The document discusses logistics management and customer service. It defines logistics as planning, implementing, and controlling the physical flow of materials and finished goods to meet customer needs at a profit. Logistics functions include order processing, inventory management, warehousing, transportation, and information. The objectives of logistics management are inventory reduction, reliable delivery, freight economy, minimizing damages, and quick response. Customer service is defined as measuring the effectiveness of the logistics system in creating time and place utilities for the product. Customer service phases include pre-transaction, transaction, and post-transaction processes.

1. Presentation on
LOGISTICS MANAGEMENT and
CUSTOMER SERVICE
By:
ABDULQADIR
KOITEWALE

2. LOGISTICS DEFINITION
 Definition given by Philip Kotler
“Planning ,implementing and controlling the
physical flows of materials and finished goods
from point of use to meet the customer need at
a profit.”

3. Logistics functions:
 Order Processing
 Inventory Management
 Warehousing
 Transportation
 Material handling and storage system
 Logistical packing
 Information

4. LOGISTICS MANAGEMENT
OBJECTIVES
 Inventory Reduction
 Reliable and consistent delivery performance
 Freight Economy
 Minimum Product damages
 Quick Response

5. CUSTOMER SERVICE:
“Customer service is measure of effectiveness of
logistics system in creating time and place utilities of a
product.”
or
“Customer service is the process for providing significant
value added benefit to the supply chain in cost-effective
way.”

6. Customer Service Phases
Pre-Transaction process:
Customer service factors that arise prior to the actual transaction taking
place
 Customer service policy
 Service Organization
 Structuring service
 Customer education
 System design

7. Transaction Phase:
 Order fulfilment reliability
 Delivery Consistency
 Order convenience
 Order postponement
 Product Substitute

8. Post-Transaction
 Order status information
 Customer complaints, claims, returns.
 Installation, Commissioning, technical snags.
 Customer education and training.

9. Customer service attributes
 Distribution Aspects:
Order processing time
Delivering consistency
Delivery frequency
Stock availability

10. Trading Aspects:
 Credit facility
 Stock financing
 Service support
 Handling convenience