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Author: Alexandre Oliveira
Publisher: Pearson Education
ISBN: 0133764397
Category : Business & Economics
Languages : en
Pages : 205
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Book Description
Part of a brand-new series of cutting-edge supply chain guides, Customer Service Supply Chain Management offers expert guidance for managing your supply chain to deliver superior customer service and innovation. Co-authored by pioneering supply chain management expert Alexandre Oliveira, this guide focuses on managing customer service to deliver maximum business value. Oliveira and senior supply chain executive Anne Gimeno provide a comprehensive overview of the topic, detailed descriptions of each relevant approach, and modern applications and best practices drawn from the experiences of the world's leading companies. Complementing theoretical texts, they offer deep knowledge of how pioneering customer service management techniques are actually applied in the field. Coverage includes: Fundamentals of Customer Services Management (CSM): customer services maturity levels, strategies, alignment, and innovation Customer-centric strategies, including customer-based supply chain segmentation and lifelong customer logistics management Aligning customer services management to business goals Establishing targets for customer services policies Innovating effectively in customer services management This guide's content will be exceptionally helpful for both practitioners and students, including participants in APICS and other leading certification programs.
Author: Alexandre Oliveira
Publisher: Pearson Education
ISBN: 0133764397
Category : Business & Economics
Languages : en
Pages : 205
Get Book
Book Description
Part of a brand-new series of cutting-edge supply chain guides, Customer Service Supply Chain Management offers expert guidance for managing your supply chain to deliver superior customer service and innovation. Co-authored by pioneering supply chain management expert Alexandre Oliveira, this guide focuses on managing customer service to deliver maximum business value. Oliveira and senior supply chain executive Anne Gimeno provide a comprehensive overview of the topic, detailed descriptions of each relevant approach, and modern applications and best practices drawn from the experiences of the world's leading companies. Complementing theoretical texts, they offer deep knowledge of how pioneering customer service management techniques are actually applied in the field. Coverage includes: Fundamentals of Customer Services Management (CSM): customer services maturity levels, strategies, alignment, and innovation Customer-centric strategies, including customer-based supply chain segmentation and lifelong customer logistics management Aligning customer services management to business goals Establishing targets for customer services policies Innovating effectively in customer services management This guide's content will be exceptionally helpful for both practitioners and students, including participants in APICS and other leading certification programs.
Author: Tsan-Ming Choi
Publisher: CRC Press
ISBN: 1315682141
Category : Business & Economics
Languages : en
Pages : 172
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Book Description
Supply chain management is a well-developed area. The traditional supply chains are dynamic systems which include the forward and reverse flows of physical products and the related information and fund. However, a service supply chain is different because the real "product" may take the form of a "service" which implies that many traditionally cruc
Author: Alexandre Oliveira
Publisher: FT Press
ISBN: 0133764583
Category : Business & Economics
Languages : en
Pages : 205
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Book Description
DRIVE MORE VALUE FROM YOUR SUPPLY CHAIN BY IMPROVING THE WAY YOU MANAGE CUSTOMER SERVICE Optimize linked interactions across your entire customer service environment Implement customer-centric strategies, including customer-based supply chain segmentation and lifelong customer logistics management Use the business-driven customer service model to align customer services management to business goals, and measure your progress Customer Service Supply Chain Management offers expert guidance for managing your supply chain to deliver more innovative and profitable customer experiences. Pioneering supply chain management experts Alexandre Oliveira and Anne Gimeno provide a comprehensive overview of the topic, detailed descriptions of each high-value approach, and modern applications and best practices proven at leading companies worldwide. Complementing theoretical texts, they offer deep knowledge of how pioneering customer service management techniques are actually applied in the field. This book’s content will be exceptionally helpful to both practitioners and students in all areas of supply chain management, customer service, and marketing, including participants in leading certification programs. To build a truly customer-centric business, you must integrate, balance, and optimize four sets of relationships: product, customer, service, and process. By doing this, you empower your business to deliver the high-profit solutions your customers really want: personalized packages of products, services, support, education, and consulting. Customer Service Supply Chain Management offers a complete model and blueprint for achieving these goals. Global supply chain innovators Alexandre Oliveira and Anne Gimeno show how to systematically address key issues ranging from organizational structure, governance, and strategy to day-to-day tactics and operations. Oliveira and Gimeno help you assess where you stand now, identify gaps and priorities, and move rapidly towards greater effectiveness. They introduce realistic examples, applications, and best practices: all designed to help you translate theory into practice, and practice into profits. USE CUSTOMER SERVICE SUPPLY CHAIN MANAGEMENT TO: GROW SALES VOLUME: Increase market share Accelerate revenue cycles Reduce lost sales Support marketing and sales initiatives IMPROVE CUSTOMER EXPERIENCE: Add customer value Optimize cost to serve Deliver the right service at the right cost GROW MARGINS: Reduce cost of sales Improve asset management Balance service levels and cost structures
