【正文】 he manufacturing base, or were more mature markets, (. Shanghai) reported better customer satisfaction? The overall customer satisfaction for Electrolux’s ordering service level is higher than the customer’s general experience within the marketplace, with the exception of GZ region? Stockouts occurs more often during promotional period and new product launch. Customers in GZ region experienced more stockouts and higher value loss (10%) due to the growing demands caused by heavy marketing campaign, low inventory, and lack of transparency for inventory and product availability information? Some key accounts whose inventory level is kept low, such as Carrefour, experienced back orders during weekends while Electrolux has no logistics contacts? The order processing workflow is still very manual and paperbased with quite low efficiency. And customers tends to prefer “interactive” ordering modes to get better idea of product availability.Summary: OrderingPage 30Delivery Table BDelivery Page 31Delivery Table BDelivery Service Importance and Customer Satisfaction Delivery Lead Time: Urgent Orders Delivery Lead Time: Standard Orders Order FulfillmentFrequency of DeliveryDelivery2.ItemsNo.421 3 5421 3 5421 3 5421 3 5421 3 5421 3 5421 3 5421 3 5421 3 5421 3 5421 3 5421 3 5Satisfaction GenerallySatisfaction (Electrolux)Importance421 3 5421 3 5421 3 5a Rate from Electrolux Sales Managers Rate from Electrolux customers APage 32Delivery Table BDelivery Service (continued) Satisfaction GenerallySatisfaction (Electrolux)ImportanceShipping FlexibilityAccuracy of DeliveryPackaging Quality (Product protection)PunctualityItemsNo.421 3 5421 3 5421 3 5421 3 5421 3 5421 3 5421 3421 3421 3421 3 5421 3421 3 5a Rate from Electrolux Sales Managers Rate from Electrolux customers A Page 33Order Fulfillment? In most regions, customers are more satisfied with Electrolux’s order fulfillment than the other brands in general. But in both NC and GZ, the satisfaction level is below the overall level. ? Customers’ desired order fulfill rate is 96% on average, which is higher than Electrolux’s current 88% order fulfill rate.Delivery Lead Time? Customers’ desired lead time is 2 4 days. ? The survey indicated that Electrolux has no standard order lead time. It varies from the same day to 15 days. In the extreme case of Guangzhou Department Store, the interviewee said the lead time ranges from 3 15 days.? For urgent orders, the satisfaction with Electrolux is below the other brands in GZ, NC and NE regions. The customer desired lead time is days in average. Currently, the Electrolux’s lead time ranges from the same day to 15 days. The case of the 15 days lead time occurred to a particular customer, Guangzhou Department Store, which also mented that there was no difference between urgent and standard order lead time. Delivery CommentsDelivery Service Importance and Customer Satisfaction Page 34Delivery Punctuality and Accuracy? From the survey result, Electrolux’s delivery punctuality is 89% and the accuracy on quantity is 93%. In the GZ, NC and NE regions, the satisfaction with Electrolux delivery punctuality is below the general level. In GZ and NE regions, the customers are less satisfied with Electrolux delivery accuracy than the general level. Packaging Quality ? In Central, GZ and NC regions, the customers are less satisfied with Electrolux packaging quality pared with the general service level. The customers mentioned the following brands for their good packaging quality: National, Siemens, Haier, Shangling and Meiling.Other Delivery Services ? As to the delivery frequency, Electrolux delivers goods to customers based on their orders currently.? Because most of the customers have only one site for delivery, so the need for shipping flexibility like multiple dropoff points are not that important currently.Delivery CommentsDelivery Service Importance and Customer Satisfaction Page 35Delivering Service Best Page 36Delivering Service Best Page 37Delivery Question 17Tolerated Lead Time 17. What is the maximum tolerated lead time with which will not influence your sales?? 710 days ? 57 days ? 35 days ? 2 days ? 1 day ? same dayn As to the longest tolerated lead time, the majority of the responses is 35 days. Amongst retailers, 36% of the responses are 2 days. Amongst distributors, 53% of the responses are 35 days.n Because the factory is in the same region, Electrolux services the customers in CS with shorter lead time. The customers get used to the shorter lead time pared to other regions and their tolerated lead time is the shortest among all the regions.n In NE region, all the customers are found to be served by LDCs. Hence, they are also getting used to enjoying the shorter lead time. Longest Tolerable Lead TimeNC EC GZ CS Central NE W710 days35 days35 days2 days35 days2 days25 daysResponses DistributionMajority of responses by RegionSurvey ResultComments4 518133 215830 0710 days57 days35 days2 days1 daySame dayRetailerDistributorPage 3818a) What is your view on picking up products yourself at your nearest Electrolux Warehouse instead of Electrolux delivering the product to you? b) What if Electrolux provides self pick up and Electrolux delivery services at different prices?Customer Pickup Delivery Question 18Customer Response(s)n Almost all the retailers, whether presently receiving delivery service from Electrolux or not, did not want to pick up goods from the LDCs n A variety of reasons were given agai