CPFRP Customer Service

and Channels of
Distribution

- ABHISHEK

CPFR-P

Collaborative Planning
Forecasting
Replenishment
PROCESS

Is a concept that aims to enhance supply

chain integration by supporting and

assisting joint practices.
CPFR seeks cooperative management of

inventory through joint visibility and

replenishment of products throughout the
supply chain.

CUSTOMER SERVICE
A process which takes place between the
buyer, seller and third party.
Process Value Addition
Value Addition long term or short term
The benefits of Value Addition are shared

amongst each partners.

CUSTOMER SERVICE AND LEVELS OF

PRODUCTS
Customer Service Customer Satisfaction
Customer Service as an:
ACTIVITY
PERFORMANCE MEASURES
PHILOSOPHY

ELEMENTS OF CUSTOMER SERVICE

Time - order cycle time, replenishment time,

order lead time (shipment, processing and

preparation)
Dependability
Communications order filling area (Internet
enabled communication), 2 way process
Convenience flexible, recognize customer
requirements

CUSTOMER SERVICE ISSUES

What do customers feel about present levels of

service?
Do their perceptions match up with ours?
How do our services compare to those of our
competitors?
Is it possible to segment our customers?
Can we produce same levels of service?
Can improved customer service be used as a
strategic weapon?
How important is service compared to other
elements of the marketing mix?
Are we using appropriate measures and standards to
monitor our services?
- JOHN C. COYLE

DIFFERENT CHANNELS OF DISTRIBUTION

Direct distribution channel

Indirect distribution channel

DIRECT DISTRIBUTION CHANNEL

INDIRECT DISTRIBUTION CHANNEL

CONSUMER GOODS
(a) Producer consumer
(b) Producer retailer consumer
(c) Producer wholesaler retailer

consumer
(d) Producer agent retailer consumer
(e) Producer agent wholesaler
retailer consumer

INDUSTRIAL GOODS
(a)Producer user
(b)Producer industrial distributor

user
(c)Producer agent user
(d)Producer agent industrial
distributor user