SCM summery final exam
(Chapter 5, 6 and 10)
Table of Contents
Chapter 5...............................................................................................................................................4
5.1 introduction to deliver..................................................................................................................4
5.1.1 network trade offs:...............................................................................................................6
5.1.2 Facility location decisions......................................................................................................7
5.1.3 Deliver components..............................................................................................................8
5.2 Transport management................................................................................................................9
5.2.1 Air:......................................................................................................................................10
5.2.2 road:....................................................................................................................................11
5.2.3 Rail:.....................................................................................................................................12
5.2.4 water:..................................................................................................................................13
5.2.5 pipelines:.............................................................................................................................13
5.2.6 intermodal operations........................................................................................................14
5.3 warehouse management...........................................................................................................15
5.3.1 warehouse planning............................................................................................................17
5.3.2 warehouse planning process...............................................................................................18
5.4 warehouse layout.......................................................................................................................19
5.5 Sustainability impacts in deliver:................................................................................................20
5.4.1 sustainable networks:.........................................................................................................20
5.4.2 sustainable transportation..................................................................................................20
5.6 Digital impacts in deliver:...........................................................................................................21
5.5.1 What is intelligent cargo?....................................................................................................21
5.2.2 Future benefits of intelligent cargo:....................................................................................21
6. introduction to return......................................................................................................................22
6.1.1 Why do products return?........................................................................................................24
6.1.2 Drivers of Reverse Logistics.................................................................................................24
6.1.3 key players in reverse logistics............................................................................................26
6.2 The return process.....................................................................................................................27
6.2.1 Reverse logistics activities and recovery options.................................................................27
6.2.2 Five stages of the product return process...........................................................................27
6.2.2.1 stage 1 receive.................................................................................................................28
1
, 6.2.2.2 stage 2: sort and stage:....................................................................................................28
6.2.2.3 stage 3: process................................................................................................................28
6.2.2.4 stage 4: analyse................................................................................................................29
6.2.2.5 stage 5: support...............................................................................................................29
6.2 Different return business models...............................................................................................30
6.2.4 product recovery issues:.....................................................................................................31
6.3.1 returns in different industry sectors not-important (I think) ..............................................32
6.3.2 improving returns...............................................................................................................32
6.3.3 golden rules for return management..................................................................................32
Chapter 10 introduction to costumer service......................................................................................33
10.1.1 who are our costumers?...................................................................................................34
10.1.2 managing variability to improve costumer service............................................................35
10.2 managing key costumers..........................................................................................................36
10.2.1 costumer lifetime value.....................................................................................................36
10.2.2 costumer service ambassadors.........................................................................................37
10.3 Delivering against costumer needs......................................................................................37
10.3.1 Delivering the core promise..............................................................................................37
10.3.2 Meeting and exceeding costumer expectations................................................................38
10.3.3 service recovery................................................................................................................39
2
,3
, Chapter 5
5.1 introduction to deliver.
Deliver function:
Is also called ‘distribution management’. It can be seen as the ‘glue’ of the supply chain, since it is a
web of suppliers delivering into different factories, warehouses, etc.
Distribution network:
In the figure below, three suppliers deliver to one factory which produces a product, which is
delivered to warehouses and then to the costumer. Suppliers constantly try to optimise their
network, however, a balance between cost and service aspects always has to be maintained.
The deliver function is influenced by different factors such as:
- Global economy
- Political decisions
- Technology and digital influences
- Environmental considerations
4
(Chapter 5, 6 and 10)
Table of Contents
Chapter 5...............................................................................................................................................4
5.1 introduction to deliver..................................................................................................................4
5.1.1 network trade offs:...............................................................................................................6
5.1.2 Facility location decisions......................................................................................................7
5.1.3 Deliver components..............................................................................................................8
5.2 Transport management................................................................................................................9
5.2.1 Air:......................................................................................................................................10
5.2.2 road:....................................................................................................................................11
5.2.3 Rail:.....................................................................................................................................12
5.2.4 water:..................................................................................................................................13
5.2.5 pipelines:.............................................................................................................................13
5.2.6 intermodal operations........................................................................................................14
5.3 warehouse management...........................................................................................................15
5.3.1 warehouse planning............................................................................................................17
5.3.2 warehouse planning process...............................................................................................18
5.4 warehouse layout.......................................................................................................................19
5.5 Sustainability impacts in deliver:................................................................................................20
5.4.1 sustainable networks:.........................................................................................................20
5.4.2 sustainable transportation..................................................................................................20
5.6 Digital impacts in deliver:...........................................................................................................21
5.5.1 What is intelligent cargo?....................................................................................................21
5.2.2 Future benefits of intelligent cargo:....................................................................................21
6. introduction to return......................................................................................................................22
6.1.1 Why do products return?........................................................................................................24
6.1.2 Drivers of Reverse Logistics.................................................................................................24
6.1.3 key players in reverse logistics............................................................................................26
6.2 The return process.....................................................................................................................27
6.2.1 Reverse logistics activities and recovery options.................................................................27
6.2.2 Five stages of the product return process...........................................................................27
6.2.2.1 stage 1 receive.................................................................................................................28
1
, 6.2.2.2 stage 2: sort and stage:....................................................................................................28
6.2.2.3 stage 3: process................................................................................................................28
6.2.2.4 stage 4: analyse................................................................................................................29
6.2.2.5 stage 5: support...............................................................................................................29
6.2 Different return business models...............................................................................................30
6.2.4 product recovery issues:.....................................................................................................31
6.3.1 returns in different industry sectors not-important (I think) ..............................................32
6.3.2 improving returns...............................................................................................................32
6.3.3 golden rules for return management..................................................................................32
Chapter 10 introduction to costumer service......................................................................................33
10.1.1 who are our costumers?...................................................................................................34
10.1.2 managing variability to improve costumer service............................................................35
10.2 managing key costumers..........................................................................................................36
10.2.1 costumer lifetime value.....................................................................................................36
10.2.2 costumer service ambassadors.........................................................................................37
10.3 Delivering against costumer needs......................................................................................37
10.3.1 Delivering the core promise..............................................................................................37
10.3.2 Meeting and exceeding costumer expectations................................................................38
10.3.3 service recovery................................................................................................................39
2
,3
, Chapter 5
5.1 introduction to deliver.
Deliver function:
Is also called ‘distribution management’. It can be seen as the ‘glue’ of the supply chain, since it is a
web of suppliers delivering into different factories, warehouses, etc.
Distribution network:
In the figure below, three suppliers deliver to one factory which produces a product, which is
delivered to warehouses and then to the costumer. Suppliers constantly try to optimise their
network, however, a balance between cost and service aspects always has to be maintained.
The deliver function is influenced by different factors such as:
- Global economy
- Political decisions
- Technology and digital influences
- Environmental considerations
4
