CSCP笔记—Module2下篇

此篇文章接上篇"CSCP-Module2上篇"以及"CSCP-Module 1: Supply Chain Design"，如果想看第一模块及第二模块上篇，此文下附链接可跳转。

因教材本身目前是英文版，笔记同为英文版，偶尔穿插中文注释，及相对原教材的摘取删减。

Chapter 10: Logistics

Topic1: Introduction to logistics

• Logistics Value proposition

• Service

• Cost minimization

• 概念：risk pooling

• A method associated with the management of inventory risk

• A method of reducing stock outs by consolidating stock in centralized warehouses

Topic2: 3PL, 4PL

(4PL is taking over the entire logistics operation and subcontracts some specific functions)

• Outsourcing consideration

• Correct costs?/ potential savings in time + improved quality of service to customer

• What customer skills does the contractor possess?

• Contractor's special strengths?

• Especially when consider 4PL, will contractor hire most-qualified partners?

Topic3: Expediting

Topic4: Delivery conditions/shipping patterns

• Order fulfillment  channels 渠道/途径/路线

• Distribution channel strategy is determined during strategy formation;

• Some tactical selections can  be determined during network design;

• (有5种channel，each with 如下特征，5种channel列举如下：)

• 1.different levels of service outputs: break-bulking, special convenience, waiting and delivery time, variety and assortment

• 2.different channel design intensity (market penetration, distribution-integrative, distribution

• Manufacturer storage with direct delivery

• Manufacturer storage with drop ship

• Use transload and cross-dock facilities

• High-value, sporadic demand items

• Make to order, customized/postponed items that can be finished when order arrive

• Shipment in small lots, transportation cost increase, lead time increase

• Manufacturer doesn't need to maintain a sales force

• Manufacturer to distribution center to retailer

• Inventory intensive

• Mass-produced, inexpensive goals with high competition

• Strong product availability, customer service level high

• Independent distributor with omni-channel network

• Independent aggregator with e-business network

• Depend more heavily on direct marketing to individuals through its own heavily branded website eg. Alibaba, amazon;

Chapter 11: Warehouse management

Topic1: Warehouses objectives & planning

• Warehouse ownership

• Private warehouses

• Public warehouses (available in a variety of configurations)

• Contract warehousing (tailored service)

• Determine the right number of warehouses: inventory/transportation/customer service/overhead cost

• Determine the right locations for warehouses

• Warehouse capacity forecasting & planning

Topic2: Warehouse capabilities

• Warehouse function

• Consolidation of materials for shipping

• Break-bulk and cross-dock facilities (consolidated, full-trailer shipment into facility, or out of facility)

• Postponement

• Stockpiling seasonal inventory (anticipation)

• Spot-stocking advance shipment

• Assortment (ensure short customer lead time)

• Mixing (similar to break-bulk)

Chapter 12: Transportation

Topic1:Objective, constraints

• Product movement

• Temporary storage

• Line haul costs

• Vehicle costs

• Driver/operator costs

• Vehicle operating costs

• General & administrative costs

• Insurance & security costs

Topic2:Transportation modes

• Railway transport

• Motor carriers

• Truck load TL: Travel straight from loading dock to destination

• Less than truck load (LTL): truck often stop at intermediate

• Specialty: eg. UPS

• Water transport

• Pipeline transport: highest fix cost, lowest variable cost

• Air transport

• Intermodal transport

Topic3:Mode and carrier selection

• Carrier

• Common(public)

• Private

• Contract

• Exempt(豁免承运人)

Chapter 13: Monetary, regulatory, trade considerations

• 概念：

• trade credit/ open account: unsecured, trust-based transaction between parties

• Bill of lading(B/L): Shipping company issue a B/L with buyer as a way of demonstrating      ownership of goals

• Letter of credit(L/C): Standard method of financing international trade

• Currency issues

• Currency exchange risk

• Currency hedging: technique used to offset risks associated with changing value of currency/currency futures

• Cash to cash cycle time/cash conversion cycle: a key metric for measuring

• The efficiency of the flow of funds

• Incoterm

• Customs

• Custom house brokers: assist importers by moving shipments through customs, ensure all docs required to pass customs is complete

• Ship brokers and ship agents: assist exporters with details of arranging transport. Eg. Ship headed for port, arrange for arrival, berthing, clearance

• Freight forwarder

• Import

• Export docs

• Bill of lading & air waybills/airway bill of lading

• Export B/L; ocean B/L; orders B/L; clean B/L

• Free trade zone好处，区域贸易组织，贸易集团

• Trading docs: an agreement between countries intended to reduce/remove barriers to trade within member countries.

Section B: Manage the relationships with SC partners

Chapter1: Segmentation

Topic1: Segmentation & customer-focused marketing

• Market segmentation 应用的primary reason: increase organization's profit over     long term

• Customer segmentation: divide a customer in specific ways relevant to marketing

• Customer-focused marketing: require identify & understand market segmentation

• Customer-driven

• The reason to define market segment is no single set of customer

• Logistics and marketing strategy must focus on customer segments

• Benefits of segmentation

• Niche /customization, marketplace is segmented everyday

• Benefits organization, better return on promotional budgets

Topic2: Customer segmentation

• Define segments: May occur in a customer-focused strategy by 3 types

• Segmentation by customer value,

• the greater the customer value, the better the treatment customer recieves

• Segmentation by customer needs,

• Specific product/ service features, contact channels/ logistic channels

• Value profile: to understand what customer want, why, how much

• Value proposition:

• draft details how each segment's perception of value will be fulfilled by product/service

• A key part of promotional strategy & customer relationship

• Segmentation by preferred channels

• Customer may use websites to obtain etc.

