Customer––Nike Operations is connected to its
customers by means of a physical process (the
delivery of products) and an informational process
(via CSR_s, i.e. Customer Service Representatives).
By using information directly obtained from the
customers as well as information about the processes
on the interface between Nike and its customers,
the performance towards the customers is
measured on aspects such as customer satisfaction,
shipment queries, and order fill rate.
Sustainability––This cluster contains metrics
that relate to the interaction between Nike and its
environment. In the recent past, the company has
started several projects to increase the awareness
for sustainable growth.