Supply chain processes customer service

In the beginning, supply chain excellence was defined as the lowest manufactured cost. The belief was that supply chain excellence could be achieved by sweating the assets. This set of beliefs formed the foundation for the efficient supply chain. Through the evolution of supply chain processes, costs were reduced, inventory levels lowered, and waste eliminated however, each company reached a point where they could no longer just cut costs without trading off service to customers. They had reached their effective frontier. 

Logistics is that part of the supply chain process that plans, implements, and controls the efficient, effective flow and storage of goods, services, and related information from the point of origin to the point of consumption in order to meet customers requirements. ... 

Flexibility specifications are imperative because they drive the design of supply chain processes and shape collaboration with supply chain partners. Static specifications are not acceptable the Upton method makes possible definition of ranges of operations and expectations for customer service. Also, many CEOs seek some kind of visual cockpit for their operations. One based on defined flexibility parameters such as those in the example is an excellent start. 

Quality Function Deployment (QFD) is a technique to translate requirements — defined by customers — into specifications for a product or service. The tool is promoted as part of total quality and Six Sigma improvement efforts. QFD captures the voice of the customer and has application for supply chain processes, including physical flow, needed flexibility, extended product features, and new product introduction. QFD forces supply chain designers to consider customer needs important in design. This lowers the risk of leaving something out. 

Services Intermediate term Probably many paths to produce the deliverable Amenable to the use of Activity Systems (Chapter 10) in the design A new business model for customer service Developing an "enabling" supply chain process A new supply chain for a new product... 

It is not unusual for the actual shipment date to be a few days different from the original promised shipment date due to uncertainty in supply chain processes. However, this unreliability might not be acceptable to relationship-based customers. Therefore, Dell offers a special service through Dell Premier accounts at premier.dell.com for business and public sector customers. The service not only provides reports and tools to assist purchasing, asset management, and product support, but also allows customers to hook up their ERP/EDI systems with Dell s to perform real-time computer systems procurement. Through Premier accounts, Dell commits to more responsive and reliable order promising and fulfillment solutions for its relationship-based customers with support from advanced IT systems (see Kraemer and Dedrick 2001). 

Customers are both at the start and the end of the supply chain. A customer is the one who is paying for the goods or services or is most affected by the outcome of the process, hi a supply chain a customer could be a consumer, wholesaler, distributor or retailer. The demand for a product or service is created by... 

Classify the supply chain macro processes in a firm. All supply chain processes can be classified into three macro processes based on whether they are at the customer or supplier interface or are internal to the firm. The CRM macro process consists of all processes at the interface between the firm and the customer that work to generate, receive, and track customer orders. The ISCM macro process consists of all supply chain processes that are internal to the firm and work to plan for and fulfill customer orders. The SRM macro process consists of all supply chain processes at the interface between the firm and its suppliers that work to evaluate and select suppliers and then source goods and services from them. 

Based on the characterization of a supply chain, supply chain management (SCM) can be defined as a process oriented approach to procuring, producing, and delivering end products and services to customers. It includes sub-suppliers, suppliers, internal operations, trade customers, retail customers and end users. It covers the management of materials, information, and fund flows [2],... 

Arguably, before 1998, UPS grew by moving into new geographic areas and by doing there what it had done well in other places. In 1998, I suggest, UPS in one move redefined its market space. It redefined itself as a solutions company, offering a broad menu of services that could be tailored to an individual customer s supply chain and business-process need chain. 

The only way to avoid this is by strict analysis of the supply chain from the customer order to final product delivery. Definition of the optimized (theoretical) process and sequential work towards a high service level approach allow the identification of gaps, and of opportunities which might not always be the cheapest (ship versus train versus plane) but could be the most effective way to reduce capital costs and shorten planning scope - an important aspect, especially in volatile customer markets with long production processes on the (chemical) supplier side. As in the case of CIP, this needs clear parameters, KPIs, commitment from all players, and regular tracking. The most important parameters are the lead time for all products, optimal lot sizes, replenishment points, and safety inventories. 

Improved process efficiency Automation of order management More efficient supply chain management Better market transparency and improved process ciency Automation of order management Superior product selection tools Segment specific market information Customized value-added services ... 

LBP-GaBi provides decision support on various system levels from processes through process-chains, products, and service-systems to production sites and supply-chains as well as at the regional level. Solutions to specific tasks have been worked out in bilateral and multiclient industry and research projects for far over 200 customers. 

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