Unit/s assessed TLIR5014 Manage suppliers

Assessment name TLIR5014 Assessment

Type of Assessment

This summative assessment will enable your assessor to make a judgement of competency based on the submission of your completed assessments against the requirements of the unit/s of competency in this module.

Benchmark

The Assessment Benchmark developed for each unit of competency is the evidence criteria used to judge the quality of performance (i.e., the assessment decision-making rules).Assessors use these benchmarks to make judgements on whether competency has been achieved and to determine if you have performed to the standard expected to meet the unit requirements.

Reasonable Adjustment

Where appropriate Monarch Institute will allow flexibility in the way in which each unit is assessed based on the needs of an individual.

Assessment Coding

Assessment of this course is established on competency-based principles:

S = SatisfactoryNS = Not Satisfactory

If you fail to perform satisfactorily for the assessment in the prescribed way you may be assessed as Not Satisfactory. You are required to be assessed as Satisfactory in all assessments for each unit of competency.

Re-assessment

Your assessment can be submitted after you have reviewed the learning materials and practiced enough to feel confident in your resubmission. You have two weeks from your last submission feedback to resubmit. You are re-assessed in only the areas where your assessor has indicated you were initially assessed as NS. It is at the assessors discretion to re-assess the entire assessment should an overall understanding not be demonstrated. When you are re-assessed as satisfactory after re-submission you will achieve competency for this assessment.

Declaration of Understanding and Authenticity

I acknowledge the assessment process has been explained and agree that I am ready to undertake assessment. I am aware of where to find the assessors feedback for the assessment. I am aware of the appeals process, should the need arise. I also understand I must be assessed as satisfactory in all parts of the assessment/s to gain an overall competent result for the unit/s of competency. If I am found to be NS after a second attempt, it is at the assessors discretion whether I may be permitted one final attempt. I am aware that a not competent final outcome means I may incur fees for re-enrolment in the unit/s.

I certify that the attached material is my original work. No other persons work has been used without due acknowledgement. I understand that the work submitted may be reproduced and/or communicated for the purpose of detecting plagiarism. I understand a person found responsible for academic misconduct will be subject to disciplinary action (refer to Student Information Guide).

*I understand that by typing my name or inserting a digital signature into this box that I agree and am bound by the above student declaration.

Student Name*: Submission Date^: Please make sure you use the same name that is in your enrolment documentation, including your surname.

^If this is a resubmission, you must use your resubmission date. For any re-submission, please ensure responses are in a different coloured font

Submission instructions:

Complete the Declaration of Understanding and Authenticity (above).

Once you have completed all parts of this Assessment, login to the Monarch Learning Management System (LMS) to submit your assessment.

In the LMS, click on the link to Submit [assessment name] in your course and upload your assessment files. Click save and then click submit assignment.

Please be sure to click continue after clicking submit assignment.

AssessmentResources requiredFrom the LMS: Other:

eBook

file for Q2 Supplier Evaluation Form for Q2.xls Internet-based research

Scenario Introduction

FIVE STAR LOGISTICS

You are the Operations Manager at a growing family company called FIVE STAR LOGISTICS SERVICES ( Five Star). Five Star is a transport and warehousing business based in the Melbourne suburb of Sunshine at 1 Star Road. They have 4 clients now, with ambient, chilled and frozen palletised products. 2 customers services involve only deliveries and the other 2 include warehousing and transport.

Five Stars customer service strategy includes determining their needs and then delivering consistent, excellent services to its customers, with active feedback systems, so that their services expand sustainably over time.

Five Stars transport operations include company rigid trucks and subcontractors for Vans and Semi loads. Five Star has contracts with a trucking company for regional Victorian deliveries. All transport services are to achieve 99% or better DIFOT and zero major* safety incidents.

Key Personnel

Your boss is the CEO, Bill Star.

The Purchasing Manager is Bills daughter, Anne Star.

The accountant is Trudy Cash

You as Operations Manager have a team of 4 direct reports:

The warehouse is run by Bills son, Ringo Star

Transport operations are led by Supervisor Bob Norman

Safety Supervisor, Verity Right

Administration Supervisor, Karen Swan

Bob is supported by Rob Karsevic, the Transport Supervisor.

Main Suppliers:

Trucks 14 & 16 pallet Fuso & UD Rigids, including ambient & Refrigerated Thermo Master units

Maintenance - Bodyworks

Warehouse lease Goodperson Group

Warehouse MHE Toyota

Warehouse racking DexionTransport Metro Rigids company drivers and trucks

Transport Semis individual subcontractors, Semi #1 to #4

Transport Couriers Fast Couriers

Transport Regional Vic - Camerons

Agency Labour Superior People

Electricity Origin Energy

Office & Warehouse Supplies, Kitchen & Stationery Officeworks

* Major safety incidents defined in agreements to be ones involving lost time injuries or fatalities or delivery full truck load of products damaged or destroyed

DEVELOP AND DOCUMENT CRITERIA TO EFFECTIVELY EVALUATE SUPPLIER SERVICES

a) Draft a new template format for evaluating new and existing suppliers

Scenario Update

CEO Bill asks you to draft a new format for evaluating new and potential suppliers. Bill gives you the following guide points for what he wants to see:

3 categories Costs weighted to 70% score, Quality at 15% and Service (Delivery) at 15%

Sub Categories Delivery Performance would fit in Service and so may Damage Stock

Licences, Equipment, Knowledge would fit in Quality

You can either use the MS Word table format in the section 1.1 Case Study of your eBook or you can create your own MS Excel file.

(Note: This question looks at formatting and doesn't require additional data input. In Q2 you will be asked to use the supplied resources to complete the weighting for Sub Categories)

b) Document the Evaluation template

Scenario Update

CEO Bill gives you feedback that he likes your draft, and he is happy for it to be trialled on some existing suppliers.

He asks you to upload the file to the Supplier network folder (The file will be uploaded when you upload your completed assessment to the LMS) and include the steps to fill it in on the worksheet called Instructions listed below (which is simulated to be within the Excel file). Include a step for each action, such as entering rating data and saving the document!

Instructions:

IDENTIFY ALTERNATIVE SUPPLIERS WHICH MEET SERVICE AND LEGISLATIVE REQUIREMENTS

Scenario Update

CEO Bill asks you to focus on the existing supplier for courier services and 2 potential alternative suppliers he has heard good things about OnTime Couriers & JetCouriers

Courier services are an important part of Five Stars excellent services, with rush orders being critical for some customers. Fast Couriers have recently breached safety standards on 2 occasions and been missing delivery windows.

You already have the information you need on Fast Couriers and send a questionnaire to OnTime & JetCouriers, as well as asking for some document evidence. Transport Supervisor Bob Norman summarises the information for you in the following table, with green to highlight the better measures:

Performance Fast Couriers OnTime Couriers JetCouriers

Costs ($/hour base) $45.00 $44.50 $45.00

Service Deliveries (DIFOT) 96% 99.7% 99%

Damaged stock (deliveries %) 0.2% 0% 0.9%

Equipment / Products 8 10 9

Capability / Knowledge 8 9 8

Licences, Certificates 10 10 10

Use the file, Supplier Evaluation Form for Q2.xls from the LMS to rate the 2 potential couriers using the information Bob has put together.

TIPS Where the measures are not already in a score out of 10, simply rank them 10 for the best, 9 for the second best and 8 for the third best. Safety is excluded from the evaluation because it is treated as a precondition only suppliers which meet safety standards are assessed.

Copy the resulting table for each supplier from the MS Excel file and paste them below:

NEGOTIATE and implement aRRANGEMENTS WITH SUPPLIERS IN ACCORDANCE organisational POLICIES AND PROCEDURES

Scenario Update

CEO Bill liked your courier evaluations and told you the bad news about Fast Couriers he has been has told by a reliable contact that the Fast Couriers CEO has been drawing huge sums of money from the business to fund an addiction and Fast Couriers will be in trouble with its creditors. It may cease trading next week, as early as Tuesday In view of Five Stars ethical policy and the risks to continuous business services, Bill asks you to commence negotiations with OnTime Couriers immediately today, Wednesday afternoon.

