The Definitive Guide to Order Fulfillment and Customer Service

Chapter 1  Meeting Customers’ Real Needs: The Nature of Service System Design 1
Meeting Customers’ Real Needs   3
   Today’s Dual Customer Challenge   3
Creating Customer Value 7
   Cost   9
   Quality   9
   Delivery   10
   Responsiveness   11
   Innovation   12
   Total Order Performance—A Synergistic Approach 13
Contributing to Customer Satisfaction   15
   Customer Service Strategies   17
   Customer Satisfaction Strategies 18
   Customer Success Strategies 21
Service System Design   23
   Touch Points   24
   Orchestration   24
   Value Gaps   25
   Loyalty and Competitive Advantage 27
Conclusion   29
Endnotes   30
Chapter 2  Fulfilling Orders: The Nature of Modern Order Cycle Management   35
Fulfilling Orders   38
The Deliverables of an Order Fulfillment System   39
   Product Availability   40
   Timely Delivery   41
   Transparent, Reliable Service   43
   Service Recovery   43
   Efficient Operations   45
The Details of an Order Fulfillment System   45
   Mapping the Order Delivery Cycle: The SCOR Model 46
   Providing Postsales Customer Service   52
The Cost of Order Fulfillment Failures 54
   The Cost of Stockouts   55
   The Cost of Supply Chain Glitches   57
Conclusion   58
Endnotes 59
Chapter 3  Developing a Winning Customer Fulfillment Strategy 63
Developing a Winning Customer Fulfillment Strategy 66
Managing Customer Relationships for Profitable Growth   66
Managing Transactional Relationships 67
Managing Strategic Alliances   69
   Phase 1: Internal Planning   72
   Phase 2: Collaborative Planning   72
   Phase 3: Day-to-Day Management 73
   Relationship Takeaways for Fulfillment Strategy Design   74
Segmentation Tools and Techniques   77
   ABC Classification 77
   Customer Profitability Analysis   82
Tailored Logistics: The Right Service for Each Customer Segment 89
Conclusion 91
Endnotes   92
Chapter 4  Configuring the Network for Successful Fulfillment   95
Configuring the Network for Successful Fulfillment   97
   The Nature of Network Configuration   99
Systems Thinking and Order Fulfillment Configuration 115
Global Implications for Network Configuration   118
   Compatibility 119
   Configuration   120
   Coordination   120
   Control   121
   Continuity   121
Conclusion 123
Endnotes   124
Chapter 5  Implementing an Enabling Technology Strategy   131
Implementing an Enabling Technology Strategy   134
The Nature of Information-Technology Enablement   136
   A Closer Look at Connectivity   138
   A Closer Look at Willingness   140
Moving Toward Information Enablement   142
   Understanding Investment Patterns   142
   Following a Proven Path   145
Pieces of the IT-Enablement Puzzle   149
   Customer Relationship Management Systems   155
   Order Processing Systems 159
Conclusion   162
Endnotes 164
Chapter 6  Assessing Performance for Success and Improvement   171
Assessing Performance for Success and Improvement 174
The Nature and Power of Performance Measurement 175
   Measurement Informs Understanding 176
   Measurement Motivates Behavior 176
   Measurement Drives Execution   177
Measurement Practice—Understanding the Big Picture 178
   Holistic Process and Supply Chain Measurement   180
   Customer-Centric Measurement 187
   Balanced Scorecards 188
Measurement Practice—Delving into the Details   194
   Product Availability   196
   Order Cycle Time 198
Conclusion   201
Endnotes   202
Index 207
 
The most authoritative, up-to-the-minute guide to planning, running, measuring, and improving supply chain processes related to order fulfillment and customer service