物流专业英语 教学课件 作者 周晓晔 徐剑 Chapter3 .ppt

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1、Chapter3LogisticsServiceUnit1LogisticsServiceIntroductionUnit2LogisticsCustomerServiceUnit3TheService-DrivenLogisticsSystemUnit4logisticsServiceQualityUnit1LogisticsServiceIntroductionAccordingtoMattsson(1998)customerservicecanbedividedintothefollowingthreeparts:deliveryservice,i

2、nformationserviceandlogisticservice.Whichserviceelementthatismostimportantisdeterminedbythesituation.Deliveryserviceisconsideredtobesuchservicesasdeliverytimeanddeliveryprecision.Possibilitytoobtaininformationduringthebusinesstransactionconcerning，forinstance，orderstatus,anddeliv

3、erynotification.Unit1LogisticsServiceIntroduction1BasicServiceandValue-addedService2Value-addedLogisticsor‘VAL’1BasicServiceandValue-addedServiceAlmostnocompanyprovidesallitscustomerswiththesamelevelofcustomerservice,servicerenderedusuallycontainstwomajorelements—basicserviceandv

4、alue-addedservice.Basicservicereferstothebasicleveldeliveredtoallcustomer,whetherlessprofitableormostprofitable,theyshouldreceiveservicenotlowerthanthislevel.Themanagementdevelopsbasicserviceprogramonwhichtheycooperatewithallcustomers.1BasicServiceandValue-addedServiceInadditiont

5、obasicservice,firmssometimesofferextraservicesuchasindividualizedpackagetocertaincustomerswhoareidentifiedaskeycustomersbythefirm.Thereasonwhythefirmiswillingtodosoisthathetrustshecanbepaidfortheadditionalservicebythebuyer,orwecansaythecostofraisingservicelevelcanbemadeupforbyinc

6、reasedpriceormoretransactions,suchservicesurpassingthebasicleveliscalledvalue-addedserviceoncethefirmsdecidedtodevisevalue-addedserviceschemeforcustomers,theyareimmediatelyinvolvedintheactivitiesofcustomizing,ofcourse,firmshavetoundertakebasicservicepromisebeforeengaginginvalue-a

7、ddedservice.2Value-addedLogisticsor‘VAL’Thesecondtypeofactivity(value-addedlogisticsor‘VAL’)iscarriedoutbycontractmanufacturingcompaniesorbylogisticcompanies.Inthelattercasewespeakof‘industriallogistics’.Productionandassemblyactivitiescanberatedamongtheso-called‘complexvalueadded

8、logistics’(VAL).AccordingtoaBOMsurvey16%