Under time pressure, you have been negotiating with Chris Keys, Account Manager at OnTime and agreed to the following terms so far:

Rates (theirs)

Stock Losses (yours)

Performance reporting (yours)

Safety Standards (yours, policy & procedures)

Customer Service Standards (yours, policy & procedures)

Thursday afternoon, you receive an email offer from Chris listing the following:

- Response Time rush order vehicle to arrive at the load site within 1 hour of receiving booking, if the booking is before 2pm Monday to Friday, otherwise response time within 1.5 hours

- Waiting time where an OnTime vehicle waits at the load site more than 30 minutes before being loaded, then the base hourly charge per hour applies from 15minutes after arrival time

You know Waiting Time is not likely to be incurred frequently or involve more than 15minutes at your load site.

a) Send an email response to Chris, either accepting his terms offer or counter offering and below your email separately explain the reasons for your response choices.

811784189052TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

00TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

Send

To: Subject: b) Today is Friday and you have just reached main terms agreement with OnTime. OnTime are ready to start but do not yet know the urgency of your situation (to your knowledge) well done!

What actions do you need to do to implement this change of provider for Five Star?

List at least 3 actions.

c) Send an email to appropriate staff to inform them about OnTime Couriers as part of your implementation.

TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

Send

To: Subject: ESTABLISH AND COMMUNICATE TERMS AND CONDITIONS FOR supplIERS TO ACHIEVE SERVICE REQUIREMENTS

Scenario Update

You want to summarise key operational terms and information to OnTime to set them up to succeed when they start with Five Star, having talked about contacts (your Transport Supervisor, their Scheduling Supervisor), business reviews starting out weekly and after the 1st month switching to monthly, operational schedules (bookings between 0730 and 1530), driver inductions, payments to be set up with accounts team and other information.

Send an email to Chris to summarise Go Live operational terms and information to OnTime.

TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

Send

To: Subject:

MANAGE SUPPLIER RELATIONSHIPS TO ACHIEVE SERVICE REQUIREMENTS

Scenario Update

You decide to be proactive with managing all your key suppliers so that your service requirements are achieved. You want to encourage and support collaboration with key suppliers.

What actions could you take in the next 2 months to develop trust between Five Star and OnTime Couriers, given that day-to-day operations are handled by your Transport Supervisor?

Actions:

ASSESS THE QUALITY OF GOODS AND SERVICES supplieD against CRITERIA

a) Aims and objectives of Suppliers

Scenario Update

OnTime Couriers have been working for Five Star for just over a month now.

CEO Bill ask you to prepare the Monthly KPI Report for them and show him it in his office at 11am.

Complete the 3rd and 4th columns in the following report, using the data below the table (complete the green cells):

ONTIME MONTHLY KPI REPORT MARCH 20XX

Measure Target KPIs Actual KPIs Rating

DIFOT 99% Stock Losses (#) 0 Safety Incidents (#) 0 Response Time

(exceptions >1hr) 0 Costs (Hrly Equiv.) $44.50 Deliveries (#) 35566359271000228981097790003911609715500= Meets or exceeds Target = Below Target = Repeatedly Below Target

TIP the way to use the traffic light circles Ratings is to select the one you want to place, select copy and then paste. The copy circle will appear next to the original. Then select the copy and drag it to the table cell centre.

Actual Data

182 of 183 deliveries met DIFOT

Stock Losses 0

Safety Incidents 1 but due to third party collision it is non-blameworthy and so meets target

Response Time 1 where driver arrived 1hour 13 minutes after booking, due to traffic blockage delays

Cost averaging at $44.25

b) Assess OnTime Courier performance and ask questions

What questions could you ask in the review meeting with this report?

c) ROLEPLAY where you ask OnTime Couriers your review meeting questions

This is a video assessment activity.

Scenario Roles:

This role play has 2 roles:

You: Operations Manager

Chris Keys, OnTime Couriers Account Manager

Scenario:

Service has started well and has been occurring for 5 weeks, almost without incident or product loss or complaint and only 1 late delivery, which you are going to ask about in your phone call before the face-to- face March review meeting.

You decide to call Chris so that you can ask for more information, so it is not a surprise in tomorrows review meeting with senior management from both companies expected to attend.

This task is designed to assess your ability to do:

Greet the suppliers Account Manager appropriately and professionally

Enquire about the missed delivery, and outline the level of detail and information that customer procedures require for all future incidents

Two-way real time oral communication with suppliers

Use active listening skills and questioning techniques and seek clarification

Participate in verbal discussion using language, tone and pace appropriate to the audience

Scripts are a guide. Role players may improvise as long as the key points are covered.

You:

[You call Chris and greet him]

Chris:

Im good thanks and you?

You:

[You reply about your health and ask about what happened with the 1 missed delivery last week.]

Chris:

The incident last week involved a third-party Ute which pulled out of a parking spot quickly in front of Carroll; our driver, hitting the side of her van at the left side door and wheel!

Fortunately, Carroll was not injured, and the load of products was undamaged, but the vehicle front left wheel was bent to the point where the van could not be driven safely. To continue would be a breach of vehicle roadworthy laws, Workplace Health & Safety regulations, and the Chain of Responsibility (CoR) law. Carol had to call for help and a replacement vehicle to be sent. This accident was the cause of the late delivery.

It was a non-blameworthy event (Carroll cannot be blamed for the accident, as it was the other drivers fault), which meant we werent able to deliver the products until early the following morning.

You:

[You respond to Chris, thank her for the detailed information, ((you could ask about the other drivers health where they injured?)) and explain the Five Star needs that level of information for incidents that occur, including non-blameworthy ones like this one.]

Chris:

I am not sure about the other driver as the person apparently ran away from the scene.

We understand your reporting requirements and we will meet them in future.

You:

[You thank Chris and ask if there is anything he wants to discuss before our review meeting tomorrow.]

Chris:

Our CEO is planning to attend tomorrow and I understand from your email that your CEO is going to be there too.

You:

[You say that CEO Bill is planning to attend but only for 10-15 minutes, so please give your CEO the heads up on that.]

Chris:

Thanks for the tip.

Ok, bye now.

You:

[You thank Chris and say Bye.]

Your role play activity is now complete.

General instructions:

Students must perform with at least 1 other person. Using just 1 other person to play multiple roles is completely OK. Alternatively, you can use as many other persons as there are roles.

The other person(s) can play multiple roles except for the role required to be played by the student.

There is no requirement for the other person(s) to be visible in the video, so if your partner(s) would prefer not to be visible, thats OK.

The student must be visible throughout the video.

All persons must be audible throughout the recording.

Using a camera phone is often a quick and easy way to record the video.

For the role play, we suggest the following:

Have a quiet, private space where you can effectively record the video. This could be your spare room at home, an office at your workplace, or even a study room at your local library.

Be appropriately dressed.

When youre conducting the role play, dont forget about:

Using appropriate body language and gestures, including eye contact

Speaking professionally, and at the appropriate pace

Using plain English

Listening without interrupting

Respond appropriately to what is said.

Video recording to be a maximum of 5 minutes long.

DEVELOP CONTINGENCY PLANS FOR SUPPLIER PERFORMANCE FAILURES AND MARKET CHANGES

Scenario Update

CEO Bill asks you to prepare a contingency plan for courier deliveries to your customers.

Using the step technique listed in your eBook in section 3.3, prepare a draft contingency plan, step 1 to 3, listing risks, prioritising risks and developing action plans.

List at least 4 risks, including 2 relating to Market Changes for each risk, list at least 1 action.

IDENTIFY, DOCUMENT AND TAKE CORRECTIVE ACTIONS FOR NON-COMPLIANCES IN ACCORDANCE WITH POLICIES AND PROCEDURES

Scenario Update

You receive a call from your Transport Supervisor asking for your help as he is short-staffed he asks you to call the OnTime Scheduler, Tim and complete the non-compliance report for the following incident:

You call Tim, the store manager involved and the driver involved. These are your notes:

Yesterday 4/5/20XX, OnTime Couriers driver, Darren Doolittle, was delivering 3 same day orders. He arrived at his 2nd delivery point, a Preston store, and asked for staff to receive the stock. The 2 staff were busy with customers, so he left, taking the stock with him. Darren claims he waited at least 3 minutes and signalled to the staff he was going. The Preston store manager, Elena Conti, claims he left after less than 2 minutes and did not see him signal anything.

