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
- About This eBook
- Title Page
- Copyright Page
- Dedication Page
- Contents
- Acknowledgments
- About the Authors
- 1. Meeting Customers’ Real Needs: The Nature of Service System Design
- 2. Fulfilling Orders: The Nature of Modern Order Cycle Management
- 3. Developing a Winning Customer Fulfillment Strategy
- 4. Configuring the Network for Successful Fulfillment
- 5. Implementing an Enabling Technology Strategy
- 6. Assessing Performance for Success and Improvement
- Index
Product information
- Title: The Definitive Guide to Order Fulfillment and Customer Service: Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations
- Author(s):
- Release date: January 2014
- Publisher(s): Pearson
- ISBN: 9780133453881
You might also like
book
Service Management, Student Workbook: An Integrated Approach to Supply Chain Management and Operations
With this hands-on study guide to accompany the reference on integrating the many disciplines that comprise …
book
Customer Service Supply Chain Management: Models for Achieving Customer Satisfaction, Supply Chain Performance, and Shareholder Value
DRIVE MORE VALUE FROM YOUR SUPPLY CHAIN BY IMPROVING THE WAY YOU MANAGE CUSTOMER SERVICE Optimize …
book
Delivering Customer Value through Procurement and Strategic Sourcing: A Professional Guide to Creating A Sustainable Supply Network
This is the complete executive's guide to driving sustainable competitive advantage and mitigating risk in today's …
book
The Essentials of Supply Chain Management: New Business Concepts and Applications
This is today's indispensable introduction to supply chain management for today's students and tomorrow's managers – …