About the Download

Part 1
Everyone in business should be concerned about customer satisfaction. However, with the advent of the Internet and online shopping, customer contact and interface appear to be diminishing. In fact, a case could be made that customer service is a dying art.
Do you believe that customer service is still a differentiator of companies? Why or why not?
How does the logistics process impact customer service?
In your opinion, is there a cost associated with having a viable logistics customer service department? Is that cost worthwhile for the company?
Explain the role of enterprise operations in customer service.
On the basis of your knowledge and experience, discuss a company that appears to have linked customer support and its logistics systems to viable customer support operations.
Part 2
The supply chain is a relatively new concept in the business world. Prior to the supply chain revolution, companies stockpiled inventory to ensure customer satisfaction. Today, most companies follow the just-in-time (JIT) strategy for inventory management.
Explain whether you think implementing the just-in-time strategy makes supply chains more effective.
What are the advantages and disadvantages of JIT? Explain the role of enterprise operations in customer service.
Explain the role of enterprise operations in inventory deployment.
Provide a brief description of a company that uses JIT and why you think this inventory method is appropriate for the company.

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