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11 Cards in this Set
- Front
- Back
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Customer service elements
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pre-transaction elements
transaction elements post-transaction elements |
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pre-transaction elements
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written statement of policy
statement in hands of customer organizational structure system flexibility technical services |
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transaction elements
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stockout level
ability to back order elements of ordercycle time transship system accuracy order conveniences product substitution |
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post-transaction elements
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installation, warranty alterations, repairs parts
product tracking customer claims, complaints product packaging temporary replacement of product during repairs |
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customer service complaints
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44% late delivery
31% product or quality mistakes 12% damaged goods 7% other 6% frequently cut items |
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penalties for customer service failures
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29% reduce the volume of business
26% called in salesman or manager 18% stopped all purchases with supplier 16% discontinued items 9% refused to purchase new items 2% refuse to support promotion |
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most important customer service elements
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-on time delivery
-order fill rate -product condition -accurate documentation |
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order cycle time
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the time elapsed between when a customer order, purchase order, or service request is placed by a customer and when it is received by that customer
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order cycle time elements
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-transport time
-order transmittal time -order processing and assembly time -production time -stock availability |
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Normal Distribution
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-changing the mean shifts the distribution to the left or right
-changing sigma increases or decreases the spread |
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Beauty of Normal Dist.
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no matter what (u) and (o) are, the area b/w (u+-o) is 68%.
b/t (u+-2o) is about 95%, and the area b/w (u+-3o) is about 99.7% |
