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

Book Description

This is the most authoritative and complete guide to planning, implementing, measuring, and optimizing world-class supply chain order fulfillment and customer service processes. Straight from the Council of Supply Chain Management Professionals (CSCMP), it brings together up-to-the-minute knowledge and best practices for all facets of order fulfillment and customer service process management, from initial customer inquiry through post sales service and support. CSCMP and contributor Stanley Fawcett introduce crucial concepts ranging from customer order cycles to available-to-promise and supply chain RFID to global order capture networks.

The Definitive Guide to Order Fulfillment and Customer Service imparts a deep understanding of each crucial process, helping readers optimize your most important customer contacts. Coverage includes:

  • Basic concepts of order fulfillment and customer service, and their essential roles in meeting customer expectations

  • Key elements and processes in order fulfillment and customer service, and interactions amongst them

  • Principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes

  • The critical role of technology in managing order fulfillment and customer service processes

  • Requirements and challenges of global order fulfillment and customer service processes

  • Best practices for assessing the performance of order fulfillment and customer service processes using standard metrics and frameworks

For all supply chain and operations managers, students, and other business professionals and decision-makers who are concerned with order fulfillment or customer service.

Table of Contents

  1. About This eBook
  2. Title Page
  3. Copyright Page
  4. Dedication Page
  5. Contents
  6. Acknowledgments
  7. About the Authors
  8. 1. Meeting Customers’ Real Needs: The Nature of Service System Design
    1. Meeting Customers’ Real Needs
    2. Creating Customer Value
    3. Contributing to Customer Satisfaction
    4. Service System Design
    5. Conclusion
    6. Endnotes
  9. 2. Fulfilling Orders: The Nature of Modern Order Cycle Management
    1. Fulfilling Orders
    2. The Deliverables of an Order Fulfillment System
    3. The Details of an Order Fulfillment System
    4. The Cost of Order Fulfillment Failures
    5. Conclusion
    6. Endnotes
  10. 3. Developing a Winning Customer Fulfillment Strategy
    1. Developing a Winning Customer Fulfillment Strategy
    2. Managing Customer Relationships for Profitable Growth
    3. Managing Transactional Relationships
    4. Managing Strategic Alliances
    5. Segmentation Tools and Techniques
    6. Tailored Logistics: The Right Service for Each Customer Segment
    7. Conclusion
    8. Endnotes
  11. 4. Configuring the Network for Successful Fulfillment
    1. Configuring the Network for Successful Fulfillment
    2. Systems Thinking and Order Fulfillment Configuration
    3. Global Implications for Network Configuration
    4. Conclusion
    5. Endnotes
  12. 5. Implementing an Enabling Technology Strategy
    1. Implementing an Enabling Technology Strategy
    2. The Nature of Information-Technology Enablement
    3. Moving Toward Information Enablement
    4. Pieces of the IT-Enablement Puzzle
    5. Conclusion
    6. Endnotes
  13. 6. Assessing Performance for Success and Improvement
    1. Assessing Performance for Success and Improvement
    2. The Nature and Power of Performance Measurement
    3. Measurement Practice—Understanding the Big Picture
    4. Measurement Practice—Delving into the Details
    5. Conclusion
    6. Endnotes
  14. Index