KNOWLEDGE LIBRARY

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12Jun

Unit Fill Rate (UFR)

The unit fill rate (UFR) for an item is the portion of the total number of units...

27Jun

Warehouse Occupancy Percentage

Optimal storage utilization helps enforce healthy inventory management. In our early work with Honda their...

02Jun

Efficient Procurement Inventory

Efficient procurement inventory (EPI) is often required to realize steep discounts when a special opportunity...

26Jun

Inventory Activity Profiling & Data Mining

Suppose you were sick and went to the doctor for a diagnosis and prescription.  When...

27Jun

Inventory Performance Measures

Inventory performance measures include financial, productivity , quality, and response time indicators for evaluating the efficiency and...

High Cost of Disappointed Customers

Most organizations underestimate the harm done by poor customer service.  Consider the following aspects of customer behavior:

 

·       The large majority of the reasons customers leave has nothing to do with product. It has to do with service.

·       The large majority of dis-satisfied customers don’t complain; they just leave.

·       Dis-satisfied customers tell twice as many people about their dis-satisfaction than satisfied customers.

 

Dis-satisfaction is rooted in un-met expectations. One of the most important aspects of customer service is managing customer expectations and developing a profitable customer service policy that the supply chain can reasonably support.

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