Chapter 7: Demand Management & Customer Service

Chapter 7: Demand Management & Customer Service

1. Demand Management

   • Gathering & analyzing knowledge
   • Identifying partners to perform
   • Sharing with other supply chain members
   • Developing products & services
   • Developing & executing the best logistics
   • Moving the functions that need to be done

2. Traditional Forecasting

   • Forecasting: he amount of product throughout the supply chain th umelrs or end users.
     • Long Term Forecasting
     • Mid-Range Forecasting
     • Short-Term Forecasting

3. Order Full-fillment & Order Management

   • Order Management System
   • Order & Replenishment Cycles
     • Length and Variability of the Order Cycle.
     • Order Preparation
     • Order Processing
     • Order Placement
   • E-Commerce

4. Customer Service

   • Logistics/Marketing Interface
   • Defining Customer Service
     • Revamping a billing procedure
     • Providing financial and credit terms
     • Guaranteeing delivery
     • Providing prompt and congenial sales representatives
     • Extending the option to sell on consignment
     • Installing the product
   • Elements of Customer Service
     • Time
     • Dependability
     • Communications
     • Convenience

5. Expected Cost of Stockouts

   • Back Order
   • Lost Sales
   • Lost Customers
   • Determining expected cost of stockout

6. Channels of Distribution

   • Logical Channel
   • Marketing Channel

7. References: Managing Supply Chains. A Logistics Approach, ISBN 978111533922, Coyle, Langley, Novack, Gibson, Editorial Cengage, www.momentis.com, www.industryweek.com, createptwealth.com, www.maves.com, www.marketingmo.com

Images and files in the map