You check again with OnTime Couriers Supervisor Tim on Darrens past performance and behaviours Tim said Darren has been in similar situations twice in the past for another client about a year ago and was counselled at the time and has been a good employee since. Tim also says that Darren admitted to him frustration at being kept waiting as he really needed to go to the toilet and probably didnt wait 3 minutes that time.

a) Complete the following Non-Compliance Report (NCR) for the actions and your estimates of priority and completion dates:

SSW SUPPLIER Non-Compliance Report (NCR)

Supplier:

Departmental Representative:

Suppliers Representative: Telephone: Mob:

Telephone: Mob: Signature:Date: Signature:Date:

Details of Non-Conformance Corrective Action(s) Required Action Priority Completion Date Completion Verified by

Comments:

b) Once you have completed the NCR Report email it to Bob and ask him to implement the actions and follow up. You also save the report to the network folder for NCRs.523240752475TIP: Saving files to the Scenario network folder -

The file will be uploaded when you upload your completed assessment to the LMS.

00TIP: Saving files to the Scenario network folder -

The file will be uploaded when you upload your completed assessment to the LMS.

Send

To: Subject: INVESTIGATE AND RESOLVE SUPPLIER DISAGREEMENTS

Scenario Update

Five Stars Manual Handling Equipment (MHE) supplier is Toyota Material Handling (Toyota). Toyotas account manager, Mr. Fuji, has contacted you by phone and email today informing you that 2 reach forklifts have been returned with excessive damage to corner panelling in excess of normal wear and tear under the hire arrangements and that repair damages payment are due. Mr. Fuji said the damage looks to be from collision impacts at speed.

You have never heard of this type of claim before, but knowing Five Stars policy on dispute handling requires prompt investigation, you follow its 4-step dispute process:

1) Are the claims valid?

2) What are the causes of the claims?

3) What actions should be done to prevent future recurrence?

4) Resolve the disagreement

Image 1 Toyota Reach Forklift

a) Is the claim Valid?

List at least 3 questions you could ask to determine the validity of Toyotas claim.

b) What are the causes of the claim?

List at least 3 questions you could ask to determine the causes of Toyotas claim.

c) Actions to prevent recurrence

Scenario Update

Your investigations have determined there are 2 main causes:

1) 2 forklift operators behaviours working too fast and hitting things and

2) the forklifts have recent additions and have new, different panelling which seems to be more brittle and more easily scratched and chipped than your other, older units. Therefore, the claim is considered to be only partially valid.

List at least 3 actions you could ask to prevent recurrence of the damage.

Resolve supplier disagreement

Scenario Update

Mr. Fuji sends you the email below:

To: You

Subject: Damages Clause - proposal

TMH Forklift Models Wear and Tear.docx

Dear Mr. (You),

Thank you for your phone call yesterday. We have considered your comments and offer. We propose to agree to your offer, including no damages payable for the current 2 forklifts as they were not fit for purpose, except for the following:

1) FS to notify T of any damages to equipment as per the attached file

2) T to send a representative to inspect the forklifts once per month and to recommend appropriate action

3) FS to pay for equipment damage in excess of normal wear and tear excluding to panels of models listed in the attached file

Regards

forklifts as

Account Manager

Toyota Material Handling Australia

822960290830TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

00TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

d) Send an email reply to Mr. Fuji to resolve this disagreement claim.

Send

To: Subject: AMEND SUPPLIER AGREEMENTS AND OBTAIN APPROVALS AND COMMUNICATE CHANGES

a) Amend agreement and obtain approval

Below is the current Damages clause in the contract:

Clause 8. Repair and Replacement.

Customer shall be responsible to Lessor for reasonable replacement costs, or reasonable repair costs of all Equipment which is lost, stolen, or damaged while in the care, custody and control of Customer as a result of Customer's sole negligence, reasonable wear and tear excepted, using the Actual Cash Value of the Equipment at the time of such loss. Prior to repairing the Equipment, Lessor shall submit to Customer at least three estimates, including at least one estimate from a repair facility designated by Customer. In the event the Equipment is lost or stolen, Customer shall file a police report.

661670562610TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

00TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

Send an email to CEO Bill and Five Stars lawyer, Mr. Mace asking for approval for your proposed updated wording of the contract clause, listed above, to also cover the points Mr. Fuji listed in his email in Q9 c).

Send

To: Subject: b) Communicate to supplier

Scenario Update

CEO Bill and Mr. Mace approve your proposed wording with some legal wording changes.

Send an email to Toyota attaching the approved wording as a document, asking for him to arrange legal approval and signing:

504190133350TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

00TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

Send

To: Subject: c) Communicate about the supplier terms changes to relevant staff via Five Stars Message Service, MESSENGER

FIVE STAR LOGISTICS MESSENGER

TO:

RE:

CONTINUOUSLY REVIEW SUPPLIERS FOR QUALITY, PROFITABILITY, SERVICE, DELIVERY STATUS AND OTHER CONTRACTUAL PERFORMANCE REQUIREMENTS

Scenario Update

You summarise operational and commercial information on your transport subcontractors for the month of March in the table shown below:

Supplier Monthly Costs

$1,000 Customer Complaints (#) Delivery Performance DIFOT Safety Performance Exceptions Profitability GP %

March *

TARGETS - 0 99% 0 32%+

Camerons 723 1 99.5% 1 32%

OnTime Couriers 81 1 99.2% 0 34%

Semi 1 14 0 100% 0 33%

Semi 2 12 2 90% 0 29%

Semi 3 10 0 100% 0 34%

For each supplier, list whether they should be praised, reviewed in detail or performance managed and then explain your reasons.

INFORM SUPPLIERS OF REVIEW OUTCOMES

Scenario Update

Bob, your Transport Supervisor, has updated you with detail on Semi 2 Jake Make for the month just passed, including the reasons for his low DIFOT and margin:

Week 1 on 2/3 he delivered 1/3 load of pallets to the wrong address he had pallets for 2 different stores for the same customer. Causes - driver error and receiver error.

Week 2 on 9/3 he returned to the warehouse with a full load not delivered as he arrived too late for receiver to accept unloading. Causes vehicle breakdown delay due to lack of servicing (overdue) and did not call to notify either the customer or his supervisor

Week 4 on 23/3 he only worked for half the day but submitted his time sheets for the full day. Causes driver error and supervisor error

Bob adds that Jake has done the timesheet error twice before about 3 months ago, just after he started, but in both those cases it was identified early in checks and so not paid to him. For the 23/3 event, his payment will be adjusted down in April to recover the over payment and fix the margin %. Jake is an ok operator but does seem poor on attention to detail. He has already been counselled about each of these individual events, but its not clear he will improve.

Decide how you would handle Semi 2 / Jake Make. You could performance manage him directly or you could ask Bob to do this or you could do it together. You could do nothing more for now and see if he improves. You could terminate him. You could not give him work for a week.

Send a letter to him to formalise your actions using the template below.

763270-391160TIP: Sending letters - A template has been provided below for you to complete.

The letter will be sent when you upload your completed assessment to the LMS.

00TIP: Sending letters - A template has been provided below for you to complete.

The letter will be sent when you upload your completed assessment to the LMS.

Jake Make

1 Lake Drive

Nullarbor Plains

Victoria 3999

MAKE RECOMMENDATIONS FOR FUTURE USE OF SUPPLIERS

Scenario Update

Five Stars delivery volumes involving semi-trailer loads have reduced due to changing order patterns to more smaller deliveries and access restrictions for many of the sites. Semi 2 has attempted to deliver the wrong pallets again to 2 different customers. These 2 factors are criteria for supplier termination in Five Star Logistics policy.

