Operations Management Articles Home
Quick Article Search
Contact Operations Management Articles
Operations Management Article Categories:
Papers and Articles on Operations Management: Customer service Articles
Articles on Customer service (Operations Management): Search the database of customer service papers and download customer service articles online now...
Optimising manufacturing responsiveness and cost - Customer service Article ARTICLE DESCRIPTION: Deals with the planning and introduction of a customer responsive JIT environment within Cummins UK plants. MORE INFO: Optimising manufacturing responsiveness and cost Deals with the planning and introduction of a customer responsive JIT environment within Cummins UK plants. ... read article... |
Forecasting and scheduling in customer services - Customer service Article ARTICLE DESCRIPTION: Some of the methods of forecasting and scheduling and some aspects and pitfalls to avoid when trying to do so in a customer service environment. MORE INFO: Forecasting and scheduling in customer services Some of the methods of forecasting and scheduling and some aspects and p... read article... |
|
ARTICLE DESCRIPTION: Standards exist for quality management (ISO9000) and environmental management (ISO14000), and there is a model for Business Excellence. But, until very recently, there was no standard or reference model for performance measurement. MORE INFO: Integrated Performance Measurement... read article... |
DRP - the best customer care for the best car - Customer service Article ARTICLE DESCRIPTION: The implementation of Distribution Requirements Planning at Rolls-Royce. MORE INFO: DRP - the best customer care for the best car The implementation of Distribution Requirements Planning at Rolls-Royce. PUBLISHER: Institute of Operations Management Vol 17 - No 03 - Ap... read article... |
Customers who just can't wait: how to service them - Customer service Article ARTICLE DESCRIPTION: A quick response system based on automatic stock replenishment. MORE INFO: Customers who just can't wait: how to service them A quick response system based on automatic stock replenishment. PUBLISHER: Institute of Operations Management Vol 19 - No 04 - June/July 1993... read article... |
Knowledge-Based Manufacturing: the key to recovery - Customer service Article ARTICLE DESCRIPTION: Only companies responding quickly to customer needs will benefit from the economic upturn, but first they must junk their dinosaur MRPII system. MORE INFO: Knowledge-Based Manufacturing: the key to recovery Only companies responding quickly to customer needs will benefit from... read article... |
|
ARTICLE DESCRIPTION: A detailed examination is given of how typically a car component manufacturer would use enterprise level integrated systems to streamline its entire supply chain to achieve optimum productivity and efficiency, using a paperless, rate based, customer driven process. MORE INFO: ... read article... |
Have you fallen down on your asset control? - Customer service Article ARTICLE DESCRIPTION: Companies with high stock have poor delivery performance while those with low stock have excellent delivery performance. This article discusses how customer service can be improved while at the same time reducing stocks. MORE INFO: Have you fallen down on your asset control? ... read article... |
Exceeding customer expectations. What are the IT implications? - Customer service Article ARTICLE DESCRIPTION: What implications does the increasing pressure for speed of response in customer contact have for a company's way of doing business and the IT systems that support them. MORE INFO: Exceeding customer expectations. What are the IT implications? What implications does the incre... read article... |
Predicting the future: Forecasting issues, problems and ideas - Customer service Article ARTICLE DESCRIPTION: Explores some of the issues of forecasting and the need for high quality supply-demand management in light of the current business focus on customer service and increasing competitive pressure. MORE INFO: Predicting the future: Forecasting issues, problems and ideas Explores ... read article... |
Demand forecasting and inventory control - Customer service Article ARTICLE DESCRIPTION: Describes how companies can operate an appropriate inventory policy, which offers a reasonable level of service to customers at an acceptable cost. MORE INFO: Demand forecasting and inventory control Describes how companies can operate an appropriate inventory policy, which o... read article... |
The ultimate benchmark: what do your customers think? - Customer service Article ARTICLE DESCRIPTION: Benchmarking is not just about measuring performance, but is also about identifying the processes which are critical to the success of the business and getting the organisation to buy into the process. MORE INFO: The ultimate benchmark: what do your customers think? Benchmark... read article... |
