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1、CHAPTER 3 Customer Service,Cost trade-offs in Marketing and Logistics,Elements of Customer Service,Methods of Establishing a Customer Service Strategy,Determining channel service levels based on knowledge of consumer reactions to stockouts Analyzing cost/revenue trade-offs Using ABC analysis of cust
2、omer service Conducting a customer service audit,Model of Consumer Reaction to a Repeated Stockout,Source: Clyde K. Walter, “An Empirical Analysis of Two Stockout Models,” unpublished Ph. D. Dissertation, Ohio State University, 1971.,Relationship Between Customer Service and Inventory Investment,Sta
3、ges of the Customer Service Audit,Overall Importance Compared To Selected Performance Of Major Manufacturers Evaluated By Dealers,Source: Douglas M. Lambert and Jay U. Sterling, “Developing Customer Service Strategy,” unpublished manuscript. All Rights reserved.,Internal Audit Questions,How is custo
4、mer service currently measured? What are the units of measurement? What are the performance standards? What is the current level of attainment?,3-9 a,Internal Audit Questions cont.,How are these measures derived from corporate information flows and the order processing system? What is the internal c
5、ustomer service reporting system? How do the functional areas of the business perceive customer service? What is the relation between these functional areas in terms of communication and control?,3-9 b,Importance And Performance Evaluations For Selected Customer Service Attributes,Source: Douglas M.
6、 Lambert and Arun Sharma, “A Customer-Based Competitive Analysis for Logistics Decisions,” International Journal of Physical Distribution and Logistics Management 20, no.1 (1990), p.18.,3-9 c,Competitive Position Matrix,3-10,Performance Evaluation Matrix,3-11,Strategic Opportunities For A Competitiv
7、e Advantage,Source: Douglas M. Lambert and Arun Sharma, “A Customer-Based Competitive Analysis for Logistics Decisions,” International Journal of Physical Distribution and Logistics Management 20, no.1 (1990), p.23.,3-12,Measuring and Controlling Customer Service Performance,Establish quantitative s
8、tandards of performance for each service element. Measure actual performance for each service element. Analyze variance between actual service provided and standard. Take corrective action as needed to bring actual performance into line.,3-13,Customer Service Standards,Reflect the customers point of
9、 view. Provide an operational and objective measure of service performance. Provide management with cues for corrective action.,3-14,1、有时候读书是一种巧妙地避开思考的方法。20.8.1420.8.14Friday, August 14, 2020 2、阅读一切好书如同和过去最杰出的人谈话。04:27:1304:27:1304:278/14/2020 4:27:13 AM 3、越是没有本领的就越加自命不凡。20.8.1404:27:1304:27Aug-2014
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