Customer service supply chain management : (Record no. 26471)

MARC details
000 -LEADER
fixed length control field 02747nam a22003377a 4500
FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 140402s2014 njua b 001 0 eng d
LIBRARY OF CONGRESS CONTROL NUMBER
LC control number 2014937236
INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9780133764390
INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 0133764397
SYSTEM CONTROL NUMBER
System control number (OCoLC)ocn862102077
CATALOGING SOURCE
Original cataloging agency BTCTA
Language of cataloging eng
Transcribing agency BTCTA
Modifying agency YDXCP
-- OCLCO
-- LTSCA
-- DLC
AUTHENTICATION CODE
Authentication code lccopycat
LIBRARY OF CONGRESS CALL NUMBER
Classification number HF5415.5
Item number .O449 2014
DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.8/12
Edition information 23
SYSTEM CONTROL NUMBER
System control number (IMchF)fol15485030
DATE AND TIME OF LATEST TRANSACTION
control field 20170126100744.0
CONTROL NUMBER
control field 60462
CONTROL NUMBER IDENTIFIER
control field UOWD
MAIN ENTRY--PERSONAL NAME
Personal name Oliveira, Alexandre
TITLE STATEMENT
Title Customer service supply chain management :
Remainder of title models for achieving customer satisfaction, supply chain performance, and shareholder value
Statement of responsibility, etc. Alexandre Oliveira, Anne Gimeno
PUBLICATION, DISTRIBUTION, ETC.
Place of publication, distribution, etc. Upper Saddle River, N.J. :
Name of publisher, distributor, etc. Pearson Education,
Date of publication, distribution, etc. c2014.
PHYSICAL DESCRIPTION
Extent xvi, 188 p. :
Other physical details ill. ;
Dimensions 24 cm.
BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc. note Includes bibliographical references and index.
FORMATTED CONTENTS NOTE
Formatted contents note Preface xii Chapter 1 Customer Service Environment 1 Chapter 2 Customer Service Management Model 17 Customer Expectation Versus the Hired Service Level 20 Customer's Service Level Perception 22 Supplier's Process Performance 25 Customer Relationship Horizon 27 CSM Model Scenarios 36 Scenario Variations 43 Customer Service Processes 49 Pre-Transactional Elements 49 Transactional Elements 55 Post-Transactional Elements 56 Chapter 3 Customer Service Strategies 59 Example: Managing Customer Service Interactions 63 Customer Service and Planning Logistics 67 Demand Planning and Forecasting 67 Stock and Inventory Control 68 Customer Service and Synchronous Operations 69 Distribution 70 Example: Working with Synchronous Operations 73 International Logistics 74 Customer Segmentation 77 Customer-Centric Culture 79 Customer Logistics Service Strategies 81 Business-Driven Customer Service 86 Expert's Opinion 89 Creating the "Resource-Lite" Supply Chain 89 Beyond the Carbon Footprint 89 Chapter 4 Managing the Service 93 Efficient Consumer Response 93 Vendor-Managed Inventory and Continuous Replenishment 94 Collaborative Planning, Forecasting, and Replenishment 96 CPFR Business Case 100 Current Situation 100 Operation Design 104 Project Results 123 Performance Indicators 128 Customer Service Performance Indicator Examples 139 Governance 147 S&OP Procedure: Example 150 Customer Service Cycle (CSC) 152 Chapter 5 Customer Service Organization 159 Business Case 165 Customer Logistics Positions 172 Customer Service Analyst 173 Customer Service and Logistics Manager 175 Customer Supply Chain Director 178 Bibliography 181 Index 183
SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer services
SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer relations
SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Business logistics
ADDED ENTRY--PERSONAL NAME
Personal name Gimeno, Anne
ADDED ENTRY--PERSONAL NAME
Personal name Christopher, Martin,
Relator term Contributed by
ADDED ENTRY ELEMENTS (KOHA)
Koha item type REGULAR
Holdings
Date last seen Full call number Barcode Cost, replacement price Price effective from Koha item type Lost status Source of classification or shelving scheme Damaged status Not for loan Withdrawn status Home library Current library Shelving location Date acquired Source of acquisition Cost, normal purchase price
26/01/2017 658.812 OL CU T0051466 50.31 26/01/2017 REGULAR   Dewey Decimal Classification       University of Wollongong in Dubai University of Wollongong in Dubai Main Collection 06/05/2015 AMAUS 50.31