June 2014
Beginner to intermediate
208 pages
3h 23m
English
book
Customer Service Supply Chain Management: Models for Achieving Customer Satisfaction, Supply Chain Performance, and Shareholder Value
by Alexandre Oliveira, Anne Gimeno
Content preview from Customer Service Supply Chain Management: Models for Achieving Customer Satisfaction, Supply Chain Performance, and Shareholder Value
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4. Managing the Service
Since the early 90s, there has been a growing understanding that the management of supply chains must be built around the integration between trading partners. The first robust initiative created to enable this integration to the supply chain is dated from 1992. The Consumer Products Industry created a group named Efficient Consumer Response Movement (ECR Movement) with the purpose of leading an unprecedented transformation in business practices.
Efficient Consumer Response
Late in 1992, the ECR Movement issued a report suggesting optimum business practice involving the management of the supply chain. Supply chain benefits should be achieved by excelling in four core strategies (Glinner1):
1 Glinner, K. (1997). “Overcoming ...
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