Creating a customer service organisation - a culture - Customer service Article ARTICLE DESCRIPTION: Details the steps needed to create a customer focus campaign within an organisation and describes the benefits to be achieved. MORE INFO: Creating a customer service organisation - a culture Details the steps needed to create a customer focus campaign within an organisation a... read article... |
Eye openers - Part 1: supply chain challenges - Customer service Article ARTICLE DESCRIPTION: This first article considers the current status of supply chains and relationships with customers, especially if they are excellent and with suppliers, especially if they are weak. It concludes with a challenge to see what more your supply chain can do for you. So often you only... read article... |
APS Berk - from arbitration to agility - Customer service Article ARTICLE DESCRIPTION: Case study of an improvement programme undertaken by APS Berk, the UK's second largest generic pharmaceutical company MORE INFO: APS Berk - from arbitration to agility Case study of an improvement programme undertaken by APS Berk, the UK's second largest generic pharmaceutica... read article... |
How to profitably delight your customers - Customer service Article ARTICLE DESCRIPTION: Urges companies to delight their customers rather than just satisfying them as a means to achieve competitive edge and improved profitability. MORE INFO: How to profitably delight your customers Urges companies to delight their customers rather than just satisfying them as a ... read article... |
Your lean toolbox: service recovery, customer retention and the three Rs - Customer service Article ARTICLE DESCRIPTION: Two significant pieces of research are highlighted in this section, which when combined, have great significance for customer retention in service and manufacturing business... MORE INFO: Your lean toolbox: service recovery, customer retention and the three Rs Two significant... read article... |
Editorial - Customer service Article ARTICLE DESCRIPTION: Last month I entered the hallowed portals of academe as a student again after a break of twenty years... MORE INFO: Editorial Last month I entered the hallowed portals of academe as a student again after a break of twenty years... PUBLISHER: Institute of Operations Manageme... read article... |
|
ARTICLE DESCRIPTION: Of course safety stock can be calculated by the normal statistical method from individual demand patterns... MORE INFO: Letters - Subject: Is there a simple way to set high customer service Level for all stock items? Of course safety stock can be calculated by the normal stat... read article... |
Editorial - Customer service Article ARTICLE DESCRIPTION: It is tempting to see the link between spares, repairs and maintenance as the maintenance department... MORE INFO: Editorial It is tempting to see the link between spares, repairs and maintenance as the maintenance department... PUBLISHER: Institute of Operations Management... read article... |
|
ARTICLE DESCRIPTION: This article presents the process by which Triton plc proceeded in implementing a company wide ERP system, which embraced, as a major component, the redesign of the customer service part of the operation MORE INFO: Customer service: experiences from an ERP based maintenance an... read article... |
|
ARTICLE DESCRIPTION: By simply understanding the level of service quality that customers expect and the effects it may have on your business is an important element of business today. MORE INFO: Improving Service Quality: can this be achieved by understanding customer perceptions and expectations?... read article... |
Customer Focus - Customer service Article ARTICLE DESCRIPTION: Customer Focus is key to the success of a business, but is a very broad term with many interpretations of ‘customer’ and the specific ‘focus’. I would like to establish through this article the need to provide accurate measurements of the business perform... read article... |
|
ARTICLE DESCRIPTION: John Darlington shows how Lean Operations have been applied at AlliedSignal, a major supplier of re-manufactured and non-current production products to the automotive industry. Scheduling and planning systems were enhanced to enable better synchronisation, reduction in floor spa... read article... |
|
ARTICLE DESCRIPTION: While Supply Chain Management (SCM) as a concept is hardly new, there is increasing interest in Advanced Planning & Scheduling (APS). MORE INFO: Advanced Planning and Scheduling and Supply Chain Management: competitive survival in the customer-centric age While Supply Chain M... read article... |
Internet customer service software - Customer service Article ARTICLE DESCRIPTION: SynQuest Inc has unveiled a new product to enable companies to provide customers with web access to the real time status of orders across the supply chain...It provides intelligent up-to-the-minute status of orders, allowing customers to make last minute changes and reduce custo... read article... |
