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Title: Reengineering of Sales Documentation for a Responsive Customer Satisfaction
Authors: Lucero, Elnora T. 
Issue Date: 2007
Publisher: University of the Thai Chamber of Commerce
Source: Elnora T. Lucero (2007) Reengineering of Sales Documentation for a Responsive Customer Satisfaction.
Conference: Proceedings of the 2nd International Conference on Operations and Supply Chain Management 
Abstract: All organizations’ secret to business success is by doing agood job focused on customers. Unable to do so meansfailure. Competitive advantage is anchored at the SalesFunction, involving Marketing, Field Sales, andDistribution. This, being the first bastion of control forrevenue generation, together with anticipated demand andcapacity cushion, steers up production quota. Everythingthen is dependent upon sound information system,whether incoming/outgoing data or information, that has adomino effect throughout the supply chain.“Reengineering becomes a useful technique when wewant to search for shortcoming”1 in a widespread breadthand addresses responsiveness (time leverage with respectto cycle time and velocity when a server responds to acustomer, both internal and external). Surveys, historicaldata review, interview, observation, motion and timestudy, simulation of the experimental set-up (non-existentlocation of document control number), systems and valueanalysis, kanban system, and extended production andinventory implications review were beneficial to thisstudy. Findings show that the Control Number Locationof a Document is better when located at the Lower RightCorner of a page. Each document design (purely manualbut shall set the baseline for any automation) shall servemultiple solutions (with tracking system and crossreferencing).Non-value added moves and transport backtrackingor even redundant tasks were reduced to theminimum. The previous stressful Sales Department hasbeen transformed into a place where career (not ordeal)prospers. Its effectiveness is eminent in the appreciationand satisfaction (perception less expectation) of customersthat is neither dictated nor demanded but spontaneouslyreflected.
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.
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