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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

2. Fulfilling Orders: The Nature of Modern Order Cycle Management

Opening Story: Speed Can Make Money

October 17

As David settled in for the long flight home, he pulled out his laptop. It had been three weeks since Diane had tasked him with reviewing and reimagining DWC’s customer fulfillment capabilities. She had emailed him the previous day, asking him to put together a quick update by the end of the week. David sighed deeply—his “day” job didn’t leave much time for setting up and running a new task force. He began to review the steps he had undertaken so far. His notes were organized using three questions to guide the reimagination efforts:

Where are we?

Documented current performance vis-à-vis standards. DWC was hitting its targets.

Benchmarked ...

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Publisher Resources

ISBN: 9780133453881Purchase book