Capitulo 5 Flashcards
Customer service
Ability of logistics management to satisfy users in terms of time, dependability, communication, and convenience.
Good customer service
Is critical to business success, ensuring brand loyalty one customer at a time.
Recent innovations have focused on
Automating customer service systems, but the human element is, in some cases, indispensable
What can cause disturbance in the delivery?
External Factors
Internal Factors
External Factors
These can be external factors like weather conditions, holidays, or weekends
Internal Factors
These include difficulties within the organization itself such as order processing, faulty tracking, communication issues, or delays in transportation.
Dependability (confianza)
Product can be Lost or dam-aged for a multitude of reasons, but the reasons are rather immaterial to a customer—a lost, or damaged product can cause a variety of negative ramifications for a customer, such as out-of-stock situations
The Cost of Customer Satisfaction
Time, dependability, communication, convenience.
Customer service standards
Can significantly affect a firm’s overall sales success, so establishing goals and objectives is an important management decision
Objectives should be
specific
measurable
achievable
cost effective
Service recovery
Process for returning a customer to a state of satisfaction after a service or product has failed to live up to expectations
Matrix design
Employees might have cross-functional responsibilities.
Advantage of Matrix design
The category manager can be very responsive to customer requirements.
Disadvantage of Matrix design
Tends to be more costly because more managerial-level employees are necessary in comparison to a hierarchical organization
Organizational design
It is concerned with issues such as who makes work-related decisions and the appropriate communication channels between workers and managers
Hierarchical, or functional, organizational design
Has its foundations in the command- and-control military organization, where decision making and communication often follow a top–down flow.
Advantage of functional (hierarchical design)
Flexibility in exercising command in the sense that no one manager commands more than a “limited” number of employees.
Disadvantage of functional design
Societal changes, such as individuality and questioning authority, are not easily accommodated and control philosophy
Logistical Infrastructure
Air highway, pipeline, rail, and water.
Transportation
The actual physical movement of goods and people between two points
Packaging inefficiencies
Tends to be compounded as one moves from a very small unit, to a smaller unit, and so on
Labeling
Packaging is usually done at the end of the assembly line, so package labeling also occurs there because using this location avoids accumulating an inventory of preprinted packages. This is also a key point for control because this is where there is an exact measure of what comes off the assembly line
