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  5. Definitive Guide to Order Fulfillment and Customer Service, The: Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations

Definitive Guide to Order Fulfillment and Customer Service, The: Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations, 1st edition

Published by Pearson FT Press (January 27th 2014) - Copyright © 2014

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Definitive Guide to Order Fulfillment and Customer Service, The: Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations

ISBN-13: 9780133453874

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Overview

Table of contents

Chapter 1  Meeting Customers’ Real Needs: The Nature of Service System Design    1
Meeting Customers’ Real Needs     3
   Today’s Dual Customer Challenge     3
Creating Customer Value    7
   Cost     9
   Quality     9
   Delivery     10
   Responsiveness     11
   Innovation     12
   Total Order Performance—A Synergistic Approach    13
Contributing to Customer Satisfaction     15
   Customer Service Strategies     17
   Customer Satisfaction Strategies    18
   Customer Success Strategies    21
Service System Design     23
   Touch Points     24
   Orchestration     24
   Value Gaps     25
   Loyalty and Competitive Advantage    27
Conclusion     29
Endnotes     30
Chapter 2  Fulfilling Orders: The Nature of Modern Order Cycle Management     35
Fulfilling Orders     38
The Deliverables of an Order Fulfillment System     39
   Product Availability     40
   Timely Delivery     41
   Transparent, Reliable Service     43
   Service Recovery     43
   Efficient Operations     45
The Details of an Order Fulfillment System     45
   Mapping the Order Delivery Cycle: The SCOR Model    46
   Providing Postsales Customer Service     52
The Cost of Order Fulfillment Failures    54
   The Cost of Stockouts     55
   The Cost of Supply Chain Glitches     57
Conclusion     58
Endnotes    59
Chapter 3  Developing a Winning Customer Fulfillment Strategy    63
Developing a Winning Customer Fulfillment Strategy    66
Managing Customer Relationships for Profitable Growth     66
Managing Transactional Relationships    67
Managing Strategic Alliances     69
   Phase 1: Internal Planning     72
   Phase 2: Collaborative Planning     72
   Phase 3: Day-to-Day Management    73
   Relationship Takeaways for Fulfillment Strategy Design     74
Segmentation Tools and Techniques     77
   ABC Classification    77
   Customer Profitability Analysis     82
Tailored Logistics: The Right Service for Each Customer Segment    89
Conclusion    91
Endnotes     92
Chapter 4  Configuring the Network for Successful Fulfillment     95
Configuring the Network for Successful Fulfillment     97
   The Nature of Network Configuration     99
Systems Thinking and Or

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