Supply Chain

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ASSIGNMENT 2

Table of Contents

1.0

ACKNOWLEDGEMENT ACKNOWLEDGEMENT ........................................... ................................................................. ............................................ ........................... ..... 2

2.0

INTRODUCTION........................... INTRODUCTION................................................. ............................................ ............................................ .................................. ............ 3

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TASK DISCUSSION ............................................ .................................................................. ............................................ .................................. ............ 4

3.1

Task 1 ........................................... ................................................................. ............................................ ............................................ .................................. ............ 4

Why transportation transportation and warehousing important issues in supply chain management. managemen t. .......................................... ................................................................. ............................................. ............................................ .............................. ........ 4 3.1

Task 2 ........................................... ................................................................. ............................................ ............................................ .................................. ............ 8

What is customer service? How an organization can response to its importance to create competitive advantages? ...................................... ............................................................ ............................................ ........................... ..... 8 3.2

Task 3 ........................................... ................................................................. ............................................ ............................................ ................................ .......... 10

Describe Customer Relationship Management. How can CRM applications increase the effectiveness and productivity of a firm’s sales force?..................... force? .......................................... .....................10 4.0

CONCLUSION ............................................. .................................................................... ............................................. ....................................... .................12

5.0

BIBLIOGRAPHY ......................................... ............................................................... ............................................. ........................................ .................13

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1.0 ACKNOWLEDGEMENT

Firstly I need to thank to God for accommodating me the quality and wellbeing to do this assignment work until it is done completely. This endeavour would not have been possible without the principle and the aid from a couple of individuals who in by one means or another helped and enhanced their critical backing in the arranging and climax of this assignment. I moreover like to express my veritable gratefulness to my lecture Miss Azu Aida, who is teaching Customer Service and Supply subject for helping and give prompted for me to finish this assignment. Without your dedication and determined work in confirming me surpass desires in my study, the completion of this undertaking would have been a troublesome undertaking. Next, I may moreover need to thank to my m y friends who have helped me to accomplishment this wander.

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2.0 INTRODUCTION

These days, the intricacy of the business environment is quickly expanding. This is  because of a few elements such as the development of the business sector, an extensive variety of suppliers, expanded rivalry and customers‟ requests on the execution of an organization, specifically, the holding up time, expense and nature of the item. Among these elements, on the off chance that we consider the scope of suppliers to the business, it is important to outline an upgraded supply chain model. The supply chain is a complex system from suppliers to customers, which involves people, technologies, activities, information and resources. Its outline and management has the reason for getting the best worldwide exhibitions under unions working criteria. An ordinary supply chain is made out of the accompanying components: suppliers, manufacturing plants, warehouses, and circulation focuses (DCs), customers/final markets. For this assignment, below are the discussion on the few elements of supply chain which includes the importance of warehousing and transportation in the supply chain management. The is also the discussion on the customer service and how the competitive advantage created as per its importance and finally, what is Customer Relationship Management, and how the company increase their effectiveness and productivity on sales by implement CRM.

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3.0 TASK DISCUSSION

3.1

Task 1

Why transportation transportation and warehousing important issues in supply chain management.

The logistics management has been played an important role in various areas. For  production industries, logistics helps to improve the current production and distribution  processes as focused on the same resources through management techniques for advancing the proficiency and aggressiveness of endeavours. Council of Logistics Management (1991) defined that logistics is „ part of the supply chain process that plans, implements, and controls the efficient, effective forward and reverse flow and storage of goods, services, and related information between the point of origin and the point of consumption in order to meet ‟.   The most common characteristics of the current definitions, customers’ requirements‟. logistics is the process that involving the moving and handling the goods and materials from the earliest stage of production to the end of production, deal procedure furthermore squander transfer, to satisfy customers and add business competitiveness. The main element in a logistics chain is transportation system, which joints multi activities. Transportation possesses one-third of the sum in the logistics expenses and transportation system gives huge impact on logistics chain. Transporting is must in the entire  production methods, from assembling to conveyance to the last shoppers and returns. Transport influences the results of logistics activities and, obviously, it influences production and sale. In the other words, transportation is represented the flow of the production activities. Transportation provides the flow of inventory from the beginning point of the supply chain to the ending, or points of use and consumption. Most businesses manage both inbound and outbound logistics. Inbound logistics includes the acquirement of materials and products from supplier areas. Outbound logistics includes the dissemination of materials and products to customer areas. In this manner, transportation is vital on the inbound and outbound sides of the business.

