Synopses & Reviews
DRIVE MORE VALUE FROM YOUR SUPPLY CHAIN BY IMPROVING THE WAY YOU MANAGE CUSTOMER SERVICE
- Optimize linked interactions across your entire customer service environment
- Implement customer-centric strategies, including customer-based supply chain segmentation and lifelong customer logistics management
- Use the business-driven customer service model to align customer services management to business goals, and measure your progress
Customer Service Supply Chain Management offers expert guidance for managing your supply chain to deliver more innovative and profitable customer experiences.
Pioneering supply chain management experts Alexandre Oliveira and Anne Gimeno provide a comprehensive overview of the topic, detailed descriptions of each high-value approach, and modern applications and best practices proven at leading companies worldwide. Complementing theoretical texts, they offer deep knowledge of how pioneering customer service management techniques are actually applied in the field.
This book’s content will be exceptionally helpful to both practitioners and students in all areas of supply chain management, customer service, and marketing, including participants in leading certification programs.
To build a truly customer-centric business, you must integrate, balance, and optimize four sets of relationships: product, customer, service, and process. By doing this, you empower your business to deliver the high-profit solutions your customers really want: personalized packages of products, services, support, education, and consulting.
Customer Service Supply Chain Management offers a complete model and blueprint for achieving these goals. Global supply chain innovators Alexandre Oliveira and Anne Gimeno show how to systematically address key issues ranging from organizational structure, governance, and strategy to day-to-day tactics and operations.
Oliveira and Gimeno help you assess where you stand now, identify gaps and priorities, and move rapidly towards greater effectiveness. They introduce realistic examples, applications, and best practices: all designed to help you translate theory into practice, and practice into profits.
USE CUSTOMER SERVICE SUPPLY CHAIN MANAGEMENT TO:
GROW SALES
Synopsis
DRIVE
MORE VALUE FROM YOUR SUPPLY CHAIN BY IMPROVING THE WAY YOU MANAGE CUSTOMER SERVICE
- Optimize linked interactions across your entire customer service environment
- Implement customer-centric strategies, including customer-based supply chain segmentation and lifelong customer logistics management
- Use the business-driven customer service model to align customer services management to business goals, and measure your progress
Customer Service Supply Chain Management offers expert guidance for managing your supply chain to deliver more innovative and profitable customer experiences.
Pioneering supply chain management experts Alexandre Oliveira and Anne Gimeno provide a comprehensive overview of the topic, detailed descriptions of each high-value approach, and modern applications and best practices proven at leading companies worldwide. Complementing theoretical texts, they offer deep knowledge of how pioneering customer service management techniques are actually applied in the field.
This book's content will be exceptionally helpful to both practitioners and students in all areas of supply chain management, customer service, and marketing, including participants in leading certification programs.
To build a truly customer-centric business, you must integrate, balance, and optimize four sets of relationships: product, customer, service, and process. By doing this, you empower your business to deliver the high-profit solutions your customers really want: personalized packages of products, services, support, education, and consulting.
Customer Service Supply Chain Management offers a complete model and blueprint for achieving these goals. Global supply chain innovators Alexandre Oliveira and Anne Gimeno show how to systematically address key issues ranging from organizational structure, governance, and strategy to day-to-day tactics and operations.
Oliveira and Gimeno help you assess where you stand now, identify gaps and priorities, and move rapidly towards greater effectiveness. They introduce realistic examples, applications, and best practices: all designed to help you translate theory into practice, and practice into profits.
USE CUSTOMER SERVICE SUPPLY CHAIN MANAGEMENT TO:
GROW SALES VOLUME:
- Increase market share
- Accelerate revenue cycles
- Reduce lost sales
- Support marketing and sales initiatives
IMPROVE CUSTOMER EXPERIENCE:
- Add customer value
- Optimize cost to serve
- Deliver the right service at the right cost
GROW MARGINS: - Reduce cost of sales
- Improve asset management
- Balance service levels and cost structures
Synopsis
Drive more value from your supply chain by implementing the right approaches to customer service management. Customer Service Supply Chain Management offers expert guidance for managing your supply chain to deliver superior customer service and innovation.
Lead authored by pioneering supply chain management expert Alexandre Oliveira, this guide focuses on managing customer service to deliver maximum business value. Oliveira and senior supply chain executive Anne Gimeno provide a comprehensive overview of the topic, detailed descriptions of each relevant approach, and modern applications and best practices drawn from the experiences of the world's leading companies.
