产品配送.ppt

Chapter FourOutbound Logistics产品物流 Outlines Definition of Customer Service 客户服务的定义 The factors of customer service in logistics 物流客户服务的因素 The measurement of customer service in logistics 物流管理中客户服务的衡量指标 Value added logistics 增值供应链 Distribution Resource Planning（DRP） 配送资源计划 Definition of Customer Service Customer service is a process for providing significant value-added benefits to the supply chain in a cost-effective way. 客户服务是低成本地为供应链带来增值的过程。 -- LaLonde This definition illustrates the trend to think of customer service as a process-focused orientation that includes supply chain management concepts. 这个定义阐明了将客户服务定位为供应链管理中以过程为管理重心的趋势.客户服务关注物流系统创造多大的时间及地点效用。 Definition of Customer Service 客户服务认识的三个层面： 1、把客户服务看做是活动 2、客户服务的表现衡量 3、客户服务哲学 The factors of customer service in logistics 物流客户服务的因素 Time 时间 备货周期=下达订单+订单录入+订单处理+拣货+包装+运输+货物到达 Reliability 可靠性 备货周期；安全交货；订单的正确性 Communication 沟通 Convenience 方便 Basic Service Capability基本服务能力 Availability（可得性）: the capacity to have inventory when it is desired by customer Stockout frequency（缺货率）: the probability that a stockout will occur. Fill rate（订单完成率）: measures the ratio of fulfillment of purchasing order Basic Service Capability基本服务能力 Operation Performance（操作绩效） Speed速度: performance cycle speed is the elapsed time from when an order is placed until shipment arrival. Consistency前置期一贯性: refers to a firm’s ability to perform at the expected delivery time over a large number of performance cycle. Flexibility灵活性: operational flexibility refers to handle extraordinary customer service requires. Malfunction/Recovery纠错恢复能力: when service failures occur, the customer service program should have contingency plans that identify expected recovery . Basic Service Capability基本服务能力 Reliability（可靠性） Measurement variables Sales, Orders, Returns, Backorders（迟延订货）, Canceled orders, Canceled lines, Back-order recovery, short shipments, Damage clai