SUPPLY CHAIN
SUPPLY CHAIN
MANAGEMENT
SUPPLY CHAIN MANAGEMENT
SUPPLY CHAIN MANAGEMENT
(SCM)
(SCM)
SCM is the coordination of material, information,
SCM is the coordination of material, information,
and financial flows between and among all the
and financial flows between and among all the
participating enterprises in a business
participating enterprises in a business
transaction.
transaction.
Material flows involve physical product flowing from Material flows involve physical product flowing from
suppliers to customers through the chain, as well as
suppliers to customers through the chain, as well as
reverse material flows, such as product returns, servicing,
reverse material flows, such as product returns, servicing,
recycling, and disposal.
recycling, and disposal.
Information flows involve demand forecasts, order Information flows involve demand forecasts, order
transmissions, and delivery status reports.
SCM
SCM
Financial flows involve credit card information, credit terms, Financial flows involve credit card information, credit terms,
payment schedules, and consignment and title ownership
payment schedules, and consignment and title ownership
arrangements.
arrangements.
SCM refers to the complex network of relationships
SCM refers to the complex network of relationships
that organizations maintain with trading partners to
that organizations maintain with trading partners to
source, manufacture, and deliver products.
source, manufacture, and deliver products.
A successful SCM strategy is based on accurate
A successful SCM strategy is based on accurate
order processing, just in time inventory
order processing, just in time inventory
management, and timely order fulfillment
SCM CASE STUDY
SCM CASE STUDY
SCM Integration between Amazon.com and FedEx,
SCM Integration between Amazon.com and FedEx,
for distributing the book of Harry Potter and the
for distributing the book of Harry Potter and the
Goblet of Fire.
Goblet of Fire.
Before the book was released, 350,020 copies were
Before the book was released, 350,020 copies were
pre-ordered at Amazon.com, making the title the
pre-ordered at Amazon.com, making the title the
retailer’s largest advance order ever.
retailer’s largest advance order ever.
The challenge became not only getting all those
The challenge became not only getting all those
books to eager readers, but also doing so in a single
books to eager readers, but also doing so in a single
day. FedEx, in deal with Amazon, delivered 250,000
day. FedEx, in deal with Amazon, delivered 250,000
copies the next day.
SCM CASE STUDY
SCM CASE STUDY
To ensure a smooth distribution process, FedEx worked To ensure a smooth distribution process, FedEx worked
with Amazon for weeks prior to the ship date to integrate with Amazon for weeks prior to the ship date to integrate
the firm’s computer systems, to prepare the labels, and the firm’s computer systems, to prepare the labels, and to get the shipping data ready for ‘the largest single day to get the shipping data ready for ‘the largest single day distribution event in the history of business to consumer distribution event in the history of business to consumer
of E-Commerce’ of E-Commerce’
The SAP advanced planning and optimization provides The SAP advanced planning and optimization provides
an integrated approach through with demand prediction, an integrated approach through with demand prediction,
inventory stocking, and transportation decisions are inventory stocking, and transportation decisions are
cooperatively together. It optimizes service, quality, and cooperatively together. It optimizes service, quality, and
time factor that can strongly influence customer time factor that can strongly influence customer
CUSTOMER RELATIONSHIP
CUSTOMER RELATIONSHIP
MANAGEMENT
MANAGEMENT
(CRM)
(CRM)
Customer rule : If organizations are to survive, they must Customer rule : If organizations are to survive, they must
do business in any way the customer wants. do business in any way the customer wants.
CRM is defined as an enhancing knowledge of the CRM is defined as an enhancing knowledge of the
customer to personalize customer service while customer to personalize customer service while
continuing to sell standard products. continuing to sell standard products.
CRM, a combination of business process and CRM, a combination of business process and
technology, seeks to understand a company’s customers technology, seeks to understand a company’s customers
from a multifaceted perspective : Who are they, what do from a multifaceted perspective : Who are they, what do
FACTS DRIVING CRM
FACTS DRIVING CRM
It costs six times more to sell to a new customer
It costs six times more to sell to a new customer
than to sell to an existing one.
than to sell to an existing one.
