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Customer Satisfaction

Customer Satisfaction. What Is Supply Chain Management?. What is Supply Chain Mgt.?.

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Customer Satisfaction

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  1. Customer Satisfaction

  2. What Is Supply Chain Management?

  3. What is Supply Chain Mgt.? • Supply chain management is a set of approaches used to efficiently integrate suppliers, manufacturers, warehouses, and customers so that merchandise is produced and distributed at the right quantities, to the right locations, and at the right time in order to minimize system wide costs while satisfying service-level requirements.

  4. Key Issues in Supply Chain Mgt. • Inventory Control – Where is inventory held, (supplier, LCB’s warehouse, retailer) how much, and why? Is inventory held due to uncertainty in production, distribution or customer demand? Is there anything that can be done to reduce uncertainty thereby reducing inventory?

  5. Key Issues in Supply Chain Mgt. • Distribution Strategies – Relationships between suppliers and LCB’s warehouse operators that specify delivery lead times, appointment processes, and hours for receiving. How can this relationship optimize supply chain efficiency?

  6. Key Issues in Supply Chain Mgt. • Supply Chain Integration and Strategic Partnering – information sharing and operational planning are keys to successfully integrated supply chain. But what info. will be shared? How will it be used? What level of integration is needed? What partnerships can be implemented?

  7. Key Issues in Supply Chain Mgt. • Product Design – Effective design, in particular an unified case code number, plays several critical roles in supply chain efficiency. Not having an unified case code number for the 19 LCB’s, complicated production, increases inventory holdings at the vendors facility, delays delivery to the LCB’s warehouse and if received incorrectly delays delivery to the stores. What role does supply chain management play in implementation of product design to simplify production requirements and reduce lead-time for inventory replenishment?

  8. Key Issues in Supply Chain Mgt. • Customer Value – the measure of a company’s performance to its customer, based upon the entire range of products, services, and intangibles that constitute the company’s offerings. Effective supply chain mgt. is critical if OUR objective is to fulfill the ultimate consumer needs and provide value.

  9. Key Issues in Supply Chain Mgt. • Information Technology and Decision-Support Systems – much of the current interest in supply chain mgt. is motivated by the opportunities that appeared due to the abundance of data and the savings that can be achieved by sophisticated analysis of these data. But what data should be transferred? Which are significant ? How should data be analyzed and used? Impact of the Internet? What infrastructure is required internally and between partners?

  10. State of the Transportation Industry • The China Syndrome • Hours of Service Rule • High Cost of Fuel • Driver Shortage

  11. UNDERSTANDING THE SUPPLY CHAIN BY: B R M RAO BCom, BA, LLB, PGDCRS, PGDPA, PGDBA,PGDRDM,MIMA

  12. What is a Supply Chain? • A Supply Chain consists of all parties involved, directly or indirectly, in fulfilling a customer request. • A supply chain is dynamic in nature and involves the constant flow of information , product and funds between different stages.

  13. Example: Stages of a Detergent Supply Chain Timber Company Paper Manufacturer Tenneco Packaging P&G or Other Manufacturer Reliance Mart Or Third Party DC Reliance Mart Store Chemical Manufacturer Plastic Producer CUSTOMER

  14. Supply Chain Stages Supplier Manufacturer Distributor Retailer Customer Supplier Manufacturer Distributor Retailer Customer Supplier Manufacturer Distributor Retailer Customer

  15. Supply Chain Stages A typical Supply Chain may involve a variety of stages. These supply chain stages include • Customers • Retailers • Wholesalers/distributors • Manufacturers • Components/raw material suppliers

  16. Logistics - ...the process of planning, implementing, and controlling the efficient, effective flow and storage of goods, services, and related information from point of origin to point of consumption for the purpose of conforming to customer requirements."

  17. LOGISTICS DEFINITION The management of businessoperations, such as the acquisition, storage, transportation and delivery of goods along the supply chain.

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