Coyle Chapter 8 PowerPoint Slides

Coyle Chapter 8 PowerPoint Slides - Chapter 8 Order...

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Chapter 8 Order Management and Customer Service Learning Objectives After reading this chapter, you should be able to do the following: Understand the relationships between order management and customer service. Appreciate how organizations influence customers’ ordering patterns as well as how they execute customers’ orders. Realize that activity-based costing (ABC) plays a critical role in order management and customer service. Identify the various activities in the SCOR process D1 (deliver stocked product) and how it relates to the order-to-cash cycle.
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Learning Objectives (cont.) After reading this chapter, you should be able to do the following: Know the various elements of customer service and how they impact both buyers and sellers. Calculate the cost of a stockout. Understand the major outputs of order management, how they are measured, and how their financial impacts on buyers and sellers are calculated. Be familiar with the concept of service recovery and how it is being implemented in organizations today.
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Influencing the Order This is the phase where an organization attempts to change the manner by which its customers place orders. Order Execution This occurs when the order is received.
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Customer service : is anything that touches the customer. This includes all activities that impact information flow, product flow, and cash flow between the organization and its customers . Philosophy Philosophy elevates customer service to an organization-wide commitment to providing customer satisfaction through superior customer service.
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Customer service : Performance emphasizes customer service as specific performance measures that pervade all three definitions of customer service and address strategic, tactical, and operational aspects of order management. Activity treats customer service as a particular task that an organization must perform to satisfy a customer’s order requirements.
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Customer relationship management : is the art and science of strategically positioning customers to improve the profitability of the organization and enhance its relationships with its customer base . is not a new concept used by service industries. has not been widely used in the business-to business environment until lately. Customer action affects firm’s cost how customers order how much customers order what customers order when customers order an order
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Four basic steps in the implementation of the CRM Step 1: Segment the Customer Base by Profitability Step 2: Identify the Product/Service Package for Each Customer Segment Step 3: Develop and Execute the Best Processes Step 4: Measure Performance and Continuously Improve
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Activity-Based Costing ABC measures the cost and performance of activities, resources, and cost objects. Resources are assigned to activities, then activities are assigned to cost objects based on their use
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Coyle Chapter 8 PowerPoint Slides - Chapter 8 Order...

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