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

5. Customer Service Organization

Through people, it is possible to manage knowledge, triggering the virtuous cycle (Oliveira and Gimeno 2014_01) that creates and sustains the value added innovative environment that leads the business to its ultimate goal: delivering value to the shareholder. These environments support sophisticated information networks.

When knowledge is suitably managed, all organization peculiarities are uncovered. The key concept is visibility; it becomes tangible through a wide-ranging, understanding process that maximizes efficient decision-making mechanisms.

The foundation of the virtuous cycle is the ability the organization has to decide on and implement actions that promote change with value to the business. Therefore, ...