Improving Customer Satisfaction through Supply Chain Management COMPETITIVE – INNOVATIVE - DYNAMIC Departemen Administrasi Bisnis FISIP UNDIP 4 Desember 2020 Presented by : Suprapto Suwaji, SE, MM, CPSCM Vice Chairman Indonesia Logistics & Forwarders Association Jateng-DIY CUSTOMER SATISFACTION? Source : asq.org CONSUMER PRODUCTS? 台湾名品馆 冷链领航者 Consumer products 6 Last-mile delivery of urban logistics Home-delivery Service Improve the efficiency (intelligent devices and power-saving devices) of urban logistics and fulfill customers demands of time and quality. Cloud Platform Intelligent Transportation Platform Dispatching by App DC Urban Logistics Providers Scooter Delivery Tricycle Delivery Intelligent Transportation Vehicle Pick Up Tracking Change delivery time/place Confirm an Order by Voice Intelligent Transportation Model Dispatching/Routing system Real-time tracking of Delivery 7 BUSINESS? Wholesaler Importer Load/Unload Reprocessing Repackaging Distribution Manufacturer Approval D.C. Sorting Keeping Arrival Notice Ship Notice Order Notice Dedicated/Standard Delivery Inventory Management System RD&D 9 Business Context BUSINESS STRUCTURE Leadership & Strategy SOURCE Technology MAKE Investors Supply Chain Finance Channel & Customer Development Customers Brand Development Suppliers Human Resources Employees Consumers DELIVER Information Community & Society Stakeholders Global Procurement Management Business Processes Steering & Enabling Processes 10 What is Supply Chain? Supply Demand The interdependence and organisation of supply and demand, including raw product forecasting and asset investment What Makes A Supply Chain? Systems Thinking Labour Oil and alternative energy Transport Logistics Finance Business Processes Transaction Systems Supply Information Technology Procurement /Purchasing Sourcing Supply Chain Management Commercial Power Legal and Regulatory Systems People /Relationship/ Resistance to Change Strategic Asset Investment Global, Political Economy Demand Study Case Source, Make, Deliver – Sari Husada Suprapto Suwaji - 2020 14 INDUSTRI - BISNIS LOGISTIK & SUPPLY CHAIN Prospek Ekonomi Global IMF memproyeksi pertumbuhan ekonomi global turun sekitar -4,9% dan mulai naik menjadi 5,4% pada 2021. Pertumbuhan negara maju dan negara pasar berkembang masing-masing turun 8% dan 3% pada 2020. Sedangkan pada 2021 masing-masing tumbuh 4,8% dan 5,9%. Beberapa lembaga dunia memprediksi ekonomi dunia akan mengalam fase pemulihan bentuk V. Hal ini cukup baik, sehingga ekonomi Indonesia bisa tumbuh lebih tinggi tahuntahun ke depan. Size of Southeast Asia’s Ecommerce Market Re search by predicts th at Goog le and Te m a sek e co m m erc e sa les H olding s in region w ill grow fro m $ 5.5 billion in 20 15 to $ 8 8 billion in 202 5. *In b illions, U S D Sour c e: G o ogle, Tem a se k H o ldings; 2 0 16 th e SUPPLY CHAIN TERINTEGRASI Logistics Management Raw Materials Storage Production Warehousing Markets Figure 1-1: Logistics Chain Pg 22 End to end logistic Sumber: Data diolah dari berbagai sumber ASOSIASI LOGISTIK DAN FORWARDER INDONESIA INDONESIAN LOGISTICS AND FORWARDERS ASSOCIATION Pernahkah menghadapi situasi berikut ? Mesin mati lagi. Kami butuh spare part sekarang juga !! Kualitas bhan baku buruk … tugas kami bukan tukang sortir !! Lagi-lagi kemasan tidak dikirim. Produksi terhenti selama 5 jam !! Gudang penuh dengan barang jadi ! Ini akibat transporter molor !! Harga barang selalu naik. Budget meningkat tajam !! Tidak menerima pembayaran dalam 3 bulan terakhir … ini sudah mengganggu cash flow !! 24 Data : facilitates strategic planning Strategic sourcing total cost relationship WORLD CLASS Data : facilitates sourcing & pricing Develop suppliers cost, quality & timeliness Data : used to expedite React to requisitions purchase price PROACTIVE MECHANICAL Data : not available CLERICAL Confirm action of others convenience The progression of World Class Procurement Management 25 Businesses need to adapt to technology Customers want to shop… A ny time, A n y w h ere, A ny h o w a n d from A ny dev ic e Businesses need to… Sell Anytime, A nywhere , a n d o n A ny device. F u lfill fro m A ny where , a n d h a n d l e return s Any whe re Mail to : [email protected] Call : 0811297952 WA : 0895 1589 9644 “Coming together is a beginning, Keeping together is progress, working together is success “ THANK YOU… (Henry Ford) 28
