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【正文】 n Reduce/maintain Improve Improve 11Copyright 169。 2023 by The McGrawHill Companies, Inc. All rights reserved. McGrawHill/Irwin 314 Strategic Opportunities For A Competitive Advantage * denotes attribute number indicates desired shift in relative performance indicates potential opportunities that may be revealed within specific customer segments C o m p e t i t i v e d i s a d v a n t a g e C o m p e t i t i v e p a r i t y C o m p e t i t i v e a d v a n t a g e M a j o r w e a k n e s s M i n o r w e a k n e s s M a j o r s t r e n g t h M i n o r s t r e n g t h R e l a t i v e p e r f o r m a n c e I M P O R T A N C E H I G H M E D I U M L O W 7 5 3 1 3 . 0 1 . 0 + 1 . 0 + 3 . 0 1 * 2 * 3 * 4 * 5 * 6 * * 8 * 9 * 1 0 *7 Source: Douglas M. Lambert and Arun Sharma, “A CustomerBased Competitive Analysis for Logistics Decisions,” International Journal of Physical Distribution and Logistics Management 20, (1990), . 12 Copyright 169。 2023 by The McGrawHill Companies, Inc. All rights reserved. McGrawHill/Irwin 315 Measuring and Controlling Customer Service Performance ? Establish quantitative standards of performance for each service element. ? Measure actual performance for each service element. ? Analyze variance between actual service provided and standard. ? Take corrective action as needed to bring actual performance into line. 13 Copyright 169。 2023 by The McGrawHill Companies, Inc. All rights reserved. McGrawHill/Irwin 316 Customer Service Standards ? Reflect the customer’s point of view. ? Provide an operational and objective measure of service performance. ? Provide management with cues for corrective action. 14 Copyright 169。 2023 by The McGrawHill Companies, Inc. All rights reserved. McGrawHill/Irwin 317 演講完畢，謝謝觀看！
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