Definitive Guide to Order Fulfillment and Customer Service, The: Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations(Council of Supply Chain Management Professionals)

This is the most authoritative and complete guide to planning, implementing, measuring, and optimizing world-class supply chain order fulfillment and customer service processes. Straight from the Council of Supply Chain Management Professionals (CSCMP), it brings together up-to-the-minute knowledge and best practices for all facets of order fulfillment and customer service process management, from initial customer inquiry through post sales service and support. CSCMP and contributor Stanley Fawcett introduce crucial concepts ranging from customer order cycles to available-to-promise and supply chain RFID to global order capture networks.   The Definitive Guide to Order Fulfillment and Customer Service imparts a deep understanding of each crucial process, helping readers optimize your most important customer contacts. Coverage includes: Basic concepts of order fulfillment and customer service, and their essential roles in meeting customer expectations Key elements and processes in order fulfillment and customer service, and interactions amongst them Principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes The critical role of technology in managing order fulfillment and customer service processes Requirements and challenges of global order fulfillment and customer service processes Best practices for assessing the performance of order fulfillment and customer service processes using standard metrics and frameworks For all supply chain and operations managers, students, and other business professionals and decision-makers who are concerned with order fulfillment or customer service.

Table of Contents:
Chapter 1  Meeting Customers’ Real Needs: The Nature of Service System Design    1 Meeting Customers’ Real Needs     3    Today’s Dual Customer Challenge     3 Creating Customer Value    7    Cost     9    Quality     9    Delivery     10    Responsiveness     11    Innovation     12    Total Order Performance—A Synergistic Approach    13 Contributing to Customer Satisfaction     15    Customer Service Strategies     17    Customer Satisfaction Strategies    18    Customer Success Strategies    21 Service System Design     23    Touch Points     24    Orchestration     24    Value Gaps     25    Loyalty and Competitive Advantage    27 Conclusion     29 Endnotes     30 Chapter 2  Fulfilling Orders: The Nature of Modern Order Cycle Management     35 Fulfilling Orders     38 The Deliverables of an Order Fulfillment System     39    Product Availability     40    Timely Delivery     41    Transparent, Reliable Service     43    Service Recovery     43    Efficient Operations     45 The Details of an Order Fulfillment System     45    Mapping the Order Delivery Cycle: The SCOR Model    46    Providing Postsales Customer Service     52 The Cost of Order Fulfillment Failures    54    The Cost of Stockouts     55    The Cost of Supply Chain Glitches     57 Conclusion     58 Endnotes    59 Chapter 3  Developing a Winning Customer Fulfillment Strategy    63 Developing a Winning Customer Fulfillment Strategy    66 Managing Customer Relationships for Profitable Growth     66 Managing Transactional Relationships    67 Managing Strategic Alliances     69    Phase 1: Internal Planning     72    Phase 2: Collaborative Planning     72    Phase 3: Day-to-Day Management    73    Relationship Takeaways for Fulfillment Strategy Design     74 Segmentation Tools and Techniques     77    ABC Classification    77    Customer Profitability Analysis     82 Tailored Logistics: The Right Service for Each Customer Segment    89 Conclusion    91 Endnotes     92 Chapter 4  Configuring the Network for Successful Fulfillment     95 Configuring the Network for Successful Fulfillment     97    The Nature of Network Configuration     99 Systems Thinking and Order Fulfillment Configuration    115 Global Implications for Network Configuration     118    Compatibility    119    Configuration     120    Coordination     120    Control     121    Continuity     121 Conclusion    123 Endnotes     124 Chapter 5  Implementing an Enabling Technology Strategy     131 Implementing an Enabling Technology Strategy     134 The Nature of Information-Technology Enablement     136    A Closer Look at Connectivity     138    A Closer Look at Willingness     140 Moving Toward Information Enablement     142    Understanding Investment Patterns     142    Following a Proven Path     145 Pieces of the IT-Enablement Puzzle     149    Customer Relationship Management Systems     155    Order Processing Systems    159 Conclusion     162 Endnotes    164 Chapter 6  Assessing Performance for Success and Improvement     171 Assessing Performance for Success and Improvement    174 The Nature and Power of Performance Measurement    175    Measurement Informs Understanding    176    Measurement Motivates Behavior    176    Measurement Drives Execution     177 Measurement Practice—Understanding the Big Picture    178    Holistic Process and Supply Chain Measurement     180    Customer-Centric Measurement    187    Balanced Scorecards    188 Measurement Practice—Delving into the Details     194    Product Availability     196    Order Cycle Time    198 Conclusion     201 Endnotes     202 Index    207   The most authoritative, up-to-the-minute guide to planning, running, measuring, and improving supply chain processes related to order fulfillment and customer service

About the Author :
The Council of Supply Chain Management Professionals (CSCMP) is the preeminent worldwide professional association dedicated to the advancement and dissemination of research and knowledge on supply chain management. With nearly 10,000 members representing nearly all industry sectors, government, and academia from 67 countries, CSCMP members are the leading practitioners and authorities in the fields of logistics and supply chain management.   Stanley E. Fawcett is the John B. Goddard Endowed Chair in Global Supply Chain Management at Weber State University. Stan taught at Michigan State University and Brigham Young University before joining Weber State. Stan is an innovative, award-winning teacher who has taught academic and executive programs in Asia, Europe, and North and South America. He has published more than 130 articles and six books on supply chain topics. His research has recently appeared in the following leading journals: Decision Sciences Journal, Journal of Business Logistics, Journal of Finance, Journal of Small Business Management, and Journal of Supply Chain Management. Stan is the coeditor-in-chief of the Journal of Business Logistics. Stan’s two core philosophies are mentoring and collaboration. His greatest satisfaction as an academic comes from helping colleagues and students achieve higher levels of personal and professional success. Amydee M. Fawcett, PhD, is Assistant Professor of SCM in the John B. Goddard School of Business and Economics at Weber State University. Dr. Fawcett’s research explores the dynamics of effective collaboration in a variety of settings, including collaborative planning, forecasting, and replenishment (CPFR) and humanitarian assistance and disaster relief (HADR). She has coauthored ten articles, including two best papers: the E. Grosvenor Plowman Best Paper Award from CSCMP Educator’s Conference and the Hal E. Fearon Best Paper Award from Journal of Supply Chain Management. Her teaching focuses on supply chain relational dynamics.