• Some business sectors

• Reward customers that use tech channels

• Educate customers on the benefits of a particular channel

• Segmenting customers

• Acquire customer information 的方法

• Market research

• Sources of customer infor.

• Market intelligence

• Transaction record

• Sales representative

• Service representative

• Distribution points

• Purchased data

• Voice of customer (VOC) insightful things, related to RFID

• Developing solutions to existing service/product problem

• Continual improvement

• May help business understand customer expectations/needs

Topic3: Segmentation of suppliers/ other SC partners

• Supplier segmentation

• 好处：increase responsiveness without significantly increase costs; ideal for      organizations pursuing strategies other than low cost

• 类型forms:

• Ideal relationship type

• Supplier capabilities--->based on supplier's ability to deliver on key business objectives at the core of their strategy

• Customization vs standardization

• Level of innovation

• Lead times

Chapter 2: CRM(Customer Relationship Management)

• 定义：include account management, catalog and order entry, payment processing credits and adjustments

• Long-term focus

Topic1: Scope of CRM

• Sales operation: most functional activity in CRM & rely heavily on technology

• Analysis

• Customer info. Dissemination (timely, focused infor to right group)

• Relationship building & collaboration

• Lifetime customers lower total marketing cost

• Easier to satisfy lifetime customer

• Lifetime customers offer increased revenue & profit opportunities

Topic2: CRM strategy

• Components of CRM strategy

• EBS (Enterprise Business System)--->link with ERP

• Web system

• Marketing (heart of customer management)

• External data

• CRM application: 3个组成部分：operations, collaborative, analytical CRM

• Analytics

• Service

• CRM processes

• Focus on improving time-to-market

• A formal monitoring & feedback process

• Review the metrics that assess performances

• Process improvement using PDCA

• CRM organizational structures

• CRM technology

• Product's or service's stage in life cycle

• Development stage

• Introducing stage: support promotional program (advertising increase)

• Growth stage: customer care must be sustained

• Maturity stage: focus on entire its competitor's customers to switch; attract new customers

• Deliver stage

• Customer type or segment

• Customer strategy for customer segments

• Strategy for segmentation by demographics, attitudes, psychological profiles

• Customer value strategy

• Service-minded customer strategy: technology, call center is the heart of business

• Retail customer strategies: price, quality, the bundle of service surrounding the products

• B2B customer strategies

• Complementary core competencies

• Knowledge of customer's business requirements

• Continuous improvement

• Strategies for reaching customers via technology channels

• Strategies for customer relationship types (4种)

• A key purpose of a CRM strategy is to allow an organization to address various types of prospects & customers it services at different strategies in their particular life cycle

• Prospective customers

• Vulnerable customers (churn)

• Win-back customers rapid communication

• Loyal customers

• Cross-selling (similar listing)

• Up-selling (more expensive listing)

Chapter 3: CRM performance & measurement

Topic1: Performance management (measure customerservice & customer satisfaction)

• Customer service

• Response to inquires

• Should be prompt and accurate

• Measure include tracking the volume, response time, trends of such complaints

• Order processing

• Should be fast and accurate

• Metrics: order cycle time, etc.

• Level of service

• 6个right

• Metrics: the percentage of orders shipped complete & on-time, the number of backordered items, the average age of backorders, value of backordered items

• Product or service quality

• Measured by cost of quality issues

• Eg. Number of executive complaints, defect rates etc.

• Customer satisfaction

• Customer complaints as a measure

• VOC more meaningful

• Quality of channels service: evaluate trust of channel; customer feel respect; effectiveness of problem resolution

• Some approaches to measure customer satisfaction level

• Voice of customer

• Transaction customer feedback questionnaires

• Monthly/quarterly customer feedback questionnaires

• Participation in performance reviews

• Collecting & responding negative comments on internet

Topic2: CRM technologies

Charter 4: SRM

Topic1: Introduction

• 定义：oftenautomating procure-to-pay business process, evaluating supplier performancesexchange infor with suppliers

• Strategic sourcing

• Focus on long-term relationships with trading partners

• IT-->Automation of RFQ etc.

• Focus on total cost of ownership, collaborative

Topic2: Supplier selection

• Selection criteria

• Strategic supply plan

• Technical specification

• Desired quality

• Supplier financial strength

• Costs: TCO: COGS(material, labor, overhead)

• Alignment with SC needs

• Corporate social responsibility polices

• Supplier certification

• ISO(third-party supplier certification)

Chapter 5: SRM strategy

Topic1: Strategies alliance

• 好处：add value to products;  able strategic growth etc.

Topic2: Supplier performance management

• Supplier performance measurement

• Supplier rating systems

• Setting supplier performance measures & standards

• Methods of sharing ratings with suppliers

• Scorecards

• Performance alerts

• Surveys

Chapter 6: SRM technology

• Components of SRM system

Chapter 7: Linkages between CRM & SRM

Section C: Manage reverse logistics

Chapter 1: Reverse logistics

Topic2: Strategy & design for reverse logistics

• Reverse infor. Cash product flow

• Warranty strategy & design

• Return authorization strategy and design

• Reduce the number of returns without having too many unintended consequences for customer service, sales

• For B2B, a lot-size return policy

• Logistical network design & strategy

• TCO analysis: ->consider whether all or part of function will be contracted out to 3PL;

• Life cycle design

Topic3: Reverse logistics benefits & costs

• Can generate revenue

Chapter 2: Waste consideration

• Reduce use of resources 4/3/3rule

• Reuse

• Recycle

• Recover energy

• Disposal in landfill

• Waste exchange & hazardous waste

后续模块将持续更新，敬请关注与期待。