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9 Cards in this Set
- Front
- Back
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What are the 3 demand forecasting models? (JTC)
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Judgmental (basing forecast on intuition or what you think the customer will prefer)
Time series (future is based on the past) Cause and effect (relate demand between relationship of cause and effect in the past) |
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What are the 4 parts to the order cycle? (OOOD)
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Order transmittal (get order to manufacturer of customer)
Order processing (when customer service gets the order and figures out where the inventory is to fill this order, figure out how to get the inventory, where to send the order to be fulfilled) Order picking (order picked by pickers on the floor and get it packaged and ready for shipment) Delivery (how quickly is your transportation carrier going to take to get there, the customer wants to know when they will get their shipment) |
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What is the difference between customer service and customer satisfaction?
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Customer service: in the eyes of the customer, are you keeping them happy and giving them want they want?
Customer satisfaction: relates to experience, did the experience your customer thought was going to happen--happen? Did it meet or exceed their expectations? |
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What is the difference between a customer service goal and customer service objective?
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Customer service goal: broad, want to accomplish because the customer demands it, you want to know what your competition is doing with your customer
Customer service objective: very specific, measurable, must be achievable, must be cost effective |
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What are the 3 elements of customer service? (OSC)
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Order cycle: how long does it take from when they place the order until they take the delivery
Safe delivery- delivered in the form they intended it to be, must be delivered accordingly Complete delivery: was the order received complete? The customers have a right to expect the order to be delivered the way they placed it |
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What are the 3 basic functions of protective packaging? (SFC)
(what do you need to think about when packaging?) |
Severity of distribution process: how many times is it going to be handled, where will it be stored, how is the environment?
How Fragile is your product? Can it be broken easily, can it be stolen, can it spoil? The performance- how well does the Cushioning materials protect it? |
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What should protective packaging accomplish?
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1. Protect the product from physical damage (high and tight)
2. Be strong enough to withstand other cases or light freight being stacked on or around it 3. Uniformly even out the weight around package 4. Distribute weight throughout pallet evenly 5. Have enough exterior surface area to properly label the package |
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What are the 4 purposes of labeling? (what should be labeled on the box?)
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1. who the shipper is
2. who the ultimate receiver of the goods is 3. the weight of the material (get taxed on gross weight) 4. measurements (LWH) |
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What is a unit load and how does it impact the building block concept?
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Unit load: everything is symmetrical and predictable (every box and pallet is the same LWH). This makes it easier for everyone because it's predictable
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