Order Management Order picking and assembly includes all activities from when

Order management order picking and assembly includes

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Order Management Order picking and assembly includes all activities from when an appropriate location is authorized to fill the order until goods are loaded aboard an outbound carrier
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Order Management Order picking and assembly Often represents the best opportunity to improve the effectiveness and efficiency of an order cycle Can account for up to 2/3 of a facility’s operating cost and time Source: Susan Lacefield, “Ten Tips for Faster Picking”, Logistics Management , July 2005, 71-76.
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Order Management Examples of Order Picking and Assembly technology: Handheld scanners Radio-frequency identification (RFID)
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Order Management Examples of Order Picking and Assembly technology: Voice-based order picking Pick-to-light
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Order Management Order delivery is the time from when a carrier picks up the shipment until it is received by the customer.
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Customer Service
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Customer Service Customer service is “the ability of logistics management to satisfy users in terms of time, dependability, communication , and convenience.” Source: Roger A. Kerwin, Steve W. Hartley, and William Rudelius, Marketing , 9 th ed. (Boston, MA: McGraw-Hill/Irwin, 2009), Chapter 16. Customer service is much more difficult for competitors to imitate than price cuts or other competitive strategies
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Customer Service Four dimensions of customer service include: Time Dependability Communication Convenience
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Customer Service Performance Measure Orders received on time Orders received complete Orders received damage Orders filled accurately Orders billed accurately
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Managing Customer Service Four specific customer service considerations include: Customer profitability analysis (CPA) Establishing customer service objectives Measuring customer service Service failure and recovery
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Managing Customer Service
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