How the flow of materials can lead to customer satisfaction: A study points the way
作者:
Patrick M. Byrne,
William J. Markham,
期刊:
National Productivity Review
(WILEY Available online 2006)
卷期:
Volume 11,
issue 2
页码: 169-180
ISSN:0277-8556
年代: 2006
DOI:10.1002/npr.4040110205
出版商: John Wiley&Sons, Ltd.
数据来源: WILEY
摘要:
AbstractDespite the enormous amount of attention focused on customer service and quality improvement, only one in ten U.S. suppliers—manufacturers, distributors, and retailers—can successfully execute a strategy based on customer satisfaction. The rest suffer from inadequate logistics. Improving the logistics process—that is, the management of the flow of materials from the original raw material sources to the ultimate customers—is vital to organizational success.
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