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What It Takes to Build a Customer-Centric Supply Chain with Michael Jacobs
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If you want something to improve, you measure it.
Michael Jacobs, SVP of Supply Chain at Ferguson Enterprises, believes that tracking the right metrics is the foundation of real change. In this episode, he shares how Ferguson uses perfect order index, on-time deliveries, and net promoter score to build a supply chain that puts customers first. He also explains how he balances the people, processes, and technology to drive transformation.
At Ferguson, the supply chain is more than a function; it’s the backbone of the business.
In this episode, you’ll learn:
- The key metrics that drive real transformation
- Why supply chain and sales must work as one team
- How to make smarter technology investments
Things to listen for:
(00:00) Meet Supply Chain Champion: Michael Jacobs
(02:41) Ferguson Enterprises’ unique ecosystem
(08:16) The truth about AI and emerging tech in supply chains
(12:07) Why supply chain is Ferguson’s biggest competitive advantage
(17:40) Lateral moves for long-term career growth
(21:14) Benchmarking and learning from other industry leaders
(27:16) Why COVID reshaped supply chain strategy for the better
Resources:
Connect with Michael: https://www.linkedin.com/in/michael-jacobs-bb31a78/
Connect with Eric: https://www.linkedin.com/in/eric-fullerton-111ba71a/
Connect with project44: https://www.project44.com/
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