Discussão:Logística/Serviço ao cliente/Arquivo LQT 1: diferenças entre revisões
Conteúdo apagado Conteúdo adicionado
→Temas: Continuação |
→Temas: Continuação |
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Linha 138:
# Improving customer service performance
# World-class customer service
'''Customer service (Lambert et al., 1994, p. 3.1-3.48)'''
# What is customer service?
## Elements of customer service
### Pretransaction elements
### Transaction elements
### Posttransaction elements
# Methods of establishing a customer service strategy
## Customer reactions to stockouts
## Cost / revenue tradeoffs
## ABC analysis
## The customer service audit
## The logistics task force
## Review of company strategies
## Construction of key questions
## Internal audit: personal interviews
## Internal audit: sampling of firm's records
## Synthesis process
## External audit
# Customer service survey
# What is service quality?
## Identifying potential solutions
# Developing and controlling customer service performance
# Improving customer service performance
Linha 149 ⟶ 174:
# How to establish a customer service strategy
## Customer reactions to stockouts
## Cost / revenue trade-offs
## ABC analysis / Pareto's law
## The customer service audit
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