporting and Resolution
HS.0046 ERP Systems
HS.0049 ID & Damage Inspection
HS.0066 Legislation and Standards
HS.0071 Logistics/Freight
HS.0106 Property Control and Disposition
HS.0119 Return Management
2.2.7

Workflow
2.2.8

The process and actions required determining product conformance to requirements and criteria.
Metrics
RL.3.19 % Orders/ Lines Received Defect Free

RL.3.21 % Orders/ lines received with correct content
Practices

People
HS.0002 Acceptance testing

HS.0081 Office automation tools
HS.0108 Quality Management
HS.0112 Requirements acceptance criteria
HS.0113 Requirements allocation
HS.0114 Requirements change control & change notification
HS.0115 Requirements criteria, verification methods & tools
HS.0116 Requirements defect notification
HS.0117 Requirements justification / rationale
HS.0118 Requirements syntax, attributes, & baselines
HS.0155 Verification Strategies
2.2.9

Workflow
sS1.2 Receipt Verification sS1.3 Receipt Verification sS1.4
2.2.10

The transfer of accepted product to the appropriate stocking location within the supply chain. This
includes all of the activities associated with repackaging, staging, transferring and stocking product.
For service this is the transfer or application of service to the final customer or end user.
Metrics
RL.3.25 % Product Transferred On-Time to Demand Requirement

RL.3.26 % Product Transferred without Transaction Errors
Practices

People

HS.0046 ERP Systems
HS.0079 MRP Systems
HS.0086 Packaging
2.2.11

Workflow
2.2.12

The process of authorizing payments and paying suppliers for product or services. This process
includes invoice collection, invoice matching and the issuance of checks.
Metrics
Practices

People
HS.0019 Change Notice Development

HS.0022 Contract Management
HS.0024 Cost/Price Analysis
Workflow
sS1.4 Transferred Product sS1.5 Payment Information Other
2.2.13

The processes of ordering and receiving product or material that is ordered (and may be configured)
only when required by a specific customer order. The intention of Source-to-Order is to maintain
inventory ordered (and/or configured) specifically for customer orders only. The product is ordered,
received and identified in stock using this customer order reference (order designated inventory).
The product is typically identifiable throughout the sourcing process, by the reference to the
customer order attached to or marked on the product or packaging and in the warehouse
management or ERP system. Examples of alternative or related names for Source-to-Order are:
purchase-to-order, special ordering (retail industry), kitting and line sequencing (manufacturing
industries).
Hierarchy

Metrics

2.2.14

Practices

Workflow
2.2.15

2.2.16

Scheduling and managing the execution of the individual deliveries of product against the contract.
The requirements for product deliveries are determined based on the detailed sourcing plan. This
includes all aspects of managing the contract schedule including prototypes, qualifications or service
deployment.
Metrics

Practices

People

HS.0021 Consignment Agreement Development
HS.0048 Forecasting
HS.0056 Interpreting Specifications
HS.0063 Labor Costs Verification
HS.0087 Payment Processing
HS.0094 Procurement
2.2.17


HS.0125 Risk Assessment
HS.0138 Subcontracting Types (FFP, CP, CPAF, Performance Based)
HS.0154 Vendor Managed Inventory
HS.0158 Warranty Return and Repair
Workflow
2.2.18

Metrics

Practices

BP.012 Lot Tracking
People

HS.0013 Blanket purchase order process
HS.0020 Competitive Bidding
HS.0046 ERP Systems
2.2.19

Workflow
2.2.20

Metrics

Practices

People

Workflow
2.2.21

includes all of the activities associated with repackaging, staging, transferring, and stocking product
and or application of service.
Metrics

Practices

People

HS.0046 ERP Systems
HS.0086 Packaging
2.2.22

Workflow
2.2.23

Metrics
Practices
People

HS.0036 Delivery Scheduling
HS.0046 ERP Systems
HS.0061 Item Master/BOM/BoL Interpretation
Workflow
sS2.4 Transferred Product sS2.5
2.2.24

The processes of identifying and selecting sources of supply, negotiating, validating, scheduling,
ordering and receiving parts, assemblies or specialized products or services that are designed,
ordered and/or built based on the requirements or specifications of a specific customer order.
Hierarchy
sS3.1 Identify Sources of Supply

sS3.2 Select Final Supplier and Negotiate
Metrics

2.2.25

Practices

Workflow
2.2.26

2.2.27

The identification and qualification of potential suppliers capable of designing and delivering product
that will meet all of the required product specifications.
Metrics

AM.3.2 % of material that has a valid
AM.3.3 % of materials that are recyclable/ reusable
Practices

People
HS.0004 Advertising Methodologies

HS.0042 Enabling Technology
HS.0043 Engineering
HS.0045 Environmental Requirements
HS.0054 Intellectual Property/Proprietary Data
HS.0076 Milestone/Performance Payments
HS.0094 Procurement
HS.0097 Product Development (PDR, CDR)
HS.0105 Project Management
HS.0134 Solicitation Methods
2.2.28

Workflow
2.2.29

The identification of the final supplier(s) based on the evaluation of RFQs, supplier qualifications and
the generation of a contract defining the costs and terms and conditions of product availability.
Metrics
RL.3.17 % of suppliers with an EMS or ISO 14001 certification

RS.3.125 Select Supplier and Negotiate Cycle Time
Practices

People

HS.0023 Controls and Compliance
HS.0094 Procurement
HS.0147 Technical Evaluation
2.2.30

Workflow
2.2.31

Scheduling and managing the execution of the individual deliveries of product against the contract.
The requirements for product deliveries are determined based on the detailed sourcing plan. This
includes all aspects of managing the contract schedule including prototypes and qualifications.
Metrics

Practices

People

HS.0048 Forecasting
2.2.32

HS.0094 Procurement
Workflow
2.2.33

Metrics

Practices

People

HS.0046 ERP Systems
2.2.34

Workflow
2.2.35

Metrics

Practices

People

HS.0113 Requirements allocation
Workflow
2.2.36

includes all of the activities associated with repackaging, staging, transferring, and stocking product.
Metrics

Practices
People

HS.0046 ERP Systems
HS.0086 Packaging
2.2.37

Workflow
2.2.38

Metrics
Practices
People

HS.0046 ERP Systems
Workflow
sS3.6 Transferred Product sS3.7
2.2.39

Make
sM Make
The process of adding value to products through mixing, separating, forming, machining, and
chemical processes.
Hierarchy
sM1 Make-to-Stock
sM2 Make-to-Order
Metrics

2.3.1

sM1 Make-to-Stock
The process of manufacturing in a make-to-stock environment adds value to products through

mixing, separating, forming, machining, and chemical processes. Make to stock products are
intended to be shipped from finished goods or 'off the shelf', can be completed prior to receipt of a
customer order, and are generally produced to a planned schedule in accordance with a sales
forecast. No customer reference or customer order detail or specification is attached to production
orders, attached to or marked on the product, or recorded in the shop floor management or ERP
system for Make-to-Stock products.
Hierarchy
sM1.1 Schedule Production Activities

sM1.2 Issue Material
sM1.4 Package
sM1.5 Stage Product
sM1.6 Release Product to Deliver
sM1.7 Waste Disposal
Metrics
RL.3.58 Yield
RS.3.21 Current manufacturing order cycle time
AG.3.2 % of labor used in manufacturing, not used in direct activity
AG.3.38 Current Make Volume
AM.3.22 Recyclable waste as % of total waste
2.3.2

sM1 Make-to-Stock
Practices

Workflow
2.3.3
sM1 Make-to-Stock
2.3.4
Given plans for the production of specific parts, products, or formulations in specified quantities and
planned availability of required sourced products, the scheduling of the operations to be performed
in accordance with these plans. Scheduling includes sequencing, and, depending on the factory
layout, any standards for setup and run. In general, intermediate production activities are
coordinated prior to the scheduling of the operations to be performed in producing a finished
product.
Metrics
RL.3.49 Schedule Achievement

AM.3.9 Capacity Utilization
Practices

BP.172 Production Scheduling Optimization Using Enabling Technologies
People

HS.0082 Optimization
Workflow
2.3.5

The selection and physical movement of sourced/in-process product (e.g., raw materials, fabricated
components, subassemblies, required ingredients or intermediate formulations) from a stocking
location (e.g., stockroom, a location on the production floor, a supplier) to a specific point of use
location. Issuing product includes the corresponding system transaction. The Bill of Materials/routing
information or recipe/production instructions will determine the products to be issued to support the
production operation(s).
Metrics

AM.3.19 Packaging as % of total material
Practices
BP.009 Kanban
BP.012 Lot Tracking
BP.152 Automated Data Capture (ADC)
BP.171 Mixed Mode/Reverse Material Issue
People

HS.0088 Physical Capability
2.3.6

Workflow
2.3.7

The series of activities performed upon sourced/in-process product to convert it from the raw or
semi-finished state to a state of completion and greater value. The processes associated with the
validation of product performance to ensure conformance to defined specifications and
requirements.
Metrics
RL.3.36 Fill Rate

RL.3.56 Warranty Costs
RL.3.58 Yield
RL.3.59 Yield Variability
RS.3.4 Asset Turns
AM.3.5 % of production materials reused
AM.3.6 % of products consisting of previously used components
AM.3.14 Hazardous materials used during production process as a % of all materials
Practices
BP.012 Lot Tracking

People
HS.0043 Engineering
HS.0099 Production
Workflow
2.3.8

sM1.4 Package
The series of activities that containerize completed products for storage or sale to end-users. Within
certain industries, packaging may include cleaning or sterilization.
Metrics

RL.3.58 Yield
RS.3.4 Asset Turns
Practices
BP.012 Lot Tracking

People
HS.0079 MRP Systems

HS.0086 Packaging
Workflow
Information Feedback sM1.1

sM1.3 Workflow sM1.4
Workflow sM1.5
2.3.9

sM1.5 Stage Product
The movement of packaged products into a temporary holding location to await movement to a
finished goods location. Products that are made to order may remain in the holding location to await
shipment per the associated customer order. The movement to finished goods is part of the Deliver
process.
Metrics
Practices
People
HS.0046 ERP Systems

Workflow
2.3.10

Activities associated with post-production documentation, testing, or certification required prior to

delivery of finished product to customer. Examples include assembly of batch records for regulatory
agencies, laboratory tests for potency or purity, creating certificate of analysis, and sign-off by the
quality organization.
Metrics
RL.3.1 # of complaints regarding missing environmental documentation

RL.3.2 # of recordkeeping related NOVs
Practices
People
HS.0006 Asset Management

HS.0046 ERP Systems
Workflow
2.3.11

Activities associated with collecting and managing waste produced during the produce and test
process including scrap material and non-conforming product.
Metrics
RL.3.57 Waste Processing Errors

RS.3.141 Waste accumulation time
AM.3.15 Hazardous waste as % of total waste
Practices
BP.012 Lot Tracking
People
HS.0160 Waste Management
Workflow
sM1.3 Waste Produced sM1.7
2.3.12

sM2 Make-to-Order
The process of manufacturing in a make-to-order environment adds value to products through

mixing, separating, forming, machining, and chemical processes for a specific customer order.
Products are completed, built or configured only in response to a customer order, the customer order
reference is attached to the production order, attached to or marked on the product upon completion
of the make process and referenced when transferring the product to Deliver. The product is
identifiable throughout the Make process, as made for a specific customer order.
Examples of alternative or related names for Make-to-Order are: Build-to-Order (BTO), Assemble-to-
Order (ATO), Configure-to-Order (CTO), and postponement.
Hierarchy

sM2.2 Issue Sourced/In-Process Product
sM2.4 Package
sM2.5 Stage Finished Product
sM2.6 Release Finished Product to Deliver
Metrics

RL.3.58 Yield
2.3.13

sM2 Make-to-Order
Practices

Workflow
2.3.14

sM2 Make-to-Order
2.3.15

Given plans for the production of specific parts, products, or formulations in specific quantities and
planned availability of required sourced products, the scheduling of the operations to be preformed
layout, any standards for setup and run. In general intermediate production activities are coordinated
prior to the scheduling of the operations to be performed in producing a finished product.
Metrics

Practices

People

HS.0099 Production
Workflow
2.3.16

The selection and physical movement of sourced/in-process products (e.g., raw materials, fabricated
location. Issuing product includes the corresponding system transaction. The Bill of Materials/routing
information or recipe/production instructions will determine the products to be issued to support the
Metrics
RS.3.50 Issue Sourced/In-Process Product Cycle Time

Practices

BP.012 Lot Tracking
People

2.3.17

Workflow
2.3.18

requirements.
Metrics

RL.3.58 Yield
RS.3.4 Asset Turns
Practices
BP.012 Lot Tracking

People
HS.0043 Engineering
HS.0099 Production
Workflow
2.3.19

sM2.4 Package
Metrics

RL.3.58 Yield
RS.3.4 Asset Turns
AM.3.4 % of packaging/shipping materials reused internally
Practices
BP.012 Lot Tracking

People
HS.0046 ERP Systems

HS.0086 Packaging
Workflow

Workflow sM2.5
2.3.20

shipment per the associated customer order. The actual move transaction is part of the Deliver
process.
Metrics
Practices
People
HS.0046 ERP Systems

Workflow
2.3.21


Metrics
RL.3.14 % of products meeting specified environmental performance requirements

RL.3.15 % of products with proper environmental labeling (if required)
Practices
People
HS.0046 ERP Systems

Workflow
2.3.22

Metrics

Practices
BP.012 Lot Tracking
People
Workflow
2.3.23

The process of developing, designing, validating, and ultimately using a manufacturing process to
produce products or services based on the requirements of a specific customer. In general Engineer-
to-Order requires that work instructions may need to be defined or refined and material routing
instructions may need to be added or modified. An example of an alternative or related name for
Make Engineer-to-Order is: Design-to-Order (DTO).
Hierarchy
sM3.1 Finalize Production Engineering

sM3.5 Package
Metrics

RL.3.58 Yield
2.3.24

Practices

Workflow
2.3.25

2.3.26

Engineering activities required after acceptance of order, but before product can be produced. May
include generation and delivery of final drawings, specifications, formulas, part programs, etc. In
general, the last step in the completion of any preliminary engineering work done as part of the
quotation process.
Metrics
RS.3.33 Finalize Production Engineering Cycle Time
Practices

People
HS.0015 CAD/CAM
HS.0136 Specific fabrication knowledge based on product
HS.0152 Troubleshooting
Workflow
Methods, Procedures,
Other Engineering Design
Processes sM3.2
sM3.1
Order Engineering Data
sD3.3 Order Information
Change sE3.1
2.3.27

Given plans for the production of specific parts, products, or formulations in specified quantities and
planned availability of required sourced products, the scheduling of the operations to be performed
layout, any standards for setup and run. In general, intermediate production activities are
coordinated prior to the scheduling of the operations to be performed in producing a finished
product.
Metrics

Practices

People
HS.0046 ERP Systems

HS.0079 MRP Systems
2.3.28

Workflow
2.3.29

The selection and physical movement of sourced/in-process products (e.g., raw materials, fabricated
location. Issuing material includes the corresponding system transaction. The Bill of Materials/routing
information or recipe/production instructions will determine the materials to be issued to support the
Metrics
Practices

BP.012 Lot Tracking
People
HS.0046 ERP Systems

HS.0079 MRP Systems
2.3.30

Workflow
2.3.31

requirements.
Metrics

RL.3.58 Yield
RS.3.4 Asset Turns
Practices
BP.012 Lot Tracking

People
HS.0043 Engineering
HS.0099 Production
Workflow
2.3.32

sM3.5 Package
Metrics

RL.3.58 Yield
RS.3.4 Asset Turns
Practices
BP.012 Lot Tracking

People
HS.0046 ERP Systems

HS.0086 Packaging
Workflow

Workflow sM3.6
2.3.33

shipment per the associated customer order. The actual move transaction is part of the Deliver
process.
Metrics
Practices

People
HS.0046 ERP Systems

Workflow
2.3.34


Metrics
Practices
People
HS.0046 ERP Systems

Workflow
2.3.35

Metrics

Practices
BP.012 Lot Tracking

People
Workflow
2.3.36

Deliver
sD Deliver
The processes associated with performing customer-facing order management and order fulfillment
activities.
Hierarchy

Metrics

2.4.1

The process of delivering product that is sourced or made based on aggregated customer orders,
projected orders/demand and inventory re-ordering parameters. The intention of Deliver Stocked
Product is to have the product available when a customer order arrives (to prevent the customer
from looking elsewhere). For services industries, these are services that are pre-defined and off-the-
shelf (e.g. standard training). Products or services that are 'configurable' cannot be delivered through
the Deliver Stocked Product process, as configurable products require customer reference or
customer order details.
Hierarchy

sD1.2 Receive, Enter, and Validate Order
sD1.5 Build Loads
sD1.9 Pick Product
sD1.10 Pack Product
sD1.12 Ship Product
sD1.15 Invoice
Metrics

RS.3.20 Current logistics order cycle time
AG.3.1 % of labor used in logistics, not used in direct activity
AG.3.4 Additional Delivery volume
AG.3.32 Current Delivery Volume
2.4.2


CO.3.025 Fulfillment Automation Cost
Practices

Workflow
2.4.3

2.4.3
2.4.5

Receive and respond to general customer inquiries and requests for quotes
Metrics
RS.3.100 Process Inquiry & Quote Cycle Time

Practices
BP.114 Order Quotation System
People
HS.0007 Availability Management

HS.0092 Pricing Management
HS.0094 Procurement
HS.0098 Product Information Management (Product Data Management)
Workflow
Other Customer Inquiry sD1.1 Customer Quote sD1.2
2.4.6

Receive orders from the customer and enter them into a company's order processing system.
Orders can be received through phone, fax, or electronic media. 'Technically' examine orders to
ensure an orderable configuration and provide accurate price. Check the customer's credit.
Optionally accept payment.
Metrics

RS.3.94 Order Fulfillment Dwell Time
RS.3.112 Receive, Enter & Validate Order Cycle Time
People
HS.0026 Credit/Collection Management

HS.0028 Customer Order Management
HS.0064 Lead-time validation
HS.0095 Product and Configuration Validation
Workflow
2.4.7

Inventory (both on hand and scheduled) is identified and reserved for specific orders and a delivery
date is committed and scheduled.
Metrics

RL.3.36 Fill Rate
RS.3.116 Reserve Resources and Determine Delivery Date Cycle Time
Practices
People

Workflow
2.4.8

The process of analyzing orders to determine the groupings that result in least cost/best service
fulfillment and transportation.
Metrics

RS.3.18 Consolidate Orders Cycle Time
People

Workflow
sD1.3 Delivery Date sD1.4 Daily Shipment Volume sD1.5
2.4.9

sD1.5 Build Loads
Transportation modes are selected and efficient loads are built.
Metrics

Practices
People
HS.0018 Carrier Selection

HS.0068 Load Building
HS.0151 Transport Mode Selection
Workflow
2.4.10

Loads are consolidated and routed by mode, lane and location.
Metrics

Practices
People
HS.0129 Route planning
Workflow
sD1.5 Load Information

sD1.6 Shipment Routes sD1.7
Other Rated Carrier Data
2.4.11

Specific carriers are selected by lowest cost per route and shipments are rated and tendered.
Metrics
RL.3.16 % of suppliers meeting environmental metrics/criteria

Practices

People
Workflow
sD1.6 Shipment Routes sD1.7 Scheduled Deliveries sD1.9
2.4.12

The activities such as receiving product, verifying, recording product receipt, determining put-away
location, putting away and recording location that a company performs at its own warehouses. May
include quality inspection.
Metrics
RS.3.108 Receive Product from Make/Source Cycle Time

Practices
BP.009 Kanban
People
HS.0075 Material handling equipment usage

HS.0104 Progress & performance reporting
Workflow
2.4.13
sD1.9 Pick Product
The series of activities including retrieving orders to pick, determining inventory availability, building
the pick wave, picking the product, recording the pick and delivering product to shipping in response
to an order.
Metrics
RL.3.36 Fill Rate

Practices
BP.009 Kanban
BP.012 Lot Tracking
People

HS.0161 Wave/batch picking
Workflow
2.4.14

sD1.10 Pack Product
The activities such as sorting / combining the products, packing / kitting the products, paste labels,
barcodes etc. and delivering the products to the shipping area for loading.
Metrics
RL.3.4 % correct material documentation

Practices
BP.012 Lot Tracking
People
HS.0062 Kitting/Packing
Workflow
sD1.9 Workflow sD1.10 Workflow sD1.11
2.4.15

The series of tasks including placing/loading product onto modes of transportation, and generating
the documentation necessary to meet internal, customer, carrier and government needs. Shipping
documentation includes the invoice. Optionally verify customer credit.
Metrics

Practices
BP.012 Lot Tracking
People

2.4.16

Workflow
2.4.17

sD1.12 Ship Product
The process of shipping the product to the customer site.
Metrics

Practices
BP.012 Lot Tracking

People
HS.0039 Driving certification (according to mode of transportation)
Workflow
sD1.11 Shipping Documents sD1.12 Workflow sD1.13
2.4.18

sD1.13 Receive and Verify Product by Customer
The process of receiving the shipment by the customer (either at customer site or at shipping area in
case of self-collection) and verifying that the order was shipped complete and that the product meets
delivery terms.
Metrics

RS.3.103 Receive and Verify Product Cycle Time
People

Workflow
2.4.19

When necessary, the process of preparing, testing and installing the product at the customer site.
The product is fully functional upon completion.
Metrics

RL.3.12 % Of Faultless Installations
People
HS.0043 Engineering
Workflow
sD1.13 Product sD1.14 Installed Product sD1.15
2.4.20

sD1.15 Invoice
A signal is sent to the financial organization that the order has been shipped and that the billing
process should begin and payment be received or be closed out if payment has already been
received. Payment is received from the customer within the payment terms of the invoice.
Metrics

RL.3.11 % of Faultless Invoices
RS.3.48 Invoice Cycle Time
Practices
BP.012 Lot Tracking
People
HS.0003 Accounting
Workflow
sD1.14 Installed Product sD1.15 Payment Other
2.4.21

The processes of delivering product that is sourced, configured, manufactured, and/or assembled
from standard raw materials, parts, ingredients or sub-assemblies, in response to a specific firm
customer order. A reference to the customer order is exchanged with the sourcing or make process
and attached to or marked on the product. Products in stock are identifiable by customer order
through labeling and inventory data management. Examples include assigning a serial number, lot
number or batch number to a customer order prior to Make or Source, processes that generate a
bill-of-materials for the associated Make process (e.g. configure-to-order and assemble-to-order)
and the 'special order' process in retail.
Hierarchy

sD2.5 Build Loads
sD2.9 Pick Product
sD2.10 Pack Product
sD2.12 Ship Product
sD2.15 Invoice
Metrics

2.4.22


CO.3.021 Order Management GRC and Overhead Cost CO.2.006
Fulfillment Cost
Practices

2.4.23

Workflow
2.4.24

2.4.25

Receive and respond to general customer inquiries and requests for quotes.
Metrics
People

HS.0094 Procurement
Workflow
Other Customer Inquiry sD2.1 Order Quote (CUSTOMER) sD2.2
2.4.26

Receive orders from the customer and enter them into a company's order processing system.
Orders can be received through phone, fax, or through electronic media. Configure your product to
the customer's specific needs, based on standard available parts or options. 'Technically' examine
order to ensure an orderable configuration and provide accurate price. Check the customer's credit.
Optionally accept payment.
Metrics

RS.3.111 Receive, Configure, Enter & Validate Order Cycle Time
People

HS.0064 Lead-time validation
Workflow
2.4.27

Inventory and/or planned capacity is identified and reserved for specific orders, and a delivery date
is committed and scheduled.
Metrics

RS.3.115 Reserve Inventory & Determine Delivery Date Cycle Time
Practices
People

Workflow
2.4.28

The process of analyzing orders to determine the groupings that result in least cost/best service
fulfillment and transportation.
Metrics

People

Workflow
sD2.3 Delivery Date sD2.4 Consolidated Orders sD2.5
2.4.29

sD2.5 Build Loads
Metrics

Practices
People

Workflow
Load Information sP4.2

sD2.4 Consolidated Orders sD2.5
Load Information sD2.6
2.4.30

Loads are consolidated and routed by mode, lane, and location.
Metrics

Practices
People
Workflow
sD2.5 Load Information Scheduled Deliveries sD1.9

sD2.6
Other Rated Carrier Data Shipment Routes sD2.7
2.4.31

Metrics

Practices
People
Workflow
sD2.6 Customer Order/Scheduled sD2.9

Shipment Routes sD2.7 Shipment
2.4.32

location, putting away and recording location for goods received from either Make or Source. May
Metrics

Practices

People

Workflow
2.4.33

sD2.9 Pick Product
The series of activities including retrieving orders to pick, verifying inventory availability, building the
pick wave, picking the product, recording the pick and delivering product to packing area in response
to an order.
Metrics

Practices
BP.012 Lot Tracking

People

Workflow
2.4.34

sD2.10 Pack Product
Metrics

Practices
BP.012 Lot Tracking
People
Workflow
2.4.35

Metrics

Practices
BP.012 Lot Tracking
People

Workflow
2.4.36

sD2.12 Ship Product
Metrics

Practices
BP.012 Lot Tracking

People
Workflow
sD2.11 Customer Order

sD2.12 Customer Order sD2.13
sD2.11 Shipping Documents
2.4.37

sD2.13 Receive and Verify Product by Customer
The process of receiving the shipment at the customer (either at customer site or at shipping area in
case of self-collection) and verifying that the order was shipped complete and that the product meets
delivery terms.
Metrics

People

Workflow
2.4.38

When necessary, the process of preparing, testing and installing the product at the customer site.
The product is fully functional upon completion.
Metrics

People
HS.0043 Engineering
Workflow
2.4.39

sD2.15 Invoice
Metrics

Practices
BP.012 Lot Tracking
People
HS.0003 Accounting
Workflow
sD2.14 Installed Product sD2.15 Payment Other
2.4.40

The process of obtaining, responding to, and allocating resources for a customer order that has
unique requirements or specifications and delivering a product that is partially or fully designed,
redesigned, manufactured, and/or assembled from a bill of materials or recipe that includes one or
more custom parts or ingredients. Design will begin only after the receipt and validation of a firm
customer order.
Hierarchy

sD3.5 Build Loads
sD3.9 Pick Product
sD3.10 Pack Product
sD3.12 Ship Product
sD3.15 Invoice
Metrics

2.4.41


CO.3.021 Order Management GRC and Overhead Cost CO.2.006
Fulfillment Cost
Practices

BP.170 Engineer to Order Production
Workflow
2.4.42
2.4.43

2.4.44

The process of receiving a request for proposal or request for quote, evaluating the request
(estimating the schedule, developing costs estimates, establishing price), and responding to the
potential customer.
Metrics
RS.3.93 Obtain & Respond to Request for Quote (RFQ) / Request for Proposal (RFP)
Cycle Time
People
HS.0060 Issue Proposal/Quote

HS.0094 Procurement
HS.0123 RFP/RFQ Management
Workflow
Completed Proposal sD3.2

sS3.1 RFQ/RFP sD3.1
Workflow sD3.2
2.4.45

The process of negotiating order details with customer (e.g., price, schedule, and product
performance) and finalizing the contract. Optionally accept payment.
Metrics
RS.3.92 Negotiate & Receive Contract Cycle Time

People
Workflow
sD3.1 Completed Proposal Approved Contract sD3.3

sD3.2
sD3.1 Workflow Optional Payment Other
2.4.46

The process of entering/finalizing the customers order, approving the planned resources (e.g.,
engineering, manufacturing, etc.) and officially launching the program.
Metrics

RS.3.25 Enter Order, Commit Resources & Launch Program Cycle Time
People
HS.0043 Engineering
HS.0073 Manufacturing Resource Commitment
2.4.47

Workflow
2.4.48

The process of evaluating the design and build schedules relative to customer requested installation
date to determine installation schedule.
Metrics
RS.3.120 Schedule Installation Cycle Time

People
HS.0014 Build Schedule Evaluation

HS.0038 Design/Engineering Schedule Development
HS.0052 Installation Scheduling
Workflow
sD3.3 Customer Order sD3.4 Scheduled Installation sD3.5
2.4.49

sD3.5 Build Loads
Metrics

Practices
People

Workflow
2.4.50

Loads are consolidated and routed by mode, lane, and location.
Metrics

Practices
People
Workflow
sD3.5 Load Information

sD3.6 Workflow sD3.7
Other Rated Carrier Data
2.4.51

Metrics

Practices

People
Workflow
2.4.52

location, putting away and recording location for goods received from either Make or Source. May
Metrics

People

Workflow
2.4.53
sD3.9 Pick Product
The series of activities including retrieving orders to pick, verifying inventory availability, building the
pick wave, picking the product, recording the pick and delivering product to packing area in response
to an order.
Metrics

Practices
BP.012 Lot Tracking
People

Workflow
2.4.54

sD3.10 Pack Product
Metrics

Practices
BP.012 Lot Tracking
People
Workflow
2.4.55

Metrics

Practices
BP.012 Lot Tracking
People

Workflow
sD3.10 Workflow sD3.11 Shipping Documents sD3.12
2.4.56

sD3.12 Ship Product
Metrics

Practices
BP.012 Lot Tracking
People
Workflow
Workflow sD3.13
sD3.11 Shipping Documents sD3.12
Workflow sD3.15
2.4.57

The process of receiving the shipment (either at customer site or at shipping area in case of self-
collection) and verifying that the order was shipped complete and that the product meets delivery
terms.
Metrics

People

Workflow
2.4.58

The process of preparing, testing and installing the product at the customer site. The product is fully
functional upon completion.
Metrics

People
HS.0043 Engineering
Workflow
2.4.59

sD3.15 Invoice
Metrics

Practices
BP.012 Lot Tracking
People
HS.0003 Accounting
Workflow
sD3.14 Installed Product

sD3.15 Payment Other
sD3.12 Workflow
2.4.60

Deliver Retail Products are the processes used to acquire, merchandise, and sell finished goods at a
retail store. A retail store is a physical location that sells products (and services) direct to the
consumer using a point of sale process (manual or automated) to collect payment. Merchandising at
a store level is the stocking and restocking of products in designated storage locations to generate
sales in a retail store.
Hierarchy

sD4.4 Stock Shelf
sD4.6 Checkout
Metrics

2.4.61


Practices

Workflow
2.4.62
2.4.63

The process of scheduling resources to support item-stocking requirements.
Metrics
RS.3.34 Generate Stocking Schedule Cycle Time

People

HS.0091 Planogram usage and strategies
HS.0131 Safety stock/replenishment calculations
Workflow
2.4.64

location, putting away and recording location that a company performs at its own stores. May include
quality inspection.
Metrics
RS.3.107 Receive Product Cycle Time

People

HS.0110 Receiving
Workflow
2.4.65
sD4.3 Pick Product from Backroom
The process of retrieving restocking orders to pick, determining inventory availability, building a pick
wave, picking item and quantity from a designated backroom warehouse location, recording the
resulting inventory transaction, and delivering the product to point of stock.
Metrics
RS.3.97 Pick Product from Backroom Cycle Time

People

HS.0090 Picking process / order batching
Workflow
2.4.66

sD4.4 Stock Shelf
For restocks, the tasks associated with identifying the item location, stocking the shelf according to
merchandise plans, and recording the appropriate inventory transaction. For promotional items and
stock repositioning the tasks associated with shelf and point of sale preparation, stock placement,
and end of sale activities.
Metrics
RS.3.47 In-stock %
RS.3.129 Stock Shelf Cycle Time
People

Workflow
2.4.67

Typical set of tasks associated with product selection, storage and movement through to checkout.
Metrics
RL.3.7 % Item Location Accuracy

RS.3.32 Fill Shopping Cart Cycle Time
People
Workflow
2.4.68

sD4.6 Checkout
The processes and tasks associated with product checkout including scanning, method of payment,
credit application and approval, service agreement, order confirmation, and/or invoice or receipt.
Metrics
RS.3.17 Checkout Cycle Time

Practices
BP.012 Lot Tracking
People

HS.0096 Product checkout process
Workflow
2.4.69

sD4.7 Deliver and/or Install
The process of preparing and installing the product at the customer site. The product is fully
functional upon completion.
Metrics
RS.3.24 Deliver and/or Install Cycle Time

People
HS.0041 EHS regulations

HS.0051 Installation Requirements
Workflow
2.4.70

Return
sR Return
The processes associated with moving material from a customer back through the supply chain to
address defects in product, ordering, or manufacturing, or to perform upkeep activities.
Hierarchy

Metrics

2.5.1

The return and disposition determination of defective products as defined by the warranty claims,
product recall, non-conforming product and/or other similar policies including appropriate
replacement. The Return Defective Product supports any type of product not conforming to
specifications (including order non-conformance such as late or otherwise improper delivery);
company business rules determine the definition of 'defective'. The physical disposition of the
product may not be part of the return process.
Hierarchy
sSR1.1 Identify Defective Product Condition

sSR1.3 Request Defective Product Return Authorization
sSR1.4 Schedule Defective Product Shipment
Metrics

RS.3.22 Current supplier return order cycle time
RS.3.127 Source Return Cycle Time
AG.3.41 Current source return volume
AM.3.21 Rebuild or recycle rate
Practices

BP.129 Return Policy included with Shipping Document
Workflow
Return Defective Product Other

sSR1.1
Workflow sSR1.2
2.5.2

2.5.3

The process where the customer utilizes planned policies, business rules and product operating
conditions inspection as criteria to identify and confirm that material is excess to requirements
defective.
Metrics
AM.3.29 Percentage Defective Inventory in Disposition
Practices
BP.012 Lot Tracking

BP.110 Product Development/Engineering/Disposition Collaboration
People

HS.0111 Regulatory Policy Management
HS.0157 Warranty process and policy
Workflow
Return Defective Product Other

sSR1.1
Workflow sSR1.2
2.5.4

The process of the customer determining whether to return the defective item and the appropriate
source contact for a return authorization.
Metrics

Practices

BP.012 Lot Tracking
People
Workflow
2.5.5

The process of a customer requesting and obtaining authorization, from last known holder or
designated return center, for the return of defective product. Additionally, the customer and last
known holder or designated return center would discuss enabling conditions such as return
replacement or credit, packaging, handling, transportation and import / export requirements to
facilitate the efficient return of the defective product.
Metrics
AM.3.30 Percentage Defective Inventory in Return Authorization
Practices
BP.012 Lot Tracking

BP.140 Return Authorization Required
People
HS.0031 Customer Repair and Return Policy and Process

Workflow
2.5.6

The process where the customer develops the schedule for a carrier to pick-up for delivery of the
defective product. Activities include selecting the carrier and rates, preparing the item for transfer,
preparing scheduling documentation and managing overall scheduling administration.
Metrics
RL.3.28 % Shipping Schedules that Support Customer Required Return by Date

AM.3.32 Percentage Defective Product Inventory in Scheduling
Practices

People
Workflow
2.5.7

The process where the customer packages, and handles the defective product in preparation for
shipping in accord with pre-determined conditions. The product is then provided by the customer to
the carrier who physically transports the product and its associated documentation to the last known
holder or designated return center.
Metrics
RL.3.5 % Error-free Returns Shipped

RL.3.47 Return Shipments Shipped on Time
AM.3.31 Percentage Defective Product Inventory in Transportation
Practices
BP.012 Lot Tracking

People
HS.0046 ERP Systems

HS.0053 Installed base management
Workflow
2.5.8

The receipt and disposition determination of defective products as defined by the warranty claims,
product recall, non-conforming product and/or other similar policies including appropriate
replacement. The Return Defective Product supports any type of product not conforming to
specifications (including order non-conformance such as late or otherwise improper delivery);
company business rules determine the definition of 'defective'. The physical disposition of the
product may not be part of the return process.
Hierarchy

sDR1.2 Schedule Defective Return Receipt
sDR1.3 Receive Defective Product (includes verify)
sDR1.4 Transfer Defective Product
Metrics
RS.3.19 Current customer return order cycle time
AG.3.3 Additional deliver return volume
AG.3.31 Current Deliver Return Volume
AG.3.44 Customer return order cycle time reestablished and sustained in 30 days
AM.3.12 Deliver Return Cycle Time
AM.3.26 Return Rate
Practices
BP.012 Lot Tracking

2.5.9

Workflow
2.5.10

The process where the last known holder or designated return center receives a defective product
return authorization request from a customer, determines if the item can be accepted and
communicates decision to the customer. Accepting the request would include negotiating the
conditions of the return with the customer, including authorizing return replacement or credit.
Rejecting the request would include providing a reason for the rejection to the customer.
Metrics
RS.3.5 Authorize Defective Product Return Cycle Time

Practices
BP.012 Lot Tracking

BP.075 Web-based Return Material Authorization (RMA)
BP.077 Prepaid Return Shipping Label
BP.079 Loaner Program
People

HS.0046 ERP Systems
Workflow
2.5.11
The process where the last known holder or designated return center evaluates the defective
product handling requirements including negotiated conditions and develops a schedule that tells the
Customer when to ship the product. The scheduling activity would also inform Receiving when to
expect the shipment and where to send the product, for disposition, upon receipt.
Metrics
RS.3.118 Schedule Defective Return Receipt Cycle Time
Practices

BP.078 Return Tracking
People

Workflow
Return Schedule
Instructions sSR1.3
sDR1.1 Valid Returns Request sDR1.2
Return Schedule
Instructions sDR1.3
2.5.12

The process where the last known holder or designated return center receives and verifies the
returned defective product against the return authorization and other documentation and prepares
the item for transfer.
Metrics
RS.3.104 Receive Defective Product Cycle Time
Practices

BP.076 Bar Coding for Returned Materials
People
Workflow
2.5.13

The process where the last known holder or designated return center transfers the defective product
to the appropriate process to implement the disposition decision.
Metrics
RS.3.136 Transfer Defective Product Cycle Time
Practices

People
HS.0046 ERP Systems

Workflow
2.5.14

The return of Maintenance, Repair and Overhaul (MRO) products or company assets for the
purpose of servicing, repairing or upgrading it, as defined by Maintenance Plans or the occurrence
or anticipation of risk of failure. Generally company assets managed through a MRO process are
expected to be refurbished to a useable condition and returned to service. The Return process does
not represent the actual maintenance, repair or overhaul activities; these are generally represented
by Make processes. The physical disposition of the product may not be part of the return process.
Hierarchy
sSR2.1 Identify MRO Product Condition
sSR2.3 Request MRO Return Authorization
sSR2.4 Schedule MRO Shipment
Metrics

2.5.15

Workflow
2.5.16

The process where the customer utilizes pre-determined MRO policies, business rules and product
operating conditions as criteria to identify and confirm that an item requires maintenance, repair,
overhaul or disposal. Includes operating failures and planned maintenance requirements.
Metrics
AM.3.42 Percentage Unserviceable MRO Inventory in Identification
Practices

People

HS.0148 Technical Manual Reading
HS.0149 Test Stand Operations
Workflow
Business Rules for Return

sE1.5 Processes
sSR2.1 Returned MRO Product sSR2.2
MRO Part/Component/
sE5.5 Product
2.5.17

The process of the customer determining whether to service the item, what service is required, and
who the appropriate service provider would be to service the item. Outputs include a decision to: (1)
send a return authorization request to a service provider, (2) send the product back into service
without requiring a return authorization request, or (3) discard the item.
Metrics
RL.3.6 % Identified MRO Products Returned To Service

AM.3.39 Percentage Unserviceable MRO Inventory in Disposition
Practices

People

HS.0046 ERP Systems
HS.0122 Reverse Logistics
Workflow
2.5.18

The process of a customer requesting and obtaining authorization, from a service provider, for the
return of an MRO product. In addition to discussing the MRO issue, the customer and service
provider would discuss enabling conditions such as return replacement or credit, packaging,
handling, transportation and import / export requirements to facilitate the efficient return of the MRO
product to the service provider. The customer may need to go through several return authorization
iterations with multiple service providers before authorization is received.
Metrics
AM.3.41 Percentage Unserviceable MRO Inventory in Return Authorization
Practices

People

HS.0046 ERP Systems
Workflow
2.5.19

The process where the customer develops the schedule for a carrier to pick-up and deliver the MRO
product. Activities include selecting the carrier and rates, preparing the item for transfer, preparing
scheduling documentation and managing overall scheduling administration.
Metrics

AM.3.43 Percentage Unserviceable MRO Inventory in Scheduling
Practices

People

Workflow
2.5.20

The process where the customer packages, and handles the MRO product in preparation for
the carrier who physically transports the product and its associated documentation to the service
provider.
Metrics

AM.3.40 Percentage Unserviceable MRO Inventory in Transportation
Practices

People
HS.0046 ERP Systems

Workflow
2.5.21

The receipt of Maintenance, Repair and Overhaul (MRO) products or company assets for the
purpose of servicing, repairing or upgrading it, as defined by Maintenance Plans or the occurrence
or anticipation of risk of failure. Generally company assets managed through a MRO process are
expected to be refurbished to a useable condition and returned to service. The Return process does
not represent the actual maintenance, repair or overhaul activities; these are generally represented
by Make processes. The physical disposition of the product may not be part of the return process.
Hierarchy
sDR2.1 Authorize MRO Product Return
sDR2.2 Schedule MRO Return Receipt
sDR2.3 Receive MRO Product
sDR2.4 Transfer MRO Product
Metrics
RL.3.13 % of MRO returns delivered to the correct service provider

location RS.1.1 Order Fulfillment Cycle Time
Practices
2.5.22

Workflow
2.5.23

The process where a service provider receives an MRO product return authorization request from a
customer, determines if the item can be accepted for MRO and communicates their decision to the
customer. Accepting the request would include negotiating the conditions of the return with the
customer, including authorizing return replacement or credit. Rejecting the request would include
providing a reason for the rejection to the customer.
Metrics
RS.3.7 Authorize MRO Product Return Cycle Time
Practices

People

Workflow
2.5.24

The process where the service provider evaluates the MRO service requirements including
negotiated conditions and develops a schedule that tells the Customer when to ship the part. The
scheduling activity would also inform Receiving when to expect the shipment and where to send the
part, for induction or storage, upon receipt.
Metrics
RS.3.121 Schedule MRO Return Receipt Cycle Time
Practices
BP.112 Return Shipping Consolidation

People

Workflow
Return Schedule
Instructions sSR2.3
sDR2.1 Valid Returns Request sDR2.2
Return Schedule
Instructions sDR2.3
2.5.25

The process where the service provider receives and verifies the returned MRO item against the
return authorization and other documentation and prepares the item for transfer.
Metrics
RS.3.106 Receive MRO Product Cycle Time
Practices

