Suchergebnisse

Traces the evolutionary process leading from traditional supply
chain logistics. This is accomplished by tracing three foundational
concepts – the total cost concept; the systems approach; and the
customer service concept – to assess their influence on service
response logistics. Anticipates continued interest in this area as
organizations seek to structure themselves to be responsive to the
changing needs of their individual customers.

The Council of Logistics Management has commissioned a study to
determine the potential of applying logistics principles in service
organisations. The authors suggest that logistics principles are even
more important in service organisations than in production firms. To
realise this potential, however, the definition of logistics must be
expanded. Service logistics is defined as the management of activities
which respond to customers on an individual basis. The services′
historical underpinnings are examined and some guiding concepts central
to service response logistics are provided. These concepts include the
benefit delivery, delivery processes, delivery orientation, responsive
planning, and a customer service model that focuses on individual
customer needs.