This module will allow the participants to understand the new role of customer service in supply management. It shows how customer service can contribute to the overall business as well as understand how to establish customer service strategies in logistics operations and includes discussion on the warehousing functions as well as operating procedures and practices in the warehouse.
September 5, 12, 19, 26
7 hours a week
At the end of the module the participant will be able to:
Develop a strategy to provide high customer service and a pleasant customer experience.
Prepare their customer service strategy.
Identify service gaps and be able to address them.
Identify the different categories of customer order transaction and apply the principles in managing customer service.
Manage the Order-to-Cash process to include order entry, processing, credit, allocation and dispatch and delivery.
Measure customer service performance and compute the Perfect Order.
Define and understand the importance of the warehousing functions and its role in supply chain management.
Learn the various concepts in warehousing operations relating to design and layout, space optimization, storage and materials handling systems.
Understand the principles and practices in materials preservation and protection, warehouse security and safety and the disposal of surplus and scrap materials.
Have a working knowledge in evaluating warehouse performance and be familiar with various warehousing reports.
Define what is transportation and its role in the total supply chain management.
Familiarize with the various modes of transportation and the criteria in the choice of transport mode and carrier as well understand the factors affecting freight rates and various transport route options.
Familiarize with transport management in vehicle finance and maintenance, vehicle tracking and fleet/driver management.
Learn the trends and practices in domestic and international transportation and its contribution to globalization.
Customer Service in the Supply Chain
4Ps of Marketing; 4Rs of Customer Service
Establishing a Customer Service Strategy
Defining your Logistics Network
Customer Order Management
Components of Customer Service
3C's of Customer Service
Measuring Customer Service
Warehouse definition and concept of a warehouse
Functions of warehousing
Materials Handling System
Trends and Practices in Domestic and International Transportation
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