The Service Role of Logistics

The Service Role of Logistics - LogisticsManagement SCM 345...

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Logistics Management Click to edit Master subtitle style by Dr. Mark Barratt SCM 345: The Service Role of Logistics
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Logistics Management The goal for logistics is……… A. Keep existing Customers vs. B. Getting New Customers A. Cost cutting vs. B. Revenue Generation
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Logistics Management Topics to Cover Customer Service - Availability - Operational Performance Customer Satisfaction - A Model of Customer Satisfaction - Increasing Customer Expectations - Limitations of Customer Satisfaction Customer Success - How to Achieve It? - Value Added Services
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Logistics Management Customer Service: Some Questions Question: What is our objective for customer service? Question: What does this mean? - Many corporate executives struggle to be able to answer this question.
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Logistics Management Customer Service Three attributes Customer Service Availabil ity Operatio nal Perform ance Service Reliabilit y Stockout frequency Fill rate Orders shipped complete Speed Flexibility Malfunction recovery Orders shipped on-time and in Full (OTIF)
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Logistics Management Customer Service Availability (of product) Stockout frequency – the probability that a firm will not have inventory available to meet a customer order - Partial vs. full customer order - Exact same products /locations as those in the customer order vs. substitutes - Inventory is available exactly when the customer order arrives - The aggregation of all stock-outs across all products is an indicator of stockout frequency and how well a firm is positioned to provide product availability.
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Probability of Stockout per Product is 2% 0 0 . 1
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This note was uploaded on 03/06/2011 for the course SCM 345 taught by Professor Maltz during the Spring '08 term at ASU.

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The Service Role of Logistics - LogisticsManagement SCM 345...

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