Sometimes Exceptional Customer service conflicts with Business Practises
We encourage sales people to focus on customer service. Infact, their performances are based on that. But a happy customer does not mean a happy company! For example, in a situation where a customer is leaving because he did not find a particular soap. At the exit, the manager comes to know of this. He also knows that a shipment has come which is yet to be opened but the soap is there in that. He goes to the back office, opens the carton and gets the soap to the customer. Excellent customer service!
But, the sale is registered in the POS and the data moves to RMS. After that, the shipment is received in SIM and data moves to RMS. This plays havoc with the cost in the system. Negative inventory has major cost implications in RMS even if it is for a short time.