Hoy en día, usamos palabras como “Googlear” con total naturalidad, aunque su significado original sea más específico. Algo similar ocurre con el término cadena de suministro, pero esta imprecisión puede afectar la claridad, la estrategia y, sobre todo, la experiencia del cliente.
Cadena de suministro no es solo logística…
Para operar con precisión, debemos reconocer tres componentes distintos que suelen agruparse erróneamente bajo un solo término:
Cadena de suministro (valor a cambio): Materia prima → partes → producto final. Responsable: Gerente de planta, VP de manufactura.
Canal de distribución (valor en uso): Ventas → entrega → instalación y capacitación. Responsable: Área comercial y operaciones externas.
Mercado de repuestos (valor en resultado): Soporte continuo, mantenimiento, refacciones, devolución, remanufactura. Responsable: OEM y red de distribuidores.
¿Por qué importa esta distinción?
Porque no hablar con claridad genera confusión. Especialmente cuando el CEO piensa en resultados finales mientras el gerente de producción piensa en abastecimiento de partes.
Pero más allá de eso, la diferencia clave es que el mercado de repuestos define la lealtad del cliente. Una mala experiencia postventa genera valor negativo y afecta la recompra. Una experiencia sobresaliente crea relaciones a largo plazo.
Centrado en el cliente: el verdadero diferenciador
Muchas empresas industriales enfocan su tiempo en la producción y ventas… dejando el soporte postventa para “cuando haya tiempo”. Esto es un error.
Una cultura verdaderamente centrada en el cliente:
Anticipa necesidades.
Facilita el contacto.
Entiende y cuida al cliente más allá de la venta.
Construye relaciones, no solo transacciones.
“Empieza por la experiencia del cliente y trabaja hacia atrás, hasta llegar a la tecnología.” Steve Jobs
El conocimiento financiero es un imperativo para los gerentes de operaciones y cadena de suministro en el mundo actual. Hablar el idioma financiero no solo les brinda un asiento en la mesa de toma de decisiones, sino que también les permite influir en el rumbo estratégico y operativo de la organización.
Es imprescindible la colaboración entre ciudades: Que cada una de ellas comparta su experiencia y casos de especialización con las demás a través de un modelo lean start up.
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Haha, this kid is going to die, and he actually angered the tree demon in front of him.Jiulian Murong Patriarch and others were also extremely shocked.
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You must know that the fire spirit is an extremely special existence.Yes, he not only stole my mysterious spar, but also the blood soul stone, I must kill him Yu Luocha also screamed.
