e. salomo logistics customer services

LOGISTICS CUSTOMERS SERVICE AND RISKS

Emilia Salomo

CONTENT

• Definition of Logistics customers service • Globalizations and risk triggers• Current service levels• Risks within the supply chain• Identify critical success factors• Benchmarking for future

Customer services- is a process for providing significant value added benefits to the supply chain in a cost effective way

Pre-transaction services

Transaction services

Post transaction services

Logistics customer services

Customer value = Quality x Service

Cost x Time(Johansson et al., 1993)

SUPPLY CHAIN MANAGEMENT AND CUSTOMERS SERVICE

Trends towards Globalizations

Efficient and integration of logistics services(SCM)

Core of global

competitive power Benchmark

service offering

against world standards

Development of ICT

Reshaping the world’s trading patterns

*consequently physical trade flows and Increased competition

IMPLICATION OF GLOBALIZATION

Increased volatility of customers’ demands and commodity prices

Increasingly complex patterns of customer demand Increasing consumer expectations about customer

service/product quality Increasing cost pressure in logistics/transportation Increase pressure from global competition Geopolitical instability Increase environmental concerns Growing exposure to differing regulatory requirements Increasing global markets for labor and talent Increasing financial volatility

RISKS TRIGGERS

Nam

ibia

n s

tate

of

log

isti

cs p

roje

ct-

NG

IL

FINDINGS OF THE CSMA 2014 CONFERENCE PAPERCUSTOMER SERVICE IN THE NAMIBIAN LOGISTICS INDUSTRY:

BENCHMARKING FOR THE FUTURE

• Namibian Logistics industry is highly depended on SA• General “push” of inventory from the R.S.A. rather than

a “pull” from Namibia• Low service level expectations

FINDINGS OF THE CSMA 2014 CONFERENCE PAPER

Conclusion

If local standards are lower than international ones, will the LSP’s be able to meet global expectations if and when the opportunity arises

CURRENT SERVICE LEVELS

LCS RISKS WITHIN SCM

CRITICAL SUCCESS FACTORS

Timeliness: flexible solutionsAttitude: Attitude is everything. Empathy: Always treat others how we ourselves would like to be treated.Ownership: Take responsibility for the situation. Active Listening: Listen first, act secondExpertise: Knowledge is powerDependabilityFollow up: Bonus

B, Hogg (2010)

OUR ROLE- WE ALL IN THIS TOGETHER

BENCHMARKING FOR FUTURE- CONNECTING TO COMPETE

Human Capital Corporation between states Integration- centralized service points Change of business culture and attitude Strategic partnerships Infrastructure PPP Simplified processes

CONCLUSION

New trade corridors between Asia and Africa, Asia and South America and within Asia will re-chart global supply chains. Trade volumes will shift towards emerging markets and least developed countries will take their first steps into the global marketplace.

It is vital for the Namibian’s logistics industry to deliver customers service levels corresponding to those required by international shippers and at a competitive price, to

achieve her vision 2030 objectives.

THANK YOU FOR YOUR ATTENTION

Questions/ Discussion