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SERVICE MANAGEMENT
Service Management is not simply a discrete activity
that tracks and records delivery progress. Customer Service should
add significant value for the customer and augment cumulative product
value along the supply chain. From prompt congenial service support
to revamping a billing process McCollister's
insures a responsive service management organization.
Organization and Measurement
A typical client services team is lead by a program manager and
supported with a client relationship manager, service coordinator(s),
operations specialist(s), analyst, compliance specialist and financial
specialist. Once objectives are set and performance metrics established,
progress is tracked against goals and performance reported regularly.
| Typical
Performance Measurements |
| Element |
Description |
Measurement |
| Availability |
Ability to provide a service to specifications |
Percent filled satisfactorily in relation to total |
| Order cycle time |
Elapsed time from order placement to delivery |
Hours or days measured against program average and targets
|
| Flexibility |
Response to unexpected conditions or special requests |
Minutes or hours to respond; percent of requests unfilled |
| Information |
Speed and accuracy in response to information requests |
Minutes or hours to respond; data accuracy rate |
| Defect rate |
Efficiency of processes and time to recover from error (such
as claims rate or billing error rate) |
Errors per total numbers of units |
| Sales support |
Efficiency in providing product support |
Response time; quality of response |
 Training
Two McCollister's strengths are team collaboration
and enterprise-wide communications. Team effectiveness is built
on common goals and measurements directly linked to performance
accountability. Continuous improvement insures process alignment
and workflow continuity. Staff development is encouraged through
a series of progressive certifications within each job classification.
Besides facilitating service consistency, a planned training regime
provides a methodology for introducing new systems uniformly. Rigorous
training and a structured certification process assure competency
and predictable performance levels.
Technology
 McCollister's
invests in technology improvements to keep pace with requirements
to provide accurate and real time data throughout the service delivery
chain. Technology plays an ever-greater role in enabling logistics
operators to work more efficiently and remain competitive. Such
features as satellite tracking of shipments, bar code inventorying
of items being transported or stored, online access to shipment
status reports, and faster, more accurate billing processes improve
the quality of information and improve accessibility by our many
partners and customers.
Additional technology applications include:
- Inventory Management
- Warehouse Management Systems
- Satellite Communications
- Imaging
- Bar-code shipment tracking
- EDI
- GPS
- Web Services
- Automated Estimating Systems
- Electronic billing
- CBT
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