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1、Tianjin Normal University,liu Dongmei,Customer Service and Logistics,Tianjin Normal University,liu Dongmei,PART FRAMEWORKS,Tianjin Normal University,liu Dongmei,What is the logistics in your own words?,Tianjin Normal University,liu Dongmei,Logistics is a unique global“pipeline”that operates 24hours
2、a day;seven days a week and 52 weeks a year,planning and coordinating the transport and delivery of products and service to customers the world over.,Tianjin Normal University,liu Dongmei,The relationship between logistics and customer service,customer service is the output of a logistics system.It
3、involves getting the right product to the right customer at the right place,in the right condition and at the right time,at the lowest total cost possible.客户服务是一个物流系统的产出端。它需要使恰当的产品能以恰当的数量在恰当的时间和恰当的条件下被送往恰当的地点，并在在满足恰当的客户的同时，使总体成本尽可能最小化。,Tianjin Normal University,liu Dongmei,The aim of logistics,the u
4、ltimate purpose of logistics system is to satisfy customers properly,Tianjin Normal University,liu Dongmei,Chapter 3 Customer service and logistics,It is a simple idea that is not always easy to recognize if you are manager involving in activities such as production scheduling or inventory control,w
5、hich may seem to be some distance away form the market place.虽然这是个简单的道理，然而如果你是一位经理，负责处理诸如生产计划或存货控制之类远离市场的活动，则你未必能轻易察觉到这个道理。,Tianjin Normal University,liu Dongmei,The fact is of course that everybody in the organization has a stake in customer service.,与有利害关系,Tianjin Normal University,liu Dongmei,Ind
6、eed many successful companies have stared to examine their internal service standards（in order that everyone who works in the business understands that they must serve someone if they dont,why are they on the payroll?）确实，很多成功的公司已经开始调查它们的内部服务标准，为使公司中的每个人明白自己必须为别人服务，如果不为别人服务就没有理由拿工资。,Tianjin Normal Un
7、iversity,liu Dongmei,The objective should be to establish a chain to customers that links people at all levels in the organization directly or indirectly.,Tianjin Normal University,liu Dongmei,The major points need to be considered,The direction of customer service and Its measurementTo understand t
8、hat customer service and customer service requirements can and will differRecognition of the complexity of customer service provisionBalance the level of service provided with the cost of that provision,Tianjin Normal University,liu Dongmei,The components of customer service,The role of customer ser
9、vice is to provide“time and place utility”in the transfer of goods and services between buyer and seller.To put another way,there is no value in the product or service until it is in the hands of the customer or consumer.It follows that making the product or service“available”is of great critical.,时
10、间与空间效应,Tianjin Normal University,liu Dongmei,“Availability”is in itself a complex concept,impacted upon by a galaxy of factors that together constitute customer service.These factors might include deliver frequency and reliability,stock level and order cycle time,for example.Ultimately customer serv
11、ice is determined by the interaction of all those factors that affect the process of making products and services available to the buyer.,A lot free English courses are now available in the internet.,Tianjin Normal University,liu Dongmei,Three Headings of Customer Service,Pre-transaction elements:Th
12、ese are customer service factors that arise prior to the actual transaction taking place交易前要素：在真实交易前产生的客户服务因素,Tianjin Normal University,liu Dongmei,Three Headings of Customer Service,Transaction elements:the elements directly related to the physical transaction and those that are most commonly conce
13、rned with distribution and logistics交易要素：那些与实物交易过程直接相关的，并且与 配送和物流最常联系在一起的要素,Tianjin Normal University,liu Dongmei,Three Headings of Customer Service,Post-transaction elements:occurring after the delivery has taken place交易后要素：包括交货以后成生的各种要素,Tianjin Normal University,liu Dongmei,Pre transcation element
14、s,Post-transaction elements,Written customer service policyAccessibilityOrganization structureSystem flexibility,Availability of sparesCall-out timeProduct tracing/warrantyCustomer complain claim etc.,Tianjin Normal University,liu Dongmei,Please describe post-transaction by examples?,Tianjin Normal
15、University,liu Dongmei,Our company customer service policy:We will gladly replace goods at cost price for cracks and accidental damage for up to 2 years.我们公司的客户服务政策是：如果商品在两年内出现裂缝或意外损坏，我们愿意按成本价为顾客更换 It is our duty to customer service and we will conduct in the end!为客户服务是我们的天职，我们将服务进行到底！,Tianjin Norma
16、l University,liu Dongmei,The fact that there are so many different elements of customer service as indicated in the previous section underlines the need for a company to have a clearly defined customer service policy.Also,there are many different types of customer even for the same product.,Tianjin
17、Normal University,liu Dongmei,Many studies have been undertaken to measure the effects of poor customer service.These studies conclude,quite categorically,that where stock is not available or where delivery is unreliable,many buyers will readily turn to an alternative suppliers products to fulfill t
18、heir requirements,Tianjin Normal University,liu Dongmei,Customer service policy,Tianjin Normal University,liu Dongmei,Can you describe the figure above in your own words?,Tianjin Normal University,liu Dongmei,This balance is not easy to define although it can be described quite easily as the point w
19、here the additional revenue for each increment of service is equal to the extra cost of providing that increment.要界定这种“平衡”并不容易，虽然可以用一个简单的平衡点来描述它。在这个点上，增加一个单位服务的收益等于增加这一个单位服务所需要的成本。,Tianjin Normal University,liu Dongmei,The decision of customer service,The ultimate purpose of logistics is to satisfy
20、customers properly,Tianjin Normal University,liu Dongmei,Measuring customer service-OTIF,OTIF(on time in full)Delivered complete to the quantities ordered;Delivered exactly to the customers requested date and timeNo delivery problems(damager,shortage,refusal)Accurate and complete delivery documentation,Tianjin Normal University,liu Dongmei,Thank you！,
