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1Logisticsandcompetitivestrategy 1

Competitiveadvantage 4

Gainingcompetitiveadvantagethroughlogistics 10

Themissionoflogisticsmanagement 13

Thesupplychainandcompetitiveperformance 15

Thechanginglogisticsenvironment 23

Summary 33

2Thecustomerservicedimension 35

Themarketingandlogisticsinterface 37

Whatiscustomerservice? 39

Customerserviceandcustomerretention 44

Service-drivenlogisticssystems 47

Settingcustomerservicepriorities 56

Settingservicestandards 61

Summary 68

3Measuringlogisticscostsandperformance 69

Theconceptoftotalcostanalysis 72

Principlesoflogisticscosting 74

Logisticsandthebottomline 77

Logisticsandshareholdervalue 83

Customerprofitabilityanalysis 85

Directproductprofitability 92

Costdriversandactivity-basedcosting 95

Summary 99

4Benchmarkingthesupplychain 101

Whattobenchmark? 106

Benchmarkingthelogisticsprocess 107

Mappingsupplychainprocesses 110

Supplieranddistributorbenchmarking 116

Settingbenchmarkingpriorities 117

Identifyinglogisticsperformanceindicators 122

Summary 124

5Managingtheglobalpipeline 125

Thetrendtowardsglobalizationinthesupplychain 129

Thechallengeofgloballogistics 137

Organizingforgloballogistics 141

Thefuture 145

Summary 146

6Strategiclead-timemanagement 147

Time-basedcompetition 149

Theconceptofleadtime 157

Logisticspipelinemanagement 162

Logisticsvalueengineering 164

Thelead-timegap 167

Summary 176

7Just-in-timeand quickresponse logistics 177

TheJapanesephilosophy 185

Implicationsforlogistics 188

Quickresponse logistics 192

Vendormanagedinventory 195

Logisticsinformationsystems 199

Logisticssystemsdynamics 201

Productionstrategiesforquickresponse 207

Summary 212

8Managingthesupplychain 213

Creatingthelogisticsvision 215

Theproblemswithconventionalorganizations 216

Developingthelogisticsorganization 221

Logisticsasthevehicleforchange 229

Theneedforintegration 231

Managingthesupplychainasanetwork 234

ProcessintegrationandECR 237

Co-makershipandlogisticspartnerships 240

Supplierdevelopment 245

Summary 248

Appendix 249

9Leading-edgelogistics 255

Theneworganizationalparadigm 259

Managingthesupplychainofthefuture 264

Theroleofinformationinthevirtualsupplychain 271

Makingchangehappen 274

Summary 286

Index 289