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1. Logistics: the critical element in international trade
- Dr. Darren Prokop
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2. Supply chain management: leveraging reverse auctions
- Dr. Darren Prokop
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3. Logistics: the invisible support structure
- Dr. Darren Prokop
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4. Logistics: managing trade-offs
- Dr. Darren Prokop
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5. Logistics: managing geography
- Dr. Darren Prokop
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6. Supply chain management: customer service and quality
- Dr. Darren Prokop
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7. Supply chain management: dealing with data
- Dr. Darren Prokop
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8. Logistics: managing economies of scale
- Dr. Darren Prokop
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9. Supply chain management: managing intellectual property
- Dr. Darren Prokop
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10. Logistics: designing layouts
- Dr. Darren Prokop
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11. Logistics: managing transportation congestion
- Dr. Darren Prokop
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13. Supply chain management: trust and cooperation
- Dr. Darren Prokop
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14. Logistics: operating cost and revenue
- Dr. Darren Prokop
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15. Supply chain management: the measurement process
- Dr. Darren Prokop
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16. Logistics: a case study of air cargo innovations in Alaska
- Dr. Darren Prokop
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17. Supply chain management: insourcing and outsourcing transportation
- Dr. Darren Prokop
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18. Supply chain management: managing price inflation
- Dr. Darren Prokop
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19. Logistics: intermodalism
- Dr. Darren Prokop
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20. Supply chain management: maverick buying
- Dr. Darren Prokop
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21. Logistics management: incoterms
- Dr. Darren Prokop
Printable Handouts
Navigable Slide Index
- Introduction
- What is supply chain management?
- What is customer service?
- 80/20 Rule
- Dissatisfied customers
- Stock-out
- Customer types
- Credence products and services
- Consumption and production
- Consumers and producers
- Price discrimination
- Quality
- Level of performance
- Durability
- Serviceability
- Features
- Conformity
- Aesthetics
- Perceived value
- Quality control
- Labor productivity
- Productivity of other inputs
- Input quality
- Design and production
- Inspection
- Samples
- Samples example
- Structural or systematic problems
- Quality assurance
- Innovation and competitiveness
- Worker empowerment
- Organizational culture
- Conclusion
- Thank you
This material is restricted to subscribers.
Topics Covered
- Stockouts
- Consumption and production
- Quality objectiveness
- Quality subjectiveness
- Labor productivity
- Samples
Talk Citation
Prokop, D. (2020, October 29). Supply chain management: customer service and quality [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved December 13, 2024, from https://doi.org/10.69645/HBBJ4170.Export Citation (RIS)
Publication History
Transcript
Please wait while the transcript is being prepared...
0:00
Supply Chain Management, Customer Service and Quality,
presented by Dr. Darren Prokop,
Professor of Logistics, University of Alaska Anchorage.
0:10
What is supply chain management?
It is the linkage of organizations in order to meet some strategic goal.
Linkages could be achieved through
contractual relationships or through mergers and acquisitions.
Linkages could be more informal and involve a joint venture,
or strategic alliance covering a more limited business activity.
In any case, the intent of supply chain management is to foster
trusting relationships whereby the partners are more valuable together than apart.
0:41
What is customer service?
It is the process whereby a producer strives for a win-win outcome with a customer.
This means the producer is building loyalty, i.e.,
stability and predictability in customer demand while
the customer is receiving fulfillment from the purchase of a product or service.
There are two competing views of how to treat customers.
One view says, "The customer is always right";
basically, just give customers what they want.
The other view is often exemplified by Apple Incorporated co-founder,
Steve Jobs, "A lot of times people don't know what they want until you show it to them."
This view involves educating and persuading the customer in order to build loyalty.
Within both views, however,
a degree of nurturing is involved.
But an important constraint to that is,
a producer cannot be all things to all people.
A shorthand for this is the 80/20 rule.