Definitive Guide to Order Fulfillment and Customer Service, The
Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations
1st Edition
Published on 16. December 2013
225 pages
978-0-13-345389-8 (ISBN)
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.
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.
More details
Series
Edition
1. Auflage
Language
English
Place of publication
NJ
United States
Publishing group
Pearson Education (US)
Target group
Professional and scholarly
File size
2,91 MB
ISBN-13
978-0-13-345389-8 (9780133453898)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
CSCMP | Stanley Fawcett | Amydee Fawcett
Definitive Guide to Order Fulfillment and Customer Service, The
Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations
Book
03/2014
Pearson FT Press
€77.50
Article not available at the moment
Persons
The Council of Supply Chain Management Professionals (CSCMP) is the preeminent worldwide professional association dedicated to the advancement and dissemination of research and knowledge on supply chain management. With nearly 10,000 members representing nearly all industry sectors, government, and academia from 67 countries, CSCMP members are the leading practitioners and authorities in the fields of logistics and supply chain management.
Stanley E. Fawcett is the John B. Goddard Endowed Chair in Global Supply Chain Management at Weber State University. Stan taught at Michigan State University and Brigham Young University before joining Weber State. Stan is an innovative, award-winning teacher who has taught academic and executive programs in Asia, Europe, and North and South America. He has published more than 130 articles and six books on supply chain topics. His research has recently appeared in the following leading journals: Decision Sciences Journal, Journal of Business Logistics, Journal of Finance, Journal of Small Business Management, and Journal of Supply Chain Management. Stan is the coeditor-in-chief of the Journal of Business Logistics. Stan's two core philosophies are mentoring and collaboration. His greatest satisfaction as an academic comes from helping colleagues and students achieve higher levels of personal and professional success.
Amydee M. Fawcett, PhD, is Assistant Professor of SCM in the John B. Goddard School of Business and Economics at Weber State University. Dr. Fawcett's research explores the dynamics of effective collaboration in a variety of settings, including collaborative planning, forecasting, and replenishment (CPFR) and humanitarian assistance and disaster relief (HADR). She has coauthored ten articles, including two best papers: the E. Grosvenor Plowman Best Paper Award from CSCMP Educator's Conference and the Hal E. Fearon Best Paper Award from Journal of Supply Chain Management. Her teaching focuses on supply chain relational dynamics.
Stanley E. Fawcett is the John B. Goddard Endowed Chair in Global Supply Chain Management at Weber State University. Stan taught at Michigan State University and Brigham Young University before joining Weber State. Stan is an innovative, award-winning teacher who has taught academic and executive programs in Asia, Europe, and North and South America. He has published more than 130 articles and six books on supply chain topics. His research has recently appeared in the following leading journals: Decision Sciences Journal, Journal of Business Logistics, Journal of Finance, Journal of Small Business Management, and Journal of Supply Chain Management. Stan is the coeditor-in-chief of the Journal of Business Logistics. Stan's two core philosophies are mentoring and collaboration. His greatest satisfaction as an academic comes from helping colleagues and students achieve higher levels of personal and professional success.
Amydee M. Fawcett, PhD, is Assistant Professor of SCM in the John B. Goddard School of Business and Economics at Weber State University. Dr. Fawcett's research explores the dynamics of effective collaboration in a variety of settings, including collaborative planning, forecasting, and replenishment (CPFR) and humanitarian assistance and disaster relief (HADR). She has coauthored ten articles, including two best papers: the E. Grosvenor Plowman Best Paper Award from CSCMP Educator's Conference and the Hal E. Fearon Best Paper Award from Journal of Supply Chain Management. Her teaching focuses on supply chain relational dynamics.
Content
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
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
