Logistic and Supply Chain Management, Module 1: Logistics, Customer Value and Supply Chain Competitive Strategy-(Diploma-Postgraduate)

HRODC Postgraduate Training Institute
In Milano (Italy), Paris 01 Louvre (France) and Amsterdam (Netherlands)

Rs 4,28,363
*Guide price
Original amount in GBP:
£ 5,000
You can also call the Study Centre
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Important information

Typology Training
Location At 3 venues
Duration 5 Days
Start Different dates available
  • Training
  • At 3 venues
  • Duration:
    5 Days
  • Start:
    Different dates available

Suitable for: Supply Chain and Logistics Managers and Professionals. Operations Managers. Logistics Professionals. Logistic Providers. Logistic Administrators. Logistics Planning and Inventory Managers. Purchasing and Procurement Managers. Retailers. Transportation and Distribution Managers. Inventory and Warehouse Control Professionals. Freight Forwarders and Linear Specialists. Production Managers. Production Planners. Financial Managers. Project Managers. Distribution Centre Supervisors. Manufacturers and Industries. Academicians, Researchers, NGOs and Practitioners


Where and when

Starts Location
Different dates available
Damrak 1-5, 1012, Noord Holland, Netherlands
See map
Different dates available
Different dates available
Via Washington, 66 Milan, 20146, Milano, Italy
See map
Different dates available
Paris 01 Louvre
(75) Paris, France
See map
Starts Different dates available
Damrak 1-5, 1012, Noord Holland, Netherlands
See map
Starts Different dates available
Different dates available
Via Washington, 66 Milan, 20146, Milano, Italy
See map
Starts Different dates available
Paris 01 Louvre
(75) Paris, France
See map

Course programme

Course Contents, Concepts and Issues

Logistics and the Bottom Line

The Supply Chain Network

Competitive Advantage

Competitive Advantage and the ‘Three C’s’

The Experience Curve

Logistics and Competitive Advantage

Value Advantage

Cost Advantage

Seeking the High Ground

Logistics and Competitive Advantage

The Challenge to Logistics and Supply Chain Management

Gaining Competitive Advantage

Supply Chain Becomes the Value Chain

Mission of Logistics Management

Logistics Management Process

Supply Chain and Competitive Performance

Achieving an Integrated Supply Chain

Changing Competitive Environment

The New Rules of Competition

Investing in Process Excellence Yields Greater Benefits

Product Excellence

Process Excellence

Globalisation of Industry

Downward Pressure on Price

Price Deflation in Consumer Electronics (UK High Street Prices)

Inventory Profile of the Automotive Supply Chain

The Customers Take Control

Managing the ‘4Rs’





Logistics and Customer Value

The Marketing and Logistics Interface

Delivering Customer Value

Total Cost of Ownership

Acquisition Cost

Management Cost

Operating Cost

Maintenance Cost

Inventory Cost

Training Cost

Disposal Cost

Technical Support Cost

What is Customer Service

The Components of Customer Service

Pre-Transaction Elements

Written Customer Service Policy


Organisation Structure

System Flexibility

Transaction Elements

Order Cycle Time

Inventory Availability

Order Fill Rate

Order Status Information

Post-Transaction Elements

Availability of Spares

Call-Out Time

Product Tracing/Warranty

Customer Complains, Claims, etc.

The Impact of Out-of-Stock

Shopper Behaviour when Faced with a Stock-Out

The Impact of Logistics and Customer Service on Marketing

Customer Service and Customer Retention

Using Service to Augment the Core Product

Customer Retention Indicators

Market-Driven Supply Chains

Linking Supply Chain Processes to the Value Proposition

Linking Customer Value to Supply Chain Strategy

Customer’s Service Needs

Identify the Key Components of Customer Service

Establish the Relative Importance of those Service Components to Customers

Identify ‘Clusters’ of Customers according to Similarity of Service Preferences

Customer Service Objectives

The Cost Benefit of Customer Service

The Costs of Service

Probability of Level of Sales

Service Levels and the Normal Distribution

Shifting the Costs of Service

Setting Customer Service Priorities

The ‘Pareto’ or 80/20 Rule

Managing Product Service Level

Seek Cost Reduction

Provide High Availability


Centralised Inventory

Customer Service and the 80/20 Rule

Critical Value Analysis

Setting Service Standards

Probability of a Complete Order


Stock Availability

Target Delivery Dates

Response Times to Queries


Order Fill Rate

On-Time Delivery

Back Orders by Age

Shipment Delays

Product Substitutions


First Call Fix Rate

Customer Complaints


Invoice Errors

Service Parts Availability

Composite Service Index

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