1. Andary A Munita Hanafiah
CUSTOMER SERVICES
Andary A Munita Hanafiah

2. Three C’s
CUSTOMER
VALUE
COST DIFFERENTIAL
COMPANY
COMPETITOR

3. Activity Performance Phil.Of Mngt.
Definition And Scope
Process For Providing Significant Value-added Benefits To The Customer In An Efficient Way
Activity Performance Phil.Of Mngt.
Process Efficient Customer- Focused

4. Stage Of Process
Pre Transaction
Transaction
Post Transaction

5. Pre Transaction Relate To Corporate Policies Or Program:
Written Customer Service Policy
Accessibility
Organization Structure
System Flexibility

6. Indicator Performance Pre Transaction
Stock Availability
Target Delivery
Response Time To Queries

7. Inventory Availability Order Status Information
Transaction
Concern With Customer Service Variable Directly Involve In Performing The Services
Order Cycle Time
Inventory Availability
Order Fill Rate
Order Status Information

8. Indicator Performance Transaction
Order Fill Rate
On Time Delivery
Back-orders
Shipment Delay
Product Substitutions

9. Post Transaction
Elements That Are Generally Supportive Of Product While In Use
Availability Of Spare Part
Call-out Time
Product Tracing/warranty
Customer Complaints, Claims, Etc.

10. Indicator Performance Post Transaction
First Call Fix Rate
Customer Complaints
Returns/claim
Invoice Error
Service Part Availability

11. Conform To Specification
Quality ?
Fitness for Use
Conform To Specification

12. Dimension of Service Quality
Tangible
Appearance of physical facilities, equipment, personnel, and communication material
Reliability
Ability to perform the promised service dependability and accurately
Responsiveness
Willingness to help customers and provide prompt service

13. Dimension of Service Quality
Security
Freedom from danger, risk, or doubt
Access
Approachability and ease of contact
Communication
Keeping customers informed in language they can understand and listening to them
Understanding the Customer
Making the effort to know customers and their needs

14. Documentation Quality Order Status Information
Service Standard
Order Cycle Time
Stock Availability
Order Size Constraint
Ordering Convinience
Frequency Of Delivery
Delivery Realibility
Documentation Quality
Claims Procedure
Order Completeness
Technical Support
Order Status Information

15. Composite Service Index
Aggregat’s Indicator Of Customer Service That Can Be Used As A Management Tool
CSI = Sum Of ( Iw X Pl)
Iw : Importance Weight Of Service Element
Pl : Pereformance Level Of Service Element

16. Focused On Customer Customer Needs
Product Become Worth Due To Services Has Added Value To The Core Product
Product And Services Become Meaningful Only When Its Available And Positioned From The Customer’s Perspective At The Time And Place Required

17. Service Surround
SERVICE
SURROUND
CORE
PRODUCT

18. Customers’ Service Need
Identify The Key Component Of Customer Service
Establish The Relative Importance Service Components
Identify Cluster Of Customer

19. Setting Customer Service Priorities Profit Contribution
LOW HIGH
SEEK COST PROVIDE HIGH
REDUCTION AVAILABILITY
REVIEW JIT DELIVERY
H I GH
L OW
VOLUME
PROFIT CONTRIBUTION

20. Customer Service Leads To Perfect Order Performance
Types Of Service
Basic Services
Customer Service Program Upon Which A Firm Builds Its Fundamental Business Relationship
2. Zero Defect Services
Customer Service Leads To Perfect Order Performance
3. Value Added Services
Unique/specific Activities That Firm Can Jointly Work Out To Increase Effectiveness And Efficiency

21. I. Basic Service Capability
Basic Capability To Satisfy The Customers
Availability Performance Reliability

22. Capability to have goods (inventory) when it is desired by a customer
A. Availability
Capability to have goods (inventory) when it is desired by a customer
Operating Safety
Stock Stock

23. Measurement Of Availability
Stock Out Frequency
How Many Times Demand for Specific Product Exceeds Stock Available.
Fill Rate
Number of Goods That Could Not Be Fulfill Promptly
Orders Shipped Complete
Number of Order That Could Be Fulfill Completely and Promptly

24. B. Operational Performance
Capability To Give The Services To The Customers Measured By:
Speed
Consistency
Flexibility
Mulfunction/recovery

25. Elapsed Time From When An Order Is Placed Untill Shipment Arrival
Speed
Elapsed Time From When An Order Is Placed Untill Shipment Arrival

26. Compliance To Delivery Commitment Over Time
Consistency
Ability To Perform Orders At The Expected Delivery Time Over A Large Number Of Performance Cycle
Compliance To Delivery Commitment Over Time

27. Flexibility
Ability To Handle Extraordinary Customer Service Request Caused By:
Modification In Basic Service Arrangement
Support Of Unique Sales/ Marketing Program
New Product Introduction
Product Phase Out
Disruption In Supply
Product Recall
Customization

28. Mulfunction/Recovery
Ability To Prevent Mulfunction Or To Prevent/ Accommodate Special Situation
Contingency Plans

29. C. Reliability
Ability To Comply Planned Inventory Availability And Operational Performance

30. II. Value Added Services
Customer focus services
Promotion focus services
Manufacturing focus services
Time focus services
Basic services

31. Competitive Service Strategy
Cost Leadership
Seeking Out Low Cost Customer
Standardizing a Custom Service
Reducing the Personal Element in Service Delivery
Reducing Network Cost
Taking Service Operation Off-line
Differentiation
Making the Intangible Tangible
Customizing the Standard Product
Reducing Perceived Risk
Giving Attention to Personnel Training
Controlling Quality
Focus

32. Challenge For Manager Low Labor Intensity High Labor Intensity Hiring
Capital Decision
Technological Advances
Managing Demand
Scheduling Service Delivery
High Labor Intensity
Hiring
Training
Methods Development and Control
Employee Welfare
Scheduling Workforces
Control of Far-flung Geographical Location
Setup of New Unit
Managing Growth

33. Challenge For Manager Low Interaction/customization
Marketing
Service Oriented
Attention to Physical Surrounding
High Interaction/customization
Fighting Cost Increases
Maintaining Quality
Reacting to Consumer Intervention in Process
Managing Advancement of People Delivering Service
Gaining Employee Loyalty