entry level job in logistics company
Post on 14-Apr-2017
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ENTRY LEVEL JOB IN
LOGISTICS COMPANY
APPLICATION OF SERVICE OPERATION MANAGEMENT CONCEPT
INTRODUCTION: I get campus selection and placed in Avighna Logistics. Where I get a designation of Assistant Fleet Manager. This company is situated in Chhattisgarh who provide Logistics services to the clients like Shri Bajrang Power & Ispat Ltd. (Steel Manufacturing Company) & courier services.
Logistics is the part of supply chain management. It is the process of planning, implementing and controlling the efficient, effective flow and storage of goods, services and related information from the origin point to the consumption point for the purpose of conforming to customer requirements.
Fundamentally Service Operation in Logistics is concerned with ensuring the availability of :
the RIGHT product,in the RIGHT quantity andRIGHT condition,at the RIGHT place,at the RIGHT time,for the RIGHT customer,at the RIGHT costs.
IN AVIGHNA I’M RESPONSIBLE FOR: Traffic and transportation, Warehousing and storage, Industrial packaging, Materials handling, Inventory control, Order processing, Procurement, Distribution communications, Return goods handling, Customer service support, Scrap disposal
SERVICE PROCESS MATRIX:Degree of interaction
Low High
Low
Degree of Labour Intensity
High
SERVICE FACTORY
LOGISTICS
SERVICE SHOP
MASS SERVICE
COURIER
PROFESSIONAL SERVICE
METHOD OF SERVICE DELIVERY:
19
Single site Multiple site
Customer Travels to Service firm
SP travels to Customer
Transaction Is at arm’s length
LOGISTICS
COURIER
FOUR STAGES IN DESIGNING A SERVICE:organizing idea service concept service experience service results
SERVICE DELIVERY SYSTEM: Line of Interaction; Business : - We are third party logistics (B 2 B) - We also engaged in courier services
Challenges : - Delivery performance - Perfect order fulfillment - Managing service experience - Inventory Management - Maintaining manpower
CONTINUE OF LINE OF INTERACTION…..
Service : - Transportation of goods - Storage & Warehousing - Reverse Logistics
Experience : - GPS & tracking system - RFID System (Radio Frequency Identification) - Cloud based information system
CONTINUE OF SERVICE DELIVERY SYSTEM…..
Front end; - Contract & meeting at office - Courier service interaction with clients - Back and reverse order
Back end; - Storage management - Packaging management - Information System management
LOGISTICS SERVICE BLUEPRINTING:Contract
Receive WO
Planning & Scheduling
Carry goods after
procurementGPS tracking
Storage & Warehouse
Information communication
Supply of goods as per
production requirement
Production process
Carry finished goods to
warehouse
Manage information
through RFID
Distribution of goods as per order of client
Submission of all bills & invoices
Client feedback & response
Payment according to
mention in the contract
COURIER SERVICE BLUEPRINTING:Order by the
clientPayment of
moneyReciept by the service
providerPackaging and storing
Planning & scheduling
Dispatch of goods
Receive goods
Planning & scheduling
Deliver goods to
destination
Take confirmation
of reciept
DIMENSIONS OF SERVICE QUALITY:ReliabilityResponsivenessAssuranceEmpathyTangibles
MANAGING SERVICE EXPERIENCES: Customer Engagement Context Time Service Blueprinting
SERVICE QUALITY:Expectation vs PerceptionExpectation vs Performance
GAP IN SERVICE QUALITY:
DEVELOPING A CULTURE OF SERVICE QUALITY: Hire the right people. Educate and train them well. Allow them to fix anything. Recognize and reward them regularly. Tell them everything, every day.
SERVICE RECOVERY: Measure the costs Listen closely for complaints Anticipate needs for recovery Act fast Train employees Empower front line Close the loop
YIELD MANAGEMENT:Purpose is to sell the right capacity to the right customer at the right price.
Overbooking Differential pricing Capacity allocation
THANK YOUPresented by,MANU PANDEYROLL NO. 43
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