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
2011
March 2011
Host: Pfizer
Location: Memphis, TN
- Customer Service at FedEx (Express, Ground, Freight components)
- Global Operations Command and Control (GOCC) - Review of Global Operations
- Fedex Tour
- Pfizer Customer Service and Post-Merger Overview
2010
October 2010
Host: CSCR
Location: University Park, PA
- Gallop Survey Results
- The Social Media Phenomenon & How it Relates to Customer Service
- eCommerce, eCatalog, eMessage service and online ordering tools
- Reward Incentive for Customer Supply Chain Efficiency at Kraft Foods, Inc.
- Pre-Employment Screen Processes
- Identifying Future Pool of Supply Chain Managers
April 2010
Host: CSCR
Location: University Park, PA
- Customer Complaint Survey
- American Productivity and Quality Center Research
- Overcoming Interpersonal Adversity at Work (Coworkers, Clients, and Customers)
2009
October 2009
Host: National Starch
Location: Indianapolis, IN
- National Starch Company Overview
- Strategic Interaction Skills for BD Customer Service Representatives: Radcliffe Approach
- Sustainability
- Customer Relations Management (CRM)/SAP
- Swine Flu/Disaster Recovery Contingency Planning
- Summer Hour Benefits for CSRs
- Motivation Strategies for CSRs
April 2009
Host: CSCR and J&J
Location: Mt. Pocono, PA
- J&J Company Overview
- J&J Distribution Center, Tobyhanna, PA
- Customer Service Performance Metrics Survey
- Perfect Order - Wyeth Pharmaceuticals
- Tightening the Belt: Managing in the Recession
- CRM Systems
- Call Tracking
2008
October 2008
Host: CSCR
Location: University Park, PA
- Wal-Mart Distribution Center Tour
- Leading Indicators and Metrics
- Six Sigma & DEX
- Customer Service Talent Management
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
2007
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
2006
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
