Course Title: Manage suppliers

Part B: Course Detail

Teaching Period: Term2 2014

Course Code: BUSM7820C

Course Title: Manage suppliers

School: 650T TAFE Business

Campus: City Campus

Program: C5302 - Diploma of Logistics

Course Contact : Tim Wallis

Course Contact Phone: +61 3 9925 5423

Course Contact Email:timothy.wallis@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Peter Caly

peter.caly@rmit.edu.au

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

None

Course Description

This course generally applies to those who provide leadership of others required to manage suppliers in the transport and distribution industry.


National Codes, Titles, Elements and Performance Criteria

National Element Code & Title:

TLIR5014A Manage suppliers

Element:

1 Assess suppliers and build productive relationship

Performance Criteria:

1.1 Criteria to enable an effective evaluation of supplier services are developed and documented
1.2 Existing suppliers are assessed against criteria
1.3 Availability and suitability of alternate suppliers who can meet the service support requirements within legislative requirements are identified
1.4 Terms and conditions of suppliers to achieve service requirements are established and communicated
1.5 Cooperative relationships are developed with supplier according to organisational policies and procedures

Element:

2 Evaluate delivery of goods and/or services against agreements

Performance Criteria:

2.1 The quality of goods and services supplied is assessed against criteria
2.2 Non-compliance is identified, documented and corrective action is implemented within the terms of contractual arrangements
2.3 Contingency plans are developed in the event of supplier failure to deliver
2.4 Relationships with suppliers are managed to support effective delivery

Element:

3 Negotiate arrangements with suppliers

Performance Criteria:

3.1 Arrangements with suppliers are negotiated and implemented according to organisational policies and procedures
3.2 Market factors that may affect the supply of goods and services are identified and communicated to relevant personnel
3.3 Immediate corrective action is taken in consultation with the supplier where potential or actual problems are indicated

Element:

4 Resolve disagreements with suppliers

Performance Criteria:

4.1 Disagreements with suppliers are investigated to identify validity and causes
4.2 Disagreements are negotiated and resolved
4.3 Amendments to agreements as a consequence of the resolution of disagreements are documented
4.4 Approval is sought and obtained for amendments
4.5 Approved amendments are communicated to suppliers and relevant personnel

Element:

5 Review performance of suppliers

Performance Criteria:

5.1 Suppliers are continuously reviewed in regard to quality, profitability, service, delivery status and other relevant performance indicators
5.2 Supplier performance is evaluated against the requirements of purchasing agreements
5.3 Suppliers are informed of evaluation outcomes as required
5.4 Recommendations about future use of suppliers are made to relevant personnel


Learning Outcomes


This course delivers the skills and knowledge required to manage suppliers. It includes assessing suppliers and building a productive relationship with them; evaluating delivery of goods/services; negotiating arrangements and resolving disagreements with suppliers; and reviewing supplier performance. Licensing, legislative, regulatory or certification requirements are applicable to this unit.


Details of Learning Activities

A range of learning activities are planned for this course including self-paced and collaborative classroom based activities.
 

The self-paced activities will be delivered through various technology platforms and include your contribution to tutorial activities and interactive sessions.
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

 

WeekWeek CommencingTopics
17 July (1) Course Induction
• Course delivery and assessment details
• Course support documents
• Online learning environment
• Grading
• Plagiarism
• Appeals
• Extensions
• Feedback
• Privacy
• Submission requirements
• Resubmission policy
• Where to get support
• Student responsibilities
(2) Pre-Training Review
• Includes skills analysis and Recognition of Prior Learning and Credit Transfers
(3) Introduction to the course
 
214 July Managing Customer Service
321 July

 Understanding What Motivates People

428 July

 Continuous Improvement for Customer Service

54 Aug Levels of customer service
611 Aug

 Customer feedback

718 Aug

 Managing Suppliers

825 Aug Quality Assurance Procedures
 Mid Semester Break 
98 Sep Assessing Potential Suppliers and Building Productive Relationships.
 1015 Sep Service Level Agreements
1122 Sep Negotiating Arrangements with Suppliers
1229 Sep Resolving Disagreements with Suppliers ( Presentations )
136 Oct

 Reviewing  Performance of Suppliers

1413 Oct Ending supplier contracts
1520 Oct Revision and Review
1627 Oct Resits and Resubmissions

This course is codelivered and coassessed with BUSM 7821c Manage customer service 

 


Learning Resources

Prescribed Texts


References


Other Resources

N/A


Overview of Assessment

Students must demonstrate an understanding of all elements of a particular competency to be deemed competent. Assessment methods have been designed to measure achievement of each competency in a flexible manner over a range of assessment tasks.

Assessment will incorporate a variety of methods including assignments, journals, presentation and written or test. Students are advised that they are likely to be asked to personally demonstrate their assessment work to their teacher to ensure that the relevant competency standards are being met.
 


Assessment Tasks

Students are required to complete 3 tasks. You must successfully complete all 3 tasks to be deemed competent in this unit.

