Customer Service Supply Chain Management: Models for Achieving Customer Satisfaction, Supply Chain Performance, and Shareholder Value

1. Customer Service Environment

According to the Supply Chain Knowledge Management Maturity Roadmap (SKMap)¹, illustrated in Figure 1.1, tactic integration is the first movement toward a solid supply chain governance structure. Once tactic integration has matured, leaders are capable of interpreting the signals generated within the organization and promoting a solid strategic alignment of the supply chain function with corporate governance. These connections are sustained by five pillars:

¹ Oliveira, A. and Gimeno. 2014. A Guide to Supply Chain Management: The Evolution of SCM Models, Strategies, and Practices. New York: Pearson.

1. Customer service

2. Project planning

3. Human resources

4. Sustainability

5. Information technology

Figure 1.1 ...