DEMAND MANAGEMENT & CUSTOMER SERVICE

DEMAND MANAGEMENT & CUSTOMER SERVICE

1. Supply Chain Profile

   • include materials management & physical supply
   • Outboung to customer logistics
     • A set of processses, systems, and capabilities that enhance a firm's ability to serve its customers
       • A typical example would be the movements of automotive parts and accessories that need to move from vendor locations to automotive assembly plants

2. Demand Management

   • "focused efforts to estimate and manage customers' demand, with the intention of using this information to shape operating decisions."
     • help to/goals
       • unity channel members with the common goal of satisfYing customers and solving customer problems
         • The company has chosen the terminology demand chain rather than supply chain, because its central focus is to meet consumer demand.

3. Examples of how to use demand managemet

   • Growth strategy
     • Portfolio S.
       • Positioning S.
         • Investment S.

4. Collaborative planning & execution

   • Synchronized order fulfillment
     • Joint capacity planning
       • Collaborative planning

5. Customer service

   • The logistics/Management interface
     • Customer service is often the key link between logistics and marketing

6. Elements of customer service

   • Food industry
     • Time
       • Dependability
         • Communication
           • Convenience

7. Logistical & Mkting channels

   • Logistical Channel: transportation, supplier, manufacturer, distibution center & retail store
   • Mkting channel: e-procurement, national account sales, wholesaler, retail consumer
     • Consumer