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The ultimate purpo of any logistics system is to satisfy customers. It is a simple idea that is not always easy to be recognized, if you are a manager involved in activities such as production scheduling or inventory control, which may em to be some distance away from the market place. The fact is of cour that everybody in the organization has a stake in customer rvice. Indeed, many successful companies have started to examine their internal rvice standards in order that everyone who works in the business understands that they must rve someone, if they don’t, why are they on the payroll?
纸黄金是什么In today’s keenly competitive market, firms find it extremely difficult to retain existing customers and to create new customers since customers now face a vast array of products and brand choices, prices and suppliers. Though not every purcha or intention to purcha depends on the formation of relationships between the firms and their customers, many actually do. Therefore, the management, in order to increa sales, began to adopt market-mix strategy (including 4Ps_price, product, promotion, place), which is customer-ori
ented decades ago, and are now going all out to improve their logistics to deliver superior customer rvice.关于苹果的谜语
Logistics system, with functions of transportation, storage and other associated activities, create time and place utility for products. It tries to ensure that the customers receive the right product in the right place, at the right time, in the right condition, and at the right price. Besides, a customer can not be satisfied unless he obtains an on-time and accurate delivery which can only be provided by perfect logistics system. Customer rvice is thus considered as the output of logistics.
In the process of internal logistics integration, customer rvice also plays a significant role. Individual departments maximize their own interest rather than that of the total organization, each has its own budget and goal. However, with the emergence of vertical integration and BPR, the original boundaries between them were cut across and many cross-functional teams were established. Bound and unified together by a customer-focud approach, they coordinated with each other to manage the core process and achieve the entire firms’ objective.
Higher level of customer rvice resulting from improved logistics system can greatly benefit the implementation of market strategy. For example, as the giant US retailer, Wal-Mart’s great success in marketing should to a high degree be attributed to its superiority in information technology, handling inventory management and order flow process. When individual Wal-Mart stores ll their goods, sales information flows not only to Wal-Mart’s headquarters but to Wal-Mart suppliers, who ship replacement goods to Wal-Mart stores almost as fast as the products move off the shelf. Thus, by offering better rvice, faster cycle time and lower price, its logistics system attracts and keeps lots of customers for Wal-Mart.
Trying to deliver better customer rvice, management should acquire a full understanding of the terms of “customer” and “customer rvice”.
肝中毒In logistics activities, the term “customer” means the object of delivery, or simply speaking, persons or unit that receives the goods. In practice, it can be considered as being compod of two parts-internal and external customers. The internal customers inv龙门涧风景区
olve persons or departments within a firm. In fact, nearly each person, department or process can play a dual role as customer and supplier at the same time. For instance, each workstation can be viewed as a customer when obtaining parts and materials from previous station and as a supplier while providing its output to the subquent workstation for further processing. In contrast, external customers, in the supply chain, range widely from retailer, wholesaler, and end-urs to other downstream enterpris. Whoever the customers are, their demand for logistics rvice acts as a driving force that stimulates the development of logistics.
For customer rvice, some people think its definition includes:
1. Lead time between the receipt of an order and the delivery of the order to the customer.
2. 安全教育日手抄报The proportion of the orders filled accurately and on time.
温度水城3. The proportion of orders which arrive at the customer’s premis ready for sale or u, without damage and in good order.
4. Ea and flexibility with which a customer can place the order.
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Customer rvice is normally defined as the rvice provided to the customer from the time the order is placed until the order is delivered. In fact, it is much more than this. It encompass every aspect of the relationship between the manufacturer, supplier and customer. Under this definition, it includes price, product range on offer, after-sales rvice, product availability, and the total activity of rvicing the customer. Besides, Lalonde, an American logistics expert, defines customer rvice as a process which adds great value to the supply chain in a cost-effective way.
