Supply Chain Partnership Success
Customer service has become a crucial part of the integrated supply chain inthe ICT industry. Customer-facing activities are often outsourced to authorizedthird party companies who, in effect become the custodians of customersatisfaction.The need for good customer service management has become a keydifferentiator for companies seeking competitive advantage. Furthermore,switching costs have reduced significantly and this is providing customers whohave experienced poor service with a number of alternatives. This hasincreased the risk of outsourcing customer service.ICT companies are therefore faced with the challenge of developing successfulpartnerships with the purpose of mitigating potential risks, while maintaininghigh levels of customer satisfaction. The purpose of the study is to determinewhat factors will improve the likelihood of partnership success and tounderstand how these partnership success drivers can be incorporated intoservice level agreements (SLA).In-depth, semi-structured interviews were used to obtain the views of seniormanagers and executives involved in the management and outsourcing ofcustomer service activities. The main finding was that service supply chainpartnership success will be realised when end consumer satisfaction isachieved. In addition, collaboration, cooperation, coordination, communicationand commitment and trust, will improve the likelihood of achieving partnershipsuccess. Finally it was found that these partnership success drivers can beincorporated into a service level agreement either explicitly or implicitly
Year of publication: |
2011-06-24
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Authors: | Venter, Eugene |
Subject: | Supply chain partnerships | Service level agreements | ICT industry |
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