供应链管理培训汇总篇英文版3

CHAPTER3CustomerService,Costtrade-offsinMarketingandLogistics,ElementsofCustomerService,MethodsofEstablishingaCustomerServiceStrategy,DeterminingchannelservicelevelsbasedonknowledgeofconsumerreactionstostockoutsAnalyzingcost/revenuetrade-offsUsingABCanalysisofcustomerserviceConductingacustomerserviceaudit,ModelofConsumerReactiontoaRepeatedStockout,Source:ClydeK.Walter,“AnEmpiricalAnalysisofTwoStockoutModels,”unpublishedPh.D.Dissertation,OhioStateUniversity,1971.,RelationshipBetweenCustomerServiceandInventoryInvestment,StagesoftheCustomerServiceAudit,OverallImportanceComparedToSelectedPerformanceOfMajorManufacturersEvaluatedByDealers,Source:DouglasM.LambertandJayU.Sterling,“DevelopingCustomerServiceStrategy,”unpublishedmanuscript.AllRightsreserved.,InternalAuditQuestions,Howiscustomerservicecurrentlymeasured?Whataretheunitsofmeasurement?Whataretheperformancestandards?Whatisthecurrentlevelofattainment?,3-9a,InternalAuditQuestionscont.,Howarethesemeasuresderivedfromcorporateinformationflowsandtheorderprocessingsystem?Whatistheinternalcustomerservicereportingsystem?Howdothefunctionalareasofthebusinessperceivecustomerservice?Whatistherelationbetweenthesefunctionalareasintermsofcommunicationandcontrol?,3-9b,ImportanceAndPerformanceEvaluationsForSelectedCustomerServiceAttributes,Source:DouglasM.LambertandArunSharma,“ACustomer-BasedCompetitiveAnalysisforLogisticsDecisions,”InternationalJournalofPhysicalDistributionandLogisticsManagement20,no.1(1990),p.18.,3-9c,CompetitivePositionMatrix,3-10,PerformanceEvaluationMatrix,3-11,StrategicOpportunitiesForACompetitiveAdvantage,Source:DouglasM.LambertandArunSharma,“ACustomer-BasedCompetitiveAnalysisforLogisticsDecisions,”InternationalJournalofPhysicalDistributionandLogisticsManagement20,no.1(1990),p.23.,3-12,MeasuringandControllingCustomerServicePerformance,Establishquantitativestandardsofperformanceforeachserviceelement.Measureactualperformanceforeachserviceelement.Analyzevariancebetweenactualserviceprovidedandstandard.Takecorrectiveactionasneededtobringactualperformanceintoline.,3-13,CustomerServiceStandards,Reflectthecustomerspointofview.