Demand Forcasting Imp
Demand Forcasting Imp
Demand forecasting is the process of predicting future customer demand for a product or service
over a specific period. By analyzing historical data, market trends, and other relevant factors,
businesses can estimate the quantity of goods or services that customers will likely purchase in the
future.
This prediction is essential for various business operations, including inventory management,
production planning, and financial budgeting. Accurate demand forecasting helps companies
optimize their resources, reduce excess inventory, prevent stockouts, and better align their supply
with customer demand, ultimately leading to improved efficiency and profitability.
Definition The process of developing strategies and plans to The process of predicting future
meet forecasted demand, including inventory customer demand based on
management, production scheduling, and supply historical data, market trends, and
chain coordination. other factors.
Purpose To ensure that the necessary resources, processes, To estimate future demand levels to
and strategies are in place to efficiently meet the aid in making informed decisions and
forecasted demand. planning.
Focus Planning how to respond to forecasted demand to Predicting what future demand will be
ensure availability and operational efficiency. based on analysis and data.
Methods - Resource planning (e.g., inventory levels, - Qualitative methods (e.g., expert
production schedules). opinions, market research).
- Supply chain coordination (e.g., supplier - Quantitative methods (e.g., time series
management, logistics). analysis, causal models).
Data Forecast data, inventory levels, production Historical sales data, market trends,
Used capacities, supplier lead times. economic indicators, customer feedback.
Time Typically aligned with the forecasting time horizon but Can be short-term (days to
Horizon focuses on actionable planning (short-term to medium- months) or long-term
term). (years).
Output Demand plans that outline how to meet forecasted demand, Demand forecasts that
including inventory plans, production schedules, and indicate expected future sales
procurement strategies. or usage.
Tools Planning software, ERP systems, Forecasting software, statistical analysis tools,
Used inventory management tools. data visualization tools.
Example Developing a plan to increase inventory and Predicting a 10% increase in demand for
adjust production schedules to meet an a product over the next quarter based on
anticipated 10% increase in demand. historical sales data.
1. Qualitative Methods
Market Research
• Description: Involves collecting data directly from potential customers through surveys,
interviews, and focus groups.
• Best Used For: New products, markets with limited historical data, or when entering new
geographic regions.
• Advantages: Provides insights based on consumer preferences and market conditions. Useful
when historical data is sparse or unreliable.
Expert Opinion (Delphi Method)
• Description: A panel of experts is consulted to provide estimates and opinions on future demand.
The Delphi method involves multiple rounds of questioning, with feedback provided to the
experts after each round.
• Best Used For: Situations where expertise and qualitative insights are critical, and when data is
limited or uncertain.
• Advantages: Leverages collective expertise and can be adjusted based on expert feedback.
• Description: Sales teams provide their estimates of future demand based on their interaction
with customers and market knowledge.
• Best Used For: Forecasting demand for specific products or regions where sales teams have
direct insight.
• Advantages: Utilizes frontline knowledge and experience of sales personnel.
2. Quantitative Methods
• Description: Uses historical data to identify patterns or trends over time. Common techniques
include moving averages and exponential smoothing.
• Best Used For: Products with consistent and stable demand patterns. Suitable for short to
medium-term forecasting.
• Advantages: Provides a data-driven approach to forecast future demand based on historical
trends.
Causal Models
Moving Averages
• Description: Calculates the average demand over a specific number of past periods to smooth
out fluctuations and highlight trends.
• Best Used For: Products with stable demand but subject to short-term variability.
• Advantages: Simple and easy to implement, helps in identifying trends by smoothing out short-
term fluctuations.
Exponential Smoothing
3. Advanced Methods
• Description: Utilizes advanced algorithms and models to predict demand based on large datasets
and complex patterns. Techniques include neural networks, decision trees, and ensemble
methods.
• Best Used For: Complex demand patterns and large volumes of data. Suitable for industries with
high variability and multiple influencing factors.
• Advantages: Can handle vast amounts of data and identify complex patterns, leading to more
accurate forecasts.
Simulation Models
• Description: Uses simulation techniques to model different scenarios and their impact on
demand. Monte Carlo simulations are a common example.
• Best Used For: When there is significant uncertainty and variability in demand drivers.
• Advantages: Allows businesses to explore various scenarios and understand the impact of
different factors on demand.
