Teaching Responsibility
LJMU Schools involved in Delivery:
LJMU Partner Taught
Learning Methods
Lecture
Tutorial
Module Offerings
6604TECYPC-SEP-PAR
Aims
To convey the importance of the integration of customer service objectives with other elements of supply chain management, in the context of expected future business trends, including the development of e-business.
To show how this can be achieved in practice.
Learning Outcomes
1.
Explain the nature of the business landscape and the expected future trends including outsourcing, supply chain management, and e-business.
2.
Discuss the concept of customer service in relation to holistic business activity, through a consideration of customer expectations and how these are addressed.
3.
Examine the supply chain concept from the perspective of customer service.
Module Content
Outline Syllabus: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 & 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
Additional Information:This module is designed to provide an understanding of the integration of customer service and supply chain management using technology, with emphasis to the e-business environment.
The concepts discussed are applicable to a very wide range of business and industry sectors, including both manufacturing and service-based organisations.