物流英语课件郝卓主编 ISBN9787566303202 PPTunit 2.ppt

《物流英语课件郝卓主编 ISBN9787566303202 PPTunit 2.ppt》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。

1、Unit2CustomerServiceandLogisticsContentsRoleofLogisticsinMarketingMixThedefinitionofcustomerserviceImportanceofcustomerserviceinlogisticsLogisticsservicequalitymanagementThreelevelsofcustomerserviceinlogisticsIssuesinimprovementofcustomerserviceRoleofLogisticsinMarketingMixMarketing,production,a

2、ndlogisticsarecollectivelymanagedtoachievecustomerserviceobjectives.RoleofLogisticsinMarketingMixThefundamentalutilityofaproductiscreatedthroughproduction,marketingandlogistics.Production:formutilityMarketing:possessionutilityLogistics:placeandtimeutilityRoleofLogisticsinMarketingMixLogistics/SCi

3、nterfaceswithmarketingandproductionThedefinitionofcustomerserviceCustomerServiceElementsMeasuresPre-transactionInventoryavailabilityTargetdeliverydatesTransactionOrderstatusOrdertracingBackorderstatusShipmentshortagesShipmentdelaysProductsubstitutionsRoutingchangesEtc.Post-transactionActualdelive

4、rydatesReturns/adjustmentsThreecomponentsofcustomerserviceThedefinitionofcustomerserviceCustomerservicestandardsCustomerServiceIn-stockpercentageProductorproductgroupStocking-pointlocationCustomerorclassofcustomerTimeperiodOrdercompletenessTransittimeModeofshipmentStocking-pointlocationCustomeror

5、classofcustomerTimeperiodSizeoforderOrdercycleconsistencyOn-timedeliveryStocking-pointlocationCustomerorclassofcustomerTimeperiodSizeoforderImportanceofcustomerserviceinlogisticsCustomerserviceandcostarethetwomeasuresusedtoevaluatelogisticssystemeffectiveness.Customerservicepoliciesshouldbedevelo

6、pedwiththeunderstandingthatacriticalpurposeoflogisticsistodelivertointernalandexternalcustomersasagreedupon.Superiorcustomerserviceisoftenachievedthroughacombinationoffastresponse,localpresence,andquick,reliabledelivery.LogisticsservicequalitymanagementReliabilitystablesupplyofinventorycapableofp

7、rovidingdesiredperformancerapidsupplyofaccurateinformationContinuousimprovementThreelevelsofcustomerserviceinlogisticsThreelevelsofcustomerserviceinlogistics1.Basiccustomerservice:supplyandperformanceSupply:theabilityo