4. Hybrid Methods
Combination Forecasting
Each forecasting method has its strengths and is suited to different types of data and business
contexts. The choice of method depends on factors such as data availability, the complexity of
demand patterns, and the specific needs of the business.
Below are some of the critical factors that affect demand forecasting:
The 10 key factors that affect demand forecasting are historical sales data, market trends, economic
conditions, seasonal variations, competitive actions, and more
1. Historical Sales Data
• Relevance: The accuracy of demand forecasting is often dependent on the quality and quantity
of historical sales data. Consistent and reliable past data allows for more accurate trend analysis
and predictions.
• Challenges: Incomplete, inconsistent, or outdated data can lead to inaccurate forecasts,
especially for products with irregular sales patterns.
2. Market Trends
3. Economic Conditions
• Relevance: Economic indicators such as inflation rates, interest rates, employment levels, and
overall economic growth can affect consumer purchasing power and, consequently, demand.
• Challenges: Economic conditions can fluctuate due to various factors, including government
policies, global events, and market disruptions, making forecasting more complex.
4. Seasonal Variations
• Relevance: Many products experience seasonal demand fluctuations based on factors such as
weather, holidays, and cultural events. Accurate forecasting must account for these variations.
• Challenges: Failing to recognize and adjust for seasonal patterns can lead to overstocking or
stockouts, both of which can be costly for businesses.
5. Competitive Actions
• Relevance: Actions taken by competitors, such as new product launches, pricing strategies,
and marketing campaigns, can influence demand for your products.
• Challenges: Competitive actions are often unpredictable and can rapidly change the demand
landscape, requiring businesses to remain vigilant and adaptable.
6. Technological Advancements
• Relevance: Technology can create new demand or render existing products obsolete. For
example, innovations in production processes, distribution channels, or product features can shift
demand patterns.
• Challenges: Rapid technological change can outpace traditional forecasting methods,
necessitating more dynamic and flexible approaches.
7. Government Regulations
• Relevance: Regulatory changes, such as new laws, tariffs, or trade agreements, can impact the
cost of goods, supply chain logistics, and ultimately consumer demand.
• Challenges: Regulatory environments can be complex and subject to change, making it difficult
to predict their impact on demand accurately.
8. Promotional Activities
• Relevance: Disruptions in the supply chain, such as delays, shortages, or changes in supplier
relationships, can affect the availability of products and influence demand.
• Challenges: Unexpected supply chain disruptions can lead to sudden changes in demand,
requiring businesses to adjust their forecasts quickly.
• Relevance: External events such as natural disasters, pandemics, political unrest, and social
movements can have a significant impact on consumer behavior and demand.
• Challenges: These events are often unpredictable and can have both short-term and long-term
effects on demand, making forecasting more complex.
• When a business accurately forecasts demand, it can better meet customer expectations by
ensuring products are available when needed. This leads to higher customer satisfaction, as
customers are less likely to experience delays or unavailability of products.
3. Cost Savings
• By aligning production and procurement with anticipated demand, businesses can reduce waste,
lower storage costs, and avoid the expenses associated with emergency orders or expedited
shipping. These efficiencies translate into significant cost savings over time.
• Accurate demand forecasting helps businesses allocate resources—such as labor, materials, and
capital—more effectively. This ensures that resources are used where they are most needed,
leading to more efficient operations and improved profitability.
• Demand forecasting provides valuable insights that inform financial planning and budgeting.
With a clear understanding of future demand, businesses can make more accurate revenue
projections, plan investments, and manage cash flow more effectively.
6. Enhanced Decision-Making
• Data-driven demand forecasting supports better decision-making across the organization. From
production schedules to marketing strategies, businesses can make informed choices that align
with market demand, leading to better overall performance.
• Businesses that effectively forecast demand are better equipped to respond quickly to market
changes. Whether it's a sudden surge in demand or an unexpected downturn, having a reliable
forecast allows companies to adapt their strategies and maintain a competitive edge.
Choosing the right demand forecasting method is crucial for businesses to accurately predict future
demand and plan accordingly. The selection of a method depends on several factors, including the
nature of the product, the availability of data, the time horizon, and the specific goals of the
forecasting process.
Below are key considerations and steps to guide the selection of the appropriate demand
forecasting method:
• Product Lifecycle Stage: Consider whether your product is new, mature, or declining. New
products may benefit from qualitative methods like market research, while mature products
might be better suited for quantitative methods like time series analysis.
