Serviço Logístico ao Cliente - Customer Logistics
What you'll learn
- Profissionais de Cursomer Service
- Profissionais de Customer Logistics
- Profissionais de Logística
- Profissionais de supply chain
Requirements
- Não há pré-requisitos
Description
• Políticas de Customer Service
• Indicadores de performance em Customer Service
• Customer Service management Model
• Fortalecendo o Business Intelligence sobre a base de clientes
• Plano Diretor (trilha de maturidade) de Customer Service
• Elementos estratégicos do Customer Service
• Redesenho organizacional de Customer Service e seus impactos
• Elaboração de cenários de Nível de Serviço vs Custos
• Integração com Vendas, Finanças, Logística, entre outras
Curso gravado ao vivo durante o treinamento para mais de 30 profissionais de Customer logístics de vários estados brasileiros e de diferentes tipos de empresa. O curso original foi ministrado no formato ao vivo e online. As interações entre alunos e professor foram gravadas e você se sentirá dentro da sala de aula.
O material é exclusivo, baseado nos livros "Customer Service Management: Achieving Customer Satisfaction and SC Performance" e “Executing the Supply Chain: Modelling Best-in-Class Processes and Performance Indicators”, publicados pela Pearson Financial Times Press (USA, 2014)escrito pelo autor, e no conteúdo produzido em diferentes projetos de consultorias conduzido pelo autor.
Adicionalmente, o autor compartilha a planilha de calculo dos seguintes indicadores: A) Customer´S Service Level Expectation; B) Supplier´S Service Level - Hired Performance; C) Customer´S Service Level Perception; D) Supplier´S Service Level - Process Performance; E) Aggregated Risk; F) Cost to Serve Index
Who this course is for:
- Este curso é para todos os profissionais de customer service e customer logístics, e também para quem atuam em logística e supply chain
Instructor
- 4.7 Instructor Rating
- 771 Reviews
- 2,455 Students
- 15 Courses
Alexandre has five books published by Pearson Financial Times Press, New York, USA:
· Customer Service Supply Chain Management: Models for Achieving Customer Satisfaction, Supply Chain Performance, and Shareholder Value. 2 Editions.
· Executing the Supply Chain: Modeling Best-in-Class Processes and Performance Indicators. 4 Editions.
· Managing Supply Chain Networks: Building Competitive Advantage In Fluid And Complex Environments. 4 Editions.
· Supply Chain Management Strategy: Using SCM to Create Greater Corporate Efficiency and Profits. 2 Editions.
· A Guide to Supply Chain Management: The Evolution of SCM Models, Strategies, and Practices. Kindle Edition.
Alexandre published “The Illustrated Book of Business Strategies for Digital Transformation – Learning from Examples & Diagrams”, KDP 2019. He has also co-authored the book Crisis Management: A Leadership Perspective, (2015, Nova Science Publishers, NY-USA). Responsible for the chapter on global humanitarian operations supply chain governance
Academic background:
· Post-graduate Diploma in Digital Business (jointly offered by MIT Sloan Management (USA) and Columbia University (USA) via Emeritus Platform, 2018/19). Distinguished diploma in the following areas: digital strategies for business and digital transformation (platform strategies). Also gained the IVY Schoolar award (top 10%).
· Certified Blockchain Expert (Blockchain Council, Canada, 2019)
· PhD candidate researching on the impact of artificial intelligence on corporate governance and supply chain (2016/19) at Unicamp (Brazil), where he is guest lecturer in the extension course "Data Science for Managers and executive"
· Certified member of the board of Directors by IBGC (CCI, 2018);
· MBA in Finance (Unicamp, Brazil, 2008)
· MSc in Logistics and Supply Chain Management from Cranfield´s University School of Management, UK. Prize for the best thesis of the year (1999/2000)
· BA in Chemical Engineering (Unicamp, Brazil, 1995)
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Alexandre began his career in the industry where he acquired experience in manufacturing, quality assurance and logistics in Procter & Gamble in Brazil and Europe. Over the last fifteen years, he has developed his career as a consultant, advisor and coach in companies such as 3M, Adidas, Avon, Bayer, Cargill, Eaton, GE, John Deere, Monsanto, Motorola, PepsiCo, Pernod Ricard, Sony, Syngenta, Unilever, Walmart and many others.
Since 2001 Alexandre has actively influenced logistics thinking about several supply chain organizations. He chaired the Logistics Committee at the American Chamber of Commerce (2001-2004), chaired the Supply Chain Committee at the British Chamber of Commerce (2006-2007) and he was Regional Vice-President of the Brazilian Logistics Association (2002-2003). He has lectured in MBA courses since 2004 .
Alexandre has published in journals such as the International Journal of Physical Distribution and Logistics Management and coordinates the Operations and Supply Chain Group at Linkedin which has nearly 35,000 members (January 2018)
Alexandre Oliveira is founding-partner at CEBRALOG, a supply chain consultancy and training company head-quartered in Brazil since 2001. Alexandre has also been President of the Brazilian Institute of Supply Chain Professionals (I.B.S.) since 2007.
Alexandre is co-founder of the Global Society for Digital Transformation (Global Digit), a non-profit initiative focused on the impact of digital transformation. He offers courses for MBA courses at many business schools and is a regular contributor to seminars, conferences and congresses.