This week’s topics
Customer service in logistics
- Lead-time management
- On-time in-full (OTIF) delivery
- Service level agreements
- Customer communication channels
- End Game - Desired Outcomes of Supply Chain Strategy | SCMT 4653
- 13 Managing Services: Value Delivery and Customer Satisfaction
- Information Exchange Capabilities | SCMT 4653
What you will be able to do
- 1.3 Explain how customer service requirements influence logistics operations.
- 3.3 Explain how service standards and communication support customer satisfaction in logistics.
Activity
Start with this week’s 3 videos, then: Seminar, guided reading and a short written task: explain how customer service requirements influence logistics operations.
Study materials
Videos
- End Game - Desired Outcomes of Supply Chain Strategy | SCMT 4653 · YouTube · Walton College Supply Chain Management · 4 min · for registered students
- 13 Managing Services: Value Delivery and Customer Satisfaction · YouTube · Marketing Insights · 6 min · for registered students
- Information Exchange Capabilities | SCMT 4653 · YouTube · Walton College Supply Chain Management · 8 min · for registered students
Further resources
- Principles of Marketing, ch. 9: Using Supply Chains to Create Value for Customers · PDF · Saylor Academy, textbook chapter; pp. 275–304 · for registered students
- The main influencing factors of customer satisfaction and loyalty in city express delivery · Reading · Reading, article · for registered students
- Principles of Marketing, ch. 17.5–17.6: The supply chain and logistics · PDF · OpenStax, textbook chapter; pp. 591–596 · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
