Transcript customer service

CUSTOMER SERVICE
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Providing customers with timely and accurate product
delivery which constitutes the driving force in establishing
logistical performance requirements.
Customer : individual or organization who is taking
ownership of the product or service delivered (internal and
external customer).
Customer-focused Marketing (the integration with
marketing department)
The marketing concept : the identification of specific
customer needs [in different quality, taste and other
preferences] then responds to those needs by focusing
available resources to uniquely satisfy those requirements.
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The key : all work-related activities contribute to meeting
customer expectations that leads to an in-depth study of
customers to identify product and service opportunities.
Customer’s needs are more basic than products or services.
Stressing profitability : accumulated transactions.
Marketing Mix 5P - satisfying time and place utility to
form a core competency that is difficult to duplicate (this
situation may lead to gain customer loyalty as a
competitive advantage).
Life-Cycle Planning model to recognize the need for
viewing logistical requirements across time.
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The definition : a process for providing significant valueadded benefits to the supply chain in a cost-effective way.
Basic Service Capability. (see previous materials).
Availability : location, stocking policy (forecasted demand
and safety stock). The three measurements : stockout
frequency, fill rate, orders shipped complete.
Operational Performance : speed, consistency, flexibility
and recovery/malfunction.
Reliability
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Value-added service : customer-specific, represents
alternatives to a zero defect commitment as a way to build
customer solidarity.
Customer-focused, promotion-focused, manufacturingfocused, time-focused and basic service.