{"id":1209,"date":"2016-12-07T15:02:57","date_gmt":"2016-12-07T14:02:57","guid":{"rendered":"http:\/\/smartvco.com\/nel-tennis-e-nel-business-un-servizio-vincentegarantisce-il-punto\/"},"modified":"2026-01-23T07:55:55","modified_gmt":"2026-01-23T06:55:55","slug":"for-tennis-and-business-a-winning-service-guarantee-you-the-point","status":"publish","type":"post","link":"https:\/\/smartvco.com\/en\/for-tennis-and-business-a-winning-service-guarantee-you-the-point\/","title":{"rendered":"For tennis and business, a winning service…guarantee you the point!"},"content":{"rendered":"

\n\tNel tennis e nel business, un servizio vincente…garantisce il punto<\/strong><\/p>\n

\n\tClienti soddisfatti, che hanno ricevuto le merci acquistate nei tempi giusti: questo è ciò a cui aspirano le aziende manifatturiere.<\/p>\n

\n\tPerché ciò accada è importante monitorare il “livello di servizio”, cioè l’indicatore che rappresenta la capacità dell’azienda di rispettare i tempi di consegna concordati: il livello di servizio, infatti, è un fattore competitivo di crescente importanza.<\/p>\n

\n\tPer identificare il “Livello di servizio” bisogna prima delineare i<\/span> livelli<\/span> di servizio:<\/p>\n

\n\t–       il livello di servizio necessario;<\/p>\n

\n\t–       il livello di servizio concordato;<\/p>\n

\n\t–       il livello di servizio offerto;<\/p>\n

\n\t–       infine, il livello di servizio percepito.<\/p>\n

\n\tMal di testa? Procediamo per gradi.<\/p>\n

\n\t <\/p>\n

\n\tLivello di servizio necessario: è ciò di cui realmente il cliente ha bisogno.<\/p>\n

\n\tLivello di servizio concordato: può essere regolato da un contratto (ed in tal caso assume il nome di livello di servizio contrattuale) oppure determinato da un accordo verbale o dalla consuetudine. Ogniqualvolta via sia un livello di servizio stabilito contrattualmente, livello di servizio necessario e concordato coincidono.<\/p>\n

\n\tLivello di servizio offerto: quanto realmente l’azienda fornitrice offre al cliente.<\/p>\n

\n\tLivello di servizio percepito: come il cliente percepisce (sensazione) il soddisfacimento della propria necessità.<\/p>\n

\n\tPerché è importante monitorare questo aspetto? I motivi sono diversi:<\/p>\n

\n\t–       evitare dispute contrattuali<\/p>\n

\n\t–       evitare extra-costi<\/p>\n

\n\t–       mantenere elevata la customer satisfaction<\/em>.<\/p>\n

\n\tCome monitorare l’adeguatezza o meno del livello di servizio offerto ai propri clienti e ricevuto dai propri fornitori di trasporto?<\/p>\n

\n\tInnanzitutto occorre esplicitare il livello di servizio necessario per il cliente, quando non sia regolato da accordi vincolanti (contratti) o comunque espressi (capitolati di gara, comunicazioni ufficiali, …). Per fare ciò occorre mettere in atto una procedura di rilevazione quanto più oggettiva, onde evitare possibili cause di inquinamento:<\/p>\n

\n\t–       struttura commerciale che spinge per un servizio più veloce del necessario in fase di vendita o che all’opposto una volta portato a casa l’ordine sottostima le esigenze di servizio;<\/p>\n

\n\t–       “ingordigia” dei buyer del cliente (nel dubbio, è sempre tutto urgentissimo);<\/p>\n

\n\t–       re-iterazione delle consuetudini (“si è sempre fatto così’”).<\/p>\n

\n\tIl secondo aspetto del sistema di monitoraggio<\/em> è il tracciare regolarmente i tempi di resa messi a disposizione dai propri fornitori (ad esempio avvalendosi di un servizio di freight audit<\/em> e monitoraggio delle fatture di trasporto).<\/p>\n

\n\tIl confronto tra queste due misurazioni permette di esplicitare il gap tra la resa necessaria e quella offerta.<\/p>\n

\n\tInfine è utile confrontare quanto offerto con la percezione che ne ha il cliente: se vi è uno scostamento negativo occorre porre rimedio con azioni correttive (ad esempio predisponendo un preciso capitolato di gara per un tender sui trasporti).<\/p>\n","protected":false},"excerpt":{"rendered":"

Nel tennis e nel business, un servizio vincente…garantisce il punto Clienti soddisfatti, che hanno ricevuto le merci acquistate nei tempi giusti: questo è ciò a cui aspirano le aziende manifatturiere.[…]<\/p>\n","protected":false},"author":5,"featured_media":856,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[323],"tags":[],"class_list":["post-1209","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","wpautop"],"yoast_head":"\nFor tennis and business, a winning service...guarantee you the point! | Smart VCO<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/smartvco.com\/en\/for-tennis-and-business-a-winning-service-guarantee-you-the-point\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"For tennis and business, a winning service...guarantee you the point! 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