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Supply_Chain_4.ppt

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Supply_Chain_4.ppt

Supply Chain Management--Suqian Zha Chapter 4 Logistics/ Supply Chain Customer Service * Logistics/ Supply Chain Customer Service * Customer view the offerings of any company in terms of price, quality, and service. Service, or customer service, is a broad term that may include many elements ranging from product availability to after-sale maintance. From a logistics perspective, customer service is the outcome of all logistics activities or supply chain processes. Therefore, the design of the logistics system sets the level of customer servie to be offered. 1 Customer Service defined More recently, customer service has been referred to in terms of a fulfillment process, which has been described as: … the entire process of filling the customer ’s order. This process includes the receipt of the order (either manual or electronic), managing the payment, picking and packing the goods, shipping the package, delivering the package, providing customer service for the end user and handling the possible return of the goods. However, this definition of customer service are broad and need further refinement 1.1 Customer service elements From a corporate-wide perspective, customer service has been viewd as an essential ingredient in marketing strategy. Marketing has oftern been described in terms of an activity mix of four Ps—product, price, promotion, and place. represent Physical distribution A comprehensive study of customer service, sponsored by the National Council of Physical Distribution Management, identified the elements of customer service according to when the transction between the supplier and customer took place. Pretransaction Elements Transaction Elements Post-transaction Elements Pretransaction Elements Pretransaction Elements establish a climate for good customer service. include Providing a written statement of customer service policy, let customers know what kind of service to expect Establish contingency plans for times when labor strikes or natual disa

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