Includes bibliographical references and index.

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