Definitive Guide to Order Fulfillment and Customer Service, The

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 Order Fulfillment Configuration 115
Global Implications for Network Configuration 118
Compatibility 119
Configuration 120
Coordination 120
Control 121
Continuity 121
Conclusion 123
Endnotes 124
Chapter 5 Implementing an Enabling Technology Strategy 131
Implementing an Enabling Technology Strategy 134
The Nature of Information-Technology Enablement 136
A Closer Look at Connectivity 138
A Closer Look at Willingness 140
Moving Toward Information Enablement 142
Understanding Investment Patterns 142
Following a Proven Path 145
Pieces of the IT-Enablement Puzzle 149
Customer Relationship Management Systems 155
Order Processing Systems 159
Conclusion 162
Endnotes 164
Chapter 6 Assessing Performance for Success and Improvement 171
Assessing Performance for Success and Improvement 174
The Nature and Power of Performance Measurement 175
Measurement Informs Understanding 176
Measurement Motivates Behavior 176
Measurement Drives Execution 177
Measurement Practice-Understanding the Big Picture 178
Holistic Process and Supply Chain Measurement 180
Customer-Centric Measurement 187
Balanced Scorecards 188
Measurement Practice-Delving into the Details 194
Product Availability 196
Order Cycle Time 198
Conclusion 201
Endnotes 202
Index 207

The most authoritative, up-to-the-minute guide to planning, running, measuring, and improving supply chain processes related to order fulfillment and customer service