Course Title: Manage suppliers

Part B: Course Detail

Teaching Period: Term1 2021

Course Code: BUSM8002C

Course Title: Manage suppliers

School: 650T Vocational Business Education

Campus: City Campus

Program: C5399 - Diploma of Logistics

Course Contact: Sam Menai

Course Contact Phone: +61 3 9925 8805

Course Contact Email:

Name and Contact Details of All Other Relevant Staff

Wayne Beasy



Nominal Hours: 60

Regardless of the mode of delivery, represent a guide to the relative teaching time and student effort required to successfully achieve a particular competency/module. This may include not only scheduled classes or workplace visits but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.

Pre-requisites and Co-requisites


Course Description

This unit involves the skills and knowledge required to manage suppliers in various contexts within the transport and logistics industry.

It includes assessing and building productive relationships with suppliers, and evaluating the delivery of goods/services against agreements. It also includes negotiating arrangements, resolving disagreements with suppliers and reviewing supplier performance.

The unit generally applies to those who lead individuals or teams.

No licensing, legislative or certification requirements apply to this unit at the time of publication.

National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

TLIR5014 Manage suppliers


1 Assess suppliers and build productive relationships

Performance Criteria:


 Criteria to effectively evaluate supplier services are developed and documented


 Existing suppliers are assessed against criteria


 Availability and suitability of alternate suppliers who can meet the service support requirements within legislative requirements are identified


 Terms and conditions of suppliers to achieve service requirements are established and communicated


 Cooperative relationships are developed with suppliers in accordance with organisational policies and procedures


2 Evaluate delivery of goods and/or services against agreements

Performance Criteria:


 Quality of goods and services supplied is assessed against criteria


 Non-compliance is identified, documented and corrective action is implemented within the terms of contractual arrangements


 Contingency plans are developed should suppliers fail to deliver


 Relationships with suppliers are managed to support effective delivery


3 Negotiate arrangements with suppliers

Performance Criteria:


 Arrangements with suppliers are negotiated and implemented in accordance with organisational policies and procedures


 Market factors that may affect the supply of goods and services are identified and communicated to relevant personnel


 Immediate corrective action is taken in consultation with suppliers where potential or actual problems are indicated


4 Resolve disagreements with suppliers

Performance Criteria:


 Disagreements with suppliers are investigated to identify validity and causes


 Disagreements are negotiated and resolved


 Amendments to agreements, as a consequence of the resolution of disagreements, are documented


 Approval is sought and obtained for amendments


Approved amendments are communicated to suppliers and relevant personnel


5 Review performance of suppliers

Performance Criteria:


 Suppliers are continuously reviewed for quality, profitability, service, delivery status and other relevant performance indicators


 Supplier performance is evaluated against purchasing agreement requirements


 Suppliers are informed of evaluation outcomes as required


 Recommendations about future use of suppliers are made to relevant personnel


 Suppliers are deleted from supplier shortlist according to criteria

Learning Outcomes

This course is structured to provide students with the optimum learning experience in order to demonstrate the skills and knowledge required to manage suppliers in various contexts within the transport and logistics industry.

Details of Learning Activities

The collaborative classroom based activities will include group discussion, group problem solving activities and opportunities to practice your skills in a simulated/real workplace environment.   We expect you to participate and contribute in all scheduled learning activities.

Teaching Schedule

The nominal hours associated with this are a guide only and represent the total teaching time and student effort required to successfully complete this course. This may include not only scheduled classes but also the amount of effort required to undertake, evaluate and complete all assessment requirements, including any non-classroom activities.   This course is co-delivered and co-assessed with BUSM8001C Manage Customer Service and OMGT5038C Apply Knowledge of Logistics   


Semester 1 - 2021


Week Beginning


Learning Materials and Activities

Assessment Remarks

1  8 Feb 2021 Introduction to Manage Customer Service, Suppliers and Apply Knowledge of Logistics This week we will cover course requirements and support documents / resources. Including:
  • Course Canvas access
  • Accuracy of enrolment
  • Assessment requirements
  • Plagiarism / Appeals
  • Extensions / Resubmissions
  • Feedback in this course
  • Getting support

We introduce the topic of manage customer service, suppliers and apply knowledge of logistics and how this fits into the Diploma of Logistics.

Post in week 1 discussion board

  • Summary of why managing customer service and suppliers is important in the supply chain.
Profile a customer and analyse a customer’s expectations.
2 15 Feb 2021 2020 Introduction to logistics

This week we will explore the topic of logistics. We discuss logistic structures, providers, services, transport and logistics networks. 

ACTIVITY – Week 2 
In class activities will be conducted via the Canvas discussion boards. 

3 22 Feb 2021 Legislation & regulations in the logistics industry 

This week we will discuss legislations that apply to logistics, implementation & management of logistics, logistics industry authorities & regulators and  application of international standards.

