Case studies customer service

The case study presented in this section, has been released in the petroleum field. This apphcation involves a decision problem faced during the definition of a global management plan for the TOTAL TUNISIA company which is certified in qualify, security and environment management systems. Due to the lack of space we will only consider three objectives (0 Gain market share by providing superior all-round service to the customer, O2 Minimize the environmental waste and O3 Increase safety staff) and two risks R A major fire and explosion on tanker truck carrying hydrocarbon and R2 A fire in container). 

Our Chapter 10 case study of Acme described a strategy based on the need to be a better partner in multiple market channels. This strategy puts one in the position of preferred provider as a customer or supplier. Here, the direction is also vertical along the supply chain. In Acme s case, one such service was providing selected products rapidly to distributors, a new channel to the end-users of Acme s products. 

The scope of the Internet capability at Andiamo Bicycle Company is broad. It covers suppliers, manufacturing operations in the United States and Mexico, and customer service. The case illustrates creativity in establishing links throughout the supply chain. It also shows how partnerships within the supply chain can promote fast growth. Throughout the case study, italics denote links in the supply chain and the nature of those links, that is, either one-way or two-way, as described in Section 17.3.2. 

Rexfelt O, Almefelt L, Zackrisson D, Hallman T, Malmqvist J, Karlsson M (2011) A [noposal for a stractured approach for cross-company teamwork a case study of involving the customer in service innovation. Res Eng Des 22 153-171... 

Werbiiiska, S. 2006 Risk analysis of logistic customer service—case study of Nashuatec products distribution network. Safety and reliability for managing risk. Vol. 2, Eds. C. G. Soares, E. Zio. Leiden Taylor and Francis, pp. 1127 1135. 

The SCP in this study has been identified from two aspects, namely SC total cost and customer services level. In this section, based upon the data from case studies and other research, the SC cost and customer services level in DSC and ISC are considered. 

This case study contains information on how Global s expectations of quality of service from its suppliers evolved over a number of years. Further changes are affecting these suppliers as Global s own customers continue to demand higher levels of service. If you are unfamiliar with the term material requirements planning (MRP), it is explained in Chapter 6 (e.g. see page 175). 

Late stage Your prospect heis indicated strong interest for your product or service. She is well on her way to purchasing, and you should offer her pricing sheets, datasheets, and customer case studies. This is where you include your product-specific content assets. Sales may also be engaged at this time. 

A researcher studying a specialty chemical business or a specific specialty chemical company should pay particular attention to these nidiments innovative talents, service faciUties and performance, marketing abiUties, and responsiveness to customer needs. Of these, the last may be the key criterion in most cases. A company that frequendy is first with the solution to a customer s problem (even if the solution is sometimes less than perfect) usually holds the customer and a dominant market share against future competition. 

If your product or service is new, you may not have previous customer demand or time data. In this case, you can derive the data from a pilot study or prototype. Or, you can gather data from similar processes, or even from your competitors (if they ll let you). 

---