物流outcome2.doc

1.0 Introduction……………………………………………………………………...2
2.0 In the operations of the ZK company customer service…………………………2
2.1 Technical service………………………………………………………………...2
2.2 low stock out levels……………………………………………………………...2
2.3 product tracking………………………………………………………………….3
3.0 Explain how ZK would evaluate its customer service and the relationship customer service has with organizational performance……………………………….3
4.0 Explain a customer service approach to logistics and distribution and how this would be appropriate to ZK……………………………………………………………4
5.0 Evidence of additional research and answers linked to the case material……….4
6.0 Reference...............................................................................................................5

1.0 Introduction
This report about the main logistics customer service. Combined with the case of ZK, this paper analyzes and discusses the logistics company in customer service elements. Combination of knowledge in China's strategic goals ZK-expansion, to provide a theoretical support.

2.0 In the operations of the ZK company customer service
We can put the ZK company customer service is divided into three stages.1.Pre-transactional 2. Transactional elements 3. Post-transactionalIn the three different stages, with their own task. Each of them a stage and has a very crucial factors. The first stage of the key factor is technical services. The second stage of the key factor is the low stock out levels. The third stage of the key factor is the product tracking.
2.1 Technical service
Technical service is the main mode of operation of the technology market and scope. Refers to the party with technology for the other party to solve a particular technical problems of all kinds of services provided. Such as the conventional calculation, design, measurement, analysis, installation, commissioning, and provide technical information, improve the production process, the technology of the diagnosis and other services.In the ZK the Inventory management involves monitor inventory level. The technical services in logistics in the first stage is very important. A technical service of security can be in the industry have better competitiveness. So as to achieve more market share
2.2 low stock out levels
Minimum inventory is refers to the inventory in the warehouse storage should be the minimum quantity, below this number is likely to cause shortage, which affects the normal production enterprise.
Safety stock: in the inventory of the goods kept in a number of projects, in order to prevent the demand or supply unpredictable fluctuations. And the minimum inventory: inventory in the warehouse shall be kept the minimum quantity, below this number may form the shortage, affect the normal production. Users should fill in the loading and unloading single, if a stock at present "stock below the minimum inventory, the system will be the police. Safety stock is in the calculation of the consideration when purchasing demand, minimum inventory after setting will report to the police. Safety stock does not equate to the minimum inventory. In order to ensure the stock in safe range, and does not produce overmuch backlog cost, can be set minimum inventory, safety stock and highest inventory. In the ZK Minimum inventory can understand the uncertainty for the factors for and uncertainty factors set inventory, safety stock can be understood only for in uncertainty for the factors set inventory, the highest can be understood as the backlog in inventory cost of inventory and set point.
2.3 product tracking
Production or sales process, the product of the path for real-time tracking. Can help enterprises to control product trend, prevent the product is lost or be DiaoBao, effectively put an end to the emergence of counterfeit products. Including cases and transportation of container mark and coding, make the product, batch number, origin and even producing countries can be in any time determined. This means that in a potential problem, any products all through the traceability of processing program, from where it comes. So, if there's a problem, it can quickly specified and correct. In the ZK Just read the product of the bar code, can in the database of the product all the related out data, greatly convenient product quality tracking and after-sales service.

3.0 Explain how ZK would evaluate its customer service and the relationship customer service has with organizational performance
As a logistics company, the customer service in the specific performance evaluation is and contribution. Among them, the evaluation have number of complaints, the volume of stock outs, completeness of orders, speed and convenience of the systems. The contributions have performance, adding value, competitive advantage
Evaluation:
Evaluation value, sure or revised value through detailed carefully
Usually research and evaluation, determine the meaning and the value of the object or state
Contribution:
piously worship or given other people, generally refers to lower the contribution to the superior, some of gratuitous
Help to something behavior, or be beneficial to the country
First ZK need to assess their customer service. It is I know to find information through the relevant customer service evaluation information. Through the above information than this can develop their own customer service evaluation system

4.0 Explain a customer service approach to logistics and distribution and how this would be appropriate to ZK.
ZK would need to research the needs of the customers, rank these in order of importance to the customer, speed and convenience of the systems ,number of complaints, completeness of orders, the volume of stock outs, I think ZK company should be in this order to evaluate customer service. I think that the efficiency of the company should be the most important, the efficiency is money. Secondly, we should be in the enterprise quickly at the same time the attention of its quality, so you can quickly and steadily. The third is to test the specific implementation of first two evaluation, can help enterprise in a strategic goal at the same time, in tiny link do more perfect. The fourth this a evaluation is used to verify our strategic goals and implementation of specific presence of problems, and improve.
This would be beneficial to ZK as it would help improve their service and may allow the company to segment their service based on customer needs.

5.0 Evidence of additional research and answers linked to the case material
I think that is a very successful ZK of the company. Although very successful but how to make this company can long-term success down, is a very let a person of tangled things, so I think that in addition to study foreign our customer service, and we also should well of study, for example equity mechanism, social security, enterprise accumulation fund, etc. The purpose is to let the employees in the company can do to maximize efficiency, and happy for the enterprise to make their contribution.

6.0 Reference