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DRIVE MORE VALUE FROM YOUR SUPPLY CHAIN BY IMPROVING THE WAY YOU MANAGE CUSTOMER SERVICE
Customer Service Supply Chain Management offers expert guidance for managing your supply chain to deliver more innovative and profitable customer experiences.
Pioneering supply chain management experts Alexandre Oliveira and Anne Gimeno provide a comprehensive overview of the topic, detailed descriptions of each high-value approach, and modern applications and best practices proven at leading companies worldwide. Complementing theoretical texts, they offer deep knowledge of how pioneering customer service management techniques are actually applied in the field.
This book’s content will be exceptionally helpful to both practitioners and students in all areas of supply chain management, customer service, and marketing, including participants in leading certification programs.
To build a truly customer-centric business, you must integrate, balance, and optimize four sets of relationships: product, customer, service, and process. By doing this, you empower your business to deliver the high-profit solutions your customers really want: personalized packages of products, services, support, education, and consulting.
Customer Service Supply Chain Management offers a complete model and blueprint for achieving these goals. Global supply chain innovators Alexandre Oliveira and Anne Gimeno show how to systematically address key issues ranging from organizational structure, governance, and strategy to day-to-day tactics and operations.
Oliveira and Gimeno help you assess where you stand now, identify gaps and priorities, and move rapidly towards greater effectiveness. They introduce realistic examples, applications, and best practices: all designed to help you translate theory into practice, and practice into profits.
USE CUSTOMER SERVICE SUPPLY CHAIN MANAGEMENT TO:
GROW SALES VOLUME:
IMPROVE CUSTOMER EXPERIENCE:
Chapter 1 Customer Service Environment 1
Chapter 2 Customer Service Management Model 17
Customer Expectation Versus the Hired Service Level 20
Customer’s Service Level Perception 22
Supplier’s Process Performance 25
Customer Relationship Horizon 27
CSM Model Scenarios 36
Scenario Variations 43
Customer Service Processes 49
Pre-Transactional Elements 49
Transactional Elements 55
Post-Transactional Elements 56
Chapter 3 Customer Service Strategies 59
Example: Managing Customer Service Interactions 63
Customer Service and Planning Logistics 67
Demand Planning and Forecasting 67
Stock and Inventory Control 68
Customer Service and Synchronous Operations 69
Example: Working with Synchronous
International Logistics 74
Customer Segmentation 77
Customer-Centric Culture 79
Customer Logistics Service Strategies 81
Business-Driven Customer Service 86
Expert’s Opinion 89
Creating the “Resource-Lite” Supply Chain 89
Beyond the Carbon Footprint 89
Chapter 4 Managing the Service 93
Efficient Consumer Response 93
Vendor-Managed Inventory and Continuous Replenishment 94
Collaborative Planning, Forecasting, and Replenishment 96
CPFR Business Case 100
Current Situation 100
Operation Design 104
Project Results 123
Performance Indicators 128
Customer Service Performance Indicator Examples 139
S&OP Procedure: Example 150
Customer Service Cycle (CSC) 152
Chapter 5 Customer Service Organization 159
Business Case 165
Customer Logistics Positions 172
Customer Service Analyst 173
Customer Service and Logistics Manager 175
Customer Supply Chain Director 178