People

HS.0110 Receiving
Workflow
2.5.26

The process where the service provider transfers the MRO product to the appropriate process to
implement the disposition decision.
Metrics
RS.3.138 Transfer MRO Product Cycle Time
Practices

People

Workflow
2.5.27

The return of excess or aging inventory or obsolete products as defined by the terms and conditions
of a customer/supplier contract. The intention of excess product returns is to reallocate inventory to a
location or organization that can sell the product that is considered in excess in the current location.
The physical disposition of the product may not be part of the return process.
Hierarchy
sSR3.1 Identify Excess Product Condition

sSR3.3 Request Excess Product Return Authorization
sSR3.4 Schedule Excess Product Shipment
Metrics
RL.3.10 % of Excess Product Returns Delivered Complete to the Designated Return

Center
RS.3.127 Source Return Cycle Time
AM.3.8 Average age of Excess Inventory
Practices

Workflow
sSR3.1 Returned Excess Product sSR3.2

Authorization to Return to
sP5.4 Return Plans
Service sD1.8
sSR3.2
sSR3.1 Returned Excess Product Authorization to Scrap sD1.8
2.5.28

2.5.29
The process where the customer utilizes planned policies, business rules and product inspection as
criteria to identify and confirm that material is in excess of the current requirements.
Metrics
RL.3.40 Number of occurrences where excessive inventory is returned and followed

AM.3.36 Percentage Excess Inventory in Identification
Practices

People

HS.0101 Production Planning
Workflow
sSR3.1 Returned Excess Product sSR3.2
2.5.30

The process of the customer determining whether to return the excess material and identification of
a designated return center a return authorization.
Metrics
RL.3.39 Number of occurrences of incorrect designated return center

AM.3.33 Percentage Excess Inventory in Disposition
Practices

People
Workflow
2.5.31

The process of a customer requesting and obtaining authorization, from the designated return
center, for the return of excess product. Additionally, the customer and designated return center
would negotiate enabling conditions such as return credit or cash discount, packaging, handling,
transportation and import / export requirements to facilitate the efficient return of the excess product.
Metrics
AM.3.35 Percentage Excess Inventory in Request Return Authorization
Practices

People

Workflow
2.5.32

The process where the customer develops the schedule for a carrier to pick-up the excess product.
Activities include selecting the carrier and rates, preparing the item for transfer, preparing scheduling
documentation and managing overall scheduling administration.
Metrics

AM.3.38 Percentage Excess Inventory in Scheduling
Practices

People
Workflow
2.5.33

The process where the customer packages, and handles the excess product in preparation for
the carrier who physically transports the product and its associated documentation to the last known
holder or designated return center.
Metrics

AM.3.34 Percentage Excess Inventory in Transportation
Practices

People
HS.0046 ERP Systems

Workflow
2.5.34

The receipt of excess or aging inventory or obsolete products as defined by the terms and conditions
of a customer/supplier contract. The intention of excess product returns is to reallocate inventory to a
location or organization that can sell the product that is considered in excess in the current location.
The physical disposition of the product may not be part of the return process.
Hierarchy

sDR3.2 Schedule Excess Return Receipt
sDR3.3 Receive Excess Product
sDR3.4 Transfer Excess Product
Metrics

Center
AM.3.25 Return for Recycle Rate
Practices

2.5.35

Workflow
2.5.36

The process where the designated return center receives an excess product return authorization
request from a customer, determines if the item can be accepted and communicates their decision to
the customer. Accepting the request would include negotiating the conditions of the return with the
customer, including authorizing credit or cash discount. Rejecting the request would include providing
a reason for the rejection to the customer.
Metrics
RS.3.6 Authorize Excess Product Return Cycle Time

Practices

People

Workflow
2.5.37
The process where the l designated return center evaluates an authorized excess material return to
determine packaging and handling requirements. This assessment will lead to the development of a
return disposition decision and a return schedule with terms and conditions that will tell the Customer
how and when to ship the product. The scheduling activity would also inform the Return Centers
Receiving department when to expect the shipment and where to send the product, for disposition,
upon receipt.
Metrics
RS.3.119 Schedule Excess Return Receipt Cycle Time
Practices

People

Workflow
Return Schedule
Instructions sSR3.3
Return Product
sDR3.1 Authorization sDR3.2
Return Schedule
Instructions sDR3.3
2.5.38

The process where the designated return center receives and verifies the returned excess product
and associated documentation against the return authorization and other documentation and
prepares the item for transfer. Administrate any discrepancies that arise.
Metrics
RS.3.105 Receive Excess Product Cycle Time
Practices

People

Workflow
2.5.39

The process where the designated return center transfers the excess product to the appropriate
process to implement the disposition decision.
Metrics
RS.3.137 Transfer Excess Product Cycle Time
Practices

People
Workflow
2.5.40

Enable
sE Enable
The processes associated with establishing, maintaining and monitoring information, relationships,
resources, assets, business rules, compliance and contracts required to operate the supply chain.
Enable processes support the realization and governance of the planning and execution
processes of supply chains.
Enable processes interact with processes in other domains (for example: Financial processes, HR
(Human Resource) processes, I(C)T (Information, Communication & Technology) processes,
facilities management processes, product & portfolio management processes, product and process
design processes and sales and support processes).
Hierarchy

Metrics

2.6.1

The process of establishing, documenting, communicating and publishing supply chain business
rules. A business rule is a statement or parameter that defines or constrains some aspect of the
business and is generally used in decision making. Business rules are intended to influence the
outcomes of operating the supply chain. Business rules can apply to people, processes, corporate
behavior and computing systems in an organization, and are put in place to help the organization
achieve its goals.
An example business rule may state "no returns accepted without a return authorization". Types of
supply chain business rules include:
Performance goals
Planning rules such as frequency, horizon and level of plans, planning BOMs
Sourcing rules such as approved suppliers, blacklisted suppliers
Manufacturing BOMs, equipment maintenance rules
Approved transportation, warehousing and 3PL service providers, equipment calibration rules
Product return policies, defective product disposition rules, refund/replacement rules
Note: sE1 Manage Business Rules generally does not develop policies, it translates policies into
business rules applied to supply chain processes.
Hierarchy
sE1.1 Gather Business Rule Requirements

sE1.2 Interpret Business Rule Requirement
sE1.3 Document Business Rule
sE1.4 Communicate Business Rule
sE1.5 Release/Publish Business Rule
sE1.6 Retire Business Rule
Metrics
RS.3.54 Manage Business Rules for PLAN Processes Cycle Time

RS.3.55 Manage Business Rules for Return Processes Cycle Time
RS.3.57 Manage Deliver Business Rules Cycle Time
RS.3.79 Manage Production Rules Cycle Time
RS.3.86 Manage Sourcing Business Rules Cycle Time
CO.3.004 Planning GRC and Overhead Cost CO.3.008
Sourcing GRC, Inventory and Overhead Cost
Practices
BP.023 Business Rule Management
2.6.2


BP.166 Document Management System
People
HS.0025 Business Rule/Policy Management

2.6.3

Workflow
2.6.4

The process of collecting, organizing, prioritizing and scheduling policies and directives requiring
new supply chain business rules, changes to business rules or discontinuation of business rules.
This may include scheduling and assigning activities to responsible individuals, groups or
organizations.
Practices

BP.175 Workflow Automation
People

Workflow
2.6.5

The process of determining how the policy or directive impacts supply chain processes, technology
and business rules. This includes reviewing existing business rules and determining the need to add,
change or delete business rules. The outcome is one or more of the following:
Request to Add a Business Rule
Request to Change a Business Rule
Request to Delete or Archive a Business Rule
The purpose of this step is to identify the type of activities required and routing the request if
required.
Practices
People

Workflow
2.6.6

The process of writing the business rule in the appropriate system of record. This includes adding,
editing and deleting policy and process documentation. A business rule includes a directive or policy,
scope and effective date. Updates to existing business rules may include discontinuation
information.
The final activity of Document Business Rule is obtaining formal approval. The output of this process
step is a fully documented business rule that is signed off by the responsible function.
Practices

People

HS.0055 International Trade
HS.0150 Total Quality Management (TQM)
Workflow
2.6.7

The process of creating awareness in the relevant organization and/or staff of the upcoming
changes. This may include communications, training and education programs. For small or
incremental changes a notice maybe sufficient.
Practices

Workflow
Approved Business Rule sE1.5

sE1.3 Approved Business Rule sE1.4
Rule Replacement
Notification ion sE1.6
2.6.8

The process of activating the business rule. Business rules release may be time-phased --e.g. Bill of
Materials release for newer revisions. This may include activation of a business rule in a software
algorithm and starting to use a new or updated standard operating procedure. For large impact
business rule changes this may include updating external websites, formal announcements, etc.
Practices

Workflow
2.6.9

The process of de-activating the business rule. Business rules retirement may be time-phased --e.g.
Bill of Materials replaced by newer revisions. This may include archiving the business rule in the
associated software to avoid users from inadvertently using it or in order to comply to regulatory
requirements or policies.
Practices

Workflow
Archive Business Rule

sE8.6 Request
sE1.6
Rule Replacement
sE1.4 Notification
2.6.10

The process of reporting performance, identifying gaps in performance, performing root cause
analysis, and developing and launching corrective actions to close gaps in performance. This
process describes all versions of managing supply chain performance. Example processes include:
Inventory Cycle Counting
Inventory reduction projects
Order cycle time reduction efforts
Production and process quality improvement programs
Supplier performance assessments
Note: It is common for organizations to have multiple versions of this process in place, in different
parts of the organization. At level-3 and 4, these processes may differ significantly depending on the
objectives of each of these manage performance processes.
Hierarchy
sE2.1 Initiate Reporting

sE2.2 Analyze Reports
sE2.3 Find Root Causes
sE2.4 Prioritize Root Causes
sE2.5 Develop Corrective Actions
sE2.6 Approve & Launch
Metrics
RS.3.2 Assess Delivery Performance Cycle Time

RS.3.3 Assess Supplier Performance Cycle Time
RS.3.65 Manage Integrated Supply Chain Inventory Cycle Time
RS.3.70 Manage Performance of Return Processes Cycle Time
RS.3.71 Manage Performance of Supply Chain Cycle Time
RS.3.78 Manage Production Performance Cycle Time
CO.3.027 Fulfillment GRC, Inventory and Overhead
Practices

BP.080 Performance Management
BP.082 Continuous Improvement
2.6.11
BP.084 Inventory Cycle Counting

BP.083 Project Management
BP.103 Customer Data Line Of Responsibility
BP.151 Real time Package Tracking
BP.155 Standard Operating Procedures
BP.157 Just In Time Production
BP.160 Lean
BP.074 Process/Metrics Alignment
People

HS.0072 Performance Management
HS.0133 Six Sigma
HS.0142 Supply Chain Performance Measurements
2.6.12

Workflow
2.6.13

The process of scheduling, running reports, collecting and aggregating performance data. This
includes running standard (pre-defined) reports as well as adhoc reporting. Ad hoc reporting
includes developing a data collection plan and organizing data collection through:
Inspections
Measurement (e.g. stopwatch to measure duration of activities)
Sampling
Self-assessments (e.g. Baldridge Self-Assessment)
Note: Today reports may be delivered (pushed) to the user by electronic media. This process step
represents the delivery of reports to the user in such scenarios.
People
Workflow
2.6.14

The process of reviewing the reported performance. This includes comparing actual performance
and trends to targets set for each metric. Identify metrics that require root cause analysis and
notification/scheduling of process owners or 'root cause analysis' resources.
People

Workflow
2.6.15

The process of analyzing the gaps in performance. Example root cause finding methods and
techniques include:
Adding commentary to reported data
Metrics decomposition using diagnostic relationships of (SCOR) metrics
Time studies, sampling, audits, cycle counting
5-Whys/Cause & Effect analysis
Statistical Analysis Techniques: e.g. Histogram, Scatter Plots, ANOVA
All root causes are documented and quantified. Quantification is the calculation or estimation of the
relative contribution to the gap in performance.
People
Workflow
Analysis Data/Access
Requirements sE3.1
sE2.2 Detailed Performance Gap sE2.3
Root Cause sE2.4
2.6.16

The process of sorting root causes by relative contribution and prioritizing root causes. This includes
assigning root causes to resources and scheduling development of corrective actions.
People
Workflow
Performance Root Causes sE6.4

sE2.3 Root Cause sE2.4
Prioritized Root Cause sE2.5
2.6.17

The process of identifying, documenting and testing corrective actions to address the root cause in
order to close the performance gap. Corrections actions include:
Organizational changes (hiring, redeployment)
Policy changes (business rules)
Process improvements (work instructions, training)
Production equipment repairs/calibration
Supply chain network reconfiguration
Software algorithm changes (e.g. planning or scheduling logic)
Technology introduction (new equipment, tools, software)
Note: This list of corrective actions is a general characterization for example purposes only. Different
root causes may require different corrective actions.
People
Workflow
2.6.18

The process of obtaining approvals, prioritizing, communicating and launching the corrective
actions.
People
Workflow
sE2.5 Corrective Action sE2.6 Reporting Requirements sE2.1
2.6.19

The process of collecting, maintaining and publishing data and information required to plan, operate,
measure and manage the supply chain.
Examples of data elements include:
Customer information - addresses, payment methods, customer pricing (pricelists), delivery
methods
Supplier information - addresses, whitelists, blacklists
Product/service information - specifications, pricing,
Network information - modal data, shipping lanes, routing,
Process configuration information - planning parameters, planning BOMs, business rules
Activities include adding, changing and deleting (archiving) information, maintaining user access
(grant, revoke) and maintaining availability of the information (activate/deactivate).
Notes: Alternative name: Master Data Management (e.g. Vendor Data Management, Product Master
Data Management)
Hierarchy
sE3.1 Receive Maintenance Request

sE3.2 Determine/Scope Work
sE3.3 Maintain Content/Code
sE3.4 Maintain Access
sE3.5 Publish Information
sE3.6 Verify Information
Metrics
RS.3.53 Maintain Source Data Cycle Time

RS.3.59 Manage Deliver Information Cycle Time
RS.3.68 Manage MAKE Information Cycle Time
RS.3.72 Manage PLAN Data Collection Cycle Time
RS.3.81 Manage Return Data Collection Cycle Time
Practices

BP.012 Lot Tracking
2.6.20


BP.160 Lean
People

HS.0046 ERP Systems
2.6.21

Workflow
2.6.22

sE3.1 Receive Maintenance Request
The process of receiving, validating and logging the request for information, configuration or system
functionality maintenance. Maintenance request types:
Add data - creation of new record/document (includes duplicating existing records/documents)
Change data - modification of an existing record/document
Delete data - deletion of an existing record (includes archiving and un-publishing
existing records/documents)
Change configuration (includes creating and maintaining user access)
Add code - (includes installing software updates and security updates)
Change code (modification of software code)
Delete code
This process may include assigning a ticket, tracking or order number and routing the request to the
appropriate resource.
Workflow
2.6.23

sE3.2 Determine/Scope Work
The activities associated with determining the activities required to perform the requested
maintenance. The requestor may be contacted for additional information. Complex requests may be
setup as projects with appropriate work breakdown structure, milestones, acceptance criteria and
deliverable schedules. This process may include routing the request to the appropriate resource.
Workflow
2.6.24

sE3.3 Maintain Content/Code
The process of formatting, entering, loading, editing or deleting the information, software updates
and code changes requested. This includes verification of changes as needed (unit and integration
testing). Typical changes included are:
Data record maintenance (such as bills-of-materials, shipping routes)
Configuration (system parameter) changes (such as activating and disabling system
functionality)
Loading/installing software updates (e.g. code changes from vendors or development groups)
Loading/installing security updates
This process is not a placeholder for complex software engineering processes. Such processes
would lay outside of the SCOR process framework.
People
HS.0046 ERP Systems
Workflow
Access Rights Change

sE3.2 Configuration Change
Request sE3.4
sE3.3
Contract Maintenance
sE3.2 Data Record Change
Complete Notification sE6.2
2.6.25

sE3.4 Maintain Access
The process of establishing, changing or removing access rights for users.
Workflow

sE3.2 Request
sE3.4 Completed Rights Change sE3.5
sE3.3 Request
2.6.26

sE3.5 Publish Information
The process of activating the changes to information, configuration and/or code and populating the
information to dependent systems, where applicable. For data record maintenance this is the
activation of the new data and populating dependent systems with the new data. For example
activating a bill-of-materials (BOM) in the system-of-record* and populating the BOM to dependent
systems that require a copy of this data. This process may be manual, automated or a combination.
*system-of-record = the information storage system, which is the authoritative data source for a
given data element or piece of information.
Workflow
2.6.27

sE3.6 Verify Information
The process of verifying the information is properly recorded in the system of record and populated
to dependent systems. This includes verifying information is accessible to users.
Workflow
sE3.5 Completed Maintenance

Request sE3.6
2.6.28

The process of developing, governing and maintaining an organization of permanent, temporary and
outsourced staff, with the right qualifications, in support of the business objects and supply chain
goals. This includes identifying required and available skills in the organization, determining gaps in
skills and competency levels, identifying training needs, resource gaps and excess resources.
Note: This is a planning process to ensure staff (capacity) is available at the right levels. The actual
training, hiring and redeployment is not part of this process as those are HR processes.
Hierarchy
sE4.1 Identify Skills/Resource Requirement

sE4.2 Identify Available Skills/Resources
sE4.3 Match Skills/Resources
sE4.4 Determine Hiring/Redeployment
sE4.5 Determine Training/Education
sE4.6 Approve, Prioritize and Launch
Metrics

Practices

BP.113 Cross Functional Teams
People

HS.0085 Outsourcing
2.6.29

Workflow
2.6.30

sE4.1 Identify Skills/Resource Requirement
The activities associated with the collection of the required skills to operate (part of) the supply
chain. Examples of this process are planning meetings, periodic performance reviews,
reorganizations. The data collected should list the required skills and/or number of resources and is
generally organized by entity (supply chain node, department, function or a combination of these).
Workflow
2.6.31

sE4.2 Identify Available Skills/Resources
The activities associated with the collection of skills/resources currently available in the supply chain.
Generally this information is collected and organized by entity (supply chain node, department,
function or a combination of these). Examples of this process include data collection for standard
headcount reports, but should include temporary staff and outsourced resources.
Workflow
sE4.3 Request for Skills/Resource List of Available Skills/ sE4.3

Data sE4.2 Resources
2.6.32

sE4.3 Match Skills/Resources
The activities associated with the matching of skills or resource demand with the available skills/
resources. The purpose of this process is to determine which skill/resource requirements (demand)
can be met using existing resources, determine which skill/resource requirements are not supported
by current available skills/resources (gap) and determine the skills/resources for which no demand
exists (excess).
For each skill/resource gap or excess, one or more actions need to be identified to close the gap or
address the excess:
Training/Cross-training (add skills to existing resources)
Hiring (add resources with existing skills)
Redeployment (moving staff to different organizations or layoff)
It is important to consider the lead-time of these actions, scarce skills may have longer lead-times for
example. Hiring includes temporary workers and all types of outsourced staff.
Workflow
2.6.33

sE4.4 Determine Hiring/Redeployment
The activities associated with identification of sources of new hires or sources/destinations for
redeployment. The purpose of this process step includes assessing the feasibility of hiring the
required skills/resources within the required time period, assessing the feasibility of redeploying the
excess employees (resources) and assessing the feasibility and impact of possible layoff of
employees.
Note: At this stage this is a planning activity. The actual hiring process is not documented in SCOR
as this is a Human Resources Management (HR) process. Employee in this context includes
temporary workers and employees of service providers.
Workflow
Other Budget - Salaries Hiring Plan sE4.3

sE4.4
sE4.3 Skills/Resource Gap Redeployment Plan sE4.3
2.6.34

sE4.5 Determine Training/Education
The activities associated with the identification of training and education programs to ensure existing
(and newly hired) employees will have the appropriate skills to perform the work allocated to each
individual employee. Employee in this definition may include temporary workers and employees of
service providers.
Workflow
Other Budget - Training

sE4.5 Training Plan sE4.3
sE4.3 Skills/Resource Gap
2.6.35

sE4.6 Approve, Prioritize and Launch
The activities associated with obtaining approvals for hiring, redeployment, training and education
plans, prioritizing and executing these plans. Additional resources and skills will become available
over time, adjusting the labor component of capacity in Plan, Source, Make, Deliver, Return and/or
Enable processes.
Workflow
2.6.36

The process of scheduling, maintaining and dispositioning of supply chain assets that operate supply
chain processes. This includes repair, alteration, calibration and other miscellaneous items to
maintain production capabilities.
Discussion: This is more of a scheduling process to ensure assets (capacity) is available at the right
levels at the right time. The actual maintenance, etc. processes are described using standard SCOR
processes. For example: The process to perform routine maintenance on a truck is described using
Return MRO and/or Make processes.
Hierarchy
sE5.1 Schedule Asset Management Activities

sE5.3 Inspect and Troubleshoot
sE5.5 Clean, Maintain and Repair
sE5.6 Decommission and Dispose
Metrics

RS.3.64 Manage Integrated Supply Chain Capital Assets Cycle Time
Practices
BP.104 Facility Master Planning

BP.106 Predictive Maintenance
BP.133 Total Preventative Maintenance Program
People

2.6.37

HS.0043 Engineering
HS.0085 Outsourcing
Workflow
2.6.38

2.6.39

The activities associated with receiving maintenance requests, receiving repair/replacement/

installation requests, maintaining preventive/regular maintenance tasks, scheduling individual
maintenance tasks and assigning resources to individual maintenance tasks. Scheduling may
include incorporating production and delivery plans and schedules and communication of
maintenance schedules to production and delivery planning and scheduling processes.
Metrics
RS.3.56 Manage Capital Assets Cycle Time

RS.3.58 Manage Deliver Capital Assets Cycle Time
RS.3.67 Manage MAKE Equipment and Facilities Cycle Time
RS.3.80 Manage Return Capital Assets Cycle Time
Practices

People

HS.0043 Engineering
2.6.40

Workflow
2.6.41

The activities associated with the preparation of the maintenance tasks. In general terms this means
the asset or equipment needs to be stopped or put into maintenance mode. Safety precautions need
to be made to ensure the equipment cannot be restarted during maintenance without active approval
of the maintenance operators/engineers. This may include installing safety barriers, transporting the
asset/equipment to a location where the maintenance will take place, removing deposits/materials
from production equipment (cleaning), unloading transportation equipment and backing up data from
the equipment and associated automation systems.
Metrics

People
HS.0043 Engineering
Workflow
Work Order sE5.3

sE5.1 Work Order sE5.2
Work Order Status sE5.1
2.6.42

The activities associated with assessing the overall status of the equipment, performing standard
inspection and detailed troubleshooting if required. This includes identification of repairs, upgrades
and maintenance tasks in order to bring the asset/equipment in optimal or acceptable working
condition. This process may be the identification of readiness for installing new hardware or software
and preparing (documenting) the steps of decommissioning and dispositioning for equipment/assets
installation or de-installation and disposal.
Metrics

People
HS.0043 Engineering
Workflow
2.6.43

The activities associated with the installation of new hardware, software or functionality (equipment/
assets). This includes installation and initial testing of the new hardware, software or functionality.
The general purpose of installation is to increase capacity or add/improve capabilities.
Note: This process step may trigger a separate supply chain (depending on the scale of the
installation) building and installing new supply chain assets.
Metrics

People
HS.0043 Engineering
Workflow
sE5.7 Identified Failure/Correction Work Order sE5.7

sE5.4
sE5.3 Work Order Work Order Status sE5.1
2.6.44

The activities associated with the cleaning, replacement of parts, reconditioning of the equipment/
asset. (The general purpose of this process step is to bring the equipment/asset back in optimal/
acceptable operating condition). This may include measuring and testing of the equipment.
Note: This is a Make process for the function performing the maintenance/repair activities.
Metrics

People
HS.0043 Engineering
Workflow
2.6.45

The activities associated with the de-installation and disposal of existing hardware, software or
functionality (equipment/assets). This includes physical removal from the original point of use. The
general purpose of installation is to replace capacity or remove outdated capabilities.
People
HS.0043 Engineering
Workflow
sE5.3 Work Order sE5.6 Work Order Status sE5.1
2.6.46

The activities associated with the inspection of the maintenance work performed. This may include
performing test runs to assess whether new capacity or functionality is meeting expectations. This
includes documentation of any inspection data, recording any inspection errors and obtaining
approvals. The purpose of Inspect Maintenance is to verify the effectiveness/success of the
maintenance activities.
Metrics

People
HS.0043 Engineering
Workflow
2.6.47

The activities associated with completion of the maintenance work and preparing the equipment/
asset to be brought 'on-line'. The general purpose of this process step is to make the asset available
for 'production' (add to capacity). This includes closing work orders and receiving and approving
payment of invoices for work performed by external resources. Upon completion of this process step
the asset is expected to be in full working condition.
Metrics

People
HS.0043 Engineering
Workflow
Completed Work Order sE7.8

sE5.7 Work Order sE5.8
Work Order Status sE5.1
2.6.48

The management and communication of contractual agreements in support of business objectives

and supply chain goals. This includes all contractual agreements related to supply chain operations,
including: material acquisitions, contracts for services such as maintenance, temporary staff, IT
services, transportation and lease of buildings and equipment, contract manufacturing, logistics
service providers and customer contracts.
Notes: This covers former sES.10 and parts of sES.6, sEM.6, sED.6, sER.6. The identification and
selection of suppliers and contract negotiations reside in DCOR processes (and partially in sS3).
Customer pursuit and closing customer contracts reside in CCOR processes.
Hierarchy
sE6.1 Receive Contract/Contract Updates

sE6.2 Enter and Distribute Contract
sE6.3 Activate/Archive Contract
sE6.4 Review Contractual Performance
sE6.5 Identify Performance Issues/Opportunities
sE6.6 Identify Resolutions/Improvements
sE6.7 Select, Prioritize and Distribute Resolutions
Metrics

RS.3.87 Manage Supplier Agreements Cycle Time
Practices

BP.160 Lean
2.6.49

People

HS.0032 Customer/Supplier Communication
HS.0085 Outsourcing
HS.0094 Procurement
2.6.50

Workflow
2.6.51

sE6.1 Receive Contract/Contract Updates
The activities associated with receiving new contracts or changes to existing contracts. These
contract updates may originate in Sales & Support processes (customer contracts) or in Product and
Process Design processes (for material supplier or services providers such as transportation
services, equipment maintenance services, IT services). This includes validation of contracts against
criteria (business rules). A contract needs to include information such as effective date and duration,
customer or supplier address and payment terms and may not be in conflict with business rules (and
regulatory requirements).
Workflow
2.6.52

The activities associated with entering contractual information in document management systems
and ERP systems. This includes the 'translation' of contractual language/information into a format
that the system can comprehend. A final step in this process is to distribute the contract or updates
to an existing contract to the appropriate processes/functions.
Practices
Workflow
Contract Maintenance
sE3.3 Complete Notification
Contract Data Maintenance
sE6.2 Request sE3.1
Validated Contract/Contract
sE6.1 Changes
2.6.53

The activities associated with activation or de-activation and archiving the contract. This may include
updating statuses of information in document management systems or ERP systems. This activity
may be triggered and performed by the document management system or ERP system based on
parameters entered as part of sE6.2 Enter and Distribute Contract.
Practices
Workflow
sE6.1 Contract Activation Request

Contract Activation/De-
sE6.3 activation Trigger sE3.5
sE6.1 Contract Archiving Request
2.6.54

The activities associated with reviewing the performance of contractual parties (both supplier and
customer). This includes comparing the contractual service level agreements with the actual service
levels. This process may be triggered by a calendar event - such as annual or quarterly quality
reviews or actual performance issues identified in daily supply chain processes.
Practices
Workflow
sE2.4 Performance Root Causes Areas of Concern sE6.5

sE6.4
Supplier Performance
sE2.1 Reports Areas of Opportunity sE6.5
2.6.55

sE6.5 Identify Performance Issues/Opportunities
The activities associated with identifying and prioritization of key performance issues or areas of
ongoing process improvement. This includes notifying contractual partners of non-conformance to
contractual agreements or agreed service level agreements. This process addresses both the non-
compliance issues (severe) as well as areas of continuous improvement (non-severe, common
interest).
Workflow
sE6.4 Areas of Concern Improvement Opportunity sE6.6

sE6.5
sE6.4 Areas of Opportunity Non-conformance Issue sE6.6
2.6.56

sE6.6 Identify Resolutions/Improvements
The activities associated with identifying ways to address the non-compliance or how to implement
performance improvements. For non-compliance this process may have one or a combination of
outcomes:
Terminate the contract
Pay/Collect Penalties
Update contract (service levels, quality levels, terms and conditions)
Continue as-is (internal process, policy or business rule changes)
Litigation or mediation may be considered in this process. Litigation or mediation is not part of supply
chain processes.
Workflow
sE6.5 Improvement Opportunity Improvements sE6.7

sE6.6
sE6.5 Non-conformance Issue Resolutions sE6.7
2.6.57

sE6.7 Select, Prioritize and Distribute Resolutions
The activities associated with selecting, obtaining approvals and prioritizing the appropriate issue
resolution and distributing the resolution to the appropriate processes/functions.
Litigation or mediation may be the result of decisions made in this process. Litigation or mediation is
not part of supply chain processes.
Workflow
2.6.58

The process of developing, governing and maintaining a network of supply chain assets (locations,
plants, buildings, equipment, people and processes) that support the planning, sourcing, making,
delivery and returning of products and services in support of the business objectives and supply
chain goals.
Hierarchy
sE7.1 Select Scope and Organization

sE7.2 Gather Input and Data
sE7.3 Develop Scenarios
sE7.4 Model/Simulate Scenarios
sE7.5 Project Impact
sE7.6 Select and Approve
sE7.7 Develop Change Program
sE7.8 Launch Change Program
Metrics

RS.3.66 Manage Integrated Supply Chain Transportation Cycle Time
RS.3.74 Manage Planning Configuration Cycle Time
RS.3.77 Manage Production Network Cycle Time
RS.3.83 Manage Return Network Configuration Cycle Time
RS.3.85 Manage Return Transportation Cycle Time
RS.3.88 Manage Supplier Network Cycle Time
RS.3.89 Manage Transportation (WIP) Cycle Time
RS.3.90 Manage Transportation Cycle Time
Practices

2.6.59

BP.160 Lean
People

HS.0085 Outsourcing
HS.0141 Supply Chain Management
2.6.60

Manage Supply Chain Network
sE7
Workflow
2.6.61

sE7.1 Select Scope and Organization
The activities associated with determining what part of the supply chain network will be assessed
(the scope). Organizations that manage the supply chain network as a project structure will need to
establish a project organization. Organization selection includes identification and securing
availability of sponsor, stakeholders and data/information providers as well as selecting project team
members.
Workflow
2.6.62

The activities associated with identification of the objective of the supply chain ('what strategy does
the supply chain need to support') and collection of data required to describe (model) the supply
chain at the required level. Data collected includes: facilities costs, capacity and locations,
transportation cost, capacity and lead times, customer volumes, order frequency and size and
customer locations.
People

Workflow
sE7.1 Project Charter sE7.2 Project Charter sE7.3
2.6.63

The activities associated with the development of scenarios (what-if) in support of different strategies
and projections. Scenarios may be developed for different detailed strategies, requirements and
potential internal/external changes. Activities include management interview, external transportation
and warehousing studies. Initial review of developed scenarios may result in rejection of the scenario
or proceeding to simulation.
People
HS.0085 Outsourcing
Workflow
sE7.2 Project Charter sE7.3 Defined What-if Scenario sE7.4
2.6.64

The activities associated with the development of models and/or simulation models to run 'what-if'
scenarios through a validation process. Simulation models may use automation, but conference
room pilots or walk-throughs may also serve this purpose. The purpose of simulation is to validate
feasibility of each scenario and find possible network/process design flaws. Automated simulation
tools may also predict the performance of the new network/processes by simulating the processing
of large numbers of orders.
People
Workflow
sE7.3 Defined What-if Scenario sE7.4 Tested What-if Scenario sE7.5
2.6.65

The activities associated with estimating the effort, risks, results of implementing the scenario. Effort
includes the estimating the risks and duration and the funding, staffing and skills required for
implementing the scenario. Risks includes estimating the impact on the Value-at-Risk for the supply
chain. Results includes determining the changes to the performance of the supply chain on all
relevant metrics.
People
HS.0003 Accounting
HS.0126 Risk Identification
HS.0127 Risk Mitigation
Workflow
sE7.4 Documented Change sE7.6

Tested What-if Scenario sE7.5 Proposals
2.6.66

sE7.6 Select and Approve
The activities associated with recommending and obtaining approvals for proposed supply chain
network/configuration changes. This includes reviewing the 'what-if' scenarios and impact/benefit
results with key stakeholders. The objective of this process is to identify the optimal solution and
present this recommendation to sponsor and stakeholders and obtain approval to develop network
change program.
Workflow
sE7.5 Documented Change Proposed & Approved sE7.7

Proposals sE7.6 Changes
2.6.67

sE7.7 Develop Change Program
The activities associated with developing the roadmap for change. This includes identifying the steps
(or projects) required to implement changes to facilities, contracted parties, staffing, automation and
process. Specific changes are assigned to unique owners. This includes reviewing the specific
change/projects with key stakeholders. The objective of this process is to obtain approval to launch
change projects.
Workflow
sE7.6 Proposed & Approved sE7.8

Changes sE7.7 Defined Change Projects
2.6.68

The activities associated with coordinating, starting and monitoring the individual change projects.
This includes support the establishment of change projects, coordinate launch dates and
communicate reporting requirements. Steps may include archiving the supply chain network/
configuration project documentation for future reference and dissolving the project team. Dissolving
the project team requires transfer of responsibilities to monitor progress to appropriate organizations.
People
Workflow
2.6.69

The process of identifying, collecting, assessing and integrating regulatory compliance requirements
in standard supply chain processes, policies and business rules.
Regulatory Compliance is the term generally used to describe the policies and processes which
organizations have in place to ensure that they comply with laws, rules and regulations put in place
by external bodies (government) which control activity in a given jurisdiction. A key component of
Regulatory Compliance is establishing policies, business rules and processes to ensure legislative
and regulatory compliance requirements are met. This includes ensuring personnel are aware of and
take steps to comply with relevant laws and regulations and data or records retention used for
compliance validation. Examples include: C-TPAT, Hazardous Materials, Import/Export, Labor,
Licensing, Taxes. Note: These are examples, SCOR does not (attempt to) provide a complete list.
Hierarchy
sE8.1 Monitor Regulatory Entities

sE8.2 Assess Regulatory Publications
sE8.3 Identify Regulatory Deficiencies
sE8.4 Define Remediation
sE8.5 Verify/Obtain License
sE8.6 Publish Remediation
Metrics
RS.3.61 Manage Import/Export Requirements Cycle Time

Practices
People

2.6.70


Workflow
2.6.71

sE8.1 Monitor Regulatory Entities
The activities associated with identification regulatory publications, subscribing to publications,

receiving and registering publications of relevant regulatory entities (e.g. government agencies).
Workflow
New Regulation sE8.2

Publication by Regulatory
Other Entity sE8.1
Regulatory Update sE8.2
2.6.72

sE8.2 Assess Regulatory Publications
The activities associated with reading, interpreting and researching policies, laws, rules and
regulations. This includes determining if and how these regulatory requirements apply to the supply
chain.
Workflow
sE8.1 New Regulation

Applicable Regulatory
sE8.2 Change sE8.3
sE8.1 Regulatory Update
2.6.73

sE8.3 Identify Regulatory Deficiencies
The activities associated with identification of past, current and future regulatory requirements that
are not or cannot be met using existing processes, business rules and policies. This includes
notification of deficiency status to impacted organizations.
Workflow
Applicable Regulatory
sE8.2 Change
sE8.3 Prioritized Deficiency sE8.4
Other Notice of Non-Compliance
2.6.74

sE8.4 Define Remediation
The activities associated with identification remediation alternatives, selecting and documenting
processes, policies and business rules and setting documentation requirements to remediate a
deficiency.
Workflow
sE8.3 Prioritized Deficiency sE8.4 Regulatory Directives sE1.1
2.6.75

sE8.5 Verify/Obtain License
The activities associated with verification of the remediation strategy with controlling entities and/or
obtaining a license certifying compliance by the controlling entity.
Workflow
2.6.76

sE8.6 Publish Remediation
The activities associated with approving and implementing changes to processes, policies and
business rules. This may include distributing certification documentation to relevant organizations in
the supply chain.
Workflow
Archive Business Rule

Request sE1.6
sE8.5 Approved Remediation sE8.6
Publish Business Rule
Request sE1.5
2.6.77

The process of identification and assessment of potential disruptions (risks) in the supply chain and
developing a plan to mitigate these threats to operating the supply chain. Supply chain risks include:
Disruptions in demand - e.g. customers going out of business
Disruptions in supply - e.g. suppliers going out of business, supplier quality/performance issues
Environmental disruptions - e.g. weather, flooding, earthquakes
Financial disruptions - e.g. availability of credit, investors
Fraud, theft and mismanagement - lack of risk mitigation
Labor disruption - e.g. employee strikes, availability of qualified staff
Terrorism and cyber attacks
Risk mitigation strategies include avoiding the risk, reducing the impact or probability of the risk,
transferring the risk to another party and accepting part of the risk. Example changes to the supply
chain network, process and resources include: insurance, relocation, dual/triple sourcing,
outsourcing, insourcing, offshoring, reshoring, security, supply chain redesign, process redesign,
business rule changes, contract renegotiation.
sE9 Manage Supply Chain Risk is closely aligned with section 5 of the ISO 31000 standard. ISO
31000 is a generic risk management standard across the enterprise, sE9 - Manage Supply Chain
Risk is the adaptation for supply chain risk management. Note: ISO 31000 section 5.6 Monitor and
Review is represented in SCOR as sE2 Manage Supply Chain Performance.
Hierarchy
sE9.1 Establish Context

sE9.2 Identify Risk Events
sE9.3 Quantify Risks
sE9.4 Evaluate Risks
sE9.5 Mitigate Risk
Metrics

2.6.78

Practices

People

HS.0128 Risk Response Planning
Workflow
2.6.79

The process of defining and documenting the objectives and scope (internal and external) for
managing risk. This includes developing/maintaining understanding of the internal and external
relationships, internal and external factors that influence the supply chain's ability to achieve its
objectives, and defining and maintaining a risk management organization -- stakeholders,
governance structure, procedures and schedule.
Metrics

Practices

People
Workflow
sE2.2 Value-At-Risk Reports sE9.1 Scope Documentation sE9.2
2.6.80

The process of identifying, collecting and documenting all potential risk events that may impact the
organization from meeting its goals. This includes identification of sources of risks, identification and
discovery of risk events.
This process generates a comprehensive list of all risks that may disrupt the supply chain, including
information which processes in the supply chain will be directly and indirectly impacted by the
occurrence of the risk event. A broad classification of risk types includes:
Disruptions in demand - e.g. customers going out of business
Disruptions in supply - e.g. suppliers going out of business, supplier quality/performance issues
Environmental disruptions - e.g. weather, flooding, earthquakes
Financial disruptions - e.g. availability of credit, investors
Fraud, theft and mismanagement - lack of risk mitigation
Labor disruption - e.g. employee strikes, availability of qualified staff
Terrorism and cyber attacks
The number of risks within these types may differ by industry.
Practices
People
Workflow
sE9.1 Scope Documentation sE9.2 Risk Events sE9.3
2.6.81

The process of collecting and documenting for each potential risk the causes, probability and
consequences. The standard metric for quantification of risk is Value at Risk (VaR):
VaR = Probability of Occurrence x Monetary Impact of Occurrence
This process generates a comprehensive list of the monetary impact for all risks that may disrupt the
supply chain. For certain types of risk events probability information may be available through
government agencies, insurance companies or research firms. The monetary impact is determined
based on the projected monetary impact for each supply chain for each risk event. For example:
For a single sourced material the supplier going out of business means the product
manufactured using this material cannot be produced until a new supplier has been identified,
qualified and integrated in the supply chain. The monetary impact would be the loss of the
projected revenue for these products during the qualification and integration process of a new
supplier.
For a dual sourced material one of the two suppliers going out of business means the product
manufactured using this material can only be produced for the percentage the remaining
supplier may be able to support until a new supplier has been identified, qualified and
integrated or until the remaining supplier can support 100% of the project revenue.
Different risk events may have different monetary impacts: reduction of revenue vs. increase of cost.
Metrics

People
Workflow
sE9.2 Risk Events sE9.3 Value at Risk by Event sE9.4
2.6.82

The process of prioritizing risk events by VaR and determining for each risk whether mitigation
actions are required or the risk is acceptable ('risk of doing business').
Practices

Workflow
sE9.3 Value at Risk by Event sE9.4 Prioritized Risks to Mitigate sE9.5
2.6.83

sE9.5 Mitigate Risk
The process of determining the actions required to eliminate, reduce or accept and monitor the risks
- creating, approving, communicating and launching the 'Risk Mitigation Plan'.
Practices
Workflow
2.6.84

Practices
Introduction to Practices
A practice is a unique way to configure a process or a set of processes. The uniqueness can be
related to the automation of the process, a technology applied in the process, special skills
applied to the process, a unique sequence for performing the process, or a unique method for
distributing and connecting processes between organizations. All practices have links to one or
more processes, one or more metrics and where available one or more skills.
Qualification of Practices
SCOR recognizes that several different types of practices exist within any organization:
Emerging practices
Best practices
Standard practices
Declining practices.
These practice categories go by other names as well. Whats important to understand is that
different practices have different performance expectations. The classification of a practice will
vary by industry. For some industries a practice may be standard, whereas the same practice
may be considered an emerging or best practice in another industry. The SCOR classification of
practices has been established based on input from practitioners and experts from a diverse
range of industries.
Emerging practices
Emerging practices introduce new technology, knowledge or radically different ways of organizing
processes. Emerging practices may yield a step change in performance by 'redefining the playing
field' within an industry. Emerging practices may not be easy to adopt because of proprietary
technology, or special knowledge may prevent wider adoption. Emerging practices generally have
not been proven in a wide variety of environments and industries.
Risk: High, Results: High.
Best practices
Best practices are 'current', 'structured' and 'repeatable' practices that have had a proven and
positive impact on supply chain performance.
Current: Not emerging, not outmoded.
Structured: Feature a clearly stated goal, scope, process, and procedure.
Proven: Demonstrated in a working environment, and linked to key metrics.
Repeatable: Proven in multiple organizations and industries.
SCOR best practices have been chosen by SCOR practitioners in diverse industries. It is
understood that not all best practices will yield the same results for all industries or supply chains.
Risk: Moderate, Results: Moderate.
3.0.1

