Demand management and customer service

Demand management and customer service

1. Inbound-to-operations logistics systems

   • Activities and process that procede and facilitate value-adding activities.
     • https://www.youtube.com/watch?v=z9TH7aGmOcE

2. Demand management

   • 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

   • Amount of product that will be purchased by consumers.
     • Long-term forecasts
     • Midrange forecasts
     • Short-term forecasts

5. Collaborative Planning, Forecasting and Replenishment

6. Order Fulfillment

   • Information sharing
   • Decision making
   • Performance measures
   • Technology

7. Order-Management System

   • Receive order
   • Enter order
   • Check credit

8. Order cycle

   • 1. Order Placement
   • 2. Order processing
   • 3. Order Preparation
   • 4. Order Shipment

9. Customer Service

   • Customer Service as an activity
   • Customer Service as performance measures
   • Customer Service as a philosophy

10. Elements of Customer Service

    • Time
    • Dependability
    • Communications
    • https://www.youtube.com/watch?v=nxtaMdu55Ug
    • Convenience

Imagens e arquivos do mapa