Logistics and Supply Chain Management (1) : Logistics, Customer Value And Supply Chain Competitive Strategy - Incorporating Changing Competitive Environment, The Marketing and Logistics Interface, Customer Service (Kuala Lumpur)

HRODC Postgraduate Training Institute
En Kuala Lumpur, Malaysia (Malasia)

£ 5.000 - ($ 18.893.088)
Exento de IVA

Información importante

  • Curso
  • Kuala lumpur, malaysia (Malasia)
  • Duración:
    5 Days
  • Cuándo:
    A definir
Descripción


Suitable for: This course is designed for: Supply Chain and logistics Managers and Professionals, Operations Managers, Logistics Professional, Logistics providers, Logistics Administrators, Logistics Planning and Inventory Managers, Purchasing and Procurement managers, Retailers, Transportation and Distribution Managers, Inventory and Warehouse Control Professionals, Freight Forwarders, and Linear Specialists, Production Managers, Financial Managers, Project Managers, Distribution Centre Supervisors, Manufacturers and Industries, Academicians, Researchers, NGO's and Practitioners

Información importante

Requisitos: Degree or Work Experience

Sedes

Dónde se imparte y en qué fechas

Inicio Ubicación
A definir
Kuala Lumpur, Malaysia
Jalan Ampang Hilir, 68, Malaysia, Malasia
Ver mapa

¿Qué aprendes en este curso?

Supply Chain Management
Supply Chain Logistics
Logistics

Programa académico

Course Contents:

Logistics, Customer Value and Supply Chain Competitive Strategy


Introduction to Logistics, the Supply Chain and Competitive Strategy

  • Logistics and the Bottom Line
  • The Supply Chain Network
  • Competitive Advantage
  • Competitive Advantage and the ‘Three C’s’
  • The Experience Curve
  • Logistics and Competitive Advantage
  • Value Advantage
  • Cost Advantage
  • Seeking the High Ground
  • Logistics and Competitive Advantage
  • The Challenge to Logistics and Supply Chain Management
  • Gaining Competitive Advantage
  • Supply Chain Becomes the Value Chain
  • Mission of Logistics Management
  • Logistics Management Process
  • Supply Chain and Competitive Performance
  • Achieving an Integrated Supply Chain
  • Changing Competitive Environment
  • The New Rules of Competition
  • Investing in Process Excellence Yields Greater Benefits
  • Product Excellence
  • Process Excellence
  • Globalisation of Industry
  • Downward Pressure on Price
  • Price Deflation in Consumer Electronics (UK High Street Prices)
  • Inventory Profile of the Automotive Supply Chain
  • The Customers Take Control
  • Managing the ‘4Rs’
  • Responsiveness
  • Reliability
  • Resilience
  • Relationships

Logistics and Customer Value

  • The Marketing and Logistics Interface
  • Delivering Customer Value
  • Total Cost of Ownership
  • Acquisition Cost
  • Management Cost
  • Operating Cost
  • Maintenance Cost
  • Inventory Cost
  • Training Cost
  • Disposal Cost
  • Technical Support Cost
  • What is Customer Service
  • The Components of Customer Service
  • Pre-Transaction Elements
  • Written Customer Service Policy
  • Accessibility
  • Organisation Structure
  • System Flexibility
  • Transaction Elements
  • Order Cycle Time
  • Inventory Availability
  • Order Fill Rate
  • Order Status Information
  • Post-Transaction Elements
  • Availability of Spares
  • Call-Out Time
  • Product Tracing/Warranty
  • Customer Complains, Claims, etc.
  • The Impact of Out-of-Stock
  • Shopper Behaviour when Faced with a Stock-Out
  • The Impact of Logistics and Customer Service on Marketing
  • Customer Service and Customer Retention
  • Using Service to Augment the Core Product
  • Customer Retention Indicators
  • Market-Driven Supply Chains
  • Linking Supply Chain Processes to the Value Proposition
  • Linking Customer Value to Supply Chain Strategy
  • Customer’s Service Needs
  • Identify the Key Components of Customer Service
  • Establish the Relative Importance of those Service Components to Customers
  • Identify ‘Clusters’ of Customers according to Similarity of Service Preferences
  • Customer Service Objectives
  • The Cost Benefit of Customer Service
  • The Costs of Service
  • Probability of Level of Sales
  • Service Levels and the Normal Distribution
  • Shifting the Costs of Service
  • Setting Customer Service Priorities
  • The ‘Pareto’ or 80/20 Rule
  • Managing Product Service Level
  • Seek Cost Reduction
  • Provide High Availability
  • Review
  • Centralised Inventory
  • Customer Service and the 80/20 Rule
  • Critical Value Analysis
  • Setting Service Standards
  • Probability of a Complete Order
  • Pre-transaction
  • Stock Availability
  • Target Delivery Dates
  • Response Times to Queries
  • Transaction
  • Order Fill Rate
  • On-Time Delivery
  • Back Orders by Age
  • Shipment Delays
  • Product Substitutions
  • Post-transaction
  • First Call Fix Rate
  • Customer Complaints
  • Returns/Claims
  • Invoice Errors
  • Service Parts Availability
  • Composite Service Index