Being complex, large and worldwide-known company, Cisco Systems through the course of its everyday activities is engaged into a variety of business processes. I would like to distinguish and concentrate on three of them: delivering the ordered products to the customers, monitoring sales targets' achievement and managing its inputs through the communication with the company's suppliers.
Therefore, customer satisfaction is extremely important, and I have defined it among the performance variables. The list of possible performance variables alongside with corresponding measures for delivering the ordered products to the customers is as follows:
Customer satisfaction (number of repetitive purchases, proportion of returns or reclamations to the total sales, subjective customer satisfaction index measured through the periodical survey of the customers sample etc.);
Monitoring the achievements of the sales targets plays a valuable role in the managerial assessment of the previously conducted planning, the execution of the tasks, and as well in the early diagnosis of the emerging trends in the company's external environment. The corresponding performance variables and performance measures are:
Speed of the processing and actuality of the information (lag of time between the actual sales and update of the information in the system, time required to process the information, possibility of performing different queries and generating specific reports automatically).
Having effectively conducted the information and process integration, Cisco Systems was in position to take advantage of self-sourcing and outsourcing opportunities and gain flexibilit ...