Sometimes, the flow of inventory flows in the reverse direction. Reverse logistics

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refers to “the role of logistics in product returns, source diminishment, reusing, materials substitution, reuse of materials, waste transfer, and renovating, renovati ng, repair, and remanufacturing”.  remanufacturing”.   So transportation conveys material and items to customers, as well as moves reusable and recyclable substance to organizations that can utilize it.

Example of Transportation Transportation

The figure below shows a system of reverse logistics service on how FedEx, a third-party logistics provider, serves Acer computer, the customer company. At the first step of the system, the customer applies a request for returning the product through the Internet, and then FedEx builds the data of the products; meanwhile the system organizes the route of delivery trips of the product. The customer can check the processing condition and wait for sending  back at the right time.

Figure 1. Third-party reverse logistics (source: http://www.fedex.com/us/solutions/do http://www.fedex.com/us/solutions/downloads/acer.pd wnloads/acer.pdf) f)

Warehousingis also plays an important role in logistics management system, as it is itself a part in supply chain management. Although saw by a few as just as place to store completed goods, inbound capacities that get ready things for storage and outbound capacities that unite, pack and ship requests give imperative monetary and administration

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advantages to both the business and its customer.

Today, warehouses are no more only for storage purpose and for now cost-conscious,  productivity driven environment, numerous manufacturers are reexamining their meaning of warehousing. Anything that doesn't fit a rapid, very motorized, low-work environment is consistently sent to the warehouse. Driving this advancement is a yearning to take connections out of the supply chain and verify that expenses are streamlined and as near the customers as could reasonably be expected. As supply chains get to be progressively complex, the visibility offered by warehouse management frameworks permits firms to keep up control of their stock. Information investigation and different tools can give understanding that permits vendors to minimize the risk of deferrals. Following conveyance times or order satisfaction process of action could recognize potential bottlenecks that may make postpones in different zones if not addressed. A warehouse gives a central location for receiving, storing and distributing goods. As every inbound shipment arrives, obligations regarding the goods exchanges to warehouse work force, items are identified sorted and dispatched to their temporary storage area. Storage isn't a static "thing" but instead a process that incorporates efforts to establish safety and keeping up an environment that jelly the honesty and helpfulness of the things. Once now is the right time to move things, each one request is recovered, assembled, bundled and checked for completeness before being dispatched to their new end of the destination.

Example of Warehousing Warehousing

Coca Cola‟s fully automated warehouse for the EMEA region is a sophisticated facility that  provides on-site storage, thus eliminating the expensive double-handling task that bogs down logistics when shipping stock off-site to local warehouses. Delivered by FKI Logistics, Coca Cola‟s warehouse houses 25,224 pallet locations and is designed to accommodate future expansion of the factory. 

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Figure 2: Warehouse Concept et/diagram-of-change-ma change-managementnagement(source:: http://www.  (source http://www. http://shareonfacebook.n http://shareonfacebook.net/diagram-ofprocess/))  process/

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3.1 Task 2

What is customer service? How an organization can response to its importance to create competitive advantages?

