CUSTOMER CONTACT

In this thesis a study is performed about customer contact at the logistics department of Klein Retail Group. The various processes that are found at the logistics department are described by means of the Supply-Chain Operations Reference (SCOR) model. Also the structure of this thesis is set up by means of the SCOR model, following the steps that are stated in SCOR 10.0 (Supply Chain Council, 2010). To find out how customer contact is executed at the moment, test orders are placed. Next, the relation between customer contact and the central warehouse is elaborated upon. Because responsiveness is important for customers, different routing policies are considered and a comparison is made between the average travel distance using random storage and ABC-storage classification. Finally, a comparison is made between customer contact at Klein Retail Group and another company. I found that with respect to routing and storage policies, the average travel distance of warehouse employees can be reduced by 10 – 16%. Moreover, improvements can be made with respect to customer contact by monitoring that the right emails are sent to the customer. When placing the test orders I found that for example conflicting emails are sent and the information on the website can be incorrect.