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    CPFRP - MGMT

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    Abhishek K
    The document discusses customer service and channels of distribution. It defines collaborative planning, forecasting, and replenishment as a process that aims to enhance supply chain integration. Customer service is described as a process between buyers, sellers, and third parties that adds value when managed jointly. The document also outlines different levels and elements of customer service, as well as issues to consider. It concludes by describing direct and indirect distribution channels for consumer and industrial goods.

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    CPFRP - MGMT

    Uploaded by

    Abhishek K
    323 views11 pages
    The document discusses customer service and channels of distribution. It defines collaborative planning, forecasting, and replenishment as a process that aims to enhance supply chain integration. Customer service is described as a process between buyers, sellers, and third parties that adds value when managed jointly. The document also outlines different levels and elements of customer service, as well as issues to consider. It concludes by describing direct and indirect distribution channels for consumer and industrial goods.

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    CPFRP –mgmt

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    The document discusses customer service and channels of distribution. It defines collaborative planning, forecasting, and replenishment as a process that aims to enhance supply chain integration. Customer service is described as a process between buyers, sellers, and third parties that adds value when managed jointly. The document also outlines different levels and elements of customer service, as well as issues to consider. It concludes by describing direct and indirect distribution channels for consumer and industrial goods.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    323 views11 pages

    CPFRP - MGMT

    Uploaded by

    Abhishek K
    The document discusses customer service and channels of distribution. It defines collaborative planning, forecasting, and replenishment as a process that aims to enhance supply chain integration. Customer service is described as a process between buyers, sellers, and third parties that adds value when managed jointly. The document also outlines different levels and elements of customer service, as well as issues to consider. It concludes by describing direct and indirect distribution channels for consumer and industrial goods.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 11

    CPFRP Customer Service

    and Channels of
    Distribution

    KSX

    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

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