Customer service is the service gave to customers in the process of before, during and after purchasing and using goods and services. Great customer service gives an experience that meets customer desires. It creates fulfilled customers. Terrible customer service can  produce dissentions. It can bring about lost sales, because consumers might take their  business to a competitor. In simple word customer service can describe as the ability of an organization to constantly and consistently exceed the customer's expectations as customer service is meeting the needs and desires of any customer. Great customer service includes creating bonds with customers, assuredly prompting long-term connections. It makes favourable circumstances for both customers and the  business alike. Customers advantage on the grounds that t hat the business is giving a service that addresses their needs. The business advantages in light of the fact that fulfilled customers are liable to be repeat customers. They will stay with the business. Be that as it may, great customer service is not easily achieved. It takes time to establish. It requires investment to deliver consistent standards. Each organization manager needs to get dedicated customers which add to repeating  buys and of reason expanding their greatest income. However to get there they have to think about the 5 Service Quality Dimensions. A lot of people really surmise that service is just a little part of the marketing mix, however it is really an imperative piece of both the 4 and 7 P's. a.  Dimension 1: Tangibles

The tangible Service Quality Dimension alludes to the presence of the physical surroundings and offices, supplies, faculty and the method for correspondence. At the end of the day, the tangible dimension is about making direct impressions. An organization ought to need their entire customer to get a remarkable positive and always remembering direct impression; this would make them more prone to return later on.

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b.  Dimension 2: Reliability

The reliability Service Quality Dimension alludes to how the organization are  performing and finishing their guaranteed administration, quality and precision inside the given set necessities between the organization and the customers. Reliability is pretty much as critical as a goof direct impression, on the grounds that each customer need to know whether their supplier is solid and satisfies the set necessities with fulfilment. c.  Dimension 3: Responsiveness Responsiveness

The responsiveness Service Quality Dimension alludes to the eagerness of the organization to help its customers in giving them a decent, quality and quick administration. This is likewise an imperative dimension, in light of the fact that each customer feels more esteemed on the off chance that they the y get the best conceivable quality in the administrati administration. on. Dimension 4: Assurance

The assurance Service Quality Dimension alludes to the organization's workers. Are the workers gifted labourers which have the capacity pick up the trust and certainty of the customers? In the event that the customers are not happy with the workers, there are a fairly expansive risk that the customers won't come back to do further business with the organization. Dimension 5: Empathy

The empathy Service Quality Dimension alludes to how the organization considerations and gives individualized consideration regarding their customers, to make the customers feeling additional esteemed and uncommon. The fifth dimension are really joining the second, third and fourth dimension to a larger amount, despite the fact that the truly can't  be analysed anal ysed as people. On the off chance that t hat the customers feel f eel they get individualized and quality consideration there is an enormous risk that they will come back to the organization and work together there once more.

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3.2 Task 3

Describe Customer Relationship Management. Management. How can CRM applications increase the effectiveness and productivity of a firm’s sales force?  force?  

Customer relationship management (CRM) has pulled in the extended consideration of professionals and researchers. More organizations are embracing customer-driven methodologies, projects, instruments, and engineering for efficient and effective customer relationship management. Customer Relationship Management is an extensive technique also methodology of obtaining, holding, and collaborating with particular customers to make predominant worth for the organization and the customer. It includes the combination of promoting, deals, customer service, and the inventory network capacities of the association to attain more noteworthy efficiencies and adequacy in conveying customer esteem.

a.  Enhanced customer relations

One of the prime advantages of utilizing a CRM is getting better customer fulfilment. By utilizing this system, all dealings including overhauling, showcasing, and offering the company items to their customers can be completed in a sorted out and orderly way. The company can likewise give better services to customers through enhanced understanding of their issues and this thusly helps in expanding customer steadfastness and diminishing customer agitation.in along these lines, they can likewise get consistent input from their customers in regards to the company items and services. It is likewise conceivable that the company customers propose they to their acquaintances, when the company give effective and agreeable services.

b.  Expand customer incomes

By utilizing a CRM method for their business the company will have the capacity to expand the income of their organization as it were. Utilizing the information gathered, the company will have the capacity to advance showcasing crusades in a more compelling

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manner. With the assistance of CRM programming, the company can guarantee that the item advancements achieve an alternate and shiny new set of customers, and not the ones who had officially obtained the company item, and subsequently viably build the company customer income.

