1chapter 10 essentials of marketing 4e lamb hair mcdaniel ©2005 south-western/thomson learning...
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1Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Marketing Channels andMarketing Channels andSupply Chain ManagementSupply Chain Management
Prepared byPrepared byDeborah BakerDeborah Baker
Texas Christian UniversityTexas Christian University
Chapter 10
2Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning ObjectivesLearning Objectives
1. Explain what a marketing channel is and why intermediaries are needed.
2. Define the types of channel intermediaries and describe their functions and activities.
3Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning Objectives Learning Objectives (continued)(continued)
3. Describe the channel structures for consumer and business-to-business products and discuss alternative channel arrangements.
4. Define supply chain management and discuss its benefits.
5. Discuss the issues that influence channel strategy.
4Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning Objectives Learning Objectives (continued)(continued)
6. Explain channel leadership, conflict, and partnering.
7. Describe the logistical components of the supply chain.
8. Discuss new technology and emerging trends in supply chain management.
5Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning Objectives Learning Objectives (continued)(continued)
9. Discuss channels and distribution decisions in global markets.
10. Identify the special problems and opportunities associated with distribution in service organizations.
6Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning Objective Learning Objective
Explain what a marketing channel is and why intermediaries are needed.
11
On Linehttp://www.heb.com
On Linehttp://www.heb.com
7Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Marketing ChannelsMarketing Channels
MarketingChannel
MarketingChannel
SupplyChain
SupplyChain
A set of interdependent organizations that ease the transfer of ownership as
products move from producer to business user or consumer.
A set of interdependent organizations that ease the transfer of ownership as
products move from producer to business user or consumer.
The connected chain of all the business entities, both internal and external to the company, that perform or support
the logistics function.
The connected chain of all the business entities, both internal and external to the company, that perform or support
the logistics function.
11
8Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Marketing Channel FunctionsMarketing Channel Functions
Specialization andDivision of Labor
Specialization andDivision of Labor
ChannelsFulfillThree
ImportantFunctions
ChannelsFulfillThree
ImportantFunctions
OvercomingDiscrepanciesOvercoming
Discrepancies
Providing ContactEfficiency
Providing ContactEfficiency
11
9Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Specialization and Specialization and Division of LaborDivision of Labor
Provides efficiency and cost savings
Attains economies of scale
Aids producers who lack resources to market directly
Builds good relationships with customers
11
10Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Overcoming DiscrepanciesOvercoming Discrepancies
Discrepancyof
Quantity
Discrepancyof
Quantity
Discrepancyof
Assortment
Discrepancyof
Assortment
The difference between the amount of product produced and the amount an end user wants to buy.
The difference between the amount of product produced and the amount an end user wants to buy.
The lack of all the items a customer needs to receive full satisfaction from a product or products.
The lack of all the items a customer needs to receive full satisfaction from a product or products.
11
11Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Overcoming DiscrepanciesOvercoming Discrepancies
TemporalDiscrepancy
TemporalDiscrepancy
SpatialDiscrepancy
SpatialDiscrepancy
A situation that occurs when a product is produced but a
customer is not ready to buy it.
A situation that occurs when a product is produced but a
customer is not ready to buy it.
The difference between the location of a producer and the
location of widely scattered markets.
The difference between the location of a producer and the
location of widely scattered markets.
11
12Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Contact EfficiencyContact Efficiency11
13Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning Objective Learning Objective
Define the types of channel intermediaries and describe their functions and activities.
22
14Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Channel IntermediariesChannel Intermediaries
RetailerRetailer
MerchantWholesalerMerchant
Wholesaler
Agents andBrokers
Agents andBrokers
A channel intermediary that sells mainly to customers.
A channel intermediary that sells mainly to customers.
An institution that buys goods from manufacturers, takes title
to goods, stores them, and resells and ships them.
An institution that buys goods from manufacturers, takes title
to goods, stores them, and resells and ships them.
