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The Definitive Guide to Order Fulfillment and Customer Service: Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations
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The Definitive Guide to Order Fulfillment and Customer Service: Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations

by Amydee M. Fawcett, CSCMP, Stanley E. Fawcett
January 2014
Intermediate to advanced content levelIntermediate to advanced
224 pages
6h 24m
English
Pearson
Content preview from The Definitive Guide to Order Fulfillment and Customer Service: Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations

1. Meeting Customers’ Real Needs: The Nature of Service System Design

Opening Story: The High-Service Sponge

September 26

Diane Clair, director of logistics at Dynamic World Corp. (DWC), a leading consumer packaged goods (CPG) company, had been running nonstop all morning. Now, as she sat down to put the finishing touches on the logistics team’s five-year technology plan, she was running behind. Tomorrow morning, she would be arguing for some big-dollar investments in new demand management planning systems. No sooner had she clicked open her PowerPoint, than she heard an agitated knock at her door. Doug Hassle, DWC’s North America marketing VP, stood there—and he wasn’t smiling. Diane responded, “Good morning, Doug. Come in and sit down.” As ...

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Publisher Resources

ISBN: 9780133453881Purchase book