• Market Dynamics: Assess the volatility and competitiveness of your market. Highly dynamic
markets might require more advanced methods, such as causal models or machine learning, to
account for various influencing factors.
• Historical Data: Determine the availability and reliability of historical sales data. Quantitative
methods like time series analysis rely heavily on robust historical data.
• External Data Sources: Consider whether you have access to external data such as economic
indicators, market trends, and customer behavior, which are essential for causal models and
advanced forecasting techniques.
• Short-Term Forecasting: If you need to forecast demand for the next few weeks or months,
methods like moving averages, exponential smoothing, and sales force estimates are typically
appropriate.
• Long-Term Forecasting: For forecasts extending beyond a year, consider methods that account
for broader trends and external factors, such as causal models or simulation models.
• Stable Demand Patterns: Products with consistent and stable demand over time may be well-
served by simpler methods like time series analysis or moving averages.
• Complex Demand Patterns: Products with irregular or seasonal demand might require more
sophisticated approaches like exponential smoothing (with seasonal adjustment) or machine
learning models.
• High Accuracy Required: If precise forecasting is critical (e.g., for high-cost or perishable
goods), advanced methods like machine learning or combination forecasting can provide more
detailed and accurate predictions.
• Moderate Accuracy Sufficient: For less critical applications, simpler methods like qualitative
expert opinion or moving averages might be sufficient.
6. Consider the Resources and Expertise Available
• Technical Expertise: Advanced methods such as machine learning and causal models require
specialized skills and tools. Ensure your team has the necessary expertise or access to external
support if choosing these methods.
• Budget and Time Constraints: Simpler methods may be more cost-effective and faster to
implement, while advanced methods may require more investment in software and analysis time.
• Combining Methods: In some cases, a combination of methods may yield the best results. For
example, a business might use time series analysis for short-term forecasting and supplement it
with expert opinions or causal models for long-term planning.
Example Scenarios
• New Product Launch: A company launching a new product may use market research and
expert opinion to forecast initial demand, as historical data is unavailable.
• Seasonal Products: A retailer forecasting demand for holiday items may rely on exponential
smoothing with seasonal adjustments to capture predictable fluctuations.
• Stable, Mature Products: A manufacturer of a well-established product with consistent
demand might use moving averages or simple time series analysis for routine forecasting.
Choosing the right demand forecasting method requires a careful analysis of various factors,
including the nature of the product, the availability of data, and the specific goals of the forecast.
By aligning the method with these factors, businesses can improve the accuracy of their forecasts
and make more informed decisions, ultimately leading to better resource allocation, customer
satisfaction, and financial performance.
Demand forecasting, while essential, is fraught with challenges that can significantly affect the
accuracy of predictions. However, each challenge can be addressed with specific strategies and
tools.
Below are the key challenges in demand forecasting, along with actionable solutions:
1. Data Quality and Availability
• Challenge: Accurate forecasting depends on high-quality data, but businesses often deal with
incomplete, outdated, or inconsistent data.
• Solution:
• Implement Data Management Systems: Use advanced data management systems to centralize
and clean data, ensuring accuracy and consistency.
• Regular Data Audits: Conduct regular audits to identify and correct data inaccuracies.
• Invest in Data Analytics Tools: Leverage data analytics tools that can process large datasets,
fill gaps in data, and identify trends more effectively.
• Challenge: Market conditions can change quickly due to economic shifts, technological
advancements, or sudden changes in consumer preferences.
• Solution:
• Adopt Agile Forecasting Methods: Implement agile forecasting techniques that allow for
frequent updates based on the latest market data.
• Use Scenario Planning: Develop multiple scenarios to prepare for different potential market
conditions.
• Monitor Market Indicators: Regularly monitor key market indicators and adjust forecasts
accordingly.
• Challenge: External events such as natural disasters, pandemics, or political instability can
drastically alter demand patterns.
• Solution:
• Build Flexibility into Supply Chains: Design flexible supply chains that can quickly adapt to
sudden changes in demand.
• Create Contingency Plans: Develop contingency plans for different types of external events.
• Use Real-Time Data: Incorporate real-time data and external signals into forecasting models to
adjust predictions as events unfold.
