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The Definitive Guide to Order Fulfillment and Customer Service eBook

Stanley E. Fawcett
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The Definitive Guide to Order Fulfillment and Customer Service eBook

By Stanley E. Fawcett, Amydee M. Fawcett
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Overview
Author
Stanley E. Fawcett
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Edition
1st
ISBN
9780133453874
Published Date
31/12/2013

Co-written by a leading expert in supply chain management and the Council of Supply Chain Management Professionals (CSCMP), this reference brings together authoritative knowledge about all facets of order fulfillment and customer service process management throughout the supply chain.

 

The book fully addresses planning, organising, controlling, and coordinating order fulfillment and service operations activities from initial customer inquiry all the way through post sales service. Readers will gain a deep understanding of these crucial processes, which may be the only direct contacts some organisations have with their customers, and can make or break organisational reputations. Coverage includes: 

  • Basic concepts of order fulfillment and customer service, and their essential roles in meeting customer expectations
  • Key elements and processes in order fulfillment and customer service, and interactions amongst them
  • Principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes
  • The critical role of technology in managing order fulfillment and customer service processes
  • Requirements and challenges of global order fulfillment and customer service processes
  • Best practices for assessing the performance of order fulfillment and customer service processes using standard metrics and frameworks

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Features

The complete guide to planning, implementing, measuring, and optimising world-class supply chain order fulfillment and customer service processes

  • Covers planning, organising, controlling, and coordinating order fulfillment and service operations, from first customer inquiry through post-sales service and support
  • Introduces crucial concepts ranging from customer order cycles to available-to-promise (ATP); ATO and ETO to MTO and MTS; supply chain RFID to global order capture networks
  • For all supply and operations management practitioners and students concerned with order fulfillment and/or customer service
  • Co-written by leading expert Stanley Fawcett and the Council of Supply Chain Management Professionals (CSCMP)
Table of contents
  • Chapter 1  Meeting Customers’ Real Needs: The Nature of Service System Design  
  • Chapter 2  Fulfilling Orders: The Nature of Modern Order Cycle Management  
  • Chapter 3  Developing a Winning Customer Fulfillment Strategy
  • Chapter 4  Configuring the Network for Successful Fulfillment  
  • Chapter 5  Implementing an Enabling Technology Strategy
  • Chapter 6  Assessing Performance for Success and Improvement
  • Endnotes
  • Index