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4
Transaction Elements
Minimize stock-out
Give order information
Perform elements of order cycle
Expedite shipments
Minimize transshipment
Maintain system accuracy
Meet order convenience
Do product substitution to maintain service level
5
Post-transaction Elements
Installation, warranty, repairs, alterations, parts
Product tracing
Customer claims, complaints, returns
Temporary replacement of products
Customer service strategies
Customer audit to ascertain how customers
define their expectation – shortest lead-time?
Consistent lead-time?
‘A’ ‘B’ C’ of customers and identify salient
features of customer service
Decide degree of customization of service
6
The order cycle system
Order Order
transmittal processing
Conversion
process
Order Order
shipment preparation