Customer Service

remy.richman
Flashcards by remy.richman, updated more than 1 year ago
remy.richman
Created by remy.richman over 5 years ago
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Customer Service

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CUSTOMER SERVICE Customer service is a process for providing significant VALUE ADDED BENEFITS to the supply chain in a COST EFFECTIVE WAY Customer service is the measure of how well the LOGISTICS SYSTEM is PERMFORMING in providing time and place utility for the product or service
PRE-TRANSACTION ELEMENTS WRITTEN STATEMENT OF POLICY STATEMENT IN HANDS OF CUSTOMER ORGANIZATIONAL STRUCTURE SYSTEM FLEXIBILITY TECHNICAL SERVICES
TRANSCACTION ELEMENTS STOCKOUT LEVEL ABILITY TO BACK ORDER ELEMENTS OF ORDER CYCLE TIME TIME TRANSHIP SYSTEM ACCURACY ORDER CONVENVEINCES PRODUCT SUBSTITUTION
POST TRANSACTION ELEMENTS INSTALLATION, WARRANTY, ALTERATIONS, REPAIRS, PARTS PRODUCT TRACKING CUSTOMER CLAIMS, COMPLAINTS PRODUCT PACKAGING TEMPORARY REPLACEMENT OF PRODUCT FOR REPAIRS
COMMON CUSTOMER SERVICE COMPLAINTS 44% LATE DELIVERY 31% PRODUCT/QUALITY MISTAKES 12% DAMAGED GOODS 7% OTHER 6% FREQUENTLY CUT ITEMS
MOST IMPORTANT LOGISTICS CUSTOMER ELEMENTS ON TIME DELIVERY ORDER FILL RATE PRODUCT CONDITION ACCURATE DOCUMENTATION
ORDER CYCLE TIME elapsed time between when a customer order request is placed and when the product is received by the customer.
components that make up a typical order cycle are: order transmittal time order processing and assembly time additional stock acquisition time delivery time
DEFINING A SALES-SERVICE RELATIONSHIP how sales change with changes in logistics customer service levels. Note the three distinct stages of the curve: threshold, diminishing returns, and decline
SERVICE PERFORMANCE EVALUATION MATRIX in what areas improvement is required, where service standards are satisfactory, and in what areas the company should reduce service standards.
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