TAILIEUCHUNG - Lecture Managing operations across the supply chain (2/e): Chapter 9 - Swink, Melnyk, Cooper, Hartley

Chapter 9 - Customer service management. Upon completion of this lesson, the successful participant will be able to: Describe how operations helps establish and meet commitments to customers, define elements and measurement of customer service, describe model of customer satisfaction, explain importance of commitment to customer success, describe technologies and relationships, describe customer segmentation. | Copyright © 2014 McGraw-Hill Higher Education. All rights reserved. CHAPTER 9 Customer Service Management McGraw-Hill/Irwin 1 Learning Objectives LO9-1 Describe how operations helps establish and meet commitments to customers LO9-2 Define elements and measurement of customer service LO9-3 Describe model of customer satisfaction LO9-4 Explain importance of commitment to customer success LO9-5 Describe technologies and relationships LO9-6 Describe customer segmentation 9–2 2 Customer Management 9–3 Intense focus on understanding and providing customers with products/service they desire LO9-1 3 Customer Service 9–4 Product Availability: inventory available when and where desired by customer Units Lines Orders Orders Units Lines Delivered Delivered Delivered 1,000 20,000 5,000 19,500 4,800 910 Unit Fill Rate: % of ordered units delivered = 19,500/20,000 = Line Fill Rate: order lines filled in total = 4,800/5,000 = 96% Order Fill Rate: orders shipped complete = 910/1000 = 91% Example

• Quản trị kinh doanh
• Managing operations
• Supply chain
• Lecture Managing operations
• Customer service management
• Customer management
• Customer service
• Operations planning
• Balancing objectives
• Sustainable operations management
• Environmental sustainability
• Reporting sustainability
• Managing processes
• Process capacity
• Theory of constraints
• Managing quality
• Product quality
• Quality management
• Product life cycle
• Process design
• Supply chain operations
• Supply chain management
• Strategic planning processes
• Logistics management
• Supply chain strategy
• Strategic planning
• Corporate strategy
• Strategic business unit
• Process mapping
• Current state
• Bound critical process
• Service process structures
• Product process matrix
• Service process matrix
• Lean systems
• Lean origins
• Total productive maintenance
• Supply management
• Strategic sourcing process
• Sourcing strategies
• Transportation management
• Resource requirements planning
• Requirements planning
• Master production schedule
• Project management
• Project objective statement
• Organizing projects
• Advanced methods
• Project scheduling
• Project crashing
• Operations management
• Lecture Operations management
• Quản lý vận hành
• Operations strategy
• Organizational practices
• Bài giảng Quản lý vận hành
• Airline operations and delay management
• Airline operations
• Introduction to airline operations
• The operating environment
• Airline operations at airports
• Managing airline ground operations
• Production operations management
• Production Management
• Lecture Production operations management
• Supply chain risk
• Managing the integrated supply chain
• International business
• Kinh tế quốc tế
• Lecture International business
• Global business
• Managing international operations
• Production strategy
• Information system
• Business management information system
• Management information system
• Business management