基于E-Business物流与服务上海交通大学计算机系吴晨涛wuct@.pptVIP

* 7 Establish a Customer Service Strategy Service policy must be based on customer requirements. One popular method is to benchmark competitors’ customer service level. 2 * 7 Establishing Customer Service Strategy Establishing Customer Service Strategy Determining customer service levels based on customer reaction to stockouts at the retail level. Cost/revenue trade-offs. ABC analysis of customer service. Customer service audits. 2 * Profit maximization Revenue Logistics costs Improved logistics customer service 0 0 Costs or sales 7 Establishing Customer Service Strategy 2 Generalized Cost-Revenue Tradeoffs * List of Relevant Customer Service Elements Billing Procedure Average Delivery Times Rush Service Return Policy Order Status Information Accuracy in Filling Orders Action on Complaints Expedite Emergency Orders Remote Order Transmission (computer-to-computer) Palletize and Utilize Loads or Handling Efficiency Delivery Time Variability Completeness of Order(% of Order shipped) 8 Setting Service Levels 2 * Fill Rate (% of orders shipped complete) Efficient Order Entry Procedures Speed and Accuracy in Billing Handling of Claims Availability of Inventory Status Lead-times (length of) Freight Pickup Allowances for Distributors Wishing to Pickup Freight at the Manufacturers (backhaul policy) Distributors Choice of Carrier Selected 8 Setting Service Levels 2 * 8 Setting Service LevelsImportance And Performance Evaluations For Selected Customer Service Attributes Performance Evaluation Relative Performance -0.36* * Performance evaluations of A and B are significantly different at p 0.05. 1 2 3 4 5 6 7 8 9 Importance Company A Company B No. Attribute Accuracy in filling orders Ability to expedite emergency orders in a fast, responsive manner Action on complaints (e.g., order servicing, shipping, product, etc.) Accuracy of supplier in forecasting and committing to shipping date for custom-made products Completeness rate