LOGISTICS CUSTOMERS SERVICE AND RISKS Emilia Salomo
Jun 26, 2015
LOGISTICS CUSTOMERS SERVICE AND RISKS
Emilia Salomo
CONTENT
• Definition of Logistics customers service • Globalizations and risk triggers• Current service levels• Risks within the supply chain• Identify critical success factors• Benchmarking for future
Customer services- is a process for providing significant value added benefits to the supply chain in a cost effective way
Pre-transaction services
Transaction services
Post transaction services
Logistics customer services
Customer value = Quality x Service
Cost x Time(Johansson et al., 1993)
SUPPLY CHAIN MANAGEMENT AND CUSTOMERS SERVICE
Trends towards Globalizations
Efficient and integration of logistics services(SCM)
Core of global
competitive power Benchmark
service offering
against world standards
Development of ICT
Reshaping the world’s trading patterns
*consequently physical trade flows and Increased competition
IMPLICATION OF GLOBALIZATION
Increased volatility of customers’ demands and commodity prices
Increasingly complex patterns of customer demand Increasing consumer expectations about customer
service/product quality Increasing cost pressure in logistics/transportation Increase pressure from global competition Geopolitical instability Increase environmental concerns Growing exposure to differing regulatory requirements Increasing global markets for labor and talent Increasing financial volatility
RISKS TRIGGERS
Nam
ibia
n s
tate
of
log
isti
cs p
roje
ct-
NG
IL
FINDINGS OF THE CSMA 2014 CONFERENCE PAPERCUSTOMER SERVICE IN THE NAMIBIAN LOGISTICS INDUSTRY:
BENCHMARKING FOR THE FUTURE
• Namibian Logistics industry is highly depended on SA• General “push” of inventory from the R.S.A. rather than
a “pull” from Namibia• Low service level expectations
FINDINGS OF THE CSMA 2014 CONFERENCE PAPER
Conclusion
If local standards are lower than international ones, will the LSP’s be able to meet global expectations if and when the opportunity arises
CURRENT SERVICE LEVELS
LCS RISKS WITHIN SCM
CRITICAL SUCCESS FACTORS
Timeliness: flexible solutionsAttitude: Attitude is everything. Empathy: Always treat others how we ourselves would like to be treated.Ownership: Take responsibility for the situation. Active Listening: Listen first, act secondExpertise: Knowledge is powerDependabilityFollow up: Bonus
B, Hogg (2010)
OUR ROLE- WE ALL IN THIS TOGETHER
BENCHMARKING FOR FUTURE- CONNECTING TO COMPETE
Human Capital Corporation between states Integration- centralized service points Change of business culture and attitude Strategic partnerships Infrastructure PPP Simplified processes
CONCLUSION
New trade corridors between Asia and Africa, Asia and South America and within Asia will re-chart global supply chains. Trade volumes will shift towards emerging markets and least developed countries will take their first steps into the global marketplace.
It is vital for the Namibian’s logistics industry to deliver customers service levels corresponding to those required by international shippers and at a competitive price, to
achieve her vision 2030 objectives.
THANK YOU FOR YOUR ATTENTION
Questions/ Discussion