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Course: International Logistics: A Beginner’s Guide to Logistics Management
Order qualifiers and winners
We now turn our attention to the concepts of order qualifiers and order winners, as these represent an important factor in achieving competitive advantage. In each market, customers make purchase …
Balanced scorecard
The balanced scorecard (BSC) is a tool to measure organisational performance that goes beyond financial aspects. The tool has attracted much interest in recent years (Christopher 2016: 265), and is …
Quantitative measurements
In this section of the course, we examine ways of measuring logistics performance – starting with defining quantitative measurements. For the measurement of any system/subsystem, there are usually three steps …
Supplier perspective (cash to cash cycle)
The supplier’s perspective of the lead time is the cash to cash cycle, ie how long it takes to convert an order to cash. In other words, it’s the pipeline …
Customer perspective (order to delivery cycle)
The customer’s perspective – which is the order to delivery cycle – is divided into sub-stages. These sub-stages are commercial, materials, assembly, distribution and installation lead times, as represented in …
Defining lead time
At this point in the week, we explore the issue of lead time. Lead time can be defined as the elapsed time from order to delivery. It’s a crucial competitive …
Objectives and Cost-Benefit Analysis of Customer Service
To measure and monitor the service delivered to customers, there are three main aspects of the ‘perfect order’: these are ‘on-time’, ‘in-full’ and ‘error-free’. To calculate the service level, each …
Customer service
Building on the previous step, we now focus on the concept of customer service, which is essential for customer retention and achieving competitive advantage. Customer service is the interaction of …
Dimensions of service quality
In the last step, we covered the eight dimensions of product quality – but there’s also a service quality aspect, which we’ll explore in this step. Parasuraman, Zeithamel and Berry …
These articles are from the online course:
International Logistics: A Beginner’s Guide to Logistics Management