Standard practices
Standard practices are how a wide range of companies have historically done business by default
or happenstance. These well-established practices do the job, but dont provide a significant cost
or competitive advantage over other practices (except over declining practices).
Risk: Low, Results: Low.
Declining practices
Declining practices represent ways of doing business, which can be widespread, that have proven
to result in poor supply chain performance as indicated by key metrics.
Risk: High, Results: Negative.
Classification of Practices
All practices in SCOR have been classified to simplify finding a practice. The table below shows
the classification categories for the SCOR practices. A practice may be linked to multiple
categories. For example: The Self-Invoicing practice is listed in Purchasing and Transportation
Management as the practice can be applied materials suppliers and transportation and other
service providers.
Categories
Business Process Analysis/Improvement Planning and Forecasting

Customer Support Product Lifecycle Management
Distribution Management Production Execution
Information/Data Management Purchasing/Procurement
Inventory Management Reverse Logistics
Material Handling Risk/Security Management
New Product Introduction Sustainable Supply Chain Management
Order Engineering (ETO) Transportation Management
Order Management Warehousing
People Management (Training)
The practices listed in SCOR are for identification purposes only. Further research and analysis
is generally required to fully understand how to implement a practice. For example: SCOR
recognizes S&OP as a practice and lists which processes and metrics may be impacted. For
detailed process and implementation design an organization will need to consult other sources --
such as books, case studies, seminars, and consultancies. Some practices may be registered by
other organizations. SCC does not claim ownership of these practices but merely recognizes
their relevance and value. All practices are copyright of their respective owners. Many practices
are in the common domain.
3.0.2

Practices by Classification
Business Process Analysis/Improvement
Automated Data Capture (ADC) BP.152

Business Rule Management BP.023
Business Rule Review BP.035
Continuous Improvement BP.082
Convergence of SCOR with Lean and Six Sigma BP.165
Electronic Returns Tracking BP.167
Enterprise Level Spend Analysis BP.161
Facility Master Planning BP.104
Generation of Dynamic Bills of Materials BP.119
Lean BP.160
Performance Management BP.080
Real time Package Tracking BP.151
Standard Operating Procedures BP.155
Supply Chain Optimization (SCO) BP.024
Supply Network Planning BP.016
Theory of Constraints BP.138
Customer Support
Customer Incentives / Promotions for Large Inventory Purchases BP.050

Expedite Outbound Customer Shipments BP.046
Inventory incentives / promotions for customers BP.048
Order Quotation System BP.114
Process/Metrics Alignment BP.074
Rotable Spares Pool BP.168
Distribution Management

Distributed Order Management BP.107
Distribution Planning BP.017
Lean BP.160
Logistics & Warehouse Planning BP.096
Manufacturing Direct/Drop Shipment BP.037
3.0.3

Information Management
3-Way Delivery Verification BP.148

3D Print / Rapid Prototyping BP.120
Bar coding/RFID BP.153
Business Rule Management BP.023
Business Rule Review BP.035
Customer Data Line Of Responsibility BP.103
Data Warehousing/Business Intelligence BP.099
Document Management System BP.166
Electronic Data Interchange (EDI) BP.159
Inventory Record Accuracy BP.030
Lot Tracking BP.012
Master Data Accuracy BP.062
Mobile Access of Information BP.098
Performance Management BP.080
Project Management BP.083
Real time Package Tracking BP.151
Transportation Management System BP.115
Workflow Automation BP.175
Inventory Management
Safety Stock Reduction BP.064

ABC Inventory Classification BP.087
ABC Inventory Classification System BP.018
Baseline Inventory Monitoring BP.007
Bill of Material Audit/Control BP.095
Consignment Inventory BP.006
Consignment Inventory with Key Suppliers BP.036
Consignment Inventory Management BP.164
Consignment Inventory Reduction BP.043
3.0.4

Cross-Docking BP.146
Customer Incentives / Promotions for Large Inventory Purchases BP.050
Delay Inbound Supplier Shipments BP.045
Design for Logistics (DFL) Management BP.052
Embed Inventory Management Goals BP.051
Employee Incentives for Effective Inventory Management BP.059
Extend Inventory Planning using Collaboration (Key Suppliers) BP.034
Finished Goods Inventory Postponement BP.047
Freight Costs and Inventory Stocking Optimization BP.071
Identification of Obsolete Capital Assets BP.130
Improve S&OP process BP.026
Inventory Cycle Counting BP.084
Inventory incentives / promotions for customers BP.048
Inventory Management Training BP.058
Inventory Management Using Supply Chain Network Optimization BP.029
Inventory Optimization BP.028
Inventory Record Accuracy BP.030
Kanban BP.009
Lean BP.160
Manufacturing Quality Improvements for Return Reduction BP.054
Manufacturing Reliability Improvement BP.053
Min-Max Replenishment BP.010
MTO Order Fulfillment Strategy BP.040
Optimize Sourcing Decisions to Local Source Point BP.063
Order Lead Time Corrective Action BP.060
Perfect Pick Put away BP.089
Pull-Based Inventory Replenishment BP.027
Purchase Order Management BP.144
Raw Materials Receiving Process BP.069
Receiving Goods Inspection BP.147
Reduce / Write-off Slow Moving Inventory BP.032
Reduce Non-Strategic Inventory Level BP.061
Regular Review of Procurement Terms and Conditions BP.042
3.0.5

Returns Inventory Reduction BP.067
Returns Policy to Reduce Returns Inventory BP.066
Safety Stock Planning BP.015
Seasonal Packaging Reduction/Removal BP.065
Slow-moving Inventory Monitoring BP.008
Stock keeping Unit (SKU) Rationalization/Cost of Sales Analysis BP.031
Supplier Delivery Performance Analysis BP.068
Supplier Raw Material Quality Improvement BP.056
Transportation Optimization BP.041
Vendor Collaboration BP.145
Vendor Managed Inventory (VMI) BP.139
Manufacturing/Production
360 Degree Closure BP.088

Batch Size Reduction BP.038
Carcass Prepositioning BP.109
Continuous Improvement BP.082
Cross Functional Teams BP.113
Electronic Technical Orders and Product Specifications BP.111
Engineer to Order Production BP.170
Just In Time Production BP.157
Lean BP.160
Manufacturing Quality Improvements for Return Reduction BP.054
Manufacturing Reliability Improvement BP.053
Mixed Mode/Reverse Material Issue BP.171
Predictive Maintenance BP.106
Production Line Sequencing BP.011
Production Scheduling Optimization Using Enabling Technologies BP.172
Right Size Frequency of Production Wheel BP.039
Single-Minute Exchange of Die (SMED) BP.003
Total Preventative Maintenance Program BP.133
3.0.6

Material Handling

Task Management BP.105
New Product Introduction

Design for Logistics (DFL) Management BP.052
Order Engineering (ETO)

Digital Packaging on Demand BP.121
Embed Specialized Services BP.117
Engineer to Order Production BP.170
Order Management

Collaborative Planning, Forecasting and Replenishment (CPFR) BP.156
MTO Order Fulfillment Strategy BP.040
Order Quotation System BP.114
Pick List Generation BP.102
People Management (Incl. Training)
Cross Functional Teams BP.113

Embed Inventory Management Goals BP.051
3.0.7

Employee Incentives for Effective Inventory Management BP.059
Inventory Management Training BP.058
Planning/scheduling inventory training BP.070
Planning and Forecasting

Balance and firm within horizon BP.092
Characteristics-based Forecasting BP.094
Collaborative Planning, Forecasting and Replenishment (CPFR) BP.156
Days of Supply Based MRP Proposal Management BP.090
Demand Management BP.020
Demand Planning BP.019
Demand Planning & Forecasting BP.014
Facility Master Planning BP.104
Lean Planning BP.049
Long Term Supplier Agreement/Partnership BP.162
Min-Max Replenishment BP.010
MRP I BP.022
Publish Production Plan BP.093
Sales and Operations Planning BP.021
Traditional Demand Forecasting Improvement BP.033
Work Center Load Evaluation BP.091
Product Life Cycle Management
Beyond Economic Repair (BER) Management BP.169

3.0.8

Identification of Obsolete Capital Assets BP.130
Item Rationalization BP.013
Product Development/Engineering/Disposition Collaboration BP.110
Return Policy Conformance Integration BP.108
Purchasing

Alternative Supplier Benchmarking BP.131
Consignment Inventory with Key Suppliers BP.036
Inventory Financing Evaluation BP.044
Issue Invitation to Tender (Quote) BP.132
Long Term Supplier Agreement/Partnership BP.162
Maintain Supply Chain Risk Register BP.150
Make-to-Stock Goods Receipt BP.158
Optimized Supplier Count BP.163
Purchasing/Procurement Strategy BP.101
Regular Review of Procurement Terms and Conditions BP.042
Self-Invoicing BP.005
Strategic Sourcing BP.100
Supplier Evaluation using Robust Evaluation Tool. BP.134
Supplier Research BP.097
Reverse Logistics
Automated Alerts for Material Management BP.127

Automated Identification/Disposition of Over Shipments BP.125
Bar Coding for Returned Materials BP.076
Beyond Economic Repair (BER) Management BP.169
3.0.9

Carcass Disassembly BP.137
Carcass Prepositioning BP.109
Inbound RMA-enabled Processing BP.072
Loaner Program BP.079
Outsourced Reverse Logistics BP.136
Prepaid Return Shipping Label BP.077
Preventive Returns BP.143
Proactive Return Authorization BP.141
Product Development/Engineering/Disposition Collaboration BP.110
Remote Return Authorization BP.142
Return Authorization BP.135
Return Authorization Required BP.140
Return Load Optimization BP.123
Return Policy Conformance Integration BP.108
Return Policy included with Shipping Document BP.129
Return Shipment Insurance BP.124
Return Shipping Consolidation BP.112
Return Tracking BP.078
Returns Receiving Refurbishment BP.073
Self-Service Warranty Claim Submittal BP.025
Supply Chain Visibility System BP.126
Vendor Recovery BP.128
Web-based Return Material Authorization (RMA) BP.075
Risk/Security Management
Bowtie Risk Management BP.081

Network Prioritization for Risk Identification BP.004
Risk Management Strategies BP.002
Supply Chain Risk Assessment BP.174
Supply Chain Risk Management (SCRM) BP.001
Supply Chain Risk Management Strategy Implementation and Analysis BP.0149
Supply Chain Risk Management Strategy Implementation and Analysis BP.149
Supply Chain Risk Monitoring BP.173
3.0.10

Sustainable Supply Chain Management
Carcass Disassembly BP.137

Finished Goods Inventory Postponement BP.047
Strategic Sourcing BP.100
Transportation Management

Delay Inbound Supplier Shipments BP.045
Expedited Logistics BP.116
Freight Carrier Delivery Performance Evaluation BP.055
Maintain Supply Chain Risk Register BP.150
Manufacturing Direct/Drop Shipment BP.037
Self-Invoicing BP.005
Transportation Management Outsourcing BP.118
Transportation Management System BP.115
Transportation Optimization BP.041
Warehousing
3.0.11

Emerging
BP.E Emerging Practice
Emerging practices introduce new technology, knowledge or radically different ways of organizing
processes. Emerging practices may yield a step change in performance by 'redefining the playing
field' within an industry. Emerging practices may not be easy to adopt because of proprietary
technology, or special knowledge may prevent wider adoption. Emerging practices generally have
not been proven in a wide variety of environments and industries.
Investment, Risk: High, Results: High.
Hierarchy

BP.120 3D Print/Rapid Prototyping
BP.172 Production Scheduling Optimization Using Technology
3.1.1

Demand Planning & Forecasting: Use state-of-the-art forecasting algorithms for product life-cycle
planning and trade promotion planning.
Understanding and predicting customer demand is vital to manufacturers and distributors to avoid
stock-outs and maintain adequate inventory levels. While forecasts are never perfect, they are
necessary to prepare for actual demand. In order to maintain an optimized inventory and effective
supply chain, accurate demand forecasts are imperative together with the most advanced algorithm.
The algorithms are the core of the demand and supply management solutions. It is what makes it
possible to seamlessly work at any level of aggregation and along any dimension like product,
channel or customer with ease and performance yet without rigid `forecast pyramids.`
Success measurement: Forecast accuracy in the supply chain is typically measured using the Mean
Absolute Percent Error or MAPE. Statistically MAPE is defined as the average of percentage errors.
Most practitioners, however, define and use the MAPE as the Mean Absolute Deviation divided by
Average Sales. This is in effect a volume weighted MAPE. This is also referred to as the MAD/Mean
ratio.
A simpler and more elegant method to calculate MAPE across all the products forecasted is to divide
the sum of the absolute deviations by the total sales of all products.
Processes
Metrics
People
HS.0046 ERP Systems

HS.0048 Forecasting
HS.0067 Linear programming
3.1.2

Simulate and implement comprehensive tactical planning and sourcing decisions based on a single,
globally consistent model.
The Supply Network Planning enables organizations to create a very close match between supply
and demand by integrating purchasing, manufacturing, distribution, and transportation into one
consistent model. By modeling the entire supply network and related constraints, it makes it possible
to synchronize activities and plan material flow throughout the entire supply chain. The results are
feasible plans for purchasing, manufacturing, inventory, and transportation.
The process also includes enabling organizations to dynamically determine how and when inventory
should be distributed. The supporting system optimizes deployment plans based on available
algorithms, as well as user rules and policies.
Processes

Metrics

RS.3.1 Align Supply Chain Unit Plan with Financial Plan Cycle Time
People

3.1.3

Demand Management takes Demand Planning to the next level and integrates the plan up and down
the supply chain as well as across the enterprise. It takes a holistic view of a multi-unit enterprise, its
markets, and its trade partners capabilities. Using sophisticated software tools and web
technologies, supply chain managers are able to aggregate demand, manage inventories and
respond in near real time to changes in demand. Multiple, real time applications are used within a
Demand Management process to analyze and evaluate changes in demand and the impact on
supply.
Centralized systems and applications, capable of receiving, monitoring and processing information in
real time from various business unit ERPs is used in the Demand Management process. These
applications are O/S and ERP application agnostic and can operate as part of the enterprise IT
infrastructure or as a SAAS application.
Processes

Metrics

RL.3.3 # of staff-related environmental violations
RS.3.4 Asset Turns
People

HS.0079 MRP Systems
HS.0130 S & OP Plan Communication
HS.0143 Supply Chain Planning
3.1.4

Business Rules Management is the practice where business rules are in a (human-readable) form
that are used by, but not embedded in, supply chain systems. The business rules should be visible,
easily modified by nonprogrammers, and usable by any application and channel. Business Rules
Management formalizes a supply chain's critical business rules in a language that business and IT
staff understand. Business rules are established to help an organization achieve its goals and are an
unambiguous statement to support decision making. The formal specification of a business rule
becomes information for process and rules engines to run.
Categories of business rules. A statement of a business rule falls into one of four categories:
Definitions of business terms - The most basic element of a business rule is the language used
to express it. The very definition of a term is itself a business rule that describes how people
think and talk about things. Thus defining a term is establishing a category of business rule.
Terms have traditionally been documented in glossaries or as entities in a conceptual model.
Facts relating terms to each other - The nature or operating structure of an organization can be
described in terms of the facts that relate terms to each other. To say that a customer can
place an order is a business rule. Facts can be documented as natural language sentences or
as relationships attributes and generalization structures in a graphical model.
Constraints (here called 'action assertions') - Every enterprise constrains behavior in some way
and this is closely related to constraints on what data may or may not be updated. To prevent a
record from being made is in many cases to prevent an action from taking place.
Derivations - Business rules (including laws of nature) define how knowledge in one form may
be transformed into other knowledge possibly in a different form.
Organizations driving to incorporate business rule development and documentation into its data
stewardship efforts consider:
Focus on the major business activities of each subject area to discover the currently relevant
and foremost business rules
Include the examination of business rules that use human judgment as well as system
activities so that the rules document actions that are not limited by what an application does
('business' rules)
Examine current workflows processes and new activities to discover essential business rules
that may have been hidden
Review the process for defining maintaining and enforcing business rules
Identify other practices within the organization that create business rules (e.g. mandates
policies guidelines etc.)
Identify a process for retiring ineffective or outdated business rules and the documentation of
this change
Develop basic business rules during any data definition effort recording the rules and the
associated meta data building from known and established rules to articulating new (or
undefined) business rules.
Guidelines for effective business rules management. Business rules should:
Be written and made explicit.
Be expressed in plain language.
Exist independent of procedures and workflows (e.g. multiple models).
Build on facts, and facts should build on concepts as represented by terms (e.g. glossaries).
3.1.5

Guide or influence behavior in desired ways.

Be motivated by identifiable and important business factors.
Be accessible to authorized parties (e.g. collective ownership).
Be single sourced.
Be specified directly by those people who have relevant knowledge (e.g. active stakeholder
participation).
Be managed.
Note: Business Rules Management Systems (BRMS) support the automation of the Business Rules
Management practice.
Processes

3.1.6

Supply Chain Optimization is a part of the enterprise strategic plan for leading edge companies.
SCO allows top management to redesign the supply chain as part of the enterprise`s overall
strategy, in response to actual or anticipated changes in the marketplace. Based on actual data or
analyst projections (example: Oil will each $120.00 a barrel) companies run multiple computer
simulations, looking for an optimal solution for:
Vendor locations
Inventory levels
Global transportation costs
Product lifecycle manage (NPI through EOL)
Distribution hub locations
Environmental (carbon footprint)
Improvements are planned in a proactive rather than reactive manner, providing financial and
velocity advantage over competitors.
The optimized supply chain can provide a reduction in the cash to cash cycle, shorter customer lead
times, lower inventory requirements, lower E&O inventories, and lower transportation costs.
Technology providers offer individual applications and/or the complete set of optimization software
packages in both IT Enterprise and SaaS solutions.
Processes

sP2 Plan Source
sP4 Plan Deliver
sP5 Plan Return
Metrics

3.1.7

RS.3.38 Identify, Assess, and Aggregate Product Resources Cycle Time

People

3.1.8

Self-Service Warranty Claim Submittal enables customers and service providers to submit warranty
claims over the web, reducing internal validation and processing workload. This can be
accomplished as a batch load of several claims at the same time or individual claims submitted one
at a time. Information captured at time of submittal helps with further analysis and disposition.
Results of the analysis can be made available online based on login access levels, so that the same
information can be submitted to appropriate authorities as needed. Furthermore, auto approval and
payment of certain claims can be considered if they satisfy certain criteria.
Processes

Metrics

RS.3.82 Manage Return Inventory Cycle Time
RS.3.84 Manage Return Regulatory Requirements and Compliance Cycle Time
People

3.1.9

Business rule review is performed by supply chain middle and upper level management of an
organization. In this process manager ensures that the framework for analysis of the business rule is
in line with the objectives and strategy of the organization. The rule itself needs to be aligned with
the operational aspects it will govern. The rule should be clearly defined and linked to the respective
business process or processes.
Processes

sP2 Plan Source
sP3 Plan Make
sP4 Plan Deliver
sP5 Plan Return
sM1 Make-to-Stock
sM2 Make-to-Order
Metrics

3.1.10

Proper predictive models are the key to being able to proactively manage developing problems
rather than reactively coping with the missed milestones. Lean planning creates real world project
plans which robustly model the project from initiation to final delivery.
Beginning with the end deliverable is the best way to create a tactical plan. Lean planning identifies
information flow between tasks and pushes back this information one task at a time during the
planning process creates a robust project model that identifies ALL the work that must be completed
to accomplish the end deliverable of the project.
Lean planning uses five focusing questions:
What is this deliverable?
Who makes this happen?
What's the last significant thing that he/she does?
What tangible inputs does he/she need?
Are these enough?
The result is that each task has:
The resource responsible for the task
All of the required inputs identified
The expected time to complete the task (50% confidence level)
The guaranteed to complete estimate (95% confidence level)
The quantifiable output that clearly signals the end of the task.
Processes
Metrics
3.1.11

The practice of refurbishing materials during the receiving processes (i.e. Source processes) for
returned materials.
This practice enables shorter processing cycle times through the refurbishment of materials that
have been deemed eligible for rework and return. Specifically, when defective materials are returned
and processed by the receiving function, repairs, modifications, or enhancements are made by the
same receiving personnel (versus resources associated with the Make process elements) and sent
to the shipping function for return to the original recipient. This practice would only be used for a
subset of refurbishment processes (e.g. high volume repair returns, minor modifications required,
etc) and would require additional training for and capabilities from receiving personnel. The benefit of
this process would be not only shorter overall return processing time, but also reduced capacity
requirements from existing assets/processes related to the Make process elements.
Processes
Metrics
RS.3.136 Transfer Defective Product Cycle Time

People
HS.0110 Receiving
3.1.12

In order to minimize lost productivity, many companies offer a loaner program for their customers
when they need to return a defective product. The loaner can be arranged at the time of Return
Material Authorization process, so that the customer receives the loaner before actually returning the
defective product. When the customer receives the repaired product, loaner would be sent back.
Tracking and reserving/scheduling of loaners is an important part of a loaner program.
Processes

Metrics
3.1.13

Mobile access to information in supply chain means information on status metrics supply and
demand are available in the internet smart phones and other similar mobile devices. This requires
integration of heterogeneous hardware and software components that forms the supply chain.
The hardware includes Smartphones RF devices RFID devices Bar codes I-Pads laptops and other
mobile and handheld devices. The software includes ERP (Enterprise Resource Planning) software
various database and middleware network programs and protocols. Java OOPS (Object oriented
programming) and enterprise services forms its core components.
Processes

sM1 Make-to-Stock
sM2 Make-to-Order
Metrics

CO.1.1 Supply Chain Mangement Cost (total)
3.1.14

The practice of implementing standard procedures and enabling technology to ensure conformance
to return policies. Automated policies and supporting processes collect and share important failure/
status data with appropriate organizations responsible for repair and overhaul, disposal, product
lifecycle management, component part procurement, production planning and/or scheduling.
Processes

Metrics

3.1.15

The practice of making disposition decisions for reparable parts/cores/carcasses early in the (Return
Material Authorization) RMA process. Instructions for those decisions must be included in the
authorization provided to customers responsible for shipping and internal stakeholders responsible
for receiving. Routing decisions are also made and included in those instructions. Long lead time,
high demand or prioritization criteria are applied, resulting in automatic induction into the
Maintenance, Repair and Operations (MRO) process, routing to a storage location or disposal.
Processes

Metrics

3.1.16

Add additional capability, processes and expertise by embedding specialized packaging, product
completion and pack out services on-site from a 3rd party provider.
By embedding 3rd party services into your manufacturing or distribution operations you can add
significant capabilities to your supply chain while leveraging your existing network and assets without
significant supply chain redesign and re-engineering.
Processes

sM3.5 Package
Metrics

3.1.17

Small businesses can be at a significant cost disadvantage for both inbound and outbound freight.
Large global corporations have the both the buying power to leverage spend and capital to invest in
sophisticated transportation software.
Outsourcing transportation creates an opportunity for small businesses to combine their
transportation spend and get a lower overall tariff rate. The outsourcing partner will pass through a
percentage of the savings to its customers.
Processes
sP4 Plan Deliver

sP5 Plan Return
Metrics

RS.3.66 Manage Integrated Supply Chain Transportation Cycle Time
3.1.18

BP.120 3D Print/Rapid Prototyping
3D printing is a phrase used to describe the process of creating three dimensional objects from
digital file using a materials printer, in a manner similar to printing images on paper. Using 3D Print /
Rapid Prototyping machines which employ an additive manufacturing process will take designs from
Computer aided design, 3D scans or modeling software to produce a component or product using
successive thin layers of material.
Processes

Metrics
3.1.19

The use of digital packaging printing to create custom product packaging unique to the customer and
the product requirements. Packaging is digitally printed and cut to a per order design. This allows for
unique physical and graphics designs to be produced in low quantities. The ability to produce short
run on demand packaging increases efficiency, reduces inventory management, storage and waste.
Processes

sM3.5 Package
Metrics
3.1.20

Returned Maintenance, Repair, Operations (MRO) items are disassembled to the bill of material level
and component parts are tested. In accordance with specific business rules, components that
meet or exceed technical performance parameters are placed in storage for use in future production.
Processes

Metrics

3.1.21

Bar coding is the practice of adding machine readable labels to packaging of goods, in order to
increase reading speed and reducing reading errors. Bar coding requires a standard for bar coding,
a barcode printer and a barcode reader. A barcode reader (or barcode scanner) is an electronic
device for reading printed barcodes. Like a flatbed scanner it consists of a light source a lens and a
light sensor translating optical impulses into electrical ones. The barcode scheme defines the
technical details of a particular type of barcode: the width of the bars character set method of
encoding checksum specifications etc.
Standards: There are many types of bar codes however most used ones are UCC/EAN128. This is
the most commonly used standard in Retail and other industries. The new development in this area
is RFID tags. In any of these forms it stores information about the product and passes it to any
automated computerized software for further processing.
Processes

sM1 Make-to-Stock
sM2 Make-to-Order
Metrics

3.1.22

Spend analysis involved collection of data across procures to pay process in an enterprise and
slicing and dicing these data into useful information. It is used for supplier negotiation future saving
forecasting working capital and cash management activities. The various software available in the
industry include: SAAS, ARIBA, SAP-SRM, Oracle-Supply chain. Enterprise Level Spend Analysis
aims at enhancing visibility of the spends in an organization and provides high value input for
operational and strategic decisions.
Processes
sP2 Plan Source

Metrics
CO.2.002 Cost to Research

AM.2.8 Inventory
3.1.23

The Long Term Supplier Agreement/Partnership is a communication framework of buyer and

supplier relationship. It varies in two continuum from very informal to highly formal such as bound by
strict legal contracts. The other one is from a simple supplier of commodity to a partner in the value
chain. In a very basic level most of the long term agreements replaces the conventional multiple
purchase orders. In the most complex ones involves long term strategic partnership with sharing of
know-how and involvement in early product development.
It aims at total quality management across the value chain.
Processes
sP2 Plan Source

Metrics

3.1.24

Back flush is a concept where issuing of the material automatically happens once the finished
product is ready. For example assume 2 units of Raw Material 'R' is required to make a single
Finished Product 'P'. As soon as 1 unit of 'P' is produced the inventory system reduces 2 units of 'R'.
This concept is very well known in the industry as Back flush. The drawback of this system is that
there is no real-time visibility of Raw material 'R' in the whole process. The accuracy of the inventory
is also dependent on theoretical assumption that 2 'R's are required to make 1'P'.
However many industries do not have the luxury of having accurate theoretical inventory quantity.
Mixed Mode Practice (or Reverse Issue Method) is be used in the production lines where the input
quantity varies based on several process parameters. A system can be enabled where as soon as
the first step of the manufacturing process is started the theoretical raw material quantity is issued
against the job. In the example above as soon as the 1st step to manufacture product 'P' starts in the
inventory system 2 units of R are issued. Once the final step of the manufacturing process is
completed the reverse issue method comes into picture. Based on the process conditions
experienced lets say 1.8 units of Raw Material 'R' are used up to make 1 quantity of 'P' then the
operator enters the Reverse issue quantity in the system as '-0.2' (1.8 - 2). This is entered at the
time of entering the finished quantities produced at the end of the manufacturing process step.
However lets say during manufacturing 2.2 units of Raw Material 'R' is used up to make 1 quantity
of 'P' then the operator enters the reverse issue quantity in the system as '+0.2' (2.2 - 2). The
advantage in this system is that there is an accurate quantity of raw material in the inventory system
at any point of time.
Processes

Metrics
CO.3.105 Cost to Plan Make

People
3.1.25

BP.172 Production Scheduling Optimization Using Technology
Effective scheduling should not only include production related attributes (e.g. rated/demonstrated
capacity asset loading sequencing changeover constraints etc.) but also other directly and indirectly
related processes. Due to the complexity and data intensity of this practice this particular process is
typically managed by a separate (and possibly dedicated) module within an ERP system. The
objective of production scheduling optimization is to maximize the throughput on a given asset while
optimizing (increasing or decreasing depending upon the characteristic) the other related processes.
Examples of other activities that should be considered when optimizing a production schedule are as
follows:
Preventative maintenance program schedule and requirements - This information is typically
stored and managed in a separate maintenance management system or EPR module. A
linkage between the requirements of the maintenance program and the scheduling system is
critical to achieve overall optimization.
Shared resource considerations - While production routings should provide the majority of
requirements for a given production run availability and compatibility of other resources/assets
(either co-located or remote) should be available to the scheduling tool. Shared resource
information would generally be available in an ERPs advanced planning module (e.g. network
planner etc.) or in the resource management data tables/modules.
MRP and DRP requirements - While some scheduling systems might include material and
distribution planning requirements and optimized production schedule must have access to
data regarding in-bound material availabilities as well as out-bound distribution schedules. If
MRP/DRP processes are managed separately from production scheduling then these
processes/systems must be integrated to not only to seamlessly communication requirements
but also to ensure that the overall production schedule is optimized.
Product quality management considerations - Similar to other processes noted above
management of product quality can also be managed in a separate process/system. An
effective scheduling system must have real-time access to any product quality constraints (e.g.
products or families on hold etc.) This will ensure that production capacity is not allocated to
defective designs etc.
Processes

Metrics

3.1.26

Best
BP.B Best Practice
Best practices are 'current', 'structured' and 'repeatable' practices that have had a proven and
positive impact on supply chain performance:
Current: Not emerging, not outmoded.
Structured: Feature a clearly stated goal, scope, process, and procedure.
Proven: Demonstrated in a working environment, and linked to key metrics.
Repeatable: Proven in multiple organizations and industries.
SCOR best practices have been chosen by SCOR practitioners in diverse industries. It is understood
that not all best practices will yield the same results for all industries or supply chains.
Investment, Risk: Moderate, Results: Moderate.
Hierarchy

3.2.1

BP.B Best Practice

3.2.2

BP.B Best Practice

3.2.3

BP.B Best Practice

BP.160 Lean
3.2.4

Supply chain risk management is the systematic identification, assessment and mitigation of
potential disruptions in logistics networks with the objective to reduce their negative impact on
the logistics networks performance.
A high number of potential disruptions can negatively impact supply chain performance. Potential
disruptions can either occur within the supply chain (e.g. insufficient quality, unreliable suppliers,
machine break-down, uncertain demand, etc.) and outside (e.g. flooding, terrorism, labor strikes,
natural disasters, etc.). Both are considered in an integral three-phase approach for supply chain
risk management:
Risk Identification: What can go wrong? What is uncertain? Based on a description of a supply
chain with SCOR, each single process should be looked at with regards to potential disruptions
that may negatively harm the performance and which countermeasures are already in place.
Result of this phase is a list of the relevant supply chain risks.
Risk Assessment: How likely is it that a certain potential incident will occur? What is the impact?
The likelihood of occurrence and the negative impact on SCOR performance measures of each
supply chain risk should be qualitatively or quantitatively evaluated. Result of this phase is a
list of serious risks that can be visualized in a risk portfolio with the dimension probability of
occurrence and negative impact.
Risk Mitigation: How can the risks be controlled and monitored? Mitigation measures (e.g.
improved planning methods, alternative suppliers, response plans, redundant infrastructure,
etc.) should be evaluated for the serious risks. After having checked the cost-efficiency of the
alternative measures, the appropriate measures should be chosen and implemented. A risk can
be mitigated by decreasing the likelihood that it will occur or by decreasing its impact if it does
occur. Alternatives to mitigation include acceptance, transfer, and risk sharing.
Best Practice Need and Suitability Indicators:
Supply chain risk management is suitable especially for supply chains in uncertain environments,
with low redundancies in terms of material and capacity buffers as well as high requirements on
the supply chain performance. Risk management is particularly applicable to organizations that
have a low tolerance for risk in their business strategy.
Additional Comments
Examples for typical supply chain risks are raw material shortage, supplier failures, increased
material price, machine break-down, uncertain demand, inaccurate forecasts, change orders
and transportation failure. Other risks not directly related to the supply chain are for example
product liability risk or strategy risk. Therefore supply chain risks are only a part of all business
risks. Hence, supply chain risk management should be integrated in an enterprise risk
management.
For the implementation of supply chain risk management in organizations the process and
responsibilities have to be clearly defined. The resources, e.g. staff, budget, should be assigned
by the top management. The participating staff members need to be motivated and skilled.
3.2.5

Impact on Supply Chain Performance Attributes/Metrics
Attribute Experienced Impact

Reliability The over-all objective of SCRM is to increase the reliability of the supply chain
and decrease the variability of the order fulfillment.
Responsiveness The variability of the order fulfillment cycle time is reduced and the recovery time
from disruptions is shortened.
Flexibility Due to the proactive proceeding the supply chain is better prepared for sudden
changes and thus more flexible.
Cost The logistics costs are reduced in the long run.
Asset The variability of inventories in the supply chain is reduced.
Management
Key Best Practice Success Factors
Technology - Features modeling and simulation tools are frequently employed to identify and
assess risks as well as mitigation approaches. Advanced planning tools can be employed to
rapidly reconfigure the supply chain in response to a disruption. Moreover, software for well-
established assessment techniques, e.g. FMEA, FTA, ETA, exists.
Other Success Factors - The risk management process should be carried out cross functional
and - if possible - together with representatives from all companies of the supply chain.
Processes

Metrics

CO.3.027 Fulfillment GRC, Inventory and Overhead
People

3.2.6
3.2.7

Risk management strategies are developed and communicated. Commonly used strategies are Risk
Mitigation, Risk Avoidance, Risk Transfer and also Risk Acceptance.
Risk Mitigation is a plan to reduce the probability of occurrence or minimize the impact of the
risk.
Risk Avoidance occurs when the supply chain risks are too high in terms of its probability of
occurrence and impact and beyond the threshold limits of the organizations appetite for risk.
Risk Transfer occurs when part or all the risk can be transferred to another process where it
presents a better prospect of management or mitigation through less costly actions.
Risk Acceptance occurs when a risk has low probability of occurrence and low impact and for
which a contingency plan is easily available for deployment if the risk occurs.
Risk management strategies may differ by supply chain.
Processes

sE9.5 Mitigate Risk
Metrics

People

3.2.8

The practice of reducing the time it takes to change a production line, equipment or machine from
running one product to the next. The ability to rapidly change between products is increasingly
important in the situation where lot sizes are reducing. In general there are three focus areas to
reduce changeover time:
Eliminate. Eliminate non-essential activities. This includes replacing only essential parts and
developing universal parts where possible.
Prepare. Prepare and setup external to the equipment. Prepare the die (such as heating,
flushing, calibration and alignment) prior to the changeover.
Simplify. Simplify setup internal to the equipment. This includes the use of single- or limited-
touch fasteners, auto- or self-alignment pins.
Similar to: Single-touch exchange of die.
Note: The single-minute reference is to the speed of exchange not the actual number of minutes it
takes to make the change for each and all applications.
Processes
sM1 Make-to-Stock
sM2 Make-to-Order
Metrics

People
3.2.9

Network prioritization for risk identification is the process of prioritizing parts of a supply chain for risk
analysis based on the overall risk potential in each portion of the supply chain. Prioritization is
typically based on the criticality of the component or product flowing through a portion of the supply
chain to your business and the number of sources for the material flowing through that portion of the
supply chain.
Processes

Metrics
RL.3.54 VAR of product/customer performance -

AG.2.21 VAR of Supplier Performance
AG.2.20 VAR of Internal Process Performance
CO.3.004 Planning GRC and Overhead Cost CO.3.008
People
3.2.10

The practice where a customer generates the invoices for the products or services it consumed from
a supplier. The advantage of this process for the company that self-invoices is that reconciliation
processes - such as 3-way verification prior to payment of invoices - are no longer required. (The
reconciliation processes are transferred to the supplier.) A common application of this process is
self-invoicing for transportation services and materials consumed from supplier-owned/consignment
inventory. Conditions for self-invoicing:
Clear service level agreements in place between supplier and customer of the product or
service.
Clear ways to measure the level and quality at which the services were delivered or materials
were consumed.
Defined and agreed processes for record-keeping, reporting and claims.
Standards for electronic data communication between supplier and customer (EDI)
Consignment inventory is not a pre-requisite for self-invoicing. Materials ordered (call-offs) from a
master contract may also qualify for self-invoicing.
Alternative names: Self-billing
Processes

Metrics

3.2.11

To avoid overstock situations, we regularly review Baseline inventory levels. Baseline inventory is
defined as the lowest stock level that a particular SKU actually had during the last 12 months. It
means that there will be a baseline inventory for all those items that did not have a stock-out. At
maximum, the baseline inventory should match the safety stock. If it is significantly higher than the
safety stock (the safety stock is never effectively utilized), the planning parameters and buffers in the
system need to be reviewed. To evaluate a whole product range, we calculate the total aggregate
value of baseline inventory. The metric is expressed as total value, number of items affected, and as
% of overall stock value.
This practice will be most effective in a more stable environment with established products. In a
highly dynamic market environment, an important outcome of S&OP will be the setting of strategic
buffer stocks for key items. To check whether they are on a reasonable level, baseline evaluation
can be used.
Processes

Metrics
RS.3.4 Asset Turns

People

HS.0048 Forecasting
3.2.12

The practice where materials are ordered, shipped, received and/or staged in the same sequence as
they will be consumed. The materials generally are configurable or have many variants (an example
variant: shades of color). This practice can be applied in on-site processes and in supplier-to-
manufacturer processes.
On-site processes: The materials are picked from an inventory location (such as raw material
warehouse) in the exact sequence of the production schedule/line and delivered to the point-
of-use (pick-to-sequence). The operator is required to use the materials in the sequence they
were provided. This can apply to materials sourced using S1, S2 and S3 processes.
Supplier-to-manufacturer processes: The materials are ordered from the supplier in sequence
(order-in-sequence). The supplier processes the order and loads the transportation vehicle in
sequence (ship-to-sequence). The materials are then unloaded and delivered to the point-of-
use (receive-to-sequence). This version applies to S2 and S3 sourcing only.
It is important that order managers, material handlers and operators understand that the materials
should remain in-sequence at all times. Accidental sequencing may cause erroneous products,
dangerous working conditions and rework. Example physical implementations include conveyor
systems but also the use of trays or bins that allow the materials to be kept in sequence during
transportation and handling.
Alternative names: Just-In-Sequence, In-Line Vehicle Sequencing (ILVS)
Notes: This is not FIFO. FIFO addresses using/delivering the oldest materials first. Production Line
Sequencing eliminates the cost, time and inventory needed for searching and sorting through
materials.
Processes

3.2.13

Metrics

3.2.14

Pull-based (Demand) replenishment is an approach that utilizes customer demand (`pull`) to replace
and optimize inventory while reducing total net landed cost. It has been a widely recognized,
effective practice for decades.
With a pull-based approach, the signal to replenish downstream inventory is driven by actual
demand or usage, rather than by a forecast that pushes products and materials into the supply
chain. Pull-based replenishment uses methodology that uses historical demand variability between
forecasted demand vs. real customer demand to identify the appropriate inventory levels.
Processes

sP2 Plan Source
sP3 Plan Make
Metrics

AM.2.8 Inventory
3.2.15

Use of multi-echelon (simultaneous across all inventory stocking points in supply chain) stochastic
(random variability) optimization. Traditionally used for replenish to forecast work process as an
alternative to Pull-Based Replenishment, but can also be used to calculate Reorder Point
Processes

sP2 Plan Source
sP3 Plan Make
Metrics

AM.2.8 Inventory
3.2.16

BP.029 Inventory Management Using Supply Chain Network
Optimization
Supply chains and supply networks both describe the flow and movement of materials & information,
by linking organizations together to serve the end-customer. Network Strategy Optimization can be
used to determine optimal manufacturing and warehouse locations based on focusing on reducing
total supply chain costs (typically biased on reducing transportation costs). This is done by reviewing
a supply chain network of product supplying and market facing businesses to consolidate inventory
stocking locations.
Processes

sP2 Plan Source
sP3 Plan Make
Metrics

AM.2.8 Inventory
3.2.17

Establish disciplined monthly process to ensure timely reporting of accurate inventory (physical
inventory matches ERP inventory & identify sitting inventory not identified by a SKU) at the
manufacturing and terminal locations; Aligns inventory assignment to the downstream consuming
business as the owning business plant
Processes

Metrics

AM.2.8 Inventory
3.2.18

Analyze and determine what inventory can be written off due to age, shelf-life, and/or lack of
demand. This is usually governed by how much the business is willing/able to write-off based on
their reserves and impact to financial statement
Processes
Metrics
RL.3.29 Age of Product / Customer Risk Data (months)

AM.2.8 Inventory
3.2.19

Use of more sophisticated qualitative and quantitative forecasting processes and tools to improve
customer demand forecast typically at SKU level. This would be an improvement to traditional
forecasting process; can be combined with additional opportunities such as, S&OP, which uses
forecasting modeling.
Examples of Qualitative forecasting methods:
Informed opinion and judgment
Delphi method
Market research
Historical life-cycle Analogy.
Example of Quantitative forecasting methods:
Last period demand
Arithmetic Average
Simple Moving Average (N-Period)
Weighted Moving Average (N-period)
Simple Exponential Smoothing
Multiplicative Seasonal Index
Processes
Metrics

AM.2.8 Inventory
3.2.20

Collaborative inventory planning can be used as a way to extend supply chain planning with key
customers. It can be done through a joint (Sales & Operations Planning)
S&OP meeting between each key customer and supplier to discuss how to manage demand and
supply across the extended enterprise (key customers). S&OP will entail review of historical and
future customer demand, demand forecast accuracy, planned outages by customer or supplier, long-
term planning, etc. Collaborative forecasting, the supply chain members jointly maintain and update
a single forecasting process in the system. Hence, forecasting information becomes centralized
Processes
Metrics

AM.2.8 Inventory
3.2.21

Consignment inventory is a family of business models in which the buyer of a product provides
certain information to a supplier of that product and the supplier takes full responsibility for
maintaining an agreed of the material, usually at the buyer's consumption location (usually a store).
Consignment Inventory can be combined with additional opportunities such as extend inventory
planning across Key Suppliers by using collaboration. Intent is to have suppliers carry raw material
inventory on their balance sheet until consumption.
Processes
Metrics

