Course Title: Manage suppliers

Part B: Course Detail

Teaching Period: Term1 2024

Course Code: BUSM8002C

Course Title: Manage suppliers

Important Information:

Please note that this course may have compulsory in-person attendance requirements for some teaching activities.

To participate in any RMIT course in-person activities or assessment, you will need to comply with RMIT vaccination requirements which are applicable during the duration of the course. This RMIT requirement includes being vaccinated against COVID-19 or holding a valid medical exemption.

Please read this RMIT Enrolment Procedure as it has important information regarding COVID vaccination and your study at RMIT: https://policies.rmit.edu.au/document/view.php?id=209.

Please read the Student website for additional requirements of in-person attendance: https://www.rmit.edu.au/covid/coming-to-campus

Please check your Canvas course shell closer to when the course starts to see if this course requires mandatory in-person attendance. The delivery method of the course might have to change quickly in response to changes in the local state/national directive regarding in-person course attendance.

School: 525T Business & Enterprise

Campus: City Campus

Program: C5420 - Diploma of Logistics

Course Contact: Jeremy Glover

Course Contact Phone: +61 3 9925 1485

Course Contact Email: jeremy.glover@rmit.edu.au


Name and Contact Details of All Other Relevant Staff

Wayne Beasy

Email:  wayne.beasy@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 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

Element:

1. Assess suppliers and build productive relationships

Performance Criteria:

1.1

Criteria to effectively evaluate 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 suppliers in accordance with organisational policies and procedures

Element:

2. Evaluate delivery of goods and/or services against agreements

Performance Criteria:

2.1

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 should suppliers fail 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 in accordance with 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 suppliers 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 for quality, profitability, service, delivery status and other relevant performance indicators

5.2

Supplier performance is evaluated against purchasing agreement requirements

5.3

Suppliers are informed of evaluation outcomes as required

5.4

Recommendations about future use of suppliers are made to relevant personnel

5.5

Suppliers are deleted from supplier shortlist according to criteria


Learning Outcomes


On successful completion of this course you will have developed and applied the skills and knowledge required to demonstrate competency in the above elements.


Details of Learning Activities

This unit will be co-delivered and co-assessed with TLIX0014X - Manage customer focussed supply chain - as a cluster is entitled "Manage Customers and Suppliers in a Supply Chain".

The delivery of this cluster will be face to face on-campus. 

The activities will include some elements of lecture style, some research-based and self directed learning. There will be a large part of the activities incorporating simulated business meetings, in class.

The emphasis will be mainly on interactive learning.


Teaching Schedule

Teaching / Class Schedule

Semester 1  -  2024

Course Cluster:  Manage Customers and Suppliers in a Supply Chain

Week / Topic

Topic details

Resources/Activities

Assessment

WEEK 1

 

Main Topic 

Cluster Introduction

Introduction to this cluster which consists of two (2) units from the National Qualification
“Diploma of Logistics”

 

•  Back to basics

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 and  suppliers in a supply chain and and how these fits into the Diploma of Logistics.


Definitions.
- The role and importance of customers and suppliers in the supply chain.

ACTIVITY – Week 1
Portfolio set up and structures to assist with learnings and assessment preparations.

  

WEEK 2

 

Main Topic 

Identify & Assess supply chain relationships

•  Cluster Assessments – Overview

•  Who are customers & suppliers in the supply chain/logistics sector?
•  Identifying customers/suppliers
•  Customer/Supplier needs

•  Level of responsibility and authority to manage a customer focussed supply chain is confirmed

•  Fulfillment model, including delivery options for customer purchases, is determined  

     

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.

ACTIVITY – Week 2 
In class activities will be conducted via the Canvas discussion boards & classroom groups

A supply chain building & mapping activity will be conducted each week in class to assist with providing an overall clear vision of this course concepts.

