E-Book (pdf) Definitive Guide to Order Fulfillment and Customer Service, The von Cscmp, Stanley E. Fawcett, Amydee M. Fawcett
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This is the most authoritative and complete guide to planning, implementing, measuring, and optimizing world-class supply chain order fulfillment and customer service processes. Straight from the Council of Supply Chain Management Professionals (CSCMP), it brings together up-to-the-minute knowledge and best practices for all facets of order fulfillment and customer service process management, from initial customer inquiry through post sales service and support. CSCMP and contributor Stanley Fawcett introduce crucial concepts ranging from customer order cycles to available-to-promise and supply chain RFID to global order capture networks.

The Definitive Guide to Order Fulfillment and Customer Service imparts a deep understanding of each crucial process, helping readers optimize your most important customer contacts. Coverage includes:

  • Basic concepts of order fulfillment and customer service, and their essential roles in meeting customer expectations
  • Key elements and processes in order fulfillment and customer service, and interactions amongst them
  • Principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes
  • The critical role of technology in managing order fulfillment and customer service processes
  • Requirements and challenges of global order fulfillment and customer service processes
  • Best practices for assessing the performance of order fulfillment and customer service processes using standard metrics and frameworks

For all supply chain and operations managers, students, and other business professionals and decision-makers who are concerned with order fulfillment or customer service.



Autorentext

The Council of Supply Chain Management Professionals (CSCMP) is the preeminent worldwide professional association dedicated to the advancement and dissemination of research and knowledge on supply chain management. With nearly 10,000 members representing nearly all industry sectors, government, and academia from 67 countries, CSCMP members are the leading practitioners and authorities in the fields of logistics and supply chain management.

Stanley E. Fawcett is the John B. Goddard Endowed Chair in Global Supply Chain Management at Weber State University. Stan taught at Michigan State University and Brigham Young University before joining Weber State. Stan is an innovative, award-winning teacher who has taught academic and executive programs in Asia, Europe, and North and South America. He has published more than 130 articles and six books on supply chain topics. His research has recently appeared in the following leading journals: Decision Sciences Journal, Journal of Business Logistics, Journal of Finance, Journal of Small Business Management, and Journal of Supply Chain Management. Stan is the coeditor-in-chief of the Journal of Business Logistics. Stan's two core philosophies are mentoring and collaboration. His greatest satisfaction as an academic comes from helping colleagues and students achieve higher levels of personal and professional success. Amydee M. Fawcett, PhD, is Assistant Professor of SCM in the John B. Goddard School of Business and Economics at Weber State University. Dr. Fawcett's research explores the dynamics of effective collaboration in a variety of settings, including collaborative planning, forecasting, and replenishment (CPFR) and humanitarian assistance and disaster relief (HADR). She has coauthored ten articles, including two best papers: the E. Grosvenor Plowman Best Paper Award from CSCMP Educator's Conference and the Hal E. Fearon Best Paper Award from Journal of Supply Chain Management. Her teaching focuses on supply chain relational dynamics.



Inhalt

Chapter 1 Meeting Customers' Real Needs: The Nature of Service System Design 1 Meeting Customers' Real Needs 3 Today's Dual Customer Challenge 3 Creating Customer Value 7 Cost 9 Quality 9 Delivery 10 Responsiveness 11 Innovation 12 Total Order Performance-A Synergistic Approach 13 Contributing to Customer Satisfaction 15 Customer Service Strategies 17 Customer Satisfaction Strategies 18 Customer Success Strategies 21 Service System Design 23 Touch Points 24 Orchestration 24 Value Gaps 25 Loyalty and Competitive Advantage 27 Conclusion 29 Endnotes 30 Chapter 2 Fulfilling Orders: The Nature of Modern Order Cycle Management 35 Fulfilling Orders 38 The Deliverables of an Order Fulfillment System 39 Product Availability 40 Timely Delivery 41 Transparent, Reliable Service 43 Service Recovery 43 Efficient Operations 45 The Details of an Order Fulfillment System 45 Mapping the Order Delivery Cycle: The SCOR Model 46 Providing Postsales Customer Service 52 The Cost of Order Fulfillment Failures 54 The Cost of Stockouts 55 The Cost of Supply Chain Glitches 57 Conclusion 58 Endnotes 59 Chapter 3 Developing a Winning Customer Fulfillment Strategy 63 Developing a Winning Customer Fulfillment Strategy 66 Managing Customer Relationships for Profitable Growth 66 Managing Transactional Relationships 67 Managing Strategic Alliances 69 Phase 1: Internal Planning 72 Phase 2: Collaborative Planning 72 Phase 3: Day-to-Day Management 73 Relationship Takeaways for Fulfillment Strategy Design 74 Segmentation Tools and Techniques 77 ABC Classification 77 Customer Profitability Analysis 82 Tailored Logistics: The Right Service for Each Customer Segment 89 Conclusion 91 Endnotes 92 Chapter 4 Configuring the Network for Successful Fulfillment 95 Configuring the Network for Successful Fulfillment 97 The Nature of Network Configuration 99 Systems Thinking and Order Fulfillment Configuration 115 Global Implications for Network Configuration 118 Compatibility 119 Configuration 120 Coordination 120 Control 121 Continuity 121 Conclusion 123 Endnotes 124 Chapter 5 Implementing an Enabling Technology Strategy 131 Implementing an Enabling Technology Strategy 134 The Nature of Information-Technology Enablement 136 A Closer Look at Connectivity 138 A Closer Look at Willingness 140 Moving Toward Information Enablement 142 Understanding Investment Patterns 142 Following a Proven Path 145 Pieces of the IT-Enablement Puzzle 149 Customer Relationship Management Systems 155 Order Processing Systems 159 Conclusion 162 Endnotes 164 Chapter 6 Assessing Performance for Success and Improvement 171 Assessing Performance for Success and Improvement 174 The Nature and Power of Performance Measurement 175 Measurement Informs Understanding 176 Measurement Motivates Behavior 176 Measurement Drives Execution 177 Measurement Practice-Understanding the Big Picture 178 Holistic Process and Supply Chain Measurement 180 Customer-Centric Measurement 187 Balanced Scorecards 188 Measurement Practice-Delving into the Details 194 Product Availability 196 Order Cycle Time 198 Conclusion 201 Endnotes 202 Index 207

The most authoritative, up-to-the-minute guide to planning, running, measuring, and improving supply chain processes related to order fulfillment and customer service
Titel
Definitive Guide to Order Fulfillment and Customer Service, The
Untertitel
Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations
Autor
Cscmp
Stanley E. Fawcett
Amydee M. Fawcett
EAN
9780133453898
Format
E-Book (pdf)
Hersteller
Pearson ITP
Genre
Wirtschaft
Veröffentlichung
16.12.2013
Digitaler Kopierschutz
Wasserzeichen
Dateigrösse
2.84 MB
Anzahl Seiten
224