Customer Service and theSupply ChainAPICS CENTRAL PENN CHAPTER

DAVID W. MESSNER, MBA

Customer Service

Begins and Ends with the Customer

Customer identifies a want or need - VOC

Customer communicates that want/need to an organization

Organization builds product/service according to customer expectations

Organization delivers the product/service to the customer

Customer consumes the product/service

Customer should give feedback to the organization - VOC

The Who

“Brains on Fire” by Robbin Phillips, et al

A lot of companies that concentrate all their efforts in the area of technology seem to take the human element out of the equation. But the focus of

business is not – and never should be – technology. Rather, it always has been, and always will be, about people.

External – The Market

Internal – The Providers

Stakeholders – The Audience

The How “Performance Leadership” by Frank Buytendijk

◦ Alignment of Self, Self-perception, and External perception

Communication – open/honest and two-way

Know yourself and audience - SWOT

Knowledge/Skills – both process and effect

Willing to serve and be served

The Return

Customer Experience Management

Open and Honest

Two-way

Quantitative and Qualitative

Word of Mouth Marketing

APICS Commitment APICS Vision StatementAPICS—the world’s leading community for end-to-end supply chain excellence.

APICS MissionFostering the advancement of end-to-end supply chain management through a body of knowledge, innovative research, systems, and methods to create value for customers, members, and organizations

www.apics.org

www.apicsmidatlantic.org

www.apics-cp.org

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