logistics grade 9 ¨costumer service in logistics¨
TRANSCRIPT
CUSTOMER SERVICE IN LOGISTICSLecturer: Max Galarza
Members: Antonella Villavicencio
Tito Heredia John Borja
26th August 2015
4 C´S
4
3 stages:
1.Threshold : reach the threshed, further service improvement relative to competition can show good sales stimulation.
2. Diminishing returns: in this region that most firms operate their logistics system.
3. Decline : that service improvement can be carried too for, with resulting decline in sales.
General relationship of sales to customer service
5
Importance of logistics customer service (II)
Service effects on customer patronage
65 percent of a firm’s business comes from its present customers.
On the average it is approximately six times more expensive to develop a new customer than it is to keep a current customer.
Logistics Customer Service 6
Elements of customer service
Supply chain managers balance total logistics cost factors against customer service factors
• Customer Service Concept • Lead Time
• Quick response• Efficient consumer response
• Communication• Convenience
• Customer Service Standards
INFORMATION AND LOGISTICS MANAGEMENT OBJECTIVE
IN A SUPPLY CHAIN
NETGRAPHY
• https://www.google.com.ec/?gfe_rd=cr&ei=D5PcVbCnBozAAWA9rDwBQ#q=logistics+management+customer+service+ppt