8/12/2019 S07_M5_.pdfT!T!,T!___](

1/3

D.R. Universidad TecVirtual del Sistema Tecnolgico de Monterrey, 2014 1

PGIT1

Objetivos

Logsticos deServicio al Cliente

PGIT

Jos M. Snchez

PGIT

Agenda

Service definition.

Definition of services: key issues.

The logistics service package.Components of the service package

Measuring service performance.

PGITPGIT

El tipo correcto de material

En la cantidad correcta

En el lugar correcto

En el momento apropiado

Por el coste correcto cada vez es ms necesarioaadir un sexto concepto:

Realizar la entrega con el servicio a medida

Generalmente involucra las actividades para conseguir:

Qu es Logstica?

PGIT

Logistics Customer ServiceDefined

Its elements are: Place, time, quantity

Product quality

Price and profitability

It is an integral part of the marketink mixof: Price

Product

Promotion

Physical Distribution

Customerservice here

CR (2004) Prentice Hall, Inc.

PGIT

Common Customer ServiceComplaints

4-5CR (2004) Prentice Hall, Inc.

PGIT

Measuring Service Preformance

Percent of sales on backorder

No. Of stockoutsPercent of on-time deliveries

No. Of inaccurate orders

Order cycle time

Fill rate--% of demand met, % of ordersfilled complete, etc.

Most comprehensive

CR (2004) Prentice Hall, Inc.

8/12/2019 S07_M5_.pdfT!T!,T!___](

2/3

D.R. Universidad TecVirtual del Sistema Tecnolgico de Monterrey, 2014 2

PGIT

Service Definition

A service is an act ivi tyor series of act ivi t ies

o f more or less intangib le naturethat

norm ally, but not necessari ly, take place ininteract ionsbetweencustomerand service

employeesand /or phys ical resources or

goods and/or systems of the service provider,

wh ich are prov ided as so lu t ions to customer

problems.

Gronroos ,1990

PGIT

Service Definitions

A Service is a Time-perishable, IntangibleExperience Performed for a Custom er Act ing

in the Role of a Co producer .

(Fitzsimmons, 2004)

PGIT

Definition of ServiceKey Issues

Intangibility of the service.

Simultaneous production andconsumption.

Special challenges for operations:

Product VS Services.

Interactions and customer acting

as a Co Producer.

Difficulty in defining and measuring

quality.

ManagementOperationsChallenges

PGIT

Components of the Service Package

Supporting Facility.

Facilitating Goods.

Explicit Services.

Implicit Services.

Information.

PGIT

The Service Package

Supporting Facility: The physical resourcesthat must be in place before a service canbe sold. Examples are warehouses,factories, trucks, IT.

Facilitating Goods: The material purchasedor consumed by the buyer or itemsprovided by the consumer. Examples arehandling mtls, auto parts, legal documents,plant capacity.

PGIT

The Service Package (cont.)

Explicit Services: Benefits readilyobservable by the senses. The essential or

intrinsic features. Examples are quality ofservice, attitude of logistics personnel, on-time departure or delivery.

Implicit Services: Psychological benefits orextrinsic features which the consumer maysense only vaguely. Examples are privacy ofloan office, security of a well lightedparking lot.

8/12/2019 S07_M5_.pdfT!T!,T!___](

3/3

D.R. Universidad TecVirtual del Sistema Tecnolgico de Monterrey, 2014 3

PGIT

The Service Package (cont.)

Information: Operations data or informationthat is provided by the customer to prepare an

efficient and customized service. Examplesare product records, space requirements on aflight, customer buying preferences.

PGITPGIT

El tipo correcto de material

En la cantidad correcta

En el lugar correcto

En el momento apropiado

Por el coste correcto cada vez es ms necesarioaadir un sexto concepto:

Realizar la entrega con el servicio a medida

Generalmente involucra las actividades para conseguir:

Qu es Logstica?