供应链管理之客户服务管理(英文版)(ppt 16页)

供应链管理之客户服务管理目录：
一、Elements of Customer Service
二、Methods of Establishing a Customer Service Strategy
三、Model of Consumer Reaction to a Repeated Stockout
四、......

 

 

供应链管理之客户服务管理内容摘要：
    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 customer service
Conducting a customer service audit
    Internal Audit Questions cont.
How are these measures derived from corporate information flows and the order processing system?
What is the internal customer 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?

 

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