SUPPLY CHAIN MANAGEMENT (SCM)
SUPPLY CHAIN SUPPLY CHAIN MANAGEMENT MANAGEMENT (SCM) (SCM)
SUPPLY CHAIN MANAGEMENT SUPPLY CHAIN MANAGEMENT
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.
(SCM)
(SCM)
- SCM is the coordination of material, information,
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,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
SCM
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.- SCM refers to the complex network of relationships
SCM CASE STUDY
SCM CASE STUDY
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.
- SCM Integration between Amazon.com and FedEx,
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.
- Before the book was released, 350,020 copies were
- To ensure a smooth distribution process, FedEx worked
SCM CASE STUDY
SCM CASE STUDY
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,
CUSTOMER RELATIONSHIP
CUSTOMER RELATIONSHIP
MANAGEMENT MANAGEMENT (CRM) (CRM)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.
- Customer rule : If organizations are to survive, they must
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.
FACTS DRIVING CRM FACTS DRIVING CRM
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.It costs six times more to sell to a new customer
A typical dissatisfied customer will tell eight to ten
people about his or her experience. people about his or her experience.A typical dissatisfied customer will tell eight to ten
The primary reason for dissatisfaction : lack of customer service. customer service.
- The primary reason for dissatisfaction : lack of
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
CRM CRM
The goals of CRM business framework : Using existing relationship to grow the revenue
- The goals of CRM business framework :
Using 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 services
Using 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
CRM
CRM
CRM comprises 3 (three) phases : Acquiring new customers
- 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, backed by excellent service.
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) (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 bestinterest. “If you want to make money, hold onto your
interest. “If you want to make money, hold onto your
good customers”. good customers”.
CLOSING
CLOSING
When you may consider to run E-Business ? When you face the internal resistances, such as
- When you may consider to run E-Business ?
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, suchWhen 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 customers requirement, trends, etc
CLOSING CLOSING
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 competition
- E-Business is not only a tool, but an
REKAMAN
REKAMAN
PERCAKAPAN
PERCAKAPAN
TELEPON TELEPONPEMESANAN PIZZA
PEMESANAN PIZZA
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
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 : 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
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,
saran dan kritik anda bisa mengisi form online pada situs kami, username dan passwordnya tercetak pada bagian bawah kotak pizza yang anda pesan... terima kasih anda telah mengubungi Pizza Hot.... Selamat malammmmm …..
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,
saran dan kritik anda bisa mengisi form online pada situs kami, username dan passwordnya tercetak pada bagian bawah kotak pizza yang anda pesan... terima kasih anda telah mengubungi Pizza Hot.... Selamat malammmmm …