c.  Maximize up selling and cross selling

A CRM framework permits up-offering which is the act of giving customers premium items that fall in the same classification of their buy. The method additionally encourages cross offering which is the act of offering reciprocal items to customers, on the premise of their past buys. This is carried out by collaborating with the customers and getting a thought regarding their needs, needs, and examples of procurement. The subtle elements consequently acquired will be put away in a focal database, which is available to all organization officials. Thus, when an opportunity is detected, the administrators can elevate their items to the customers, along these lines expanding up-offering and cross offering.

d.  Better internal communication

Emulating a CRM system helps in developing better correspondence inside the organization. The imparting of customer information between diverse offices will empower the company to fill in as a group. This is superior to working as a detached substance, as it will help in expanding the organization's productivity and empowering better service to customers.

e.  Optimize marketing

With the assistance of CRM, the company will have the capacity to comprehend their customer needs and conduct, along these lines permitting the company to distinguish the right time to market the company item to the customers. CRM will likewise provide for the company a thought regarding the most gainful customer bunches, and by utilizing this data the company will have the capacity to target comparative prospective gatherings, at the correct time. Thusly, the company will have the capacity to enhance their advertising assets

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effectively. The company can likewise be guaranteed that the company don't squander the company time on less beneficial customer bunches.

4.0 CONCLUSION

As a conclusion, by doing is assignment, I was aware that the supply chain play an important role on the providing goods and service. Based on the assignment, this shows that the transportation and warehousing are most need in production of goods. Other than that, it also shows that the customer service can give greater competitive advantage between  businesses and how it can make the business to succeed. Moreover, it‟s also described about the customer relationship management (CRM) and how the business can be improved by implement the CRM. CRM. Finally, through through this assignment I have learn th thee importance of the supply chain and customer service in business in order to provide the good service and to be succeed in their field.

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5.0 BIBLIOGRAPHY

  Brian J. Gibson, Edward J. Bardi, John J. Coyle, Robert A. Novack, , 2013.



Transportation: A Supply Chain Perspective. 5th ed. USA: South-Western Cengage Learning

 



The study of supply chain management strategy and practices on supply chain  performance | Rohaizat Baharun - Academia.edu. 2014. The study of supply chain management strategy and practices on supply chain performance | Rohaizat Baharun Academia.edu. [ONLINE] Available at:https://www.academia.edu/2342230/The_study_of_supply_chain_management_str  ategy_and_practices_on_supply_chain_performance. ategy_and_practices_on_supply_ chain_performance. [Accessed 09 November 2014].

  7 Key Benefits to Your Business with CRM. 2014. 7 Key Benefits to Your Business



with CRM. [ONLINE] Available at: http://www.successwithcrm.com/blog/bid/51594/7-Key-Benefits-to-Your-Businesswith-CRM. [Accessed 12 November 2014].

  What Are the Benefits of Using CRM for Your Business . 2014. What Are the



Benefits of Using CRM for Your Business . [ONLINE] Available at: http://www.perfectmind.com/socialsite/benefits-of-using-crm-for-your-business#. [Accessed 14 November 2014].

  Benefits of CRM - 19 examples how CRM benefits businesses | Preact. 2014.



Benefits of CRM - 19 examples how CRM benefits businesses | Preact. [ONLINE] Available at: http://www.preact.co.uk/why_crm/how-businesses-benefit#. [Accessed 27 November 2014].

  . 2014. . [ONLINE] Available at: https://www.siam.org/journals/plagiary/1657.pdf.



[Accessed 28 November 2014].

 



Five Imperatives for Improving Service Quality | MIT Sloan Management Review. 2014. Five Imperatives for Improving Service Quality | MIT Sloan Management Review. [ONLINE] Available at: http://sloanreview.mit.edu/article/five-imperativesfor-improving-service-quality/. [Accessed 29 November 2014].

  Homepage | Council of Supply Chain Management Professionals. 2014. Homepage |



Council of Supply Chain Management Professionals. [ONLINE] Available at: http://www.cscmp.org/. [Accessed 3 November 2014]. 

 

G.K.Leong, Wisner.J, K.C.Tan, , 2009. Principles of Supply Chain Management. 3rd ed. USA: South-Western Cengage Learning.  

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