Printable Handouts

PDF

Navigable Slide Index

1. Introduction
2. Presentation outline
3. Definitions of logistics and SCM
4. Customer service: a process perspective
5. Why customer service and logistics?
6. Rediscovering the customer
7. Customer service outcomes
8. Importance of customer service on profitability
9. Customer service, logistics and marketing relation
10. The logistics and marketing interface
11. Logistics activities are services
12. An easy concept and solution...?
13. Pitfalls in creating an agile supply chain
14. Logistics customer service performance...?
15. Criteria for metric development
16. Customer service attributes: importance and rating
17. Dominant logistics customer service metrics
18. A case for variable customer service
19. A variable customer service strategy
20. A variety of logistics customer service strategies
21. Customer satisfaction
22. The expectancy-disconfirmation paradigm
23. Service quality model
24. The "gaps"
25. Conclusions

Topics Covered

• Concepts of customer service
• A satisfied customer: the common denominator between marketing and logistics
• Customer service measurement and metrics
• Eight criteria for a good customer service metric
• Logistics and marketing
• Logistics activities are services
• Logistics customer service and quality strategies
• A logistics service quality model

Links

Series:

• Supply Chain Management

Categories:

• Technology & Operations

Talk Citation

Publication History

• Published on November 22, 2010