SUPPLY CHAIN
Are Managers Magicians ?
By Michael Nzule
Supply chain systems are most times , concerned with keeping promises . Actually , delivering promises to clients . The chains , despite being automated , require human interventions - at key decision points for smooth flow . And in most times , managers must make decisions about unknowns . Management theory equips managers with structured approaches to decision making . Do these theories then , make managers magicians , where they are expected to deliver beyond the ordinary , humanly speaking ? Client expectations and demands keep on growing , and it seems like one requires super natural powers to cope . Service level demands within supply chain are no longer negotiable and the scope for improvement is now taken as the norm .
Effective supply chains are about connecting producers , manufacturers and consumers . This involves movement of goods and all attendant services . The systems are supported by well-defined processes and procedures , with technology playing a key pivotal role . The systems manage challenges like distance , visibility , predictability , quality as well as returns on investments in the businesses involved .
Managers are taught how to plan , direct , communicate , lead , control , resource the processes . In supply chain , nothing can be faked - it is real , services must be rendered to deliver goods like raw materials , finished ( consumer goods ), and any reverse logistics like managing returns . Structure exists , but certainty and clarity must be managed .
Unlike in fields like organizational behavior , where perception plays a key role , in supply chain , no illusions can be made about state of affairs of the supply chain - it cannot be faked . Illusions belong to the realm of magic ! Magic tends to only have one way out , one solution for every challenge . There is boxed thinking and there is no room for alternative options . Magic also thrives on withholding information or shared knowledge .
Ever wondered why then the phrase - “ this job requires a magic touch ”...? Are there magic tricks that can help a supply chain professional deliver exceptionally ? The most basic of all attributes that deliver this magic touch is experience achieved from continuous learning and sustained application of new knowledge . Magicians do a hell of dry runs to perfect a jig .
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The world of magic looks forward to pleasant surprises . However , people generally hate being fooled . It is insulting to their intelligence . Likewise , managers should never engage in surprises that fool the customers or staff . There is no room for that in supply chain too .
Managers can do the same - though the end game is not comedy or amusement , but a delighted customer . Magicians do not leave any room for errors . This sounds very familiar to great service delivery , whether it is production-on-time-in-full-with-noerrors maxim or just elimination of process waste , the supply chain professional should leave no room for errors in the drive for exceptional service .
The next point of congruence is about sensing and predicting outcomes . Having the future in mind . The end game . Can magicians really predict the future ? Remember we stated that they use illusions . Managers cannot rely of illusions - they are lucky to have a whole realm of tools and techniques , that they can deploy to estimate outcomes , estimate risks and use software to back the decision making . With this , managers are able to eliminate process blocks and navigate safely through the whole connected events and activities within the defined supply chain . The managers can then face facts and speak truth , which is critical in managing stakeholders . This also brings about accountability .
The success factor for a magician lies in the applause received for a great show . Managers should also focus on delivering a great show - no misses or near-misses - just the delivery of a perfect outcome . This should be the motivation of each manager , just like it is a must for a magician . A failed show is disaster !
Agility is defined as the ability to move quickly and easily . Sometimes this can be equated to flexibility . Don ’ t magicians do this ? They do . It is their thing . Supply chains are becoming very complicated over time . To have an effective play , the actors must be agile , they must be flexible
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