New Customers Expectations Survey Report

The Digital Supply Chain Institute is proud to release pioneering research that provides an execution framework for transforming supply chains to meet the needs and demands of New Customers.
In 2016, DSCI urged supply chain leaders to flip from focusing on the back end of the business to the front side—the customer side. We call this a “Frontside Flip (FSF),” a customer-centric model that integrates supply and demand by breaking down the silos between the supply chain, marketing, product development, and data/IT functions to accelerate the transformation to a digital supply chain.

Grey Market Labs Joins DSCI to Help Organizations Build Secure Digital Supply Chains

New York — The Digital Supply Chain Institute (DSCI) is pleased to welcome Grey Market Labs as a new member. The Arlington, Va.-based company will work with DSCI members to address data privacy and cybersecurity issues to help enable the secure flow of information among supply chain participants.

Grey Market Labs, formed in 2018, helps organizations build and manage secure environments.

Co-founder and CEO, Kristopher Schroeder, said his organization joined DSCI because its members are exploring areas that align with the mission of Grey Market Labs. “Everybody is part of a supply chain and a Constellation of Value,” he said.

Institute membership provides Grey Market Labs access to DSCI-led forums where members openly discuss marketplace challenges. “From the first executive session I attended, it was a small group of executives committed to legitimately solving problems for this space by having a very open discussion,” said Schroeder. “It’s very rare that you get into such an open forum.”

“We are very pleased to have Grey Market Labs join the DSCI Family. The cybersecurity aspect of supply chain resilience is more important than ever for companies and their value chain networks,” said Marko Kovacevic, DSCI Managing Director. “Grey Market Labs brings value in this area. Having members share their knowledge, use cases, and contribute to research and case studies for real problem-solving is imperative for DSCI as a member-led organization. We welcome Gray Market Labs and look forward to an engaging relationship.”

Grey Market Labs’ Schroeder said he is excited to work with DSCI members to help build platforms where supply chain participants can “share information safely and securely while maintaining control of that information.”

DSCI is a non-profit, member-led research institute focused on the creation and application of supply chain management best practices in the digital economy. Grey Market Labs joins the global DSCI membership, including Under Armour, Colgate Palmolive, Dell, Anastasia, Craft, Streamline Media Group, Lanaco, Panama Transshipment Group, Azarc, Transworld Group, TubeIQ, DP World, BT Group, and Dragon Maritime.

DSCI Insights Into Action: Conversation with Under Armour’s Craig Jones on Data Trading

DSCInsights Into Action is a new interview series with business leaders on advancing digital supply chain transformations. In this first episode, DSCI Managing Director Marko Kovacevik talks with Under Armour’s SVP, Operations & Supply Chain Craig Jones, on how his company uses data trading to connect with customers.



DSCI Membership Helps Dragon Maritime Assess Digital Supply Chain Talent Needs

New York, October 3 — The Digital Supply Chain Institute (DSCI) is working with new member Dragon Maritime Group to design a workforce development program for the shipping and logistics company as it transitions to a digital supply chain model.

Erich Cossutta, President of the Dragon Maritime Group, said that as a new member of DSCI his company hopes to gain a better understanding of digital supply chain transformation to communicate to the company’s 250 employees. “Digital supply chain sounds like rocket science,” he said. “I need help to make people more aware of what digital supply chain is.”

Dragon Maritime, headquartered in Koper, Slovenia, is eager to exchange ideas and learn from other DSCI members. “DSCI is an organization that can give us a deep insight into what is going on and where the world is going to be in a few years,” Mr. Cossutta said. “I see it [DSCI] as a club in some ways, where you can discuss ideas, exchange information, and learn from others.”

“Having Dragon Maritime as a DSCI Member is enriching the commitment of DSCI to finding next-generation solutions to overcome shipping and logistics challenges. Companies like Dragon Maritime accelerate our member collaboration processes and amplify the value of execution of new ideas and opportunities,” said Marko Kovacevic, DSCI Managing Director. “We are happy to welcome Dragon Maritime into the DSCI family and look forward to working with them on their digital supply chain transformation and future collaboration with the global supply chain community.”

Dragon Maritime will evaluate DSCI initiatives during the coming months to determine how they fit with the company’s business needs as it transforms to a digital supply chain model. “We have a lot of changes happening internally and externally,” said Board Member Sonja Cossutta. “We don’t want to suffocate our business because this can be quite different from the way business is done right now.”

The Executive Leadership Needs Assessment currently underway will help the company develop a clearer understanding of its current digital supply chain expertise at all levels within the organization.

Dragon Maritime joins the global DSCI membership, including Under Armour, Colgate Palmolive, Dell, Anastasia, Craft, Streamline Media Group, Lanaco, Panama Transshipment Group, Azarc, Transworld Group, TubeIQ, and DP World.

Bloomberg WSW: CGE Chairman Discusses “The Government’s Role in Tech”

Sam Palmisano, Former IBM CEO & Chairman of the Center for Global Enterprise, explains why the government doesn’t always understand how to lead in tech and stresses why it’s important to get bureaucracy out of the way. (Source: Bloomberg)


Cyber Threat Grows With Rise of Digital Supply Chains

The rise of the digital supply chain has brought countless new opportunities and efficiencies for companies, helping them evolve to meet the modern customers’ demanding expectations for speed and service. However, the digital supply chain also has brought with it fresh and uniquely dangerous security risks for companies to monitor and manage.

