Description
Supply chain management spans the movement and storage of raw materials, work-in-process inventory, and finished goods from point of origin to point of consumption. It is also defined as the "design, planning, execution, control, and monitoring of supply chain activities with the objective of creating net value, building a competitive infrastructure, leveraging worldwide logistics, synchronizing supply with demand and measuring performance globally.
Supply Chain Management in Service
Supply Chain Management
• The supply chain- includes every effort involved in producing and delivering a final product or service, from the supplier's supplier to the customer's customer. • Supply-chain management includes managing supply and demand, sourcing raw materials and parts, manufacturing and assembly, warehousing and inventory tracking, order entry and order management, distribution across all channels and delivery to the customer.
The Five Rights of SCM
• Right Items, needed for consumption or production, • Right Place • Right Time • Right Condition • Right Cost,
Customer service phases
It is mainly divided in three phases.
1. Pre – transaction phase. 2. Transaction phase. 3. Post transaction phase.
1. Pre – transaction phase : Important elements of pre – transaction phases are : • Customer service policy. • Service organization. • Structuring the service. • Customer education • System design.
2. Transaction phase :
During this phase routine activities are performed. Steps are, Order fulfillment reliability Delivery consistency Order convenience Order postponement Product substitute
• • • • •
Post transaction stage This phase is important since it is related to customer satisfaction and building up of a long term relationship with the customer. • Order status information • Customer complaints • Product installation & commissioning • Customer education and training
Competition
Today the real competition is not company against company but rather supply chain against supply chain.
Throughout the history ; wars have been won and lost through logistics strengths and capabilities or the lack of them.
CUSTOMER SERVICE
• Good customer service supports customer satisfaction. • Customer service is the output of the logistics system. • The key trade off of customer service: cost of lost sales • Dissatisfied customer tells to average of nine others
Need of SCM in bank :
• • • • • Global deployment Customer stickiness Sale value added services Tried and tested working solution Easily deployed
Supply chain stratergy Planning Supply chain operations Supply Chain Managem ent
logistic
Enterprise application
Product lifecycle managt
procurem ent
Limitation of SCM
• Resistance with in the company • High initial cost • Not suitable for small firms
Benefit for Banks
• • • • • Reduces operational costs Increases working capital Improves customer service Increases supplier loyalty Greater competitiveness
Benefit for Customers
• • • • • • • Complete on-line order management Access to faster cash Flexible supplier financing Greater visibility of future cash flows Reduced Day Sales Outstanding Time saving Cost savings
Thank you for Attention
doc_535706743.pptx
Supply chain management spans the movement and storage of raw materials, work-in-process inventory, and finished goods from point of origin to point of consumption. It is also defined as the "design, planning, execution, control, and monitoring of supply chain activities with the objective of creating net value, building a competitive infrastructure, leveraging worldwide logistics, synchronizing supply with demand and measuring performance globally.
Supply Chain Management in Service
Supply Chain Management
• The supply chain- includes every effort involved in producing and delivering a final product or service, from the supplier's supplier to the customer's customer. • Supply-chain management includes managing supply and demand, sourcing raw materials and parts, manufacturing and assembly, warehousing and inventory tracking, order entry and order management, distribution across all channels and delivery to the customer.
The Five Rights of SCM
• Right Items, needed for consumption or production, • Right Place • Right Time • Right Condition • Right Cost,
Customer service phases
It is mainly divided in three phases.
1. Pre – transaction phase. 2. Transaction phase. 3. Post transaction phase.
1. Pre – transaction phase : Important elements of pre – transaction phases are : • Customer service policy. • Service organization. • Structuring the service. • Customer education • System design.
2. Transaction phase :
During this phase routine activities are performed. Steps are, Order fulfillment reliability Delivery consistency Order convenience Order postponement Product substitute
• • • • •
Post transaction stage This phase is important since it is related to customer satisfaction and building up of a long term relationship with the customer. • Order status information • Customer complaints • Product installation & commissioning • Customer education and training
Competition
Today the real competition is not company against company but rather supply chain against supply chain.
Throughout the history ; wars have been won and lost through logistics strengths and capabilities or the lack of them.
CUSTOMER SERVICE
• Good customer service supports customer satisfaction. • Customer service is the output of the logistics system. • The key trade off of customer service: cost of lost sales • Dissatisfied customer tells to average of nine others
Need of SCM in bank :
• • • • • Global deployment Customer stickiness Sale value added services Tried and tested working solution Easily deployed
Supply chain stratergy Planning Supply chain operations Supply Chain Managem ent
logistic
Enterprise application
Product lifecycle managt
procurem ent
Limitation of SCM
• Resistance with in the company • High initial cost • Not suitable for small firms
Benefit for Banks
• • • • • Reduces operational costs Increases working capital Improves customer service Increases supplier loyalty Greater competitiveness
Benefit for Customers
• • • • • • • Complete on-line order management Access to faster cash Flexible supplier financing Greater visibility of future cash flows Reduced Day Sales Outstanding Time saving Cost savings
Thank you for Attention
doc_535706743.pptx