Chapter 9 Flashcards
Customer Service Management
the design and execution of the processes that provide customers with products and services they desire
Three Levels of Customer Commitment
Customer Success
Customer Satisfaction
Basic Service
Six Basic “Rights”
amount product place time condition information
Basic Service
a suppler’s ability to provide product availability, lead-time performance, and service reliability
Product Availability
the capacity to have inventory present when and where it is desired by a customer
Fill Rate
a measure of the impact of stock-outs over time or over multiple orders from customers
Unit Fill Rate
total units delivered / total units ordered
Line Fill Rate
number of order lines delivered complete / total order lines
Order Fill Rate
total complete orders delivered / total orders
Order-to-Delivery (OTD) Lead Time
the time that passes from the instant the customer places an order to the instant that the customer receives the product
Four Market Orientations
Engineer to Order (ETO)
Make to Order (MTO)
Assemble to Order (ATO)
Make to Stock (MTS)
Service Reliability
a firm’s ability to perform all order-related activities error-free
Perfect Order
the notion that an order should be delivered without failure in any attribute
Knowledge Gap
the gap between customers’ real expectations and managers’ perceptions of those expectations
Standards Gap
the gap that exists when internal performance standards do not adequately or accurately reflect customer expectations