Learn to collaborate with customers to understand effectiveness of service quality,
identifying service quality gaps through the application of quality improvement tools.
- Types of service opportunities
- Post-sales follow-ups and application
- Service performance gaps
- Service quality tools
- SERVQUAL
- Service performance levels
- Quality improvement tools
Course Objectives:
At the end of this course, participants will be able to:
- Collaborate with customers to provide post-sales follow-ups
- Analyse gaps between actual service performance and organisation’s service standards
- Analyse service performance level for effectiveness of actions taken
- Maintain customer rapport to build customer confidence
- Deploy service quality improvement tools to improve logistics delivery processes
Analyse current supply chain operating models with respect to changing customer needs, improve inventory management, delivery time and cost saving
- Supply Chain Operation Elements
- KPI – Flow Time & Utilization Rates (efficiency)
- Process Improvement Techniques & Tools
- Industry Best Practices (SCM Ops)
- Future Business Needs Projection Techniques
- Project Future Demand
- Collaborate with Key Stakeholders
- Analyse gaps (current vs best in class)
- SCM Optimization Implementation
Course Objectives:
At the end of this course, participants will be able to:
- Project future demand for supply chain operations
- Collaborate with critical supply chain stakeholders to analyse gaps of current supply chain operating models with respect to key performance indicators, current industry best practices, and future demand
- Implement supply chain optimization plans
Develop resource allocation plans and implementation of strategies and policies
- Operating model flow
- Market analysis
Course Objectives:
At the end of this course, participants will be able to:
- Develop resource management allocation plans to right investment opportunities of organisation
- Review organisation’s strategic plans to consider various lifecycles and ongoing trends
- Develop corporate policies aligned with overall strategic direction
Analyse customers’ needs through ongoing engagement to develop preliminary solutions through assessing issues today and to break it down to bitesize implementable solutions
- Critical thinking
- Design thinking to improve organisational performance
- Presentation techniques
- Prototyping methods
- Concept mapping or matrix techniques
Course Objectives:
At the end of this course, participants will be able to:
- Analyse and solve complex challenges through processes of structured design thinking
- Collaborate with others to look for new approaches to find solutions and identify customers’ real issues
- Analyse and look beyond customers’ articulated needs through constant engagement
To facilitate the implementation of ideas that are implementable and generates business value
- Cost benefit analysis
- Valuation methods
- Knowledge of existing industry practices
- Stakeholder management
Course Objectives:
At the end of this course, participants will be able to:
- Deploy resources for implementation of ideas
- Develop procedures for quick roll-out of ideas across entire organisation
- Facilitate engagement with external consultants to refine integration process of ideas
Implement material management plans on daily basis with regards to schedules, manpower and quality
- Processes and techniques to plan, schedule, and control flow of materials
- Physical inventory management techniques and tools
- Classification of materials and respective handling procedures
- Information Technology (IT) application for developing Bill of Materials (BOM) and setting up inventory items
- Proper methods of disposal for different types of material
Course Objectives:
At the end of this course, participants will be able to:
- Implement material identification procedures and respective handling procedures
- Implement material handling systems to ensure right materials and right quantity are transported from point of origin to point of consumption and disposal
- Implement IT applications for setting up inventory items and develop BOM
- Analyse issues and concerns in material issues and receipts
Analyse customer needs and expectations to determine business opportunities
- Needs and expectations of organisation’s actual and potential customers
- Market segmentation
- Customers and organisational buying behaviour
Course Objectives
At the end of this course, participants will be able to:
- Organise segmentation of markets in accordance with organisation’s selected criteria
- Profile target market segments to support organisation business strategies
- Identify existing and potential customer needs and expectations
- Analyse customer requirements, markets, competitors, and environments
- Identify specific prospects or partners to approach to develop opportunities for the organization
- Identify positioning options based on market segmentation to support organisational business strategies
Understand the broader application an impact of Information Technology in Supply Chain Management where sources of data are collected and analyse using common Microsoft Excel function into meaningful information and process improvement.
- Intermediate Microsoft Excel functionalities
Course Objectives:
At the end of this course, participants will be able to:
- Interpret data collected for categorization into areas for process improvement
- Enhance quality of data collected by scrubbing and removing duplicates