Chapter 7: Demand Management & Customer Service

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Mind Map on Chapter 7: Demand Management & Customer Service, created by laloz_95 on 03/05/2015.
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Mind Map by laloz_95, updated more than 1 year ago
laloz_95
Created by laloz_95 almost 11 years ago
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Resource summary

Chapter 7: Demand Management & Customer Service
  1. Demand Management
    1. Gathering & analyzing knowledge
      1. Identifying partners to perform
        1. Sharing with other supply chain members
          1. Developing products & services
            1. Developing & executing the best logistics
              1. Moving the functions that need to be done
              2. Traditional Forecasting
                1. Forecasting: he amount of product throughout the supply chain th umelrs or end users.
                  1. Long Term Forecasting
                    1. Mid-Range Forecasting
                      1. Short-Term Forecasting
                    2. Order Full-fillment & Order Management
                      1. Order Management System
                        1. Order & Replenishment Cycles
                          1. Length and Variability of the Order Cycle.
                            1. Order Preparation
                              1. Order Processing
                                1. Order Placement
                                2. E-Commerce
                                3. Customer Service
                                  1. Logistics/Marketing Interface
                                    1. Defining Customer Service
                                      1. Revamping a billing procedure
                                        1. Providing financial and credit terms
                                          1. Guaranteeing delivery
                                            1. Providing prompt and congenial sales representatives
                                              1. Extending the option to sell on consignment
                                                1. Installing the product
                                                2. Elements of Customer Service
                                                  1. Time
                                                    1. Dependability
                                                      1. Communications
                                                        1. Convenience
                                                      2. Expected Cost of Stockouts
                                                        1. Back Order
                                                          1. Lost Sales
                                                            1. Lost Customers
                                                              1. Determining expected cost of stockout
                                                              2. Channels of Distribution
                                                                1. Logical Channel
                                                                  1. Marketing Channel
                                                                  2. 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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