出版社：Academy of Economic Studies - Bucharest, Romania
摘要：There are no standards which one could use for establishing approximately or precisely whether the management of an organization is good or bad. There is management best practices as alternative, sooner elaborated advices then rules imposed to a manager, which can improve management processes. This article contains management best practices used in logistics for customer service planning. The results are a part of the research undertaken inside the doctoral thesis by the first author of this article. Logistics is the group of activities of the firm which insure the flow of materials, parts and final products from firm’s suppliers to its customers, but also inside the firm. At firm’s level logistics is usually perceived as a cost. We believe it is necessary that firm’s management to observe that logistics insures goods transfer, at a certain costs level, but also at a certain customer service level. The interest of management should be though expanded from cost management at demand planning and customer service management. We exposed further best practices regarding customer service planning in logistics. The article has in the first part theoretical details regarding customer service, but also regarding management best practices, in the second the elements of customer service, in the third management best practices found at international level, while the fourth part contains the evaluation of best practices usage and knowledge by the Romanian managers. In conclusion, Romanian managers could be considered sooner reactive than proactive regarding logistics customer service planning. Regarding knowledge level, the exposed methods are scarcely known, while the usage level can be improved.
关键词：management best practice; logistics; customer service; utility
