Abstract
Productivity is a relatively new word to distribution managers and customer service managers alike. The landmark National Council of Physical Distribution Management study* on productivity, issued in 1978, and updated in 1983, reflects the importance this subject is achieving in management circles. The work of consultant Herbert W. Davis in establishing a cost database** by industry group now makes it possible for a company to measure its distribution and customer service costs against comparable averages for its industry group. These measures include costs per hundredweight, costs per order, costs as a percentage of sales and a number of other useful ratios.
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© 1989 International Thomson Transport Press
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Blanding, W. (1989). Productivity and Capacity Utilization. In: Practical Handbook of CUSTOMER SERVICE OPERATIONS. Springer, Boston, MA. https://doi.org/10.1007/978-1-4613-1645-9_9
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DOI: https://doi.org/10.1007/978-1-4613-1645-9_9
Publisher Name: Springer, Boston, MA
Print ISBN: 978-0-87408-049-0
Online ISBN: 978-1-4613-1645-9
eBook Packages: Springer Book Archive