BALLOU04 - 4-1Logistics/Supply Chain Customer...

Info iconThis preview shows pages 1–8. Sign up to view the full content.

View Full Document Right Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon

Info iconThis preview has intentionally blurred sections. Sign up to view the full version.

View Full DocumentRight Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: 4-1Logistics/Supply Chain Customer Service“Logistics is no longer the ‘last frontier of cost reduction,’ it’s the new frontier of demand generation.”Chapter 44-2Customer Servicein Planning TrianglePLANNINGORGANIZINGCONTROLLINGTransport Strategy•Transport fundamentals• Transport decisionsCustomer service goals• The product•Logistics service• Ord . proc. & info. sys.Inventory Strategy• Forecasting• Inventory decisions•Purchasing and supply scheduling decisions•Storage fundamentals• Storage decisionsLocation Strategy• Location decisions•The network planning processPLANNINGORGANIZINGCONTROLLINGTransport Strategy•Transport fundamentals• Transport decisionsCustomer service goals• The product•Logistics service• Ord . proc. & info. sys.Inventory Strategy• Forecasting• Inventory decisions•Purchasing and supply scheduling decisions•Storage fundamentals• Storage decisionsLocation Strategy• Location decisions•The network planning process4-3Customer Service Defined•Customer service is generally presumed to be a means by whichcompanies attempt to differentiate their product, keep customersloyal, increase sales, and improve profits.•Its elements are:-Price-Product quality-Service•It is an integral part of the marketing mix of:-Price-Product-Promotion-Physical Distribution•Relative importance of service elements-Physical distribution variables dominateprice, product, andpromotional considerations as customer service considerations-Product availabilityand order cycle timeare dominant physicaldistribution variablesCustomer service hereCustomer Service ElementsCustomer servicePretransactionelements•Written statement of policy•Statement in hands of customer•Organizational structure•System flexibility•Technical servicesTransactionelementsStockout level•Ability to back order•Elements of order cycle•Time•Transship•System accuracy•Order conveniences•Product substitutionPosttransactionelements•Installation, warranty alterations, repairs, parts•Product tracking•Customer claims, complaints•Product packaging•Temporary replacement of product during repairs4-44-5Common Customer Service Complaints12% Damagedgoods31%Product or qualitymistakes7%Other6%Frequently cutitems44% Late delivery4-6Most Important Customer Service Elements•On-time delivery•Order fill rate•Product condition•Accurate documentation4-7Appraise This Measure...
View Full Document

This note was uploaded on 11/04/2010 for the course OPR 040 taught by Professor Ballau during the Spring '10 term at E. Kentucky.

Page1 / 25

BALLOU04 - 4-1Logistics/Supply Chain Customer...

This preview shows document pages 1 - 8. Sign up to view the full document.

View Full Document Right Arrow Icon
Ask a homework question - tutors are online