CHAPTER3需求管理、订单管理和客户服务Demand Management, OrderManagement, and Customer Service
CHAPTER 3 需求管理、订单管理和客户服务 Demand Management, Order Management, and Customer Service
学习目标Learning ObjectivesTo understand demand forecasting's role inlogisticsmanagementTo understand the order cyle and its role inlogistics managementTo understand the dimensions of customer serviceTo examine the establishment of customer serviceobjectivesTo describe the measurement and control ofcustomer service3-2
3-2 学习目标 Learning Objectives To understand demand forecasting's role in logistics management To understand the order cyle and its role in logistics management To understand the dimensions of customer service To examine the establishment of customer service objectives To describe the measurement and control of customer service
Key TermsBenchmarking标杆管理因果预测Cause-and-effect(associative)forcastingCollaborative planning forecasting andreplenishment(CPFR）协作计划、预测和补货Customersatisfation客户满意Customerservice客户服务Demandmanagement需求管理Judgmentalforecasting主观判断预测Make-to-order按订单生产Make-to-stock按库存生产Ordercycle订单周期3-3
3-3 Key Terms Benchmarking 标杆管理 Cause-and-effect(associative)forcasting 因果预测 Collaborative planning forecasting and replenishment(CPFR) 协作计划、预测和补货 Customer satisfation 客户满意 Customer service 客户服务 Demand management 需求管理 Judgmental forecasting 主观判断预测 Make-to-order 按订单生产 Make-to-stock 按库存生产 Order cycle 订单周期
Key TermsOrder delivery订单递送Order fill rate 订单履行率Order management 订单管理订单抹货与组合Order picking and assemblyOrder processing 订单处理Order transmittal 订单传输Order triage 订单类选Pick-to-Light technology 按灯抹选技术servicerecovery服务补救Time series forecasting时间序列预测Transit time运送时间3-4
3-4 Order delivery 订单递送 Order fill rate 订单履行率 Order management 订单管理 Order picking and assembly 订单拣货与组合 Order processing 订单处理 Order transmittal 订单传输 Order triage 订单类选 Pick-to-Light technology 按灯拣选技术 service recovery 服务补救 Time series forecasting 时间序列预测 Transit time 运送时间 Key Terms
3.1 Demand Management需求管理3-5
3-5 3.1 Demand Management 需求管理