A typical dissatisfied customer will tell eight to ten
A typical dissatisfied customer will tell eight to ten
people about his or her experience.
people about his or her experience.
The primary reason for dissatisfaction : lack of
The primary reason for dissatisfaction : lack of
customer service.
customer service.
Of the 15 most cited complaints, 12 were related to
Of the 15 most cited complaints, 12 were related to
poor customer service, from busy phone lines to
poor customer service, from busy phone lines to
unanswered email queries.
FACTS DRIVING CRM
FACTS DRIVING CRM
The odds of selling a product to a new customer are The odds of selling a product to a new customer are
15%, whereas the odds of selling a product to an 15%, whereas the odds of selling a product to an
existing customer are 50%. existing customer are 50%.
70% of complaining customers will do business with 70% of complaining customers will do business with
the company again if the complaint is quickly the company again if the complaint is quickly
addressed addressed
More than 90% of existing companies don’t have the More than 90% of existing companies don’t have the
necessary sales and service integration to support necessary sales and service integration to support
CRM
CRM
The goals of CRM business framework :The goals of CRM business framework :
Using existing relationship to grow the revenueUsing existing relationship to grow the revenue
• Enhancing profitability by identifying, attracting, and Enhancing profitability by identifying, attracting, and
retaining the best customers
retaining the best customers
Using integrated information for excellent servicesUsing integrated information for excellent services
• Using customer’s information to better serve his or her Using customer’s information to better serve his or her
needs, you save the customer time and ease any
needs, you save the customer time and ease any
frustration. Ex. Customers should not have to repeat
frustration. Ex. Customers should not have to repeat
information to various departments again and again.
CRM
CRM
CRM comprises 3 (three) phases :
CRM comprises 3 (three) phases :
Acquiring new customers
Acquiring new customers
• Acquiring new customers by promoting company’s Acquiring new customers by promoting company’s product and service leadership, with respect to
product and service leadership, with respect to
convenience and innovation. The value proposition convenience and innovation. The value proposition
to the customer is the offer of superior product, to the customer is the offer of superior product,
CRM
CRM
Enhancing the profitability of existing
Enhancing the profitability of existing
customers.
customers.
• Enhancing the relationship by encouraging excellence in Enhancing the relationship by encouraging excellence in cross selling and up selling, thereby deepening and
cross selling and up selling, thereby deepening and
broadening the relationship. The value proposition to the
broadening the relationship. The value proposition to the
customer is an offer of greater convenience at low cost
customer is an offer of greater convenience at low cost
(one stop shopping)
CRM
CRM
Retaining profitable customers for life
Retaining profitable customers for life
• Retention focuses on service adaptability – delivering not Retention focuses on service adaptability – delivering not
what the market wants but what customer want. The
what the market wants but what customer want. The
value proposition to the customer is an offer of a
value proposition to the customer is an offer of a
proactive relationship that works in his or her best
proactive relationship that works in his or her best
interest. “If you want to make money, hold onto your
interest. “If you want to make money, hold onto your
good customers”.
CLOSING
CLOSING
When you may consider to run E-Business ?
When you may consider to run E-Business ?
When you face the internal resistances, such as
When you face the internal resistances, such as
inefficiency, too much cost spent out, willing to
inefficiency, too much cost spent out, willing to
improve revenue, ineffective collaboration, etc
improve revenue, ineffective collaboration, etc
When you’re challenged by external factors, such
When you’re challenged by external factors, such
as tough competition, need to create innovation,
as tough competition, need to create innovation,
customers requirement, trends, etc
CLOSING
CLOSING
E-Business is not only a tool, but an
E-Business is not only a tool, but an
enabler of the new business strategy and
enabler of the new business strategy and
opportunity, to create value and gain
opportunity, to create value and gain
competitive advantage in the global tight
competitive advantage in the global tight
competition
REKAMAN
REKAMAN
PERCAKAPAN
PERCAKAPAN
TELEPON
TELEPON
PEMESANAN PIZZA
PEMESANAN PIZZA
TAHUN 2020
O
O
: terima kasih anda telah menghubungi Pizza Hot,
: terima kasih anda telah menghubungi Pizza Hot,
Apakah yang bisa saya....