ACTIVITY – Week 3 
In class activities will be conducted via the Canvas discussion boards. 

4 1 March 2021 Policies & procedures, monitoring & reporting in the logistics industry 

This week we will overview; Systems applied to the logistics industry, system capabilities & differences, planning, monitoring & evaluating systems available and continuous improvement application with policies, procedures & systems. 

ACTIVITY – Week 4 
This week will include the final review of assessment requirements and support for students with needs. 

5 8 March 2021  Managing Customer Service

This week we explore the topic of customer service. We distinguish the difference between internal and external customers/stakeholders, quality chains, the relationship between customer needs, preferences and satisfaction.
We also apply the table of customer expectations to assess and decide on product feasibility.

Post in week 2 discussion board

  • Customers and their expectations?
  • What are the drivers of their behaviour?
  • What is a Need vs Want?
  • Is the customer, always right?
  • Internal vs. External customers
Discuss a local business and their customer service
6 15 March 2021 Understanding What Motivates People and investigate supplier relationships

This week we will be discussing what motivates people and customer needs. We also investigate how to create & manage supplier relationships.

Post in week 3 discussion board your summary of bad customer service videos & the Australian consumer law Additional class activities will be conducted via the Canvas discussion board on customer expectations. Readings: know your customers handbook.

 Prepare for Assessment Task 1 Class activity
7 22 March 2021 Continuous Improvement for Customer Service

This week we research how to meet internal and external customer requirements and continuously improve customer service through quality, time, costs and monitoring activities.

Post in discussion board

  • Review ISO14000. How these standards apply to RMIT? Give examples for each major standard
What is meant by the term supply management?
8 29 March 2021 Supply Chain Management

This week we explore what is meant by supply management and quality assurance. We explore a variety of strategies to successfully manage suppliers.

Group Activity - Case study on cellular technology coming to market in 4 months

  • Discuss in groups whether your company is going to stock the new phone as a major retailer in the sector. Students to develop a list of activities to launch, needs, & strategic plan
Readings: Page 8&9 know your customers workbook
Assessment 1 Due

Mid-semester break  (1 April - 7 April 2021)

9 12 April 2021 Managing Suppliers

This week we will be discussing the processes involved in managing suppliers and the impact that suppliers and supplier relationships have on our businesses and our capability to service the requirements of our customers. We explore how to select appropriate suppliers and preparing prospective supplier lists. 

Group Activity: In groups of four research and recommend to the class at least 3 suppliers for coffee, sugar and milk in Australia.

10 19 April 2021 Organisational Policies and Strategies for managing suppliers
This week we investigate organisational policies and procedures and benefits of having workplace policies and key legislation.
We continue to discuss managing suppliers and strategies. 

ACTIVITY – Week 10
Post in week 7 Discussion board
  • How are arrangements with suppliers negotiated and implemented according to organisational policies and procedures?
  • How are the markets factors that may affect the supply of goods and services identified and communicated to relevant personnel?
11 26 April 2021 Service Level Agreements VS. Key Performance Indicators

This week we discuss the differences between service level agreements (SLA’s) & key performance indicators (KPI’s)

ACTIVITY – Week 11
Role play - divide into two groups: suppliers and importers for a hat product. Students to develop negotiation skills and project management skills

Prepare for Assessment
Task 2

12 3 May 2021 Introduction to Negotiation with suppliers.
This week we explore the process of negotiating with suppliers. We will overview: price, supplier checks and developing supplier contracts. 

ACTIVITY – Week 12
Post in week 9 Discussion board
  • Where does the starting point for any negotiation begin?
  • Describe ways to build rapport with suppliers?
13  10 May 2021 Resolving Disagreements with Suppliers

This week we continue to discuss the process of negotiating with suppliers and more specifically resolving disagreements. We explore a step by step process to resolving conflicts with suppliers.

ACTIVITY – Week 13
Post in week 10 Discussion board

  • A step by step process on how to resolve conflicts with suppliers over consistent late deliveries.
A contingency plan for unreliable suppliers
Assessment Task 2 Due this week
14 17 May 2021 Reviewing  Performance of Suppliers& Ending Contracts This week we will learn about monitoring and reviewing the performance of suppliers and how it is a key aspect of Supply Chain Operations and one that requires a range of skills, in particular relationship management.
We also explore the process of ending supplier contracts

ACTIVITY – Week 14
Post in week 11 Discussion board
  • What strategies can you put in place to manage supplier performance?
Under what conditions would a contract with a supplier be terminated?
15 24 May 2021 Assessment Task 3 in class This week will be dedicated to submission of assessment in class  Assessment Task 3 Due this week


31 May 2021

Feedback, Resit, Resubmit

Feedback and re-submission of assessments if needed



7 June 2021

Resit and Resubmit

This week will be the final week for re-submission of assessments if needed



Learning Resources

Prescribed Texts


Other Resources

Overview of Assessment

Assessment Methods

Assessment methods have been designed to measure achievement of the requirements in a flexible manner over a range of assessment tasks, for example:

  • direct questioning combined with review of portfolios of evidence and third party workplace reports of on-the-job performance by the candidate
  • review of final printed documents
  • demonstration of techniques
  • observation of presentations
  • oral or written questioning to assess knowledge of software applications

You are advised that you are likely to be asked to personally demonstrate your assessment work to your teacher to ensure that the relevant competency standards are being met.

