Definitive Guide to Order Fulfillment and Customer Service, the : Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations (Council of Supply Chain Management Professionals)

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Definitive Guide to Order Fulfillment and Customer Service, the : Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations (Council of Supply Chain Management Professionals)

CSCMP/ Fawcett, Stanley/ Fawcett, Amydee

ウェブストア価格 ¥16,780（本体¥15,255）
Pearson FT Press（2014/03発売）
外貨定価 US$ 79.99
ポイント 152pt

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製本 Hardcover:ハードカバー版／ページ数 224 p.
言語 ENG
商品コード 9780133453867
DDC分類 658.812

Full 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.

Chapter 1 Meeting Customers' Real Needs: The Nature of Service System Design
Chapter 2 Fulfilling Orders: The Nature of Modern Order Cycle Management
Chapter 3 Developing a Winning Customer Fulfillment Strategy
Chapter 4 Configuring the Network for Successful Fulfillment
Chapter 5 Implementing an Enabling Technology Strategy
Chapter 6 Assessing Performance for Success and Improvement
Endnotes
Index