This document discusses logistics management and customer service. It defines logistics management as planning and implementing effective movement and storage of goods and information from origin to destination. Key aspects of logistics management include transportation, warehousing, inventory control, and management of third-party providers. The document emphasizes that good customer service is essential for logistics operations to run smoothly, and outlines several important elements of customer service like communication, speed, consistency, and order cycle time. It stresses that customer satisfaction and loyalty are important outcomes of quality customer service.

1. ASSIGNMENT
M.MANIMARAN
III BBA “C”
18UD32
LOGISTIC MANAGEMENT

2. INTRODUCTION
 Logistics management is one of nowadays tools to face economic
challenges; it’s a mix of business and core activities of the
organization.
 The supply and distribution activities integrated together form
what’s known as logistics activities.
 The logistics activities within a business organization attempt to
satisfy customers through achieving the time and location related
market challenges.

3. Introduction continue
 Logistics management is the governance of supply chain functions.
 Logistics management activities typically include inbound and outbound
transportation management, fleet management, warehousing, materials handling,
order fulfillment, logistics network design, inventory management,
supply/demand planning, and management of third party logistics services
providers.
 To varying degrees, the logistics function also includes customer service,
sourcing and procurement, production planning and scheduling, packaging and
assembly

4. The logistics management
 Logistics management is a supply chain management component that is used to meet customer
demands through the planning, control and implementation of the effective movement and
storage of related information, goods and services from origin to destination.
 Logistics management helps companies reduce expenses and enhance customer service.
 The logistics management process begins with raw material accumulation to the final stage of
delivering goods to the destination.
 By adhering to customer needs and industry standards, logistics management facilitates process
strategy, planning and implementation.
 Logistics management needs new pattern of thinking based on entropic thinking and nonlinear
thinking which bring together the capacity of unauthenticated developing strategies and
approaching complex problems

5. Customer satisfaction
 Customer satisfaction measures how well the expectations of a customer
concerning a product or service provided by a company have been met.
 Customer satisfaction is an abstract concept and involves factors such as the
quality of the product, the quality of the service provided, the atmosphere of the
location where the product or service is purchased, and the price of the product or
service.
 Businesses often use customer satisfaction surveys to gauge customer
satisfaction. These surveys are used to gather information about customer
satisfaction.

6. Typical areas addressed in the surveys include:
 Quality of product
 Value of product relative to price - a function of quality and price
 Time issues, such as product availability, availability of sales
assistance, time waiting at checkout, and delivery time
 Atmosphere of store, such as cleanliness, organization, and
enjoyable shopping environment.

7. Customer Service Defined
 Customer service is generally presumed to be a means by which
companies attempt to differentiate their product, keep customers
loyal, increase sales, and improve profits.
 Its elements are:
 Price
 Product quality
 Service

8. Customer Service in Logistics Management
 Logistics is a crucial component in the efficiency of many companies. Without a
good logistics plan as part of your supply chain, then getting goods to markets –
or receiving raw goods – becomes a difficult task. But in order for logistics
activities to operate smoothly, there is another crucial component to be
considered:
 customer service.
 Without a good level of communication and an efficient level of customer service,
then any logistics chain will not operate as well as it should. Providing good
customer service and communications as part of your logistics services is essential
to success.

9. Communicate Quickly and
Thoroughly to Build Trust
 Communication and trust go hand-in-hand. When a client sees that you
communicate all information quickly, even when it may be bad news, then they
will realize that they can trust you in every aspect of your relationship.
 Updating clients at different stages of their logistics experience means they know
your company is thorough. While advising a client of a delay may seem like a
negative, it is also good business practice as it enables them to make any
adjustments to their own schedules. Whether dealing with inbound logistics or
outbound logistics, good channels of communication must be a constant factor.

10. Speed
 Speed is not just about how quickly you deliver goods. It is also about how quickly
you respond to customer inquiries.
 In the modern logistics industry, it’s not just about how fast you deliver shipments,
but about how fast you deliver information.

11. Consistency
 Consistency has to be present in how you communicate with customers.
 Always provide a customer with answers, even when you don’t have one.
 That may sound wrong, but if you don’t have an answer to hand, explain to the
customer that you are looking into the matter and will get back to them as soon
as you have a full answer.

12. logistics

13. Most Important Customer Service Elements
 On-time delivery
 Order fill rate
 Product condition
 Accurate documentation

14. Order Cycle Time
 Order cycle time contains the basic elements of customer service
where logistics customer service is defined as:
 the time elapsed between when a customer order, purchase order, or
service request is placed by a customer and when it is received by
that customer.
 Order cycle elements
 transport time
 Order transmittal time
 Order processing and assembly time
 Production time

15. Customer Service Affects Brand Image
 Brands that provide excellent customer service enjoy a
great reputation in the market. When a customer leaves a
bad review about your company or complains about you
on social media, that is a sign of poor customer service.
 Reverse logistics is also becoming an increasingly
important issue. The more products you sell, the more
products customers send back, that’s inevitable.

16.  Reverse logistics is the process of customers returning unwanted goods to a store
or a manufacturer.
 Establishing an effective return system is a valuable tool to improve customer
service, brand image, and competitive advantages while being a valuable source
of information about customer behavior and expectations.

17. Customer Satisfaction and Loyalty
 When customers have a positive experience with a brand,
they won’t have a reason to search the market for better
alternatives.
 Exceptional customer service is a way to retain customers
and create a base of loyal consumers who develop a
relationship with your brand.


18.  Loyal customers become brand advocates who tell their friends
and family about your brand, which results in word-of-mouth
marketing.
 .In the logistics industry, customer satisfaction is especially
important. Even though the whole logistics management process
might seem simple (picking up a delivery and delivering it to its
destination), customer satisfaction comes down to what you can
offer them outside of that simple process.

19. Consider On-Demand Packaging
 Saves space in your warehouses
 Reduces unnecessary clutter
 Can minimize any damage to goods and products
 Offers potential savings in labor
 Gives you the choice to customize labeling and printing on packing materials
 Is more environmentally friendly
 Can offer savings on shipping costs

20. Use Available Resources More Productively
 Set yourself a baseline on which to improve upon. This can be how your company
performed in a certain time period (a period of days such as 30 is better than a
calendar month).
 Do not only analyze your own performance. Where possible, analyze the
performance of your competitors.
 If you identify areas that can be improved, create an action plan and timeframe to
achieve the desired results.
 You action plan should always have achievable results in the set timeframe. Never
set up your employees to fail.
 Identify an efficient way of recording, reporting, and analyzing any changes.

21. Build a Process to Fuel Continual Learning for Employees
 Training for new employees
 Ad hoc training on new processes or systems or any changes
 Scheduled team training to share experiences and solutions
 Specialist off-site training where relevant

22. Strategic process
 Strategic process for providing value-added services to the
customers .
 Ensures trade-offs between cost and service
 Brings harmonious relationship between supply chain members .
 Keeps customer happy and loyal.
 Brings about competitive advantage to the market place, increases
sales, and improves profits.

23. FLEXIBILITY
 the ability to recognize and respond to a customer changing needs.
communications
 easy of order taking, and requeries response.
 time
 usually order fulfilment cycle time.
 dependability
 guaranteed fixed delivery times of accurate, undamaged orders.

24. Thank you