GLOBAL LOGISTIC GLOBAL LOGISTIC MANAGEMENT .pdf

GLOBAL LOGISTIC
GLOBAL LOGISTIC
MANAGEMENT
MANAGEMENT
LECTURE 3: CUSTOMER SERVICE IN
LOGISTICS
Agenda
Agenda

1 Definition of Logistics Customer
Service

2 Marketing and logistics customer
service trade-off model

3 Elements of Logistics Customer
Service

4 Strategies for Logistics Customer
Service:

Reactive techniques

Proactive techniques

5 The Service Quality Model
1 Definition of Logistics
1 Definition of Logistics
Customer Service
Customer Service


Logistic Customer Service is a
process which takes place between
buyer, seller and third party. The
process results in a value added to
the product or service exchanged. The
value added is shared to all parties
involve in the transaction

Thus, Customer service is a process
for providing significant value-added
benefits to the supply chain in a cost
effective way.
2 Marketing and logistics
2 Marketing and logistics
customer service trade-off model
customer service trade-off model
2 Marketing and logistics
2 Marketing and logistics
customer service trade-off model
customer service trade-off model

Marketing objectives: allocate
resources to the marketing mix to
maximize the long run profitability of
the firm.

Logistics objectives: minimize total
costs given the customer service
objective where:


Total cost= transportation cost+
warehousing cost+ Order-processing
and information cost+ Lot quantity
costs+ Inventory carrying costs.