M3 (FINALS)

Question 1

-is inextricably linked to the process of distribution and logistics.
-within this process, there are many influences that may be relevant to “__________”
-These range from the ease of ordering to stock availability to delivery reliability
-there is the need to balance the level of service provided with the cost of the provision

Answer 1

Customer Service

Question 2

Remember: (Importance of customer service) 1

Answer 2

-Customer service becomes different through the core product itself and service elements related to it.

-The Core product concerns the items itself: The technical content, the product features, the ease of use, the style and the quality.

Question 3

Represent the Availability of the product, the ease of ordering, the speed of delivery and after sales support.

Answer 3

The Service Element

Question 4

The Service elements is also called the?

Answer 4

The product surround

Question 5

Recognize that the product Surround elements are very important in determining the final demand for a product.

Answer 5

The Marketing Department

Question 6

The Pareto 80/20, is estimated that the product surround or logistics elements represents about?

Answer 6

80% impact of the product and 20% of the cost

Question 7

Remember:

Answer 7

No matter how attractive the product may be, it is essential that the customer service elements are satisfactory and, as we shall see, Logistics plays a crucial role in providing good customer service.

Question 8

Remember:

Answer 8

-Logistics can be considered as the Seven ‘rights’ of customer service.

-Each of them may be essential to ensure that a product achieves its expected sales in the various markets where it is made available - a key requisites for good customer service offering.

-These elements are affected by the standard and quality of the logistics operations that are essential to getting a product to market.

Question 9

Customer Service Elements/Components:

these are customer service factors that arise prior to the actual transaction taking place.

Answer 9

Pre-transaction elements

Question 10

Customer Service Elements/Components:

these are the elements directly related to the physical transaction and are those that are most commonly concerned with distribution and logistics.

Answer 10

Transaction Element

Question 11

Customer Service Elements/Components:

These involve those elements that occur after the delivery has taken place

Answer 11

Categories of logistic customer service elements

Question 12

Categories of Logistic customer Service elements: (8)

Answer 12

Availability of spares
call out time
Invoicing procedures
Invoicing Accuracy
Product warranty
Return policy
customer complaints and procedure
claims procedure

Question 13

Customer Service Elements/Components:

Multiple Dimensions of Logistic customer service:

Usually order fulfilment cycle time

Answer 13

Time

Question 14

Customer Service Elements/Components:

Multiple Dimensions of Logistic customer service:

such as guaranteed delivery times of accurate, undamaged orders.

Answer 14

Dependability

Question 15

Customer Service Elements/Components:

Multiple Dimensions of Logistic customer service:

such as ease of order taking or effective queries response

Answer 15

Communications

Question 16

Customer Service Elements/Components:

Multiple Dimensions of Logistic customer service:

the ability to recognize and respond to a customer’s changing needs

Answer 16

Flexibility

Question 17

Remember:

Answer 17

-Total order fulfillment cycle time has been split into the five main time-related components from order receipt to final delivery

-When Identifying and measuring order fulfilment cycle time it is important to be able to break it down to all of the key components

-If there is a customer service problem it can be measured and traced quickly and easily and the actual detailed problem can be identified and remedied.