【正文】 ——由于不可避免的高缺貨率，導(dǎo)致了客戶服務(wù)水平的下降。A further feature in favor of QR system is that by speeding up processing time in the system, cumulative lead times are reduced. This can then result in lower inventory and thus further reduce responsive times. In effect a ‘virtuous circle’! “快速反應(yīng)”系統(tǒng)的另一個鮮明的特點是，由于加快了整個流程的速度從而降低了總前置時間。 for logistics對物流的啟示The basic principle of JIT logistics are:(1) all elements of the chain are synchronized鏈上所有組織的活動成為一個統(tǒng)一體； (2) early identification of shipping and replenishment requirements盡早明確運輸量和補貨需求； (3) highest level of planning discipline有出色的組織規(guī)劃。n What’s the characters of Kanban system?（186）看板是一種”拉動”式系統(tǒng),它是由供應(yīng)鏈最末端的需求驅(qū)動的。JIT本質(zhì)上是一種“拉動”思想，供應(yīng)鏈的終端需求拉動產(chǎn)品去適應(yīng)市場，同時也決定著產(chǎn)品背后零配件的流向。 concept of lead timeWhat’s the meaning of lead time from the customer’s viewpoint and from the supplier’s perspective respectively?(客戶觀念、供應(yīng)商觀念的前置時間157)what is rule of thumb?The amount of safety stock in a pipeline varies with the Square root of the pipeline length. 安全庫存的數(shù)量多少取決于渠道長度的平方根。Chapter 6 Strategic leadtime managementn Explores the ‘cost of time ’ and the drivers of timebased petition：shortening product life cycles, customers’ desire for reduced inventories and the dangers of being forecast dependent in an increasingly volatile marketplace. n 探討時間成本和時間競爭的驅(qū)動力：正在不斷縮短的產(chǎn)品生命周期，客戶減少庫存的要求，在動蕩的市場環(huán)境下過分依賴預(yù)測的種種風(fēng)險。 challenge of global logisticsWhat’s the difference between Managing a global network and managing a purely national logistics system ?（137） l Four factors are critically important to global supply chains, they create the need for different solutions.（137）Factor 1: extended lead times of supply 前置時間延長Factor2: extended and unreliable transit timesFactor3: multiple consolidation and break bulk optionsFactor4: multiple freight mode and cost options for global logistics構(gòu)建國際化物流體系 The same solution (141)Effectiveness in global logistics can only be achieved through a greater element of centralization. How then can the appropriate balance of global versus local decisions making be achieved in formulating and implementing logistics strategy ?如何把握好國際化和本土化之間的平衡？（142） and controlThe strategic structuring and overall control of logistics flows must be centralized to achieve worldwide optimization of costs關(guān)于組織和全面控制物流的流程，其戰(zhàn)略的制定必須更集中化，以達到全球的總成本最低 service managementThe control and management of customer service must be localized against the requirements of specific markets to ensure petitive advantage is gained and maintained針對特定的市場需求，客戶服務(wù)的控制和管理必須達到本土化以確保獲得和維持競爭優(yōu)勢。According to Firstly, Secondly , there are two related challenges, what are they?（127） What is their relationship?n Firstly, world markets are not homogeneous, there is still a requirement for local variation in many product categories. 首先，全球市場并不是千篇一律的，不少產(chǎn)品仍需要根據(jù)本土化進行變動。在整個物流傳遞過程中找出“成本驅(qū)動因素”。How to get the ‘DPP’? （第93頁）n What’s the importance of DPP to the supplier?the importance of DPP to the supplier is based on the proposition that a key objective of customer service strategy is ‘to reduce the customer’s costs of ownership’. 對于供應(yīng)商來說，DPP的重要性在于，他能明確客戶服務(wù)戰(zhàn)略的關(guān)鍵目標——“減少客戶的所有權(quán)總成本”。n Secondly, as the basis for sales and marketing strategy in directing effort away from less profitable types of account towards more profitable business. 其次，這些信息作為制定銷售和營銷戰(zhàn)略的基礎(chǔ)，能直接幫助我們較少低利潤客戶，而增加更多為企業(yè)盈利的客戶。第四，無差異曲線是一條凸向原點的線。該方法提供了一條在企業(yè)內(nèi)部進行成本核算的5. Logistics and the bottom line物流與盈虧線 (第78頁)Dimensions of decision making n ‘the bottom line’n Cash flown Resource utilization (especially the use of fixed and working capital)Return on Investment (ROI) (第78頁) 投資回報率無差異曲線indifference curve 無差異曲線是用來表示兩種商品的不同數(shù)量的組合給消費者所帶來的效用完全相同的一條曲線。How to operate the principlesn To operationalize these principles requires an ‘output’ orientation to costing.具體實施這些原則需要一個以產(chǎn)出量為導(dǎo)向的成本計算方法。因此，必須在一個遞進的過程中進行成本核算，這是由于系統(tǒng)的改變而導(dǎo)致總成本的改變。n Decisions taken in one area can lead to unforeseen results in other areas. The nature of logistics decides it.n Conventional accounting systems do not usually assist in the identification of panywide impacts. n 整個企業(yè)都未考慮特定決策帶來的直接或間接影響。n Emphasize the importance of customer profitability analysis based upon an understanding of the ‘costtoserve’.n 強調(diào)基于對“服務(wù)成本”的認知而進行客戶收益分析的重要性。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，物流管理扮演了重要的角色，它可以提高客戶滿意度、鞏固客戶保留價值。根據(jù)服務(wù)需求相似性，劃分客戶群。向“無差異商品”市場的過渡，這是一個緩慢卻不可避免的過程 is customer service?客戶服務(wù)可以從三個方面來檢查：n LaLonde and Zinszer suggested that customer service could be examined under three headings: elements交易前要素 elements交易中要素 elements交易后要素 Why is it essential for any business to have a clearly identified policy towards customer service?It is because of the multivariate nature Of customer service and because of The widely differing requirements of Specific markets.正是因為客戶服務(wù)的多樣性，以及具體市場上寬泛并且變化多端的需求，使得擁有一套明確的客戶服務(wù)策略對每個企業(yè)的意義不言而喻。提高物流可靠性的要點之一是提高供應(yīng)鏈可視性。The definition of SCM（SCM定義）n The management of upstream and downstream relationships with suppliers and customers to deliver superior customer value at less cost to the supply chain as a whole.供應(yīng)鏈管理是從供應(yīng)鏈整體出發(fā)，管理上游供應(yīng)商和下游客戶，以更低的成本傳遞給客戶更多的價值。n Thus under a logistics management regime the goal is to link the marketplace, the distribution network, the manufacturing process and the procurement activity in such a way that customers are serviced at a higher level and yet at a lower cost.n In other words to achieve the goal of petitive advantage through both cost reduction and service enhancement.