September 2010
Intermediate to advanced
288 pages
10h 16m
English
Content preview from Logistics and Supply Chain Management, 4th Edition
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About the author v
Preface
x
Publisher's acknowledgements xi
1 Logistics, the supply chain and competitive strategy 1
Supply chain management is a wider concept than logistics 2
Competitive advantage 4
The supply chain becomes the value chain 9
The mission of logistics management 11
The supply chain and competitive performance 13
The changing competitive environment 15
2 Logistics and customer value 27
The marketing and logistics interface 28
Delivering customer value 29
What is customer service? 31
The impact of out-of-stock 33
Customer service and customer retention 34
Market-driven supply chains 38
Defining customer service objectives 42
Setting customer service priorities 46
Setting service standards 50
3 Measuring ...
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