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Relationship Between Customer Service And Logistics Management

background

As an individual assignment, we have been given the topic: “Operation Management is the ‘heart’ of any business and we are all operations manager. How can managers actually understand how logistics network design and operations influence customer satisfaction?”This assignment’s rationale has been towards aiming a dialectical approach to the understanding of operations and logistics management in today’s business settings.

Thus, I have tried to extensively cover in my report all the relevant aspects of Operations and Logistics management. I have also explained as to what is the role of a manager in today’s competitive Operations and logistics areas and as to how he can understand his responsibilities and implement the same for the benefit of the organisation.

I have done this by starting my report by a suitable Introduction. Thereafter, I explained about Operations management and its various facets like concept of production, production system, production management, operations concept, framework of managing operations and the scope of operations management.

Then I explained Logistics Management encompassing its meaning, its impacts and its scope
Thereafter, I proceeded towards the relationship of operations and logistics management with customer service and customer satisfaction. In this respect, I explained the meaning of customer service and customer satisfaction in today’s point of view. After this, I explained the importance of customer satisfaction in Operational and Logistical activities.
Consequently, after providing a framework of the relevant topics, I finally proceeded towards the assignment topic by discussing the role of operation and logistics managers in various elements of customer service and the steps taken by them to ensure efficient customer service. In order to justify my point of view, I also gave suitable case studies of two diverse organizations i.e., DSC Logistics and York Group, to comprehend the gaining importance...