专业英语物流及供应链管理.pptVIP

Chapter 2 The customer service dimension Outline The marketing and logistics interface What is customer service? Customer service and customer retention Service-driven logistics systems Setting customer service priorities Setting service standards Summary This chapter： Highlight the importance of managing the marketing and logistics interface on an integrated basis. 强调在协调的基础上管理市场营销与物流接口的重要性。 Emphasizes the need to understand the multiple elements of service from the customer perspective. 从顾客角度出发，强调理解多重服务要素的重要性。 Explains of the importance of customer retention and the life time value of a customer. 解释客户保持与客户终身价值的重要性。 Outlines the idea of a service-driven logistics system based upon identified service priorities and a customer based segmentation according to service requirement. 概述服务驱动的物流系统理念，该理念建立在确定服务等级、根据服务需求细分客户群的基础上。 Introduce the idea of the ‘perfect order’ as the basis for measuring Service performance. 介绍以“完美订单”进行服务绩效测评的思想方法。 The mission of logistics management was defined simply in terms of providing the means whereby customer’s service requirement are met. The ultimate purpose of any logistics is to satisfy customers. The objective should be to establish a chain of customers that links people at all levels in the organization directly or indirectly to the marketplace. 1.The marketing and logistics interface New words and expressions 1.Payroll 职工名册、发薪簿 on the payroll 被雇用。 off the payroll 被解职。 2. inexorable 不可动摇的，不屈不挠的。 Questions 1 According to text, there are signs that old view is rapidly changing, how does it change? Questions 2 What are the two factors which contributed most to the growing importance of customer service? Two factors to the growing importance of customer service: 1.The continual development of customer expectations. 2.The slow but inexorable transition towards ‘commodity’ type markets. 2.What is customer service? Questions 1 What is ,in essence, the distribution function of the business concern about? Question