P. 1
Logistics – Supply Chain Customer Service

Logistics – Supply Chain Customer Service

|Views: 56|Likes:
Published by manigarg

More info:

Published by: manigarg on Aug 20, 2010
Copyright:Attribution Non-commercial


Read on Scribd mobile: iPhone, iPad and Android.
download as PPT, PDF, TXT or read online from Scribd
See more
See less





Logistics ² Supply Chain Customer Service.

Mani Garg. Kurvan Dubey.


Our customers are not 2 .

Customer service is not« 3 .

g. customer service plays an important role in an organization's ability to generate income and revenue ‡ ‡ ‡ 4 . write that "customers have memories. Don Peppers and Martha Rogers. the feeling that a product or service has met the customer expectation. whether you remember them or not. "customer trust can be destroyed at once by a major service problem.Customer service ‡ Customer service is a series of activities designed to enhance the level of customer satisfaction ² that is. with a thousand small demonstrations of incompetence. From the point of view of an overall sales process engineering effort. or by automated means called self-service.. or it can be undermined one day at a time. In the book Rules to Break and Laws to Follow. Customer service is normally an integral part of a company·s customer value proposition." Further. Ph. sales and service representative). They will remember you.D. Customer service may be provided by a person (e.

CS has been referred to as the Fulfillment Process: The entire process of filling the customer·s orders. shipping the package . picking and packing the goods. This process includes the receipt of the order. providing customer service for the end user and handling the possible return of the goods. delivering the package. managing the payment. 5 .

What is customer service CS Operation CS Business planning Exceed customer¶s expectations « In chosen areas « Consistently « every time CS Strategy ‡ Exceed ‡ customer·s expectations « ‡ In a few areas «Consistently « every time Get the basics right « every time UNDERSTAND what your customer wants « And what you can give them 6 .

Ritz Carlton Customer Service Excellence ‡ Malcolm Baldrige Award twice ² more than any other service division entrant ‡ 4th strongest brand in the world ‡ 51% of guests are repeat guests 7 .

Customer Service Elements: ‡ Pretransaction elements. 8 . ‡ Transaction elements. ‡ Postransaction elements.

‡ Availability ² Stock out frequency ² Fill rate ² Orders shipped complete ‡ Operational Performance ² ² ² ² Speed Consistency Flexibility recovery ‡ Reliability ² Measurement variables ² Measurement units ² Measurement base 9 .Basic service capability.

You're Reading a Free Preview

/*********** DO NOT ALTER ANYTHING BELOW THIS LINE ! ************/ var s_code=s.t();if(s_code)document.write(s_code)//-->