“As companies transition to a digital supply chain, the traditional supply chain risks are still there, but there are all these new risks coming up, too,” said Craig Moss, a director of the Cyber Readiness Institute and the Digital Supply Chain Institute and executive vice president of Ethisphere. “Cybersecurity issues and data loss or information security issues are an enormous and growing threat to companies.”


Order-to-Cash: Managing for Success in Disruptive Times

Few business processes have as significant an impact on an organization and its customers as order-to-cash (O2C). It is the primary portal into how customers view their experience, and it influences a broad range of internal functions. Improvements to O2C processes can improve the customer experience and the organization’s operations.

In today’s turbulent business environment, customers have higher expectations of speed and service, and transparency in their transactions. It is O2C that drives an organization’s internal response to these new, heightened customer expectations.

Digital Supply Chain Institute and American Productivity & Quality Center (APQC) examined how 177 organizations manage and improve their order-to-cash (O2C) processes during turbulent times.

Here are just a few of the key takeaways:

  • Ensure high-quality master data, which is foundational for an effective O2C process.
  • Increase automation beginning with RPA and moving to ML and AI.
  • Centralize end-to-end process ownership.
  • Standardize the order-to-cash process.
  • Establish common goals and measurements for all stakeholders.
  • Enable order visibility and transparency for sellers and customers.

Download the full report here.

Executive Summary: Managing Order-to-Cash for Success in Disruptive Times

Digital Supply Chain Institute and American Productivity & Quality Center (APQC) examined how 177 organizations manage and improve their end-to-end order-to-cash (O2C) processes during turbulent times. O2C has a broad impact within any organization. It is the primary touchpoint for customers and influences a range of internal functions. As such, improvements to O2C can lead to improvements in the customer experience and the organization’s operations. This article summarizes the in-depth Order-To-Cash: Managing for Success in Disruptive Times Report.

Download report here.

DSCI Explores Order-To-Cash Transformation with APQC

The most successful enterprises will emerge from the pandemic with nimbler, digitally transformed supply chains, and a heightened focus on meeting the requirements of the “New Customer” — lightning-fast delivery, tailored products, and a superb customer experience. But meeting the expectations of the New Customer will require an enterprise to excel in supply chain performance and at order fulfillment to ensure their operating and financial models support each other.

The Order-To-Cash (O2C) process is the end-to-end set of business processes starting with the receipt and fulfillment of a customer order through invoice and cash collection. Effectively managing the O2C process can be a key differentiating factor for B2B and B2C businesses in today’s demanding markets. Alternatively, errors in the O2C process can impact lead times, inventory, shipments, cash flow, and of course, customer satisfaction.

To share best practices and key learnings for the O2C process, the Digital Supply Chain Institute (DSCI) is conducting joint research with APQC, a leading authority in benchmarking, best practices, and process improvement.

This research will advance the understanding of supply chain and O2C interdependencies and customer impact. “Excellent execution of the Order-to-Cash process allows an enterprise to truly understand the needs of their customers, and to translate those needs into supply chain requirements,” said Kathy Colucci, a DSCI Fellow.

By surveying more than 150 senior executives of large global companies, DSCI and APQC will be able to understand how they are handling their O2C process in terms of governing, measuring, automating, and improving it as an end-to-end process. We will identify the practices that lead to better results.

“Order-to-Cash is a critical end-to-end process that, when optimized, creates a seamless value chain from customers to the business, said Marisa Brown, Senior Principal Research Lead at APQC. “We are excited to partner with DSCI on extending our knowledge of current O2C approaches and opportunities.”

In addition to the survey, DSCI and APQC will present several case studies showcasing different steps of the O2C transformation to provide deeper insights and benchmarking for those executives interested to know more.

This initiative is a further commitment by DSCI’s research to focus internal operations on the customer. We are excited to work again with APQC on critical dimensions of our seminal work “Digital Supply Chains: A Frontside Flip.”

The results of this research will be shared over the next few months.

Now Accepting Applications for Alpha Team Virtual Internship

The Digital Supply Chain Institute (DSCI), in partnership with the Center for Global Enterprise (CGE), is excited to announce that we are accepting applications for a new Alpha Team virtual internship.

Our current Alpha Team sponsor, Dusit International, is an international hospitality company headquartered in Bangkok, Thailand. The Alpha Team will provide Dusit’s hospitality operations with a plan for Growing in a Pandemic and Post-pandemic World. Alpha Team members will have the opportunity to work with senior Dusit management and experienced mentors to help the hospitality company capture new customers, expand new markets, maximize brand value, and execute with operational advantage.

We are accepting applications beginning Monday, August 30 until Sunday, September 13 at 11:59 am EDT. The Alpha Team will run from October 1 through November 14. You will find more information and the application here:

An Alpha Team is a diverse group of up to 21 participants that collaborates on a six-week project to solve a real-world business problem for a company sponsor. The entire project is conducted online. There is no cost to participate. You can learn more about the Alpha Team program and past projects here:

Alpha Team members will have the opportunity to:

  • Work on a project that is digital, borderless, multicultural, and fast-paced
  • Apply their knowledge to solve a real-world business issue
  • Produce an actionable report for senior management
  • Expand personal and professional networks
  • Receive guidance from expert business mentors
  • Sharpen leadership and cross-cultural communications skills
  • Receive a certificate upon completion

We hope you find this Alpha Team project an exciting opportunity.