s [ Pobierz całość w formacie PDF ]

purchased, customer geographic location, etc.
Customer Service: Activities between the buyer and seller that enhance or facilitate the sale or use
of the seller s products or services.
Customer Service Ratio: See Percent of Fill
Customer Service Representative (CSR): The individual who provides customer support via
telephone in a call center environment.
Customer Signature/Authorization to Order Receipt: Average lead-time from when a customer
authorizes an order to the time that that order is received and order entry can commence. (An
element of Order Fulfillment Lead Time)
Note: Determined separately for Make-to-Order, Configure/Package-to-Order,
Engineer-to-Order, and Make-to-Stock products.
Customer-Supplier Partnership: A long-term relationship between a buyer and a supplier
characterized by teamwork and mutual confidence. The supplier is considered an extension of the
buyer s organization. The partnership is based on several commitments. The buyer provides long-term
contracts and uses fewer suppliers. The supplier implements quality assurance processes so that
incoming inspection can be minimized. The supplier also helps the buyer reduce costs and improve
product and process designs.
Customization: Creating a product from existing components into an individual order. Synonym:
Build to Order.
Customs and Border Protection, U.S. (CBP): Formed during the creation of the Department of
Homeland Security in 2003, CBP consists primarily of the customs inspection function formerly
performed by the U.S. Customs Service as part of the Department of Treasury, the immigration
inspection function formerly performed by the Immigration and Naturalization Service (INS), and the
Border Patrol, formerly part of the Department of Justice.
Definitions compiled by:
Kate Vitasek
Supply Chain Visions
www.scvisions.com
Bellevue, Washington
Please note: The Council of Supply Chain Management Professionals (CSCMP) does not take responsibility for the content of these definitions,
nor does CSCMP endorse these as official definitions except as noted.
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Updated October 2006
Customs House Broker: A business firm that oversees the movement of international shipments
through customs and ensures that the documentation accompanying a shipment is complete and
accurate.
Customs-Trade Partnership against Terrorism (C-TPAT): A joint government/business initiative
to build cooperative relationships that strengthen overall supply chain and border security. The
voluntary program is designed to share information that will protect against terrorists' compromising
the supply chain.
CWT: See Hundredweight
Cycle Counting: An inventory accuracy audit technique where inventory is counted on a cyclic
schedule rather than once a year. A cycle inventory count is usually taken on a regular, defined basis
(often more frequently for high-value or fast-moving items and less frequently for low-value or slow-
moving items). Most effective cycle counting systems require the counting of a certain number of
items every workday with each item counted at a prescribed frequency. The key purpose of cycle
counting is to identify items in error, thus triggering research, identification, and elimination of the
cause of the errors.
Cycle Inventory: An inventory system where counts are performed continuously, often eliminating
the need for an annual overall inventory. It is usually set up so that A items are counted regularly
(i.e., every month), B items are counted semi-regularly (every quarter or six months), and C items
are counted perhaps only once a year.
Cycle Time: The amount of time it takes to complete a business process.
Cycle Time to Process Excess Product Returns for Resale: The total time to process goods
returned as Excess by customer or distribution centers, in preparation for resale. This cycle time
includes the time a Return Product Authorization (RPA) is created to the time the RPA is approved,
from Product Available for Pick-up to Product Received and from Product Receipt to Product Available
for use.
Cycle Time to Process Obsolete and End-of-Life Product Returns for Disposal: The total time
to process goods returned as Obsolete & End of Life to actual Disposal. This cycle time includes the
time a Return Product Authorization (RPA) is created to the time the RPA is approved, from Product
Available for Pick-up to Product Received and from Product Receipt to Product Disposal/Recycle.
Cycle Time to Repair or Refurbish Returns for Use: The total time to process goods returned for
repair or refurbishing. This cycle time includes the time a Return Product Authorization (RPA) is
created to the time the RPA is approved, from Product Available for Pick-up to Product Received, from
Product Receipt to Product Repair/Refurbish begin, and from Product Repair/Refurbish begin to
Product Available for use.
Cyclical Demand: A situation where demand patterns for a product run in cycles driven by
seasonality or other predictable factors.
Definitions compiled by:
Kate Vitasek
Supply Chain Visions
www.scvisions.com
Bellevue, Washington
Please note: The Council of Supply Chain Management Professionals (CSCMP) does not take responsibility for the content of these definitions,
nor does CSCMP endorse these as official definitions except as noted.
Page 41 of 167
SUPPLY CHAIN and LOGISTICS
TERMS and GLOSSARY
Updated October 2006
D
Dangerous Goods: Articles or substances capable of posing significant health, safety, or
environmental risk, and that ordinarily require special attention including packaging and labeling when
stored or transported. Also referred to as Hazardous Goods or Hazardous Materials (HazMat).
Dashboard: A performance measurement tool used to capture a summary of the Key Performance
Indicators (KPIs)/metrics of a company. Metrics dashboards/scorecards should be easy to read and
usually have  red, yellow, green indicators to flag when the company is not meeting its metrics
targets. Ideally, a dashboard/scorecard should be cross-functional in nature and include both financial
and non-financial measures. In addition, scorecards should be reviewed regularly  at least on a
monthly basis and weekly in key functions such as manufacturing and distribution where activities are
critical to the success of a company. The dashboard/scorecards philosophy can also be applied to
external supply chain partners such as suppliers to ensure that supplier s objectives and practices
align. Synonym: Scorecard [ Pobierz całość w formacie PDF ]