供应链管理之客户服务管理英文版).ppt

《供应链管理之客户服务管理英文版).ppt》由会员上传分享，免费在线阅读，更多相关内容在PPT专区-天天文库。

1、CHAPTER3CustomerServiceCosttrade-offsinMarketingandLogisticsProductOrderprocessingandinformationcostsInventorycarryingcostsPlace/customerservicelevelsOrderprocessingandinformationcostsPriceLotquantitycostsWarehousingcostsTransportationcostsLOGISTICSMARKETINGElementsofCustomerServiceTransactionelem

2、entsWrittenstatementofpolicyCustomerreceiptofpolicystatementOrganizationstructureSystemflexibilityManagementservicesInstallation,warranty,alterations,repairs,partsProducttracingCustomerclaims,complaints,returnsTemporaryreplacementofproductsStockoutlevelsOrderinformationElementsofordercycleExpedited

3、shipmentsTransshipmentSystemaccuracyOrderconvenienceProductsubstitutionPosttransactionelementsPretransactionelementsMethodsofEstablishingaCustomerServiceStrategyDeterminingchannelservicelevelsbasedonknowledgeofconsumerreactionstostockoutsAnalyzingcost/revenuetrade-offsUsingABCanalysisofcustomerser

4、viceConductingacustomerserviceauditModelofConsumerReactiontoaRepeatedStockoutSource:ClydeK.Walter,“AnEmpiricalAnalysisofTwoStockoutModels,”unpublishedPh.D.Dissertation,OhioStateUniversity,1971.Customer3Lower4Othersize2Same1HigherAnotherstore6Askhereagain5SpecialorderSwitchstores?Substitute?Switchb

5、rand?Substitute?Switchprice?NoNoYesYesYesYesNoNoRelationshipBetweenCustomerServiceandInventoryInvestmentInternalAuditExternalAuditEvaluateCustomerPerceptionsDifferentiateChannelLevels&MarketSegmentsIdentifyOpportunitiesDetermineMarketingServicesMix&LevelsStagesoftheCustomerServiceAuditOverallImpo

6、rtanceComparedToSelectedPerformanceOfMajorManufacturersEvaluatedByDealersSource:DouglasM.LambertandJayU.Sterling,“DevelopingCustomerServiceStrategy,”unpublishedmanuscript.AllRightsreserved.OverallImpt.-DealerEvaluationsofManufacturersAllDealersMfr.1Mfr.2Mfr.3Mfr.4Mfr.5Mfr.6RankVar.NumDescriptionM

7、.SDM.SDM.SDM.SDM.SDM.SDM.SD19Abilityofmanufacturertomeetpromiseddeliverydate(on-timeshipments)6.40.85.91.04.11.64.71.66.60.63.71.83.31.6239Accuracyinfillingorders(correctproductisshipped)6.40.85.61.14.71.45