Co-written by a leading expert in supply chain management and the Council of Supply Chain Management Professionals (CSCMP), this reference brings together authoritative knowledge about all facets of order fulfillment and customer service process management throughout the supply chain.



The book fully addresses planning, organising, controlling, and coordinating order fulfillment and service operations activities from initial customer inquiry all the way through post sales service. Readers will gain a deep understanding of these crucial processes, which may be the only direct contacts some organisations have with their customers, and can make or break organisational reputations. Coverage includes:



Basic concepts of order fulfillment and customer service, and their essential roles in meeting customer expectations
Key elements and processes in order fulfillment and customer service, and interactions amongst them
Principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes
The critical role of technology in managing order fulfillment and customer service processes
Requirements and challenges of global order fulfillment and customer service processes
Best practices for assessing the performance of order fulfillment and customer service processes using standard metrics and frameworks