• Challenge: Long lead times in industries like manufacturing can make demand forecasting
particularly difficult.
• Solution:
• Implement Just-In-Time (JIT) Inventory Systems: Adopt JIT inventory practices to reduce
reliance on long forecasts and allow for more responsive production.
• Use Advanced Planning Tools: Utilize advanced planning and scheduling (APS) systems to
optimize production schedules based on demand forecasts.
• Collaborate with Suppliers: Foster close collaboration with suppliers to improve the accuracy
of lead time estimates and align production with demand.
5. Seasonal and Cyclical Variations
• Challenge: Distinguishing between normal seasonal patterns and other demand changes can be
challenging.
• Solution:
• Apply Seasonal Adjustment Techniques: Use seasonal adjustment methods, such as
exponential smoothing with seasonality, to accurately forecast seasonal demand.
• Analyze Multiple Years of Data: Review several years of historical data to identify consistent
seasonal patterns.
• Integrate Marketing and Sales Input: Include insights from marketing and sales teams to
account for planned promotions or events that may impact demand.
• Challenge: Different stages of a product’s life cycle exhibit varying demand patterns,
complicating the forecasting process.
• Solution:
• Use Life Cycle-Based Forecasting Models: Apply forecasting models that account for the
product life cycle stage (e.g., Bass diffusion model for new products).
• Monitor Product Performance Closely: Track product performance and adjust forecasts as the
product moves through its life cycle stages.
• Forecast with Flexibility: Be prepared to revise forecasts frequently, especially during the
introduction and decline phases.
• Challenge: Demand is influenced by multiple factors like price changes, marketing efforts, and
economic conditions, making it difficult to isolate their effects.
• Solution:
• Use Causal Models: Implement causal models that account for various demand drivers, such as
regression analysis to understand relationships between variables.
• Leverage Machine Learning: Utilize machine learning algorithms that can handle complex,
nonlinear relationships between demand drivers.
• Segment the Market: Break down demand drivers by different market segments to better
understand specific influences.
8. Technological Disruptions
• Challenge: Choosing the wrong forecasting model or relying on outdated techniques can lead to
significant inaccuracies.
• Solution:
• Regularly Review and Update Models: Periodically review and update forecasting models to
ensure they remain accurate and relevant.
• Conduct Back testing: Use back testing techniques to evaluate the accuracy of forecasting
models against historical data.
• Experiment with Multiple Models: Test different models and methods to determine which
provides the most accurate forecasts for your business.
• Challenge: Misalignment between departments (e.g., sales, marketing, supply chain) can lead to
inconsistent forecasting inputs and priorities.
• Solution:
• Foster Cross-Departmental Collaboration: Encourage collaboration and communication
between all departments involved in the forecasting process.
• Implement Integrated Business Planning (IBP): Adopt IBP processes that align all functions
toward common forecasting goals.
• Standardize Forecasting Procedures: Develop standardized forecasting procedures and tools
across departments to ensure consistency.
Demand forecasting involves navigating numerous challenges, but each can be effectively
managed with the right strategies and tools. By addressing these challenges head-on, businesses
can significantly improve their forecasting accuracy, leading to better decision-making, optimized
operations, and enhanced financial performance.
Demand forecasting is a crucial process that helps businesses predict future customer demand for
products or services. Accurate demand forecasting enables better inventory
management, production planning, and financial decision-making.
• Identify the Purpose: Determine why you need to forecast demand. Common objectives
include optimizing inventory levels, planning production schedules, setting sales targets, or
managing cash flow.
• Set Specific Goals: Establish clear goals, such as improving forecast accuracy by a certain
percentage or reducing stock outs by a specific amount.
• Qualitative Methods: Use qualitative methods such as expert judgment, market research, and
Delphi technique when there is limited historical data or for new products.
• Quantitative Methods: Apply quantitative methods such as time series analysis, causal models,
and machine learning for data-driven forecasts. Common techniques include:
• Moving Averages: Smooth out short-term fluctuations and highlight longer-term trends.
• Exponential Smoothing: Give more weight to recent data for more responsive forecasts.
• Regression Analysis: Identify relationships between demand and other variables, like price or
marketing spend.
• Develop Multiple Forecast Scenarios: Create different forecast scenarios (e.g., best-case,
worst-case, and most likely) to account for uncertainty and variability in demand.
