對计价置多大岁 1951 UNIVERSITY OF INTERNATIONAL BUSINESS AND ECONOMCS 客户服务的指标 Element Brief description Typical measurement unit(s) Product The most common measure of customer service.Usually defined as percent in availability stock(target performance level)in some base unit(Le.,order,product,dollars) availability in base units Elapsed time from order placement to order receipt.Usually measured in time Order cycle time units and variation from standard or target order cycle.Note:frequently, product availability and order cycle time are combined into one standard.For Speed and consistency example,"95%of orders delivered within 10 days." Distribution Ability of system to respond to special and/or unexpected needs of customer. Response time to special system flexibility Includes expedite and substitute capability. requests Distribution system Ability of firm's information system to respond in timely and accurate manner Speed,accuracy,and message information to customers'requests for information. detail of response Distribution system Efficiency of procedures and time required to recover from distribution system Response and recovery time malfunction malfunction(I.e.,errors in billing,shipping,damage,claims). requirements Post-sale product Efficiency in providing product support after delivery,including technical Response time,quality of support information,spare parts,or equipment modification,as appropriate. responses Source:James F.Robert G.House,edi.,Distribution handbook,The free press. 王晚东，胡瑞娟王晓东,胡瑞娟 7 Source: James F. Robert G. House, edi.，Distribution handbook, The free press. 客户服务的指标 Response time, quality of responses Efficiency in providing product support after delivery, including technical information, spare parts, or equipment modification, as appropriate. Post-sale product support Response and recovery time requirements Efficiency of procedures and time required to recover from distribution system malfunction (I.e., errors in billing, shipping, damage, claims). Distribution system malfunction Speed, accuracy, and message detail of response Ability of firm’s information system to respond in timely and accurate manner to customers’ requests for information. Distribution system information Response time to special requests Ability of system to respond to special and/or unexpected needs of customer. Includes expedite and substitute capability. Distribution system flexibility Speed and consistency Elapsed time from order placement to order receipt. Usually measured in time units and variation from standard or target order cycle. Note: frequently, product availability and order cycle time are combined into one standard. For example, “95% of orders delivered within 10 days.” Order cycle time % availability in base units The most common measure of customer service.Usually defined as percent in stock(target performance level) in some base unit(I.e., order , product, dollars) Product availability Typical measurement unit(s) Element Brief description