AM.2.8 Inventory
3.2.22

The practice of shipping products and goods directly from the manufacturing plant to the customer
(bypassing consolidation activities in warehouses and/or distribution centers). In Retail, Direct
Shipment (also called Drop Shipment) is a supply chain management technique in which the retailer
does not keep goods in stock, but instead transfers customer orders and shipment details to either
the manufacturer or a wholesaler, who then ships the goods directly to the customer.
Using direct ship will bypass a distribution network and may reduce distribution finished goods
inventory based on Customer Locations. Direct ship can be combined with additional opportunities
such as Inventory Management by using Supply Chain Network Optimization.
Processes

sP2 Plan Source
Metrics

AM.2.8 Inventory
3.2.23

Use Lean principles to reduce size of manufacturing batch sizes to better match customer demand
vs. asset utilization/quality issues. Historically, manufacturing companies have operated with large
batch sizes in order to maximize machine utilization, assuming that changeover times were `fixed`
and could not be reduced. Because Lean calls for the production of parts to customer demand, the
ideal batch size is ONE. However, a batch size of one is not always practical, so the goal is to
practice continuous improvement to reduce the batch size as low as possible. Reducing batch sizes
reduces the amount of work-in-process inventory (WIP). Not only does this reduce inventory-carrying
costs, but also production lead-time or cycle time is approximately directly proportional to the amount
of WIP. Therefore, smaller batch sizes shorten the overall production cycle, enabling companies to
deliver more quickly and to invoice sooner (for improved cash flow). Shorter production cycles
increases inventory turns and allows the company to operate profitably at lower margins, which
enables price reductions, which increases sales and market share.
Batch size reduction can be combined with additional opportunities such as, Right size frequency of
production wheel or Reorder Point Production Models (Pull-Based Replenishment).
Processes

sP3 Plan Make
Metrics

AM.2.8 Inventory
3.2.24

Use Lean principles to increase frequency/agility of production wheel, or production cycle in order to
modify production planning and right-size finished goods and work-in-process inventory. This can be
combined with reduction of manufacturing batch sizes and additional opportunities such as, Right
size manuf. batch sizes or Reorder Point Production Models (Pull-Based Replenishment)
Processes

sP3 Plan Make
Metrics

AM.2.8 Inventory
3.2.25

Evaluate potential to change order fulfillment strategy from Make-To-Stock (MTS) to Make-To-Order
(MTO) SKU by SKU to offset need to carry inventory due to infrequent demand or low demand. Key
is the manufacturing flexibility/agility to make this happen in short lead time for the customer; Can be
combined with additional opportunities such as, SKU Rationalization or postponement
Processes

sM1 Make-to-Stock
sM2 Make-to-Order
Metrics

AM.2.8 Inventory
3.2.26

Evaluate potential to change inbound/outbound transportation mode to `faster` mode depending on

freight terms (FOB, etc.) to accelerate transfer of inventory title to customer and/or better match
demand/supply to optimize inventory balances: Can be combined with additional opportunities such
as, change sourcing decision to local stocking points (reduce cycle time), risk pooling
Processes

sP2 Plan Source
Metrics

AM.2.8 Inventory
3.2.27

Evaluate monthly/quarterly/annually potential changes to procurement contract terms with suppliers

to focus on potential inventory impacts (early delivery, quality, receipt inspection, VMI, incentives,
technology enablement RFID, barcode, shrink wrap, master pack labels, shipment notification to
carrier ) to minimize raw material inventory levels; Consolidate internal business purchasing
contracts of shared raw material suppliers to one global purchasing contracts to leverage global
buying power; Can be combined with additional opportunities such as, reduce customer
consignment stock, enable supplier collaboration
Processes

sP2 Plan Source
Metrics

AM.2.8 Inventory
3.2.28

Analyze potential to reduce consignment inventory commitments. These are typically included as
part of the terms and conditions of customer contracts. Most of these include `language` that
requires a company to continue to own the finished goods inventory at a customer`s location until
consumption. Increase the frequency of invoicing from once per month to 2 or 4 times per month;
can be combined with additional opportunities such as greater use of VOI (Vendor Owned
Inventory) for finished goods
Processes

Metrics

AM.2.8 Inventory
3.2.29

Evaluate potential to use external finance company to `purchase inventory` while in-transit or in
certain circumstances and sell back to the company prior to delivery to customer. Some of the other
larger 3PLs offers this as a service as part of international transportation
Processes

sP2 Plan Source
Metrics

AM.2.8 Inventory
3.2.30

Provide process to determine and execute optimum placement and volume for Inventory in the Value
Stream (Chain). Requires analysis of Value Stream and identification of opportunities for Demand
Pooling of materials. Requires detailed analysis of required delivery and cumulative lead time and
manufacturing and logistics capabilities; can be combined with additional opportunities such as,
Change order fulfillment strategy, MTS vs. MTO, decoupling point analysis
Processes
Metrics

AM.2.8 Inventory
3.2.31

BP.048 Inventory Incentives/Promotions for Customers
Balance cost/value of offering discounts for customers to move forward orders on specific finished
good products in inventory. Would require process and tools to identify and analyze value
proposition/trade-off. May be able to leverage off of commercial tools to analyze payment incentives;
can be combined with additional opportunities such as, Embed inventory management goals in
Commercial or Expedite outbound customer shipments
Processes
Metrics

AM.2.8 Inventory
3.2.32

BP.050 Customer Incentives/Promotions for Large Inventory
Purchases
Provide a one-time improvement in finished good inventory; requires analysis of value/cost trade-off
to insure proper incentive. Would require more in depth analysis of customer order patterns to
understand long term impact on required finished good inventory; Can be combined with additional
opportunities such as, Embed inventory management goals in Purchasing/Commercial; or Provide
incentives/promotions to receive inventory faster; or balance inventory carrying costs with ordering
costs
Processes
Metrics

AM.2.8 Inventory
3.2.33

Develop method to embed and track specific inventory management goals for the business (control
plan) for all functions within the business (Commercial, Purchasing, Manufacturing, Research &
Development, Customer Service, and Finance resources` personal goals) due to cross-functional
issues associated with inventory vs. service level. This is also recommended to be extended to
some of the other functions that serve in more of a support role for the business; Adjust inventory
management goals to meet business functional goals. (e.g., reduce working capital primarily by
improving inventory management effectiveness
Processes
Metrics

AM.2.8 Inventory
3.2.34

Change new product development process to embed reuse and/or risk assessment around inventory
management (e.g., include check off from supply chain of potential inventory management impact of
proposed new product development). This could include mandatory end of lifecycle for another
product, Commercial`s agreement to potential inventory/working capital exposure, etc.
Processes
Metrics

AM.2.8 Inventory
3.2.35

The practice includes use of reliability tools and implementation of work process roles within
manufacturing to address manufacturing reliability. It incorporates analysis and simulation of the
manufacturing process to identify opportunities to increase equipment reliability and improve
manufacturing cost/capacity and service factors.
Processes

sP3 Plan Make
Metrics

AM.2.8 Inventory
3.2.36

This consists of efforts to address manufacturing quality & improving manufacturing cost/capacity
and service factor. This would require analysis/simulation of quality losses/returns and opportunities
for inventory reduction. This also includes formulating a process & timeline by which to move off-
grade/ returned product off the books.
Processes

sP3 Plan Make
Metrics

AM.2.8 Inventory
3.2.37

The practice of formal freight carrier performance reviews to reduce the risk of landed cost budget
variances. A formal freight carrier performance evaluation is crucial as transportation partners
represent the interface between supplier and customer. The quality of delivery on time and in good
condition has enormous impact on customer satisfaction, return rates and repeat sales
A carrier evaluation program needs a comprehensive list of evaluation metrics to reflect overall
service performance and cost improvement objectives. Evaluation criteria should include quantitative
as well as qualitative measures. Quantitative criteria may include on-time delivery performance,
claims ratios, billing accuracy, cost performance and other measurable criteria. Qualitative measures
may include driver and sales representative responsiveness, the quality of customer service,
stakeholder surveys, customer complaints or other value-based assessments
In addition, a freight carrier`s delivery performance and impact related to supply lead-time variability
(due to early and late deliveries) should be evaluated. If a product is shipped to a customer and it
arrives late: then limited/no inventory available. Conversely, if a supplier ships raw material to a
company and the shipment is received prior to the need date - then excess inventory is carried. This
would require a work process that investigates reasons and how to manage such situations (i.e.
situation attributable to supplier purposely shipping product early to move inventory quickly;
receiving company may delay shipment receipt until inventory is needed; adjust the transit lead time
to safeguard against this type of situations which is causing additional inventory due to carrier
delivery performance)
Processes

sP2 Plan Source
Metrics

AM.2.8 Inventory
3.2.38

Provide analysis of potential value that could be gained from raw material inventory reduction (in
addition to traditional manufacturing quality/capacity and service factors). Would require analysis/
simulation of current impact of raw material quality opportunities for inventory reduction with
improved quality. May add to value proposition for efforts. Can be combined with additional
opportunities such as Embedded Inventory Management goals in Purchasing
Processes

Metrics

AM.2.8 Inventory
3.2.39

Develop a training curriculum and monitor key employee participation/completion in the areas of
inventory management (particularly with schedulers, planners, SC managers) as well as exposure to
emerging best practices/technology (e.g., inventory optimization, collaboration, etc.). This can be
done with existing training courses via online SC resources and APICS as well as through
participation in CSCMP, AMR Research/Gartner, and other trade organization meetings/events;
Processes
Metrics

AM.2.8 Inventory
3.2.40

Effective inventory management is the result of outstanding inventory control and inventory
management. Inventory control is managing the inventory that is already in your warehouse,
stockroom, or store and inventory management is determining when to order products, how much to
order, and the most effective source of supply for each item in each warehouse.
Incentives can be used to drive successful and effective inventory management. The incentive
program should include annual goals and targets that integrate inventory metrics into goals for key
roles with decision making responsibilities in the business. Balance is the key to insure that inventory
levels are not driven to the point of adversely affecting overall profit. Using incentives to drive
specific short-term inventory targets should lead to improved inventory levels.
Processes
Metrics

AM.2.8 Inventory
3.2.41

Attaining acceptable delivery performance is the most significant manufacturing challenge faced by
many organizations. Not meeting quoted order lead times is extremely disruptive to how the supply
chain is planned and how inventory is managed. To minimize the disruption, firms should analyze by
business known violations of customer order lead time rules during customer order placement to
determine how pervasive this is by business. The business should then develop a corrective action
(training, better understanding of cause and effect, approvals, etc.) plan for prevention of
occurrences to help more effectively manage inventory.
Processes
Metrics

AM.2.8 Inventory
3.2.42

Unsold inventory is not `money in the bank`. A company should identify idle assets by analyzing
production records, reviewing stock status reports to isolate inventory that is slow moving or out of
balance, and sell/reduce the nonstrategic inventory. This would include selling of obsolete and
excess inventory by establishing and offering short term discounts to turn inventory to cash.
Processes
Metrics

AM.2.8 Inventory
3.2.43

Re-validate existing Master Data (order lead times, replenishment times, transit times, etc.) to
ensure it matches current operational capabilities and performance. This information is used in
inventory reorder point and target setting to determine inventory replenishment size/frequency. This
is a critical step in inventory management and requires the monthly discipline to keep up on this due
to the number of processes/systems that rely on this information as key input variables; Establish
clear role/responsibility/accountability for Master Data Management; Critical prerequisite for a wide
range of inventory opportunities; Can be combined with additional opportunities such as, Pull-based
Replenishment
Processes
Metrics

AM.2.8 Inventory
3.2.44

Assess potential to change sourcing decisions to local source point (likely the optimal source point)
to reduce overall replenishment lead time. This would reduce both transportation and inventory
costs. This could impact service level and revenue objectives depending on balance demand and
supply decisions. Consider using advanced planning system to Optimize sourcing decisions. Can be
combined with additional opportunities such as, Supply Chain Network Optimization
Notes: Buying less expensive materials from a remote supplier with associated higher inventory
levels might be more economical than sourcing more expensive per unit materials from a nearby
supplier with associated reduced inventory levels. Hence overall effect should be considered.
Processes
Metrics

AM.2.8 Inventory
3.2.45

Pursue a more aggressive Reorder Point / safety stock target replenishment stance that places more
risk on the chance of a stock out. This can be done quickly to help mitigate a potential sharp
downturn in demand. Also, includes evaluating costs of holding Raw Material; Materials /Supply
compared to the demand needs ; Can be combined with additional opportunities such as, Pull Based
Replenishment or Inventory Optimization
Note: Service level targets, balancing inventory with service level and potential sharp upturn in
demand should also be considered.
Processes
Metrics

AM.2.8 Inventory
3.2.46

What constitutes seasonal varies from organization to organization. From a requirements

determination perspective however seasonal items may be classified as items that have less than
six months of demand in the preceding 12 months.~~Reduction/Removal of Seasonal Packaging
requires the identification of packaged finished goods volume as part of slow moving inventory
analysis. Once identified customers for the product can be identified and incentives to purchase can
be developed.
Processes
Metrics

AM.2.8 Inventory
3.2.47

Evaluate and establish a business returns policy (buyer`s remorse, defectives, warranty, overstock,
Root Cause Investigation to determine & eliminate return cause, etc.) including determining its
impact to overall inventory management. Develop plans for reuse/resale, if possible. Proactively
model potential returns inventory levels, include in projected overall inventory levels and determine
appropriate inventory costing.
Note: Competitors return policy for the equivalent product should be considered
Processes
Metrics

AM.2.8 Inventory
AM.3.26 Return Rate
3.2.48

Develop a process for efficiently receiving, processing and disposition of returned products. The
cycle time in this returns process can be reduced through the use of an automated ERP system.
This process can be combined with additional opportunities such as, Reduce returns inventory by
returns policy decisions.
Processes

Metrics

AM.2.8 Inventory
AM.3.26 Return Rate
3.2.49

Track and analyze the on time delivery performance for suppliers. Take action for large volume/value
raw materials to insure that there is no consistent early receipt of raw materials prior to requested
date. Re-enforce through policy and training to planners/manufacturing and warehouse not to accept
early shipments. Establish a penalty to supplier for receipt of early shipments; can be combined with
additional opportunities such as, Embed Inventory Management goals in Purchasing
Processes

Metrics

AM.2.8 Inventory
3.2.50

Develop process for efficiently receiving and processing raw materials from suppliers to minimize
receipt of raw materials. Components of this process may include receipt of advanced shipping
notification (ASN), receiving inspections, bar code label scanning, use of master pack labels, shrink
wrap (if applicable), receiving and put away (place in a specific location). This process can be
combined with additional opportunities such as Improve Supplier Early Delivery Performance
Processes

Metrics

AM.2.8 Inventory
3.2.51

Improve employee knowledge of inventory control to increase level of performance in inventory

management. Intent is to increase proficiency to be able to lower the inventory levels by more
effective management vs. reduce headcount; Can be combined with additional opportunities such
as, improve employee knowledge of inventory management
Processes
Metrics

AM.2.8 Inventory
3.2.52

Balance the trade-off between logistics cost reduction and increased capital costs. Factors include
shipment lot size, per-shipment setup costs, consumption/demand of Raw Materials & storage
capacity in order to identify the appropriate storage capacity to minimize freight costs;
Processes
Metrics

AM.2.8 Inventory
3.2.53

This practice of requiring and enforcing a return shipment is accompanied by a company-issued

Return Material (or Merchandise) Authorization (or Agreement) (RMA). Information and data
associated with an RMA, when available at the point of receipt, will allow for expedited receipt and
verification processes. Typical RMA detail includes SKU number(s), description(s), quantities, return
condition, reason for return, and requested next action. Prior to the physical receipt of the inbound
materials, the receiving function would obtain a summary of all anticipated returns. This summary
report would serve as the basis for validation (items, quantities, etc.) as well as provide direction
regarding storage locations and possibly disposition (return to stock, rework, resell as used, destroy,
etc.) after completion of the receipt. Storage/staging locations could vary depending upon the next
required action for the return materials.
Processes
Metrics

People
HS.0110 Receiving
3.2.54

Metric alignment refers to the organized and deliberate development of metrics across an
organization. The process starts with organizational/business or supply chain metrics then
decomposes to organizational processes at level-2, level-3, and further if desired.
Following are key traits that define good metrics:

Align to supply chain and business strategy
Have a clear line-of-sight to the customer or business objective
Provide a balanced view of performance
Unflinching measure of the truth data driven
Are actionable
Answer the questions
Where are we now?
Where do we need to be?
Aligning metrics can be accomplished by following these steps:

Define supply chains utilizing the SCOR methodology. This typically involves creating a matrix
of product family versus customer group (example)
Supply Chain Definition Matrix

Geography, Market and/or Customer
Retail Distributors Direct OEM Government
Food products X X X X
Technology Products X X
Durable Products X
Prioritize supply chain performance attributes as defined in the SCOR model. These are
Reliability, Responsiveness, Agility, Cost, and Asset Management Efficiency (Assets). This
step requires us to clearly document performance priorities by supply chain based on
competitive pressure and customer requirements.
Competitive Requirements
Retail Distributors Direct OEM Government
Reliability Superior Parity Parity Parity Parity
Responsiveness Parity Parity Superior Superior Parity
Agility Advantage Advantage Advantage Advantage Advantage
Cost Advantage Superior Advantage Advantage Superior
Assets Parity Advantage Parity Parity Advantage
3.2.55

The next step is to define key metrics for each supply chain. Utilizing the 5 performance
attributes as the framework we select appropriate SCOR level-1 supply chain metrics.
Performance Attribute Strategic Metric Current Performance

Reliability Perfect Order Fulfillment 79%
Responsiveness Order Fulfillment Cycle Time 9 days
Agility Upside Flexibility 110 days
Cost Total Cost to Serve 89%
Assets Cash-to-Cash Cycle Time 164 days
Once metrics are defined at the supply chain level (level-1), then operational metrics should be
selected or derived from this baseline. (See diagram below)
Processes
3.2.56

BP.075RMA is also known as "Goods Return Authorization (GRA)" in some countries.'

RMA establishes procedures and policy to clearly identify under which circumstances a return from a
customer will be accepted, and outline the steps to follow in order to process the return.
It is common or standard practice to establish RMA procedures and policy involving paperwork to be
submitted by the Customer using mail, fax or e-mail (and processed?)
Best practice is to enable customers to fill out RMA forms over the web, and submit requests to be
reviewed/processed electronically, cutting down the manual effort, processing time, and risk of error,
resulting in lower processing cost and better customer service.
When an RMA is approved, customer ships the product to the designated location in the specified
manner. Shipment recorded by the customer, acts as the advanced shipping notice for the receiving
department, which is informed about the scheduled delivery.
Processes

Metrics
3.2.57

Bar Coding allows faster and more accurate processing of returned materials. Receiving department
can easily identify the materials returned from customer and move them through the transfer
process.
ISO and IEC are the two organizations heavily involved in development of worldwide standards
related with usage of bar codes. The mapping between regular text or data and barcodes is called a
symbology. Initially, barcodes were used to represent any kind of written text by varying the width
and spacing of parallel lines. This type of barcode symbology is referred to as linear or one-
dimensional (1D). Later they evolved into other kinds of geometric patterns in two dimensions (2D).
Although 2D systems use a variety of symbols (such as rectangles, dots, hexagons, etc.), they are
generally referred to as barcodes as well. Barcodes were initially scanned by special optical
scanners called barcode readers. Over time, additional types of scanner devices and software
became available on devices including desktop printers and smartphones.
Business partners in a reverse logistics supply chain need to agree on type of bar code symbology,
size and location on packaging to facilitate use of bar codes in returns processing. This agreement is
established as result of collaboration between stakeholders, and technology to support this
agreement needs to be acquired and deployed. The implementation includes bar code printers and
readers depending on who will generate the barcode labels, and who will actually read the bar codes
to perform certain tasks such as receiving, shipping, inventory transfers, etc. Type of information to
be included on these labels depends on the process, and again needs to be agreed upon between
stakeholders.
Bar coding on the package or returned item that identifies the products, as well as the original sales
order number usually gets generated at the time the package is produced or shipped to the
customer. However, additional information such as Return Material Authorization number, quantity,
and reason for the return could be included on a new label as part of the return process.
Processes

Metrics
3.2.58

More and more companies are providing prepaid return shipping labels and instructions for return at
the time the product is sold and shipped to the customer. Common examples include: return if
customer is unsatisfied with merchandise, return of the empty container that the new full container
has replaced (e.g., printer cartridges), The return freight cost has been pre-negotiated, the original
shipping package can be re-used for the return, and once the return label is used further tracking is
also available via transportation companies using the tracking number pre-assigned to the label.
Processes

Metrics
3.2.59

Customers can track their shipment using the tracking number assigned by the carrier when they are
returning a defective product. If the same information is provided to the vendor during Return
Material Authorization process, receiving department can better plan for the receipt.
Processes

Metrics
3.2.60

Performance management (PM) includes activities that ensure that goals are consistently being met
in an effective and efficient manner. Performance management can focus on the performance of an
organization a department employee or even the processes to build a product or service as well as
many other areas. 3 things are required to achieve effective performance management:
The organization, department or employee must heave measurements that tell them what their
current performance is
The organization department or employee must also have a performance goal that is where do
they need to be
There must exist the means or methodology to adjust performance
Without basic performance management tools managing a supply chain is difficult or impossible.
Processes
3.2.61

Bowtie Risk Management is an approach to managing risk that involves separating management
into prevention and recovery actions.
Management starts with prevention by first identifying the trigger events that will lead to the risk
event occurring. Then you can identify ways to either: prevent or detect the trigger event or
disrupt the link between the trigger and the risk event. Management then moves to recovery
where you identify and improve the process to recover operations after the risk event occurs.
Bowtie Risk Management is best suited for managing complex risk events or events that can
have a significant impact on the supply chain. It provides a structure around preventing and
recovering from risk events. Bowtie Risk Management requires structured management of the
risk management process. The process should be executed with people familiar with the supply
chain operations in a disciplined setting.
Reliability The Bowtie approach results in better defined risk management programs
which will increase the reliability of operations.
Responsiveness None
Flexibility The Bowtie approach results in better defined risk management programs
which will increase the ability of the supply chain to respond to disruptive
events.
Cost The Bowtie approach results in better defined risk management programs
which will reduce the cost impacts due to risk events.
Asset Management The Bowtie approach results in better defined risk management programs
which will protect assets from loss due to risk events.

Technology Features: None
Other Success Factors: Applying the bowtie approach requires structured management of the
risk management process. The process should be executed with people familiar with the supply
chain operations in a disciplined setting.
Processes

3.2.62


Metrics

People

3.2.63

The continual improvement practice (CIP or CI) also often called a continuous improvement process)
is an ongoing effort to improve products, services and/or processes. Delivery (customer valued)
processes are constantly evaluated and improved in the light of their efficiency effectiveness and
flexibility.
Successful companies recognize that the path to excellence and competitiveness is best achieved
when the company culture embraces concepts of continuous improvement and incorporates these
into all daily activities.
Feedback -- The core principle of CIP is the (self) reflection of processes
Efficiency -- The purpose of CIP is the identification, reduction and elimination of suboptimal
processes
Evolution -- The emphasis of CIP is on incremental continual steps rather than giant leaps
Continuous Improvement efforts seek 'incremental' improvement over time or 'breakthrough'
improvement all at once.
Processes
3.2.64

Project management is the discipline of planning, organizing, securing, managing, leading and
controlling resources to achieve specific goals. Regardless of the methodology traditional project
management usually includes the following phases:
Initiation
Planning or development
Production or execution
Monitoring and controlling
Closing
Common project methodologies include:
PRINCE2 -- PRINCE2 is a structured approach to project management released in 1996 as a
generic project management method.
Critical chain project management -- Critical chain project management (CCPM) is a method of
planning and managing project execution designed to deal with uncertainties inherent in
managing projects while taking into consideration limited availability of resources (physical
human skills as well as management & support capacity) needed to execute projects.
Event chain methodology -- Event chain methodology is an uncertainty modeling and schedule
network analysis technique that is focused on identifying and managing events and event
chains that affect project schedules.
Process-based management -- Also furthering the concept of project control is the
incorporation of process-based management. This area has been driven by the use of Maturity
models such as the CMMI (capability maturity model integration)
Agile project management -- Agile project management approaches based on the principles of
human interaction management are founded on a process view of human collaboration.
Lean project management -- Lean project management combines principles from lean
manufacturing with agile project management to focus on delivering more value with less
waste.
Leading project management standards include:
Capability Maturity Model from the Software Engineering Institute.
GAPPS Global Alliance for Project Performance Standards -- an open source standard
describing COMPETENCIES for project and program managers.
A Guide to the Project Management Body of Knowledge from the Project Management Institute
(PMI)
HERMES method, Swiss general project management method, selected for use in
Luxembourg and international organizations.
The ISO standards ISO 9000, a family of standards for quality management systems, and the
ISO 10006:2003, for Quality management systems and guidelines for quality management in
projects.
PRINCE2, Projects IN Controlled Environments.
Association for Project Management Body of Knowledge
Team Software Process (TSP) from the Software Engineering Institute.
Total Cost Management Framework, AACE International's Methodology for Integrated Portfolio,
Program and Project Management.
V-Model, an original systems development method.
The Logical framework approach, which is popular in international development organizations.
3.2.65

IAPPM, The International Association of Project & Program Management, guide to project
auditing and rescuing troubled projects.
This list is not intended to be all-inclusive.
Processes
3.2.66

A process to regularly comparing the inventory-on-hand with the inventory recorded and reconciling
the differences. The ability to determine root causes of differences in inventory is required for an
effective inventory management. This process is can be conducted while the site is in operation (In
general there is no need to halt operations to support cycle counting).
The following definitions apply to cycle counting:
ABC Analysis: A process where the value of use (unit cost x consumption quantity) or production
(unit cost x production quantity) is used to determine the inventory management practices. Items
with the highest transactional value (A items) have tight inventory control with frequent inventory
verification. Items with the lowest transactional value (C items) have less stringent inventory control
and have less frequent inventory verification.
Hit: A cycle count in which the perpetual inventory record and the physical inventory count is within
tolerances set by this procedure (see section 5).
Miss: A cycle count in which the perpetual inventory record and the physical inventory count is not
within tolerances set by this procedure (see section 5)
Recorder Inventory or Perpetual inventory quantity: The book quantity (the quantity recorded in the
ERP system) of the material at the time of the cycle count.
Physical Inventory or Inventory-On-Hand: A process to compare the perpetual inventory quantity
with the physical inventory quantity of all materials at one time and reconciling the differences. This
process usually requires the operation to be shut down for the duration of the inventory process.
Overview of Process Steps:
Conduct ABC analysis for all raw materials, semi-finished, and Finished goods based on the
following criteria:
Category % of Transactional Value Typical % of materials

A Top 80% 20%
B Next 15% 30%
C Bottom 5% 50%
Note: This ABC analysis should be conducted annually or more frequently if the nature of the
operation changes significantly between annual reviews.
Make adjustments to the ABC analysis if business requirements require tighter inventory
control than is determined by the ABC analysis. Only upward adjustments from C to B or B to
A should be made.
Assign personnel who will be responsible for the cycle counting process at site/unit. There
must be clear delineation of authority between those who conduct the inventory count, identify
differences, and determine root causes and those who adjust the financial records.
Start cycle counting process. Cycle counting should be done on a regular basis, preferably
daily. Sites should strongly consider conducting a full physical inventory prior to initiating a
cycle counting process.
For those cycle counts that result in a miss or the value of the difference is >$10,000,
financially reconcile differences between perpetual inventory record and physical inventory. If
the cycle count results in a hit and the value of the difference is <$10,000, there is no need to
financially reconcile the differences.
3.2.67

If differences result in a miss for inventory record accuracy purposes, conduct root cause
analysis in addition to reconciling inventory records. Document the root cause analysis and
any corrective actions that result from the analysis in the sites corrective action systems.
Document that corrective action was completed. Minimum requirements for corrective action
documentation include the corrective action to be taken, the person(s) responsible for the
corrective action, an expected completion date, a description of the action taken, and an actual
completion date.
Calculate Inventory Record Accuracy (IRA) metrics monthly and on a 12-month moving
average basis. For those sites where a physical inventory has been completed within the past
year, calculate the average including only the months since the physical inventory.
Report IRA and inventory adjustments made as a result of cycle counting through line
leadership.
Processes
3.2.68

The practice of safety stock planning defines for every product at every location (strictly speaking),
Safety Stock is established for items that have Independent Demand. Dependent Demand (such as
parts or materials that are used in producing a Finished Good that has Independent Demand) would
not have safety stock. A minimum inventory level in order to protect from stock-outs. The inventory
level can be expressed in quantity of SKUs (static value) or days of supply (dynamic value). The
dynamic value is calculated using anticipated demand figures.
Safety stock planning has two purposes:
Shield from delays or quality issues on the supply side, which could not be forecast accurately,
or anticipated early enough
Cover unexpected demand
Safety stock planning balances the cost of stock-outs (in lost sales or expediting costs) with carrying
costs for the safety stock (see above) for a desired service level. Safety stock levels need to be
reviewed if patterns in demand or supply change or inventory carrying costs change. Safety stock
planning is most often applied to sourced material and other products with low volatility in demand.
Safety stock planning typically does not apply to make-to-order or engineer-to-order products, where
Safety Stock Planning would be applied at the to the component level. Single-level safety stock
planning calculates safety stock for every product and location independently. Multi-level safety stock
planning considers interdependencies between location products along the supply chain:
Bill-of-Material: Decide whether to keep inventory of a product or its components. Shift
inventory at component level, if few components can be assembled to many products at short
notice.
Distribution: Shift inventory from distribution centers to the producing plant if there are many
distribution centers with volatile demand whereas the total demand is less volatile, if
distribution centers can be delivered at short notice.
Multi-level safety stock planning minimizes the total inventory for a given service level.
Processes

Metrics
RL.3.36 Fill Rate

Time
CO.3.30 Cost to Balance Supply Chain Resources with Supply Chain Requirements
CO.3.50 Cost to Identify, Assess, and Aggregate Supply Chain Resources
3.2.69

Supply Network Planning is the integrated planning of all products of a supply chain over all relevant
locations. Supply Network planning attempts to fulfill all demand considering all relevant constraints.
For fulfillment, Supply Network Planning assigns available inventory, propagates demand to sourcing
locations, finds substitute products, or explodes Bills-of-Materials. Using MRP-logic, Supply Network
planning creates corresponding orders for supply such as purchase requests, purchases,
transportation orders, or production orders.
Supply Network Planning can consider constraints such as available location inventory, inventory
reservations, preferred vendors, preferred production sites, minimum inventory levels, preferred
routings, bills-of-materials, and durations for sourcing, production, material handling, and
transportation between locations.
In case of shortages, Supply Network planning can consider priorities between different types of
demand such as more or less important orders from customers, demand from forecast, or
replenishment orders, which maintain minimum inventory levels.
Supply Network Planning is a midterm planning practice. Typical planning horizons cover several
weeks or months.
Aggregations:
Demand, supply, and capacities are often aggregated into time buckets such as days, weeks,
or months. Alternatively demand and supply can be represented as individual orders.
Demand and supply for products can be aggregated into demand for product groups.
Machine capacities can be aggregated into machine groups.
Solution methods:
Multi-plant MRP: This approach executes MRP runs for every location. Dependencies between
locations are resolved by heuristic methods, e.g., pre-defining a specific sequence or by
executing more than one MRP run per location. Capacity constraints such as production
capacity are either ignored or resolved in a second step.
Linear and non-linear optimization: Demand, supply, and all constraints are translated into a
linear or non-linear optimization problem, which can be solved using appropriate algorithms.
These algorithms typically require a definition of time buckets, where demand, supply, and
constraints are aggregated.
Capable-to-match: In contrast to bucket-oriented optimization, capable-to-match prioritizes
individual elements of supply and demand and matches them in order of priority. It allows to
plan orders individually along the entire supply chain.
Reference SAP SCM APO or JDA I2 technologies
Processes

3.2.70

Metrics
RL.3.36 Fill Rate

Time
3.2.71

The ABC inventory classification system groups inventory by their turnover. 'A' items are the top 80%
of the total annual usage dollars, 'B' items make up the next 15% of total annual usage, and 'C' items
are the remaining items are the remaining 5%. This analysis serves as a base for directing a
planners attention and decision making. E.g., A-parts are planned more carefully or a company
expects more rebates from their suppliers for A-parts.
ABC inventory classification simplifies rules for planning and procurement operations as
corresponding rules are defined not for individual materials but for all A-parts, B-parts, and C-parts.
An extension to the ABC classification is the ABX-xyz classification, which in addition groups
inventory items by their demand pattern:
x: Regular demand, low volatility
y: Seasonal demand, high volatility
z: irregular demand
The result is a 3-by-3 matrix with a total of 9 classes, which allows to define business rules for
planning and procurement more individually.
Processes

sP2 Plan Source
Metrics
Time
AG.3.30 Current capital requirements (accounting policy)
3.2.72

3.2.73

The practice of 360 Degree Closure entails ensuring that all aspects of the Production Process have
been completed before hand over to the next stage in the Supply Chain.
Confirmation of actual activity consumed in production process (machine time, labor time,
energy, quality processing)
Check material usage (Goods issues, back flushing, miscellaneous usage)
Check all Goods Receipts from Production and confirm the final Goods Receipt
Check that the order cost balance/ variance (Credit from Production vs all Debits) is acceptable
Ensure that no further goods movements to the Order will be allowed
Ensure acceptance from/ handover to the relevant receiver (warehouse/ FG Stores/ Quality
Control)
Flag the Order as complete from a Production point of view.
Notes: Tight MAKE Order housekeeping ensures that upstream sourcing and downstream delivery
has a true picture of component requirements and finished goods availability respectively
Processes

sM1.5 Stage Product
Metrics
RL.3.58 Yield
RS.3.63 Manage In-Process Products (WIP) Cycle Time
3.2.74

People

HS.0046 ERP Systems
HS.0079 MRP Systems
HS.0099 Production
HS.0110 Receiving
3.2.75

The practice of 'Perfect Pick' Put away entails ensuring that when finished goods are in a position to
be picked for a Sales Order Delivery they are in the correct quantity in the correct physical location
and in the correct condition for a 'perfect pick'.
Check that the product is received in the correct quantity and in a Saleable Condition from
Production
If necessary check that the relevant Quality Management steps have been completed e.g.
Results have been recorded/a usage decision has been made.
Ensure that the relevant supporting documentation is available e.g. Certificate of Analysis.
Check that the Product has been stored in the correct quantity and in correct Storage Location
or Warehouse Bin and that all relevant Warehouse postings have been confirmed.
Notes: Ensuring that the put away of Finished Goods stock is such that the right quality and quantity
is in the right place means that the downstream pick process for the Customer Delivery is optimal.
Processes

sD1.9 Pick Product
sD2.9 Pick Product
Metrics

3.2.76
RS.3.47 In-stock %
RS.3.59 Manage Deliver Information Cycle Time
People

HS.0046 ERP Systems
HS.0110 Receiving
3.2.77

The practice of reviewing and maintaining MRP proposals by days of supply entails understanding
demand and the corresponding MAKE proposals and then monitoring the exceptions:
Evaluate Planned Orders for Production as per output from MRP with reference to oldest
demand
By exception validate MRP proposals matching demand and that business rules are satisfied
Reschedule where possible
Adjust proposal quantities and dates according to business intelligence e.g. S&OP input
Comments: Management by exception when understanding production proposals for a select
number of SKUs in a vast Production Range is key to an efficient planning process
Processes

Metrics
RL.3.38 Number of notices of violation received

RS.3.54 Manage Business Rules for PLAN Processes Cycle Time
RS.3.55 Manage Business Rules for Return Processes Cycle Time
RS.3.72 Manage PLAN Data Collection Cycle Time
People

HS.0046 ERP Systems
3.2.78

HS.0079 MRP Systems

3.2.79

The practice of evaluating Work Centre loading entails identifying bottlenecks in operations and then
evaluating the planned loads on these work centers:
Evaluate work center loading over the optimal horizon(s)
Evaluate pooled capacities and/or work center hierarchies.
Record relevant information for input to balancing processes.
Ensure all shift patterns efficiencies, breakdowns, maintenance shutdowns etc. are reflected in
the available Production resources
Processes

Metrics

People

HS.0046 ERP Systems
3.2.80

The practice of balancing and firming up production activities and available resources entails best
satisfying demand given the various resource, material and other restraints:
Schedule (manual or automatic) MRP Proposals (date and quantity) to optimize the given work
center loads within the agreed firm horizon.
Delete any proposals that cannot be satisfied within the firm horizon (to be regenerated outside
the firm horizon after next MRP run).
Record specific extraordinary items for input to S&OP
Comments: The assumption is that run times and available capacity is correct
Processes

Metrics
RS.3.13 Balance Production Resources with Production Requirements Cycle Time

Time
People

HS.0046 ERP Systems
HS.0079 MRP Systems
3.2.81

The practice of sharing the Production Plan with the Sales & Operations Planning Business
Process(es) as well as with any 'systems' e.g. ERP system ensures that the established plan is
clearly visible up and down stream on the Supply Chain
Publish the Plan to all stakeholders: short term plan for Production Execution, medium term
firm plan for procurement
Enable S&OP & System visibility of planned incoming receipts in form of released orders and/
or firm planned orders
Comments: Key to a plan is that all stakeholders have sight of the same plan! The sharing of the
plan through business processes as well as through a system e.g. ERP allows for the stakeholders
and the plan to flex and adapt to changes. Customer demands ensure constant change.
Processes

Metrics

RS.3.30 Establish Supply Chain Plans Cycle Time
RS.3.71 Manage Performance of Supply Chain Cycle Time
People

HS.0046 ERP Systems
HS.0079 MRP Systems
3.2.82


3.2.83

Characteristics-Based Forecasting (CBF) is a powerful tool that enables you to forecast demand on
both the product and the characteristics level. Configurable products have characteristics, which can
take several values. This value assignment is called configuration (of a product variant). Although
there may be many possible combinations, not all of these combinations are possible or you do not
want to produce several combinations. In characteristics-based forecasting, you can produce
demand plans for combinations of characteristic values or for individual values. You generally restrict
the characteristics used in CBF to those that are important for planning purposes.
Example:
Characteristics and values of a car: Color: White, red, blue, black Transmission: Stick shift,
automatic gear Fuel type: Regular, Diesel There are constraints between characteristic values.
Some combinations are not allowed. In the above car example, there may be no Fuel type = Diesel
allowed, if Transmission = automatic gear is selected, whereas Fuel type = Regular is allowed for
transmissions. Characteristic-based forecast allows forecasting on characteristic values. Supply is
later calculated also based on components derived from these values. Example of a characteristic-
based for the above car: Demand total for cars forecasted for next month: 1000 each Color: White
20%, red 10%, blue 20%, black 50% Transmission: Stick shift: 60%, automatic gear 40% Fuel type:
Regular 80%, Diesel 20% Planning would be inconsistent if constraints are violated in the
percentages. In order to avoid such inconsistencies, characteristic-based forecast allows optionally
defining partial combinations and forecasting them. Example of a 3 partial combinations for the
above car: Stick shift transmission with regular fuel: 40% Stick shift transmission with Diesel: 20%
Automatic gear transmission with regular fuel: 40% Note that the Color is not part of the combination
because it is not constrained by the other characteristics. Based on the total number forecast and
the percentages behind characteristic values and combinations, supply planning can plan supply of
components, reserve machine capacity, etc.
Processes
Metrics

3.2.84

The accuracy of the bills of material has a major impact on the accuracy of the financial statements.
If the Bill of Materials for products are incorrect the parts assumed to be in the products will be
incorrect which means that product costs will be wrong too.
The best way to implement bill audits is to tie them to the production schedule so that any products
scheduled to be manufactured in the near future are reviewed the most frequently. This focuses
attention on those bills with the highest usage though it is still necessary to review the bills of less
frequently used products from time to time. The engineering staff, the production scheduler, the
warehouse staff and the production staff can conduct the review. The reason for using so many
people is that they all have input into the process. The engineering staff has the best overall
knowledge of the product while the production scheduler is the most aware of production shortages
caused by problems with the bills and the warehouse staff sees components returned to the
warehouse that were listed in the bills but not actually used; the production staff must assemble
products and knows from practical experience which bills are inaccurate. Thus a variety of people
(preferably all of them) can influence the bill of material review process.
Measuring a bill of material includes several steps:
Ensure that the correct part quantities are listed
Verify that parts should be included in the product at all
Ensure correct subassemblies roll up into the final product
Accurately managing your bills of materials (BOMs) confirms that a company is building the right
product with the right parts meaning fewer errors less scrap and rework higher quality and better
cost control.
Notes: While this is considered a best practice experience suggests that some manufacturing
organizations do not always adopt routine reviews of BOMs. Errors are usually detected when other
supply chain risks emerge i.e. not enough product ordered incorrect product ordered.
Processes
sP2 Plan Source

Metrics

People
HS.0005 Assembly Process Design

HS.0043 Engineering
3.2.85


3.2.86

The practice of considering the following key points at the point of planning rather than at the point of
make; Distribution channels Locations from/to Mode of transport Paperwork required (legislative -
e.g hazardous goods) Any Duties/Taxes (as a cost) Warehouse strategy - is there enough capacity
to stock materials what affect will this have on my purchasing strategy with the supplier. Should I
obtain additional storage?
The Logistics and warehouse planning process need to be a subset of the overall Supply Chain
planning process that includes MRP (Material Requirement Planning) and DRP (Distribution
requirements planning). The input to the warehouse and logistics planning will need to flow from the
overall Supply chain plan.
Notes: Additional costs may occur through failure to consider this subject as early on in the planning
phase as possible. Experience to date suggests that many organizations undertake this practice just
before the deliver phase.
Processes
sP2 Plan Source

Metrics
RS.3.61 Manage Import/Export Requirements Cycle Time
RS.3.62 Manage Incoming Product Cycle Time
AG.3.51 Internal and External (3PL) storage capacity needed for current delivery
volume
AG.3.52 Internal and External (3PL) storage capacity needed for current return volume
AG.3.53 Internal and External facilities/storage capacity needed for current make
volume
People

HS.0048 Forecasting
3.2.87

HS.0089 Physical Distribution Systems
3.2.88

The practice of identifying suitable suppliers who are able to meet the planned requirements.
Consideration is usually given to the following points;
Is the supplier approved to supply product (aerospace/wind energy/automotive industry
driven)?
Does the supplier have the capability (new opportunity)?
Does the supplier have capacity?
What are the current supplier lead times?
Does the supplier have acceptable performance history?
Will the supplier need to be qualified?
What are the indicative prices (this is research and assumes no negotiation)
Once the answers to these questions are determined the purchaser/project team can determine risk
and actions required through the planning phase before formal sourcing actions are implemented.
Processes
sP2 Plan Source

