企业经营管理论文(英文版)(ppt 58页)

企业经营管理论文内容摘要：
Customer Service Management
is the satisfaction of customers’ requirements
of the Supply Chain.  This includes order
management from capture/creation through
invoicing and collection, the implementation of
a differentiated customer service policy and
customer integration activities that improve
service and reduce extended supply chain costs.
Distribution Management
is the movement and care of finished product
from manufacturing, usually through intermediate
warehousing to customers/consumers.
The basics have to be in place
Customer Service
Cost: %Overdue
Service: lead time, ease of ordering
Quality:#CNs due to error, invoicing accuracy
Warehousing/Distribution
Cost:  %NPS
Service:  %case fill, %order fill, IRA
Quality:  %rejects, %returns, %damages
Service and Integration
Organisation manages business through multi-functional teams, exploiting functional excellence whilst focusing on immediate upstream and downstream customers
Information requirements optimised for management of internal organisation
Customer base predominantly key account (>60% Volume weighted)
Key supplier consolidation - relationship management
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