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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

6. Assessing Performance for Success and Improvement

Opening Story: Lessons from the Steam Engine

October 25: After the Task-Force Meeting

“Paul, before you leave, could I talk with you for a moment?” David asked.

“Sure David, what’s on your mind?” Paul responded.

“Your approach of ‘taking out the trash’ was quite novel. You dispelled false ideas and put the tough issues on the table. We really do speak different languages and we view IT’s role differently. Acknowledging those facts set the stage for us to confront the brutal facts1 about IT enablement of order fulfillment and customer service. Thanks for that,” David said. Hesitating, David continued, “Anyway, as long as we are speaking bluntly, I’ve been losing sleep over Doug’s first visit ...

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Publisher Resources

ISBN: 9780133453881Purchase book