Metrics

RL.3.17 % of suppliers with an EMS or ISO 14001 certification
RL.3.51 Supplier Mitigation Plans Implemented (percent)
AG.3.5 Additional demand sourcing-supplier constraints
AG.3.43 Current Sourcing/Supplier Constraints
People

HS.0094 Procurement
3.2.89

The practice of collecting and aggregating information required for decision-making, reporting and
analysis. In computing a data warehouse (DW or DWH) is a database used for reporting and
analysis. The data stored in the warehouse are collected from operational systems (such as
marketplace, sales etc.). The data may pass through an operational data store for additional
operations before they are used in the DW for reporting. The advantages of a data warehouse:
Maintain data history even if the source transactional systems do not.
Integrate data from multiple source systems enabling a central view across the enterprise. This
benefit is always valuable but particularly so when the organization has grown by merger.
Improve data quality by providing consistent codes and descriptions flagging or even fixing bad
data.
Present the organization's information consistently.
Provide a single common data model for all data of interest regardless of the data's source.
Restructure the data so that it makes sense to the business users.
Restructure the data so that it delivers excellent query performance even for complex analytic
queries without impacting the operational systems.
Add value to operational business applications notably customer relationship management
(CRM) systems.
The typical ETL-based (Extract, Transform, Load) data warehouse uses staging integration and
access layers to house its key functions. The staging layer or staging database stores raw data
extracted from each of the source data systems. The integration layer integrates the disparate data
sets by transforming the data from the staging layer often storing this transformed data in an
operational data store (ODS) database. The integrated data is then moved to yet another database
often called the data warehouse database where the data is arranged into hierarchal groups often
called dimensions and into facts and aggregate facts. The access layer helps users retrieve data.
Processes
Metrics

3.2.90

Strategic sourcing is an institutional procurement process that continuously improves and re-
evaluates the purchasing activities of a company. Typical steps in a strategic sourcing process are:
Assessment of a company`s current spend (what is bought where?)
Assessment of the supply market (who offers what?)
Total cost analyses (how much does it cost to provide those goods or services?)
Identification of suitable suppliers
Development of a procurement/purchasing strategy (where to buy what considering demand
and supply situation, while minimizing risk and costs)
Multi Source/shared volumes
Sub Contract
Supplier change
In House manufacturing
Negotiation with suppliers (products, service levels, prices, geographical coverage, etc.)
Implementation of new supply structure
Track results and restart assessment (continuous cycle)
Strategic sourcing includes more than the purchasing organization and how they interface with the
markets and suppliers they buy from. The best strategic sourcing efforts include an internal
component that educates the total organization in ways to interact with and derive optimum value
from the supply chain.
Note: This practice sits between supplier research (PLAN) and supplier selection (SOURCE),
therefore the boundaries of this task can sometimes be merged with these other tasks. Options can
be limited due to other constraints; this can lead to a minimal amount of time being spent on this
task. My view is that leading purchasing personnel will always go through this thought process and
evaluation to ensure that new opportunities are not missed
Processes

Metrics

RL.3.51 Supplier Mitigation Plans Implemented (percent)
People
HS.0094 Procurement
3.2.91


3.2.92

A procurement strategy is the planned approach of cost-effectively purchasing a company's required

supplies, taking into consideration elements and factors such as the timeline for procurement, the
funding and budget, the projected risks and opportunities.
To develop a procurement strategy or sourcing strategy, it is necessary to assess business
objectives, available and existing resources and supplies, budget and the timeline. A key is to make
sure that every detail contributes towards attaining the company`s established goals and objectives.
Another key item is to choose to making or creating the materials (or doing procurement
outsourcing).
Note: Influences on this practice will relate to how much time is available for the purchaser to
implement any such strategy.
Processes

Metrics

People
HS.0094 Procurement
3.2.93

A Pick List is a sequential list of all components and materials required to fill a specific production,
sales or interplant order. It often specifies the location in the warehouse that allows warehouse
personnel to efficiently locate and assemble material for orders ready for shipment and sometimes
consolidates requirements from more than one order. The idea is that you pick order items into
transport bins for the orders, then pack them, and then schedule the shipments.
A pick list is typically ordered by the location of the items in the warehouse, so that a `picker` is able
to go through the warehouse and retrieve the items in the same sequence as the pick list. The Pick
List can be as simple as a manually created excel spreadsheet or a report automatically generated
by a Warehouse Management system.
Processes

Metrics

People
3.2.94

Principles and process to continuously improve data quality and accuracy are in place that include
clear ownership and accountabilities for data, a defined process executed on a periodic basis to
review data quality and conduct root cause corrective action (RCCA).
Data quality accuracy or other metrics should be tracked to assess performance trends. Scope
includes data standards, master data management standards and system's application. Roles,
responsibilities and ownership of specific data fields identified and resourced.
Stage 1- Data quality is non-existent or not an organized field of activity in a business. Data
and data processing is siloed. Firefighting mode.
Stage 2 - Rules for data governance emerge, but the emphasis remains on correcting data
issues emphasis remains on correcting data issues
Stage 3 - Data governance processes are built into the foundation of the business
Stage 4 - Real-time activities and preventive data quality rules and processes emerge
Stage 5 - New initiatives are only approved after careful consideration of how the initiatives will
impact the existing data infrastructure. Automated policies are in place to ensure that data
remains consistent, accurate and reliable throughout the enterprise.
Relevant Metrics (external to SCOR):
# of Master Data Records Correct
Master Data Accuracy % = # of Master Data Records Verified x 100%
# of Required Fields Populated

Data Completion = # of Required Fields Verified x 100%
# of Data Fields Matching Value and Format

Data Consistency % = # of Data Fields Verified x 100%
Processes

3.2.95
A facility master plan is a document that describes an overall physical development concept through
maps and narrative. It provides a framework for the physical environment to include buildings. The
Facilities Master Plan document reflects a strategy to provide the facilities that support a companys
mission statement. The plan is guided by a vision statement and supporting goals.
The development of the master plan is in cooperation with strategic facility planning and starts with
the development of scenarios representing different priorities and criteria. It is best accomplished
with input from experts and all stakeholders. Components of a facility master plan include:
Regulatory analysis
Security strategy
Phasing plans
Cost projections
Environmental design
The master plan can include varying levels of detail but usually includes;
Zoning, regulation, covenant assessments
Space standards/benchmarks descriptions
Space use program
Workflow analysis
Engineering assessment/plan
Site plan
Architectural image concepts
Long term maintenance plan
Construction estimates
Phasing or sequencing plan
The master plan is often summarized as a colored site drawing and/or timeline of projects.
Processes
Metrics

3.2.96

The task management process is used to determine the resources and sequence of tasks for
complex delivery processes including aggregation and staging of products for shipment. Task
Management allows the company to forecast manpower, skill set and capital equipment needs to
comply with committed shipment dates.
Effective task management supposes managing all aspects of a task, including its status, priority,
time, human and financial resources assignments, recurrences, and notifications. These can be
lumped together broadly into the basic activities of task management.
As a discipline, task management embraces several key activities including:

Creative activities such as task planning, brainstorming, creation, elaboration, clarification,
organization, reduction, targeting and preliminary prioritization.
Functional activities regarding personnel, sales, quality or other management areas, for the
ultimate purpose of ensuring production of final goods and services for delivery to customers.
Project activities pertaining to planning and time and costs reporting.
Service activities pertain to client and internal company services provision, including customer
relationship management and knowledge management.
Performance activities pertain to tracking performance and fulfillment of assigned tasks.
Report activities pertain to the presentation of information regarding the other five activities
listed, including graphical display.
Task management software tools abound in the marketplace. Some are free; others exist for
enterprise-wide deployment purposes. Some boast enterprise-wide task creation, visualization and
notifications capabilities - among others - scalable to small, medium and Fortune 100 size
companies, from individual projects to ongoing corporate task management.
Processes

sP4 Plan Deliver
Metrics

People

3.2.97

Predictive Maintenance or condition-based maintenance attempts to evaluate the condition of

equipment by performing periodic or continuous (online) equipment condition monitoring. The
ultimate goal of Predictive Maintenance is to perform maintenance at a scheduled point in time when
the maintenance activity is most cost-effective and before the equipment loses performance within a
threshold. This is in contrast to time- and/or operation count-based maintenance where a piece of
equipment gets maintained whether it needs it or not. Time-based maintenance is labor intensive
ineffective in identifying problems that develop between scheduled inspections and is not cost-
effective.
The 'predictive' component of predictive maintenance stems from the goal of predicting the future
trend of the equipment's condition. This approach uses principles of statistical process control to
determine at what point in the future maintenance activities will be appropriate.
Most Predictive Maintenance inspections are performed while equipment is in service thereby
minimizing disruption of normal system operations. Adoption of Predictive Maintenance can result in
substantial cost savings and higher system reliability.
Processes

Metrics

3.2.98

Distributed Order Management plans the shipment of materials and finished goods from multiple
distribution points and/or multiple suppliers to customer locations. Distributed Order Management
helps reduce lead times, lower the cost of transportation and meet non-forecasted demand by
providing multiple delivery options to the planner.
Distributed order management plays key roles in customer experience by centrally brokering and
managing orders from multiple sales channels to ensure customer orders are executed to customer
expectations. The order management system also provides a 360-degree view of all of the
customer`s purchases across all of the seller`s channels which improves supply chain efficiency as
well as an improved customer experience.
Processes
sP4 Plan Deliver

Metrics

People
3.2.99

Product Development/Engineering groups should be in constant contact and communication with

disposition authority. Product Development/Engineering groups should be alerted of all disposition
decisions through automatic alerts/routings to adjust any technical documentation, configuration
management system, or product specifications if appropriate.
Processes

Metrics

3.2.100

The development of technical data is an inherent part of the engineering design, development and
manufacturing of products. New business practices that use digital methodologies and products
have demonstrated cost savings, process improvements, and expanded capability for
interoperability. This include the utilization of Portable Maintenance Aids (PMAs), Integrated
Electronic Technical Manuals (IETMs), Job Performance Aids (JPAs) and other forms of electronic
Technical Orders and Product Specifications to aid in identifying product condition. These tools
should have a tie to the PLM/Configuration Management system to ensure any changes to product
or system specifications are utilized in evaluating the product condition.
Processes

Metrics

3.2.101

Authorized returns are routed to central consolidation hubs or facilities, such as a 3rd Party Logistics
Provider (3PL), nearest to the customer. `Gatekeeping` function routes product to the right location,
eliminating the need for sorting at the hub. Consolidated shipments of repair and disposal are
transferred to the appropriate location in larger volumes, thus reducing handling, overall processing
time, and associated processing/transportation costs
Processes

Metrics

3.2.102

A cross-functional team is a group of people with different functional expertise working toward a
common goal. It may include people from sales and marketing, finance, operations, human
resources and IT departments. Typically it includes employees from all levels of an organization.
Members may also come from outside an organization (in particular from suppliers, key customers
or consultants).
Cross-functional teams often function as self-directed teams responding to broad but not specific
directives. Decision making within a team may depend on consensus but often is led by a manager/
coach/team leader.
Processes
3.2.103

The functional group responsible for accepting and managing the customer quotation should have
the information and systems that would support the following capabilities:
Ability to provide immediate pricing and associated pricing discounts for various quantity
breaks (for both similar items and mixed orders, if applicable).
Ability to provide approximate lead time estimates on all items/order lines. This would include
fulfillment estimates according to original customer requirement, as well as adjusted/negotiated
dates, if applicable.
Ability to quote pricing and lead time not only on requested items/quantities, but also the ability
to provide alternative quotations without losing or altering the original quotation.
Ability to convert initial or subsequent quotations directly into firm orders.
Ability to identify and provide alternative quotations based on additional configurations that
would provide similar performance at lower cost, etc.
Typically an organization`s customer service group would manage this practice. However, in the
event that a functional group other than the customer service or order management group is
responsible for this process element (e.g. commercial pricing group, etc.), then the ability to
seamlessly move customer quotes between internal functions is also a critical element of this
practice.
Processes
Metrics
RS.3.100 Process Inquiry & Quote Cycle Time
People

3.2.104

Transportation Management System (TMS) applications are used by major corporations to optimize
plans and manage inbound and outbound logistics. The TMS controls and automates the entire
logistics process end to end, reducing errors and assuring the best price and routing are always
selected. TMS capabilities include:
Rate and service data base to shop and optimize shipment
Shipment creation, either manual or electronically directly from ERP system
Electronically tender shipment to carrier
Electronically prepare all necessary trade documents
Real-time shipment visibility across carriers via web-based tracking from shipment acceptance
to final delivery
Company routing guide instructions
Centralized data repository for all shipments regardless of carrier or mode
Coordination of manufacturing scheduling and shipment optimization
Provide visibility
A Transportation Management System generally is part of or integrated with the ERP (Enterprise
Resource Planning) system.
Processes

Metrics

People

3.2.105


3.2.106

Expedited logistics (or express logistics) is the process that occurs when delivery plans are revised
as a result of delays in shipments, critical orders inside standard lead times or the requirement for
replacement parts. The standard practiced used in most industries is telephone or fax individual
carriers (ocean, trucking and air) to determine the best price to delivery combination that fits within
the delivery schedule. The change in standard process results in substantial increases in
transportation costs and time.
Processes

sP4 Plan Deliver
Metrics
People
3.2.107

Production flexibility, and being able to produce different mixes or a variety of products quickly,
without sacrificing efficiency at lower volumes of production, is one of the core tenets of being make
to order. The Generation of Dynamic Bills of Materials (using IT Application) based on customer
order requirements & specification, product and customer rules allows not only the substitution of
different raw material types on the fly, but also allows the flexibility of complete reinvention for once
off production requirement. This Bill of materials drives the manufacturing/assembly process, shop
floor scheduling, inventory planning, resource allocation and cost calculations and is used for a
single order only.
Processes

sM3.5 Package
Metrics
3.2.108

Vendor-managed inventory (VMI) is a family of business models in which the buyer of a product
provides certain information to a supplier of that product and the supplier takes full responsibility for
maintaining an agreed inventory of the material usually at the buyer's consumption location (usually
a store). A third-party logistics provider can also be involved to make sure that the buyer has the
required level of inventory by adjusting the demand and supply gaps.
VMI makes it less likely that a business will unintentionally become out of stock of a good and
reduces inventory in the supply chain.
One of the keys to making VMI work is shared risk. In some cases if the inventory does not sell the
vendor (supplier) will repurchase the product from the buyer. In other cases the product may be in
the possession of the buyer but is not owned by the buyer until the sale takes place meaning that the
buyer simply houses (and assists with the sale of) the product in exchange for a predetermined
commission or profit (sometimes referred to as consignment stock).
VMI helps foster a closer understanding between the supplier and manufacturer by using Electronic
Data Interchange formats EDI software and statistical methodologies to forecast and maintain
correct inventory in the supply chain.
Processes

sP2 Plan Source
sP4 Plan Deliver
sD1.5 Build Loads
sD2.5 Build Loads
sD3.5 Build Loads
3.2.109

The practice of combining customer deliveries with customer pick-ups for returns or re-distribution. In
high-tech industry, it is common to combine service delivery with pick up/replacement of defective
product at customer site. Additionally companies may combine pick up of return materials (defective
or excess) or coordinate it with regular customer shipments, in order to optimize transportation.
Processes

Metrics

Center
3.2.110

The practice of buying insurance for high value excess inventory return shipments.
Processes

Metrics

AM.3.10 Defective product disposition costs as % total Source Return cost
3.2.111

Automated supply chain management systems allow verification and identification of over shipped
product at time of receiving. Comparison against Purchase Order tolerance levels is normally done
automatically by the system. This information (i.e., the quantity flagged by the system as excess)
can be used to take action based on policies and business rules related to the return process.
Depending on company policies and agreement between the parties involved, over shipped product
can be shipped back immediately or sent to a return location identified to continue with the next step
in the process.
Notes: Over Shipments (receipt of material exceeding the order quantity, inclusive of tolerances in
the PO) are a receiving issue against PO requirements.
Processes

Metrics

Center
3.2.112

Collaboration between supply chain partners can be facilitated using a supply chain visibility system.
This allows supplier to see requirements and inventory levels at customer site, highlighting any
potential excess inventory. Similarly, customer can easily identify supply/demand variations and take
necessary action to return excess inventory if needed.
Notes: This should be considered a standard, or perhaps declining practice due to its after-the-fact
identification of excess to be returned. It would be emerging if the process involved avoidance of
excess via close linkage of information between supplier and customer. A Kan-Ban approach is one
way to provide just-in-time material while pro-actively minimizing excess inventory exposure.
Processes

Metrics

3.2.113

The practice of using web-based or email alerts (containing ERP insights) to inform key supply chain
partners about inventory levels and projected demand for key materials (supply and demand
imbalance). Predetermined thresholds (typically analyzed in terms of days of supply) need to be
identified and agreed upon. Automated alerts can then notify decision makers when inventory reach
upper and lower thresholds until action to correct the supply and demand imbalance.
Processes
sP5 Plan Return

Metrics

3.2.114

The practice of recovering the cost of materials and incremental cost occurred to return, repair and
resend a return part to the supplier of the failing component. When a defective product is returned by
a customer, an analysis to identify the source of the problem usually takes place. If the defect is
determined to be related with to a component purchased from a vendor, the process of recovering
part or all of the cost from the vendor is typically called 'Vendor Recovery'. Further collaboration with
vendor to prevent similar instances in the future, or improve quality can also be considered.
Notes: A prerequisite for this practice is a written agreement with affected suppliers that includes
details related to the warrantable conditions, excluded items (if any, such as expendables), the
period of warranty coverage, when such period commences, and the extent in which some or all of
the buyers associated direct and indirect costs are reimbursed by the supplier.
Processes

Metrics

3.2.115

In order to better facilitate return process, and provide additional information about agreed upon
return policies, it is common to include return policy together with the shipping documentation. This
clearly identifies terms and conditions, and what kind of action should be taken in case of a return.
Notes: This practice is probably best suited for shipment of product intended for end customers, and
not component product being shipped to an OEM. Return policies are mow more often kept on
supplier websites and referenced in documentation provided.
Processes

Metrics
3.2.116

Products that are deemed obsolete capital assets have typically not sold in some time, and are at
the end of their shelf life. When capital assets become obsolete, wear out or become outdated, their
capital assets should be disposed of.
To identify obsolete inventory, a company should conduct regular inventory review meetings. A
manager and an accounting official to attend a meeting to go over expense reports. They should
review inventory-ordering information on the companys expense accounts. Payables should be
reviewed to find the listing of products purchased by your company. The payables should be sorted
by last-used date or where used. Products with no dates listed, or very old dates, are likely part of
obsolete inventory. Also, if the inventory does not have a location under the "where used" heading, it
will also likely be considered obsolete. After finding obsolete inventory, team members can decide
how to move or liquidate the products.
Processes
Metrics

AM.2.8 Inventory
AM.3.8 Average age of Excess Inventory
3.2.117

The practice of requesting prices from a number of suppliers for a particular product or service. The
prices are compared to the existing supplier in order to determine whether the current price paid is
representative of the market/industry.
An informal research approach by the purchaser. If an existing supplier contract is for many different
materials/ or service requirements, usually only a sample of those materials/service requirements
are used to test the market price. When agreeing a medium term, formal contract with a supplier it is
useful to include a clause that allows the purchaser the opportunity to benchmark against the
market, which in turn allows the opportunity to discuss pricing concerns with the existing supplier.
Notes: Caution must be taken when undertaking a benchmark exercise as spot rate analysis based
on a selection of products does not always return comparable results.
Processes

Metrics

People

3.2.118

The practice of issuing an invitation to tender to a number of suppliers who have the capability to
supply a product or service. The tender can also be advertised for any qualified supplier to
participate in, this is more common in the public sector.
This practice creates competition and enables the purchaser the opportunity to compare and
evaluate a number of suppliers on comparable data. Widely used to purchase services and in some
countries to meet competition/purchasing standards. More commonly used where multiple suppliers
exist.
A comprehensive tender document will include the terms and conditions of the tender, the
purchasers company terms and conditions, the specification of services or materials required and a
forecast of service quantity requirements.
A transparent purchasing contract method that demonstrates due diligence to any external auditor.
Comments: This task can be quite time consuming however investment in this practice is important if
the contract is a medium term contract and of high value.
Processes

Metrics

People

HS.0094 Procurement
3.2.119

Total Preventive Maintenance (TPM) is a production management approach that places the
responsibility for routine maintenance on the workers who operate the machinery rather than
employing separate maintenance personnel for that function. It encompasses both breakdown
maintenance policy that involves dealing with problems as they occur and attempting to reduce their
impact on operations and preventive maintenance policy that involves using such measures as
inspecting cleaning adjusting and replacing worn parts to prevent breakdowns from occurring in the
first place.
Preventive maintenance is performed periodically in order to reduce the incidence of equipment
failure and the costs associated with it. It should be scheduled to avoid interfering with production.
Common methods of planning preventive maintenance are based on the passage of time on the
amount of usage the equipment receives and on an as-needed basis when problems are uncovered
through inspections. Ideally preventive maintenance will take place just before failure occurs in order
to maximize the time that equipment is in use between scheduled maintenance activities.
The decision of how much maintenance to perform involves the age and condition of the equipment
the complexity of technology used the type of production process and other factors. For example
managers would tend to perform more preventive maintenance on older machines because new
ones have only a slight risk of breakdown and need less work to stay in good condition. It is also
important to perform routine maintenance prior to beginning a particularly large or important
production run.
In TPM production employees are trained in both operating procedures and routine maintenance of
equipment. They perform regular inspections of the machinery they operate and replace parts that
have become worn through use before they fail. Since the production employees spend so much
time working with the equipment they are likely to pick up small signals that a machine is in need of
maintenance. Among the main benefits of TPM is that employees gain a more complete
understanding of the functioning of the system. TPM also gives them increased input into their own
productivity and the quality of their work.
Processes

3.2.120

The practice of evaluating a supplier. A thorough supplier evaluation process will consider pricing,
supplier structure and sustainability, supplier capability, supplier fit with company, acceptable
contract terms and conditions.
A robust evaluation toll should be used which attempts to remove as much subjectivity as possible.
Weighting can be given to certain evaluation criteria based on the importance to the purchaser.
Price, Quality, Culture, Performance, Location etc.
An evaluation committee should jointly agree on the overall evaluation score. Members of the
committee should include key stakeholders, purchasers and individuals who may not have a direct
interest in the outcome but who are able to ask probing questions and challenge the norm.
This task should not be confused with evaluation of supplier materials (trials).
Processes

Metrics
CO.2.2 Cost to Source

CO.2.3 Cost to Make
CO.2.7 Mitigation Cost ($)
CO.3.16 Assessment / Risk Management Costs ($)
CO.3.45 Cost to Identify Sources of Supply
People

HS.0094 Procurement
HS.0137 Strategic Planning
3.2.121

The management approach focused on addressing performance gaps by the identification and
elimination of a limited number of bottlenecks (of a supply chain). Theory of Constraints is based on
the following paradigms:
The purpose (goal) of a business is to "make money, now and in the future"
The rate of goal achievement is limited by at least one constraining process
A chain is no stronger than its weakest link
Theory of Constraints recommends five focusing steps of continuous improvement:
Identify the constraint - find the equipment, people or policy that prevents the supply chain from
achieving its goals;
Decide how to exploit the constraint - how to get the most capacity out of the constrained
process;
Subordinate all processes to the decision in step 2 - align the whole supply chain to support
the decision;
Elevate the constraint - make other major changes needed to break the constraint;
If, as a result of these steps, the constraint has moved, return to Step 1.
Theory of Constraints implements buffers before constraints to avoid the constrained process is
waiting for other processes to complete. Processes with greater variance require larger buffers.
(Combination of six sigma - a methodology focused on reducing variance of processes - will have
synergetic effects). These buffers are mostly inventory of materials waiting to be processed by the
constrained process. In supply chain inserting inventory is generally a hard sell, however the buffer
inventory is significantly less than the inventory reduction further downstream.
The Drum-Buffer-Rope is the approach to analyze the manufacturing process:
Drum - the physical constraint of the supply chain
Buffer - the buffer that ensure the drum has work
Rope - the scheduling process that releases orders to the drum one buffer time before due
Theory of Constraints was first introduced by Dr. Eliyahu M. Goldratt. Implementation of Theory of
Constraints shifts viewing the whole as dissected silos, to identifying and maximizing the system's
intrinsic flow.
Processes

Metrics

3.2.122

The practice where the planning of inventory levels and the scheduling of deliveries to the customer
is performed by the supplier of the materials or goods. VMI implementations require a Make-to-Stock
inventory strategy for the goods or materials managed using VMI. Vendor Managed Inventory
requires contractual agreements that stipulate the service level agreements and/or desired inventory
levels.
Trust is a major requirement of VMI, for both supplier and customer in the relationship. Supplier may
need to disclose lead times and VMI processes. Customers may need to disclose historic, current
and future demand - including trends and seasonality. Implementation includes establishing process
documentation, modification of contractual agreements and information technology changes.
Notes: VMI by itself does not change the point of ownership transfer, nor does it change the location
of the inventory. VMI changes the responsibility of the process that determines when materials/
goods need to be replenished and the scheduling of the replenishments. The supplier is the
manager of the inventory. Vendor Managed Inventory can be combined with Outsourced
Warehousing and Consignment Inventory to increase benefits. For example if the supplier is both
manager and owner of the inventory (i.e. VMI plus Consignment Inventory) then it may be referred to
as `Vendor Owned Inventory` or VOI.
Related inventory management practices: Consignment Inventory, Outsourced Warehousing
Processes
Metrics

People
3.2.123

The practice of requiring the issuance and usage of a return authorization number to (ship and
accept the) return of goods or materials. This practice requires the policy: 'No return without a return
authorization number'. The Return Authorization Required practice improves warranty reporting,
reduces the risk of fraud and improves the overall cost related to return processes and fraud.
Alternative names: Return Material Authorization, Return Merchandize Authorization, Goods Return
Authorization
Notes: The request for a return authorization number is generally made by the customer or
consumer. Return Authorization Required practice can be automated using bar coding technology.
Processes

Metrics

RS.3.105 Receive Excess Product Cycle Time
CO.2.5 Cost to Return
CO.3.20 Cost per request authorization
CO.3.24 Cost to Authorize Defective Product Return
CO.3.25 Cost to Authorize Excess Product Return
People

3.2.124

Proactive Return Authorization is the practice where a return authorization number is issued at the
time of ordering or shipment of the goods to the customer. The proactive issuance of a return
authorization number reduces the time, cost and possible errors associated with the process to
receive and validate a return authorization request and issuing the authorization. This practice
requires the policy: "No return without a return authorization number".
Notes: The customer does not need to make a request for a return authorization number as the
supplier is providing the number by default or proactively based on a certain logic. E.g. Amazon
shipments include a return authorization and return shipping label.
Processes

Metrics

People

3.2.125

Remote Return Authorization is the practice where identification of the state of materials/
merchandize and the disposition decision takes place at the customer or in the store (on behalf of
the supplier). Making the disposition decision at the customer or in-store eliminates the cost of
shipping and handling of the materials/merchandize for materials/merchandize do not need to be
returned and/or disposed.
Implementation of the remote return authorization practice requires the clear establishment and
communication of rules and instructions for the identification, disposition and authorization of returns,
replacement, repair and/or reimbursement. This practice generally imposes reporting requirements
on the party that performs the remote inspection and authorization.
Processes

Metrics

People

3.2.126

The practice of issuing notices to consumers/customers requesting the return of goods or materials
due to possible defects or damages to products shipped. This includes notifying distributors,
intermediaries or channel partners that may hold these goods for resale purposes. The purpose of
preventive returns is to protect name brand, avoid injury or disruption of operations of the supply
chain itself or its customers and avoid associated cost.
Examples of preventive returns include recalls in the automotive, electronics and food industries.
Notes: This practice may in certain cases be required by law. Not all preventive returns are required
by law though. The severity and risk strategy of the company may determine the application of
preventive returns.
Processes

Metrics

People

3.2.127

The practice of issuing a 12 month rolling picture of demand to the supplier. The schedule usually
includes a fixed window of time where no change should be made, a flexible window where it is
acceptable to change +/- qty or delivery time and a forecast window which gives the supplier an idea
of future plans. The schedules are reviewed regularly i.e. monthly. This collaboration may enable
vendors to provide a higher level of service at a lower cost.
Usually a formal contract has been agreed with the supplier on the price, specification and delivery
volumes, and so strategic purchasing focus on the commercial points and an operational purchaser
focuses on managing the order requirements and demands of production. Proven to be two very
different skill sets, but equally important.
The expectation is that lead times become reduced as suppliers are able to forward plan resources,
with less surprises. Used in industries which have regular purchases of product. Beneficial to those
industries that must manage variation and changes.
Processes

Metrics

3.2.128

People

HS.0046 ERP Systems
HS.0048 Forecasting
HS.0140 Supply Chain Leadership
3.2.129

The practice of inspecting goods upon receipt for any delivery discrepancies such as:
Damage
Incorrect quantity to purchase order
Incorrect quantity to delivery paperwork
Paperwork is complete and correct
Tests or samples of some materials are taken
If any check shows a discrepancy the goods may be quarantined or rejected following the returns
process. The return process will need to ensure that Vendor provides credit for goods returned.
Processes

Metrics

AM.3.2 % of material that has a valid
AM.3.30 Percentage Defective Inventory in Return Authorization
People
3.2.130

HS.0110 Receiving
3.2.131

Implement the established SCRM Strategies by allocating appropriate budget, deployment of human
resources and utilization of suitable tools. The results of implementation should be captured and
compared against desired outcomes for each metric.
Processes
Metrics

People

3.2.132

A risk register captures all the risk exposure for a supply chain, once the risks are identified
and assessed in terms of probability of occurrence and impact. While developing this register,
organization often follow the practice of grouping of risk like operational risks, technical risks,
financial risks, legal risks, brand risk, environment risk, safety & health risk etc. and then identify
specific supply chain risk and capture the impact of these specific risks on the key groups.
A risk matrix is then developed by plotting probability of occurrence on one axis and impact on
the other axis. For each supply chain risk identified, populating it on the matrix will help arrive at
a risk rating for each risk which in turn helps in prioritizing.
The following is an example of identifying risk, assessing them and categorizing them into a Risk
Register. The cost impact magnitudes, probability breakdowns and category assignments can
be adjusted based on your company size and risk complexity.
ID Process Risk Identification (Event) Risk Assessment Category

Probability Impact VaR
1 Source Plastic Strip supplier shut down by labor 10.0% $5,000 $500 Cat 5 (G)
strike
2 Plan Out of stock incidents with the 25.0% $1,000 $250 Cat 5 (G)
distributors
3 Make Packing Equipment Failure 85.0% $13,000 $11,050 Cat 3 (B)
4 Deliver Increased delivery costs due to high price 95.5% $10,000 $9,550 Cat 2 (O)
of fuel
Total Risk Magnitude (VAR) $21,350
Risk Categories
Risk Category Million USD

Cat 4 (P) Cat 2 (O) Cat 2 (O) Cat 1 (R) Cat 1 (R) > 500
Cat 4 (P) Cat 3 (B) Cat 2 (O) Cat 2 (O) Cat 1 (R) 100 500
Cat 5 (G) Cat 4 (P) Cat 3 (B) Cat 2 (O) Cat 2 (O) 50 100
Cost Impact
Cat 5 (G) Cat 4 (P) Cat 3 (B) Cat 3 (B) Cat 2 (O) 10 50
Cat 5 (G) Cat 5 (G) Cat 4 (P) Cat 3 (B) Cat 3 (B) 5 10
Cat 5 (G) Cat 5 (G) Cat 5 (G) Cat 5 (G) Cat 5 (G) 0.5 5
Unlikely Low Moderate High Very High
Probability
3.2.133

Risk Priorities Risk Category Color
Priority 1 Category 1 Red (R)

Priority 2 Category 2 Orange (O)
Priority 3 Category 3 Blue (B)
Priority 4 Category 4 Purple (P)
Priority 5 Category 5 Green (G)
Processes
Metrics

AG.2.23 Individual Process Area Event Rating (EVAR) ($)
People
3.2.134

Real time package tracking refers to technology that allows packages and other types of assets
including vehicles to be tracked utilizing GPS, cellular phone or other networks. A device such as an
RFID or M2M antenna is attached to the package/asset. Typically customers can login to a web
interface and determine the location of their packages including information such as current
trajectory and travel history vehicle speed package temperature and level of light exposure.
Alerts may be established that notify customers or owners when a package has been picked up is in
transit and has been successfully delivered. Utilizing self-powered GPS trackers placed either
individually in packages sporadically throughout a related shipment or within courier satchels and
vehicles Customers can track the exact location of their shipment at any given time. When GPS
signals are unavailable tracking devices automatically default to the cellular network and relay their
positions through the closest cell tower.
Processes
3.2.135

Production-related ADC is an enabler for many of the MAKE level 3 and 4 process elements. Similar
to other types of ADC that support other SCOR processes (e.g. DELIVER RETURN etc.) the actual
data capture format/technology can take many forms. The most common format includes bar codes
associated with a bill of materials (BOM) or production order. The BOM is scanned at multiple points
in the process to track multiple statuses and performance measures.
Common examples of MAKE process data captured in ADC include the following:
Inventory issuances/allocations and on-hand levels
Order completion status - Labor requirements/tracking
Process cycle and dwell times - Asset efficiency data
Quality data
Data from this type of ADC is transacted (both transmitted and received) on a real-time/or near real-
time basis in order to support other ERP functionality (e.g. order and inventory management
planning/ scheduling etc.)
Processes

sM1.4 Package
sM2.4 Package
sM3.5 Package
Metrics

3.2.136

The term standard operating procedure, or SOP, is used in a variety of different contexts, including
healthcare, aviation, education, industry, and military.
The U.S. military sometimes uses the term Standing rather than Standard Operating
Procedure, because a military SOP refers to a unit's unique procedures, which are not necessarily
standard to another unit. "Standard" could imply that there is a one (standard) procedure to be used
across all units.
An SOP is a written document or instruction detailing all steps and activities of a process or
procedure. An SOP provides employees with a reference to common business practices, activities,
or tasks. New employees use an SOP to answer questions without having to interrupt supervisors to
ask how an operation is performed. The international quality standard ISO 9001 essentially requires
the determination of processes (documented as standard operating procedures) used in any
manufacturing process that could affect the quality of the product.
Well-documented SOPs help ensure consistency in process execution and provides an effective tool
for documenting process steps and their sequence, business rules, best practices, and exception
handling, as well as who is responsible.
Processes

3.2.137

The CPFR reference model provides a general framework for the collaborative aspects of
planning, forecasting and replenishment processes. The model is considered a 'guideline' for trading
partner collaboration which should be tailored specially for the industry and company readiness and
maturity.
CPFR defines eight collaboration tasks:
Collaboration Arrangement is the process of setting the business goals for the relationship
defining the scope of collaboration and assigning roles responsibilities checkpoints and
escalation procedures.
The Joint Business Plan then identifies the significant events that affect supply and demand in
the planning period such as promotions inventory policy changes store openings/closings and
product introductions.
Sales Forecasting projects consumer demand at the point of sale.
Order Planning/Forecasting determines future product ordering and delivery requirements
based upon the sales forecast inventory positions transit lead times and other factors.
Order Generation transitions forecasts to firm demand.
Order Fulfillment is the process of producing shipping delivering and stocking products for
consumer purchase.
Exception Management is the active monitoring of planning and operations for out-of
bounds conditions.
Performance Assessment calculates key metrics to evaluate the achievement of business
goals uncover trends or develop alternative strategies.
Based on this general framework CPFR addresses collaboration scenarios (such as replenishment
collaboration or collaborative assortment planning), collaboration roles (assigning responsibilities for
the collaboration activities) and organizational implications for the partnering companies.
CPFR is a registered trademark of VICS.org
Processes
Metrics

3.2.138

Just in time (JIT) is a production strategy that strives to improve a business return on investment by
reducing in-process inventory and associated carrying costs. Just-in-time is also known as the
Toyota Production System. Just-In-Time processes rely on signals or Kanban between different
points in the process which tell production when to make the next part or tell a supplier when to
make the next delivery. Just-In-Time focuses on making materials or products available just before
they are needed.
Kanban are usually 'tickets' but can be simple visual signals such as the presence or absence of a
part on a shelf. Kan-bans are constructed to maximize frequency of delivery and minimize inventory.
Implemented correctly JIT focuses on continuous improvement and can improve a manufacturing
organization's return on investment quality and efficiency. To achieve continuous improvement key
areas of focus could be flow employee involvement and quality.
Notes:
Just-In-Time like Lean Manufacturing remove inventory buffers from the system. When a shortage or
unpredicted delay occurs JIT opponents say this may negatively impact the Agility of a JIT
production process. In recent years manufacturers have continued to try to hone forecasting
methods such as applying a trailing 13-week average as a better predictor for JIT planning, however
some research demonstrates that basing JIT on the presumption of stability is inherently flawed.
Processes

3.2.139

Make to Order approach is utilized in cases of high value and highly customized items. This
approach originated from the high holding cost for raw material WIP and finished goods for highly
technology oriented products like automobile computer servers medical and weather forecasting
machinery and other industries. Make to Order strategy is adopted to deliver against the
specifications of a customer Order.
It calls for technical skills and know-how to develop a supplier network to identify the companies
suitable for Make to Order and Make to Stock scenario vendors. Besides it is difficult to identify the
point where stock is a part of Make to Order and not included as make to Stock inventory. This
point is called decoupling point.
Goods Receipt: Made to Order good receipt may be calculated back from the customer required
date of the materials or Supplier delivery dates from the point of view of finished goods the model
may work as like this:
Goods Receiving Date of the raw material in the store = Customer expected date - (Transport lead
time of the finished good + Quality inspection time for the finished goods + Shipping time of the
finished goods + Manufacturing time of the FG + receiving time of Raw materials in the store)
The point of view of the Raw materials receiving from Supplier delivery dates
Goods Receiving Date of the raw material in the store = ( Delivery date on the purchase Order -
Transportation lead time of the Raw materials - GR processing time in the Raw material store)
Here the inspection of raw materials is considered at raw material supplier firm. Few related aspects
to Goods receipt in Make to Order approach are:
Production Line Sequencing
Lot Tracking and Goods Inspection
Manufacturing and scheduling count on Production Line Sequencing.
The scope of Material requirement planning in all the advanced ERPs like SAP, Oracle, etc., give
effective ways to schedule manufacturing for Make to Order stocks.
Lot Tracking -- Various industries like biotech/pharmaceuticals foods chemicals and automobile
ancillary track their products with lot/batch numbers. We can find on the foil of a pharma products a
Batch/Lot no. The lot number allows the manufacturer to track a batch of the product which was
produced in a manufacturing run or at a particular time in case there are quality or warranty issues in
future.
All the advanced ERPs like SAP Oracle apps etc. enables the business to create or use lot numbers
and associate them with your inventory items when the inventory is received or manufactured. It will
then track the inventory through sales and shipping and allow business to search for sales orders
shipments receipts deliveries with a batch/ lot number.
Goods Inspection -- Pre shipment inspection forms a part of quality assurance between the goods
supplier firm and ultimate customer. Some of the aspects that is checked are:
Quantity of the goods/number of packages
Quality and make of the products.
Compliance with the order specification at random or 100% quality check.
Compliance with the destination country standards.
Comments:
3.2.140

The main advantage of Make-to-Order is the ability to meet the customer order specifications and
reduction of risk of raw material, WIP and finished goods stock holding. Demand fluctuations have
adverse effect on products made to customer orders causing a reduction of capacity utilization.
To mitigate inventory holding risk for finished goods and raw materials a proactive demand
management should be in place to balance Make to Order and Make to stock inventory. There are
effective modes like ABC analysis, 80/20 system to analyze and take a decision to maintain the
inventory levels to cater to future demand.
Processes
Metrics
People
HS.0046 ERP Systems

HS.0048 Forecasting
3.2.141

The practice of exchanging workflow related documents - such as forecasts, purchase orders, order
confirmations, work orders, inventory adjustments, and invoices - via electronic standard messages.
EDI stands for Electronic Data Interchange. It is the application-to-application transfer of business
documents between computers. The transfer of files requires that the sender and receiver agree
upon a standard document format for the document that is to be transmitted. EDI is the electronic
communication of business transactions such as orders confirmations and invoices between
organizations. Third parties provide EDI services that enable organizations with different equipment
to connect. Although interactive access may be a part of it EDI implies direct computer-to-computer
transactions into vendors' databases and ordering systems.
An EDI message contains a string of data elements each of which represents a singular fact such as
a price product model number and so forth separated by delimiter. The entire string is called a data
segment. One or more data segments framed by a header and trailer form a transaction set which is
the EDI unit of transmission (equivalent to a message). A transaction set often consists of what
would usually be contained in a typical business document or form. The parties who exchange EDI
transmissions are referred to as trading partners.
Advantages of EDI:
Cost savings
Eliminate repetitive activities
Time reduction
Improved customer service
There are a number of key points that makes EDI very different from other forms of paper or
electronic communications. Firstly EDI happens between companies -- it is cross enterprise. While
the growth in the use of computers and other advanced technologies has been tremendous during
the past decades the same trend is beginning to happen between companies. While the technology
of EDI can be used internally within an organization by definition EDI is organization to organization.
Processes

Metrics

3.2.142


3.2.143

BP.160 Lean
Lean Manufacturing, Lean Enterprise or Lean Production often simply 'Lean' is a production
practice that considers the expenditure of resources for any goal other than the creation of value for
the end customer to be wasteful and thus a target for elimination. Working from the perspective of
the customer who consumes a product or service 'value' is defined as any action or process that a
customer would be willing to pay for.
Lean activities therefore focus on the elimination of waste. There are 7 types of waste to consider:
Overproduction -- making more than is needed
Transport -- excessive movement of materials
Motion -- inefficient movement of people or assets
Waiting -- underutilization of people
Inventory -- material lying around unused
Over processing -- manufacturing to a higher quality standard than required by the customer
Defects -- time spent correcting defects including the scrap that results and the time that is
wasted
The Lean or TPS (Toyota Production System) concept was developed in large part by Toyoda
Kiichiro Taiichi Ohno and Toyoda Sakichi following WW II.
Processes

