Managing Customer Service and Quality in Logistics and Transport (CILT)
Select Other "city & date"
Managing Customer Service and Quality in Logistics and Transport (CILT) Course
Introduction:
Course Objectives:
Upon the successful completion of this program, participants will be able to:
- Understand the integration between the various elements in the supply chain process;
- Use the procurement excellence model to benchmark their own organization against best in class;
- Understand the application of the integrated purchasing model and the event-process model for managing demand;
- Develop strategies for successful global supply chain management;
- Understand how to optimize the supply chain;
- Understand the implication of new environmental legislation governing use and movement of hazardous materials and waste, and how to design the supply chain to minimize the impact of these regulations;
- Use the latest tools and techniques to evaluate supply chain systems
Who Should Attend?
The program will be of value for senior and middle management who are involved in supply chain management or logistics & warehouse functions. Managers on all levels of participating companies in a supply chain (manufacturers, distributors, wholesalers, retailers and logistics service providers) will benefit from this program. In particular, people involved in purchasing, operations, warehousing, inventories, transport and total supply chain management will find this program valuable.
Course Outlines:
Modern supply chain and logistics trends
- Supply chain overview
- Role of logistics
- Sustainability in supply chains and logistics
- Supply chain configuration
- 3PL concepts
- 4PL concepts
Materials forecasting and inventory planning
- Qualitative forecasting theories
- Forecasting panels
- Thought leaders
- Delphi technique
Quantitative forecasting techniques
- Seasonal demand forecasting
- Moving average
- Weighted moving average
- Exponential smoothing
- Forecasting error
- Identifying bias
- Determining economic order quantities
- Determining reorder points
- Replenishment strategies
- Make-to-stock
- Make-to-order
- Assemble-to-order
Procurement and go-to-market strategies
- Role of procurement
- Procurement process flows
- Sourcing strategies
- Vendor management
- Partnerships and alliances
Role of transportation and shipping in logistics
- Definition of fleet management
- Objectives and costs of fleet management
- Transportation modes
- Optimized routing and cubing
- Incoterms for international commerce
Role of Warehousing in Logistics
- Warehousing network design
- Configuration of warehousing space
- Value adding activities
- Stockpiling, spot stocking and assortments
- Cross docking, break bulking and consolidation
- Mixing, postponement and assembly-to-order
- Warehousing equipment and tools
- Reverse logistics
Supply Chain Operations Reference (SCOR) framework for performance management
- SCOR framework overview
- Identifying level 1, 2 and 3 SCOR metrics
- Customizing level 4 SCOR metrics
- Setting performance targets