Bulk discounts available. For details visit: www.amacombooks.org/go/specialsales or contact special sales: Phone: 800-250-5308 · Email: specialsls@amanet.org View all the AMACOM titles at: www.amacombooks.org This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought. Various names used by companies to distinguish their software and other products can be claimed as trademarks. AMACOM uses such names throughout this book for editorial purposes only, with no intention of trademark violation. Individual companies should be contacted for complete information regarding trademarks and registration. SAP, AcceleratedSAP, and R/3 are the trademark(s) or registered trademark(s) of SAP AG in Germany and in several other countries; SCOR is a registered trademark in the United States and Europe; DCOR and CCOR are trademarks of the Supply Chain Council; ProcessWizard is a trademark of Xelocity Limited; Microsoft, Excel, Access, Office Communicator, and Lync are registered trademarks of the Microsoft group of companies; Minitab is a registered trademark of Minitab, Inc.; GoToMeeting is a registered trademark of Citrix Online, LLC; and Cisco is a registered trademark of Cisco Systems, Inc. Library of Congress Cataloging-in-Publication Data Bolstorff, Peter. Supply chain excellence : a handbook for dramatic improvement using the SCOR model / Peter Bolstorff and Robert Rosenbaum.--3rd ed. p. cm. Includes bibliographical references and index. ISBN-13: 978-0-8144-1771-3 (hbk. : alk. paper)