Demand management and customer service

Sonaly Verdin
Mind Map by Sonaly Verdin, updated more than 1 year ago
Sonaly Verdin
Created by Sonaly Verdin almost 3 years ago
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Mind Map on Demand management and customer service, created by Sonaly Verdin on 03/01/2017.
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Demand management and customer service
1 Inbound-to-operations logistics systems
1.1 Activities and process that procede and facilitate value-adding activities.
1.1.1 https://www.youtube.com/watch?v=z9TH7aGmOcE
2 Demand management
2.1 Focus efforts to estimate and manage customer's demand, with the intention of using this information to shape operating decisions.
3 Supply-Demand Misalignment
4 Forecasting
4.1 Amount of product that will be purchased by consumers.
4.1.1 Long-term forecasts
4.1.2 Midrange forecasts
4.1.3 Short-term forecasts
5 Collaborative Planning, Forecasting and Replenishment
6 Order Fulfillment
6.1 Information sharing
6.2 Decision making
6.3 Performance measures
6.4 Technology
7 Order-Management System
7.1 Receive order
7.2 Enter order
7.3 Check credit
8 Order cycle
8.1 1. Order Placement
8.2 2. Order processing
8.3 3. Order Preparation
8.4 4. Order Shipment
9 Customer Service
9.1 Customer Service as an activity
9.2 Customer Service as performance measures
9.3 Customer Service as a philosophy
10 Elements of Customer Service
10.1 Time
10.2 Dependability
10.3 Communications
10.4 https://www.youtube.com/watch?v=nxtaMdu55Ug
10.5 Convenience

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