SUPPLY CHAIN MANAGEMENT (SCM)

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SUPPLY CHAIN

MANAGEMENT

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SUPPLY CHAIN MANAGEMENT

(SCM)



SCM is the coordination of material, information,

and financial flows between and among all the

participating enterprises in a business

transaction.

 Material flows involve physical product flowing from Material flows involve physical product flowing from

suppliers to customers through the chain, as well as

reverse material flows, such as product returns, servicing,

recycling, and disposal.

 Information flows involve demand forecasts, order Information flows involve demand forecasts, order

transmissions, and delivery status reports.

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SCM

 Financial flows involve credit card information, credit terms, Financial flows involve credit card information, credit terms,

payment schedules, and consignment and title ownership

arrangements.



SCM refers to the complex network of relationships

that organizations maintain with trading partners to

source, manufacture, and deliver products.



A successful SCM strategy is based on accurate

order processing, just in time inventory

management, and timely order fulfillment

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SCM CASE STUDY



SCM Integration between Amazon.com and FedEx,

for distributing the book of Harry Potter and the

Goblet of Fire.



Before the book was released, 350,020 copies were

pre-ordered at Amazon.com, making the title the

retailer’s largest advance order ever.



The challenge became not only getting all those

books to eager readers, but also doing so in a single

day. FedEx, in deal with Amazon, delivered 250,000

copies the next day.

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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

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CUSTOMER RELATIONSHIP

MANAGEMENT

(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

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FACTS DRIVING CRM



It costs six times more to sell to a new customer

than to sell to an existing one.



A typical dissatisfied customer will tell eight to ten

people about his or her experience.



The primary reason for dissatisfaction : lack of

customer service.



Of the 15 most cited complaints, 12 were related to

poor customer service, from busy phone lines to

unanswered email queries.

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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

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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

 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

frustration. Ex. Customers should not have to repeat

information to various departments again and again.

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CRM



CRM comprises 3 (three) phases :



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,

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CRM



Enhancing the profitability of existing

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

customer is an offer of greater convenience at low cost

(one stop shopping)

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CRM



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

value proposition to the customer is an offer of a

proactive relationship that works in his or her best

interest. “If you want to make money, hold onto your

good customers”.

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CLOSING



When you may consider to run E-Business ?



When you face the internal resistances, such as

inefficiency, too much cost spent out, willing to

improve revenue, ineffective collaboration, etc



When you’re challenged by external factors, such

as tough competition, need to create innovation,

customers requirement, trends, etc

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CLOSING



E-Business is not only a tool, but an

enabler of the new business strategy and

opportunity, to create value and gain

competitive advantage in the global tight

competition

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REKAMAN

PERCAKAPAN

TELEPON

PEMESANAN PIZZA

TAHUN 2020

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O

: terima kasih anda telah menghubungi Pizza Hot,

Apakah yang bisa saya....

K

: heloo, saya mau pesan pizza

O

: Boleh minta nomor kartu KTP anda pak

K

: tunggu, ini nih : 6102049998-45-54610

O

: Ok pak Bejo, anda tinggal di jalan hangtuah no.

16, nomor telepon rumah anda 02177726378,

kantor anda 021665872673 Hp anda

081127894022, anda menelpon dari mana ?

K

: dari rumah, eh dari mana kamu tahu semua no

telp

saya ?

O

: Oh, kami terhubung ke database pusat pak

K

: apakah saya bisa memesan Seafood Pizza ?

O

: Itu bukan ide yang bagus pak!

K

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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

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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 ?

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O : Betul pak, tapi menurut catatan kami anda juga mengidap DIABETES, jadi kami tidak mau mengambil resiko pak...

K : KURANG AJAAAAAAAAAAAAAAAR.... BATALIN AJA SEMUA !

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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,

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