3735841
Description
Flashcards by remy.richman, updated more than 1 year ago
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Created by remy.richman
over 8 years ago
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| Question | Answer |
| 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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