Chapter 3 : “Customer Accommodation

1. Chapter 3 :“Customer Accommodation Part One

2. Customer Service: Where Logistics and Marketing Meet • Customer service objectives dictate logistics design. • Customer service: a process for providing significant value-added benefits to the supply chain in a cost-effective way.

3. Customer Service: Where Logistics and Marketing Meet • Customer service objectives dictate logistics design. • Customer service: a process for providing significant value-added benefits to the supply chain in a cost-effective way.

4. Customer Service

5. Customer Service Note: the reference to the text is regarding a previous book in this class. Stock and Lambert “Strategic Logistics Management” (2001)

6. Customer Service Stock and Lambert “Strategic Logistics Management” (2001)

7. Customer Service Stock and Lambert “Strategic Logistics Management” (2001) Written policy

8. Customer Service Written Policy --Based on customer needs.

9. Customer Service Written Policy --Based on customer needs. --Define Standards.

10. Customer Service Written Policy --Based on customer needs. --Define Standards. --Determine measure- ment.

11. Customer Service Written Policy --Based on customer needs. --Define Standards. --Determine measure- ment. County of Nottinghamshire, United Kingdom

12. We are committed to providing a high standard of customer service to all residents of Nottinghamshire. We have a Customer Service Code of Practice and Standards for our staff which gives a promise to you on what you can expect when you make contact with us. We aim to answer your telephone call within four rings. We aim to respond to written correspondence within ten working days If we feel that your query requires more detailed research or translation we will acknowledge your letter within five working days and respond fully to you within 20 working days When you visit us, we will not keep you waiting for more than 20 minutes. County of Nottinghamshire, United Kingdom

13. We are committed to providing a high standard of customer service to all residents of Nottinghamshire. We have a Customer Service Code of Practice and Standards for our staff which gives a promise to you on what you can expect when you make contact with us. We aim to answer your telephone call within four rings. We aim to respond to written correspondence within ten working days If we feel that your query requires more detailed research or translation we will acknowledge your letter within five working days and respond fully to you within 20 working days When you visit us, we will not keep you waiting for more than 20 minutes. County of Nottinghamshire, United Kingdom

14. We are committed to providing a high standard of customer service to all residents of Nottinghamshire. We have a Customer Service Code of Practice and Standards for our staff which gives a promise to you on what you can expect when you make contact with us. We aim to answer your telephone call within four rings. We aim to respond to written correspondence within ten working days If we feel that your query requires more detailed research or translation we will acknowledge your letter within five working days and respond fully to you within 20 working days When you visit us, we will not keep you waiting for more than 20 minutes. County of Nottinghamshire, United Kingdom

15. We are committed to providing a high standard of customer service to all residents of Nottinghamshire. We have a Customer Service Code of Practice and Standards for our staff which gives a promise to you on what you can expect when you make contact with us. We aim to answer your telephone call within four rings. We aim to respond to written correspondence within ten working days. If we feel that your query requires more detailed research or translation we will acknowledge your letter within five working days and respond fully to you within 20 working days When you visit us, we will not keep you waiting for more than 20 minutes. County of Nottinghamshire, United Kingdom

16. We are committed to providing a high standard of customer service to all residents of Nottinghamshire. We have a Customer Service Code of Practice and Standards for our staff which gives a promise to you on what you can expect when you make contact with us. We aim to answer your telephone call within four rings. We aim to respond to written correspondence within ten working days If we feel that your query requires more detailed research or translation we will acknowledge your letter within five working days and respond fully to you within 20 working days. When you visit us, we will not keep you waiting for more than 20 minutes. County of Nottinghamshire, United Kingdom

17. We are committed to providing a high standard of customer service to all residents of Nottinghamshire. We have a Customer Service Code of Practice and Standards for our staff which gives a promise to you on what you can expect when you make contact with us. We aim to answer your telephone call within four rings. We aim to respond to written correspondence within ten working days If we feel that your query requires more detailed research or translation we will acknowledge your letter within five working days and respond fully to you within 20 working days When you visit us, we will not keep you waiting for more than 20 minutes. County of Nottinghamshire, United Kingdom

18. When dealing with us: You can expect us to be welcoming, courteous, fair and respectful. We will always be helpful and responsive, keep you informed and communicate clearly with you at all times We will let you know what we can provide, who to contact and how to get in touch We will aim to provide good quality information that is suited to your individual needs. County of Nottinghamshire, United Kingdom

19. In return, we ask you to help us achieve our standards by being courteous and respectful towards us and help us to help you by providing the information we need. County of Nottinghamshire, United Kingdom

20. Grain Inspection, Packers and Stockyards Administration (GIPSA) of USDA Timeliness. We will provide an official grain inspection and weighing certificate within one full business day after completing your inspection. In our regulatory role, we will respond to your concerns and work to ensure fairness and equity in the marketplace.

21. We aim to: Answer all telephone calls within 4 rings (10 seconds) Tameside, United Kingdom

22. Respond to all service requests within three working days Tameside, United Kingdom

23. Provide trained staff who are polite and courteous Tameside, United Kingdom

24. “Customer Accommodation” End of Part One. Go to Part Two.

25. Chapter 3 :“Customer Accommodation Part Two

26. Customer Service

27. Customer Service Written Policy --Based on customer needs. --Define Standards. --Determine measure- ment.

28. Customer Service Written Policy --Based on customer needs. --Define Standards. --Determine measure- ment. --Implement.

29. Customer Service

30. Customer Service Stock and Lambert “Strategic Logistics Management” (2001) Customer told policy. Organization Structure. System flexibility. Management Services.

31. Customer Service Stock and Lambert “Strategic Logistics Management” (2001)

32. Customer Service Stock and Lambert “Strategic Logistics Management” (2001) Stockout Level

33. Customer Service Stockout level tradeoff: customer service versus inventory carrying costs.

34. Customer Service Customer service: Having the product when the customer wants it.

35. Customer Service Inventory carrying costs:

36. Customer Service Inventory carrying costs: • Capital costs on inventory investment. • Inventory service costs. • Storage space costs. • Inventory risk costs.

37. Customer Service In most cases inventory carrying costs prevent us from providing the demanded product 100% of time.

38. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. Note: the reference to the text is regarding a previous book in this class. Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001) .

39. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. Increasing in-stock availability from 90% to 100%. Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001)

40. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. Doubles inventory investment. Increasing in-stock availability from 95% to 100%. Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001)

41. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. Increasing in-stock availability from 95% to 100%. Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001)

42. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. Increases inventory investment by 50%! Increasing in-stock availability from 95% to 100%. Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001)

43. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. What level of customer will provide competitive customer at reasonable cost? Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001)

44. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. 95%? What level of customer will provide competitive customer at reasonable cost? Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001)

45. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. 97%? What level of customer will provide competitive customer at reasonable cost? Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001)

46. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. 98%? What level of customer will provide competitive customer at reasonable cost? Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001)

47. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. 93%? What level of customer will provide competitive customer at reasonable cost? Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001)

48. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. When there is a stockout… What level of customer will provide competitive customer at reasonable cost? Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001)

49. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. When there is a stockout… If the customer is NOT a consumer (customer is a wholesaler or retailer)… What level of customer will provide competitive customer at reasonable cost? Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001)

50. Relationship Between Customer Service and Inventory Investment Inventory investment in $ thousands. When there is a stockout… If the customer is NOT a consumer (customer is a wholesaler or retailer), the customer may have inventory/safety stock that allows them to service their customers. What level of customer will provide competitive customer at reasonable cost? Percentage in-stock availability Stock and Lambert “Strategic Logistics Management” (2001)