You decide to email CEO Bill.

Send an email to Bill with your recommendations re Semi 2 and include your reasons.

56324519685TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

00TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

Send

To: Subject: REMOVE SUPPLIERS FROM SUPPLIER LIST ACCORDING TO POLICIES AND PROCEDURES

Scenario Update

You recommended to CEO Bill to terminate supplier Semi 2 and he accepts your recommendations, asking you take care of the related matters with accounts, assets and access passes and to be professional in your communication with Jake. (This meets Five Star Logistics policy and procedure that suppliers can only be deleted with CEO approval.)

Lists the actions you would take, include who would be involved, how you would communicate and what timings you would specify.

Student Pre-Submission Checklist

Please check that you have completed the following before you upload your assessment:

Sign and date the Declaration at the beginning of the assessment

Check that all activities have been completed

Upload Role play video from Activity 6c with your completed assessment.

Unit/s assessed TLIX0014X Manage customer focussed supply chain

Assessment name TLIX0014X Assessment

Type of Assessment

Benchmark

Reasonable Adjustment

Where appropriate Monarch Institute will allow flexibility in the way in which each unit is assessed based on the needs of an individual.

Assessment Coding

Assessment of this course is established on competency-based principles:

S = SatisfactoryNS = Not Satisfactory

Re-assessment

Declaration of Understanding and Authenticity

*I understand that by typing my name or inserting a digital signature into this box that I agree and am bound by the above student declaration.

Student Name*: Submission Date^: Please make sure you use the same name that is in your enrolment documentation, including your surname.

^If this is a resubmission, you must use your resubmission date. For any re-submission, please ensure responses are in a different coloured font

Submission instructions:

Complete the Declaration of Understanding and Authenticity (above).

Once you have completed all parts of this Assessment, login to the Monarch Learning Management System (LMS) to submit your assessment.

In the LMS, click on the link to Submit [assessment name] in your course and upload your assessment files. Click save and then click submit assignment.

Please be sure to click continue after clicking submit assignment.

Written AssessmentResources requiredFrom the LMS: Other:

eBook

Internet-based research

Scenario

NEW CUSTOMER TIGER DRINKS

This scenario involves a supply chain where the key parties are all businesses and does not directly involve end consumers.

You have recently been employed as an Operations Manager at a growing family company called FIVE STAR LOGISTICS SERVICES (Five Star). Five Star is a Victorian transport and warehousing business based in the Melbourne suburb of Sunshine. They have 3 clients now, all with ambient, palletised products, some involving only deliveries and others including warehousing. However, their warehouse is full and does not even have space for cross docking, so future growth has been targeted at customers seeking transport services.

Five Stars transport operations include company rigid trucks and subcontractors for Vans and Semi loads. Five Star already has contracts with trucking transport companies for regional Victorian deliveries.

Your boss is the CEO, Bill Star. Bill has just come into your office and said, Good news, we have a new customer Bill gives you the following summary:

Tiger Drinks (Tiger) sells imported alcoholic and non-alcoholic drinks wholesale throughout Australia.

Tigers customers are a mix of hospitality and retail businesses.

Tiger has changed its Victorian transport provider to us, being dissatisfied with its former provider due to stock losses and safety concerns. We will manage their inbound and outbound supply chain, directly performing metro deliveries & managing regional deliveries, i.e. their Victorian supply chain (but not their warehouse and storage facilities yet).

Tigers inbound products are all currently containerised imports, but they plan to add Australian products.

Tigers outbound products are all boxed, palletised and shrink wrapped, with its customers taking full pallets, except occasionally in promotion periods.

Tigers DC is based in nearby Laverton and runs 2 shifts on five days per week.

Bill says key contacts will be their DC Manager, Kerry Wilmar, & their Marketing Manager, Sharon Mayer.

Tiger stressed to Bill 2 points that they want:

Continuous improvements, including improved services and lower costs and;

Supply Chain Visibility including daily scanned data, damaged and/or lost stock reports

Bill has already agreed Rates and wants you to develop the service & operational relationships, with startup in 4 weeks.

Bill has decided to change your job title to Customer Service Manager to emphasise the service focus to you and to the customers.

Bill asks you to contact Kerry and arrange to meet at their DC, tour the site, meet the key people and get the information you need.

SUPPLY CHAIN Information Flows & Stakeholders

Information Flows

You must use a flowcharting tool to create it electronically, either in this document or elsewhere, which you then cut and paste into the space below. Ensure your response shows the direction and category of information clearly.

TIPS it may be helpful for you to draft your flowchart ideas hand written on paper first. For your submission, there are many software options Stakeholder analysis is a technique used for the following purposes:

that you can use, such as Microsoft Word (Insert, Shapes) , Excel or Visio or online free tools such as www.draw.io See Ebook section 1.1.2 and Section 1 Case Study for more guidance and a worked example.

Key stakeholders & relationships between Five Star and Tiger

The table below shows a selection of stakeholders and key points relating to the relationship between Five Star and Tiger, along with the high level actions required to develop and maintain this relationship.

You are to complete the following table to summarise key relationships that you think would be involved in servicing Tiger.

TIP Regarding the relationships, if you are to provide excellent customer supply chain services, what actions do you need to do generally and specifically?

Stakeholder Impact/ influence Interest in area / What matters to them What your team needs from them Actions

DC Manager HIGH Safety, DIFOT, Cost and CI initiatives All feedback, trusting relationship, support with continuous improvement (CI) initiatives Increase focus on them. Arrange meetings, meet all KPIs, encourage feedback, develop trust

Marketing Manager HIGH Her customers receiving deliveries are happy with services from Five Star transport and its subcontractors Positive Feedback, trusting relationship, support with CI initiatives Provide excellent services to Tigers customers, meet all KPIs, encourage feedback, develop trust

Tigers Despatch Supervisor MEDIUM Getting the information and support to do their tasks well Feedback, Good working relationship Meet all KPIs, encourage feedback, develop trust

TECHNOLOGY IN THE SUPPY CHAIN

List the main types of technology that could be used to provide an excellent service to Tiger, including a brief description of what benefits each would provide to Tiger.

List at least 2 types of technology and their benefits under each heading below.

Office Technology

Digital Automation: The technology accesses systems using the user interface of applications enabling rapid virtual integration to autonomously execute business processes with human exception management. UsingDigital Automationorganisations can automate any business process which is executed in one or more software systems and uses inputs in digital format.

Benefits:

Efficiency: Compared to humans, robotic process automation (RPA), which is a technology that uses software robots to emulate repetitive human actions, can get through several times as many completed processes so you can handle more transactions quicker than before. At the same time, a faster processing time also positively impacts the customer experience, shortening the time it takes to respond to requests.

Cost Savings: It takes away repetitive, boring tasks from workers so they can focus their time on more important tasks and ones which require creative and critical thinking. Thissaves money by removing a lot of wasted time for employeeswho can now tackle harder issues within Organisations.

Delivery Technology

Vehicle Tracking GPS

Vehicle tracking allow transport businesses to accurately locate a vehicle location using satellites. The device fits into the vehicle and captures the GPS location information apart from other vehicle information at regular intervals to a central server.

It is useful for tracking delivery drivers in real-time, lowering freight expenses, increasing transparency, and improving overall customer satisfaction scores.

Track deliveries in real time

It provides the ability to view where drivers and shipments are located in real-time. This provides information as to the amount of time a route takes, and this can then create an efficient route schedule. Also, this provides information as to which drivers and routes are most efficient.

Increase customer service

It provides improved customer service levels with the ability to monitor on-time performance. Also, with the ability to locate where shipments are and the distance from the destination. It provides an online portal where customers are able to see exactly where their shipments are and inform their customers. This provides increased customer service as customers have the ability to access shipment and freight information when needed.

REALLOCATING RESPONSIBILITIES & AUTHORITIES

Management and supervisory workloads are increasing with the new client Tiger joining.

In response to this, you need to reallocate the responsibilities and authorities of the people listed in the table below. You need to match the persons responsibilities to the relevant task, using the KISDA process. Please place your answers in the yellow cells.

