Evaluating customer service performance in warehousing environments

Evaluating customer service performance in warehousing environments

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Article ID: iaor200421
Country: United Kingdom
Volume: 13
Issue: 2
Start Page Number: 90
End Page Number: 94
Publication Date: Mar 2000
Journal: Logistics Information Management
Authors:
Keywords: computers: information
Abstract:

Distribution centers and warehouses are becoming more and more dependent on advanced computer technology to establish and maintain competitiveness in a global economy. Using computerized information management tools in evaluating customer service performance, in warehousing environments, is a necessary requirement for today's extremely demanding customer. Businesses view customer service as among the most important interfaces with the customer, and a prime means by which to penetrate, build, and maintain market share. Here, measurements of customer service performance are defined, discussed, and evaluated through a mathematical model and its graphical representation.

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