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Every organization wants to deliver superior customer experiences, but quantitative measurements of the overall
process of taking and delivering to customer demand have been hard to come by. Not anymore. The ACES model allows
organizations to review performance the way customers experience it so they can accelerate the kinds of improvements
that earn customer loyalty. It provides a framework for rigorous examination of ongoing operations and indentifies
where to drill down to find the root causes of performance strengths and shortfalls.
It views performance through three lenses:
• The Customer lens - measures performance of the business processes customer use up to the point where an order is placed. It also measures performance when orders go wrong and customers require additional services, such as a product return.
• The Fulfillment lens - measures business processes from the instant an order is placed until it is delivered to the location the customer designates. It measures the total time customers wait to receive products ordered and your total fulfillment costs.
• The IT lens - measures how effectively enterprise applications support your order taking and fulfillment objectives. IT is a necessary enabler of today's commerce and it requires rigorous measurement also. Information latency and visibility are huge contributors to business performance and customer experiences and require ongoing measurement.
Jagged Peak uses the ACES model as a way to measure the results our EDGE order management platform delivers.
EDGE implements leading order management processes, managing orders taken through any order channel, fulfilled by any internal or external operation, using any delivery carrier. EDGE is constructed from leading technologies and standards. It also produces the detailed analytics companies need to understand and improve the experiences their customers encounter as they place orders and have them fulfilled.
EDGE and the ACES model are powerful tools for improving customer experiences. ACES, an effective, intuitive way to quantify your strategies for acheiving customer experience superiority and to measure progress against your goals. EDGE is a highly effective order management sytem that gives you the operational platform for executing your strategies and making your goals reality. BACK