Then email it to your boss, Bill, confirming to him the changed arrangements you are making due to the increasing workloads with the new client Tiger.

KISDA tool add or remove a letter to show an activity change you want to reallocate - show you are removing the appropriate letter activity from your column by putting brackets around it, e.g. (A), and adding that letter to another role.

K = Know I = Inform S = Support D = Do A = Approve

TIP What activities could you reallocate (or delegate) to enable you to take on the new client management? Are there any flow on delegations you could make to redistribute the workload? You dont know the detail of the tasks for Tiger yet, but you do know that there will be more drivers and subcontractors to manage.

ROLE / TASK Manager (You) Transport Manager (Bob) Supervisor (Rob) Despatch Clerk Driver /

Subcontractor

Hiring Drivers and Subcontractors A, (D) S,DS K K

Training Drivers K K, S D - K

Run toolbox meetings A, D (D)S (S) D K K

Schedule trucks K (A), S, K D, A K K

Pay drivers A (D) K (S)D S -

Track Trucks (gps) K K D - -

K = Know I = Inform S = Support D = Do A = Approve

Email the updated table to Bill by completing the template below. Summarise the changes you have made in your email.

TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

Send

To: Bill Star

Subject: Reallocate the responsibilities and authorities of the people

Hello Bill,

Respected CEO,

I have reallocate some of the responsibilities and authorities of the people.

CUSTOMER NEEDS & WANTS

Scenario Update

In your first meeting with the stakeholders within the contract, Kerry (DC Manager), and Sharon (Marketing Manager), they tell you about the key service levels they want:

DIFOT 99%+ - Delivery in full on time at minimum 99% over all orders

Stock losses Five Star to pay for any losses caused by their activities

Supply Chain Visibility current next day scanned data on all deliveries (future 6-12 months, want to move to real time data for full end-to-end visibility)

Major incidents fatality or full load loss notify within 30 minutes

Returns all empty pallets to be returned & any damaged or wrong stock delivered is to be returned within 2 business days and replacement stock is to be delivered within 2 days

Complaints System Five Star to have an effective complaint handling & resolution system

Continuous Improvement (CI) wants an active CI Register and benefits tabled in quarterly review meetings. Benefits are to be measured in financial and non-financial terms. The financial target is to be reviewed after 3 months of services.

What questions could you ask Kerry or Sharon to identify other needs and wants that Five Star could provide to give excellent services to Tiger. List at least 5 questions using the headings below:

Safety & Stock performance

Communication -

Orders

Sites

No. Title Questions

1 Safety &Stock performance 1.Is there any specific product that need more fragile handling?

Is there any uncertainty in demand impact your stock inventory?

Is there any particular packing material?

What is your stock inventory capacity?

Is there any hazardous product handling?

2 Continuous Improvement (CI) What financial & non-financial benefits company prefer most?

Is there any technology company are planning to implement soon or in future?

Is there any alternative tracking technology company used?

Are there any technology company uses to reduce errors?

Is there any process company eliminate to reduce waste and reduce cost?

3 Communication How do you want to be contacted for regular matters?

How for urgent matters?

What is the process regarding to report the lost and damage shipments?

What method your company prefer to communicate?

How much time it takes to get back a reply?

4. Orders What are the process and requirement for rush orders?

Is there any orders limit?

Is it any seasonality in orders?

Is there any issue with serial shipping container code?

How often replacement orders reported?

Sites Is there often orders in large volume or patterns for individual delivery sites?

Are there any size restrictions or need any material handing equipments requirement for the delivery sites?

Is there any induction required for delivery sites?

Is there any time limit for delivery sites?

Is your customers require any appointment for deliveries?

Using the stated customer needs above, complete the table below with resources for the service requirements that Five Star will need to provide to meet Tigers needs and wants, i.e. staff, training, equipment, systems, procedures, etc - by type not quantities (as you dont know the scale of Tigers work)

Needs & Wants Five Star Resources for Service Requirements

DIFOT Scheduled delivery, dedicated transport, consolidated transport from contractors to sub-contractors for regional & in cities delivery. lease new vehicles to meet the environmental regulations and policies.

Stock Losses Using RFID tags and GPS technology for tracking and tracing of the vehicles location as well as scanning technology to scan the products on each stage for inbound and outbound deliveries.

Returns Reverse logistics services, also keep the records of the returnable items to keep the information flow in real time.

Supply Chain Visibility RFID tags, GPS, IOT enabled devices, computer software, scanners, Blockchain which helps to tack products from Origin to customers and provide real time traceability.

Major Incidents Drivers and subcontractors trained in defensive driving and incident procedures , load site inductions

Complaints Handling Skilled and professionally trained staff, effective training practices to help strengthen and improve skills for customer satisfaction.

CI six sigma, lean, strategic planning, internet of things, Softwares to enhance the information flow in real time around the supply chain.

5.CUSTOMER SERVICE PLAN (CSP)

Complete your Customer Service Plan by adding measurement KPIs to the table you developed in the previous question. Add your responses for the middle resources column first and then their KPIs.

TIP For the KPI column, they could be shown as a % or in words, such as All or numbers and words

Needs & Wants Five Star Resources for Service Requirements KPIs

DIF=Delivery In Full

DOQ=Delivery On Quality

DOT=Delivery On Time

Returns Reverse logistics services, also keep the records of the returnable items to keep the information flow in real time. (Units Returned Units Sold) x 100 = Return-Rate-Percentage%

Supply Chain Visibility RFID tags, GPS, IOT enabled devices, computer software, scanners, Blockchain which helps to tack products from Origin to customers and provide real time traceability. All

Major Incidents Drivers and subcontractors trained in defensive driving and incident procedures, load site induction. (The number of incidents in a year x 200,000) / the total number of hours worked by all team members in a year = incident rate

Complaints Handling Skilled and professionally trained staff, effective training practices to help strengthen and improve skills for customer satisfaction. CI Six sigma, lean, strategic planning, internet of things, Softwares to enhance the information flow in real time around the supply chain. Safety, cost, quality, time, customer satisfaction, return on investment, employee satisfaction

Review Five Stars supply chain service strategy listed in the Scenario and the Needs information from Tiger What could be changed or added to the table to align it better with the Five Stars service strategy?

Are there any other Needs & Wants that could be added to performance reporting to Tiger?

Nowadays, the production and usage of the Internet of Things devices are increasing very rapidly. IoT products and devices basically include laptops, smartphones, smart gadgets, smart watches, smart and digitalized vehicles and almost all of these are used majorly today.

IMPLEMENTING THE CUSTOMER SERVICE PLAN (CSP)

List and describe the action steps you could take to implement the CSP and show them in the sequence you would do them. List at least 8 steps, including how you would communicate with appropriate supply chain stakeholders. Use the table format below.

TIP Include all main preparation and communication activities, such as checking policies, develop specific procedures (including Returns handling), develop order and delivery data processing systems, training staff, buy scanners and software, etc.

Step # Title Description

1 2 3 4 5 6 7 8 Write an email to Five Stars Transport Manager Bob Norman and Supervisor Rob Karsevic, sharing the Customer Service Plan document, referring to Five Stars customer service strategy, and listing your implementation steps, including telling him which steps you would like his support with.

TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

Send

To: Bob Norman; Rob Karsevic

Subject: Tiger Drinks CSP Implementation

MONITORING CUSTOMER SUPPORT

List and describe at least 3 ways that you think Five Star could provide Tiger and its customers with opportunities to give feedback. For each way that you include also describe how you as Customer Service Manager would monitor customer support.

TIPS Review Ebook section 3.1 for guidance and/or research customer service methods online

You are about to check the Five Star website for feedback, when a new email appears from Tigers Marketing Manager, Sharon, praising your Transport Supervisor, Bob Karsevic, on his customer support and praising your Feedback website. In response to the email below, write 2 emails to recognise the behaviours and to encourage more feedback like this one email back to Sharon and another email to someone you choose.

From: Sharon Mayer

To: (you)

Subject: Great Service from Rob!

