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Supply Chain Management

Strategy, Planning, and Operation

For MBA, engineering master, or senior-level undergraduate courses in supply chain management. A strategic framework for understanding supply chain management Supply Chain Management introduces high-level strategy and concepts while giving readers the practical tools necessary to solve supply chain problems. Using a strategic framework, readers are guided through all of the key drivers of supply chain performance, including facilities, inventory, transportation, information, sourcing, and pricing. The 7th Edition weaves in compelling case study examples to illustrate how good supply chain management offers a competitive advantage and how poor supply chain management can damage an organization's performance. With this text, readers gain a deeper understanding of supply chains and a firm grasp on the practical managerial levers that can improve supply chain performance.

With this text, readers gain a deeper understanding of supply chains and a firm grasp on the practical managerial levers that can improve supply chain performance.

Customer Care

Customer Care will help you understand why caring for your customers is so important, how you can improve the service you offer and, ultimately, contribute to achieving organisational excellence. Clear, practical guidance is given on how to: - focus on your customers and the services you provide - both internal and external - identify your real customer needs and how best to meet them - find out what customers actually think of your service or product - improve communication with your customers - face-to-face, on the telephone or in writing - turn customer complaints into opportunities to impress - monitor, evaluate and continuously improve your customer care.

This guide to customer care includes the following topics: focusing on your customers and the services you provide - both internal and external; identifying your real customer needs and how best to meet them; finding out what customers ...

Customer Service

S/NVQ Level 3 Candidate Handbook

Offers support for the NVQ/SVQ Level 2 Customer Service standards. This work includes case studies that give students the opportunity to analyse and discuss real-life situations and to practise their skills.

This text takes candidates through the NVQ award, unit-by-unit, offering plenty of questions and exercises to reinforce knowledge and understanding.