Customer Service
The two elements of customer service
What is time and dependability?
The management of the transformation process in which inputs are made into products and services
What is operations management?
Three types of raw materials
What are parts, components, semi-processed goods, catalysts, commodities, critical components, and packaging?
This step involves certain activities such as order processing, order picking, and order assembling
What is Step 2: Filling the Order of the Order Management Process?
The way people dress/look, attitude, knowledge, behavior, body language, posture, actions, and words spoken
What is professional image?
As a company, utilizing social media to interact with prospective and existing customers
What are e-services?
The four ways that products are produced and made available for purchase by customers
What is engineer-to-order, make-to-order, assemble-to-order, and make-to-stock?
A problem faced in inventory, requiring merchandise brought back from customers to be inspected or reworked
What is returns, or reverse logistics?
When historical data exists and is helpful in calculating future demand or forecasting based on numbers
What is quantitative forecasting?
The common goal of servicing customers' needs
What is time?
The three elements of time
What is lead time performance, order cycle time, and time to replenish orders?
A very specific and time sensitive operational decision. They are typically narrow in scope and deal with daily, weekly, and monthly demand forecasts
What are Short-Term Operational Decisions?
Merchandise required to be on a holding period to determine if quality has been maintained
What is quarantine?
The six components of the customer order cycle
What is order preparation and transmittal, order receipt and order entry, order processing, warehouse picking and packing, order transportation, and customer delivery and unloading?
The flow of materials, information, and finances as they move in both directions from supplier to manufacturer to wholesaler to retailer to consumer
What is a supply chain?
Supply chain operations should include three basic customer service qualities
What is safe delivery, correct order size, and constant lead times?
These types of businesses are usually project or shop processes because of the high customization and low volume. Examples of this process include: customer-built homes, experimental medical equipment, and individually designed yachts
What is engineer-to-order?
The number of steps required in reverse logistics - 200 bonus points if you can name all of the steps
What are six steps?
A process in which customer sales orders are received through various sales channels, such as email, internet, sales person, fax, or another method
What is order-to-cash?
The five stages of the Product Life Cycle
What is introduction, growth, maturity, and decline?
A supply chain operation process should be constant to allow customers to focus on other issues
What is dependability?
Typically the involvement of not only making products, but also the making of tangible items that can be sold to customers through stores, shops, and online
What is manufacturing operations?
The cost to identify suppliers, research and development, process of tracking and expediting, and movement of goods
What are total costs and costs of goods sold?
The three steps that make up an Order Management Process
What is order arrival, filling the order, and order delivery?
The first step is to begin with sales, or demand, forecast - how much a company is going to sell, and when they will sell it
What is the beginning steps of order management?