Customer Service Quality Assurance

This document discusses the importance of logistics and supply chain management in providing effective customer service. It includes an annotated bibliography on logistics and supply chain management, highlighting the importance of sustainability, collaboration, and customer relationship management. The document also emphasizes the importance of efficient transportation for better customer service.

Running Head: MANAGEMENT 0
Customer Service Quality Assurance

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Abstract
In recent time, it is essential for the organization to provide the best services to its customers.
It is true that effective supply chain management and logistics holds an essential position in
the organization. It is significant to maintain the continuous and better flow of goods from
manufacturing to the final users. By ensuring the proper supply chain management, it can
effectively build the relationships with customers. In case of transportation, it is essential to
maintain the security of goods for effectively transferring the goods to final customers.

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Annotated Bibliography
Christopher, M. (2016). Logistics & supply chain management. United Kingdom: Pearson.
In this article, author has clearly presented the importance of logistics as well
management of supply chain in today’s business concerns. It has also stated the reasons
behind the importance of these two terms in getting effective customer base. The author
indicated that there are various challenges faced by the business organization, so in order to
achieve the competitive advantage two terms -supply chain management and logistics plays
an essential role. The author has also included the various sources of its inspiration that states
the reliability of its data. All the data are presented after seeing the reality of marketplace that
is actually happening.
Mangan, J., Lalwani, C., & Lalwani, C. L. (2016). Global logistics and supply chain
management. United States: John Wiley & Sons.
Through this book, all the authors have presented the various concepts of logistics and
supply chain management. In this article, authors have used the quantitative as well as
quantitative aspects in order to clear the both terms in better way. There data included the
examples of various sectors. The authors has highlighted that, it is trying to witness the
application of supply chain management as well as logistics in the services activities also
such as hospitals and banking. It also tries to convey the importance of getting the logistics
on right time to customers for better customer service.
Bichou, K. (2015). The ISPS code and the cost of port compliance: an initial logistics and
supply chain framework for port security assessment and management. In Port
Management (pp. 109-137). Palgrave Macmillan, London.
In this article, author has described the initiative taken for the global security of
logistics in shipping. It has also presented the importance of code as the global security
measure. It has presented the implementation of code for testing the reliability, ability, and
liability of members that are across the supply chain and logistics. It has highlighted the
importance of these measures in better customer service.

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Grant, D. B., Trautrims, A., & Wong, C. Y. (2017). Sustainable logistics and supply chain
management: principles and practices for sustainable operations and management. Kogan
Page Publishers.
In this book, authors has described the concept of sustainability for logistics and
supply chain management. It has explained the importance of sustainability for companies,
individuals and government. It has also initiated the importance of sustainability for the
requirement of doing business in B2C or B2B sectors. Through this, it has put emphasis on
the impact of sustainability on supply chain management and logistics.
Monczka, R. M., Handfield, R. B., Giunipero, L. C., & Patterson, J. L. (2015). Purchasing
and supply chain management. Cengage Learning.
The author has explained the business features of increasing various competitors
internationally as well as domestically. Due to the increasing number of competitors, the
author has stated the importance of enabling all the purchasers to connect 24 hours. It has
also stated the importance to use the proper facilities of transportation for reaching the
product to customer on time.
Emmett, S., & Crocker, B. (2016). The relationship-driven supply chain: creating a culture
of collaboration throughout the chain. United Kingdom: Routledge.
The author through this book has put emphasis on the collaboration in supply chain. It
has stated that collaboration in supply chain means the management of chain beyond the
transactional and traditional methods. The book of these authors has explained how
relationship approach to supply chain management can help the business in transforming. It
also highlighted the external supply chain using customer relationship management,
relationship marketing, as well as partnership of supply chain. This helps in getting the
concept of high performing supply chain.
Kumar, V., & Reinartz, W. (2018). Customer relationship management: Concept, strategy,
and tools. Springer.
In this book, author has reviewed the customer relationship management. It is
highlighted that customer relationship management is a set of tactics, as well as strategy that
has become essential in the recent economy. It has adopted the holistic approach by emerging
the relevant strategies. It has highlighted the different definitions stated by various authors

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regarding the customer relationship management. This helps in getting the whole concept
regarding the CRM.
Speranza, M. G. (2018). Trends in transportation and logistics. European Journal of
Operational Research, 264(3), 830-836.
In this journal article, author has explained the problems in transportation and
logistics. It has clearly and well explained the requirement of tackling these problem before
operation research or computer becomes available for supporting the decision-making. For
ensuring the better customer service, it is required to deliver the products on time. Therefore,
the importance of efficient transportation is required at the huge level. Through this paper,
author wants to clearly highlight the contribution of operation research in logistics and
transportation.
Eroglu, C., & Croxton, K. L. (2015). Logistics Management. Wiley Encyclopedia of
Management, 1-2.
In this article, author has stated the meaning of logistics management. It highlighted
that logistic management is basically managing the flow of products across the firm in order
to meet the needs of customers. In this way, it is clear that for maintaining the positive
relationship with customers, proper management of logistics is essential. It is true that part of
supply chain management plans, controls as well implement the flow of goods and services
from starting to the end. It helps in getting the enough knowledge regarding the better
customer service.

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References
Bichou, K. (2015). The ISPS code and the cost of port compliance: an initial logistics and
supply chain framework for port security assessment and management. In Port
Management (pp. 109-137). Palgrave Macmillan, London.
Christopher, M. (2016). Logistics & supply chain management. United Kingdom: Pearson.
Emmett, S., & Crocker, B. (2016). The relationship-driven supply chain: creating a culture
of collaboration throughout the chain. United Kingdom: Routledge.
Eroglu, C., & Croxton, K. L. (2015). Logistics Management. Wiley Encyclopedia of
Management, 1-2.
Grant, D. B., Trautrims, A., & Wong, C. Y. (2017). Sustainable logistics and supply chain
management: principles and practices for sustainable operations and management.
Kogan Page Publishers.
Kumar, V., & Reinartz, W. (2018). Customer relationship management: Concept, strategy,
and tools. Springer.
Mangan, J., Lalwani, C., & Lalwani, C. L. (2016). Global logistics and supply chain
management. United States: John Wiley & Sons.
Monczka, R. M., Handfield, R. B., Giunipero, L. C., & Patterson, J. L. (2015). Purchasing
and supply chain management. Cengage Learning.
Speranza, M. G. (2018). Trends in transportation and logistics. European Journal of
Operational Research, 264(3), 830-836.