1.2.3Service level

Service level Definition
It’s a measure of Customer Satisfaction. It is the compliance to customer requirements or needs along the different service dimensions. Each process of the Supply Chain has a service level to be assured to the downstream processes in order to ensure the same service dimensions to be guaranteed by the entire company to the final customer.

Each process has its own Service Level requirements.

Customer Relationship.

1. Answer the phone within 2 rings.
2. Speak in a calm and courteous tone of voice.
3. Present yourself, clearly indicating the name of the company.
4. Take notes in a special notepad during the phone call.
5. Try to calm the caller's anger.
6. Listen to what is being said as though you personally care.
7. Don't interrupt the caller while he/she is speaking.
8. When the caller has finished speaking,briefly sum up the reason for his/her call and request confirmation.

Business positioning is to be coherent with customer's needs and competitive advantage on key competitors.

We can identify 3 main dimensions allowing Service Level evaluation:
Response time
Reliability/OTIF (On Time In Full)
Availability