Strona główna Szkolenia Customer Service
Szkolenie: Customer Service
Kategoria: DOSKONALENIE ORGANIZACJI / Inne
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Osoba kontaktowa:
Agnieszka Piatkowska
tel.: + 48 509 175 865
email: agnieszkapiatkowska@e-bigfish.com
+ 48 022 675 52 72
| Tytuł: | Customer Service |
|---|---|
| Kategoria: | DOSKONALENIE ORGANIZACJI / Inne |
| Metodyka: | Ćwiczenia |
| Opis: | Training Objectives: To provide new comers in the function (junior or middle managers) or experienced professionals who wish to refresh their knowledge, with a complete ready-to-use set of Customer Service Management tools, from the fundamentals, to the state of the art practices from the best in class companies. |
| Poziom zaawansowania : | zaawansowany |
| Trenerzy: | Alain Perrot is a food engineer graduated from ENSIA (National French School for Food Industries) and has a MBA from ESSEC. He has started his career in 1984 in the Mars Group (Unisabi) where he created the Industrial Engineer function in the Strasbourg plant. Then, he is successively appointed Shift Manager in Strasbourg plant, Financial Planning Manager, Resourcing Manager and Business Planning Manager of Unisabi. In 1992, he is appointed Supply Chain Project Manager Mars Petcare Europe. From 1992 to 1994, he reconfigures the Supply Chain to bring it to «Class A» level, and pionneers the implementation of SAP R3 for the whole Supply Chain (Planning, Logistics, R&D, Manufacturing, Purchasing). In 1995, he joins Bestfoods France as Logistics & Planning Director. From 1995 to 1996, he divides Inventories by 2, and improves the Order Filling Rate by 30%. In 1997, he is appointed Plant Manager of the Dressings Factory in Dunkerque, which he transforms in 2 years into the most agile plant of Bestfoods Europe (Agility multiplied by 2). In 1999, he joins Air Liquide Welding, to create the Supply Chain function, as Vice President Supply Chain & Purchasing. From 1999 to 2003, he creates the Supply Chain & Purchasing Organization of the 20 autonomous companies of Air Liquide Welding, improves the order filling rate by 30%, and decreases inventories by 20%, and improves purchasing productivity by 2%/year. In 4 years, he moves the Supply Chain of Air Liquide Welding from a buzz word to the Company Project n°1.In 2003 he founds his own consulting firm, and joins Big Fish end 2006. Among his Customers, he helps Danone, ICI Paints, Masterfoods, Valeo, Campbell, Gaz de France, and BIC. In 2006, he was Chairman of Eurolog, the ELA (European Logistics Association) Congress. |
| Program: | Agenda : • Supply Chain overview • Supply Chain Game • Customer stakes • Negotiation Game • Order to Cash cycle • Collaboration tools • Value Stream Mapping • Connections with other functions Messages examples : • Customer service has full responsibility for Order-To-Cash cycle execution • Customer Service acts as a single point of Customer contact for daily Supply Chain operations • Customer Service is in charge of improving the Customer Service level • Customer Service leads internal initiatives contributing to profitable Growth through logistics terms management, DSO and customer partnerships |
| Świadczenia dodatkowe: | Certyfikat ukończenia szkolenia, materiały szkoleniowe, przerwy kawowe, lunch |
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