Chapter Objectives
• Introduce customer service as an SCM concept
• Discuss customer satisfaction
• Explore service quality
• Consider how to measure and manage performance
• Examine the balanced score card concept
William Davidow and Bro Uttal in their book, Total Customer Service, state that “the war of business has shifted onto a new battle ground ... The spoils will go to those few companies that both perceive the need for outstanding service and take the steps necessary to delivery it.” Many companies have embraced the idea that they need to focus on customer service. What they have neglected are the actions necessary ...
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