3.2.144

One of the measures of purchasing performance is average purchasing volume per supplier. There
is a balance to be struck between numbers of supplier for a material vs. negotiation power.
Increasing number supplier enhance competition and drive down the prices at the same time too
many suppliers will also have negative effects of reducing purchasing volume which reduces interest
of supplier and quantity based benefits as well needed more effort from purchasing manager to
coordinate with suppliers. Spend analysis is a very good starting point to get a guidelines for
optimum number of supplier count.
Processes
sP2 Plan Source

Metrics

3.2.145

The practice of making inventory available at the customer premises, while the vendor carries the
cost of ownership and liability of these materials or goods. The customer assumes ownership and
liability at time of consumption or sale of these materials or goods. Payment is made on the basis of
the contractually agreed terms following the moment of assuming ownership. Generally the
contractual agreement documents both the terms and the moment/trigger of assuming ownership by
the customer.
Consignment (or Vendor Owned Inventory) may be combined with VMI (Vendor Managed Inventory).
Processes

Metrics

People

3.2.146

The practice of implementing a structured process improvement framework, leveraging the best
tools and techniques applicable to the problem at hand.
Lean Manufacturing, Six Sigma, and SCOR are independent methodologies that are being applied
to help companies improve their operations. The norm for most companies is usually to choose one
of the 3 and exclude the others due to cost, complexity, or familiarity factors. Choosing only one
means however we must deal with tradeoffs since each methodology has something unique to offer.
SCOR is the ideal supply chain analysis tool and offers an efficient way to identify improvement
opportunities. These opportunities can then be used as the input to Lean or Six Sigma project
portfolios and can help ensure results that impact the bottom line.
Processes
Metrics

3.2.147

A Document Management System (DMS) is a computer system (or set of computer programs) used
to track and store electronic documents and/or images of paper documents. Document Management
Systems are generally capable of keeping track of different versions created by different users
(revision control/tracking). Document Management Systems are considered a component of
Enterprise Content Management (ECM) systems and related to digital asset management,
document imaging, workflow systems and records management systems.
Document Management Systems eliminate the need for managing paper versions of documents
(copies in multiple locations, archiving and document retention).
Processes

Metrics
People

3.2.148

The practice of using electronic systems to track the location of returns within the supply chain
allows better Turn Around Time for return and repairs, or replacements. In-transit visibility can show
if there are delays or potential shipping issues such as customs, weather delays, or other areas
where the return process may be off schedule.
Different technology can be applied to add electronic tracking. The simplest form is barcoding, 2D
Barcoding and Unique Identification (UID), through to the most sophisticated which Active Radio
Frequency Identification (RFID) and Auto-ID data capture (AIDC). Regardless of item identification
technology used, an Information Technology system must be set up to track item locations as they
are scanned in and display the item location to supply chain analysts.
More sophisticated systems can be set up to do automated analysis of information to immediately

identify potential issues. An example may be reviewing transfer cycle times to see if they fall within a
certain time limit, and if they are outside a limit then a supply chain analyst would be notified to
determine resolution. Setting up business rules and notifications within the tracking systems helps to
automate the return process and reduce required manpower.
Processes

Metrics

RL.3.6 % Identified MRO Products Returned To Service
3.2.149


Center
RL.3.13 % of MRO returns delivered to the correct service provider location

People

HS.0046 ERP Systems
3.2.150

ETO is a strategy of manufacturing whereby finished goods are manufactured up to the specification
of customer orders. It calls for higher lead time to design and manufacture as per exact
specifications of the customer. Generally the technique of identifying materials with material numbers
and bill of material (list of material in FG, WIP and all sublevels), routing number and concept of
work centers are utilized to manufacture these complex and high tech products. Advanced ERP
systems offer the option of utilizing these concepts into the manufacturing process. Medical
detection instruments photo detectors system monitoring equipment are typical example of ETO
products.
Processes
Metrics
People
3.2.151

The practice of establishing a formal process to continuously monitor the changes in probability or
impact of risk events.
Once areas of risk have been identified, an organization needs to monitor their internal and external
environment. Risk monitoring:
Helps to predict when risky events are becoming more likely
Helps identify new risks (link to Supply Chain Risk Identification best practice)
Continuously assesses the effectiveness of a Supply Chain Risk Management (SCRM)
program
Real time metrics and periodic reports provide decision makers knowledge of upcoming risks.
Statistical analysis of key metrics can reveal trends. Visibility into supplier and customer metrics
increases the ability to monitor. Reports on risk monitoring can be combined with existing
management reviews and meetings. Monitoring can also include monitoring qualitative sources of
information such as news or weather reports to identify events that are precursors to risks.
It is important to monitor indicators that would appear early in a risk event or, better, even before it
occurs by indicating an increasing likelihood. If monitoring only reveals a risk well after its first
occurrence, it will likely be too late to adequately respond to it.
Monitoring can also be used to test the effectiveness of risk controls. If a plan to mitigate or prevent
a risk has been implemented, monitoring can check to see if the corresponding metrics show no
signs of the risk occurring. The effectiveness of the Supply Chain Risk Management program can be
assessed by monitoring three general aspects:
The risk exposure present in the supply chain - Use Value-at-Risk (VAR) metric
The portion of risk actively mitigated - Use VAR for risk with active mitigations divided by total
VAR
The ability to respond and adapt to risk events - Use time to recover (TTR) metric
Processes
Metrics
RS.3.31 External Event Response (average days)

AG.3.55 Internal Event Response (average days)
People

3.2.152

Supply Chain Risk assessment provides management with an understanding of where the
greatest risks may exist in order to prioritize resources for risk mitigation and management.
Performing such assessments will involve clarifying the nature of the risk, understanding
conditions that may lead to the event, knowing how frequently such events have happened or
can be expected to happen, and the potential impact of such events. The team can then prioritize
addressing the risks. Risk assessment is typically made up of two measures: Probability and
Impact.
Probability measures the likelihood that a supply chain interrupting event will occur. With formal
probability, a probability of 0 means the event will never occur and a probability of 1 means the
event will surely occur. The exact probability may be difficult to determine unless historical data
exists that can be used to find the frequency of the event occurring. Alternatively an organization
can use a subjective probability, or degree of belief, based on the opinions of experts. A time
horizon is necessary to define the probability in a useful way (e.g., the likelihood that an event
will occur in the next year or the likelihood that the event will occur in the next 50 years).
Impact measures the consequences on the organization when the event occurs. It can be
measured directly, for example in terms of monetary impact. It can also be measured on a
scale, for example from zero to one with zero being very little negative consequence, 0.5 being
a medium amount of consequence, and 1 (one) being a very severe consequence. Methods
for measuring impact include "what-if" simulations, financial models, and opinions of teams of
experts. Impact may also be measured in terms of other SCOR metrics besides financials.
Summary risk score A summary risk score can be calculated for each risk by multiplying the
Impact times the Probability to get an expected value of the risk. Then risks can be ranked by
risk score. Also the risks can be shown on a map or graph. An example is shown below.
Other methods for assessment include:
3.2.153

Failure Mode Effects Analysis (FMEA)

Fault Tree Analysis (FTA)
Event Tree analysis (ETA)
A risk assessment tool in the form of qualitative and quantitative spreadsheet that can be used
by management teams to organize the assessment of risks to an organization. The tool can also
contain information on relevant causes of those risks and their assessment, mitigation options
and the impact of various mitigation plans. This helps establish standards for the measurement,
reporting, and limiting of risk. The tool can contain risk categories from other known best
practices such as COSO.
Quantitative Risk Analysis: Tools and Techniques for Assessment
Data Collection:
Interviews: Interviewing techniques are used to quantify the likelihood and impact of risks on
project objectives. The information required depends on the type of probability distributions that
will be used. For example, the information would be collected on optimistic scenarios (low),
pessimistic (high) and more likely for some commonly used distributions, mean and standard
deviation for others.
Probability distributions: The continuous probability distributions represent the uncertainty in
values, such as duration of schedule activities and costs of project components. The discrete
distributions can be used to represent uncertain events, as the result of a test or a possible
scenario in a decision tree.
Risk analysis:
Sensitivity analysis. The sensitivity analysis helps determine which risks are greatest potential
impacts on supply chain disrupts. It examines the extent to which the uncertainty of each chain
element affects the objective being examined when all other uncertain elements are held in their
baseline values. Operations Research Methods can use it.
Decision tree analysis: In general, the decision tree analysis is structured using a decision tree
diagram that describes a situation that is being considered and the implications of each of the
available choices and possible scenarios. It incorporates the cost of each available choice, the
probabilities of each scenario and the return of each alternative logical path. The resolution of
the decision tree provides the Expected Monetary Value - EMV (or other measure of interest
in the organization) for each alternative, when all the awards and subsequent decisions are
quantified.
Modeling and simulation: A supply chain simulation uses a model that translates the
uncertainties specified at a detailed level for each process potential impact on supply chain
objectives and performance planned. Simulations are usually performed using the Monte Carlo
technique or specific software available on market. In one simulation, the supply chain model is
computed many times and the entries values are randomly chosen from a probability distribution
function (example: cost of transportation elements or lead time on schedule activities). The
probability function is built by each iteration from the probability distributions of each variable. A
probability distribution (example: total cost or delay) is calculated.
Figure 1 shows the interaction among some suggested tools for risks assessment.
3.2.154

Figure 1: Interaction tools for risks assessment
Notes:
Risk assessment is a tool for quantifying the potential impact of supply chain disruptions and is
a key tool for prioritizing mitigation activities. Risk assessment should be used to increase the
veracity of a supply chain risk management program and better support resource allocations.
Risk management is widely discussed, but practitioners have differing views of the categories,
significance, and how to integrate mitigation plans into the overall project or operational plan.
A frequent issue is that management focuses on the highest impact risks, overlooking more
frequent occurrences. This tool should help standardize risk management vocabulary and
practices within an organization. It can help embed risk management in the operating and project
plan.
A best practice is to have project teams update the assessment/plan as project milestones are
completed (such as file permits, FEL3, etc.), keeping the risk mitigation plan integrated with
overall project by eliminating risk mitigation plans which are no longer pertinent.
3.2.155

Reliability Good risk assessments will identify the most significant risks to be mitigated
and, therefore, decrease the likelihood of disruptions to reliability.
Improves reliability by facilitating risk mitigation plans.
Responsiveness None Identified
Flexibility Good risk assessments will identify the most significant risks to be mitigated
and, therefore, increase the ability to increase flexibility.
Cost Good risk assessments will identify the most significant risks to be mitigated
and, therefore, best allocate cost resources to mitigate risks.
Improves cost control by identifying factors which can costs to exceed

forecast, and by facilitating risk mitigation plans.
Asset None Identified

Management

Technology Features - Some more sophisticated methods of risk assessment involve the use
of simulations to derive approximations for the impact of risks. A variety of different types of
supply chain simulation software is available and may be used for this purpose. Microsoft Excel
software, or equivalent.
Other Success Factors - Procedure for use of this Best Practice in the context of the firms
vocabulary and policies.
Processes
Metrics

3.2.156

People

3.2.157

Standard
BP.S Standard Practice
Standard practices are how a wide range of companies have historically done business by default or
happenstance. These well-established practices do the job, but dont provide a significant cost or
competitive advantage over other practices (except over declining practices).
Investment, Risk: Low, Results: Low.
Hierarchy

BP.009 Kanban
BP.012 Lot Tracking
BP.022 MRP I
3.3.1

The organization of source processes where the ownership of materials transfers are based on a
signal further down in the supply chain (for example Make or Deliver). Whereas the ownership
transfer for `regular` inventory is triggered by the receipt and/or verification of the condition of the
materials received, the consignment inventory practice is designed to delay the ownership transfer to
the completion of an activity such as assembly, production or shipment to the customer. Application
of consignment inventory does not lower the physical inventory by default; it impacts ownership of
the inventory. Implementation of consignment inventory will free up cash.
Alternative names: Supplier Owned Inventory (SOI), Vendor Owned Inventory (VOI)
Notes: Under Consignment Inventory the responsibility to plan and replenish inventory levels does
not transfer to the supplier (see: vendor managed inventory). Nor does the supplier perform any
warehousing activities. (See: Outsourced Warehousing). Consignment Inventory can be combined
with Outsourced Warehousing and Vendor Managed Inventory to increase the benefits.
Processes

Metrics

3.3.2

People
3.3.3

To avoid overstock situations, we regularly review Slow-moving inventory levels. Slow-moving

inventory is defined as the value of those SKUs whose stock level is higher than the total
consumption within the last 12 months
Slow-moving inventory can result from various reasons. In most cases, there are constraints in terms
of time and quantity of supply which do not match with the demand side of the business (such as
minimum lot sizes, constrained equipment, expected shortage of raw-materials etc.)
To evaluate a whole product range, we calculate the total aggregate value of slow-moving inventory.
The metric is expressed as total value, number of items affected, and as % of overall stock value.
Then, slow-moving items are classified into three reason codes: opportunistic stock, technical
(supply) reasons, and market (demand) reasons. Newly introduced items are separated from the
measurement.
This practice can be applied for any kind of inventory (raw materials, semi-finished, finished goods),
except newly introduced items.
Processes

Metrics
RS.3.4 Asset Turns

People

HS.0048 Forecasting
3.3.4

BP.009 Kanban
An inventory replenishment technique where a material is replenished based on consumption. Today

Kan-ban can be implemented using different 'technologic solutions' but a classic example of Kan-ban
is the two-bin-system: One bin is at the point of consumption (for example the factory floor), the
second bin is in process to be filled and placed behind the second. Once the first bin is depleted it will
be send to be filled and the second bin now becomes the first bin. See illustration.
Example formula to calculate the bin-size for a two-bin system:
Minimum bin-size = [projected consumption per time unit] * [cycle-time to replenish in time
units] / [number of bins] = 100 per day * 3 days / 2 bins = 150
This formula does not deal with variations in projected consumption or cycle-time but illustrates a
Kan-ban system does not need to be complex. The minimum bin-size compensates for the cycle-
time to refill an empty bin. The number of bins can be increased to reduce the amount of material in
each bin. The bin-system described assumes re-usable bins. Example applications of Kan-ban
today use Kanban-cards to signal the need to replenish stock at the point of use. This may shorten
the cycle- time of the process and thus decrease the bin-size. It may create additional packing
materials that need to be disposed. ERP systems can replace physical Kanban-cards with electronic
signals and dashboards.
Alternative names: Two-bin system, three bin system.
Notes:
Although many sources characterize Kanban as a pull-system it is important to understand that
Kanban in-fact is a to-stock strategy, as the calculation contains a projected demand (read:
forecast). The benefit over other replenishment techniques is that no complex or
comprehensive planning or scheduling algorithms need to run to trigger replenishment.
Kanban can be applied in all processes requiring a replenishment signal, this includes Source,
Make and Deliver processes.
Processes

sD1.9 Pick Product
Metrics

People
3.3.5

An inventory replenishment practice where purchase requisitions or purchase orders are created
when inventory for an item drops below the Minimum inventory level. The requisition or order
quantity will bring the inventory back to the Maximum inventory level. Min-Max Replenishment
methods are generally implemented through automation. Different configuration options exist for
Min-Max Replenishment:
Physical Min-Max Replenishment purely incorporates on-hand inventory, existing customer
orders are not included in the calculations. This has characteristics close to a Kanban system.
Logical Min-Max Replenishment nets customer orders from the on-hand inventory. If this
inventory net of orders is less than the minimum order quantity a requisition or order will be
created. This aligns to Available-to-Promise or Capable-to-Promise practices. Further details
may include netting only clean orders or netting all orders. (Clean orders are orders that are
free of customer holds, credit holds, etc.
The calculation of the Min-level includes replenishment cycle-time and a buffer (for variability in
demand and cycle-time). The Max-level is preferably the Min-level plus EOQ (Economic Order
Quantity).
Generally min-max replenishment requires process automation. Re-ordering is triggered by running
a re-planning program or report.
Alternative name: Order-point system.
Notes:
The Minimum inventory level is not the lowest level the inventory will reach in a min-max
replenishment system, the name re-order point would fit better. Inventory will continue to drop
until the ordered items are received. Similarly the Maximum inventory level will not be achieved
for the same reason.
Min-Max Replenishment works best in an environment where inventory reduction is linear or
gradual and replenishment cycle-times have low variability. In environments with large
variability in demand and/or replenishment cycle-times this practice may result in stock-outs.
Min-Max Replenishment applies only in a to-stock inventory strategy.
Processes

Metrics

People
3.3.6

BP.012 Lot Tracking
The practice of storing information about the history and/or genealogy of a product or material. This
may include where it was sourced, the different materials used to make it, the grade of the materials
and other product genealogy type information. Lot tracking has three fundamental requirements:
A means to identify the lot or serial number (identify)
A system to record milestones for each lot or serial number (record)
A process to retrieve information by lot or serial number (display)
Lot tracking may make use of barcoding, RFID tags or other visual or electronic methods to identify
the lot. Modern ERP systems generally offer lot recording and display functionality. Hardware and
operator/handler instructions may be required to read the lot identifiers and communicate the event/
milestone to the recording system (ERP).
To establish a lot tracking system it is important to understand what information needs to be
collected, where and at what level. The scope of where information is collected may extend beyond
the boundaries of your organization. For example: registering users/owners of your products - these
users/owners can be your customers-customer. The need for lot tracking may be dictated by
regulatory requirements, risk mitigation strategies, process excellence initiatives or customer
requirements.
Alternative names: Serial Tracking, Serial/Lot Tracking, Lot History, Lot Tracking & Tracing, Material
Traceability
Notes: Lot Tracking is not Electronic Product Coding (EPC) or Universal Product Coding (UPC).
EPC and UPC identify the product or material, not the lot, batch or serial number.
Processes

sM1.4 Package
sM2.4 Package
sM3.5 Package
sD1.9 Pick Product
sD1.10 Pack Product
sD1.12 Ship Product
3.3.7

BP.012 Lot Tracking
sD1.15 Invoice
sD2.9 Pick Product
sD2.10 Pack Product
sD2.12 Ship Product
sD2.15 Invoice
sD3.9 Pick Product
sD3.10 Pack Product
sD3.12 Ship Product
sD3.15 Invoice
sD4.6 Checkout
Metrics

People

HS.0046 ERP Systems
3.3.8

Rationalization of inventory at the item/part/SKU number level. Determining how each item should
be manufactured (whether stock or make-to-order) or whether it fundamentally would be better to
have an outsourced provider make it (buy vs. build) or even if it should be manufactured (special
make-order only) can be done more effectively at the lowest level. Some strategies call for these
decisions to be made at the product family level. The broader the product family the more frequently
the low-level item rationalization should be executed.
Item rationalization is important as any given product moves through it`s life cycle, defining at which
point the product is manufactured (along with how and by whom) is critical in determining the overall
cost and value for the product. After the product introduction process an item must be periodically
under review to identify the point it is in during the life cycle. A rationalization exercise should identify
the most cost effective way to deliver the product to the market throughout its life cycle.
Processes

Metrics

RS.3.60 Manage Finished Goods Inventories Cycle Time
RS.3.75 Manage Product Inventory Cycle Time
RS.3.76 Manage Product Life Cycle Time
People

3.3.9


HS.0085 Outsourcing
3.3.10

Meet desired customer service levels while maintaining a minimum amount of safety stock.
The standard methods of safety stock planning are used to build stock on hand according to the
safety stock values that companies define in their location product master, depending on previous
experience. In contrast to model-based safety stock planning, forecast errors are not considered
when they use the standard methods. Safety stock values can be maintained as a static or time-
dependent value.
The advanced methods of safety stock planning are used to calculate the time-dependent safety
stock for finished products and components. In this type of planning, the system takes into account
the demand forecasts and forecast errors within the supply chain.
Processes

Metrics
People
HS.0048 Forecasting
HS.0079 MRP Systems
3.3.11

Determine the best short-term strategy to meet demand and to replenish stocking locations.
Distribution Planning enables the user to set certain inventory control parameters (like a safety
stock) and calculate the time-phased inventory requirements. This process is also commonly
referred to as Distribution Requirements Planning (DRP).
DRP uses several variables:
the on-hand inventory at the end of a period.
the backordered demand at the end of a period.
the required quantity of product needed at the beginning of a period.
the constrained quantity of product available at the beginning of a period.
the recommended order quantity at the beginning of a period.
DRP needs the following information:

the demand in a future period.
the scheduled receipts at the beginning of a period.
the safety stock requirement for a period.
the on-hand inventory at the beginning of a period.
Processes
sP4 Plan Deliver

sP5 Plan Return
Metrics

RL.3.36 Fill Rate
People

3.3.12

The ABC classification system is the Pareto analysis of a range of inventory items, into three or four
inventory categories. The ABC system requires different levels of inventory control for each of the
categories. A calculation common method is to use standard cost x quantity used per time period.
The system can be structured as simple as:
Calculate the 12 month forecasted spend (at standard cost) for all inventory components.
Rank the items in descending order.
The "A" items are the top and should account for 70-80% of the total usage.
The "B" items make up the next 15-20% of total annual usage.
The "C" items are the remaining items are the remaining 5-10%
Excess and Obsolete inventory still on the books can be labeled as "D".
The tables below provide an example for ABC classification.
Table 1 Item Annual Spend

Item Standard Cost QTY/year Total Spend % Annual Spend
98236 0.10 5000 500.00 3.64
76342 30.00 200 6000.00 43.64
92134 12.00 400 4800.00 34.9
37542 .50 2000 1000.00 7.27
67733 3.00 100 300.00 2.22
19534 1.00 400 400 2.9
39866 2.50 500 750 5.45
Table 2 ABC Classification

Item % Annual Spend Classification
76342 43.64 A
92134 34.9 A
37542 7.27 B
39866 5.45 B
98236 3.64 B
67733 2.22 C
19534 2.9 C
ABC classification is used to create the audit sampling tables used during daily cycle counts to
monitor perpetual inventories. Root Cause Analysis and Closed Loop Corrective Action are used to
correct discrepancies found during the cycle counts and improve system reliability and eliminate
stock outs.
3.3.13

Processes
Metrics
People
HS.0003 Accounting
3.3.14

Demand Planning is the process used for developing an accurate and comprehensive material
forecast. The resulting plan is the sum of all inputs from various stakeholders within the supply
chain. Stakeholders include:
Material planners: provide a statistical view of the plan horizon and inventory analysis
Suppliers via Buyers: provide inputs on material lead times, problems, and flexibility within the
plan horizon
Customers via Sales: provide upside or downside analysis of requirements outside the
statistical forecast
Marketing: provide an analysis of the impact of special marketing programs and incentives that
could impact the forecast
Engineering and Product Managers: provide the schedules and material requirements for NPI
Service: provide the inputs for all service part requirements
Manufacturing: provides the capacity analysis over the plan horizon
Only after the complete analysis and consensus from stakeholders is achieved are their individual
demands aggregated and a forecast entered into the ERP system.
Processes

Metrics

People

HS.0046 ERP Systems
HS.0048 Forecasting
HS.0079 MRP Systems
3.3.15

Mid to Long Term supply chain planning practice which seeks to compare the forecast sales plan to
the company resources, (production capacity, people, raw materials) and analyze where any
imbalances to the plan might exist.
A continuous practice undertaken on a monthly basis looking forward on a rolling 12 month basis.
The focus is generally from month two or three as it is assumed the immediate month is planned.
(Time frames will depend on the industry sector)
A strategic tool normally reviewed by the executive/senior management team who are able to make
decisions to remove any imbalance such as change to shift patterns, headcount, inventory policies.
Processes

Metrics
RL.3.3 # of staff-related environmental violations
RS.3.4 Asset Turns
AG.3.47 Direct Labor Availability
People

HS.0048 Forecasting
3.3.16

BP.022 MRP I
A 'plan' scheme of different inventory management practices has been adopted by a company in a
mixed model manufacturing environment (ATO - Assemble-to-Order, MTO - Make-to-Order; MTS -
Make-to-Stock)
Starting from inventory management practices, five inventory management methods according to
type of materials and customer delivery lead time are identified , as shown in the attached excel file.
These practices are respond to inventory optimization and the required service level.
Processes
sP3 Plan Make
Metrics
People

3.3.17

BP.026 Improve S&OP Process
Establish disciplined monthly cross-functional process to increase accuracy of demand management

(Forecasting), establish biz inventory policy, and agreement on demand and supply balancing
Processes

sP2 Plan Source
sP3 Plan Make
Metrics

AM.2.8 Inventory
3.3.18

Inventory reduction practice to determine which SKUs that can be terminated t using SKU Cost of
Sales Analysis. May require working with customers to determine potential to change to another
SKU or decision to abandon SKU due to poor sales.
Processes
Metrics

AM.2.8 Inventory
3.3.19

Analyze and execute a delay in inbound supplier raw material shipments to reduce raw material
costs at summer break, end-of-year or other scheduled plant closure. This would defer any
additional raw material inventory (based on plant shutdown & restart timing) to only when absolutely
required at a plant location
Processes
Metrics

AM.2.8 Inventory
3.3.20

The practice of analyzing the cost of maintaining inventory vs. the cost of transportation for
opportunities to optimize total cost. Specific opportunities are likely more pronounced for final leg
shipments (more quickly transfer product ownership to customer and higher potential for storage
costs). Total cost should include transport cost, inventory carrying cost, storage cost and throughput
costs (handling costs)
Processes

sD1.12 Ship Product
sD2.12 Ship Product
Metrics

AM.2.8 Inventory
3.3.21

The Return Authorization (Return Material Authorization/Return Merchandise Authorization/Goods

Return Authorization) process provides the inputs into the reverse logistics plan. Customers provide
a detailed description on why the part or product is being returned. Based on the information
provided the company can plan in advance one of the following actions:
Ship a replacement unit to the customer
Schedule the return unit for warranty repair
Schedule the return unit an Out of warranty repair
Return the unit to stock
Return the unit to vendor
Processes
sP5 Plan Return

Metrics
People
3.3.22

Rather than manage returns as part of a service organization or operations many companies turn to
outsourced service providers including Contract Manufacturers, EMS providers and Third Party
Logistics providers for returns management. The outsourcing partner will plan for part or all of the
returns process including:
Returns management issue RA/RMA and provides the customer with shipment instructions
Schedule disposition of the returned product (repair, refurbish and upgrade) Return units under
warranty to suppliers Plan repackaging and redistribution
Facilities that are singularly focused on returns management can plan for variation by cross training
personnel and moving them when needed to meet an increase in returns volume for a specific
customer.
Processes
sP5 Plan Return

Metrics

People
3.3.23

The practice of issuing a purchase order for a number of products which are required in the short to
midterm. Such orders take into account the supplier lead time.
Specification of product and price quoted by the supplier are included on the purchase order. If a
formal contract exists, then the buyers standard terms and conditions including price and lead times
will be used from it.
As new demand is identified a new purchase order is created after receiving a price. A routine
process usually used to buy products or services that change frequently or are one off purchases.
Processes

Metrics

RS.3.3 Assess Supplier Performance Cycle Time
People

HS.0094 Procurement
3.3.24

Cross docking is the practice of unloading materials from an incoming vehicle and loading these
materials directly onto outbound vehicles without putting away into the regular storage locations in a
warehouse. It involves little or no storing in between and may involve one or more such transfers
before reaching final destination.
Thus it reduces time to deliver and some material handling and storage cost.
Processes
sP2 Plan Source

sP4 Plan Deliver
Metrics

RS.3.12 Balance Product Resources with Product Requirements Cycle Time
3.3.25

The practice of checking received invoices from suppliers against the quantities received and
against the associated Purchase Order, Contract or Vendor Schedule to ensure that:
The goods were received
The correct quantity has been invoiced
The correct price has been invoiced
Processes

Metrics

RL.3.48 Risk Mitigation Plan
People

HS.0003 Accounting
3.3.26

Rotable Spares Pool is an inventory of serviceable parts that can replace a customers broken part
to increase their recovery time. This practice is particularly useful when it is necessary to minimize
customer downtime, especially with complex long lead time repair items.
A challenge with this strategy is ensuring the rotable spares pool is Form, Fit, and Function
replaceable with whatever item is being exchanged. Another challenge is potential technology
obsolescence which would leave any inventory obsolete and be a cost. It is best to use a rotable
spares pool with a high-demand, long lead time item that is not prone to obsolescence (typically
structural items that are frequently broken and repaired).
Processes

Metrics

RS.3.6 Authorize Excess Product Return Cycle Time
3.3.27

RS.3.14 Balance Return Resources with Return Requirements Cycle Time
People

HS.0078 MRO Management
3.3.28

The practice of assessing items as they are removed for Maintenance, Repair and Overhaul to
determine whether repair would cost more than buying a replacement part. Determining this before
shipment of the item for repair can reduce transportation costs. Any salvageable components should
be taken of the item before scrapping it as additional repair parts.
The identification process may require test equipment and other assessment tools or personnel at
the site where BER assessment is being made. Depots are a likely location for this practice to take
place because of the availability of tools and personnel.
Processes

Metrics

RS.3.84 Manage Return Regulatory Requirements and Compliance Cycle Time
RS.3.85 Manage Return Transportation Cycle Time
RS.3.121 Schedule MRO Return Receipt Cycle Time
AM.3.40 Percentage Unserviceable MRO Inventory in Transportation
AM.3.42 Percentage Unserviceable MRO Inventory in Identification
3.3.29

People

3.3.30

People
Introduction to People
The People section of SCOR introduces standards for managing talent in the supply chain. This
skills management framework within SCOR compliments process reference, metrics reference,
and practice reference components with an integrated view of supply chain skills in four areas:
Baseline skills necessary for the overall process area (e.g., Sourcing, or Planning) and for the
individual process.
Critical skills that differentiate leaders in a particular process area from those who only perform at
a baseline level.
Performance measures through SCOR metrics that relate to continuous assessment of job
performance in each process area.
Credentialing of supply chain skills, including training or certification programs, related to the
specific process area that tend to indicate superior job performance.
The key elements of the People section are Skills, Experiences, Aptitudes and Trainings.
Skill
Skill is the capacity to deliver pre-determined results with minimal input of time and energy. Skills
are further defined by Experiences, Aptitudes, Trainings and Competency levels. Examples of
supply chain skills include: Master Scheduling, Import/Export Regulations, Production Planning,
and Risk Mitigation.
Experience
Experience is the knowledge or ability acquired by observation or active participation. Experience
is obtained by doing the work in a real life environment and undergoing different situations
that require different actions. Example experiences include: Cycle Counting, Cross Docking, and
Hazardous Materials Handling.
Aptitude
Aptitude is a natural, acquired, learned or developed ability to perform a certain kind of work at a
certain level. Example aptitudes include: Accuracy, Analytical, and Natural leadership.
Training
Training develops a skill or type of behavior through instruction. Examples of training includes
formal trainings such as SCOR-S certification, but also includes courses and on-the-job training.
Competency
Competency Level describes the level or state of qualification to perform a certain role or tasks.
SCOR recognizes 5 commonly accepted competency levels:
Novice: Untrained beginner, no experience, requires and follows detailed documentation to be

able to perform the work.
Beginner: Performs the work, with limited situational perception.
Competent: Understands the work and can determine priorities to reach goals.
Proficient: Oversees all aspects of the work and can prioritize based on situational aspects.
Expert: Intuitive understanding. Experts can apply experience patterns to new situations.
4.0.1

Each skill is linked to Experiences, Aptitudes and Trainings in SCOR. Competency level is to Skill
what Maturity Level is to Process. SCOR does not list or suggest competency levels by skill.
4.0.2

3-way Receiving Match HS.0001
Acceptance testing HS.0002
Accounting HS.0003
Advertising Methodologies HS.0004
Assembly Process Design HS.0005
Asset Management HS.0006
Availability Management HS.0007
Bar Code Handling/RFID (if available) HS.0009
Basic Finance HS.0010
Basic Transportation Management HS.0011
Benchmarking HS.0012
Blanket purchase order process HS.0013
Build Schedule Evaluation HS.0014
CAD/CAM HS.0015
Capacity Planning/Management HS.0016
Carrier Selection HS.0018
Change Notice Development HS.0019
Competitive Bidding HS.0020
Consignment Agreement Development HS.0021
Contract Management HS.0022
Controls and Compliance HS.0023
Cost/Price Analysis HS.0024
Business Rule/Policy Management HS.0025
Credit/Collection Management HS.0026
Cross Docking HS.0027
Customer Order Management HS.0028
Customer Relationship Management (CRM) HS.0029
Customer Repair and Return Policy and Process HS.0031
Customer/Supplier Communication HS.0032
Data management HS.0033
Discrepancy Reporting and Resolution HS.0034
Delivery Balancing HS.0035
Delivery Scheduling HS.0036
Demand Management HS.0037
Design/Engineering Schedule Development HS.0038
Driving certification (according to mode of transportation) HS.0039
EHS regulations HS.0041
4.0.3

Enabling Technology HS.0042
Engineering HS.0043
Enterprise Business Process HS.0044
Environmental Requirements HS.0045
ERP Systems HS.0046
Forecasting HS.0048
ID & Damage Inspection HS.0049
Import/Export Regulations HS.0050
Installation Requirements HS.0051
Installation Scheduling HS.0052
Installed base management HS.0053
Intellectual Property/Proprietary Data HS.0054
International Trade HS.0055
Interpreting Specifications HS.0056
Inventory Management HS.0058
Issue Proposal/Quote HS.0060
Item Master/BOM/BoL Interpretation HS.0061
Kitting/Packing HS.0062
Labor Costs Verification HS.0063
Lead-time validation HS.0064
Lean Manufacturing HS.0065
Legislation and Standards HS.0066
Linear programming HS.0067
Load Building HS.0068
Logistics Management HS.0069
Logistics network modeling HS.0070
Logistics/Freight HS.0071
Performance Management HS.0072
Manufacturing Resource Commitment HS.0073
Master Scheduling HS.0074
Material handling equipment usage HS.0075
Milestone/Performance Payments HS.0076
MPS Methodologies and Techniques HS.0077
MRO Management HS.0078
MRP Systems HS.0079
MSDS/CoC/BoL/Environmental Interpretation HS.0080
Office automation tools HS.0081
Optimization HS.0082
4.0.4

Order Management HS.0083
Outsourcing HS.0085
Packaging HS.0086
Payment Processing HS.0087
Physical Capability HS.0088
Physical Distribution Systems HS.0089
Picking process / order batching HS.0090
Planogram usage and strategies HS.0091
Pricing Management HS.0092
Prioritization HS.0093
Procurement HS.0094
Product and Configuration Validation HS.0095
Product checkout process HS.0096
Product Development (PDR, CDR) HS.0097
Product Information Management (Product Data Management) HS.0098
Production HS.0099
Production Planning HS.0101
Production Planning Capacity Utilization HS.0102
Production Scheduling HS.0103
Progress & performance reporting HS.0104
Project Management HS.0105
Property Control and Disposition HS.0106
Push Systems HS.0107
Quality Management HS.0108
Receiving HS.0110
Regulatory Policy Management HS.0111
Requirements acceptance criteria HS.0112
Requirements allocation HS.0113
Requirements change control & change notification HS.0114
Requirements criteria, verification methods & tools HS.0115
Requirements defect notification HS.0116
Requirements justification / rationale HS.0117
Requirements syntax, attributes, & baselines HS.0118
Return Management HS.0119
Return Plan Aggregation HS.0120
Returns strategy development HS.0121
Reverse Logistics HS.0122
RFP/RFQ Management HS.0123
4.0.5

Risk and exception management HS.0124
Risk Assessment HS.0125
Risk Identification HS.0126
Risk Mitigation HS.0127
Risk Response Planning HS.0128
Route planning HS.0129
S & OP Plan Communication HS.0130
Safety stock/replenishment calculations HS.0131
Sales and Operations Planning (S&OP) HS.0132
Six Sigma HS.0133
Solicitation Methods HS.0134
Solicitation/Competitive Bidding Process HS.0135
Specific fabrication knowledge based on product HS.0136
Strategic Planning HS.0137
Subcontracting Types (FFP, CP, CPAF, Performance Based) HS.0138
Supplier Relationship Management (SRM) HS.0139
Supply Chain Leadership HS.0140
Supply Chain Management HS.0141
Supply Chain Performance Measurements HS.0142
Supply Chain Planning HS.0143
Supply Chain Security HS.0144
Supply Planning HS.0145
Technical Evaluation HS.0147
Technical Manual Reading HS.0148
Test Stand Operations HS.0149
Total Quality Management (TQM) HS.0150
Transport Mode Selection HS.0151
Troubleshooting HS.0152
Vendor Managed Inventory HS.0154
Verification Strategies HS.0155
VMI planning and management HS.0156
Warranty process and policy HS.0157
Warranty Return and Repair HS.0158
Waste Management HS.0160
Wave/batch picking HS.0161
4.0.6

Knowledge of the process of reconciling invoices with purchase orders and goods received notes in
order to authorize payment of invoices.
Processes

Experiences
HE.0009 Bar Coding/RFID

HE.0078 Electronic Data Interchange (EDI) Systems
HE.0083 Enterprise Resource Planning (ERP)
HE.0100 Financial Accounting
HE.0160 Material Resource Planning (MRP)
Aptitudes
HA.0014 Computer Literate
Trainings
HT.0006 APICS CPIM

HT.0012 Basic legal process (embargo, black list)
HT.0014 Basic Supply Chain Finance
HT.0016 Business Ethics/Conduct training
HT.0035 Credit Management
HT.0052 ERP Systems Training
HT.0055 Exception Management
HT.0082 Language skills
HT.0109 Product Specific Training
HT.0145 Supply Chain Security
Practices
4.1.1

Working knowledge of Functional and/or Quality Assurance testing of product to ensure it will
perform in accordance with its intended contractual agreement for form, fit and function. Acceptance
testing may in some instances be performed at the supplier's facility and/or at the customer's final
delivery location. Successful product acceptance testing may be a prerequisite for supplier payment.
Processes

Experiences
HE.0183 Performance Reporting Systems Development/Use

HE.0208 Quality Management Systems
HE.0276 Technical Interface
Aptitudes
HA.0042 Methodic
HA.0054 Problem Solving
HA.0067 Thinking & Problem Solving
Trainings
HT.0006 APICS CPIM

HT.0102 Negotiation Skills
HT.0123 Safety and Environmental Management (industry specific, company specific
and country specific)
Practices
4.1.2

HS.0003 Accounting
The process of collecting, analyzing, and communicating financial information about a business
entity to specified stakeholders
Processes
sD1.15 Invoice
sD2.15 Invoice
sD3.15 Invoice
Experiences
HE.0002 Accounting
HE.0003 Accounts Receivable
HE.0130 International Financial Reporting Standards
HE.0232 Sarbanes Oxley
Aptitudes
HA.0057 Reliable
Trainings
HT.0006 APICS CPIM

HT.0013 Basic Science
Practices

4.1.3

Knowledge of effective procurement or business development communication techniques to inform

and/or solicit potential suppliers regarding product or service specifications.
Processes

Experiences
HE.0011 Basic Procurement

HE.0156 Market Knowledge
Trainings
4.1.4

HS.0005 Assembly Process Design
The arrangement of workers, machines, and equipment in which the product being assembled
passes consecutively from operation to operation until completed.
Experiences
HE.0154 Manufacturing engineering
HE.0155 Manufacturing Management
4.1.5

The process (which require's the use of spreadsheets or software) to identify, collect, maintain and
track the companys assets.
Processes

Experiences
HE.0002 Accounting
HE.0010 Basic Finance
HE.0046 Cost/Benefit Analysis
HE.0205 Project Management
HE.0298 Utilizing Finance Systems
HE.0311 Written/Verbal Communication
Aptitudes
HA.0001 Accountable
HA.0007 Business Knowledge & Acumen (Company specific)
HA.0010 Change Management
HA.0023 Diagnostic Information Gathering, Analysis & Problem Solving
HA.0028 Enabling Technology
HA.0038 Initiative
HA.0056 Process Orientation, Systemic and Conceptual Thinking
HA.0065 Teamwork & Collaboration
HA.0072 Written/Verbal Communication
Practices
BP.012 Lot Tracking
4.1.6

The process of managing and allocating available resources and inventory (at various levels) based
on business rules. This would include date, lead time, capacity and inventory management skills.
Processes

Experiences
HE.0008 ATP logic/calculation

HE.0061 Customer Stocking Agreements Management
HE.0131 Inventory Management
HE.0140 Knowledge of business rules concerning customer
HE.0171 On time-shipping and delivery metric logic/calculation
HE.0204 Production Planning/Scheduling
HE.0305 Warehouse/Distribution Management
Aptitudes
HA.0008 Business minded
HA.0019 Customer Oriented
HA.0026 Diversity Recognition/Respect
Trainings
HT.0051 Equipment & Machine usage certification (trucks & lifting equipment)
HT.0069 Import/Export Regulations
HT.0084 Lean Manufacturing Training
HT.0155 Warehouse Management
4.1.7

Practices
4.1.8

Basic working knowledge of the concept of applying or incorporating onto/into a product an optical
machine-readable representation of data (bar code) and /or using radio waves with radio-frequency
identification tags (RFID) for the purpose of the identification and tracking of that product.
Processes

Experiences

HE.0094 Exception management tool usage/experience
HE.0115 Identification methodologies
HE.0159 Master Data/Document Management
HE.0197 Product Identification System
HE.0212 Receiving and Verifying Product
HE.0293 Transportation/Warehouse Management systems (TMS/WMS)
Aptitudes
HA.0004 Analytical
Trainings
HT.0006 APICS CPIM
4.1.9


HT.0013 Basic Science
HT.0068 IFRS/US GAAP revenue recognition
HT.0096 Microsoft Project
HT.0112 Project Management
Practices
BP.012 Lot Tracking

4.1.10

Working knowledge and ability to effectively interpret and communicate general financial accounting
practices and principles which maintain company and regulatory compliance.
Processes

Experiences
HE.0004 Advanced Financial Accounting Principles

HE.0047 Cost/Price Analysis
HE.0101 Financial Collaboration
HE.0102 Financial Planning
HE.0230 Sales and Operations Planning (S&OP)
Aptitudes
HA.0004 Analytical
HA.0046 Numeracy
Trainings

Practices

4.1.11

The management of transportation operations of all types, including tracking and managing every
aspect of vehicle maintenance, fuel costing, routing and mapping, warehousing, communications,
EDI implementations, traveler and cargo handling, carrier selection and management, accounting
Processes

Experiences
HE.0023 Carrier selection & qualification

HE.0116 Import/Export Logistics
HE.0162 Materials portfolio and specifications
HE.0209 Quality processes related to inventory management (test times, shelf life)
HE.0236 Selecting & Scheduling Modes of Transportation
HE.0247 Spreadsheet Management
HE.0265 Supplier Service Strategy Agreements
HE.0281 Transport Outsourcing
HE.0286 Transportation planning
HE.0299 Utilizing Transportation Management Systems
Aptitudes
HA.0001 Accountable
HA.0004 Analytical
HA.0030 Facilitation ability
HA.0038 Initiative
HA.0039 Leadership
4.1.12

