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 best

interest. “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, 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 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 TELEPON

PEMESANAN 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 …