Performance  Evidence

You will be required to provide evidence of the following skills:

  • applying relevant legislation and workplace procedures
  • communicating and working effectively with others when managing suppliers
  • completing documentation related to work activities
  • implementing contingency plans
  • modifying activities depending on operational contingencies, risk situations and environments
  • monitoring and prioritising work activities in terms of planned schedule
  • operating electronic communications equipment to required protocol
  • reading and interpreting instructions, procedures, information and signs relevant to managing suppliers
  • reporting and/or rectifying identified problems, faults or malfunctions promptly, in accordance with regulatory requirements and workplace procedures
  • sourcing, managing, evaluating and reviewing suppliers.

Knowledge Evidence

You are required to provide evidence of the following:

  • code of practice for working collaboratively with others
  • common use arrangements
  • contract performance and dispute policies and procedures
  • financial accountability requirements
  • operation of recording, reporting and statistical analysis systems and resources
  • organisational policies, procedures, plans, guidelines and code of conduct relevant to procurement and supply contracts
  • organisational procedures for monitoring the performance of suppliers
  • probity requirements and ethical issues
  • procedures for operating electronic communications equipment
  • procedures for receipt and payment of goods and services
  • procurement approval procedures
  • relevant sections of national and state/territory regulatory requirements and codes of practice related to procurement
  • requirements for completing relevant documentation
  • steps involved in planning the work activities
  • suppliers in the marketplace.


Feedback will be provided throughout the semester in class and/or online discussions. You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed. Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.

Assessment Tasks


This course features 3 assessments tasks in this clustered course.

Students are required to complete all the below. 


Assessment Task 1 –    Knowledge Assessment

Date and time due:   Week 8
Group or Individual:  This is an Individual Assessment                        


This assessment task allows you to demonstrate your knowledge required to analyse and apply knowledge of logistics in accordance with relevant organisational policy and procedures.

Assessment Task 2 –  Customer Service Management Planning

Date and time due: Week 13
Group or Individual: This assignment is to be completed individually                         


This assessment will allow you to demonstrate your ability to manage customer service as part of work undertaken in various contexts within the transport and logistics industry.


Assessment Task 3 –  Supply Management

Date and time due: Week 15
Group or Individual: This assignment is to be completed individually                         


This assessment will allow you to demonstrate your ability to manage suppliers in various contexts within the transport and logistics industry.


Assessment Matrix

The assessment matrix that maps all the assessments is available on the LMS (Canvas). 

Other Information

Submission Requirements


You should:


Ensure that you submit assessments on or before the due date.

Always retain a copy of your assessment tasks. (hard copy and soft copy)

When you submit work for assessment at RMIT University you need to use the Assessment task document that includes a

    declaration and statement of authorship.

Each page of your assessment should include footer with your name, student number, the title of the assessment, unit code and title and page numbers.

Late Submission Procedures


You are required to submit assessment items and/or ensure performance based assessment is completed by the due dates.


If you are prevented from submitting an assessment item on time, by circumstances outside your control, you may apply in advance to your teacher for an extension to the due date of up to seven calendar days.


More Information:


Where an extension of greater than seven days is needed, you must apply for Special Consideration.  Applications for special consideration must be submitted no later than two working days after the assessment task deadline or scheduled examination.


More Information:


Resubmissions (VE Programs):


If you are found to be unsuccessful in a particular Course Assessment Task (or you do not submit/attend) you will be allowed one resubmission.  Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission.


If you are still not meeting the assessment requirements you must apply to your Program Manager in writing outlining the steps you will take to demonstrate competence in your course. Your submission will be considered by the Program Team and you will be advised of the outcome as soon as possible.


Grading & re-submissions


Successful re-submissions will contribute a CAG only (Competency Achieved Grading) result to your overall grade for the course


Adjustments to Assessment


In certain circumstances students may be eligible for an assessment adjustment. For more information about the circumstances under which the assessment arrangements might be granted please access the following website:


Marking Guide (Competency):


You must demonstrate that you have all the required skills/knowledge/elements in the unit of competency you are studying.

You will receive feedback on each assessment task that will inform you about your progress and how well you are performing.


Course Overview: Access Course Overview