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

HRODC Postgraduate Training Institute
A Cairo, Egypt (Egitto)

£ 5.000 - (5.598 )
IVA Esente

Informazione importanti

  • Corso
  • Cairo, egypt (Egitto)
  • Durata:
    5 Days
  • Quando:
    Da definire

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

Informazione importanti

Requisiti: Degree or Work Experience


Dove e quando

Inizio Luogo
Da definire
Cairo, Egypt
Champolion Street, 12421, Egypt, Egitto
Visualizza mappa

Cosa impari in questo corso?

Customer Service
Supply Chain Management
IT Management
Supply and Chain Management
Competitive Advantages


Course Contents:

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 Impact of Logistics and Customer Service on Marketing
  • 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

Ulteriori informazioni

Logistics and Supply Chain Management (1): Logistics, Customer Value and Supply Chain Competitive Strategy - Leading to Diploma-Postgraduate, Accumulating to Postgraduate Diploma, Progressing to MA, MBA, MSc, Incorporating The Supply Chain Network, The New Rules of Competition, The Marketing and Logistics Interface,Customer Service and Customer Retention, Composite Service Index (Cairo)