CUSTOMER – DELIVERY

DESTINATION

Internal customers: distribution

warehouse is an internal customer for last CUSTOMER SERVICE
production point.

External customer: different organization

or individual which takes the ownership, Process between buyer,
undertake risks or adds value by making seller, and a third party.
goods available at the place of final.
Customer service is generally presumed to be the
means by which companies attempt to
differentiate their product, keep customer loyal,
increase sales and improve profits.

In other words, Customer service is a series of

activities designed to enhance the level of
customer satisfaction.
 Pre-transaction Transaction Elements: Post-
Elements: Directly related to the transaction
Customer service factors physical transaction and Elements:
that arise prior to the are those that are most These involve those
actual transaction taking commonly concerned elements that occur
place. with logistic. after the delivery has
taken place.
 On-time delivery

 Order fill rate

 Product condition

 Accurate documentation
Strategic process for providing value-added services
to the customers .

Ensures trade-offs between cost and service .

Brings harmonious relationship between supply

chain members .

Keeps customer happy and loyal.

Brings about competitive advantage to the market

place, increases sales, and improves profits.
 FLEXIBILITY
• The ability to recognize and
respond to a customer
changing needs.

DEPENDABILITY COMMUNICATIONS
• Guaranteed fixed delivery • Easy of order taking, and
times of accurate, requeries response.
undamaged orders.

TIME
• Usually order fulfilment
cycle time.
1. Understanding the customer’s business
2. Understanding who represents the customer
3. Asking the representatives to express their
requirements
• Is a measure of the extent to which the
customer is experiencing the level of service
that he or she is expecting.

• Is the match between what the customer

expects and what the customer experiences.
 The new reality has become provide
customers with access to goods offered
at the lowest possible price,
corresponding to their needs and
having the most attractive package of
accompanying services. This package
include: the quality of customer service
and execution speed of the contract.
Cannot be also forgetting about the
quality of offered goods that should not
raise any objections.