物流與供應(yīng)鏈管理(英文版)-資料下載頁
2025-01-13 00:43本頁面
【正文】 y 25% 80% Invoice accuracy 10% 90% Returns 10% 95% Index = 服務(wù)要素 重要度權(quán)重 服務(wù)績效水平 分值? 訂單滿足率? 及時送貨率? 送貨準確率? 單據(jù)準確率? 退貨率Case StudyBritish Steel: creating customer value through logistics and supply chain managementn Backgroundn Problemsn Solutionsn ResultBackgroundBritish Steel is the largest steel manufacturer in the Western hemisphere, and among the most efficient.Before 1997,it was also one of the most profitable, exporting around half of its 16m tonnes annual production, mostly to other parts of Europe.Problems In the late 1990s, British Steel faced two challenges: 1. From the new breed of USstyle ‘minimill’ operators (small, flexible and highly efficient )。2. From encroachment by alternative materials manufacturers (growing use of aluminium which is lighter, more sophisticated, higher performance).Solutions of BSSPBSSP invested heavily in supply chain partnership development activities with selected indirect pressworkers, creating a range of valueadding products and services, each designed to support them in fulfilling the demands of the vehicle manufacturers.BSSP offers its customers access to specialist expertise and technologies.Solutions of BSDIn 1996, BSD opened the first steel service and processing centre to be designed, built, and located specifically to meet the needs of its automotive industry customers.BSD’ facilities are designed to enable it to work more closely than ever before with its presswork customers and their subcontractors.ResultThey form the core of a unique threeyear program designed to strengthen British Steel’s own position within the industry by improving the petitiveness of its service centre and presswork customers, and through them its whole motor industry supply chain.The program brings together the first fully coordinated work of these three key tiers of automotive suppliers.Summary Customer service is a multifaceted concept. It is increasingly important as a means of gaining and maintaining differentiation in the marketplace. Equally, since no two customers are alike it must be recognized that Service must be tailored to meet the needs of different customers.客戶服務(wù)是一個復(fù)雜的概念。有必要為不同的客戶群量身定制服務(wù)策略。 Logistics management can play a key role in enhancing customer lifetime value through increasing customer satisfaction and thus customer retention. to achieve this will require the development of a marketdriven logistics strategy and the redefinition of service objectives based upon customer’s specific requirements. ‘Perfect order’ achievement should form the basis for the measurement of service performance and the creation of service standards.在 延長客戶終身價值上延長客戶終身價值上，物流管理扮演了重要，物流管理扮演了重要的角色，它可以提高客的角色，它可以提高客戶滿意度、鞏固客戶保戶滿意度、鞏固客戶保留價值。留價值?！巴昝烙唵瓮昝烙唵?”應(yīng)作為衡量應(yīng)作為衡量服務(wù)績效和制定服務(wù)標服務(wù)績效和制定服務(wù)標準的基礎(chǔ)。準的基礎(chǔ)。演講完畢，謝謝觀看！
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