HA.0045 Negotiator
HA.0052 Presenter
HA.0055 Process Improvement
Trainings
HT.0006 APICS CPIM

HT.0025 Communicating Customer & Supplier Information
HT.0073 Introduction to Supply Chain
HT.0090 Logistics Operations
HT.0126 SCOR
HT.0152 Transportation planning
Practices
4.1.13

Working knowledge of the process of capturing and comparing one's own business processes and
performance metrics to industry peers and/or best practices from other industries. Typical measures
include quality, time, and cost, with the goal of closing performance gaps and doing things better,
faster, and cheaper.
Processes

Experiences
HE.0185 Performance Reporting System/ERP System

HE.0244 Six Sigma
Trainings
Practices
4.1.14

Working knowledge of the procurement process for soliciting, issuing and administering "open-
ended" (period for performance) type purchase orders or contracts which combine and group
numerous line items of (generally) like products onto a purchase order or contract.
Processes
Experiences
HE.0167 Negotiation
Practices
4.1.15

Analyzing a product installation schedule against the constraints and requirements in order to ensure
feasibility to effectively and efficiently complete the installation process.
Processes
Experiences

Trainings
HT.0068 IFRS/US GAAP revenue recognition
Practices
4.1.16

HS.0015 CAD/CAM
The process to use computer technology to aid in the design, analysis, and manufacture of products.
Processes
Experiences
HE.0012 Bills of Material/Specs/Fabrication Methodology
4.1.17

The process of determining and managing the production capacity needed by an organization to
meet changing demands for its products.
Processes

Experiences
HE.0018 Capacity planning

HE.0104 Forecasting
HE.0133 Inventory Valuation/Financial Analysis
HE.0163 Modeling Techniques
HE.0165 MS Office (Excel, PowerPoint, Word, Access)
HE.0236 Selecting & Scheduling Modes of Transportation
HE.0284 Transportation Management - Mode Capabilities/Capacities/Lead Times
Aptitudes
HA.0001 Accountable
HA.0004 Analytical
HA.0039 Leadership
Trainings
HT.0006 APICS CPIM

HT.0021 Capacity Management (Aggregate Planning)
HT.0023 Cellular Manufacturing
HT.0149 Techniques of Detailed Capacity Planning Process
4.1.18

Practices

4.1.19

Selection of a transportation mode and service provider in order to meet due dates, cost and service
objectives
Processes
sD1.5 Build Loads

sD2.5 Build Loads
sD3.5 Build Loads
Experiences
HE.0141 Knowledge of the company's product/services to offer best fit to the customer's
requirements/packaging configurations
HE.0180 Packaging Configuration and Palletizing
Aptitudes
Trainings
HT.0006 APICS CPIM

HT.0130 Shop Floor-system specific
4.1.20

Working knowledge of the procurement process and the ability to clearly disseminate specific
contractual or technical requirements which have changed to Sourced contractors, suppliers or
vendors.
Processes

Experiences
HE.0005 Advanced Procurement

Aptitudes
HA.0011 Collaborative
Trainings
Practices
4.1.21

Working knowledge of procurement process for requesting and receiving bids/quotes from
competing contractors, suppliers, or vendors based on product part numbers, scope, specifications,
terms and conditions and in some cases, the criteria by which the bids will be evaluated.
Processes
Experiences
Practices

4.1.22

Working knowledge of Consignment Agreements which are when one party provides goods/services
to another party for sale by that other party. The initial party only gets paid when the other party
completes the sale of the goods/services.
Processes

Experiences
HE.0035 Consignment practices
Practices

4.1.23

Experience in solicitation process, bid/proposal evaluation, contract award and post award
administration, and closeout. Such knowledge for setting up such agreements is required throughout
the Source functions.
Processes

Experiences

HE.0014 Business model and sales channel
HE.0028 Collaborative Planning, Forecasting and Replenishment (CPFR)
HE.0030 Company Pricing/Margin Policy
HE.0031 Company terms and conditions
HE.0033 Configuration Management
HE.0041 Contractual Terms & Conditions
HE.0081 Engineering/Design Management
HE.0093 Establishing Technical/Contracts Team
HE.0146 Legal Impact
HE.0153 Managing and Measuring Performance
HE.0167 Negotiation
HE.0177 Order-to-cash process
4.1.24

HE.0188 PLM/PDM knowledge

Aptitudes
HA.0001 Accountable
HA.0002 Accurate
HA.0015 Conflict Resolution Skills
HA.0038 Initiative
HA.0046 Numeracy
HA.0059 Rules Driven
HA.0070 Validation
Trainings
HT.0028 Contract Management

HT.0030 Contracting for Supply Professionals
HT.0038 CTL
HT.0051 Equipment & Machine usage certification (trucks & lifting equipment)
HT.0114 Quality Management Systems
Practices

4.1.25

Awareness of relevant regulations, laws and requirements, whether external or internal, and the
ability to devise, implement and document the relevant and necessary controls in order to maintain
compliance and successfully pass auditing requirements.
Processes

Experiences
Aptitudes
HA.0013 Compliance Orientation
Practices

4.1.26

Basic financial understanding of analyzing the costs/prices associated with a bid/proposal/quotation

for a sourced product for the purpose of attaining best cost/price and/or best value for that product.
Also used to determine general understanding of the requirements by the supplier(s) and price
reasonableness.
Processes

Experiences

HE.0042 Cost Analysis
Trainings
Practices

4.1.27

A documented set of basic principles and associated guidelines, formulated and enforced by the
governing body or an assigned committee of an organization that direct and limit a company's
decisions and actions in pursuit of its objectives.
Processes

Experiences
HE.0050 Creating/Reviewing/Updating Company Policies

HE.0079 Enforcing Company Policies
HE.0123 Industry Specific Regulatory Knowledge
HE.0216 Regulatory Policies/Compliance
HE.0268 Supply Chain Management
Aptitudes
HA.0001 Accountable
HA.0009 Business Performance Management
HA.0038 Initiative
HA.0058 Results & Quality Orientation
Practices
4.1.28

Set of activities to assess and rate the credit risk of a customer (ability to meet their financial
obligations), identify/block non-creditworthy customers, manage outstanding balances, process
credits, and investigate/pursue overdues.
Processes

sD1.15 Invoice
sD2.15 Invoice
sD3.15 Invoice
Experiences
HE.0003 Accounts Receivable
HE.0024 Cash Application
HE.0029 Collections
HE.0051 Credit Management
HE.0073 Dispute Management
HE.0117 Import/Export Regulations
HE.0167 Negotiation
HE.0181 Payment methods
Aptitudes
HA.0002 Accurate
HA.0057 Reliable
Trainings
HT.0006 APICS CPIM

HT.0046 Engineering
4.1.29

HT.0133 Six Sigma Greenbelt
4.1.30

Basic knowledge of linking, staging and moving received sourced products with/to existing open
orders minimizing the need for product inventory or storage.
Processes

Experiences
HE.0054 Cross Docking
Aptitudes
Trainings
HT.0080 ISO Certification
HT.0098 MRP Systems training
4.1.31

The process or the work flow associated with the identification, receipt, acceptance, picking,
packing, delivery and of the packed item(s) to a shipping carrier.
Processes

Experiences

HE.0053 CRM Methods and Tools
Aptitudes
HA.0002 Accurate
Trainings
HT.0006 APICS CPIM

HT.0046 Engineering
Practices

4.1.32

The process for managing a company's relations and interactions with clients and sales prospects,
possibly including the synchronization of business processes with the objective of identifying,
attracting, and managing new and existing customers.
Processes

Experiences
HE.0002 Accounting
HE.0057 Customer Relationship Management (CRM)
HE.0058 Customer Requirements Management
HE.0082 Enterprise Business Process
HE.0096 Existing internal metrics and relationships
HE.0122 Industry Specific Knowledge and Experience
HE.0127 Internal market/SKU segmentation logic
HE.0167 Negotiation
4.1.33

HE.0176 Order Processing System/Enterprise Resource Planning Systems Usage

(ERP) System
HE.0198 Product Life Cycle Management
HE.0199 Product Portfolio understanding
HE.0221 Return Process
HE.0269 Supply Chain Performance Management/Metrics
HE.0302 Vendor Managed Inventory
Aptitudes
HA.0002 Accurate
HA.0004 Analytical
HA.0018 Cross Functional
HA.0022 Detail Oriented
HA.0037 Information Management
HA.0039 Leadership
HA.0045 Negotiator
HA.0052 Presenter
Trainings
HT.0017 Business model and sales channel

HT.0026 Company Policies, Mission and Strategy, Business Conduct
HT.0046 Engineering
HT.0061 Fork Truck Licensing
HT.0089 Logistics Management
HT.0095 Mechanic Certification
4.1.34

HT.0101 NDT
HT.0134 Six Sigma Yellow belt
Practices

4.1.35

The actions, tasks and responsibilities concerned with the decision to repair all mechanical/electrical
out of order/broken products in line with the internal return rules.
Processes

Experiences
HE.0002 Accounting
HE.0017 Business Rules/Regulatory Policy/Company Return Policy
HE.0067 Defective product handling
HE.0095 Excess product handling
HE.0167 Negotiation
Aptitudes
HA.0045 Negotiator
Trainings
HT.0066 Green systems engineering

HT.0070 Industry specific regulatory certification
HT.0116 Regulatory Compliance
HT.0129 Scrap Re-Selling
Practices
4.1.36


4.1.37

Process of transferring customer/supplier information by speech or writing
Processes
Aptitudes
HA.0006 Builds Collaborative Relationships & Seeks to Build Consensus
Trainings
Practices

4.1.38

HS.0033 Data Management
Working knowledge of the processes required to develop, execute and sustain plans, policies,
programs and practices that control, protect, deliver and enhance the value of data and information
systems/assets.
Processes

Experiences
HE.0039 Contract Administration/Management

HE.0066 Data/Document Management
HE.0296 Utilizing Company Specific Business Systems
HE.0297 Utilizing Customer Relationship Management System
HE.0299 Utilizing Transportation Management Systems
HE.0300 Utilizing Warehouse Management Systems
Aptitudes
HA.0001 Accountable
HA.0038 Initiative
4.1.39

HS.0033 Data Management

Trainings
HT.0006 APICS CPIM

HT.0046 Engineering
HT.0135 Software training programs (depends on software)
Practices

BP.012 Lot Tracking
4.1.40

Knowledge of techniques, systems, tools and human skills required to establish effective procedures
to identify defective and missing product and then report onward, either internally or externally,
ensuring closure on reports and improvements to avoid future repetition.
Processes

Experiences
HE.0007 Asset Management

HE.0043 Cost Effectiveness
HE.0072 Disposition Resolution
HE.0240 Shelf Life Management
HE.0274 Technical Collaboration
Aptitudes
HA.0046 Numeracy
HA.0070 Validation
4.1.41

Trainings
HT.0009 Basic and Advanced Business

HT.0046 Engineering
HT.0060 Forecasting Techniques
HT.0101 NDT
Practices
BP.012 Lot Tracking

4.1.42

Delivery balancing is one part of Master Scheduling and involves the balancing of deliveries from
suppliers against constrained criteria. These criteria may be opening hours, FLT capacity, docking
facilities etc. The process involves negotiation with suppliers as well as capacity planning internally.
Processes

Experiences

Aptitudes
Practices
4.1.43

Basic knowledge of scheduling and managing sourced product deliveries in order to meet the
requirements of inventory replenishment or scheduled production plans.
Processes

Experiences
HE.0025 CDR
HE.0052 Critical Path
HE.0136 Item Master
HE.0182 PDR
HE.0277 Technical Requirements Understanding
Aptitudes
HA.0061 Situational Awareness
Trainings
HT.0006 APICS CPIM

Practices

4.1.44

The manufacturing management process by which raw materials and production capacity are
optimally allocated to meet demand
Processes

Experiences
HE.0048 Cost/Service Modeling
HE.0069 Demand Management
HE.0104 Forecasting
HE.0150 Make/Buy decision analysis
HE.0167 Negotiation
HE.0200 Product Profitability
HE.0229 Safety Stock Management
HE.0241 Shipment Planning/ Order Backlog Manipulation
4.1.45

HE.0251 Statistical Modeling/Analysis

HE.0263 Supplier production and lead time capabilities
HE.0264 Supplier Relationship Management (SRM)
Aptitudes
HA.0004 Analytical
HA.0039 Leadership
HA.0045 Negotiator
HA.0052 Presenter
Trainings
HT.0002 Advanced Excel Techniques

HT.0006 APICS CPIM
HT.0027 Conflict Resolution
HT.0034 CPFR
HT.0066 Green systems engineering
HT.0067 IBF Certification
HT.0070 Industry specific regulatory certification
HT.0122 S&OP training (Oliver Wight, Tom Wallace or equivalent)
HT.0127 SCOR-S/SCOR-P Certification
HT.0129 Scrap Re-Selling
HT.0136 Statistics
HT.0142 Supply Chain Management
4.1.46


HT.0154 Vendor Managed Inventory
Practices

4.1.47

Analyzing the constraints and requirements of a product design cycle in order to evaluate and
ensure the timely availability of the product design for building and installation of a product.
Processes

Experiences

HE.0080 Engineering Capacity Management
Aptitudes
HA.0002 Accurate
4.1.48

Ownership of the official, valid (not expired) document stating that the person is authorized and able
to drive (a) class(es) of vehicles.
(
Processes
sD1.12 Ship Product

sD2.12 Ship Product
sD3.12 Ship Product
Experiences

HE.0211 Reading Maps/Using Navigator
Aptitudes
HA.0024 Diligent
HA.0066 Technology oriented
HA.0069 Trustworthy and Conscientious
Trainings

HT.0006 APICS CPIM
4.1.49

The actions, tasks, and responsibilities concerned with the observance and application of the
environment, health, and safety rules and standards.
Processes

Experiences
HE.0084 Environmental, Health and Safety Systems
Aptitudes
Trainings
HT.0050 Environmental regulation
4.1.50

Working awareness of relevant technology that could/can be used to improve the effectiveness or
efficiency of operations within Source, but also widely across the Supply Chain or the enterprise.
Must be able to deploy with appropriate financial justification using project and change management
support.
Processes

Experiences

Aptitudes
Trainings

HT.0006 APICS CPIM
4.1.51

HS.0043 Engineering
The discipline, art and profession of acquiring and applying technical, scientific, and mathematical
knowledge to design and implement materials, structures, machines, devices, systems, and
processes that safely realize a desired objective or invention
Processes

Experiences

HE.0089 Establishing Engineering and Product Design
HE.0235 Security and compliance
HE.0249 Standards and testing
HE.0275 Technical Data Understanding
4.1.52

HS.0043 Engineering
Aptitudes
HA.0001 Accountable
HA.0002 Accurate
HA.0057 Reliable
Trainings
HT.0006 APICS CPIM

HT.0122 S&OP training (Oliver Wight, Tom Wallace or equivalent)
HT.0136 Statistics
4.1.53

The end-to-end (cross-departmental, and often, cross-company) coordination of work activities that
create and deliver ultimate value to customers
Processes

Experiences
HE.0104 Forecasting
Aptitudes
HA.0045 Negotiator
Trainings

HT.0006 APICS CPIM
HT.0007 APICS CSCP
Practices
4.1.54

Familiarity and understanding of internal and external goals, objectives, rules and laws pertaining to
the operation of the Source function within the organization. Must have the ability to manage those
requirements on behalf of the organization to meet strategic goals
Processes

Experiences
HE.0112 Hazardous Materials Handling
Aptitudes
HA.0060 Safe working
Trainings
HT.0076 Inventory Management
HT.0079 ISM CPSM
HT.0097 Modeling Techniques
Practices
4.1.55

HS.0046 ERP Systems
Working awareness of and conversant with installing and operating appropriate Enterprise Resource
Planning (ERP) systems relevant to the organization concerned. ERP is defined as an integrated
computer based system used to manage internal and external resources including tangible assets,
financial resources, materials and human resources.
Processes

sM1.5 Stage Product
sM2.4 Package
sM3.5 Package
Experiences

HE.0032 Computer Literate
4.1.56

HS.0046 ERP Systems

HE.0086 ERP Software Specific Experience
(ERP) System
Aptitudes

Trainings

HT.0006 APICS CPIM
HT.0007 APICS CSCP
HT.0079 ISM CPSM
HT.0099 MS Office (Excel, PowerPoint, Word, Access)
HT.0136 Statistics
HT.0147 Team skills training
Practices
BP.012 Lot Tracking

4.1.57

HS.0048 Forecasting
The process of predicting production requirements to meet estimated sales in a particular

forecasting period. Considerations include previous sales, the general state of the economy,
consumer preferences, and competitive products. Production forecasting decisions affect budgetary
and scheduling decisions.
Processes

Experiences

HE.0139 Kanban System
HE.0206 Pull Systems
Aptitudes
HA.0004 Analytical
Trainings

HT.0006 APICS CPIM
4.1.58

HS.0048 Forecasting
HT.0007 APICS CSCP

HT.0021 Capacity Management (Aggregate Planning)
HT.0034 CPFR
HT.0067 IBF Certification
HT.0079 ISM CPSM
HT.0111 Production Plan
HT.0113 Push Systems
HT.0124 Sales and Operations Planning
HT.0136 Statistics
Practices

4.1.59

Working knowledge and ability to identify and inspect Sourced products for compliance with
contractual part numbers, specifications, drawings, etc., including quality requirements and damage-
free product receipt.
Processes

Experiences

HE.0240 Shelf Life Management
Aptitudes
HA.0042 Methodic
HA.0070 Validation
Trainings

HT.0006 APICS CPIM
HT.0007 APICS CSCP
HT.0079 ISM CPSM
Practices
BP.012 Lot Tracking

4.1.60

The knowledge and understanding of the laws and regulations governing the import and export
requirements of materials including working with the states, other federal agencies, and foreign
governments to ensure compliance with laws governing the import and export of many of these
materials.
Processes

Experiences

HE.0116 Import/Export Logistics
HE.0167 Negotiation
HE.0281 Transport Outsourcing
4.1.61

Aptitudes
HA.0004 Analytical
HA.0039 Leadership
HA.0052 Presenter
Trainings

HT.0006 APICS CPIM
HT.0007 APICS CSCP
HT.0079 ISM CPSM
HT.0096 Microsoft Project
HT.0136 Statistics
4.1.62

HS.0051 Installation Requirements
The information, resources and skills requirements to effectively install purchased products as per
customer requirements.
Processes
Experiences

HE.0125 Industry/product-specific installation experience
Aptitudes

Trainings
HT.0006 APICS CPIM

HT.0037 CSCMP
4.1.63

The process of managing requirement and constraints associated with an installation schedule in
order to effectively schedule product installation as per customer requirements.
Processes

Experiences

HE.0237 Service / Installation Management
Aptitudes
Trainings

HT.0006 APICS CPIM
4.1.64

Actions, tasks and responsibilities concerned with maintenance and update of info related to the
number of units of the company products/platform actually installed and in use around the world.
Processes

Experiences
Aptitudes
Trainings
HT.0007 APICS CSCP
Practices
BP.012 Lot Tracking
4.1.65

Conversant with and effectively manage Proprietary Data and Intellectual property on behalf of the
organization. Proprietary Data is defined as internally generated data that contains technical or other
types of information controlled by an organization to safeguard its competitive edge. Proprietary Data
may be protected by copyright, patent or trade secret laws in which case it is called Intellectual
Property
Processes

Experiences
HE.0126 Intellectual Property Reporting & Restrictions
Aptitudes
Trainings
4.1.66

The exchange of capital, goods, and services across international borders or territories
Processes

Experiences
HE.0129 International business
Trainings
HT.0062 Fundamentals of International Trade
4.1.67

Basic working knowledge and ability to read, interpret, understand, and effectively communicate
(internally and externally) technical specifications and/or drawings to support timely design and
delivery of products meeting minimum requirements.
Processes

Experiences
HE.0278 Technical Specifications
Aptitudes
Trainings
4.1.68

The formal management of the timing and quantities of goods to be ordered and stocked by an
organization in order that demand can always be satisfied without excess expenditure
Processes

sM1.5 Stage Product
sD4.4 Stock Shelf
4.1.69


Experiences
HE.0001 ABC Accounting

HE.0002 Accounting
HE.0006 Allocation rules and strategy
HE.0059 Customer Service Strategy Agreements
HE.0063 Cycle Counting
HE.0085 EOQ management
HE.0104 Forecasting
HE.0111 Handling Management
4.1.70

HE.0119 Industrial engineering

HE.0132 Inventory strategy
HE.0152 Management of service Strategy agreements with customers
HE.0167 Negotiation
HE.0175 Order Management
(ERP) System
HE.0184 Performance/Cost Trade-offs
HE.0187 Planogram tool usage
HE.0196 Product display management
HE.0214 Regulatory and company return policy
HE.0229 Safety Stock Management
HE.0234 Scrapping procedure
HE.0300 Utilizing Warehouse Management Systems
HE.0304 Warehouse Experience
4.1.71

HE.0307 Waste Disposal Procedure

Aptitudes
HA.0001 Accountable
HA.0002 Accurate
HA.0004 Analytical
HA.0038 Initiative
HA.0039 Leadership
HA.0045 Negotiator
HA.0047 Organized
HA.0052 Presenter
HA.0053 Prioritization
HA.0070 Validation
Trainings

HT.0006 APICS CPIM
HT.0007 APICS CSCP
HT.0011 Basic Inventory Concepts
HT.0018 C.P.I.M. Certification
HT.0037 CSCMP
HT.0038 CTL
HT.0039 CTPAT
HT.0045 Enabling Technology
4.1.72


HT.0079 ISM CPSM
HT.0136 Statistics
HT.0140 Supplier Relationship Management (SRM)
HT.0146 Taxes/Duties Education
Practices

BP.009 Kanban
4.1.73

HS.0060 Issue Proposal/Quote
The compilation of all required specifications and details need to generate and communicate an
RFP/Q.
Processes
Experiences
HE.0210 Quotation/CRM tool
Trainings
HT.0006 APICS CPIM
4.1.74

The ability to understand, interpret and effectively communicate a part master record (item master)
or bill of materials (BOM) of parts lists that details description, unit of measure, dimensions, group/
family classification, production or sourcing data, quality requirements and/or restrictions, and other
pertinent information. Such item masters and BOMs are generally maintained within ERP or MRP
systems.
Processes

Experiences
HE.0294 Unit of Measure Understanding

HE.0306 Warehousing Min/Max Shelf Life
Trainings
HT.0037 CSCMP
Practices

4.1.75

The process of aggregating and packing all elements belonging to a customer order.
Processes
sD1.10 Pack Product

sD2.10 Pack Product
sD3.10 Pack Product
Experiences

HE.0202 Product/Supplier Knowledge
Aptitudes
HA.0031 Feedback Acceptance
Trainings
HT.0006 APICS CPIM

HT.0038 CTL
HT.0132 Six Sigma Certification
Practices
4.1.76

Capability of calculating, understanding, reporting on, and if necessary, be able to taking corrective
action to control labor costs within one's area of responsibility against budgets or objectives that
have been set. Labor cost is defined as the total expenditure borne by employers in order to
employ workers and goes beyond straight wages or salaries.
Processes

Experiences
HE.0239 Service Provider Agreements
Aptitudes
4.1.77

HS.0064 Lead-Time Validation
The process of analyzing and validating feasibility of customer required lead-times.
Processes

Experiences

HE.0238 Service level calculation tools and metrics
Trainings
HT.0038 CTL
HT.0039 CTPAT
4.1.78

The process of identifying processes that impede the optimization of production. By using various
principles (value stream mapping, five s, root cause analysis) identify waste and/or process
inefficiencies with the goal of optimizing production.
Processes

sM1.5 Stage Product
Experiences

HE.0038 Continuous learning
HE.0044 Cost Management
HE.0055 Cross training
HE.0065 Data Collection/Input
HE.0103 Flow Manufacturing
HE.0114 Hoshin Kanri
HE.0138 Just-In-Time Inventory
HE.0139 Kanban System
4.1.79

HE.0144 Lean Manufacturing

HE.0149 Logistics sourcing strategy and contract management
HE.0190 Point of Use Storage
HE.0191 Preventative Maintenance
HE.0192 Process Engineering
HE.0194 Process management
HE.0225 Root cause analysis
HE.0243 Single Minute Exchange of Dies
HE.0250 Statistical control techniques
HE.0259 Supplier Data Exchange
HE.0301 Value Stream Mapping
HE.0308 Water Spider
Aptitudes
HA.0004 Analytical
HA.0016 Continuous learning
HA.0039 Leadership
HA.0071 Work Control
Trainings
HT.0006 APICS CPIM

HT.0037 CSCMP
HT.0038 CTL
HT.0039 CTPAT
HT.0146 Taxes/Duties Education
4.1.80

Practices
4.1.81

Legislation and Standards affect many parts of the Source activity. The context here is receiving
product and relates to general legislation affecting the product being received as well as the specific
standards or specifications that applies to the product. Knowledge and experience is required to
manage conformance systems and actions to be taken when out of conformance is detected.
Processes

Experiences

HE.0110 Government Regulations
HE.0134 ISO Compliance
Trainings
HT.0006 APICS CPIM
HT.0037 CSCMP
HT.0038 CTL
HT.0039 CTPAT
Practices
4.1.82

HS.0067 Linear Programming
The branch of mathematics concerned with the minimization or maximization of a linear function of
several variables and inequalities; used in many branches of industry to minimize costs or maximize
production
Processes
Experiences

HE.0104 Forecasting
Aptitudes
HA.0004 Analytical
Trainings
Practices
4.1.83

The process of order consolidation to meet service, cost, delivery and product specification
requirements.
Processes
sD1.5 Build Loads

sD2.5 Build Loads
sD3.5 Build Loads
Experiences
HE.0071 Dispatch procedures

HE.0147 Load building process and control
HE.0167 Negotiation
Aptitudes
HA.0002 Accurate
HA.0068 Time Management
Trainings
HT.0006 APICS CPIM

HT.0038 CTL
Practices
4.1.84

The process for planning, implementing, and controlling the efficient, effective, forward, and reverse
flow and storage of goods, services, and related information between the point of origin and the point
of consumption in order to meet customers requirements and thus add value for the customer.
Processes

sM1.5 Stage Product
4.1.85


Experiences
HE.0002 Accounting
HE.0020 Carrier Agreement Implementation
HE.0021 Carrier performance management
HE.0068 Delivery Scheduling
HE.0097 External Supplier Systems Interface
HE.0099 Finance
HE.0104 Forecasting
HE.0107 Freight Management
HE.0167 Negotiation
4.1.86


HE.0239 Service Provider Agreements
HE.0242 Shipping Document Creation/Management
HE.0258 Supplier Certification
HE.0282 Transportation Inbound/Outbound
HE.0283 Transportation Consolidation
HE.0285 Transportation Paperwork
HE.0287 Transportation Rating/Pricing
HE.0289 Transportation Scheduling
HE.0290 Transportation Tracking
HE.0292 Transportation/Freight Management
Aptitudes
HA.0002 Accurate
HA.0004 Analytical
HA.0035 Good Judgment Execution
HA.0039 Leadership
HA.0045 Negotiator
HA.0070 Validation
Trainings
HT.0003 Advanced Negotiations/Collaborative Planning
4.1.87

HT.0005 Agreement construct/Legal requirements

HT.0006 APICS CPIM
HT.0008 Automation Tools
HT.0022 CAPS
HT.0024 Certification Schemes
HT.0033 Cost/Price Analysis
HT.0036 Cross Docking
HT.0043 Electronic Data Exchange Systems
HT.0044 Electronic Identification Systems
HT.0046 Engineering
HT.0047 Enterprise & Material Resource Planning Systems
HT.0049 Enterprise Strategic Business Rules
HT.0056 Federal/National/International Regulatory Compliance
HT.0091 Managing Hazardous Materials
HT.0104 Occupational Safety & Health
HT.0106 Packaging and palletizing
HT.0117 Requirements traceability
HT.0128 SCORmark
HT.0151 Trade-offs in Logistics Costs
4.1.88

Practices

4.1.89

HS.0070 Logistics Network Modeling
The process of planning, implementing, and controlling the efficient, effective forward and reverse
flow and storage of goods, services, and related information between the point of origin and the point
of consumption in order to meet customers' requirements.
Processes

Experiences

Aptitudes
HA.0004 Analytical
Trainings

HT.0029 Contract Negotiation
HT.0036 Cross Docking
HT.0063 General Accounting
4.1.90

HS.0070 Logistics Network Modeling
HT.0065 Green Procurement

HT.0120 Risk Management
HT.0139 Subcontracting Management
HT.0153 Transportation/Logistics
Practices

4.1.91

Working knowledge of the management and integration of information, sourced product/material,

transportation, inventory, warehousing, material-handling, and packaging, and occasionally security,
between the point of origin and the point of consumption in order to meet customer requirements.
Processes

Experiences
Aptitudes
Trainings
Practices

4.1.92

A framework that identifies opportunities for performance improvement through use of performance
measures such as standards and indicators.
Processes

Experiences

HE.0172 Operations
Aptitudes
Trainings
HT.0032 Cost Reduction Efforts
Practices
4.1.93

The efficient and effective allocation of an organization's manufacturing resources and assets with
the objective of meeting customer demands/requirements.
Processes
Experiences

Aptitudes
HA.0002 Accurate
Practices

4.1.94

Knowledge of coordinating and keeping track of all the different components related to the Source
activity. Individual activities e.g. deliveries, orders, clearances, contract negotiations etc. will have
their own schedules but an overall perspective needs to be maintained both for the Source activity
and the smooth operation of the whole Supply Chain
Processes

Experiences

HE.0032 Computer Literate
Aptitudes
Trainings
HT.0005 Agreement construct/Legal requirements

HT.0021 Capacity Management ( Aggregate Planning)
HT.0024 Certification Schemes
HT.0029 Contract Negotiation
HT.0046 Engineering
4.1.95


Practices

BP.022 MRP I
4.1.96

HS.0075 Material Handling Equipment Usage
The ability to manipulate various types of material handling systems (e.g. forklifts, conveyors,
palletizers, etc.) to pick, pack, and store orders and inventory.
Processes

sD1.9 Pick Product
sD1.10 Pack Product
sD2.9 Pick Product
sD2.10 Pack Product
sD3.9 Pick Product
sD3.10 Pack Product
sD4.4 Stock Shelf
Experiences

HE.0105 Forklift or Other Material Handling Equipment Experience
HE.0227 Safety Requirements
Aptitudes
HA.0069 Trustworthy and Conscientious
Trainings
HT.0001 Advanced Accounting principles
4.1.97

HS.0075 Material Handling Equipment Usage
HT.0004 Advertising Methodologies

HT.0006 APICS CPIM
HT.0015 Blanket Purchase Agreements
HT.0037 CSCMP
HT.0064 General Procurement & Subcontracting
HT.0079 ISM CPSM
HT.0108 Procurement/Subcontracting On Job Training
4.1.98

Working knowledge of contractual requirements for the authorization of monetary payments for the
successful completion of pre-defined development or performance milestones
Processes

Experiences
HE.0262 Supplier Performance Assessment
Aptitudes
Trainings
HT.0057 Financial Accounting
HT.0078 IP, Technology patents and copyrights
4.1.99

The techniques used in material requirements planning systems to develop a detailed plan for
product manufacturing. The master production schedule takes account of the requirements of
various departments, including sales (delivery dates), finance (inventory minimization), and
manufacturing (minimization of setup times) to schedules production and the purchasing of materials
within the capacity of and resources available to the production system.
Processes

Experiences
HE.0019 Capital planning
HE.0142 Lead time management
HE.0150 Make/Buy decision analysis
Aptitudes
HA.0004 Analytical
HA.0039 Leadership
HA.0052 Presenter
Trainings

HT.0057 Financial Accounting
4.1.100

Practices
BP.022 MRP I
4.1.101

All actions which have the objective of retaining or restoring an item in or to a state in which it can
perform its required function. The actions include the combination of all technical and corresponding
administrative, managerial, and supervision actions
Experiences
HE.0164 MRO management
Practices

4.1.102

HS.0079 MRP Systems
The process of ensuring materials and products are available for production and delivery to
customers, maintaining the lowest possible level of inventory and planning manufacturing activities,
delivery schedules and purchasing activities.
Processes

sM1.4 Package
Experiences
HE.0016 Business plans

HE.0036 Construction reasoning
HE.0075 DOT/EPA
HE.0104 Forecasting
HE.0158 Master build plan
HE.0203 Production build process
Trainings
HT.0001 Advanced Accounting principles
HT.0010 Basic and Advanced Finance
HT.0046 Engineering
HT.0094 Material Planning Process
Practices

4.1.103

Working knowledge and understanding of strict regulatory adherence to health and environmental
requirements/restrictions associated with particular products as detailed on Material Safely Data
Sheets (MSDS) or Certificates of Compliance CoC), throughout product ordering, receipt, storage,
stage, transport and final delivery.
Processes

Experiences

Aptitudes
Trainings

HT.0087 Legal Rules
4.1.104

HS.0081 Office Automation Tools
Familiarity with relevant Office Automation Tools and be able to deploy against financial justification
as appropriate taking account of project and change management requirements. Office Automation
Tools are defined as all tools and methods that can be applied to office activities which make it
possible to improve effectiveness or efficiency of those activities.
Processes

Experiences
Aptitudes
Trainings
4.1.105

The process of improving various aspects of the business resulting in (such as) increased profits,
improved product or greater customer satisfaction.
Processes

Experiences
HE.0018 Capacity planning

HE.0174 Optimization software
HE.0233 SCOR
Aptitudes
Trainings
HT.0048 Enterprise Optimization
Practices

4.1.106

The process or the work flow associated with the identification, receipt, acceptance, picking,
packing, delivery and of the packed item(s) to a shipping carrier.
Processes

Experiences

HE.0098 Fast track, partial delivery
HE.0106 Forwarder management
HE.0167 Negotiation
HE.0175 Order Management
HE.0238 Service level calculation tools and metrics
HE.0270 Supply chain planning
HE.0289 Transportation Scheduling
Aptitudes
HA.0002 Accurate
4.1.107


Trainings
HT.0003 Advanced Negotiations/Collaborative Planning

HT.0033 Cost/Price Analysis
HT.0047 Enterprise & Material Resource Planning Systems
HT.0128 SCORmark
Practices

4.1.108

HS.0085 Outsourcing
A company that contracts with another company to provide services that might otherwise be
performed by in-house employees
Processes

Experiences
HE.0179 Outsourcing
Trainings
HT.0105 Outsourcing
Practices
4.1.109

HS.0086 Packaging
The processes of coordinating a system of preparing goods for transport, warehousing, logistics,
sale, and end use. This process includes any written, electronic, or graphic communications on the
packaging or on a separate but associated label.
Processes

sM1.4 Package
sM2.4 Package
sM3.5 Package
Experiences
HE.0037 Container optimization

HE.0148 Local/national/global transportation guidelines
Aptitudes
HA.0050 Physical ability
Trainings

HT.0120 Risk Management
4.1.110

Working knowledge of the processes and policies required for contractual authorization of payments
for sourced products and services. This includes basic financial accounting practices.
Processes

sD4.6 Checkout
Experiences
HE.0002 Accounting
HE.0220 Retail payment management
Aptitudes
HA.0043 Multitasking
Trainings
HT.0010 Basic and Advanced Finance

HT.0139 Subcontracting Management
Practices
4.1.111

The ability to complete a process through the use of dexterity, strength or other capacities.
Processes

Experiences
HE.0105 Forklift or Other Material Handling Equipment Experience

HE.0135 Item crib management
Aptitudes
Trainings

4.1.112

HS.0089 Physical Distribution Systems
The set of activities concerned with efficient movement of finished goods from the end of the
production operation to the consumer.
Experiences
HE.0023 Carrier selection & qualification

HE.0138 Just-In-Time Inventory
HE.0157 Marketing
HE.0169 Network Optimization
HE.0233 SCOR
HE.0297 Utilizing Customer Relationship Management System
Aptitudes
HA.0001 Accountable
HA.0038 Initiative
Trainings
HT.0074 Inventory Centralization

HT.0081 Just - In - Time (JIT)
HT.0107 Physical Distribution Systems
HT.0126 SCOR
4.1.113

HS.0090 Picking Process / Order Batching
The process of selecting and collecting SKUs and materials in a specified order and quantity with the
objective of satisfying customers orders.
Processes

Experiences

Aptitudes
Trainings

HT.0106 Packaging and palletizing
Practices
4.1.114

HS.0091 Planogram Usage and Strategies
The process of using a planogram to diagram fixtures and products to illustrate how and where retail
products should be displayed, usually on a store shelf in order to increase customer purchases
Processes

Experiences
HE.0253 Stocking plan management
Aptitudes
HA.0004 Analytical
Trainings
HT.0006 APICS CPIM

4.1.115

The analysis and setting of prices (on a per unit or volume basis) to meet required characteristics,
business rules and/or business performance requirements.
Processes

Experiences

HE.0167 Negotiation
Aptitudes
HA.0002 Accurate
Trainings

Practices

4.1.116

The knowledge and ability to arrange process steps, jobs or orders in queue, or product receipts in
the proper sequence in order to meet product/service production and deliveries as scheduled.
Processes

Experiences

HE.0190 Point of Use Storage
Aptitudes
HA.0038 Initiative
Trainings

HT.0041 Disposition Resolution
4.1.117

HS.0094 Procurement
Working knowledge of the process for acquiring goods and/or services at the best possible total cost
of ownership, in the right quantity, quality, at the right time and in the right place, with all required
documentation. This may include simple repetitive Make-to-Stock purchases or more complex Make-
to-Order or Engineer-to-Order products.
Processes

Experiences

HE.0087 Establishing Commercial Requirements
HE.0088 Establishing Effective SOW, Specifications, and Evaluation Criteria
HE.0092 Establishing Source and Evaluation Criteria
HE.0109 Funnel update/ management
HE.0210 Quotation/CRM tool
HE.0275 Technical Data Understanding
Aptitudes
HA.0046 Numeracy
Trainings
HT.0006 APICS CPIM

HT.0015 Blanket Purchase Agreements
4.1.118

HS.0094 Procurement

HT.0037 CSCMP
HT.0079 ISM CPSM
Practices

4.1.119

The analysis of stated product and configuration specifications against required and feasible
product's performance, functional, and physical requirements.
Processes

Experiences

Trainings

Practices

4.1.120

HS.0096 Product Checkout Process
The process of removing a product from inventory and exchanging funds for the value of the product
in a retail supply chain
Processes
sD4.6 Checkout
Experiences

Aptitudes

Trainings

4.1.121

Familiarity and awareness of the Product Development process and its key steps and the interaction
with the Source activity. Where Product Development activities fall to suppliers ensure a seamless
process with the product development specialists whilst managing commercial and logistical
demands and expectations. Ensure that risk and reward are controlled throughout the process with
suppliers.
Processes
Experiences
Trainings
4.1.122

The use of software or other tools to capture and maintain information on products and/or services
through their life cycle.
Processes

Experiences

Aptitudes
Trainings
Practices

4.1.123

HS.0099 Production
The process of using machines, tools, materials and labor to make things for use or sale.
Processes

Experiences
Aptitudes
Trainings
Practices
4.1.124

Actions, tasks and responsibilities concerned with the planning, scheduling and releasing of
production orders in order to satisfy demand while optimizing the available and planned resources/
capacity.
Processes
Experiences

(ERP) System
Aptitudes
Trainings
HT.0020 Capability & Organization Risks
Practices

4.1.125

The process of determining the production capacity, maximum amount of work that an organization
is capable of completing in a given period of time, needed by an organization to meet changing
demands for its products.
Processes

Experiences
HE.0059 Customer Service Strategy Agreements
HE.0085 EOQ management
HE.0167 Negotiation
Aptitudes
HA.0004 Analytical
HA.0039 Leadership
HA.0052 Presenter
4.1.126


Trainings
HT.0006 APICS CPIM

HT.0037 CSCMP
HT.0042 Distribution and warehousing policies
HT.0061 Fork Truck Licensing
HT.0118 Return Scheduling
HT.0119 Reverse Logistics
HT.0121 Routing and rating
HT.0156 Warranty Policy Training
Practices

4.1.127

The process of efficiently managing the assets to minimize the production time and costs, by
instructing a production facility what to make, when, with which staff, and on which equipment.
Processes

Experiences
HE.0034 Conflict Resolution

HE.0225 Root cause analysis
Aptitudes
HA.0004 Analytical
Trainings
HT.0006 APICS CPIM

HT.0037 CSCMP
HT.0046 Engineering
HT.0071 Industry Specific Test Stand Certification
4.1.128


Practices

4.1.129

HS.0104 Progress & Performance Reporting
The definition, implementation, and usage of metrics designed to track and improve process
performance
Processes

sD1.9 Pick Product
sD1.10 Pack Product
sD2.9 Pick Product
sD2.10 Pack Product
sD3.9 Pick Product
sD3.10 Pack Product
Experiences
HE.0065 Data Collection/Input

Aptitudes
Trainings
HT.0006 APICS CPIM

HT.0037 CSCMP
HT.0156 Warranty Policy Training
4.1.130

The discipline of planning, organizing, and managing resources to bring about the successful
completion of specific project goals and objectives.
Processes

Experiences

HE.0060 Customer Site Readiness Verification
HE.0090 Establishing Product Life Cycle
HE.0219 Resource and Installation Material Organization
HE.0310 WIP Reporting
Aptitudes
HA.0001 Accountable
HA.0002 Accurate
HA.0039 Leadership
HA.0057 Reliable
Trainings
HT.0006 APICS CPIM

HT.0037 CSCMP
HT.0040 Disposal procedure and environmental rules
4.1.131


Practices
4.1.132

Working knowledge of policies, procedures and processes required for the purchase, receipt,
transport, usage and safeguarding of all company assets, including inventory and other sourced
products. This includes regulatory requirements for proper disposal or excess.
Processes

Experiences
HE.0002 Accounting
Aptitudes
HA.0042 Methodic
Trainings

HT.0088 Load building and Planning
HT.0121 Routing and rating
4.1.133

HS.0107 Push Systems
Manufacturing system in which production is based on a projected production plan and where
information flows from management to the market, the same direction in which the materials flow
No Experiences, Aptitudes or Trainings identified.
4.1.134

The organizational structure, procedures, processes and resources needed to implement quality
management.
Processes