This course is codelivered and coassessed with BUSM 7821c Manage customer service
 

Assessment Task 1 – Customer Service Management Report
Date handed out: Week 1
Date and time due: Week 9
Group or Individual: This is a group assignment for no more than 3 persons

Purpose:
Understanding the requirements of your customers and planning to meet these is crucial to the success of any organisation. Without customers you don’t have a business. However, everyone can easily cite numerous examples of very bad customer service and while most companies think they have good customer service sometimes the reality is very different.

Requirements:
In this assessment task you will be required to investigate the customer service system in an organisation as agreed by you and your instructor. You need to explain its key features and explore strategies for monitoring and continuously improving customer service.

Assessment Task 2 – Presentations – The Customer / Supplier Intersection
Date handed out: Week 1
Date and time due: Week 12
Group or Individual: This is a group assignment for no more than 3 persons.

Purpose:
In all transactions – there is both a customer and a supplier – when you are one – you need to consider the position of the other. This presentation will allow you to examine the intersection between customers and suppliers – and how conflicts between the two should be resolved.

Requirements:
In groups of 3, you are required to complete a 10 minute presentation on the intersection between customer service, and supplier management.

Assessment Task 3 – Supplier Management Portfolio
Date handed out: Week 1
Date and time due: Week 14
Group or Individual: This assignment is to be completed individually

Purpose:
In the T&L industry much of the supply chain relies on having good suppliers who meet deadlines and provide the appropriate products as requested. Because this is such an important part of the supply chain it is incumbent on managers in the industry to build excellent relationships with these suppliers and to have strict procedures in place to ensure quality services. In order for you to be able to build those relationships and have the appropriate documentation in order you will require a set of tools to assist you.

Requirements:
For this unit you will need to create a portfolio of tools that can assist you in effectively managing suppliers. Completion of this task has been broken down into 3 sections so that you build your portfolio of documents as you progress through the unit.


 


Assessment Matrix

Marking Guide (competency):
Vocational Education and Training (VET) is based on current industry needs and the focus on preparing you for the workplace. Because VET courses are informed by practical application of knowledge and skills, they are based on a system known as ‘competency based training’ (CBT). So when you are assessed in VET it is about whether you are competent to do the job, as well as having a firm grasp on the knowledge and skills required to do that job, as opposed to traditional curriculum based education settings that are often based on knowledge retention.

You need to demonstrate you are competent in each element of the unit of competency you are studying.

You will receive feedback on each assessment task that will inform you whether you are competent or not and how well you are performing. Once competent in all elements of the unit you receive a competency grading.

Please refer to the Final Grades table below.

Marking Guide (Grading)
After achieving competency we then grade your performance in the unit; this gives you the opportunity to have the level of your performance formally recognized against industry standards and employability skills.


Final Grades table:

CHD Competent with High Distinction
CDI Competent with Distinction
CC Competent with Credit
CAG Competency Achieved – Graded
NYC Not Yet Competent
DNS Did Not Submit for assessment

Further information regarding the application of the grading criteria will be provided by your teacher.
 

Other Information

Submission requirements:
You are required to meet the following criteria for all assessments. Failure to do so may result in you being deemed not-yet-competent:

• Submit all assessment tasks online through blackboard, and include the RMIT e-submission declaration (see below).
• Ensure that you submit assessments on or before the due date.
• Retain a copy of your assessment tasks.


Electronic Submission
When submitting work online, you need to include the cover sheet supplied by your teacher. This includes the following declaration:

RMIT Electronic Submission of work for assessment
I declare that in submitting all work for this assessment I have read, understood and agree to the content and expectations of the assessment declaration.
(URL: http://www.rmit.edu.au/students/assessment/declaration)


Resubmissions:
If you are found to be Not Yet Competent (NYC) in an Assessment Task you will be allowed one resubmission to demonstrate competence. Your teacher will provide feedback regarding what you need to do to improve and will set a new deadline for the resubmission. The highest grade you will receive if your resubmission is successful is “CAG”.

Late Submissions
Students are required to submit assessment items and/or ensure performance based assessment is completed by the due dates. If a student is to be prevented from submitting an assessment item on time, by circumstances outside their control, they may apply in advance to the teacher for an extension to the due date of up to seven calendar days. To be eligible for an extension, you must lodge the extension form availabile at the following link with your teacher: http://www.rmit.edu.au/students/assessment/extension

Where an extension of greater than seven days is needed, the student 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 on special consideration and how to apply can be found here: http://www.rmit.edu.au/students/specialconsideration

Final Date for All Assessments
No assessment tasks or resubmissions will be accepted after 5pm Friday, week 16.

Adjustments to Assessment
In certain circumstances students may be eligible for an assessment adjustment. Information on circumstances under which the assessment arrangements might be granted can be found at the following website: http://www.rmit.edu.au/students/assessment/adjustment
 

Course Overview: Access Course Overview