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.
