Delivering World Class Service
Eberhard E. Scheuing, Ph.D., C.P.M.
Eberhard E. Scheuing, Ph.D., C.P.M., ISM Professor Emeritus, St. John’s University, 480-471-7393; Ebscheuing@aol.com
89th Annual International Conference Proceedings - 2004 - Philadelphia, PA
Supply managers provide professional services to a broad range of internal customers. These customers expect certain performance levels which may be spelled out in service level agreements. To serve them well, a company’s supply management organization needs to identify its customers, understand their needs, and deliver world class service that meets or exceeds customer expectations. This paper discusses what it means to deliver outstanding service and how to deliver service excellence on an ongoing basis. It presents a proven tool that enables supply management professionals to spot service weaknesses and take action to correct them. And it offers a series of strategies that help supply management organizations to deliver service excellence every day.