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Customer Service Management (Ch 9) (Basic Rights to Customers (Right…
Customer Service Management
(Ch 9)
Lead Time Performance
order-to-delivery (OTD) lead time
Product design lead time
Order lead time
Procurement lead time
Production lead time
Delivery lead time
Basic Rights to Customers
Right Project
Right Information
Right time
Right Amount
Right condition
Right place
Product Availability
Stock out: not service failure
until customer tries to buy
Fill rate: impact of
stock outs over time
Line Fill Rate
% orders 100% filled
2nd most stringent
Order Fill Rate
% orders shipped complete
Most stringent
Unit Fill Rate
Least stringent
% units ordered delivered
Customer Satisfaction
Customer Expectations
Reliability
Responsiveness
Access
Communication
Credibility
Security
Courtesy
Competence
Tangibles
Knowing the customer
Expectations
always changing
Amazon Effect
Customer Satisfaction Model
Influences of customer satisfaction
Defined Requirements
Customer Strategies
Customer performance goals
Not same as stated
requirements or needs
Previous supplier
performance
Experience w/1 supplier
shapes expectations of
other suppliers
Word-of-mouth
Communication from
supplier
Gaps leading
to failures
Knowledge gap
Standards gap
Performance gap
Communications gap
Perception Gap
Satisfaction gap
Any above lead to this
Limitations to
Customer Focus
Satisfaction = happiness
Satisfaction = loyalty
Satisfaction = individual
Customer Success Focus