eBusiness in service - Customer service Article ARTICLE DESCRIPTION: Enterprises across all industry sectors who operate customer service and field service operations are under increasing pressure from their customers and business partners, to provide Internet access into their business operation, products and services... MORE INFO: eBusiness i... read article... |
e-Service for your customers - Customer service Article ARTICLE DESCRIPTION: An introduction to the application of e-Business to field service operations... MORE INFO: e-Service for your customers An introduction to the application of e-Business to field service operations... If you're not using the web to provide customers with a higher level of ser... read article... |
|
ARTICLE DESCRIPTION: Supply chain management has sought to create streams of activities linked between producer,customer and supplier that demanded longer-term partnership links to be developed... MORE INFO: Short Term Production Planning And Sustainable Customer Relationships Within Supply Chain ... read article... |
|
ARTICLE DESCRIPTION: The biggest challenge to investing in service solution tools is not necessarily the cost, but the time and effort it takes to implement them and generate the value. MORE INFO: Where To Start? What To Start? How To Start? What Steps To Take? Don't Want To Start: Part 1 The big... read article... |
Editorial - Customer service Article ARTICLE DESCRIPTION: Our theme for this issue of Control is ‘Delighting the Customer’, a phrase that has perhaps been encountered most often in Mission and Vision statements of various companies over recent years MORE INFO: Editorial Our theme for this issue of Control is ‘Delighting the Customer... read article... |
Tops Client Satisfaction Survey - Customer service Article ARTICLE DESCRIPTION: UK-based international logistics service provider, Tibbett & Britten Group, has topped the league for logistics customer satisfaction throughout Europe in an independent client survey. MORE INFO: Tops Client Satisfaction Survey UK-based international logistics service provide... read article... |
Why CRM Might Fail - Customer service Article ARTICLE DESCRIPTION: Many manufacturers are failing to reap the expected rewards from implementing a customer relationship management (CRM) programme and are left wondering why too little groundwork, pre-preparation through activity based cost analysis has been carried out before a CRM strategy is d... read article... |
Exploiting New Technologies in Field Service - Customer service Article ARTICLE DESCRIPTION: When new products are launched on the market, too many European manufacturing companies fail to recognise the opportunities of wrapping new products with a clearly defined after-sales package including extended warranties, accessories, upgrades, parts and service support. MORE... read article... |
|
ARTICLE DESCRIPTION: Before the eleventh of September, the aerospace sector was far more buoyant with stronger order books than commerce in general. MORE INFO: Forging New Links In The Aerospace Supply Chain : Is There A Future For Aerospace's Specialist Suppliers? Before the eleventh of Septembe... read article... |
The Customer at the Heart of the Business - Customer service Article ARTICLE DESCRIPTION: A business strategy has to place the customer at the core of its operation, and accept the growing importance and influence of customers on a business’s success or failure. MORE INFO: The Customer at the Heart of the Business A business strategy has to place the custome... read article... |
After Sales Service - The New Strategic Business Imperative - Customer service Article ARTICLE DESCRIPTION: Modern extended enterprises cannot stake their business on any potentially weak links in their supply chain. In this article Steve Downton argues that a supply network can create service excellence as well as business resilience. MORE INFO: After Sales Service - The New Strate... read article... |
Branch news: South West: Delivering World-Class Customer Service - Customer service Article ARTICLE DESCRIPTION: This event, early on Thursday morning 22nd January, away from the manufacturing environment promised much for those involved in change management, staff motivation and self-managed teams. The environment is practically paperfree, the exception being the initial application docum... read article... |
|
ARTICLE DESCRIPTION: The magnitude of change necessary to provide a customer intimate climate is probably huge and depends on top management researching the impact on their market and sizing the financial prize. MORE INFO: Prospering with Juggernauts - Part 2: Implementing Excellent Customer Servi... read article... |
What the Customer Wants: Making at the Pull of the Customer - Customer service Article ARTICLE DESCRIPTION: In the previous articles in this series we have worked through the first three of the Lean Principles, namely understanding customer value, understanding the capability of a value stream and moving from ‘batch and queue’ to making the product flow through the value s... read article... |
Thank you for searching on Operations Management Articles.co.uk for Customer service Articles (Operations Management) and Papers.