Logistics & Supply Chain Management, 5th Edition

2

Delivering customer value

• The marketing and logistics interface
• Delivering customer value
• What is customer service?
• The impact of out-of-stock
• Customer service and customer retention
• Market-driven supply chains
• Defining customer service objectives
• Setting customer service priorities
• Setting service standards

In Chapter 1, the mission of logistics management was defined simply in terms of providing the means whereby customers’ service requirements are met at lowest cost. In other words, the ultimate purpose of any logistics system is to satisfy customers. It is a simple idea that is not always easy to recognise if you are a manager involved in activities such as production scheduling or inventory control, which may seem to be some distance ...