• Gopa kumar Universiti Sains Malaysia
  • Jayaraman k Universiti Sains Malaysia
  • s Kiumarsi Universiti Sains Malaysia


Abstract: REDUCTION INSHIPMENT DELINQUENCIES ANDPRODUCT LEAD TIME ONENHANCING CUSTOMER SERVICE: A CASE STUDY. Customer service plays an important role in an organization's ability to generate income and revenue. From this perspective, customer service should be included as part of an overall approach to systematic improvement. A customer service experience can change the entire perception a customer has of the organization. The present paper identifies the current weaknesses of an electronic companyin terms of shipment delinquencies and long product lead-times and to propose recommendations to the company to overcome the issues towards enhancing customer service. The paper investigates the organizations’ internal and external environment factors towards establishing strengths and opportunities and further analyzing the various problems faced in order to establish the root-cause components. A list of recommendations are proposed through which the company may be able to enhance its level of customer service, increase its market share and sustain in the industry as a serious and viable contender.


Keyword: Shipment; Lead-Time; Product Inventory; Customer Service


Bromley M. & Cuthbertson R. (2006), Managing Performance: Ambition into Action, paper, Strategy and Performance Management: Practitioner Perspectives, BAM-ESRC research seminar, UEA, September.

Conklin, Michael (2006), Measuring and Tracking Customer Satisfaction, MarketTools Inc.

David F.R. (2011), Strategic Management: Concepts and cases (13th Edition International), London: Pearson Education International.

Gunn R. & Williams W. (2007), Strategic Tools: An empirical investigation into strategy in practice in the UK, Strategic Change, 16, 201-16.

Hayya, J.C, Harrison, T.P, and He, X.J.(2011).The impact of stochastic lead time reduction on inventory cost under order crossover, European Journal of Operational Research, vol. 211, pp. 274–281.

Ouyang, L. Y., Wu, K. S.and Ho, C. H.,(2007). An integrated vendor–buyer inventory model with quality improvement and lead time reduction, International Journal of Production Economics, 108(2),349–358.

Pan, C.H.J.and Yang, J.S., (2002). A study of an integrated inventory with controllable lead time, International Journal of Production Research, 40(5), 1263–1273.

Richard J. Tersine, Edward A. Hummingbird, (1995). Lead-time reduction: the search for competitive advantage, International Journal of Operations & Production Management, 15 (2), 8 – 18.

Saibal Ray, Jewkes, E.M., (2004). Customer lead time management when both demand and price are lead time sensitive, Stochastics and Statistics, European Journal of Operational Research 153, 769–781.

Witcher B.J. & Chau V.S. (2010).Strategic Management: Principles and Practice, South-Western, Cengage Learning.




How to Cite

kumar, G., k, J., & Kiumarsi, s. (2014). REDUCTION INSHIPMENT DELINQUENCIES ANDPRODUCT LEAD TIME ONENHANCING CUSTOMER SERVICE: A CASE STUDY. The International Journal of Accounting and Business Society, 22(1). Retrieved from