Sanjivani College of Engineering, Kopargaon

Department of MBA

203- Operation Management

Customer Service
Presented By

Dr. Niraj Chaudahri

Assistant Professor,
Sanjivani College of Engineering ,
Dept.of MBA,
Kopargaon

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 Customer service

• Referrals & Testimonials

• Returning customers
• Customer lifetime value
• Customers customer

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 SCM & Customer Service Linkages

• Product flow
• Information flow
• Technology flow
• Consideration

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 Availability
• The current inventory availability at the node/item
level is used to compute inventory performance cost,
including estimating key factors like weeks of supply.
• This content should be provided regularly to see up-to-
date cost estimates to influence node selection early in
the optimization process. This data feed expects
beginning-of-the-day numbers.
• Inventory availability is equal to inventory on hand
supply minus allocated demand. The safety stock
should not be considered when computing inventory
availability.
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 Service Reliability
• Reliability refers to the probability that the system
will meet certain performance standards in yielding
correct output for a desired time duration. Reliability
can be used to understand how well the service will
be available in context of different real-world
conditions
• Similar to Availability, the Reliability of a system is
equality challenging to measure. There may be
several ways to measure the probability of failure of
system components that impact the availability of
the system

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Availability vs Reliability

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 Perfect Order

• A perfect order from a supplier is one that

contains the right product or service being
delivered to the right customer and right place:
• At the right time (100% on-time delivery)
• In the right quantity (100% fill rate)
• In the right condition and packaging (100%
“quality” related to fulfillment)
• With the right documentation (increasingly
electronic)
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 Customer Satisfactions

• Customer satisfaction is defined as a

measurement that determines how happy
customers are with a company’s products,
services, and capabilities. Customer
satisfaction information, including surveys
and ratings, can help a company determine
how to best improve or changes its products
and services.
• An organization’s main focus must be to
satisfy its customers.
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Customer Satisfactions

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 Enablers of SCM

• Plan
• Source
• Make
• Delivery
• Return

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 Facilities

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 Inventory

• As part of the supply chain, inventory

management includes several different
aspects such as controlling and overseeing
purchases from suppliers and customers,
maintaining the storage of stock, controlling
the amount of product for sale and order
fulfillment. ... Storing inventory - inventory
is stored until needed.

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 Inventory

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Transportations

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Information Flow

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 Sourcing

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 Pricing

• Buyers view
• Sellers view
• Profit margins
• Sales volumes
• Positions in markets
• Market share
• Loss leaders

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