Logistics Relationship

& Approaches to
Logistics Customer
Service Strategy
LOGISTICS
RELATIONSHIP
LOGISTICS RELATIONSHIP: TYPES OF
RELATIONSHIP
• Continuum of buyer-seller relationships
• Transactional, Value-added & Collaborative
exchanges
The Relationship Spectrum

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LOGISTICS RELATIONSHIP: TYPES OF
RELATIONSHIP

TRANSACTIONAL COLLABORATIVE VALUE ADDED

EXCHANGE EXCHANGE EXCHANGE
 centers on the  features very close  Value-Added
timely exchange of information, social, Exchanges fall
basic products for and operational between
highly competitive linkages as well as Transactional and
market prices. mutual Collaborative
 Anynomous and commitments made Exchanges
automatic. in expectation of  The selling firms
long-run benei ts. shifts from just
 Minimal personal
relationship attracting customers
to keeping them. 4
APPROACHES TO
LOGISTICS CUSTOMER
SERVCE STRATEGY
FRAMEWORKS FOR DEVELOPING SUCH A
STRATEGY
IDENTIFY KEY COMPONENTS OF LOGISTICS
CUSTOMER SERVICE AND DETERMINE THEIR RELATIVE
IMPORTANCE TO CUSTOMERS.

IDENTIFY FIRM’S ABILITY TO PROVIDE THOSE

COMPONENTS OF LOGISTICS CUSTOMER SERVICE
TO CUSTOMER.

DESIGN A LOGISTICS CUSTOMER SERVICE PACKAGE

APPROPRIATE TO EACH KEY CUSTOMERS.

ESTABLISH A LOGISTICS CUSTOMER SERVICE

MANAGEMENT AND CONTROL SYSTEM TO ENSURE
QUALITY SERVICE PROVISION.
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LOGISTICS CUSTOMER SERVICE
STRATEGY: REACTIVE AND PROACTIVE

REACTIVE PROACTIVE
…TO A SERVICE … TO SATISFY A
FAILURE CUSTOMER’S NEEDS
POSSIBLE POSSIBLE TECHNIQUES:
TECHNIQUES:  SERVICE
 COMPLAINT ANALYSIS QUALITY/”GAPS” MODEL
 MEDIA  BALANCED
 CRITICAL INCIDENT SCORECARD
TECHNIQUE  SCOR MODEL 7

 BENCHMARKING