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E. salomo logistics customer services

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Emily Salomo
Emily Salomo

A presentation done at the Namibian-German Institute for Logistics 6th annual Logistics and Transport workshop 2014. Themed Managing Supply Chain risks and turbulence: A Southern African perspectives.

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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
Logistics customer services 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 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 Development of ICT Benchmark service offering against world standards 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
Namibian state of logistics project- NGIL
FINDINGS OF THE CSMA 2014 CONFERENCE PAPER CUSTOMER SERVICE IN THE NAMIBIAN LOGISTICS INDUSTRY: BENCHMARKING FOR THE FUTURE
FINDINGS OF THE CSMA 2014 CONFERENCE PAPER Conclusion ? 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 If local standards are lower than international ones, will the LSP’s be able to meet global expectations if and when the opportunity arises
E. salomo logistics customer services
CURRENT SERVICE LEVELS
E. salomo logistics customer services
LCS RISKS WITHIN SCM
CRITICAL SUCCESS FACTORS Timeliness: flexible solutions Attitude: 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 second Expertise: Knowledge is power Dependability Follow 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

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E. salomo logistics customer services

  • 1. LOGISTICS CUSTOMERS SERVICE AND RISKS Emilia Salomo
  • 2. 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
  • 3. Logistics customer services 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 Customer value = Quality x Service Cost x Time (Johansson et al., 1993)
  • 4. SUPPLY CHAIN MANAGEMENT AND CUSTOMERS SERVICE Trends towards Globalizations Efficient and integration of logistics services(SCM) Core of global competitive power Development of ICT Benchmark service offering against world standards Reshaping the world’s trading patterns *consequently physical trade flows and Increased competition
  • 5. 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
  • 7. Namibian state of logistics project- NGIL
  • 8. FINDINGS OF THE CSMA 2014 CONFERENCE PAPER CUSTOMER SERVICE IN THE NAMIBIAN LOGISTICS INDUSTRY: BENCHMARKING FOR THE FUTURE
  • 9. FINDINGS OF THE CSMA 2014 CONFERENCE PAPER Conclusion ? 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 If local standards are lower than international ones, will the LSP’s be able to meet global expectations if and when the opportunity arises
  • 14. CRITICAL SUCCESS FACTORS Timeliness: flexible solutions Attitude: 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 second Expertise: Knowledge is power Dependability Follow up: Bonus B, Hogg (2010)
  • 15. OUR ROLE- WE ALL IN THIS TOGETHER
  • 16. 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
  • 17. 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.
  • 18. THANK YOU FOR YOUR ATTENTION Questions/ Discussion