Complementing theoretical texts, they offer deep knowledge of how pioneering customer service management techniques are actually applied in the field. Coverage includes:
- Fundamentals of Customer Services Management (CSM): customer services maturity levels, strategies, alignment, and innovation
- Customer-centric strategies, including customer-based supply chain segmentation and lifelong customer logistics management
- Aligning customer services management to business goals
- Establishing targets for customer services policies
- Innovating effectively in customer services management
This guide's content will be exceptionally helpful for both practitioners and students, including participants in APICS and other leading certification programs.
About the Author
Alexandre Oliveira is a founding-partner at CEBRALOG (www.cebralog.com), a supply chain consultancy and training company headquartered in Brazil since 2001. Alexandre has also been President of the Brazilian Institute of Supply Chain Professionals (I.B.S.) since 2007. He offers courses for MBA programs at Business School São Paulo and is a regular contributor to seminars, conferences, and congresses.
Alexandre began his career at Procter and Gamble, where he gained executive experience in manufacturing, quality assurance, and logistics in assignment in Brazil and in Europe, but for the past 15 years, he has developed his career as consultant. Alexandre has worked as a senior consultant, trainer, and expert advisor for companies such as GE, 3M, Sony, Bayer, Pepsico, Pernod Ricard, Unilever, Avon, Adidas, John Deere, Eaton, Walmart, Motorola, and several others.
Alexandre holds a Bachelor of Arts degree in Chemical Engineering and a Master in Finance degree from the State University of Campinas (Unicamp, Brazil) and a Master of Science (Honors) degree in Logistics and Supply Chain Management from Cranfield’s University School of Management, United Kingdom.
Since 2001, Alexandre has actively influenced logistics thinking in several supply chain organizations. He chaired the Logistics Committee at the American Chamber of Commerce (Amcham, Brazil, 2001– 2004), chaired the Supply Chain Committee at the British Chamber of Commerce (Britcham, Brazil, 2006–2007), and he was Regional Vice-President of former Brazilian Logistics Association (2002–2003). He has lectured in MBA courses since 2004 in top regional universities such as State University of Campinas (Unicamp) and State University of São Paulo (USP).
Alexandre has published in the International Journal of Physical Distribution and Logistics Management and coordinates the Operations and Supply Chain Academic group at LinkedIn, which currently has nearly 20,000 members (March 2014).
Anne Gimeno is a founding-partner at CEBRALOG, a supply chain consultancy and training company headquartered in Brazil since 2001. Anne has also been the Managing-Director of the Brazilian Institute of Supply Chain Professionals (I.B.S.) since 2007.
Anne began her career at Procter and Gamble, where she gained executive experience in materials planning, sales, and customer service. For the past 15 years, she has worked as a senior consultant for companies such as GE, 3M, Bayer, Pepsico, Pernod Ricard, and several others.
Anne holds a Bachelor of Arts degree in Chemical Engineering and a Master of Science (Honors) degree in Logistics and Supply Chain Management from Cranfield University’s School of Management, United Kingdom. She served as the director of the former Brazilian Logistics Association (2002–2003).
Table of Contents
Preface xii
Chapter 1 Customer Service Environment 1
Chapter 2 Customer Service Management Model 17
Customer Expectation Versus the Hired Service Level 20
Customer’s Service Level Perception 22
Supplier’s Process Performance 25
Customer Relationship Horizon 27
CSM Model Scenarios 36
Scenario Variations 43
Customer Service Processes 49
Pre-Transactional Elements 49
Transactional Elements 55
Post-Transactional Elements 56
Chapter 3 Customer Service Strategies 59
Example: Managing Customer Service Interactions 63
Customer Service and Planning Logistics 67
Demand Planning and Forecasting 67
Stock and Inventory Control 68
Customer Service and Synchronous Operations 69
Distribution 70
Example: Working with Synchronous
Operations 73
International Logistics 74
Customer Segmentation 77
Customer-Centric Culture 79
Customer Logistics Service Strategies 81
Business-Driven Customer Service 86
Expert’s Opinion 89
Creating the “Resource-Lite” Supply Chain 89
Beyond the Carbon Footprint 89
Chapter 4 Managing the Service 93
Efficient Consumer Response 93
Vendor-Managed Inventory and Continuous Replenishment 94
Collaborative Planning, Forecasting, and Replenishment 96
CPFR Business Case 100
Current Situation 100
Operation Design 104
Project Results 123
Performance Indicators 128
Customer Service Performance Indicator Examples 139
Governance 147
S&OP Procedure: Example 150
Customer Service Cycle (CSC) 152
Chapter 5 Customer Service Organization 159
Business Case 165
Customer Logistics Positions 172
Customer Service Analyst 173
Customer Service and Logistics Manager 175
Customer Supply Chain Director 178
Bibliography 181
Index 183