Fulfillment

Question: We are in the process of planning our file conversion as we implement our new order management system. Our vendor is telling us that they normally don

When a warehouse manager suspects poor system performance, the first step is typically to check the real data. Unfortunately, more than 50% of the time, system performance is measured incorrectly. Data is only as good as the methods used to calculate it; if something is measured the wrong way, the results will be wrong. This may lead to the justification of system changes, or even an entirely new system, based on imprecise data.

No matter the amount of planning or communication upfront, there’s always going to be a problematic vendor who either ships you damaged goods or consistently ships you the wrong amount.

In the first part of our series on preparing for the holiday, we listed the information that should be gathered for taking your operational pulse. This week, we’ll show you how to apply it.

Let

Now is the best time to start planning holiday 2007 because your people will remember vividly the good and bad anecdotal incidents from last year and you will also have the operational and benchmark data available.

This proposed customer service bill of rights is an attempt to force marketers to respect customer

Here are some of the most common customer service rules, when to break them, and alternative best practices to apply instead.

Many organizations take the position that customer service representatives shouldn