Customer Service Protection Decision

Armed with this knowledge, a company has a decision to make regarding customer service. It can decide to cover the maximum sales rate or a lesser rate. For example, covering the MSR will protect customer service when all the maximum demands occur at the same time. This may be unlikely but is certainly conservative from a customer service point of view. The 3C creators have introduced what they call a Table of Pulls (TOP) to allow decision makers to apply a lower level of protection. 

In our example, the company decides to provide inventory to protect the maximum sales rate (MSR) to assure 100 percent customer service. Then the company would equate MSR with the TOP. The TOP is the 

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Companies that have gone to this approach have also empowered their dispatchers to make home time decisions, routing decisions, customer service requests, and emergency movement decisions on the driver s behalf. They insulate the driver from customer service and protect them from tmrea-sonable requests or loss of home time. In short, the dispatchers try to know what their drivers need and want, and attempt... 

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