专业英语物流与供应链管理 2-文档资料
合集下载
- 1、下载文档前请自行甄别文档内容的完整性，平台不提供额外的编辑、内容补充、找答案等附加服务。
- 2、"仅部分预览"的文档,不可在线预览部分如存在完整性等问题,可反馈申请退款(可完整预览的文档不适用该条件!)。
- 3、如文档侵犯您的权益，请联系客服反馈,我们会尽快为您处理(人工客服工作时间：9:00-18:30)。
向“无差异商品”市场 的过渡，这是一个 缓慢却不可避免的 过程。
2.What is customer service?
Questions 1
What is ,in essence, the
distribution function of
the business concern
about?
பைடு நூலகம்
Making the products or service available
Questions 3
Why is it essential for any business to have a clearly identified policy towards customer service?
It is because of the multivariate nature Of customer service and because of The widely differing requirements of
低成本战略可能促成 有效率的物流，但难 以形成有效益的物流。
The impact of logistics and customer service on marketing
消费者特权
Consumer franchise
客户特权
Customer × franchise
供应链效率
市场营销效率
Supply chain
从顾客角度出发，强调理解多重服务要素 的重要性。
Explains of the importance of customer retention and the life time value of a customer.
解释客户保持与客户终身价值的重要性。
Outlines the idea of a service-driven logistics system based upon identified service priorities and a customer based segmentation according to service requirement.
customer retention
Organizations are not only compete on the products’ features but also on the product’s added-value services.
Specific markets.
Revenue loss due to an outof-stock
20%
100%
20% 6%
46% decline in intended expenditures
54%
Consumer
Intended
shops
purchase elsewhere/
expenditure does not
Order status information 订单状况信息 (How long does it take us to respond to a query with the required information? Do we inform the customer of problems or do they contact us?)
市场营销和物 流相互关联
1.The marketing and logistics interface
Questions 1
According to text, there are signs that old view is rapidly changing, how does it change?
Customer complaints, claims etc. 客户投诉、索赔等
(How promptly do we deal with complaints and returns? Do we measure customer satisfaction with our response?)
•availability
•Quick response •Low cost supplier •Superior ROI
品牌价值 企业形象 可得性
客户服务 合作关系 快速反应
灵活性 降低的资产规模 低成本供应商
市场份额 客户保持 高投资回报率
3.Customer service and
make purchase
Consumer delays
purchase
Decrease in value of purchased alternatives
Purchase expenditure when out-ofstock occurs
Low cost strategies may lead to efficient logistics but not to effective logistics.
Product tracing/warranty 产品追踪/保证 (Can we identify the location of individual products once purchased? Can we maintain/extend the warranty to customers’ expected levels?)
The objective should be to establish a chain of customers that links people at all levels in the organization directly or indirectly to the marketplace.
The mission of logistics management was defined simply in terms of providing the means whereby customer’s service requirement are met.
The ultimate purpose of any logistics is to satisfy customers.
Inventory availability 库存可得性 (What percentage of demand for each item can be met from stock?)
Order fill rate 订单完成率 (What proportion of orders are completely filled within the stated lead time?)
System flexibility 系统灵活性 (Can we adapt our service delivery systems to meet particular customer needs?)
Transaction elements
Order cycle time 订单周期时间 (What is the elapsed time from order to delivery? What is the reliability/variation?)
Post-transaction elements
Availability of spares 备件可得性
(What are the in-sock levels of service parts?)
Call-out time 上门服务时间
(How long does it take for the engineer to arrive and what is the ‘first call fix rate’?)
Accessibility 易接近性 (Are we easy to contact/do business with? Is there a single point of contact?)
Organization structure 组织结构 (Is there a customer service management structure in place? What level of control do they have over their service process?)
This chapter：
Highlight the importance of managing the marketing and logistics interface on an integrated basis.
强调在协调的基础上管理市场营销与物流 接口的重要性。
Emphasizes the need to understand the multiple elements of service from the customer perspective.
1.Pre-transaction elements
2.Transaction elements
3.Post-transaction elements
Pre-transaction elements
Written customer service policy 客户服务策略的书面文件 (Is it communicated internally and externally, is it understood, is it specific and quantified where possible?)
概述服务驱动的物流系统理念，该理念建 立在确定服务等级、根据服务需求细分客 户群的基础上。
Introduce the idea of the ‘perfect order’ as the basis for measuring Service performance.
介绍以“完美订单”进行服务绩效测评的 思想方法。
Questions 2
What are the two factors which contributed most to the growing importance of customer service?
持续上涨的客 户期望。
Two factors to the growing importance of customer service: 1.The continual development of customer expectations. 2.The slow but inexorable transition towards ‘commodity’ type markets.
Marketing
× efficiency = effectiveness
•Brand value •Customer service •Flexibility
•Market share
•Corporate image •Partnership
•Reduced asset base •Customer retention
Questions 2
By LaLonde and Zinszer ‘s opinion , how to examine customer service ?
