The logistics department plays an extremely important role in customer satisfaction. They hold the
key to a major part of quality service for the customer, including elements such as order placement
and processing, and the delivery of the product on time, in good order and at the correct
destination. Positive, detailed and adequate interaction
between the customer and logistics
department normally creates a strong relationship between the two parties. By taking care of
unwanted situations and problems, and ensuring smooth deliveries, the logistics department can
provide the customer with the best possible service at all times. On-time delivery, short lead times,
product delivered in good condition, and effective handling of problems, therefore, are key to a
company attempting to increase customer satisfaction and sales. Today companies are confronted
with shorter product life cycles, increasing product lines, shifting distribution chains, and changing
technology. Effective logistics management is now an essential ingredient of competitive success.
Companies that view logistics as an offensive marketing weapon will make logistics an integral part
of their business strategy. (Stock & Lambert, 2001).
Many companies are recognising the
important role that logistics, and the management thereof play, and indeed the importance thereof
in the strategic decision-making process. In a broader sense, therefore, logistics should also play
an important role in determining the
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