Customer Service Benchmarking Consortium Representative Meeting Topics
The Center for Supply Chain Research Customer Service Benchmarking Consortium representative meeting topics.
Customer Service Benchmarking Consortium
Representative Meeting Topics
May 2008
Host: GlaxoSmithKline
Location: Philadelphia, PA
- GlaxoSmithKline Company Overview
- GlaxoSmithKline Customer Service Experience
- Order Management Roundtable
- Six Sigma Success Stories and Future Initiatives Open Discussion
February 2008
Host: Dell
Location: Austin, TX
- Dell Company Overview
- Dell Customer Care Experience
- Dell Desktop Manufacturing Facility Tour
- Dell Client Command Center Tour
May 2007
Host: BD
Location: Franklin Lakes, NJ
- Customer Service Organizational Structures
- Metrics
- Sox Compliance
- Business Continuity
- Staffing Capacity Modeling
February 2007
Host: CSCR
Location: Disney's Yacht Club Resort, Orlando, FL
- Lean Six Sigma at Sara Lee
- Deduction Manageme
- Training Programs Working Session
- Organizational Structure Working Session
October 2006
Host: CSCR
Location: University Park, PA
- Performance Metrics Case Studies (PSU)
- Six Sigma Methodologies and Case Studies (PSU)
- Vendor Fines Survey (Pfizer)
- Customer Service Update (Ocean Spray)
- SCM Strategic Profit Model (PSU)
- Inbound/Outbound Processes (WalMart)
February 2006
Host: National Gypsum
Location: Tampa, FL
- Overview and Customer Service Initiatives (National Gypsum)
- Performance Metrics Case Studies and Conclusions (BD and PSU)
- Tour of Apollo Beach plant (National Gypsum)
- Self-Directed Panel Discussion
- Perfect Order
- Unsaleables Research
- Customer Service Week activities
