Customer-Centric Supply Chain Coordination at COSMOS Retail: Driving Responsiveness and Efficiency

Abstract

In retail, good supply chain coordination is very important because it helps stores respond quickly to changing customer needs while keeping costs low for inventory and operations. This case study looks at how COSMOS Retail tried to make their supply chain more customer-focused by working with people from different departments, sensing demand, and sharing information with suppliers. Internship observations revealed difficulties in the precision of demand forecasting, isolated decision-making, and protracted replenishment processes, all of which adversely affect customer satisfaction and product availability. The case talks about ways to improve lead-time reduction and inventory turns, such as integrated planning systems, demand signal visibility tools, and collaborative performance metrics. There are scholarly insights from supply chain coordination, demand management, and retail analytics throughout. The case asks students to come up with governance and technology solutions that balance the needs of customers with the need for a flexible and strong supply chain. The study's assumptions and limitations are acknowledged.