Recent literature indicates there has been an absence of top management involvement in the development of customer service policies and integration of these policies into the organizational decision making process. This paper discusses the importance of integrating customer service activities into the decision making process of today’s manufacturing organizations and thus enhancing development of an organization’s competitive advantage. Just‐in‐time systems and new technologies (product, process and information) provide the mechanisms for integration of the various activities across the supply chain. Porter’s value system concept is presented as the framework for integrating a firm’s activities within the supply chain and improving their performance.
White, R. and Pearson, J. (2001), "JIT, system integration and customer service", International Journal of Physical Distribution & Logistics Management, Vol. 31 No. 5, pp. 313-333. https://doi.org/10.1108/EUM0000000005515Download as .RIS
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