Customer Accomodation SLIDES ONLY2121 - Chapter 3 :...

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Unformatted text preview: Chapter 3 : Customer Accommodation Part One Customer Service: Where Logistics and Marketing Meet Customer service objectives dictate logistics design. Customer service: a process for providing significant value-added benefits to the supply chain in a cost-effective way. Customer Service: Where Logistics and Marketing Meet Customer service objectives dictate logistics design. Customer service: a process for providing significant value-added benefits to the supply chain in a cost-effective way. Customer Service Pretransaction Transaction Posttransaction Written policy Stockout level Installation, warranty, alterations, repairs, parts Customer told policy Order information Product tracing Organization structure Order cycle Customer claims, complaints, returns System flexibility Expedited shipments Temporary replacement of products Mgt. Services. Transshipment System accuracy Order convenience Product substitution Customer Service Pretransaction Transaction Posttransaction Written policy Stockout level Installation, warranty, alterations, repairs, parts Customer told policy Order information Product tracing Organization structure Order cycle Customer claims, complaints, returns System flexibility Expedited shipments Temporary replacement of products Mgt. Services. Transshipment System accuracy Order convenience Product substitution Stock and Lambert Strategic Logistics Management (2001) Note: the reference to the text is regarding a previous book in this class. Customer Service Pretransaction Transaction Posttransaction Written policy Stockout level Installation, warranty, alterations, repairs, parts Customer told policy Order information Product tracing Organization structure Order cycle Customer claims, complaints, returns System flexibility Expedited shipments Temporary replacement of products Mgt. Services. Transshipment System accuracy Order convenience Product substitution Stock and Lambert Strategic Logistics Management (2001) Customer Service Pretransaction Transaction Posttransaction Written policy Stockout level Installation, warranty, alterations, repairs, parts Customer told policy Order information Product tracing Organization structure Order cycle Customer claims, complaints, returns System flexibility Expedited shipments Temporary replacement of products Mgt. Services. Transshipment System accuracy Order convenience Product substitution Written policy Stock and Lambert Strategic Logistics Management (2001) Customer Service Pretransaction Transaction Posttransaction Written policy Stockout level Installation, warranty, alterations, repairs, parts Customer told policy Order information Product tracing Organization structure Order cycle Customer claims, complaints, returns System flexibility Expedited shipments Temporary replacement of products Mgt. Services. Transshipment System accuracy Order convenience Product substitution Written Policy--Based on customer needs. Customer Service Pretransaction Transaction...
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This note was uploaded on 03/23/2012 for the course ECONOMICS eco 403 taught by Professor Talatafza during the Spring '10 term at Aachen University of Applied Sciences.

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Customer Accomodation SLIDES ONLY2121 - Chapter 3 :...

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