Author: Rob O'Byrne
Publisher:
ISBN: 9781921630552
Category : Business logistics
Languages : en
Pages : 190
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Book Description
How to save your business millions!!! The international expert and author Rob O’Byrne gives his powerful and essential tips and insights based on over 1,200 client assignments across 22 countries. This book shows you how to find the greatest potential for massive savings and increased bottom line. You’ll Learn:* How to access the big ticket items to reduce costs* 5 critical tips on measuring for superior performance* Balancing cost and service for more effective distribution* How to stop inventory investment blow outs* 3 key steps to developing a game winning supply chain strategy* The 5 key steps to improving warehousing effectiveness* Avoiding the stuff that screws your supply chain performance
Author: Daniel Stanton
Publisher: John Wiley & Sons
ISBN: 1119410193
Category : Business & Economics
Languages : en
Pages : 360
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Book Description
Everyone can impact the supply chain Supply Chain Management For Dummies helps you connect the dots between things like purchasing, logistics, and operations to see how the big picture is affected by seemingly isolated inefficiencies. Your business is a system, made of many moving parts that must synchronize to most efficiently meet the needs of your customers—and your shareholders. Interruptions in one area ripple throughout the entire operation, disrupting the careful coordination that makes businesses successful; that's where supply chain management (SCM) comes in. SCM means different things to different people, and many different models exist to meet the needs of different industries. This book focuses on the broadly-applicable Supply Chain Operations Reference (SCOR) Model: Plan, Source, Make, Deliver, Return, and Enable, to describe the basic techniques and key concepts that keep businesses running smoothly. Whether you're in sales, HR, or product development, the decisions you make every day can impact the supply chain. This book shows you how to factor broader impact into your decision making process based on your place in the system. Improve processes by determining your metrics Choose the right software and implement appropriate automation Evaluate and mitigate risks at all steps in the supply chain Help your business function as a system to more effectively meet customer needs We tend to think of the supply chain as suppliers, logistics, and warehousing—but it's so much more than that. Every single person in your organization, from the mailroom to the C-suite, can work to enhance or hinder the flow. Supply Chain Management For Dummies shows you what you need to know to make sure your impact leads to positive outcomes.
Author: B. V. S. Prasad
Publisher:
ISBN: 9788131407561
Category : Business logistics
Languages : en
Pages : 253
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Book Description
In today's competitive environment, services industries are facing the challenge of improving operational efficiencies and reducing cost, without negatively impacting customer service. Further challenges arise due to technology revolution, increasing customer expectations, frequently changing customer needs and a dynamic market scenario. In the highly competitive environment of today, new product development, marketing and promotion costs are increasing constantly. Services providers are recognised, because only in that area it is possible to reduce costs in the supply chain. To meet these challenges, services providers are beginning to implement Supply Chain Management practices (SCM), that create a balance between customer requirements and supply chain capabilities. SCM can bring reliability, responsiveness, consistency, flexibility, cost reduction and process efficiency. Traditionally, organisations were implementing SCM with the purpose of achieving operational efficiency and cost cutting. In today's competitive environment with increasing customer demands, organisations are looking for leveraging competitive advantage to deliver better customer service. When the internet and RFID (Radio Frequency Identification) technologies emerged, they brought a new dimension to SCM concept. Even though many software providers such as SAP, Oracle and IBM offer SCM concepts to the organisation, no one has a complete software package. This book explains how service chains differ from the traditional supply chain, and elaborates on the challenges in implementing SCM in the service industry. The book also focuses on the benefits of using the supply chain in service industries like financial, healthcare, postal and courier, retail, entertainment and tourism services.
