Relationship Between Management of Supply Chains, Operations, Quality, Customer Relationships and Customer Service

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    Relationship Between Management of Supply Chains, Operations, Quality, Customer
    Relationships and Customer Service

    Copyright, Carter
    McNamara, MBA, PhD

    It helps significantly to understand the overall context of each of the following
    topics and how they all are related to each other. Note that the most important
    driver to determining the activities in an organization, along with the order
    in which they occur, should always be satisfying the needs and expectations
    of its customers.

    1. Supply
      chain management
      (SCM) is the management of the chain of activities to
      get outside supplies and materials into the company, produce high-quality
      goods and services, and deliver them to the customer. Although there are many
      components in the supply chain, they are aligned to be focused first on meeting
      the actual, or forecasted, needs of customers.
    2. Quality management
      (QM) is the management of the activities to ensure that all of the components
      of the SCM operate with the highest quality for optimum effectiveness and
      efficiencies.
    3. Operations
      management
      (OM) is the management of the recurring, high-quality organizational
      activities needed to achieve the organization’s strategic goals, and this
      includes the parts of the supply chain that occur within the organization.
      Thus, much of SCM overlaps with OM.
    4. Customer
      relationship management
      (CRM) is the management of the activities to ensure
      high-quality relationships with customers, especially at those points where
      the customer interacts with the organization. Thus, CRM is sometimes seen
      as a component of SCM.
    5. Customer service
      management
      (CSM) is the management of the activities to ensure the organization
      always understands the expectations of customers and always meets or exceeds
      those expectations. CSM is focused first on understanding and meeting the
      needs and expectations of customers. Thus, CSM could be seen as a component
      of CRM.

    For the Category of Operations Management:

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