Wholesaling intermediaries who facilitate the sale of a product by representing channel member.
Wholesaling intermediaries who facilitate the sale of a product by representing channel member.
22
15Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Channel IntermediariesChannel Intermediaries
RetailersRetailersRetailersRetailers
Merchant Merchant WholesalersWholesalersMerchant Merchant
WholesalersWholesalers
Agents Agents andand
BrokersBrokers
Agents Agents andand
BrokersBrokers
Take Title to GoodsTake Title to GoodsTake Title to GoodsTake Title to Goods
Take Title to GoodsTake Title to GoodsTake Title to GoodsTake Title to Goods
Do NOT Take Title to GoodsDo NOT Take Title to GoodsDo NOT Take Title to GoodsDo NOT Take Title to Goods
22
16Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Factors Suggesting Type of Factors Suggesting Type of Wholesaling Intermediary to Wholesaling Intermediary to
UseUse22
17Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Channel Functions Channel Functions Performed by IntermediariesPerformed by Intermediaries
Contacting/Promotion
Negotiating
Risk Taking
Researching
Financing
Physically distributing
Storing
Sorting
FacilitatingFunction
FacilitatingFunction
TransactionalFunctions
TransactionalFunctions
Logistical Functions
Logistical Functions
22
18Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
LogisticsLogistics
The process of strategically
managing the efficient flow
and storage of raw
materials, in-process
inventory, and finished
goods from point of origin
to point of consumption.
22
19Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning Objective Learning Objective
Describe the channel structures for consumer and business-to-business products and discuss alternative channel arrangements.
33
20Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Direct ChannelDirect Channel
A distribution channel in
which producers sell
directly to consumers.
33
21Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Channels for Consumer Channels for Consumer ProductsProducts
Producer Producer Producer Producer
Consumers Consumers Consumers Consumers
Retailers Retailers Retailers
Wholesalers Wholesalers
Agents orBrokers
WholesalerWholesalerChannelChannel
RetailerRetailerChannelChannel
DirectDirectChannelChannel
Agent/BrokerAgent/BrokerChannelChannel
33
22Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Channels for Channels for Business-to-Business ProductsBusiness-to-Business Products
Producer
IndustrialUser
DirectDirectChannelChannel
Producer
Govt.Buyer
DirectDirectChannelChannel
Producer Producer Producer
IndustrialUser
IndustrialUser
IndustrialUser
IndustrialDistributor
IndustrialDistributor
Agents orBrokers
Agents orBrokers
Agent/BrokerAgent/BrokerChannelChannel
IndustrialIndustrialDistributorDistributor
Agent/BrokerAgent/BrokerIndustrialIndustrialChannelChannel
33
23Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Business-to-Business Business-to-Business Exchanges Exchanges
on the Interneton the Internet
Linking buyers and sellers
Dropping the middleman from the supply chain
Creating “private exchanges” to automate the supply chain
33
On Linehttp://www.sherwinwilliams.com
On Linehttp://www.sherwinwilliams.com
24Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Alternative Channel Alternative Channel ArrangementsArrangements
Multiple Channels
Strategic ChannelAlliances
NontraditionalChannels
33
25Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning Objective Learning Objective
Define supply chain management and discuss its benefits.
44
26Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Supply Chain ManagementSupply Chain Management
A management system that
coordinates and integrates
all of the activities
performed by supply chain
members into a seamless
process, from the source to
the point of consumption.
44
27Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Physical flow process that engineers the
movement of goods
Physical flow process that engineers the
movement of goods
Communicator of customer demand frompoint of sale to supplier
Communicator of customer demand frompoint of sale to supplier
Role of Supply Chain Role of Supply Chain ManagementManagement
44
28Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Benefits of Benefits of Supply Chain ManagementSupply Chain Management
Greater Supply Chain Flexibility Greater Supply Chain Flexibility
Improved Customer ServiceImproved Customer Service
Higher RevenuesHigher Revenues
Reduced Costs Reduced Costs
44
On Linehttp://www.nashfinch.com
On Linehttp://www.nashfinch.com
29Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning Objective Learning Objective
Discuss the issues that influence channel strategy.