(You),

Its great to know that your Transport Supervisor, Rob, is keeping our big Metro customers happy with their deliveries. I looked on your Feedback website this morning and saw that he has arranged successful rush orders time and time again, setting the bar high. I was also pleased to see many customers have been using the website to give feedback, so your digital onboarding process seems to have worked well.

Regards

Sharon Mayer

Marketing Manager

Tiger Drinks

Write your 1st email below:

Send

To: Subject: Write your 2nd email below:

Send

To: Subject: CUSTOMER COMPLAINTS ROLE PLAY

This is a video assessment activity.

Scenario Roles:

This role play has 2 roles:

You: Operations Manager / Customer Service Manager

Sharon, Tigers Marketing Manager

Scenario:

Service has started well and been occurring for 2 weeks without incident or product loss or complaint and only 1 late delivery, due to a regional vehicle non-blameworthy collision.

You arrive at work early and check your email there is a message from Tigers Marketing Manager, Sharon, telling you that one of their regional customers has complained of a wrong delivery and poor driver behaviour yesterday and wanting you to call back asap.

You decide to call Sharon back before doing any investigations with your team, so that you can ask for more information and tell her you will work on this as a priority this morning using established procedures.

This task is designed to assess your ability to do:

Acknowledge the complaint and explain the steps you will take to handle the complaint

Use active listening skills and questioning techniques and seek clarification

Two way real time communication with customers using approved methods

Participate in verbal discussion using language, tone and pace appropriate to the audience

Scripts are a guide. Role players may improvise as long as the key points are covered.

You:

[You call Sharon back and greet her]

Sharon:

Im good thanks and thanks for calling me back so quickly.

This incident seems to involve 2 problems with my angry customer at Ararat calling me to say that we have delivered the wrong stock and that the driver refused to check his other pallets or to take back the stock as returns, saying that he was running late for his next delivery apparently, he just left!

You:

[You respond to Sharon, acknowledging what she is saying and explain the steps you would take to handle this complaint feedback.

You should ask Sharon if she would like to use our online feedback website or for you to log the complaint this time.]

Sharon:

Log it for me please.

You:

[You say that you will and ask Sharon for any more information about the incident.]

Sharon:

Im really pleased that youre taking this approach. The customer is the Ararat Hotel. The delivery involved 1 pallet, which well need to go out to them today.

You:

[You thank her and say the steps you will take to deal with the customers stock need.

You ask her to email you the customers info.

You also ask if it is ok to call this customer direct to apologise and to ask for more information on the drivers behaviour.]

Sharon:

This is a pretty new customer for us, so thats a great suggestion. Ill send you their details now and copy in the customer so they know to expect your call.

Please update later today. Thanks & Bye.

You:

[You thank Sharon and say Bye.]

Your role play activity is now complete.

General instructions:

Students must perform with at least 1 other person. Using just 1 other person to play multiple roles is completely OK. Alternatively, you can use as many other persons as there are roles.

The other person(s) can play multiple roles except for the role required to be played by the student.

There is no requirement for the other person(s) to be visible in the video, so if your partner(s) would prefer not to be visible, thats OK.

The student must be visible throughout the video.

All persons must be audible throughout the recording.

Using a camera phone is often a quick and easy way to record the video.

For the role play, we suggest the following:

Have a quiet, private space where you can effectively record the video. This could be your spare room at home, an office at your workplace, or even a study room at your local library.

Be appropriately dressed.

When youre conducting the role play, dont forget about:

Using appropriate body language and gestures, including eye contact

Speaking professionally, and at the appropriate pace

Using plain English

Listening without interrupting

Respond appropriately to what is said.

Video recording to be maximum 5 minutes long.

OC Skill, behaviour or task Satisfactory Not satisfactory Comments

1 Student calls and greets the Marketing Manager appropriately and professionally.

This may vary depending on age, gender and culture of role play participants. 2 Student must acknowledge the problem, state that Five Star will use its procedures to handle these types of situations to resolve them. 3 Student must use active listening skills and questioning techniques and seek clarification.

At least two questions must be asked to get more information and ask if it is ok to call the end customer direct. 4 Student video shows two way real time customer communication using approved methods and tools. 5 Student participates in verbal discussion using language, tone and pace appropriate to the audience. 6 Student is visible and audible throughout the video; other persons participating are audible throughout the video.

CUSTOMER & SUPPLIER DATA ANALYSIS

Scenario Update

Tiger orders data is downloadable from their website at 1pm every delivery day for the next day Metro deliveries and the day after next for Regional deliveries. Your Regional Subcontractor (Supplier) emails its delivery data at the start of the day after delivery. One of your responsibilities is to review a daily report showing whether the regional orders and deliveries match 100% for DIFOT KPIs and any discrepancies.

One day you get the daily report showing a red flag for less than 100% match this is the first time this has happened with Tiger - the deliveries pallet count is higher than the orders pallet count.

As you know, Five Stars invoicing procedure states, all customer deliveries are to be checked against orders any differences must be investigated and resolved before invoicing occurs

Five Star bills Tiger based on the number of pallets delivered. You investigate to support the customer and Five Star invoicing and find out that display stands for promotional activities have been supplied by Tiger for distribution early than scheduled one of your regional subcontractors has picked up and then delivered these special oversize products.

You check with your Transport Manager, Bob, and he says he didnt know about them going out early either. He reminds you that the display stands were expected to involve 2 different sizes, each taking up 2 or 3 pallet spaces and that each retail delivery site was scheduled to get 2 stands, presumably one of each, but not known.

Sizes given:Stand 11.3m x 0.6 (Height x Width, Depth not provided)

Stand 2 2.4m x 1.1 (Height x Width, Depth not provided)

The stands will need to be transported on their backs, this, lying down horizontally to protect them, so the height becomes the length as the relevant dimension for calculating vehicle space.

You think there has to be a better way to handle special deliveries like these stands in future.

Using the delivery data below which relates to 1 delivery of 3 orders on the date 16/10/xx,

i) Calculate how many vehicle pallets spaces Stand 1 and Stand 2 require. Look up the dimensions of a standard Australian pallet if you do not know them.

ii) Knowing that the Bright Hotel received both pallets of drinks and 2 display stands, calculate the number of pallet spaces used by the display stands in one delivery to explain the discrepancy for one store in Bright, the Bright Hotel. Show your calculation workings below, starting with collating the days totals for Deliveries and Orders, by adding a row to the table or typing separately.

iii) How many pallets of drinks were delivered to the Bright Hotel on 16/10?

TIP Your workings in ii) should give you the answer for iii)

Note the following:

Deliveries count is one of your vehicle utilisation measures, showing actual pallet spaces used in total, including both actual pallets and pallet spaces occupied by display stands.

Orders refer to Tigers number of pallets delivered, where display stands are only counted as 1 pallet each.

PalletCount_BrightHotel_exceptionsDate Site Deliveries Orders

16/10/xx BrightHotel2 pallets 1 pallet

16/10/xx BrightHotel2 pallets 2 pallets

16/10/xx BrightHotel4 pallets 2 pallets

What actions could you take to ensure operations and reporting would be better prepared for future display stand deliveries? List at least 2 actions.

MONITOR SUPPLY PLANNING & DEMAND FORECASTING

Scenario Update

In order to achieve high levels of customer service in Tigers supply chain, Five Star needs to meet or preferably exceed its 99% DIFOT KPI.

Tigers sales vary due to weather, seasons, holidays, promotional activities, competitors and other factors. Tiger has provided you with historical sales data and forecast sales by postcode.

Five Stars first peak season of summer/Christmas/New Year is ahead and you have been asked by Tigers marketing Manager, Sharon, to reconfirm that you have planned resources to meet their forecast sales, as they are about to commence a large promotion.

Supply planning here refers to Five Stars service supply. Demand Forecasting refers to Tigers forecast sales.

What questions could you ask and what actions could you take to plan and to monitor peak season services better? List at least 3 questions or actions for each of headings below:

Planning

Monitoring

Sharon sends updated forecast data to you, showing that the 3 Fridays before Christmas will be peak days at many city stores for deliveries. She asks you to reply confirming transport will cope with these mega days.

