Dr. Frazelle teaches the five steps to optimize supply chain service service. Step 1 is customer valuation and segmentation, allowing us to prioritize customers for service. Step 2 is SKU valuation and segmentation, allowing us to prioritize SKUs for support. Step 3 is order valuation and segmentation allowing us to appropriately price orders for delivery. Step 4 is the crafting and implementation of a supply chain service policy. Step 5 is monitoring supply chain performance against that policy.


1. CUSTOMER SERVICE PRINCIPLES
1.1 The High Cost of a Dis-Satisfied Customer
1.2 The High Cost of Unreasonable Supply Chain Expectations
1.3 The High Cost of One Size Fits All Customer Service
1.4 The Low Cost of … Retention

2. VALUATION AND SEGMENTATION
2.1 Pruning for Profit
2.2 Customer Valuation
2.3 SKU Valuation
2.4 Order Valuation

3. CUSTOMER SERVICE POLICY
3.1 Why We Need a Customer Service Policy
3.2 What a Customer Service Policy is and is Not
3.3 Channels of Service
3.4 Segments of Service
3.5 Dimensions of Service
3.6 Levels of Service
3.7 Fill Rate Example
3.8 The High Cost of 95%
3.9 How to Optimize Fill Rate
3.10 Delivery Frequency Example

4. CUSTOMER SATISFACTION

5. VIDEOS
5.1 Pruning for Profit
5.2 The High Cost of Unsegmented Service

WHAT'S INCLUDED
1. Lecture Presentation
2. Presentation Slides
3. Course Reading
4. Learning Assessment
5. Practice Assessment
6. Course Completion Certificate
7. Reference Slides
8. Simulations
9. Videos
 

ABOUT THE INSTRUCTOR
Dr. Ed Frazelle is one of the world's foremost authorities on supply chain strategy. He is President and CEO of Logistics Resources International and Founder of RightChain™ Institute. Logistics Resources International is a global supply chain consulting firm with teams in Atlanta, USA; Tokyo, JAPAN; Sydney, AUSTRALIA; Lima, PERU; and San Jose, COSTA RICA. RightChain™ is a supply chain development methodology guiding the supply chains of many of the world's most successful supply chain organizations including Honda, Disney, Coca-Cola, Hallmark, Pratt & Whitney, Hamilton Sundstrand, among many others. Dr. Frazelle's books on supply chain management - Supply Chain Strategy, Inventory Strategy, and World-Class Warehousing - are best sellers and have been translated into seven languages. Dr. Frazelle founded The Logistics Institute at Georgia Tech and has lectured at Cornell, Northwestern, the National University of Singapore, and Waseda University.
 

ABOUT RightChain™ Institute
RightChain™ Institute provides supply chain professionals with the world’s most effective, objective, and practical supply chain education. Successfully offered for more than 20 years, clients include BIC, Caterpillar, Coca-Cola, Disney, GE, Honda, LL Bean, M&M Mars, P&G, Pratt & Whitney, Raytheon, among many others. Our programs have been taught at Cornell, Northwestern, Georgia Tech, National University of Singapore, and Waseda University.


ABOUT Logistics Resources International
Logistics Resources International is a global supply chain consulting firm with RightChain™ teams in Atlanta, USA; Tokyo, JAPAN; San Jose, COSTA RICA; Lima, PERU; and Sydney, AUSTRALIA. The firm was founded in by Dr. Ed Frazelle in 1995 and serves clients with supply chain consulting, analytics, and education services.