55
30Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Channel Strategy DecisionsChannel Strategy Decisions
Producer FactorsProducer Factors
Product FactorsProduct Factors
Market FactorsMarket Factors
Factors Factors Affecting Affecting Channel Channel ChoiceChoice
Factors Factors Affecting Affecting Channel Channel ChoiceChoice
Exclusive DistributionExclusive Distribution
Selective DistributionSelective Distribution
Intensive DistributionIntensive Distribution
Level ofLevel ofDistributionDistribution
IntensityIntensity
Level ofLevel ofDistributionDistribution
IntensityIntensity
55
31Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Market FactorsMarket Factors
Market FactorsMarket FactorsThat Affect That Affect
ChannelChannelChoicesChoices
Market FactorsMarket FactorsThat Affect That Affect
ChannelChannelChoicesChoices
Customer ProfilesCustomer Profiles
Consumer or IndustrialCustomer
Consumer or IndustrialCustomer
Size of MarketSize of Market
Geographic Location
55
32Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Product FactorsProduct Factors
Product FactorsProduct FactorsThat Affect That Affect
ChannelChannelChoicesChoices
Product FactorsProduct FactorsThat Affect That Affect
ChannelChannelChoicesChoices
Product Complexity Product Complexity
Product PriceProduct Price
Product Life CycleProduct Life Cycle
Product DelicacyProduct Delicacy
55
33Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Producer FactorsProducer Factors
Producer FactorsProducer FactorsThat Affect That Affect
ChannelChannelChoicesChoices
Producer FactorsProducer FactorsThat Affect That Affect
ChannelChannelChoicesChoices
Producer Resources Producer Resources
Number of Product LinesNumber of Product Lines
Desire for Channel ControlDesire for Channel Control
55
34Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Levels of Distribution Levels of Distribution IntensityIntensity
Intensity LevelIntensity LevelIntensity LevelIntensity Level ObjectiveObjectiveObjectiveObjective Number of Number of IntermediariesIntermediaries
Number of Number of IntermediariesIntermediaries
IntensiveIntensive
SelectiveSelective
ExclusiveExclusive
Achieve mass marketselling.
Convenience goods.
Achieve mass marketselling.
Convenience goods.
Work with selected intermediaries.
Shopping and some specialty goods.
Work with selected intermediaries.
Shopping and some specialty goods.
Work with singleintermediary. Specialty
goods and industrial equipment.
Work with singleintermediary. Specialty
goods and industrial equipment.
ManyMany
SeveralSeveral
OneOne
55
On Linehttp://www.radioshack.comhttp://www.sprint.comhttp://www.compaq.comhttp://www.rca.comhttp://www.directv.com
On Linehttp://www.radioshack.comhttp://www.sprint.comhttp://www.compaq.comhttp://www.rca.comhttp://www.directv.com
35Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning Objective Learning Objective
Explain channel leadership, conflict, and partnering.
66
36Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Managing Channel Managing Channel RelationshipsRelationships
Channel PartneringChannel Partnering
Channel ConflictChannel Conflict
Channel LeadershipChannel Leadership
Channel ControlChannel Control
Channel PowerChannel Power
Social Social Dimensions Dimensions of Channelsof Channels
Social Social Dimensions Dimensions of Channelsof Channels
66
37Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Channel Power, Channel Power, Control, and LeadershipControl, and Leadership
ChannelPower
ChannelPower
ChannelControl
ChannelControl
Channel Leader
Channel Leader
A channel member’s capacity to control or influence the behavior
of other channel members
A channel member’s capacity to control or influence the behavior
of other channel members
A situation that occurs when one marketing channel member intentionally affects another
member’s behavior.
