LOGISTICS grade 9 ¨Costumer service in logistics¨

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CUSTOMER SERVICE IN LOGISTICS Lecturer: Max Galarza Members: Antonella Villavicencio Tito Heredia John Borja 26th August 2015

Transcript of LOGISTICS grade 9 ¨Costumer service in logistics¨

Page 1: LOGISTICS grade 9 ¨Costumer service in logistics¨

CUSTOMER SERVICE IN LOGISTICSLecturer: Max Galarza

Members: Antonella Villavicencio

Tito Heredia John Borja

26th August 2015

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4 C´S

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3 stages:

1.Threshold : reach the threshed, further service improvement relative to competition can show good sales stimulation.

2. Diminishing returns: in this region that most firms operate their logistics system.

3. Decline : that service improvement can be carried too for, with resulting decline in sales.

General relationship of sales to customer service

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Importance of logistics customer service (II)

Service effects on customer patronage

65 percent of a firm’s business comes from its present customers.

On the average it is approximately six times more expensive to develop a new customer than it is to keep a current customer.

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Logistics Customer Service 6

Elements of customer service

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Supply chain managers balance total logistics cost factors against customer service factors

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• Customer Service Concept • Lead Time

• Quick response• Efficient consumer response

• Communication• Convenience

• Customer Service Standards

INFORMATION AND LOGISTICS MANAGEMENT OBJECTIVE

IN A SUPPLY CHAIN

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NETGRAPHY

• https://www.google.com.ec/?gfe_rd=cr&ei=D5PcVbCnBozAAWA9rDwBQ#q=logistics+management+customer+service+ppt