Jeff Miller

In July, what is being called the “largest IT outage in history” grounded air cargo and travel and caused “substantial disruptions” to the networks of such supply chain giants as FedEx and UPS. While cybersecurity company CrowdStrike blamed the worldwide outage on a “software update” and not a cyberattack, the event illustrates the importance of taking measures to safeguard the supply chain systems we all rely on for the movement of goods and people. Cybersecurity is Paramount in Digital Supply Chain A Boston Consulting Group (BCG) report published in October 2023 said that “bad actors are using more sophisticated tools and techniques to exploit vulnerabilities in digital networks, and weak points can be difficult to detect. Companies with established cybersecurity capabilities are being compromised through less sophisticated third parties that are connected to their network.” Today’s Supply Chain Remains Vulnerable to Cyberattacks According to the Identity Theft Resource Center, the number of organizations targeted by supply chain cyberattacks skyrocketed by 2,600% between 2018 and 2023. Verizon’s 2024 Data Breach Investigations Report said there was a 68% year-over-year leap in the amount of “supply chain interconnection” involved in cyber breaches. Among high-profile cyberattacks affecting the supply chain: In December 2020, Forward…

Customers blame retailers less when the delay notification comes from someone else   When something goes wrong, most companies reach for the same playbook: communicate early, communicate often, and keep customers informed. It is difficult to argue with that logic. Customers hate surprises, and transparency has become a cornerstone of good service. Whether the issue is a delayed shipment, a production disruption, or a missed commitment, managers generally assume that more communication demonstrates accountability and builds trust. New research published in the Journal of Business Logistics suggests the real lesson is narrower and more useful than “communicate more.” The study shows that communication does more than transfer information. It also shapes how customers assign responsibility. The volume of communication was not what mattered. The identity of the messenger was. Researchers presented consumers with identical delivery delays following an online purchase. In the study, the same standard emails were sent to every participant: an order confirmation, a shipment notice, and a delivery confirmation. What varied was only how customers learned about the delay itself. Some received a delay notification from the retailer, some from the carrier, and others discovered the delay on their own through package tracking. The delivery outcome was…