A situation that occurs when one marketing channel member intentionally affects another
member’s behavior.
A member of a marketing channelthat exercises authority/power over
the activities of other members.
A member of a marketing channelthat exercises authority/power over
the activities of other members.
66
38Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Channel ConflictChannel Conflict
A clash of goals and methods
between distribution channel members.
HorizontalConflict
HorizontalConflict
Occurs among channel members on the same level
Occurs among channel members on the same level
VerticalConflictVerticalConflict
Occurs among channel members at different levels
Occurs among channel members at different levels
66
39Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Channel PartneringChannel Partnering
The joint effort of all
channel members to create
a supply chain that serves
customers and creates a
competitive advantage.
66
40Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Transaction-Transaction-BasedBased
Partnership-BasedPartnership-Based
Supplier / Supplier / Manufacturer Manufacturer RelationshipsRelationships
Short-term
Adversarial
Independent
Price important
Long-term
Cooperative
Dependent
Value-added services
Number of Number of SuppliersSuppliers
Many Few
Information Information SharingSharing
Minimal High
Investment Investment RequiredRequired
Minimal High
Transaction- vs. Transaction- vs. Partnership-Based FirmsPartnership-Based Firms
66
41Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning Objective Learning Objective
Describe the logistical components of the supply chain.
77
42Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Integrated Logistical Integrated Logistical Components of the Supply ChainComponents of the Supply Chain
Sourcing & ProcurementSourcing & Procurement
Production SchedulingProduction Scheduling
Order Processing & Customer ServiceOrder Processing & Customer Service
Inventory ControlInventory Control
SupplySupplyChainChainTeamTeam
SupplySupplyChainChainTeamTeam
Warehouse & Materials HandlingWarehouse & Materials Handling
TransportationTransportation
Lo
gis
tics
Info
rma
tio
n S
yste
mL
og
isti
cs In
form
ati
on
Sys
tem
77
43Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Sourcing and ProcurementSourcing and Procurement
NegotiateService Levels
NegotiateService Levels
NegotiatePrice
NegotiatePrice
SelectSuppliers
SelectSuppliers
DevelopSpecifications
DevelopSpecifications
Plan Purchasing Strategies
Plan Purchasing Strategies
Role ofRole ofPurchasingPurchasing
DepartmentsDepartments
Role ofRole ofPurchasingPurchasing
DepartmentsDepartments
77
44Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Production SchedulingProduction Scheduling
Push / Pull Push / Pull StrategyStrategyPush / Pull Push / Pull StrategyStrategy
Traditional FocusTraditional Focus Traditional FocusTraditional Focus
PushPush
Start of Start of ProductionProductionStart of Start of ProductionProduction
ManufacturingManufacturingManufacturingManufacturing
Inventory-BasedInventory-Based
Mass ProductionMass Production
Customer FocusCustomer Focus Customer FocusCustomer Focus
PullPull
Customer-Order Based
Customer-Order Based
Mass CustomizationMass Customization
77
45Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Just-in-Time ManufacturingJust-in-Time Manufacturing
A process that redefines
and simplifies
manufacturing by reducing
inventory levels and
delivering raw materials
just when they are needed
on the production line.
77
46Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Benefits of JITBenefits of JIT
Reduces raw material inventories
Shortens lead times
Creates better supplier relationships
Reduces production and storeroom costs
Reduces paperwork
77
47Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
JIT RequirementsJIT Requirements
Requirements Requirements forfor
Manufacturers Manufacturers Using JITUsing JIT
Requirements Requirements forfor
Manufacturers Manufacturers Using JITUsing JIT
Receive High-Quality Parts Receive High-Quality Parts
Meet Supplier Delivery Commitments
Meet Supplier Delivery Commitments
Have a Crisis Management Plan
Have a Crisis Management Plan
77
48Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Electronic Data InterchangeElectronic Data Interchange
Information technology
that replaces paper
documents that accompany
business transactions.
