Manufacturing and Service Operations: Using Social Media to Get Ahead of Consumer Demand

We asked survey respondents to score themselves on three uses of social media in manufacturing (or service operations, the service industry equivalent). (See Exhibit IV-7)

They said they used social media more extensively to spot early changes in consumer demand that could impact their production schedules. And they used social media to spot problems with suppliers less often (less than ‘moderate’ use).

Production managers said they received between moderate and high benefits from using social media to identify changes in consumer demand and quality problems. And they had less than moderate benefits using social media to identify flaws with suppliers’ products and services.

Exhibit IV-7: How Manufacturing/Service Operations Uses and Benefits from Social Media


Exhibit IV-7: How Manufacturing/Service Operations Uses and Benefits from Social Media

Mastering Digital Feedback – Findings: Business Functions
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