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MGMT 6085 Inventory & Distribution Management

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Questions:

For this assignment, please read the Case Study – The High Service Sponge, and answer, in detail, the three questions.

Opening Story: The High-Service Sponge

September 26 Diane Clair, director of logistics at Dynamic World Corp. (DWC), a leading consumer packaged goods (CPG) company, had been running nonstop all morning. Now, as she sat down to put the finishing touches on the logistics team's five-year technology plan, she was running behind. Tomorrow morning, she would be arguing for some big-dollar investments in new demand management planning systems. No sooner had she clicked open her PowerPoint, than she heard an agitated knock at her door. Doug Hassle, DWC's North America marketing VP, stood there—and he wasn't smiling: Diane responded, "Good morning, Doug. Come in and sit down." As Doug entered, he said, "Diane, the wheels just came off.„peb Gale, GMM over at Monster, Inc., just called. She was ticked. Your team missed a delivery window at their Denver cross-dock facility. Worse, this is twice in one week we have failed to deliver as promised. Monster is our largest, most demanding customer. Deb made sure I remembered that little detail. She didn't hesitate to share her feelings about our recent fulfillment failures." "Sounds like you've had a tough morning, Doug. Sorry about that brutal call. Let's find out what happened," Diane said as she picked up her phone. She dialed David England, a senior transportation manager, to find out what happened. David responded quickly, "The shipment left our Distribution Center on time. Our tracking system says the truck should arrive in about an hour. I'll make sure it does and shoot you a text when it is docked." David hesitated, and then expressed disbelief at Deb Gale's negative percep-tions of DWC's delivery record, noting, "I can't imagine why Deb Gale is so upset.

Consider as you read:

1, Why should logistics managers worry about customer service?

2. Keeping your answer from Question 1 in mind, what is the relationship between customer expectations, a firm's service capabilities, and ultimate satisfaction?

3, What questions would you include on a customer. satisfaction checklist to make sure you had a comprehensive, well-thought-out customer fulfillment strategy in place? 
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