SCHM 2301 Chapter Notes - Chapter 9: G1 Phase, Customer Relationship Management, Lead Time
22 Mar 2016
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Document Summary
Customer service management the design and execution of the processes that provide customers with products and services they desire. Hierarchy of organizational commitment to customer service: customer success assist customers in meeting their objectives, customer satisfaction meet or exceed customer expectations, basic service product availability lead time performance service reliability (cid:1) Six basic rights to customers: the right amount, the right product, the right place, the right time, the right condition, the right information. Is the capacity to have inventory present when and where it is desired (cid:1) (cid:1) by a customer. Measured in terms of stock-outs and fill rates. A stock-out only leads to failure when a customer demands the out of stock item (cid:1) The most common way to report levels of product availability is in terms of fill rates. Fill rate measures the impact of stock-outs over time or over multiple orders from customers: unit fill rate, line fill rate, order fill rate.