Apakah yang bisa saya....
K
K
: heloo, saya mau pesan pizza
: heloo, saya mau pesan pizza
O
O
: Boleh minta nomor kartu KTP anda pak
: Boleh minta nomor kartu KTP anda pak
K
K
: tunggu, ini nih : 6102049998-45-54610
: tunggu, ini nih : 6102049998-45-54610
O
O
: Ok pak Bejo, anda tinggal di jalan hangtuah no.
: Ok pak Bejo, anda tinggal di jalan hangtuah no.
16, nomor telepon rumah anda 02177726378,
16, nomor telepon rumah anda 02177726378,
kantor anda 021665872673 Hp anda
kantor anda 021665872673 Hp anda
081127894022, anda menelpon dari mana ?
081127894022, anda menelpon dari mana ?
K
K
: dari rumah, eh dari mana kamu tahu semua no
: dari rumah, eh dari mana kamu tahu semua no
telp
telp
saya ?
saya ?
O
O
: Oh, kami terhubung ke database pusat pak
: Oh, kami terhubung ke database pusat pak
K
K
: apakah saya bisa memesan Seafood Pizza ?
: apakah saya bisa memesan Seafood Pizza ?
O
O
: Itu bukan ide yang bagus pak!
: Itu bukan ide yang bagus pak!
K
O : Dari medical record bapak, bapak memiliki tekanan darah tinggi dan kolestrol yang sudah berlebihan
K : Jadi kamu merekomendasikan apa??
O : Mungkin bapak bisa memesan Low Fat Hokkien Mee Pizza
K : Lahh … Dari mana kamu tahu kalo saya bakal suka itu??
O : Hmmm minggu lalu bapak baru meminjam buku yang
berjudul "Popular Hokkien Dishes" dari perpustakaan nasional
K : Ok terserah lah, sekalian saya pesan paket keluarga, berapa semuanya ?
O : Tapi paket keluarga kami tidak akan cukup untuk anak anda yang berjumlah 7 orang.PAK .., total keseluruhan adalah rp. 190.000
K : Bisa saya bayar dengan Kartu Kredit ?
O : Sepertinya bapak harus membayar Cash, kartu Kredit bapak telah Over Limit dan bapak punya utang di bank sebesar Rp. 5.350.000 sejak bulan Agustus lalu, itu belum termasuk denda untuk tunggakan kontrak rumah anda
O : Mungkin nggak bisa juga pak, record anda menunjukkan bahwa batas anda menarik uang di ATM telah tercapai
K : DAMN IT.... udah lah anterin aja pizzanya kesini, saya akan bayar cash disini, berapa lama Pizza diantar ?
O : sekitar 45 menit pak, tapi kalo bapak tdk bisa menunggu, bapak bisa mengambilnya sendiri dengan motor bebek bapak.
K : APA ????
O : Menurut catatan kami, anda memiliki motor bebek tahun 2015 dengan no pol B3344CD ? betul kan pak ?
K : Woi Kambing, kagak sopan banget seh buka-buka record gue, blom pernah ngerasain di tonjok ya !!
O : Hati-hati dengan ucapan bapak, apakah bapak ingat 15 mei 2010 anda pernah di penjara 3 bulan karena mengucapkan kata-kata kotor kepada seorang polisi ??
K : (Diamm,,,,....)
O : Ada yang lain pak ?
O : Betul pak, tapi menurut catatan kami anda juga mengidap DIABETES, jadi kami tidak mau mengambil resiko pak...
K : KURANG AJAAAAAAAAAAAAAAAR.... BATALIN AJA SEMUA !
O : Betul pak, tapi menurut catatan kami anda juga mengidap DIABETES, jadi kami tidak mau mengambil resiko pak...
K : KURANG AJAAAAAAAAAAAAAAAR.... BATALIN AJA SEMUA !
O : Terima kasih atas teleponnya pak, untuk komplain,