Definitive Guide to Order Fulfillment and Customer Service, The: Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations / Edition 1

by CSCMP, Stanley Fawcett, Amydee Fawcett

Overview

This is the most authoritative and complete guide to planning, implementing, measuring, and optimizing world-class supply chain order fulfillment and customer service processes. Straight from the Council of Supply Chain Management Professionals (CSCMP), it brings together up-to-the-minute knowledge and best practices for all facets of order fulfillment and customer service process management, from initial customer inquiry through post sales service and support. CSCMP and contributor Stanley Fawcett introduce crucial concepts ranging from customer order cycles to available-to-promise and supply chain RFID to global order capture networks.

The Definitive Guide to Order Fulfillment and Customer Service imparts a deep understanding of each crucial process, helping readers optimize your most important customer contacts. Coverage includes:

• Basic concepts of order fulfillment and customer service, and their essential roles in meeting customer expectations
• Key elements and processes in order fulfillment and customer service, and interactions amongst them
• Principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes
• The critical role of technology in managing order fulfillment and customer service processes
• Requirements and challenges of global order fulfillment and customer service processes
• Best practices for assessing the performance of order fulfillment and customer service processes using standard metrics and frameworks

For all supply chain and operations managers, students, and other business professionals and decision-makers who are concerned with order fulfillment or customer service.

Product Details

ISBN-13:	9780133453867
Publisher:	Pearson Education
Publication date:	01/27/2014
Series:	Council of Supply Chain Management Professionals
Edition description:	New Edition
Pages:	224
Product dimensions:	9.30(w) x 12.30(h) x 0.90(d)

About the Author

Stanley E. Fawcett is the John B. Goddard Endowed Chair in Global Supply Chain Management at Weber State University. Stan taught at Michigan State University and Brigham Young University before joining Weber State. Stan is an innovative, award-winning teacher who has taught academic and executive programs in Asia, Europe, and North and South America. He has published more than 130 articles and six books on supply chain topics. His research has recently appeared in the following leading journals: Decision Sciences Journal, Journal of Business Logistics, Journal of Finance, Journal of Small Business Management, and Journal of Supply Chain Management. Stan is the coeditor-in-chief of the Journal of Business Logistics. Stan’s two core philosophies are mentoring and collaboration. His greatest satisfaction as an academic comes from helping colleagues and students achieve higher levels of personal and professional success.

Amydee M. Fawcett, PhD, is Assistant Professor of SCM in the John B. Goddard School of Business and Economics at Weber State University. Dr. Fawcett’s research explores the dynamics of effective collaboration in a variety of settings, including collaborative planning, forecasting, and replenishment (CPFR) and humanitarian assistance and disaster relief (HADR). She has coauthored ten articles, including two best papers: the E. Grosvenor Plowman Best Paper Award from CSCMP Educator’s Conference and the Hal E. Fearon Best Paper Award from Journal of Supply Chain Management. Her teaching focuses on supply chain relational dynamics.

Table of Contents

• Chapter 1 Meeting Customers’ Real Needs: The Nature of Service System Design
• Chapter 2 Fulfilling Orders: The Nature of Modern Order Cycle Management
• Chapter 3 Developing a Winning Customer Fulfillment Strategy
• Chapter 4 Configuring the Network for Successful Fulfillment
• Chapter 5 Implementing an Enabling Technology Strategy
• Chapter 6 Assessing Performance for Success and Improvement
• Endnotes
• Index