Physical distribution management

1. Customer
Services

2. Customer Services
Competitiveness
 Customer services is as set of activity and
programs designed and implementing by a
business firm to make the buying experience
more rewarding.
 Theses activities enhance the value of
product or services customer get from the
seller.
 Customer based on their evaluation and their
perception

3. Customer Perception Cues
 Competence- information provided by the firm through website,
manuals, offers of the firms
 Reliability- delivery of product as per term of time, place , and
quality.
 Representativeness- timely responses on customer call, e-mail,
fax etc. and resolve problem or complaints during three phases
of transaction ( pre-trns-post phases)
 Transaction security- confidential of customer information.
 Trust worthiness – built through reliability, policies, warrantees
and guarantee
 Access- customer have access to information about the
products and services before placing order.

4. Gapes of Customer Perception
 Communication-
 Standards adopted
 Services Delivery
 Customer knowledge

5. Services
Required In
Transaction
Phase

6. Post- Transaction Phase
Order status Information
Customer Complains, Claims, Returns
Installation, Commissioning, Technical stages
Customer Education and training
Transaction Phase
Order Fulfillment Reliability
Delivery Consistency
Order Convenience
Order Postponement
Product Substitute
Pre-transaction Phase
Customer services Policy
Customer organization
Structuring services
Customer education
System design

7. Pre-Transaction Phase
 Customer services policies- performance
measure, evaluation method, reporting structure,
and the reward structure.
 Organization building- supporting structure,
delegate authority, allocate responsibility
 Structuring services- based on customer
services, and industry standards
 Customer education- minimize customer
complaints, maintain cost of all transaction.
 System Design- responsiveness to customer
requirements.

8. Transaction Phase
 Order fulfillment reliability- delivery on timely
with agreed quantity and quality.

 Delivery consistency- delivering all products or
services on time.
 Order conveniences- paperwork like terms of
payment, communication network,
 Order postponement- rescheduling the order
placement on customer end or supplier end.
 Product substitutes- substitute product( change
in size, quality etc.) but on same terms and
conditions.

9. Post-Transaction Phase
 Order Status Information- continuously
feedback on the status of shipment
 Customer Complaints- products may not
perform as per the functional requirement, client
may gotten the wrong consignment.
 Product Installation- firms have a set-up new
department for after- sales services.

 Customer education- training workshops or
product manuals.

10. Customer
Services
Attribution

11. Customer Services
Attributes
Distribution
Aspects
Order Processing Time
Delivery Consistency
Stock Frequencies
Stock Arability
Trading
Aspects
Credit Facility
Stock Financing
Services Support
Handling Conveniences