個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
Customer Service
內容大綱
Introduction to Supply Chain Management, published by Business Expert Press in February 2013, is a ten-chapter book written by Edmund Prater, Professor of Operations and Logistics and the University of Texas at Arlington. Developed for students of supply chain management, executives seeking a primer, and practitioners, the text offers an overview of SCM and provides a framework for subsequent, more detailed study. The book reviews the evolution of SCM concepts and discusses trends in global markets and strategic competitiveness. It focuses on the major issues involved in managing a competitive supply chain including forecasting, inventory management, distribution, dealing with uncertainty, reverse logistics, and customer service. In Chapter 8, the concept of customer service is introduced as dimension of supply chain management. The scope of customer satisfaction is discussed and service quality is explored. Methods for measuring and managing performance, including the balanced scorecard concept, are examined.