Using the information below for 3 stores, work out how many deliveries you will need to schedule for those Fridays and then email Sharon confirming deliveries will be organised and giving these 3 stores as examples.

Store 1st Friday Orders (Litres) 2nd Friday Orders (Litres) 3rd Friday Orders (Litres)

Doncaster 12,800 14,100 16,600

Chadstone 16,000 19,500 19,900

Richmond 11,000 13,800 16,200

You use the following information to convert the orders into truck loads, seeking to minimise the number of loads and maximise vehicle utilisation (pallets per load);

Average litres per pallet is 403

Rigid vehicle pallet capacity is 14

Semi trailer pallet capacity is 22

Complete the table below and include this table in your email back to Sharon.

TIP Sharon will need to ensure capacity at the stores to handle these large deliveries and they may need to be timeslotted.

Store 1st Friday Orders (Litres) # Pallets Type / # Trucks 2nd Friday Orders (Litres) # Pallets Type / # Trucks 3rd Friday Orders (Litres) # Pallets Type / # Trucks

Doncaster 12,800 32 1 Semi

1 Rigid 14,100 16,600 Chadstone 16,000 19,500 19,900 Richmond 11,000 13,800 16,200

Send

To: Sharon Mayer

Subject: RE: Peak Season Deliveries please confirm plan

REVIEW OF DRAFT CUSTOMER SERVICE PLAN (CSP) & KPIs

Scenario Update

Five Star has been providing supply chain services to Tiger for over 3 months now (Sep-Nov) and the first quarterly review meeting is scheduled for next week.

Below is a summary of the KPI Report you have drafted:

Measure Target KPIs Actual KPIs Rating

DIFOT 99% 99.3% 2787658636000

Stock Losses $0, actuals paid for 13 cartons from 1 order, $520 paid 2755908953500

Returns 100% empty pallets & damaged stock returned 100% empty pallets

2 damaged pallets all within required timing 2755905588000

Supply Chain Visibility Daily delivery data on time 1 day data upload delayed due to power outage 2787654889500

Major Incidents 0 0 2755904191000

Other Incidents 0 Reversing incident at 1 site, truck and awning damaged 2794005397500

Feedback Positive, including positive complaint resolutions 3 Positive, 2 complaints all resolved positively 2889254826000

CI $ NOT ACTIVE YET

$ equivalent to 1% of total costs per year 9 ideas, 1 completed, 3 being developed, est 0.1% $ 2863855334000

Rates

You want to consult with your key stakeholders in Five Star and Tiger on the report and its contents before this first review meeting, particularly on CI and ideas for improving services and reducing costs.

List at least 1 question that you could ask each of the stakeholders shown below and why you would ask them what could be a benefit of consulting with them?

FIVE STAR

CEO -

Transport Supervisor -

Other -

TIGER

DC Manager -

Marketing Manager -

Use the email template on the following page to write an email to the Tiger Marketing Manager, Sharon Mayer, to ask her to provide feedback and ideas for the draft report you have prepared.

In your email, make sure you:

Outline the draft report youve attached

Ask her for feedback on the report and ideas for making it better

Ask her at least 1 specific question

TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

Send

To: Subject:

SERVICE PLAN REVIEW REPORT

Using the KPI report table draft from the previous question, prepare your Quarterly Service Report for the months of September to November. Format the table for presentation to Tiger in the review meeting. Make at least 2 format or content changes to improve your report for presentation to customer management.

TIP You could include a Comments column on the right hand side to explain the KPI performance

Measure Target KPIs Actual KPIs Rating ?

DIFOT 99% 99.3% 2787658636000 Stock Losses $0, actuals paid for 13 cartons from 1 order, $520 paid 2755908953500 Returns 100% empty pallets & damaged stock returned 100% empty pallets

2 damaged pallets all within required timing 2755905588000 Supply Chain Visibility Daily delivery data on time 1 day data upload delayed due to power outage 2787654889500 Major Incidents 0 0 2755904191000 Other Incidents 0 Reversing incident at 1 site, truck and awning damaged 2794005397500 Feedback Positive, including positive complaint resolutions 3 Positive, 2 complaints all resolved positively 2889254826000 CI $ NOT ACTIVE YET

$ equivalent to 1% of total costs per year 9 ideas, 1 completed, 3 being developed, est 0.1% $ 2863855334000 Rates As this is your first major review meeting, you want to circulate the formal report to key stakeholders 1 day before the formal review meeting with senior management present.

Use the email template on the following page to write an email to the Tiger DC Manager, Kerry Wilmar, and Marketing Manager, Sharon Mayer, providing the report you have prepared and asking if they have any other changes, including formatting changes, that they would like to see in the meeting.

In your email, make sure you:

Refer to the report youve attached

Ask her for any other changes, including formatting changes, that they would like to see

End your email positively

TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

TIP: Sending emails - A template has been provided below for you to complete.

The email will be sent when you upload your completed assessment to the LMS.

Send

To: Subject: DOCUMENTING CONTINUOUS IMPROVEMENT

Tiger places high importance on CI to improving services and reducing costs.

Describe how you would manage documenting of the CI ideas and actions in minimum 40 words and draft a table of headings.

TIPS Who would have access to add ideas or actions? Who would own the document? What type of file or other document could it be?

Draft a table for documenting the CI ideas, with table title, headings and at least 1 row for 1 idea for a CI action in your table. Look at the Scenario Update in Q9 and your part b. responses again for an opportunity to improve services.

TIP You can use any idea as long as its based on the Scenario - you dont have to use the Q9 info

-914400-59100

Table of Contents

TOC o "1-3" h z u Introduction PAGEREF _Toc70590731 h 3Scenario - ALEX SHOES AUSTRALIA PAGEREF _Toc70590732 h 4Background PAGEREF _Toc70590733 h 4Supply Chain PAGEREF _Toc70590734 h 4Your Role PAGEREF _Toc70590735 h 4Activity 1. Queensland Supply Chain PAGEREF _Toc70590736 h 5Solution for Activity 1 PAGEREF _Toc70590737 h 7Activity 2. Customer Service Plan PAGEREF _Toc70590738 h 8Solution for Activity 2 PAGEREF _Toc70590739 h 10Activity 3. Ensure Customer Engagement PAGEREF _Toc70590740 h 11Solution for Activity 3 PAGEREF _Toc70590741 h 13Activity 4. Review Customer Supply Chain Outcomes PAGEREF _Toc70590742 h 14Intentionally blank PAGEREF _Toc70590743 h 15Solution for Activity 4 PAGEREF _Toc70590744 h 16Appendix A: Alex Shoes Australia Operational Plan PAGEREF _Toc70590745 h 17

IntroductionThis document is designed for 2 purposes:

1) Demonstrate good responses using assessment type questions, we show the standard of response that is required to be submitted for this unit. This shows you what good looks like, rather than answer responses to your Assessment tasks.

2) Give you the opportunity to learn by doing the following pages give you a Scenario and then explore each of 4 tasks through a question and solution approach to give you practice before you do the Assessment tasks. These Activities cover selected topics of the Assessment, rather than all topics.

The best way to benefit from using this resource is to try to write your own solution for each Activity first and then compare it with the Solution listed on the following pages. If you are unable to develop a solution, then we strongly recommend you review the relevant Ebook content first and then try to do the solution again, rather than go straight to look at the solution.

This approach will help you to learn by doing and prepare you for doing well in your Assessment submission and in your workplace.

46469300ALEX SHOES

00ALEX SHOES

Scenario - ALEX SHOES AUSTRALIABackgroundAlex Shoes Australia (ASA) has been in operation for the past forty years, starting

as a small business of the Greek immigrant family Pavlidis. Their first store and

workshop began with a total of 5 staff, and now ASA has over 750 employees.

ASA originally commenced operations in Brisbane Australia, making and selling

all its shoes locally, but now have grown to 49 company stores and 5 franchisees nationwide. Shoes are mostly imported into Brisbane, but its own brand school shoes are still limitedly made in Adelaide.

