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Definitive Guide to Order Fulfillment and Customer Service, The: Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations

By CSCMP, Stanley E. Fawcett, Amydee M. Fawcett

Published by Pearson FT Press

Published Date: Jan 27, 2014


This is the most authoritative and complete guide to planning, implementing, measuring, and optimizing world-class supply chain order fulfillment and customer service processes. Straight from the Council of Supply Chain Management Professionals (CSCMP), it brings together up-to-the-minute knowledge and best practices for all facets of order fulfillment and customer service process management, from initial customer inquiry through post sales service and support. CSCMP and contributor Stanley Fawcett introduce crucial concepts ranging from customer order cycles to available-to-promise and supply chain RFID to global order capture networks.


The Definitive Guide to Order Fulfillment and Customer Service imparts a deep understanding of each crucial process, helping readers optimize your most important customer contacts. Coverage includes:

  • Basic concepts of order fulfillment and customer service, and their essential roles in meeting customer expectations
  • Key elements and processes in order fulfillment and customer service, and interactions amongst them
  • Principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes
  • The critical role of technology in managing order fulfillment and customer service processes
  • Requirements and challenges of global order fulfillment and customer service processes
  • Best practices for assessing the performance of order fulfillment and customer service processes using standard metrics and frameworks

For all supply chain and operations managers, students, and other business professionals and decision-makers who are concerned with order fulfillment or customer service.

Table of Contents

Chapter 1  Meeting Customers’ Real Needs: The Nature of Service System Design    1
Meeting Customers’ Real Needs     3
   Today’s Dual Customer Challenge     3
Creating Customer Value    7
   Cost     9
   Quality     9
   Delivery     10
   Responsiveness     11
   Innovation     12
   Total Order Performance—A Synergistic Approach    13
Contributing to Customer Satisfaction     15
   Customer Service Strategies     17
   Customer Satisfaction Strategies    18
   Customer Success Strategies    21
Service System Design     23
   Touch Points     24
   Orchestration     24
   Value Gaps     25
   Loyalty and Competitive Advantage    27
Conclusion     29
Endnotes     30
Chapter 2  Fulfilling Orders: The Nature of Modern Order Cycle Management     35
Fulfilling Orders     38
The Deliverables of an Order Fulfillment System     39
   Product Availability     40
   Timely Delivery     41
   Transparent, Reliable Service     43
   Service Recovery     43
   Efficient Operations     45
The Details of an Order Fulfillment System     45
   Mapping the Order Delivery Cycle: The SCOR Model    46
   Providing Postsales Customer Service     52
The Cost of Order Fulfillment Failures    54
   The Cost of Stockouts     55
   The Cost of Supply Chain Glitches     57
Conclusion     58
Endnotes    59
Chapter 3  Developing a Winning Customer Fulfillment Strategy    63
Developing a Winning Customer Fulfillment Strategy    66
Managing Customer Relationships for Profitable Growth     66
Managing Transactional Relationships    67
Managing Strategic Alliances     69
   Phase 1: Internal Planning     72
   Phase 2: Collaborative Planning     72
   Phase 3: Day-to-Day Management    73
   Relationship Takeaways for Fulfillment Strategy Design     74
Segmentation Tools and Techniques     77
   ABC Classification    77
   Customer Profitability Analysis     82
Tailored Logistics: The Right Service for Each Customer Segment    89
Conclusion    91
Endnotes     92
Chapter 4  Configuring the Network for Successful Fulfillment     95
Configuring the Network for Successful Fulfillment     97
   The Nature of Network Configuration     99
Systems Thinking and Order Fulfillment Configuration    115
Global Implications for Network Configuration     118
   Compatibility    119
   Configuration     120
   Coordination     120
   Control     121
   Continuity     121
Conclusion    123
Endnotes     124
Chapter 5  Implementing an Enabling Technology Strategy     131
Implementing an Enabling Technology Strategy     134
The Nature of Information-Technology Enablement     136
   A Closer Look at Connectivity     138
   A Closer Look at Willingness     140
Moving Toward Information Enablement     142
   Understanding Investment Patterns     142
   Following a Proven Path     145
Pieces of the IT-Enablement Puzzle     149
   Customer Relationship Management Systems     155
   Order Processing Systems    159
Conclusion     162
Endnotes    164
Chapter 6  Assessing Performance for Success and Improvement     171
Assessing Performance for Success and Improvement    174
The Nature and Power of Performance Measurement    175
   Measurement Informs Understanding    176
   Measurement Motivates Behavior    176
   Measurement Drives Execution     177
Measurement Practice—Understanding the Big Picture    178
   Holistic Process and Supply Chain Measurement     180
   Customer-Centric Measurement    187
   Balanced Scorecards    188
Measurement Practice—Delving into the Details     194
   Product Availability     196
   Order Cycle Time    198
Conclusion     201
Endnotes     202
Index    207

The most authoritative, up-to-the-minute guide to planning, running, measuring, and improving supply chain processes related to order fulfillment and customer service

Purchase Info

ISBN-10: 0-13-345386-3

ISBN-13: 978-0-13-345386-7

Format: Book

$79.99 | Free Ground Shipping.

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