abhishreshthaa
Abhijeet S
IMPROVING CUSTOMER SERVICE PERFORMANCE:
The levels of customer service a firm achieves often can be improved through one or more following actions:
(i) Thoroughly researching customer needs,
(ii) setting service levels that make realistic trade-off between revenues and expenses,
(iii) making use of latest technology in order of processing systems,
(iv) measuring and evaluating the performance of individual logistics activities.
An understanding of how customers define service forms the basis for an effective customer service strategy.
Audit of both internal and external customers can be utilized to obtain customer input into service strategies, plans and programs. A firm can identify distinct logistics need of its customer through customer audit.
After the firm has determined their customer’s view of service, the management of the firm must select a customer service strategy which advances the firm’s objectives for long term projects, return on investment or other relevant measures of performance. The optimum level of customer service is the one that obtains and retains the mist profitable customers.
Order processing can have major impact on customer service levels and perceptions. Many firms have automated Order processing systems which have the primary benefit of reduced order cycle time to customers since most customers prefer consistent delivery cycle to a shorter one. But b using the additional time internally for planning, the firm can achieve saving in transportation, warehousing, inventory carrying costs, production planning and purchasing.
The levels of customer service a firm achieves often can be improved through one or more following actions:
(i) Thoroughly researching customer needs,
(ii) setting service levels that make realistic trade-off between revenues and expenses,
(iii) making use of latest technology in order of processing systems,
(iv) measuring and evaluating the performance of individual logistics activities.
An understanding of how customers define service forms the basis for an effective customer service strategy.
Audit of both internal and external customers can be utilized to obtain customer input into service strategies, plans and programs. A firm can identify distinct logistics need of its customer through customer audit.
After the firm has determined their customer’s view of service, the management of the firm must select a customer service strategy which advances the firm’s objectives for long term projects, return on investment or other relevant measures of performance. The optimum level of customer service is the one that obtains and retains the mist profitable customers.
Order processing can have major impact on customer service levels and perceptions. Many firms have automated Order processing systems which have the primary benefit of reduced order cycle time to customers since most customers prefer consistent delivery cycle to a shorter one. But b using the additional time internally for planning, the firm can achieve saving in transportation, warehousing, inventory carrying costs, production planning and purchasing.