Author: Ivan Russo
Publisher: Routledge
ISBN: 1351669354
Category : Business & Economics
Languages : en
Pages : 135
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Book Description
Many business-to-business (B2B) managers think that customers act rationally and base decisions mostly on price, customer loyalty isn’t considered. Companies outsource various activities, which enable them to improve efficiency, reduce costs, focus more on core competencies and improve their innovation capabilities. Supply Chain Management synchronizes the efforts of all parties—particularly suppliers, manufacturers, retailers, dealers, customers—involved in achieving customer’s needs. Despite much research, the relationship between customer loyalty and the supply chain strategy remains insufficiently explored and understood by practitioners and academics, while the theme has been extensively developed within marketing literature. Customer Loyalty and Supply Chain Management is the result of years of work by the authors on different projects concerning the overlapping areas of supply chains, logistics and marketing, drawing a connection between the literature to provide a holistic picture of the customer loyalty framework. Emphasis is given to the B2B context, where recent research has provided some clues to support the fact that investment in operations, new technologies and organizational strategy have had a significant role in understanding B2B loyalty, particularly in the context of global supply chains. Moreover, the book provides a modernized and predictive model of B2B loyalty, showing a different methodological approach that aims at capturing the complexity of the phenomenon. This book will be a useful resource for professionals and scholars from across the supply chain who are interested in exploring the dimension of customer loyalty in the challenging supplier and customer context.
Author: John T. Mentzer
Publisher: SAGE
ISBN: 9780761921110
Category : Business & Economics
Languages : en
Pages : 530
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Book Description
This work presents a comprehensive model of supply chain management. Experienced executives from 20 companies clearly define supply chain management, identifying those factors that contribute to its effective implementation. They provide practical guidelines on how companies can manage supply chains, addressing the role of all the traditional business functions in supply chain management and suggest how the adoption of a supply chain management approach can affect business strategy and corporate performance.
Author: Edmund Prater
Publisher: Business Expert Press
ISBN: 1606493760
Category : Business & Economics
Languages : en
Pages : 188
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Book Description
If you’re a manager of a supply chain operation, or a student learning about supply chain management, this book will provide not only an overview of supply chain management but also a framework for subsequent, more detailed study in various aspects of supply management. This book reviews the evolution of supply chain management concepts and discusses trends in global markets and strategic competitiveness. It then focuses on the major issues involved in managing a competitive supply chain including: forecasting, inventory management, distribution, dealing with uncertainty, reverse logistics, and customer service. Coverage of the dynamic, evolving issues pertaining to supply chains that affect the global business community concludes the book. With this book in hand, you’ll be better equipped to conceptualize the management of supply chains as a collection of business processes; identify primary and secondary value chain processes; distinguish between the umbrella term, “supply chain management,” and its component functions; and understand the basic tools of forecasting and the need for accurate data and forecasts on which to base supply chain management decisions.
Author: National Research Council
Publisher: National Academies Press
ISBN: 0309173418
Category : Technology & Engineering
Languages : en
Pages : 162
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Book Description
The managed flow of goods and information from raw material to final sale also known as a "supply chain" affects everythingâ€"from the U.S. gross domestic product to where you can buy your jeans. The nature of a company's supply chain has a significant effect on its success or failureâ€"as in the success of Dell Computer's make-to-order system and the failure of General Motor's vertical integration during the 1998 United Auto Workers strike. Supply Chain Integration looks at this crucial component of business at a time when product design, manufacture, and delivery are changing radically and globally. This book explores the benefits of continuously improving the relationship between the firm, its suppliers, and its customers to ensure the highest added value. This book identifies the state-of-the-art developments that contribute to the success of vertical tiers of suppliers and relates these developments to the capabilities that small and medium-sized manufacturers must have to be viable participants in this system. Strategies for attaining these capabilities through manufacturing extension centers and other technical assistance providers at the national, state, and local level are suggested. This book identifies action steps for small and medium-sized manufacturersâ€"the "seed corn" of business start-up and developmentâ€"to improve supply chain management. The book examines supply chain models from consultant firms, universities, manufacturers, and associations. Topics include the roles of suppliers and other supply chain participants, the rise of outsourcing, the importance of information management, the natural tension between buyer and seller, sources of assistance to small and medium-sized firms, and a host of other issues. Supply Chain Integration will be of interest to industry policymakers, economists, researchers, business leaders, and forward-thinking executives.
