Chapter 7: Demand Management & Customer Service

Demand Management
1. Gathering & analyzing knowledge
2. Identifying partners to perform
3. Sharing with other supply chain members
4. Developing products & services
5. Developing & executing the best logistics
6. Moving the functions that need to be done
Traditional Forecasting
1. Forecasting: he amount of product throughout the supply chain th umelrs or end users.
  1. Long Term Forecasting
  2. Mid-Range Forecasting
  3. Short-Term Forecasting
Order Full-fillment & Order Management
1. Order Management System
2. Order & Replenishment Cycles
  1. Length and Variability of the Order Cycle.
  2. Order Preparation
  3. Order Processing
  4. Order Placement
3. E-Commerce
Customer Service
1. Logistics/Marketing Interface
2. Defining Customer Service
  1. Revamping a billing procedure
  2. Providing financial and credit terms
  3. Guaranteeing delivery
  4. Providing prompt and congenial sales representatives
  5. Extending the option to sell on consignment
  6. Installing the product
3. Elements of Customer Service
  1. Time
  2. Dependability
  3. Communications
  4. Convenience
Expected Cost of Stockouts
1. Back Order
2. Lost Sales
3. Lost Customers
4. Determining expected cost of stockout
Channels of Distribution
1. Logical Channel
2. Marketing Channel
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

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	Created by laloz_95 almost 11 years ago