Professional Documents
Culture Documents
Chapter 4
Customer Evaluation of Service Quality (Explain, together with examples) 15 marks
a. Reliability
b. Assurance
c. Tangibility
d.
Empathy
e. Responsiveness
Greater inconsistency
Higher cost
b. Standardized Approach
Lower cost
High consistency
Associates need to have the appropriate systems and the right equipment to deliver
the services
b. Emotional Support
Associates need emotional support from their coworkers or a concern for the wellbeing of others
Chapter 5
Basic Reasons for Need of Warehouse (15 marks) Explain, Together with examples
a. Raw materials
This category of inventory refers to inputs into the production process that are not
yet processed in full or in part.
Examples: Oil
b. Work-in-Progress
One cannot classify them as raw materials because they are already part of the
production process
Spare parts for machinery, tools or equipment used in the production process are
also an important part of inventorypart of the material costs (indirect) of
production.
Examples: Earphones
d. Ready-Made Components
e. Finished Goods
Chapter 6
Logistic Strategy and Planning (Tutorial 4 & Tutorial 5)
a. Objective of Logistic Strategy
Minimize Costs
Minimize investment
Strategic
Tactical
Operational
b. Transport Strategy
Transport Strategy allow suppliers to decide how to deliver the products to the end users.
Transport fundamentals is a very important aspect that gives idea to the suppliers to use
which type of methods to deliver products. Besides that, transport decision is very important
because this part will let suppliers to decide how much the price of delivery and where the
goods need to be delivered.
c. Location Strategy
Location strategy will be used by a certain business with partnership or entrepreneurship
have a good connections. When it comes to location decision, they must think wisely and
decide carefully wheres chosen locations. This goes same to the network planning process.
Planning, implementing and controlling the efficient, cost effective flow and storage
of raw materials, in process inventory, finished goods and related information from
point to origin to point of consumption for purpose of conforming to customer
requirements.
c. Mass customization
e. Reverse logistics
Means that the logistics process is reverse, from end-user to the supplier.
End user
supplier
For an example, the IKEA Company send the goods by lorry. Then, when the
customer check the goods if it is in a damage or fragile conditions then, the IKEA
Company must come back with the empty vehicles and repair back or change the
goods to new one.
f.
Services logistics
For an example, POS LAJU needs van or motorbike as their vehicles for
transportation. So, when they have their own vehicles, they can easily travel and
give services.
g. Continuous logistics
h. Lean logistics
For an example, courier sends through Air Asia transportation. So if Air Asia plane
have problem due to weather or engine, the materials cannot be delivered at the
exact time they needs.
i.
Integrated logistics
Transportation
Inventory management
Location
b. Secondary / Supporting
Warehousing
Materials Handling
Acquisition (purchasing)
Protective
Product Scheduling
Order processing
Chapter 7
Customer Definitions
a. External Customers
b. Internal Customers
c. Customer Attributes
b. Secondary Expectation