Please use this identifier to cite or link to this item:
Title: Increasing Customer Satisfaction Through the Integration of Customer &Commercial Logistics Processes
Authors: Lauras, Matthieu 
Humez, Vérane 
Okongwu, Uche 
Dupont, Lionel 
Issue Date: 2007
Publisher: University of the Thai Chamber of Commerce
Source: Matthieu Lauras, Vérane Humez, Uche Okongwu, Lionel Dupont (2007) Increasing Customer Satisfaction Through the Integration of Customer &Commercial Logistics Processes.
Conference: Proceedings of the 2nd International Conference on Operations and Supply Chain Management 
Abstract: Customers are more and more demanding regardingfirms’ services or products. In today’s highly competitivebusiness environment, they need to go beyond orderqualifiers such as price, delivery lead time and productquality, to develop order winners that are related tocustomer service. This can be achieved by developing andmonitoring the performance of the "Customer andCommercial Logistics (C2L)" processes. C2L includes allthe processes involved in managing customerrelationships and flow of orders. We focus on the OrderManagement activity, which probably constitutes themain component of C2L. The first part of this paper willdiscuss it and present the issue of its integration in theOrder Fulfilment Process (OFP). In order to enhance theaccuracy of order promising and the reliability of orderfulfilment, the advanced ATP (AATP) function hasincreasingly attracted the attention of the supply chainmanagement research community. The interactionbetween entities is crucial to the success of the OFP. Theaim of this paper is to present a methodology, based onexisting research, to manage bulk orders. This preliminaryresearch should lead to the development of a specificAATP based on a multi-criteria analysis.
Rights: This work is protected by copyright. Reproduction or distribution of the work in any format is prohibited without written permission of the copyright owner.
Appears in Collections:conference_item

Files in This Item:
File Description SizeFormat 
2097fulltext.pdf109.23 kBAdobe PDFThumbnail
Show full item record Recommend this item

Google ScholarTM


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.