• Use Forecasting Software: Leverage demand forecasting software that automates the process
and incorporates advanced algorithms, real-time data, and predictive analytics.
• Validate the Forecast: Cross-check the forecast with historical patterns and current market
conditions to ensure it aligns with business expectations.
• Integrate with Business Processes: Ensure that the forecast is integrated into key business
processes like inventory management, production planning, and financial budgeting.
• Track Forecast Accuracy: Regularly compare actual demand against the forecast to assess
accuracy. Use key performance indicators (KPIs) such as Mean Absolute Deviation (MAD) or
Mean Squared Error (MSE) to measure performance.
• Adjust as Needed: Continuously monitor the market and other external factors, and be prepared
to adjust your forecast as new information becomes available.
• Conduct Post-Forecast Analysis: After each forecasting period, analyze what worked well and
where inaccuracies occurred. Identify areas for improvement.
• Update Models and Techniques: Regularly update forecasting models and techniques to reflect
changes in the market, product life cycles, and customer behavior.
• Incorporate Feedback: Gather feedback from stakeholders across the organization to refine the
forecasting process and improve alignment with business goals.
Forecasting demand is a dynamic and ongoing process that requires careful planning, the right
data, appropriate methods, and continuous monitoring.
By following these steps, businesses can create accurate and reliable demand forecasts that drive
better decision-making, reduce costs, and improve overall efficiency.
Demand forecasting is essential for optimizing supply chain operations, managing inventory, and
ensuring that your business can meet customer demand without overstocking or understocking.
Implementing best practices can significantly improve the accuracy and effectiveness of your
demand forecasting efforts.
• Diversify Techniques: Don’t rely on a single forecasting method. Combining qualitative (expert
judgment, market research) and quantitative (time series analysis, regression models) approaches
can provide a more balanced and accurate forecast.
• Test and Compare Models: Regularly test different forecasting models against historical data
to determine which method produces the most accurate results for your specific situation.
• Leverage Real-Time Analytics: Use real-time data analytics to adjust forecasts based on the
latest market conditions, sales data, and other relevant factors.
• Integrate with Sales and Marketing Data: Connect your forecasting models with real-time
sales and marketing data to capture the impact of promotions, advertising campaigns, and other
initiatives.
• Monitor Accuracy: Continuously monitor the accuracy of your forecasts by comparing them
with actual sales and demand data. Use metrics such as Mean Absolute Percentage Error
(MAPE) to evaluate performance.
• Adjust for Changes: Be agile and ready to adjust your forecasts in response to changes in the
market, new product launches, or unexpected events.
5. Collaborate Across Departments
• Integrate Insights from All Stakeholders: Engage sales, marketing, finance, and operations
teams in the forecasting process to gather a comprehensive view of demand drivers.
• Promote Cross-Functional Collaboration: Encourage collaboration between departments to
ensure that the forecast aligns with overall business objectives and strategies.
• Include Macroeconomic Indicators: Consider the impact of economic trends, such as inflation
rates, unemployment, and consumer confidence, on demand.
• Monitor Competitor Actions: Stay aware of competitor activities, such as pricing strategies,
product launches, and market expansions, which can influence demand for your products.
• Adjust for Seasonal Variations: Use historical data to identify and account for seasonal
demand patterns, such as holiday shopping spikes or back-to-school demand.
• Plan for Cyclical Demand: Recognize and plan for cyclical demand patterns that occur
regularly, such as economic cycles or industry-specific trends.
• Invest in Technology: Implement advanced forecasting software that uses artificial intelligence
(AI) and machine learning (ML) to analyze large datasets and predict demand with greater
accuracy.
• Automation: Automate repetitive forecasting tasks to save time and reduce human error,
allowing your team to focus on strategic analysis.
• Maintain Buffer Stocks: Keep buffer stock levels to accommodate unexpected demand spikes
or supply chain disruptions.
• Agile Supply Chain Management: Develop a flexible supply chain that can quickly respond to
changes in demand, reducing lead times and increasing responsiveness.
• Develop Multiple Scenarios: Prepare for different demand scenarios (e.g., best-case, worst-
case, and most likely) to be better equipped to handle uncertainties.
• Use Sensitivity Analysis: Perform sensitivity analysis to understand how changes in key
variables (such as price or economic conditions) can impact demand.
