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Definitive Guide To Order Fulfillment And Customer Service

Principles And Strategies For Planning, Organizing, And Managing Fulfillment And Service Operations

Definitive Guide To Order Fulfillment And Customer Service - Council Of Supply Chain Management Professionals (cscmp); Fawcett, Stanley E.; Fawcett, Amydee - ISBN: 9780133453867
Prijs: € 81,60
Levertijd: 3 tot 5 werkdagen
Bindwijze: Boek, Gebonden
Genre: Management algemeen
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Beschrijving

Plan, Implement, Measure, and Optimize World-Class Fulfillment and Service Operations

· Supports all learning objectives of the Order Fulfillment and Customer Service module (Learning Block 8) of CSCMP SCPro Level One certification

· Covers concepts, principles, terminology, elements, processes, strategies, technologies, linkages to other business functions, metrics, and more

· From the field’s leading practitioners and researchers: the Council of Supply Chain Management Professionals (CSCMP)

Fulfillment and customer service are where business reputations and relationships are instantly won and lost. The Definitive Guide to Order Fulfillment and Customer Service is the most authoritative, complete, best-practice guide to excelling in these crucial supply chain processes.

Whether you’re a practitioner or a student, the authors help you thoroughly understand all facets of modern fulfillment and customer service. They help you clarify how your customer envisions value, so you can deliver on the metrics that matter most to them. Then, starting from this customer-centric foundation, they guide you through optimizing key processes, designing better strategies, configuring more effective fulfillment networks, leveraging new technology, and using metrics to improve.

Throughout, key ideas are supported by examples, charts, graphs, summaries, references, and more: everything you need to master the concepts and apply them in your own career.

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.

Details

Titel: Definitive Guide To Order Fulfillment And Customer Service
auteur: Council Of Supply Chain Management Professionals (cscmp); Fawcett, Stanley E.; Fawcett, Amydee
Mediatype: Boek
Bindwijze: Gebonden
Taal: Engels
Druk: 1
Aantal pagina's: 224
Uitgever: Pearson Education (us)
Plaats van publicatie: 01
NUR: Management algemeen
Afmetingen: 235 x 183 x 17
Gewicht: 486 gr
ISBN/ISBN13: 9780133453867
Intern nummer: 24411500

Biografie (woord)

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.

Inhoudsopgave

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

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