1. CUSTOMER SERVICE AND LOGISTICS COST Mohammed Ali

2. PC World – An Introduction UK based firm Computer hardware and software distributors/retailer Opened in 1992 Over 160 stores in UK

3. Definitions – Customer Service Customer service – "Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation.” Turban et al. (2002) Or basically ‘The provision of service to customers before, during and after a purchase 1 to ensure quality deliverance of the product/service to standards.

4. Definition Logistics Logistics – The management of moving goods through the supply chain.

5. Customer service before purchase Product buying guidelines Makes it easier and faster for customers to know what and how to buy a product Information regarding their products Online Magazines In-store Advice service Order/reserve and collect To guarantee that the store does not run out of stock for that product. Product visibility

6. Customer service during purchase Order acknowledgement Installation Can be arranged whether the product is delivered or not Can be done on the day of the delivery Delivery Online In-store By phone Tracking Orders Online via their tracking service Simple to use, requires reference no. or postcode

7. Customer service after purchase Product Care Plans Offers repair/replacements for damages Returns/cancellations Recycling Recycle old hardware when they deliver new products to customers

8. Accessibility to the services Via internet through their customer service webpage By phone – customer support call centre Dealing with all enquiries from product information to repairs, etc In-store help desk

9. Service time Order cycle time Depends on delivery If customer is shopping in store then it could be less than an hour Delivery time Small products – within 3 working day Large product – offer a next day delivery service Response time Last year they had more than 3.6 million calls and more than 80 per cent of problems were resolved over the phone itself.

10. Keeping customers happy Price Promise (by 10%) If any customers finds a product being sold cheaper from their competition, PC world promise to beat that prices by 10%. Instant replacement Offers protection for certain products for 3 years. Customer will have high confidence with the product.

11. Managing delivery of Goods Was previously managed by NYK Logistics – who provided all of PC worlds storage, distribution and collection services. Now is managed by DSG (Dixons Retail Group) – who are PC Worlds parent company.

12. Managing delivery of Goods PC World focus on sharing networks and out-bases with corporate partners, in this case Curry’s is an example This saves time and money Returning delivery pallets to suppliers for re-use. Saves costs

13. References 1 - http://en.wikipedia.org/wiki/Customer_servicehttp://en.wikipedia.org/wiki/Customer_service 2 - http://www.logisticsworld.com/logistics.htmhttp://www.logisticsworld.com/logistics.htm 3- http://www.pcworld.co.uk/gbuk/customer-services-894-theme.htmlhttp://www.pcworld.co.uk/gbuk/customer-services-894-theme.html 4- http://www.pcworld.co.uk/gbuk/faqs-958-theme.html#th1-q2http://www.pcworld.co.uk/gbuk/faqs-958-theme.html#th1-q2 5 - http://www.hsssearch.co.uk/stories/articles/- /logistics_distribution/logistics_software/nyk_secures_pc_world_contract/http://www.hsssearch.co.uk/stories/articles/- /logistics_distribution/logistics_software/nyk_secures_pc_world_contract/ 6 - http://www.dixonsretail.com/dixons/en/ourresponsibilitieshttp://www.dixonsretail.com/dixons/en/ourresponsibilities 7 - http://www.ukdissertations.com/dissertations/management/supply- chain-management-systems.php#ixzz2DVZnTK1phttp://www.ukdissertations.com/dissertations/management/supply- chain-management-systems.php#ixzz2DVZnTK1p