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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

224 pages

6h 24m

English

Pearson

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Meeting Customers’ Real NeedsCreating Customer ValueContributing to Customer SatisfactionService System DesignConclusionEndnotes
Fulfilling OrdersThe Deliverables of an Order Fulfillment SystemThe Details of an Order Fulfillment SystemThe Cost of Order Fulfillment FailuresConclusionEndnotes
Developing a Winning Customer Fulfillment StrategyManaging Customer Relationships for Profitable GrowthManaging Transactional RelationshipsManaging Strategic AlliancesSegmentation Tools and TechniquesTailored Logistics: The Right Service for Each Customer SegmentConclusionEndnotes

Configuring the Network for Successful FulfillmentSystems Thinking and Order Fulfillment ConfigurationGlobal Implications for Network ConfigurationConclusionEndnotes
Implementing an Enabling Technology StrategyThe Nature of Information-Technology EnablementMoving Toward Information EnablementPieces of the IT-Enablement PuzzleConclusionEndnotes
Assessing Performance for Success and ImprovementThe Nature and Power of Performance MeasurementMeasurement Practice—Understanding the Big PictureMeasurement Practice—Delving into the DetailsConclusionEndnotes

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

Vice President, Publisher: Tim MooreAssociate Publisher and Director of Marketing: Amy NeidlingerExecutive Editor: Jeanne Glasser LevineConsulting Editor: Chad AutryOperations Specialist: Jodi KemperCover Designer: Chuti PrasertsithManaging Editor: Kristy HartSenior Project Editor: Lori LyonsCopy Editor: Karen AnnettProofreader: Debbie WilliamsSenior Indexer: Cheryl LenserCompositor: Nonie RatcliffManufacturing Buyer: Dan Uhrig

Published by Pearson Education, Inc.Upper Saddle River, New Jersey 07458

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ISBN: 9780133453881Purchase book