1_DEMAND MANAGEMENT & CUSTOMER SERVICE

1_DEMAND MANAGEMENT & CUSTOMER SERVICE

1. DEMAND MANAGEMENT ISSUES

   • Lack of coordination/ Emphasis on forecasts only/ Tactical & operational focus

2. FROM Traditional Forecasting -->

   • --> WEB BASED CPFR (Collaborative Planning Forecasting & Replenishment)
     • Simplified & shared demand planning

3. ORDER FULFILLMENT & ORDER MNGMT

   • 1.Info° sharing/ 2.Decision Making / 3.Performance measure/ 4.Technology
     • Transactional --> Interactive --> Interdependent
   • ORDER REPLENISHMENT CYCLES
     • 1.Order placement 2.Processing 3.Preparation 4.Shipment
   • E-commerce Order Fulfillment Strategies
     • - Distributed delivery centers - Partner fulfillment operations - Dedicated fulfillment centers - 3rd party fulfillment - Build-to-order

4. LOGISTICS & MKTG INTERFACE -As an activity -As a performance measure -As a philosophy

5. TIME / DEPENDABILITY / COMMUNICATIONS / CONVENIENCE

6. CUSTOMER PERFORMANCE MEASURES --> Orders received "on time", "complete", "damage free", "filled and billed accurately"

7. COMPANY PERFORMANCE MEASURES --> Product availability, Order cylce time, Dist° system/malfuntion/info°, Postsale product support

8. COSTS OF STOCKOUTS --> Back order --> Lost Sales --> Lost Customer

9. MARKETING CHANNEL OF DISTRIBUTION (Transactional Elements)

   • LOGISTICAL CHANNEL OF DISTRIBUTION (Point of Availability --> Point of Necessity)

10. REFERENCES: Web based image. Review from https://www.google.com.mx/search?q=web+based&espv=2&biw=1280&bih=678&source=lnms&tbm=isch&sa=X&ved=0ahUKEwjFm9axyLTLAhUruYMKHQItDEMQ_AUIBigB#tbm=isch&q=demand+managemnt&imgrc=xiXiXpXMMFOA5M%3A https://www.google.com.mx/search?q=web+based&espv=2&biw=1280&bih=678&source=lnms&tbm=isch&sa=X&ved=0ahUKEwjFm9axyLTLAhUruYMKHQItDEMQ_AUIBigB#tbm=isch&q=e+commerce+&imgrc=l153T6AR0YKQgM%3A https://www.google.com.mx/search?q=web+based&espv=2&biw=1280&bih=678&source=lnms&tbm=isch&sa=X&ved=0ahUKEwjFm9axyLTLAhUruYMKHQItDEMQ_AUIBigB#tbm=isch&q=inventory+stockout&imgrc=itApfMtSHOJ1HM%3A https://www.google.com.mx/search?q=web+based&espv=2&biw=1280&bih=678&source=lnms&tbm=isch&sa=X&ved=0ahUKEwjFm9axyLTLAhUruYMKHQItDEMQ_AUIBigB#tbm=isch&q=delivery&imgrc=rFby8qq_zu079M%3A https://www.google.com.mx/search?q=web+based&espv=2&biw=1280&bih=678&source=lnms&tbm=isch&sa=X&ved=0ahUKEwjFm9axyLTLAhUruYMKHQItDEMQ_AUIBigB#tbm=isch&q=order+fulfillment&imgrc=tnQIhO1K5sO0eM%3A

11. REFERENCES: John J. Coyle, C. John Langley Jr., Robert A. Novack, Brian J. Gibson Managing Supply Chains (2010) Managing Supply Chains: A Logistics Approach Internation Edition 9th

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