Module 2: Supply Chain
Six Sigma
- A set of management techniques to improve business processes
by reducing the probability that an error will occur.
Supply chain management
- It focuses on improving supply chain processes, which can
benefit both customers and business partners.
Supply Chain
- Activities that create finished goods from raw materials.
Logistics
- Planning and executing the storage and movement of goods
between different points in the supply chain.
Supply chain strategy
- Channel arrangement based on acknowledge dependency and
collaboration.
Supply chain operations
- Managerial processes that span functional areas within
individual firms.
Module 3: Globalization
Supply chain modeling
- A conscious attempt to bring order into a supply chain.
8 major components of supply chain modeling:
1. Inventory
- The most critical component of supply chain modeling.
2. Transportation
- Includes all modes of transportation such as road, rail, air,
and water.
3. Warehousing
- It includes storage. retrieval, and packaging.
4. Manufacturing
- It includes processes like assembly, testing, and quality
control.
5. Procurement
- Involves sourcing raw materials and components from
suppliers.
6. Distribution
- Covers the delivery of finished products to customers
through wholesalers, retailers, and direct sales channel.
7. Customer service
- Comprises activities like order taking, invoicing, return
processing and after sales service.
8. Information technology
- Critical in all aspects of supply chain management.
Supply lines:
1. Control inventory
2. Reduce costs
3. Meet customer demands
4. Increase efficiency
5. Respond to demand
Supply chain integration
- The fulfillment of the product is integrated into a single
system.
Horizontal integration
- Involves buying and cooperating with competitors.
Vertical integration
- Acquiring closely with organizations above and below
your business position in the supply chain.
Globalization
- Refers to the free movements of goods, services, and people
across the world.
Logistics of internationalization:
1. Distance
2. Documentation
3. Diversity
4. Demand
Module 4: Logistics
Logistics
- Management of order processing, inventory, transportation, and
the combination of warehousing.
Customer accomodation
2 types of consumers:
Consumer
- An individual or a household who purchases products.
Organizational end user
- Purchases are made by organizations or institutions.
Logistical value proposition
Service benefits
- To facilitate order processing, dedicated communications can be
maintained.
Cost minimization
- Focused on minimizing functional cost.
Logistics value proposition
- To master the art of matching operating competency and
commitment to key customer expectations and reqs.
Logistical operations
Inventory flow
- Concerned with movement and storage of inventory in the form
of materials, work in process, and finished products.
Information flow
- Identifies specific location planning within a logical system that
has requirements.
3 utilized structures:
1. Echelon
- Linear flow from origin to destination.
2. Direct
- To ship products directly to the customer's destination.
3. Combined
- Combination of echelon and direct.
Echeloned structured logistics:
1. Supplier
2. Storage
3. Manufacturer
4. Wholesaler’s warehouse
5. Retailer
6. Customer
The marketing concept builds on 4 fundamental ideas:
1. Customer needs and requirements are more basic than products
or services.
2. Different customers have different needs and requirements.
3. Perspective, which is the focus of logistics strategies.
4. And volume is secondary to profit.
Module 6: Customer service and customer satisfaction
Customer service
- The support you offer your customers both before and after they
buy and use your products and services.
Top 10 soft skills for customer service jobs:
1. Clear communication
2. Listening skills
3. Self control
4. Positive attitude
5. Assertiveness
6. Conflict resolution
7. Empathy
8. Depersonalization
9. Taking responsibility
10. A sense of humor
Importance of customer service:
1. Can have a big impact on your bottom line.
2. Can make or break your reputation.
3. Support is an integral part of the product experience.
4. Customers are willing to pay more for a better experience.
Importance of customer service in logistics:
1. Better brand image
2. Happy customers indicate others
3. Customer loyalty and satisfaction
Customer service elements:
1. Pre transaction
2. Transaction
3. Post transaction
Steps to follow in determining the service standards:
1. Understanding the customer’s business
2. Understanding who represents the customers
3. Asking the representatives to express their requirements
The model identifies gap managers:
Gap 1: knowledge
Gap 2: standards
Gap 3: performance
Gap 4: communications
Gap 5: perception
Gap 6: satisfaction/ quality
Customer satisfaction:
- Is essential since it aids in problem solving, prevents churn, and
identifies satisfied clients who may turn into your evangelists
and advocates.
Module 7: Virtual Organization
Virtual organization
- Used to describe a network of independent firms that join
together, often temporarily to produce a service or product.
- Often associated with such terms as virtual office, virtual teams,
and virtual leadership.
Types of virtual organizations:
Telecommuters
- These companies have employees who work from home.
Outsourcing employees
- These companies are characterized by the outsourcing of most
core competencies.
Completely virtual
- These companies are metaphorically described as companies
without walls.
The characteristics of virtual organization are:
1. Dynamic in nature
2. Flat organization
3. Power flexibility
4. Informal communication
5. Goal orientation
6. Vague organizational boundaries
7. Virtual teams
8. Knowledgeable workers
9. Sharing of information
10. Customer orientation
Traditional org vs. Virtual org:
Virtual organization
- Do not usually have any physical presence.
Traditional organization
- Has physical existence like real world offices and continuity in
their operations.
9 most common challenges that virtual teams face:
1. Communication
2. Collaboration
3. Office culture
4. Professional boundaries
5. Breaks
6. Structure
7. Trust
8. Distractions
9. Office supplies