Experiences

HE.0045 Cost Reduction Efforts
HE.0076 Economic Repair Assessment
HE.0091 Establishing Quality Requirements
HE.0172 Operations
HE.0201 Product Structure
4.1.135


HE.0231 Sampling methods
HE.0244 Six Sigma
HE.0252 Statistical Principles
Aptitudes
HA.0004 Analytical
HA.0043 Multitasking
HA.0047 Organized
Trainings

HT.0021 Capacity Management ( Aggregate Planning)
HT.0053 Evaluating Performance of Production Operations
HT.0054 Evaluating Quality Management Process
HT.0150 Total Quality Management (TQM)
Practices
BP.012 Lot Tracking

4.1.136

HS.0110 Receiving
The process of systemically and physically moving materials from an in-bound supply source to a
short or long-term intermediate storage location.
Processes

Experiences

Aptitudes
HA.0002 Accurate
Practices

4.1.137

Actions, tasks and responsibilities concerned with a set of quality/legal/administrative/internal rules

and standards to be complied with
Processes

Experiences
Aptitudes
HA.0002 Accurate
HA.0057 Reliable
4.1.138

HS.0112 Requirements Acceptance Criteria
Ability to understand, interpret and effectively communicate to contractors, suppliers, or vendors

product specifications and/or technical data which clearly delineates specific requirements regarding
product acceptance.
Processes

Experiences
Practices
4.1.139

HS.0113 Requirements Allocation
Manage the allocation of defined specifications to materials and services being procured. Defined
specifications will be straightforward. Generic specifications will require a level of understanding and
liaison if need be with Technical personnel.
Processes

Experiences
Aptitudes
4.1.140

HS.0114 Requirements Change Control & Change Notification
Manage a system that ensures up to date specifications are available when required and that an
audit trail back to suppliers and internal Quality exists.
Processes

Experiences
HE.0027 Change management system
Aptitudes
Practices
4.1.141

HS.0115 Requirements Criteria, Verification Methods & Tools
Ability to manage all aspects of Requirements Criteria, Verification Methods and Tools.
Requirements criteria is a statement of needs, rules, standards or tests that must be used in
evaluating a decision, idea, opportunity, program, project etc. to form a correct judgment
regarding the intended goal.
Processes

Experiences
HE.0183 Performance Reporting Systems Development/Use

HE.0218 Requirements verification methods & tools
Aptitudes
HA.0042 Methodic
Practices
4.1.142

HS.0116 Requirements Defect Notification
To understand the importance of Requirements Defect Notification and to manage a system to

monitor, analyze, highlight, and then notify for action, defects arising. Trend and pattern analysis is
important as well as the correct flow of information to, and relationships with, suppliers.
Processes

Experiences
Aptitudes
Practices

4.1.143

HS.0117 Requirements Justification / Rationale
Ability to assemble and then present internally and externally the Requirements Justification/
Rationale required for your organization concerning for example the quality requirements for a vital
component/material supplied by a third party. Effective justifications/rationale will be linked to internal
as well as external requirements and fulfil short, medium and longer term needs.
Processes

Experiences
Aptitudes
Practices
4.1.144

HS.0118 Requirements Syntax, Attributes, & Baselines
Ability to demonstrate familiarity in the use of Requirements Syntax, Attributes & Baselines. For
example attributes to be considered would include: - feasible, traceable one level higher, complete,
testable, unambiguous etc.
Processes

Experiences
HE.0279 Technical writing of requirements deliverables
Practices
4.1.145

Ability to execute the process of identifying and handling products or material which require return or
disposal, regardless if it is a return for warranty repairs, damaged or defective goods (including
expired shelf life), or maintenance, repair and overhaul (MRO). This process requires to be executed
with strict compliance with all contractual terms and conditions, regulatory, and environmental (and
green) restrictions.
Processes

Experiences
HE.0146 Legal Impact

HE.0257 Supplier & shipping agreements
Aptitudes
Practices

4.1.146

The process of developing, analyzing, and maintaining an organizational return plan.
Processes
Experiences

Aptitudes
Practices
4.1.147

HS.0121 Returns Strategy Development
A system for managing the returns of faulty products.
Processes
Experiences
HE.0001 ABC Accounting

HE.0104 Forecasting
Aptitudes
HA.0004 Analytical
HA.0039 Leadership
4.1.148

End-to-end activities, responsibilities and tasks to accept, operationally process and successfully
close the returns of products/materials because of unwanted product, defect, repair, refurbishing,
recycling.
Processes

Experiences
HE.0002 Accounting
HE.0076 Economic Repair Assessment
Aptitudes
HA.0002 Accurate
Practices

4.1.149

The process by which specification and pricing proposals are evaluated, rated and accepted/rejected
based upon criteria and objectives of the overall sourcing process.
Processes
Experiences

HE.0167 Negotiation
Aptitudes
HA.0002 Accurate
4.1.150

HS.0124 Risk and Exception Management
The identification, assessment, and prioritization of risks and exceptions followed by coordinated and
economical application of resources to minimize, monitor, and control the probability and/or impact of
unfortunate events
Processes

Experiences

HE.0120 Industry Analysis of Supply Markets
HE.0167 Negotiation
Aptitudes
HA.0001 Accountable
HA.0004 Analytical
HA.0038 Initiative
HA.0039 Leadership
HA.0052 Presenter
HA.0062 Strategic Leadership & Ensuring Business Alignment
4.1.151

HS.0124 Risk and Exception Management
Trainings
HT.0092 Managing Supply Risk - AMR
Practices

4.1.152

Working knowledge and ability to identify and analyze program and critical technical process risks to
increase and the likelihood of meeting or impeding both performance criteria, schedule and cost
objectives, including the ability to identify process consequences and their likelihood of occurrence.
Processes

Experiences
HE.0002 Accounting
HE.0134 ISO Compliance
HE.0222 Risk Analysis
Aptitudes
HA.0032 Forward Thinking
Trainings

HT.0125 SCC SCRM using SCOR
Practices

4.1.153

Discovering, defining, describing, documenting and communicating supply chain risks before they
become problems and adversely affect process
Processes

Experiences

HE.0079 Enforcing Company Policies
HE.0195 Procurement experience
HE.0261 Supplier management
Aptitudes
Trainings
Practices

4.1.154
Systematic reduction in the extent of exposure to a risk and/or the likelihood of its occurrence.
Processes

Experiences
Aptitudes
Trainings
Practices

4.1.155

An activity that involves identifying the covered entity assets that may be subject to some risk
program
Processes
Experiences
Aptitudes
HA.0049 Persuasion skills
HA.0051 Political skills
Trainings
Practices

4.1.156

HS.0129 Route Planning
The process of selecting and scheduling carriers and determining the path which the product will
take from the first to the final stop of the journey, according to order delivery requirements and
geographic constraints.
Processes

Experiences
HE.0022 Carrier rating / routing guides usage

HE.0226 Routing tool usage
HE.0288 Transportation Regulations
Aptitudes
4.1.157

HS.0130 S&OP Plan Communication
The process of reviewing and communicating the output and changes in the Sales and Operations
Plan.
Processes
Experiences
Aptitudes
HA.0034 Goal Oriented
Practices

4.1.158

HS.0131 Safety Stock/Replenishment Calculations
The calculation of appropriate stocking levels to mitigate demand variability through the inclusion of
all relevant lead times, variability during lead times, and desired service levels.
Processes

sD4.4 Stock Shelf
Experiences

HE.0253 Stocking plan management
Aptitudes
HA.0004 Analytical
Trainings
HT.0019 Calculating Safety Stock
Practices

4.1.159

A set of decision-making processes to balance demand and supply, to integrate financial planning
and operational planning, and to link high level strategic plans with day-to-day operations necessary
to achieves focus, alignment and synchronization among all functions of the organization.
Processes
Experiences

HE.0271 Supply Chain Requirements
Aptitudes
HA.0004 Analytical
Practices

4.1.160

HS.0133 Six Sigma
A basic understanding of statistical analysis and/or working knowledge and ability to apply of the Six
Sigma business methodology for improving the quality of process outputs by identifying and
removing the causes of defects (errors) and, minimizing variability in business processes.
Processes

Experiences

HE.0118 Inbound quality management
Aptitudes
HA.0004 Analytical
HA.0039 Leadership
4.1.161

HS.0134 Solicitation Methods
Solicitation Methods involves one's ability to request and/or seek bids, proposals, quotations or,
requests for information and/or business, but unlike an offer it is only an indication rather than a
binding bid. In the context of Source one seeks such information prior to agreeing to, or executing
contracts. Solicitation methods can take many forms including electronic but there is a skill in
managing a breadth of interest to arrive at an appropriate contract commensurate with the
investment needed in the process.
Processes
Experiences
4.1.162

The process of identifying the products or services required and efficiently soliciting and procuring
same.
Processes

Experiences
4.1.163

HS.0136 Specific Fabrication Knowledge Based on Product
Personnel in Source should have sufficient knowledge of the specific fabrication route for any given
product to inform and illuminate the Source activity. The mindset to be involved and inquisitive is
paramount.
Processes
Experiences

4.1.164

An organization's process of defining its strategy, or direction, and making decisions on allocating its
resources to pursue this strategy, including its capital and people.
Experiences
HE.0254 Strategic Planning
Aptitudes
HA.0062 Strategic Leadership & Ensuring Business Alignment
HA.0063 Strategic Thinking
Trainings
HT.0031 Corporate Strategy
HT.0137 Strategic Issues
HT.0138 Strategic Planning
Practices

4.1.165

The process of letting and managing contracts in accordance with federal, state and local laws and
company guidelines.
Processes

Experiences
HE.0255 Subcontracting
Aptitudes
4.1.166

The process of working collaboratively with suppliers vital to the organizational success to maximize
the potential value of those relationships
Processes

Experiences

HE.0013 Bundling practices
HE.0035 Consignment practices
HE.0064 D & B Reports Review
HE.0121 Industry specific domain knowledge
HE.0128 Internal organizational vs functional knowledge
HE.0156 Market Knowledge
4.1.167


HE.0167 Negotiation
HE.0170 Off-shore contracting
HE.0185 Performance Reporting System/ERP System
HE.0213 Reducing Total Cost of Ownership
HE.0224 Risk Management
HE.0246 Spend & Supply Demand Analysis
HE.0248 Stakeholder Management
HE.0260 Supplier Identification, Qualification
HE.0266 Supply Chain Collaboration & Partnerships
HE.0272 Supply Demand Segmentation
HE.0303 Vendor Rating System
Aptitudes
HA.0003 Adaptable
HA.0004 Analytical
HA.0039 Leadership
HA.0047 Organized
HA.0052 Presenter
4.1.168


HA.0070 Validation
Practices

4.1.169

HS.0140 Supply Chain Leadership
The knowledge and know-how of supply chain including the best practices and best-in-class
systems needed to fulfill his or her duties.
Experiences
Aptitudes
HA.0017 Courageous Leadership
HA.0021 Decision-making & Decisiveness
HA.0036 Impact and Influence
Trainings
HT.0141 Supply Chain Leadership
Practices
4.1.170

The management of a network of interconnected businesses involved in the ultimate provision of

product and service packages required by end customers
Processes
Experiences
HE.0049 Creating and Management of Business Rules

HE.0256 Supervisory/Management
HE.0267 Supply Chain Leadership
Aptitudes
HA.0017 Courageous Leadership
HA.0021 Decision-making & Decisiveness
HA.0036 Impact and Influence
Trainings
HT.0072 Integrated Supply Chain Management

HT.0141 Supply Chain Leadership
Practices
4.1.171

Performance measurement and metrics used to set objectives, evaluating performance, and
determine future course of action in a supply chain
Processes

Experiences

HE.0172 Operations
Aptitudes
HA.0048 Performance for Results
Trainings

HT.0032 Cost Reduction Efforts
HT.0143 Supply Chain Performance Measurements
Practices

4.1.172

The coordination of linked resources across all or part of a supply chain in eliminating or reducing
manufacturing and logistics bottlenecks and creating optimized schedules based on shared
inventory and order information.
Experiences
HE.0186 Planning
Aptitudes
HA.0001 Accountable
HA.0032 Forward Thinking
HA.0033 Functional Business Knowledge & Expertise
HA.0038 Initiative
HA.0063 Strategic Thinking
Trainings
HT.0144 Supply chain planning
Practices

4.1.173

The process of adding/enhancing the security of the supply chain. It combines traditional practices of
supply chain management with the security requirements of the system, which are driven by threats
such as terrorism, piracy, and theft.
Processes

Experiences
HE.0094 Exception management tool usage/experience
HE.0108 Fuel Price Hedging Strategy
Aptitudes
HA.0004 Analytical
HA.0039 Leadership
4.1.174

The process of identifying, prioritizing, and aggregating, as a whole with constituent parts, all
sources of supply that are required and add value in the supply chain of a product or service at the
appropriate level, horizon and interval.
Processes
Experiences
HE.0048 Cost/Service Modeling

HE.0167 Negotiation
Aptitudes
HA.0004 Analytical
HA.0039 Leadership
HA.0045 Negotiator
HA.0052 Presenter
Practices
4.1.175

Many activities within the Source function require technical evaluation. Whilst expert opinion can be
sought, Source personnel must have sufficient technical background to be able to look at any
decision to be taken from the technical perspective. The mindset and willingness to so engage is
important. This includes an understanding of technical requirements and the ability to effectively
communication with other technical organizations within the enterprise as well as those providing the
technical specifications.
Processes
Experiences
Practices
4.1.176

Review of documentation containing instructions for installation, operation, use, maintenance, parts
list, support, and training requirements for the effective deployment of an equipment, machine,
process, or system.
Processes

Experiences
HE.0070 Diagram Reading
Aptitudes
HA.0040 Literate
HA.0041 Mechanical Ability
Practices
4.1.177

A test carried out on a machine, a component, or software before it is released for use, to ensure
that it works properly.
Processes

Experiences
Aptitudes
HA.0041 Mechanical Ability
Practices
4.1.178

Total Quality Management (or TQM) is a management concept coined by W. Edwards Demings to
reduce the errors produced during the manufacturing or service process, increase customer
satisfaction, streamline supply chain management, aim for modernization of equipment and ensure
workers have the highest level of training.
Processes

Experiences
HE.0015 Business Performance Management

HE.0027 Change management system
HE.0172 Operations
HE.0193 Process Improvement
Aptitudes
HA.0001 Accountable
HA.0029 Engagement and Motivation of Others
HA.0038 Initiative
HA.0058 Results & Quality Orientation
Trainings

HT.0126 SCOR
4.1.179

HT.0150 Total Quality Management (TQM)
Practices

4.1.180

The process of analyzing and selecting an appropriate transportation mode(s) in order to meet cost
and service objectives
Processes
sD1.5 Build Loads

sD2.5 Build Loads
sD3.5 Build Loads
Experiences
Aptitudes
Practices

4.1.181

The process of using a logical, systematic search for the source of a problem so that it can be
solved, and so the product or process can be made operational again.
Processes

Experiences
HE.0077 Electrical/ pneumatic/hydro etc.

HE.0245 Specific Systems knowledge
Practices
4.1.182

Working knowledge of procurement and Vendor Managed Inventory (VMI) business model whereby
the individual can clearly and concisely communicate specific information to a supplier for a
particular product(s) for which that supplier will take full responsibility for maintaining an agreed
inventory of the product(s).
Processes

Experiences
HE.0068 Delivery Scheduling

Trainings
HT.0154 Vendor Managed Inventory
4.1.183

Experience of and familiarity with Verification Strategies in various aspects of the Source function is
required e.g. Supplier service, quality, cost etc.
Processes

Experiences
HE.0217 Requirements management system
Aptitudes
4.1.184

HS.0156 VMI Planning and Management
The process of using a logical, systematic search for the source of a problem so that it can be
solved, and so the product or process can be made operational again.
Processes

Experiences

Aptitudes
HA.0004 Analytical
HA.0039 Leadership
Practices
4.1.185

HS.0157 Warranty Process and Policy
Actions, processes, rules aiming at regulating the commitment of a party about the performance/
quality features of its products and services to its customers.
Processes

Experiences

Aptitudes
Practices

4.1.186

The ability to understand, coordinate and execute the Return processes for the return of products or
materials covered under contractual Warranty Return and Repair terms and conditions, including
proper preparation of return authorization documentation and, the coordination for any packaging/
crating and transportation required. This may require coordination with other organizations within the
enterprise for shipment or for on-location repair by the supplier.
Processes

Experiences

HE.0041 Contractual Terms & Conditions
Aptitudes
Practices

4.1.187

The process of collecting, transporting, processing, recycling or disposing, and monitoring of waste
materials in accordance with federal, state and local laws and company guidelines.
Processes

Experiences

HE.0075 DOT/EPA
HE.0113 Hazardous Waste Disposal Guidelines
HE.0161 Materials Management
HE.0178 OSHA
HE.0244 Six Sigma
HE.0280 Trade Off Analysis
HE.0307 Waste Disposal Procedure
HE.0309 WIP Methodology
Aptitudes
HA.0047 Organized
4.1.188

HS.0161 Wave/Batch Picking
An order management process used in distribution centers by which the picking workload is divided
for the day into a series of relatively comparable intervals. Wave data includes the workload by order
or function (case picking, repack pick). Within a wave, normally orders are consolidated for enabling
efficient picking by product.
Processes
sD1.9 Pick Product

sD2.9 Pick Product
sD3.9 Pick Product
Experiences

Aptitudes
Practices
4.1.189

Special Applications
GreenSCOR
Introduction to GreenSCOR
Sustainable business models and environmental accounting are growing business concerns.
However, there are multiple approaches to measuring the total environmental footprint of an
organization or supply chain with no agreed upon standards. The SCOR Model, which is a proven
framework for defining supply chain scope and process operations as well as measuring supply
chain performance, provides an excellent foundation for environmental accounting in the supply
chain. In that regard, Supply Chain Council is proposing a set of strategic environmental metrics
that can be added to the SCOR Model to effectively allow the SCOR Model to be used as a
framework for environmental accounting. The proposed metrics are listed in the table below.
Metric Units Basis
Carbon Tons CO2 This is the unit of measure currently used for greenhouse gas emissions
Emissions Equivalent and is a measure of the climate impact from CO2 and other global warming
air emissions.
Air Tons or kg This would include emissions of major air pollutants (COx, NOx, SOx,
Pollutant Volatile Organic Compounds (VOC) and Particulate). These are the major
Emissions emissions that U.S. EPA tracks.
Liquid Tons or kg This includes liquid waste that is either disposed of or released to open
Waste water or sewer systems (these emissions are generally listed on water
Generated emissions permits).
Solid Tons or kg The total solid waste generated by the process.
Waste
Generated
% Per cent The per cent of the solid waste that is recycled.
Recycled
waste
These five metrics can be measured for each pf the SCOR level-3 processes and then aggregated
to create a level-2 and level-1 metric. These metrics are readily available for most organizations.
Environmental agencies and industry associations have developed emissions factors based on
process throughput, energy consumption, etc. for calculating these emissions. Alternatively
emissions values can be directly collected through monitoring programs or common documents
(e.g., regulatory reports, waste shipping documents, environmental permits, etc.).
By adding these metrics to the SCOR Model, an organization can use the existing SCOR based
methods for defining supply chain scope and configuration. Once that process is complete, these
metrics allow for targeted, structured data collection and calculation of metrics which ultimately
provide a total view of supply chain environmental performance. The figure below illustrates the
aggregation of these metrics along the SCOR process structure.
Using the SCOR Model as an environmental accounting framework has additional benefits as well.
First, the framework clearly ties the various emissions to the originating processes. This provides a
structure for not just measuring performance, but identifying where action can be taking to improve
performance.
5.1.1

Second, the hierarchal nature of the SCOR Model allows for strategic environmental footprint goals
to be easily translated to targets in specific activities. Likewise, when strategic goals are not being
met, the framework provides a structure for root cause analysis as well as end-to-end supply chain
optimization around environmental performance.
Lastly, as with other SCOR Model metrics, these metrics have clear definitions and a tie to process
activities that provide a foundation for effective benchmarking. This capability allows companies
to compare environmental performance of their supply chain using the same methods currently
used for comparing business performance. Through benchmarking, managers can go beyond
measuring environmental performance and understand that performance in the context of their
industry peers' performance.
The remainder of this appendix details these environmental metrics and their decomposition levels
in the same format used elsewhere in the SCOR Model.
Supply Chain Council believes that this metrics structure provides an effective tool for
environmental supply chain accounting. However, this approach is not currently in use, and,
therefore, these metrics are not included as fully approved SCOR metrics. Please provide
feedback to the Supply Chain Council on the effectiveness of this metrics structure as it is applied
to your supply chain operations.
5.1.2

GreenSCOR
Total Supply Chain Carbon Footprint GS.1.001

Plan Carbon Emissions GS.2.001
Plan Supply Chain Carbon Emissions GS.3.001
Plan Source Carbon Emissions GS.3.002
Plan Make Carbon Emissions GS.3.003
Plan Deliver Carbon Emissions GS.3.004
Plan Return Carbon Emissions GS.3.005
Source Carbon Emissions GS.2.002
Supplier Management Carbon Emissions GS.3.006
Material Acquisition Management Carbon Emissions GS.3.007
Make Carbon Emissions GS.2.003
Direct Production Carbon Emissions GS.3.008
Indirect Production-related Carbon Emissions GS.3.009
Deliver Carbon Emissions GS.2.004
Sales Order Management Carbon Emissions GS.3.010
Customer Management Carbon Emissions GS.3.011
Return Carbon Emissions GS.2.005
Source Return Carbon Emissions GS.3.012
Deliver Return Carbon Emissions GS.3.013
Total Supply Chain Environmental Footprint GS.1.002
Total Supply Chain Air Emissions GS.2.006
Plan Air Emissions GS.3.014
Source Air Emissions GS.3.015
Make Air Emissions GS.3.016
Deliver Air Emissions GS.3.017
Return Air Emissions GS.3.018
Total Supply Chain Liquid Emissions GS.2.007
Plan Liquid Emissions GS.3.019
Source Liquid Emissions GS.3.020
Make Liquid Emissions GS.3.021
Deliver Liquid Emissions GS.3.022
Return Liquid Emissions GS.3.023
Total Supply Chain Solid Emissions GS.2.008
Plan Solid Emissions GS.3.024
Source Solid Emissions GS.3.025
Make Solid Emissions GS.3.026
Deliver Solid Emissions GS.3.027
5.1.3

GreenSCOR
Return Solid Emissions GS.3.028

Total Supply Chain % Recycled GS.2.009
Plan % Recycled GS.3.029
Source % Recycled GS.3.030
Make % Recycled GS.3.031
Deliver % Recycled GS.3.032
Return % Recycled GS.3.033
Source % Recycled GS.3.030
5.1.4

GS.1.001 Total Supply Chain Carbon Footprint
The sum of the carbon equivalent emissions associated with the SCOR Level 2 processes to Plan,
Source, Make, Deliver, and Return. Total Supply Chain Carbon Footprint is the sum of emissions
from energy and fuel consumption and process related emissions.
Calculation
Total Supply Chain Carbon Footprint = Plan Carbon Emissions + Source Carbon Emissions + Make
Carbon Emissions + Deliver Carbon Emissions + Return Carbon Emissions.
Data collection
Carbon emissions are generally calculated using emission factors such as those created by the U.S.
Environmental Protection Agency, National Environmental Research Laboratory, and various
industry associations. The emission factors are generally based on energy consumption, fuel type
and consumption, or process throughput. Alternatively, actual emissions can be monitored from
discrete sources.
Discussion
Often, a supply chain represents partial use of a facility, production line, vehicle, etc. Therefore, the
carbon emissions from this infrastructure must be apportioned based on the proportional use of the
supply chain.
Hierarchy
GS.2.001 Plan Carbon Emissions

GS.2.002 Source Carbon Emissions
GS.2.003 Make Carbon Emissions
GS.2.004 Deliver Carbon Emissions
GS.2.005 Return Carbon Emissions
5.1.5

GS.2.001 Plan Carbon Emissions
The sum of carbon emissions associated with Plan. Plan carbon emissions can be calculated using
published emission factors. In most organizations, the Carbon emissions from the planning process
will consist exclusively of energy consumed to support planning tools and infrastructure, including
facilities.
Calculation
Plan Carbon Emissions = Sum of Plan Carbon Emissions (for Plan Supply Chain + Plan Source +
Plan Make + Plan Deliver + Plan Return)
Data collection
discrete sources.
Discussion
Often, energy consumption will have to be allocated to various processes based on factors such as
square footage, unit volume, revenue, or other factors.
Hierarchy
GS.3.001 Plan Supply Chain Carbon Emissions

GS.3.002 Plan Source Carbon Emissions
GS.3.003 Plan Make Carbon Emissions
GS.3.004 Plan Deliver Carbon Emissions
GS.3.005 Plan Return Carbon Emissions
5.1.6

GS.3.001 Plan Supply Chain Carbon Emissions
The sum of carbon emissions associated with Plan Supply Chain.

Calculation
Plan Supply Chain Carbon Emissions = Sum of Plan Supply Chain Carbon Emissions
Data collection
discrete sources.
Discussion
5.1.7

GS.3.002 Plan Source Carbon Emissions
The sum of carbon emissions associated with Plan Source.

Calculation
Plan Source Carbon Emissions = Sum of Plan Source Carbon Emissions
Data collection
discrete sources.
Discussion
5.1.8

GS.3.003 Plan Make Carbon Emissions
The sum of carbon emissions associated with Plan Make.

Calculation
Plan Make Carbon Emissions = Sum of Plan Make Carbon Emissions
Data collection
discrete sources.
Discussion
5.1.9

GS.3.004 Plan Deliver Carbon Emissions
The sum of carbon emissions associated with Plan Deliver.

Calculation
Plan Deliver Carbon Emissions = Sum of Plan Deliver Carbon Emissions
Data collection
discrete sources.
Discussion
5.1.10

GS.3.005 Plan Return Carbon Emissions
The sum of carbon emissions associated with Plan Return.

Calculation
Plan Return Carbon Emissions = Sum of Plan Return Carbon Emissions
Data collection
discrete sources.
Discussion
5.1.11

GS.2.002 Source Carbon Emissions
The sum of the carbon emissions associated with Source. This includes the emissions associated
with supplier management (material planning, planning procurement staff, supplier negotiation and
qualification, etc.) and emissions associated with material acquisition management (bidding and
quotations, ordering, receiving, incoming material inspection, material storage, payment
authorization, sourcing business rules and requirements, inbound freight and duties, etc.).
Calculation
Source Carbon Emissions = Sum of Carbon Emissions for Supplier Management + Carbon
Emissions for Material Acquisition Management
Data collection
discrete sources.
Discussion
Hierarchy
GS.3.006 Supplier Management Carbon Emissions

GS.3.007 Material Acquisition Management Carbon Emissions
5.1.12

GS.3.006 Supplier Management Carbon Emissions
The sum of carbon emissions associated with supplier management.

Calculation
Supplier Management Carbon Emissions = Sum of Supplier Management Carbon Emissions
Data collection
discrete sources.
Discussion
5.1.13

GS.3.007 Material Acquisition Management Carbon Emissions
The sum of carbon emissions associated with material acquisition management.

Calculation
Material Acquisition Management Carbon Emissions = Sum of Material Acquisition
Management Carbon Emissions
Data collection
discrete sources.
Discussion
5.1.14

GS.2.003 Make Carbon Emissions
The sum of the carbon emissions associated with Make.

Calculation
Make Carbon Emissions = Sum of Carbon Emissions for Direct Production + Carbon Emissions for
Indirect Production-related
Data collection
discrete sources.
Discussion
Hierarchy
GS.3.008 Direct Production Carbon Emissions

GS.3.009 Indirect Production-related Carbon Emissions
5.1.15

GS.3.008 Direct Production Carbon Emissions
The sum of carbon emissions associated with direct production.

Calculation
Direct Production Carbon Emissions = Sum of Direct Production Carbon Emissions
Data collection
discrete sources.
Discussion
5.1.16

GS.3.009 Indirect Production-Related Carbon Emissions
The sum of carbon emissions associated with indirect production-related.

Calculation
Indirect Production-related Carbon Emissions = Sum of Indirect Production-related Carbon
Emissions
Data collection
discrete sources.
Discussion
5.1.17

GS.2.004 Deliver Carbon Emissions
The sum of the carbon emissions associated with Deliver and/or Install. This includes the emission
associated with sales order management (inquiries & quotations, order entry & maintenance,
channel management, order fulfillment, distribution, transportation, outbound freight and duties,
installation, customer invoicing/accounting, new product release/phase-in, etc.) and customer
management (financing, post-sales customer service, handling disputes, field repairs, enabling
technologies, etc.)
Calculation
Deliver Carbon Emissions = Sum of Carbon Emissions for Sales Order Management + Carbon
Emissions for Customer Management
Data collection
discrete sources.
Discussion
Hierarchy
GS.3.010 Sales Order Management Carbon Emissions

GS.3.011 Customer Management Carbon Emissions
5.1.18

GS.3.010 Sales Order Management Carbon Emissions
The sum of carbon emissions associated with sales order management.

Calculation
Sales Order Management Carbon Emissions = Sum of Sales Order Management Carbon Emissions
Data collection
discrete sources.
Discussion
5.1.19

GS.3.011 Customer Management Carbon Emissions
The sum of carbon emissions associated with customer management.

Calculation
Customer Management Carbon Emissions = Sum of Customer Management Carbon Emissions
Data collection
discrete sources.
Discussion
5.1.20

GS.2.005 Return Carbon Emissions
The sum of the carbon emissions resulting from returning a product to the supplier. This includes the
carbon emissions associated with returns to original source (Verify Defective Product Emissions,
Disposition of Defective Product Emissions, Identify MRO Condition Emissions, Request MRO
Return Authorization Emissions, Schedule MRO Shipment Emissions, Return MRO Product
Emissions, etc.) and carbon emissions associated with returns from customers (Authorization
Emissions, Schedule Return Emissions, Receive Emissions, Authorize MRO Return Emissions,
Schedule MRO Return Emissions, Receive MRO Return Emissions, Transfer MRO Product
Emissions, etc.).
Calculation
Cost to Return = Sum of Carbon Emissions for Source Returns + Carbon Emissions for Customer
Returns
Data collection
discrete sources.
Discussion
Hierarchy
GS.3.012 Source Return Carbon Emissions

GS.3.013 Deliver Return Carbon Emissions
5.1.21

GS.3.012 Source Return Carbon Emissions
The sum of carbon emissions associated with return to source (Source Return).
Calculation
Source Return Carbon Emissions = Sum of Source Return Carbon Emissions
Data collection
discrete sources.
Discussion
5.1.22

GS.3.013 Deliver Return Carbon Emissions
The sum of carbon emissions associated with customer returns (Deliver Return).
Calculation
Deliver Return Carbon Emissions = Sum of Deliver Return Carbon Emissions
Data collection
discrete sources.
Discussion
5.1.23

GS.1.002 Total Supply Chain Environmental Footprint
The sum of the air, liquid, and solid waste emissions associated with the SCOR level-2 processes to
Plan, Source, Make, Deliver, and Return. Total Supply Chain Environmental Footprint is the sum of
air, liquid, and solid waste emissions from energy and fuel consumption and process related
emissions less the sum of waste that is effectively recycled.
Calculation
Total Supply Chain Environmental Footprint = Total Supply Chain Air Emissions + Total Supply Chain
Liquid Emissions + (Total Supply Chain Solid Waste Emissions * (1 - % waste recycled))
Data collection
Emissions are generally calculated using emission factors such as those created by the U.S.
industry associations as well as direct waste stream measurement. The emission factors are
generally based on energy consumption, fuel type and consumption, or process throughput.
Alternatively, actual emissions can be monitored from discrete sources (e.g., smoke stacks or waste
generating processes).
Discussion
emissions from this infrastructure must be apportioned based on the proportional use of the supply
chain.
Hierarchy
GS.2.006 Total Supply Chain Air Emissions

GS.2.007 Total Supply Chain Liquid Emissions
GS.2.008 Total Supply Chain Solid Emissions
GS.2.009 Total Supply Chain % Recycled
5.1.24

GS.2.006 Total Supply Chain Air Emissions
The sum of the air emissions associated with the SCOR level-2 processes to Plan, Source, Make,
Deliver, and Return. This includes air emissions from energy and fuel consumption and process
related emissions.
Calculation
Total Supply Chain Air Emissions = Plan Air Emissions + Source Air Emissions + Make Air
Emissions + Deliver Air Emissions + Return Air Emissions
Data collection
Air emissions are generally calculated using emission factors such as those created by the U.S.
discrete sources.
Discussion
chain.
Hierarchy
GS.3.014 Plan Air Emissions

GS.3.015 Source Air Emissions
GS.3.016 Make Air Emissions
GS.3.017 Deliver Air Emissions
GS.3.018 Return Air Emissions
5.1.25

GS.3.014 Plan Air Emissions
The sum of the air emissions associated with the SCOR level-2 processes to Plan (Plan Supply
Chain, Plan Source, Plan Make, Plan Deliver, Plan Return). This includes air emissions from energy
and fuel consumption and process related emissions.
Calculation
Plan Air Emissions = Sum of Plan Air Emissions
Data collection
discrete sources.
Discussion
chain.
5.1.26

GS.3.015 Source Air Emissions
The sum of the air emissions associated with the SCOR level-2 processes to Source. This includes
air emissions from energy and fuel consumption and process related emissions.
Calculation
Source Air Emissions = Sum of Source Air Emissions
Data collection
discrete sources.
Discussion
chain.
5.1.27

GS.3.016 Make Air Emissions
The sum of the air emissions associated with the SCOR level-2 processes to Make. This includes air
emissions from energy and fuel consumption and process related emissions.
Calculation
Make Air Emissions = Sum of Make Air Emissions
Data collection
discrete sources.
Discussion
chain.
5.1.28

GS.3.017 Deliver Air Emissions
The sum of the air emissions associated with the SCOR level-2 processes to Deliver. This includes
Calculation
Deliver Air Emissions = Sum of Deliver Air Emissions
Data collection
discrete sources.
Discussion
chain.
5.1.29

GS.3.018 Return Air Emissions
The sum of the air emissions associated with the SCOR level-2 processes to Return. This includes
Calculation
Return Air Emissions = Sum of Return Air Emissions
Data collection
discrete sources.
Discussion
chain.
5.1.30

GS.2.007 Total Supply Chain Liquid Emissions
The sum of the liquid emissions associated with the SCOR level-2 processes to Plan, Source, Make,
Deliver, and Return. This includes liquid emissions from process related emissions.
Calculation
Total Supply Chain Liquid Emissions = Plan Liquid Emissions + Source Liquid Emissions + Make
Liquid Emissions + Deliver Liquid Emissions + Return Liquid Emissions
Data collection
Liquid emissions are generally calculated using emission factors such as those created by the U.S.
industry associations. The emission factors are generally based on process throughput. Alternatively,
actual emissions can be monitored from discrete sources.
Discussion
chain.
Hierarchy
GS.3.019 Plan Liquid Emissions

GS.3.020 Source Liquid Emissions
GS.3.021 Make Liquid Emissions
GS.3.022 Deliver Liquid Emissions
GS.3.023 Return Liquid Emissions
5.1.31

GS.3.019 Plan Liquid Emissions
The sum of the liquid emissions associated with the SCOR level-2 processes to Plan. This includes
liquid emissions from process related emissions.
Calculation
Plan Liquid Emissions = Sum of Plan Liquid Emissions
Data collection
Discussion
chain.
5.1.32

GS.3.020 Source Liquid Emissions
The sum of the liquid emissions associated with the SCOR level-2 processes to Source. This
includes liquid emissions from process related emissions.
Calculation
Source Liquid Emissions = Sum of Source Liquid Emissions
Data collection
Discussion
chain.
5.1.33

GS.3.021 Make Liquid Emissions
The sum of the liquid emissions associated with the SCOR level-2 processes to Make. This includes
liquid emissions from process related emissions.
Calculation
Make Liquid Emissions = Sum of Make Liquid Emissions
Data collection
Discussion
chain.
5.1.34

GS.3.022 Deliver Liquid Emissions
The sum of the liquid emissions associated with the SCOR level-2 processes to Deliver. This
Calculation
Deliver Liquid Emissions = Sum of Deliver Liquid Emissions
Data collection
Discussion
chain.
5.1.35

GS.3.023 Return Liquid Emissions
The sum of the liquid emissions associated with the SCOR level-2 processes to Return. This
Calculation
Return Liquid Emissions = Sum of Return Liquid Emissions
Data collection
Discussion
chain.
5.1.36

GS.2.008 Total Supply Chain Solid Emissions
The sum of the Solid emissions associated with the SCOR level-2 processes to Plan, Source, Make,
Deliver, and Return. This includes solid emissions from process related emissions.
Calculation
Total Supply Chain Solid Emissions = Plan Solid Emissions + Source Solid Emissions + Make Solid
Emissions + Deliver Solid Emissions + Return Solid Emissions
Data collection
Solid emissions are generally calculated using emission factors such as those created by the U.S.
Discussion
chain.
Hierarchy
GS.3.024 Plan Solid Emissions

GS.3.025 Source Solid Emissions
GS.3.026 Make Solid Emissions
GS.3.027 Deliver Solid Emissions
GS.3.028 Return Solid Emissions
5.1.37

GS.3.024 Plan Solid Emissions
The sum of the Solid emissions associated with the SCOR level-2 processes to Plan. This includes
solid emissions from process related emissions.
Calculation
Plan Solid Emissions = Sum of Plan Solid Emissions
Data collection
Discussion
chain.
5.1.38

GS.3.025 Source Solid Emissions
The sum of the Solid emissions associated with the SCOR level-2 processes to Source. This
includes solid emissions from process related emissions.
Calculation
Source Solid Emissions = Sum of Source Solid Emissions
Data collection
Discussion
chain.
5.1.39

GS.3.026 Make Solid Emissions
The sum of the Solid emissions associated with the SCOR level-2 processes to Make. This includes
solid emissions from process related emissions.
Calculation
Make Solid Emissions = Sum of Make Solid Emissions
Data collection
Discussion
chain.
5.1.40

GS.3.027 Deliver Solid Emissions
The sum of the Solid emissions associated with the SCOR level-2 processes to Deliver. This
Calculation
Deliver Solid Emissions = Sum of Deliver Solid Emissions
Data collection
Discussion
chain.
5.1.41

GS.3.028 Return Solid Emissions
The sum of the Solid emissions associated with the SCOR level-2 processes to Return. This
Calculation
Return Solid Emissions = Sum of Return Solid Emissions
Data collection
Discussion
chain.
5.1.42

GS.2.009 Total Supply Chain % Recycled
The portion of the solid waste effectively recycled or reused associated with the SCOR level-2
processes to Plan, Source, Make, Deliver, and Return. This is the total solid waste emissions that
are effectively recycled as a percentage of the total solid waste emissions.
Calculation
Total Supply Chain % Recycled = (Plan % Recycled * Plan Solid Waste Emissions + Source %
Recycled * Source Solid Waste Emissions + Make % Recycled * Make Solid Waste Emissions +
Deliver % Recycled * Deliver Solid Waste Emissions + Return % Recycled * Return Solid Waste
Emissions) / Total Supply Chain Solid Waste Emissions
Data collection
The amount of solid waste that is recycled is generally available through process records for reuse
or invoices or bills of lading from recycling partners.
Discussion
This metric is intended to measure the waste that is actually recycled rather than the waste that can
be recycled. It is intended to reflect the true current environmental performance of the supply chain.
Hierarchy
GS.3.029 Plan % Recycled

GS.3.030 Source % Recycled
GS.3.031 Make % Recycled
GS.3.032 Deliver % Recycled
GS.3.033 Return % Recycled
5.1.43

GS.3.029 Plan % Recycled
processes to Plan. This is the total solid waste emissions that are effectively recycled as a
percentage of the total solid waste emissions.
Calculation
Plan % Recycled = (Sum of Plan Recycled) / (Sum of Plan Solid Waste Emissions)
Data collection
Discussion
5.1.44

GS.3.030 Source % Recycled
processes to Source. This is the total solid waste emissions that are effectively recycled as a
Calculation
Source % Recycled = (Sum of Source Recycled) / (Sum of Source Solid Waste Emissions)
Data collection
Discussion
5.1.45

GS.3.031 Make % Recycled
processes to Make. This is the total solid waste emissions that are effectively recycled as a
Calculation
Make % Recycled = (Sum of Make Recycled) / (Sum of Make Solid Waste Emissions)
Data collection
Discussion
5.1.46

GS.3.032 Deliver % Recycled
processes to Deliver. This is the total solid waste emissions that are effectively recycled as a
Calculation
Deliver % Recycled = (Sum of Deliver Recycled) / (Sum of Deliver Solid Waste Emissions)
Data collection
Discussion
5.1.47

GS.3.033 Return % Recycled
processes to Return. This is the total solid waste emissions that are effectively recycled as a
Calculation
Return % Recycled = (Sum of Return Recycled) / (Sum of Return Solid Waste Emissions)
Data collection
Discussion
5.1.48

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Supply Chain Operations

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Figure 1 - SCOR is organized around six major management processes

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The SCOR reference model consists of 4 major sections:

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Performance Attribute Definition

Table 1 - The SCOR Performance Attributes

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Reliability Perfect Order Fulfillment (RL.1.1)

Table 2 - The SCOR Level-1 Metrics

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Change Type SCOR ID# Specific Change Description

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Table 3, Overview of changes

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Table 4, List of volunteers

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The analysis of performance of metrics from level-1 through 3 is referred to as metrics

SCOR recognizes 10 strategic metrics (level-1 metrics):

Attribute Level-1 Metric

Reliability Perfect Order Fulfillment

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RL.2.1 % of Orders Delivered In Full

SCOR Supply Chain

BP.159 Electronic Data Interchange (EDI)

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BP.021 Sales and Operations Planning

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RL.3.33 Delivery Item Accuracy

sD1.3 Reserve Inventory and Determine Delivery Date

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sD1.13 Receive and verify Product by Customer

BP.017 Distribution Planning

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RL.3.32 Customer Commit Date Achievement Time Customer Receiving

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sD2.3 Reserve Inventory and Determine Delivery Date

BP.017 Distribution Planning

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RL.3.31 Compliance Documentation Accuracy

sD1.11 Load Vehicle and Generate Shipping Documents

BP.012 Lot Tracking

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sD1.13 Receive and verify Product by Customer

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sD3.14 Install Product

BP.089 Perfect Pick Put away

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RL.3.1 # of complaints regarding missing environmental sM1.6 Release Product to