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Contents
Introduction Customer Service Customer Service for Competitiveness Customer Service Phases / Elements Importance of Customer Service Objectives of Customer Service The Perfect Order Seven R Rule Customer Service Strateg Customer Service !udit
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Introduction
Customer service is a measure of the effectiveness of a logistical s stem in creating time"and"place utilities #ar$eters vie% customer service %ithin the larger conte&t of building customer relationship 'ence organi(ations constantl strive to deliver superior customer value through customer service) %hich is a $e element in the logistics strateg In the conte&t of *ogistics) customer service is more than just transportation of a shipment from point ! to point +
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... Introduction
The goal as a company is to have customer service that is not just the best but legendary - Sam Walton
In the conte&t of logistics customer service is about , Providing customers %ith information) options e&pertise to ma$e the right decision , 'elping the supplier understand trends and d namics of mar$ets , .or$ing %ith the customer to deliver the best possible value for their mone
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7 S stem design
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E&ide Industries *td8 introduced +at"#obile Service %hich offers free van service for batter related problems of vehicles irrespective of brand of batter Service provided in all metro cities to vehicles stranded on high%a s E&ide Industries *td8 operates this service through its o%n fleet of vans %ith e5uipment installed in them - technicians carr ing an inventor of ne% batteries dedicated to the service #onitoring) coordinating - controlling the movements of vans is a tedious logistics service tas$ This value"added service has borne results in the form of customer lo alt - customer shift from competitor/s to E&ide
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! percentage of occasions on %hich customer/s re5uirements are met in full Is a customer order measure for logistical 5ualit ) %hich in turn indicates abilit to provide customer service Is a customer order %hich is fulfilled in all respects vi( time) place) 5uantit ) fault free installation and 2# documentation
'er"ect *rder
Error"free B E=> !ctual perfect order achievementF C=> G D=> G E=> F *+",FH the li$elihood that a perfect order %as achieved during the period under revie% %as onl I=8J> 2%
Se en - -ule
States that the follo%ing seven factors must all be satisfied to create the perfect order , Right roduct , Right .uantity , Right lace , Right Condition ! misstep in an of the above can result in customer dissatisfaction Competitive advantage can be gained b creating an organi(ation that routinel satisfies ERs To provide higher levels of customer service) organi(ations see$ to fulfill ERs through the 6 phases of customer service
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-e"erences
httpB//en8%i$ipedia8org/%i$i/SamK.alton Seven R Rule httpB//boo$s8google8com/boo$sLidFDM#N%9Ks+c=C-pgFP!6ID-lpgFP!6ID-d5FEOr >AEsOofOcustomerOservice-sourceFbl-otsFpPpCpc4NbP-sigFD!s6gTf(cEC5j$:R" b(5;$4ef$!-hlFen-eiFbQjKTbAN4sG#rRe*6*4c4%-saFG-oiFboo$Kresult-ctFresult -resnumFN-vedF=CERRN!E%+RSvFonepage-5-fFfalse Customer Service Strateg httpB//thethrivingsmallbusiness8com/articles/E"steps"to"creating"a"customer"service" strateg / httpB//%%%8aberdeenshire8gov8u$/about/customerservice/CustomerServiceStrateg 8pdf Objectives of Customer Service - Perfect Order Elements of *ogistics - Suppl Chain #anagement , ;ishal #ehta - #ihir #ehta *ogistics - Suppl Chain #anagement , #artin Christopher
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