Logistics and Supply Chain Management (1): Logistics, Customer Value and Supply Chain Competitive Strategy (Cairo)

Course Contents:

Introduction to Logistics, the Supply Chain and Competitive Strategy

• The Supply Chain Network

• Competitive Advantage and the ‘Three C’s’
• The Experience Curve
• Logistics and Competitive Advantage
• Value Advantage
• Cost Advantage

• Logistics and Competitive Advantage
• The Challenge to Logistics and Supply Chain Management
• Gaining Competitive Advantage

• Logistics Management Process

• Achieving an Integrated Supply Chain

• 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

• Managing the ‘4Rs’
• Responsiveness
• Reliability
• Resilience
• Relationships

Logistics and Customer Value

• Total Cost of Ownership
• Acquisition Cost
• Management Cost
• Operating Cost
• Maintenance Cost
• Inventory Cost
• Training Cost
• Disposal Cost
• Technical Support Cost

• 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

• Using Service to Augment the Core Product
• Customer Retention Indicators

• Linking Supply Chain Processes to the Value Proposition
• Linking Customer Value to Supply Chain Strategy

• 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

• 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

• 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

• 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