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