ASA sells retail and online in Australia and fulfils a minimum of 15 international orders per week.

They sell shoes for women, men and children. Their business is seasonal with December-January being peak and lesser peaks occurring in May and September. ASA runs promotions many times each year for sales and seasonal new lines.

Supply ChainASA has contracts in place for all its Australian inbound and outbound distribution, involving the following organisations:

Inbound Containers Secon Logistics

Factory to Warehouse (Adelaide to Brisbane) Toll

Retail Outbound & Returns Toll just appointed, changing from multiple state contractors

Online Deliveries (& Returns) Startrack Premium (and Australia Post)

International Orders - UPS

ASAs delivery promises to its customers are as follows:

Retail stores next day pm deliveries for orders by 10am Monday to Thursday

Online orders Metro areas 1-3 business days from order and Regional 2-5 business days

- Track My Order via StraTrack website

All deliveries occur from the Brisbane warehouse, with Adelaide production stock transferred to Brisbane, including for local SA deliveries.

Your RoleA new Operational Plan has just been issued see Appendix A - which includes a number of goals which relate to your role as Supply Chain Manager. You are now implementing the Goal 5 Activity through changing from state based companies for retail distribution to using Toll nationally. You are taking this opportunity to renew focus on customer service with all your supply chain providers. You have 3 direct reports a Warehouse manager, Transport manager and a Business Analyst.

Activity 1. Queensland Supply Chain Flowcharting Information flows

Your first task is to develop a flowchart for your meeting with the new QLD logistics contractor, Toll, as you have just changed from TransDirect. Use text boxes on the right hand side to list the timing requirements associated with the information listed, such as deadlines or due dates.

You want to show them a one page flowchart of the information flows and timing requirements.

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Solution for Activity 1QUEENSLAND SUPPLY CHAIN

Flowchart showing the information types flowing between supply chain parties for ASA in Queensland, with key timing requirements in text boxes on the right hand side.

Activity 2. Customer Service Plan Implementation of Services Growth

ASA are expanding and have 17 new stores planned due to the takeover of another shoe retailer. They plan to open 4 in metro Sydney and 6 in regional NSW towns. ASA General Manager, Christos Pavlidis, has asked you for an implementation plan for delivery services to the NSW stores in 6 weeks. These will involve your supply chains first regional store customers, as all current stores are in capital cities.

Your task is to plan the steps and ask for the information you will need from management to give the GM a formal project plan. List at least 6 steps. Use a table format to show your plan steps, with columns for Step #, Title, Description and Questions you would ask someone relating to the step.

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Solution for Activity 2Table showing steps, sequence, description and questions for management.

Step # Title Description Questions

1 Store info & Lead Times Find out the new store opening dates and volumes for delivery scheduling etc. Find out access restrictions for new stores. Store opening/stock build schedule?

Volumes of stock build per store?

Forecast ongoing deliveries per store?

Access conditions per store?

2 Contractor Notifications Arrange meetings to notify subcontractors of metro and regional work, resources required, training required, etc to enable them to scale up their services. -

3 Staff communication sessions Toolbox and meeting sessions with staff to raise awareness of expanding ASA stores and answer initial questions -

4 Develop Plan Develop high level project plan -

5 Review Plan with GM Agree on Go Live timing and activities in case they want the change the sequence of the openings, such as metro on Day 1 and Regional on Day 2. When to review implementation plan?

6 Check Policies Check policies for actions to take and limits on actions due to increased volume and range of services. -

7 Recruit & train staff Recruit any additional staff required for operations or administration and arrange training. Reallocate duties as appropriate. -

8 Develop Procedures Review and develop or update procedures for returns, KPI and other reporting due to the added regional stores and customer requirements -

9 Site Inspections Send staff to assess new stores for access for deliveries -

Activity 3. Ensure Customer Engagement Monitor Customer Support

ASA treats its key customers in 2 groups:

Internal customers its retail stores and its franchisees

External customers its shoe buyers, the end user consumers of its products

List and describe at least 3 ways that you think ASA could provide its internal customers, its store managers, with opportunities to give feedback. For each way that you include also describe how you as Supply Chain Manager would monitor your supply chains customer support. Minimum 100 words.

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Solution for Activity 31) Emails including asking ASA store managers to email delivery feedback. My role as Supply Chain Manager would be to encourage and support feedback, to review feedback received, so that good and bad events are formalised and can be followed up with appropriate actions and resolutions, including praise and improving behaviours with staff and contractors.

2) Telephone calls - for verbal feedback. My role as Supply Chain Manager would be as for 1) above.

3) Online Portal ASA may have a webpage for feedback so store manager customers can leave specific details of feedback in set fields. This could be a better way to formalise feedback. My role as Supply Chain Manager would be as for 1) above.

4) Formal review meetings customer service and support levels are reviewed with sales, marketing and other managers. Managers present are asked questions and give feedback, including of problem resolutions. My role as Supply Chain Manager would be to prepare for these meetings, present information effectively and ensure decisions from the meetings are implemented to improve customer support.

(175 words)

Activity 4. Review Customer Supply Chain Outcomes Document Actions

You have received 2 voicemail messages on your mobile and need to decide for each message what action to take from the following choices:

1) do nothing

2) call one of your team and pass the call topic on to someone else, recommending actions

3) direct actions you would take

Review the following messages and then choose from 1), 2 or 3) above, explaining why you chose this there is no right/wrong, but instead a well explained course of action:

Message 1 script:

Hi, Gary Papadopoulos calling (Assistant Warehouse Manager). I was talking with our new pm supervisor, Lennon. Hes a great guy, working in really well so far. He talked with me this morning about something they did well at his previous employer which improved their inventory management massively.

Lennon said they used cheap passive RFID on each stock unit and then tracked it automatically in storage, in transit and in and out of retail stores, reducing losses quickly.

Context information you have heard of RFID but do not have any experience using it. You think its expensive and so may be only for higher end consumer products. The Warehouse Manager, Kosta Boutsianis, is Garys boss, but is away today, so Gary is calling you, his 1 up manager (bosss boss).

Message 2 script:

Hi, my names Carla Zagame. Ive just seen one of your trucks race through a red light and cause a collision of traffic at the intersection of Punt and Bridge Roads.

They didnt stop and Im still stuck here in Bridge Road waiting for the crash vehicles to be cleared. My daughters in the car with me and she happened to be taking a video at the time - she has proof on her phone. I think someone should call me back pronto! My number is 0444 444 444.

Context information these are major roads are in Richmond, Melbourne. Toll has just recently started deliveries with the trailer curtains showing ASA name and logos, so you think it could be one of the 4 trucks fitted with these advertisements.

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Solution for Activity 41) Action response for Garys call re Lennons idea of using RFID to track ASA stock:

I would choose option 3), taking direct action.

I would investigate the idea because it is may be suitable as a large improvement project, with capital expenditure , such as for equipment at each ASA site, as well as having ongoing costs, such as for the tags on each box of shoes.

I would call Gary back and arrange to meet with Lennon in the next day or so to find out more about his knowledge and experience with RFID.

I may also arrange for the Warehouse Manager and Transport Manager to be present at this meeting or leave them for a later meeting if the idea sounds promising.

I would probably not list this idea on a CI Register yet, until after the initial investigations. However, if I was wanting to encourage CI ideas from the team, then I may list the idea as under investigation.

2) Third party witness complaint call regarding apparent unsafe contractor driver behaviour:

I would choose option 2), passing the information on to my Transport Manager , Con Kolivas, for followup, because it falls within his responsibilities at ASA. If appropriate, I would recommend to him/her to call the person back and ask for the video to be emailed or uploaded to our website to help our review the incident may not involve one of our contractors trucks, e.g. it may have been passing in front of the other truck as the light was changing and been incorrectly remembered as being the truck involved because it was a recognised business name or logo.

If ASA has a complaint register, then this incident should be listed on it, so that the investigation can be documented for reference and used in lessons learnt sharing.

Appendix A: Alex Shoes Australia Operational PlanStrategic Goals:

Appendix A: Alex Shoes Australia Operational Plan

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