Practical issues of customer service within a distributionenvironment are reviewed, with particular reference to the developmentof a structured approach to achieving satisfactory, coordinated andcompetitive levels of performance from the organisation as a whole. Somecommon management mistakes are discussed. The importance of customerservice is reviewed together with the objectives of the distributionfunction. The use of a distribution grid and process analysis isproposed. Finally some practical hints are given.
International Journal of Physical Distribution & Logistics Management – Emerald Publishing
Published: May 1, 1991