4
Value Creation Through Supply Chain
“You can have it in any colour as long as it is black
—Henry Ford”
Chapter Objectives
To understand:
- Dimensions of customer service
- Customer service attributes and phases
- Value-added services
- Role of customer service in supply chain strategy
- Customer service perception and service design
Customer Value Variants
For the manufacturing and distribution companies in the past, the need for excellence in supply chain management (SCM) has never been greater. However, the increasing complexity of markets and greater competitive pressure are forcing companies to take a new view of SCM. The days of ...
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