Framework to Manage Customer Enquiries for SMEs
Name
IMST007.pdf
Size
250.59 KB
Format
Adobe PDF
Checksum (MD5)
7a05ffac1d5610d0e08ee6d0bd529c7e
Author(s)
Xiong, M.H.
Tor, Shu Beng
Bhatnagar, Rohit
Venkataramanaiah, S.
Date Issued
January 2003
Series/Report no.
Innovation in Manufacturing Systems and Technology (IMST);
Abstract
For most Smaller Manufacturing Enterprises (SMEs), how to manage customer enquiries at the customer enquiry stage is of great importance to maintain the competitive advantage and secure future customer orders. A lack of co-ordination between marketing/sales and production at this stage often leads to confirmed orders being delivered later than promised and/or being produced at a loss. In the paper, the problems and the solutions for managing customer enquiries faced by many SMEs are addressed. A general process for dealing with customer enquiries at the customer enquiry stage and a corresponding DSS approach are presented in detailed. The SMEs would benefit from the proposed DSS in which the considerations of current material and production capacity are given to the customer enquiry management process.
Subjects
customer enquiry
dynamic BOM
decision making
demand fulfillment
Persistent DSpace Link
