Examination

Definitions and Scope of customer service
· Customer service measures; some examples and their significance
· Establishing customer expectation
· The development of Logistics
· Logistics interfaces, particularly with marketing and manufacturing
· The logistical system

Organisational implications
· Traditional organisations key performance indicators and non-focus on the customer
· Re-engineering the business for enhanced customer focus
· Control systems and organisation definition. 
· Human resource factors. Training for customer focus

E-commerce &amp; supply chain considerations
· E-commerce and e-business; overview of developments; the 4 Stage e-commerce model
· Business forecasting; Responsiveness and flexibility
· Distribution channels, outsourcing
· Planning and control systems; electronic interfaces
· Customer-Supplier partnerships; current thinking, benefits and pitfalls

Customer Service and the Supply Chain - 6604TECYPC

Customer Service and the Supply Chain

Discuss the concept of customer service in relation to holistic business activity, through a consideration of customer expectations and how these are addressed.

Examine the supply chain concept from the perspective of customer service.

Explain the nature of the business landscape and the expected future trends including outsourcing, supply chain management, and e-business.