Effective demand forecasting is a blend of art and science, requiring the right mix of data,
techniques, tools, and collaboration. By adopting these best practices, businesses can improve the
accuracy of their forecasts, leading to better inventory management, reduced costs, and enhanced
customer satisfaction.
Continuous improvement and adaptability are key to maintaining an effective forecasting process
in a dynamic business environment.
As businesses navigate an increasingly complex and dynamic marketplace, the future of demand
forecasting is set to undergo significant transformation.
Advances in technology, data analytics, and artificial intelligence (AI) are reshaping how
companies predict customer demand, enabling more accurate, agile, and proactive decision-
making.
Here’s a look at the key trends and innovations that will define the future of demand forecasting:
• AI-Driven Insights: The integration of AI and machine learning into demand forecasting
processes is revolutionizing how businesses interpret and act on data. These technologies can
process vast amounts of data in real time, identifying patterns and trends that human analysts
might miss.
• Predictive Accuracy: Machine learning algorithms continuously improve by learning from
historical data, leading to more accurate forecasts. They can also adapt to changes in consumer
behavior, market conditions, and other external factors, enhancing the reliability of predictions.
• Automation: AI-powered tools can automate the forecasting process, reducing the time and
effort required to generate accurate predictions while minimizing the risk of human error.
• Dynamic Forecasting: Future demand forecasting will increasingly rely on real-time data from
various sources, including sales channels, social media, and IoT devices. This data allows
companies to make instant adjustments to their forecasts based on the latest market
developments.
• Enhanced Responsiveness: With real-time data integration, businesses can respond more
quickly to changes in demand, such as sudden spikes or drops, ensuring that inventory levels are
always aligned with current needs.
• Leveraging Big Data: The explosion of big data offers unprecedented opportunities for demand
forecasting. By analyzing large datasets from multiple sources, companies can gain deeper
insights into customer preferences, buying patterns, and market trends.
• Advanced Statistical Models: The future will see the adoption of more sophisticated statistical
models and analytics techniques that can handle the complexity of big data, leading to more
nuanced and accurate forecasts.
• Enhanced Scenario Planning: The future of demand forecasting will involve more
sophisticated scenario planning, allowing businesses to prepare for a range of potential outcomes.
This approach enables companies to develop contingency plans for various market conditions,
reducing risk and improving resilience.
• Risk Mitigation: By incorporating risk management into the forecasting process, companies can
identify potential threats to demand, such as economic downturns or supply chain disruptions,
and take proactive measures to mitigate their impact.
The future of demand forecasting promises to be more intelligent, responsive, and integrated than
ever before. As businesses embrace new technologies and data-driven approaches, they will be
better equipped to anticipate customer needs, manage resources efficiently, and navigate the
complexities of a rapidly changing market.
By staying ahead of these trends, companies can turn demand forecasting into a powerful
competitive advantage, driving growth and success in the years to come.
Deskera MRP simplifies the process of data collection by automatically gathering data from
various sources, including sales orders, inventory levels, and production schedules. This real-time
data integration allows you to generate accurate demand forecasts quickly, reducing manual effort
and the risk of errors.
The platform offers robust forecasting models that analyze historical data to predict future demand.
Deskera MRP uses machine learning algorithms and statistical methods to identify trends and
patterns, providing you with reliable forecasts that can adapt to changes in the market.
Deskera MRP enables you to create multiple forecast scenarios to plan for different market
conditions. Whether you're preparing for a best-case, worst-case, or most likely scenario, the
platform allows you to simulate various outcomes and adjust your strategies accordingly.
By integrating demand forecasts with supply chain management, Deskera MRP helps you align
production schedules, optimize inventory levels, and reduce lead times. This integration ensures
that your business is always prepared to meet customer demand without overstocking or stockouts.
Deskera MRP provides real-time reporting and interactive dashboards, giving you instant access
to key metrics and insights. These tools allow you to monitor demand forecasts, track accuracy,
and make data-driven decisions that support your business goals.
6. Collaborative Planning
Deskera MRP facilitates cross-departmental collaboration by allowing teams to share data and
insights within a unified platform. This collaboration ensures that sales, marketing, finance, and
operations are aligned, leading to more accurate and cohesive demand forecasts.
Demand forecasting is a dynamic and critical process that plays a pivotal role in a company's
success.