there was a scenario where a contract manufacturer of foodingredients built an entire marketing campaign around best in classresponsiveness. The dominant measures they used in operations werecapacity utilization and earned hours. They didn’t measurelead-time, service level, or average days late. Based on themeasurements they had, they knew utilization was very high (97%+).Based on complaints from the sales force, they believed customerservice was poor. Using the Factory Physics Framework, pleasedescribe why it appears the company’s operations strategy does notsupport its business strategy.
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