77
On Linehttp://www.walmartstores.com
On Linehttp://www.walmartstores.com
49Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Inventory Control SystemInventory Control System
A method of developing
and maintaining an
adequate assortment of
materials or products to
meet a manufacturer’s or a
customer’s demand.
77
50Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
MRP and DRPMRP and DRP
MaterialsRequirement
Planning
MaterialsRequirement
Planning
DistributionResourcePlanning
DistributionResourcePlanning
An inventory control system that manages the replenishment of raw materials, supplies, and components from the supplier to the manufacturer.
An inventory control system that manages the replenishment of raw materials, supplies, and components from the supplier to the manufacturer.
An inventory control system that manages the replenishment of goods from the manufacturer to the final consumer.
An inventory control system that manages the replenishment of goods from the manufacturer to the final consumer.
77
51Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Warehouse and Warehouse and Materials-HandlingMaterials-Handling
Materials Materials HandlingHandlingFunctionsFunctions
Materials Materials HandlingHandlingFunctionsFunctions
Receive goods into warehouse
Dispatch the goods totemporary storage
Recall, select, or pick the goods for shipment
Identify, sort, and label goods
77
52Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
TransportationTransportation
CostCost
Transit TimeTransit Time
ReliabilityReliability
CapabilityCapability
AccessibilityAccessibility
TraceabilityTraceability
Criteria Criteria forfor
Transportation Transportation ModeMode
ChoiceChoice
Criteria Criteria forfor
Transportation Transportation ModeMode
ChoiceChoice
77
53Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Criteria for RankingCriteria for RankingModes of TransportationModes of Transportation
Relative Cost
TransitTime
Reliability
Capability
Accessibility
Traceability
HighestHighest LowestLowest
Air WaterPipeRailTruck
Water Rail Pipe Truck Air
Pipe Truck Rail Air Water
Water
Truck
Rail Truck Air Pipe
Rail Air Water Pipe
Air Truck Rail Water Pipe
77
54Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning Objective Learning Objective
Discuss new technology and emerging trends in supply chain management.
88
55Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Trends in Trends in Supply Chain ManagementSupply Chain Management
Electronic DistributionElectronic Distribution
Outsourcing ofLogistics Functions
Outsourcing ofLogistics Functions
AdvancedComputer Technology
AdvancedComputer TechnologyTrends Trends
Affecting the Affecting the Logistics Logistics IndustryIndustry
Trends Trends Affecting the Affecting the
Logistics Logistics IndustryIndustry
88
56Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning Objective Learning Objective
Discuss channels and distribution decisions in global markets.
99
57Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Channels and Distribution Channels and Distribution Decisions for Global MarketsDecisions for Global Markets
Global SupplyGlobal SupplyChain ManagementChain Management
Global SupplyGlobal SupplyChain ManagementChain Management
Awareness of trade legalitiesAwareness of trade legalities
Transportation IssuesTransportation Issues
Global Channel Global Channel DevelopmentDevelopment
Global Channel Global Channel DevelopmentDevelopment
Channel structure and type differ
Channel structure and type differ
Gray marketing channelsGray marketing channels
99
On Linehttp://www.wto.com
On Linehttp://www.wto.com
58Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Learning ObjectiveLearning Objective
Identify the special problems and opportunities associated with distribution in service organizations.
1010
59Chapter 10 Essentials of Marketing 4e Lamb Hair McDaniel©2005 South-Western/Thomson Learning
Channels and DistributionChannels and DistributionDecisions for ServicesDecisions for Services
Areas of Focus Areas of Focus forfor
Service Service DistributionDistribution
Areas of Focus Areas of Focus forfor
Service Service DistributionDistribution
Minimizing wait times Minimizing wait times
Managing service capacityManaging service capacity
Improving service delivery Improving service delivery
1010