The Definitive Guide to Order Fulfillment and Customer Service Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations

by CSCMP; Fawcett, Stanley E.; Fawcett, Amydee M.

• ISBN13: 9780133453867
• ISBN10: 0133453863
• Edition: 1st
• Format: Hardcover
• Copyright: 2014-01-27
• Publisher: Pearson FT Press

Summary

This is the most authoritative and complete guide to planning, implementing, measuring, and optimizing world-class supply chain order fulfillment and customer service processes. Straight from the Council of Supply Chain Management Professionals (CSCMP), it brings together up-to-the-minute knowledge and best practices for all facets of order fulfillment and customer service process management, from initial customer inquiry through post sales service and support. CSCMP and contributor Stanley Fawcett introduce crucial concepts ranging from customer order cycles to available-to-promise and supply chain RFID to global order capture networks.

 

The Definitive Guide to Order Fulfillment and Customer Service imparts a deep understanding of each crucial process, helping readers optimize your most important customer contacts. 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

For all supply chain and operations managers, students, and other business professionals and decision-makers who are concerned with order fulfillment or customer service.

Author Biography

THE COUNCIL OF SUPPLY CHAIN MANAGEMENT PROFESSIONALS (CSCMP) (Chicago, IL) is the preeminent worldwide professional association dedicated to the advancement and dissemination of research and knowledge on supply chain management. With over 8,500 members representing nearly all industry sectors, government, and academia from 67 countries, CSCMP members are the leading practitioners and authorities in the fields of logistics and supply chain management. 

 

STANLEY E. FAWCETT (Ogden, Utah) is the John B. Goddard Endowed Chair in Global Supply Chain Management at Weber State University.

Table of Contents

1. Describe the basic concepts of order fulfillment and customer service and their essential roles in meeting customer expectations

2. Identify the key elements and processes in order fulfillment and customer service and how they interact

3. Identify principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes s

4. Explain the critical role of technology in managing order fulfillment and customer service processes

5. Define the requirements and challenges of order fulfillment and customer service processes on a global basis

6. Discuss how to assess the performance of order fulfillment and customer service processes using standard metrics and frameworks

 

The most authoritative, up-to-the-minute guide to planning, running, measuring, and improving supply chain processes related to order fulfillment and customer service