Logistic and related customer service issues...
Companies often regard logistics as a cost issue and target logistics
managers on maintaining, if not reducing, current operating costs.
They often ignore or underplay the key role of logistics and the
supply chain across the business in achieving excellence in customer
service - except when there is a crisis.
Customer service in logistics is a source of competitive advantage
in business precisely because so few companies give it any importance
or value.
Success in this field comes from developing an integrated programme.
There is a need to understand what your customers want from customer
service and to understand key trends in logistics in your sector.
It also helps to understand how you perform relative to your competitors,
and to find ways in which you can improve. Measuring customer service
without understanding how your customer's measure it could divert
your business from achieving true competitive advantage. Businesses
need to align themselves closely with their customers if they are
to exploit opportunities more effectively whatever current market
conditions.
Bisham provides a practical route to improving customer relationship
management in logistics. We believe that an effective and efficient
supply chain requires that all areas of the enterprise be involved.
Decisions taken to change a supply chain must take into account
the impact on the commercial, operational, IS/IT, HR, financial,
forecasting and purchasing divisions. A change in any aspect of
a company’s supply chain that does not take into account the
customer service proposition will deliver sub-optimal results.
We can also undertake full benchmarking programmes, be they internal,
competitive, industrial, functional, generic or process driven.
Our 5-step programme delivers results that can be trusted.
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