客户服务可以从三个方面 来检查： 交易前要素 交易中要素 交易后要素
LaLonde and Zinszer suggested that customer service could be examined under three headings:
Chapter 2
The customer service dimension
Outline
The marketing and logistics interface What is customer service? Customer service and customer retention Service-driven logistics systems Setting customer service priorities Setting service standards Summary
2.What is customer service?
Questions 1
What is ,in essence, the
distribution function of
the business concern
about?
பைடு நூலகம்
Making the products or service available
Questions 3
Why is it essential for any business to have a clearly identified policy towards customer service?
It is because of the multivariate nature Of customer service and because of The widely differing requirements of
低成本战略可能促成 有效率的物流，但难 以形成有效益的物流。
The impact of logistics and customer service on marketing
消费者特权
Consumer franchise
客户特权
Customer × franchise
供应链效率
市场营销效率
Supply chain
从顾客角度出发，强调理解多重服务要素 的重要性。
Explains of the importance of customer retention and the life time value of a customer.
解释客户保持与客户终身价值的重要性。
Outlines the idea of a service-driven logistics system based upon identified service priorities and a customer based segmentation according to service requirement.
customer retention
Organizations are not only compete on the products’ features but also on the product’s added-value services.
Specific markets.
Revenue loss due to an outof-stock
20%
100%
20% 6%
46% decline in intended expenditures
54%
Consumer
Intended
shops
purchase elsewhere/
expenditure does not
Order status information 订单状况信息 (How long does it take us to respond to a query with the required information? Do we inform the customer of problems or do they contact us?)
市场营销和物 流相互关联
1.The marketing and logistics interface
Questions 1
According to text, there are signs that old view is rapidly changing, how does it change?
Customer complaints, claims etc. 客户投诉、索赔等
(How promptly do we deal with complaints and returns? Do we measure customer satisfaction with our response?)
•availability
•Quick response •Low cost supplier •Superior ROI
品牌价值 企业形象 可得性
客户服务 合作关系 快速反应
灵活性 降低的资产规模 低成本供应商
市场份额 客户保持 高投资回报率
3.Customer service and
make purchase
Consumer delays
purchase
Decrease in value of purchased alternatives
Purchase expenditure when out-ofstock occurs
Low cost strategies may lead to efficient logistics but not to effective logistics.
Product tracing/warranty 产品追踪/保证 (Can we identify the location of individual products once purchased? Can we maintain/extend the warranty to customers’ expected levels?)
The objective should be to establish a chain of customers that links people at all levels in the organization directly or indirectly to the marketplace.
The mission of logistics management was defined simply in terms of providing the means whereby customer’s service requirement are met.
The ultimate purpose of any logistics is to satisfy customers.
Inventory availability 库存可得性 (What percentage of demand for each item can be met from stock?)
Order fill rate 订单完成率 (What proportion of orders are completely filled within the stated lead time?)
System flexibility 系统灵活性 (Can we adapt our service delivery systems to meet particular customer needs?)
Transaction elements
Order cycle time 订单周期时间 (What is the elapsed time from order to delivery? What is the reliability/variation?)
Post-transaction elements
Availability of spares 备件可得性
(What are the in-sock levels of service parts?)
Call-out time 上门服务时间
(How long does it take for the engineer to arrive and what is the ‘first call fix rate’?)
Accessibility 易接近性 (Are we easy to contact/do business with? Is there a single point of contact?)
Organization structure 组织结构 (Is there a customer service management structure in place? What level of control do they have over their service process?)
This chapter：
Highlight the importance of managing the marketing and logistics interface on an integrated basis.
强调在协调的基础上管理市场营销与物流 接口的重要性。
Emphasizes the need to understand the multiple elements of service from the customer perspective.
1.Pre-transaction elements
2.Transaction elements
3.Post-transaction elements
Pre-transaction elements
Written customer service policy 客户服务策略的书面文件 (Is it communicated internally and externally, is it understood, is it specific and quantified where possible?)
概述服务驱动的物流系统理念，该理念建 立在确定服务等级、根据服务需求细分客 户群的基础上。
Introduce the idea of the ‘perfect order’ as the basis for measuring Service performance.
介绍以“完美订单”进行服务绩效测评的 思想方法。
Questions 2
What are the two factors which contributed most to the growing importance of customer service?
持续上涨的客 户期望。
Two factors to the growing importance of customer service: 1.The continual development of customer expectations. 2.The slow but inexorable transition towards ‘commodity’ type markets.
Marketing
× efficiency = effectiveness
•Brand value •Customer service •Flexibility
•Market share
•Corporate image •Partnership
•Reduced asset base •Customer retention
Questions 2
By LaLonde and Zinszer ‘s opinion , how to examine customer service ?
客户服务可以从三个方面 来检查： 交易前要素 交易中要素 交易后要素
LaLonde and Zinszer suggested that customer service could be examined under three headings:
Chapter 2
The customer service dimension
Outline
The marketing and logistics interface What is customer service? Customer service and customer retention Service-driven logistics systems Setting customer service priorities Setting service standards Summary