·          

WEEK 3

 

Main Topic

Identify & Assess supply chain relationships 
(Part 2)

•  Existing suppliers are assessed against criteria
•  Availability and suitability of alternate suppliers who can meet the service support requirements within legislative requirements are identified
•  Cooperative relationships are developed with suppliers in accordance with organisational policies and procedures
•  Relationships with suppliers are managed to support effective delivery

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


ACTIVITY – Week 3 
In class activities will be conducted via the Canvas discussion boards & classroom groups

·          

WEEK 4

 

Main Topic

Information Systems & Technology in the Supply Chain 

•  Transport & logistics management systems
•  Information systems
•  Transaction systems
•  Management control
•  Planning & analysing

•  Two way real time communication is maintained with customers, using approved methods and tools
•  Supply planning and demand forecasting is monitored using approved methods and tools

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 
In class activities will be conducted via the Canvas discussion boards & classroom groups

·          

WEEK 5

 

Main Topic

Regulations & Legislation

 

 


Compliance

 

•  Regulations & Legislation
- why?
- logistics
- customer service

Planning, policies & procedures
•  Policies & Procedures
- Back to basics
Policies, procedures, processes and data requirements to support the customer service plan are implemented

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

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

Also, investigate organisational policies and procedures and benefits of having workplace policies and key legislation.
We continue to discuss managing suppliers and strategies. 

ACTIVITY – Week 5 
In class activities will be conducted via the Canvas discussion boards & classroom groups

·          

WEEK 6

 

Main Topic

Establish & Evaluate customer & goods service agreements & plans

•  Setting goals 
•  Planning
•  Monitoring & evaluation techniques 
•  Market factors that may affect the supply of goods and services are identified and communicated to relevant personnel
•  Contingency plans are developed should suppliers fail to deliver
•  Customer services plan, including Key Performance Indicators (KPIs), is aligned to the supply chain’s business strategy

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. 

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

ACTIVITY – Week 6 
In class activities will be conducted via the Canvas discussion boards & classroom groups

·          

WEEK 7

 

Main Topic

Establish & Evaluate customer & goods service agreements & plans
(Part 2)

•  Customer services plan and KPIs are communicated to supply chain stakeholders
•  Customer support, including digital onboarding processes and procedures, is monitored
•  Data from customers and suppliers’ is collated and analysed, in accordance with supply chain procedures
•  Criteria to effectively evaluate supplier services are developed and documented
•  Terms and conditions of suppliers to achieve service requirements are established and communicated

This week we will be discussing the importance of evaluation, communication and the understanding of terms and conditions.

 


ACTIVITY – Week 7 
In class activities will be conducted via the Canvas discussion boards & classroom groups

·          

Mid Semester Break  29th March - 5th April  (Inclusive)

WEEK 8

 

Main Topic

Continuous Improvement

•  Continuous improvement
-  Identification
- Evaluation
- Structure & techniques

•  Continuous improvement actions that support a customer focussed supply chain are documented

     

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

ACTIVITY – Week 8 
In class activities will be conducted via the Canvas discussion boards & classroom groups

·          

WEEK 9

 

Main Topic

Evaluate delivery of goods and/or services against agreements

•  Quality Assurance
- What is QA?
- Procedures
•  Quality of goods and services supplied is assessed against criteria

This week we will be discussing quality assurance with systems, service and products.

Review ISO14000. How these standards apply to business.

 Give examples for each major standard
What is meant by the term supply management?

ACTIVITY – Week 9 
In class activities will be conducted via the Canvas discussion boards & classroom groups

·          

WEEK 10

 

Main Topic

Negotiate Arrangements & Customer Engagement.

•  Negotiation & Formal Arrangements – Back to basics
- SLA’s
•  Contracts
- Back to basics (Definition)
- Why?
- Terms & conditions

How are arrangements with suppliers negotiated and implemented according to organisational policies and procedures?

We also explore the process of ending supplier contracts

ACTIVITY – 10
In class activities will be conducted via the Canvas discussion boards & classroom groups
This week we will be discussing negotiation methods and techniques and implementation.

·          

WEEK 11

 

Main Topic

Negotiate Arrangements & Customer Engagement. 
(Part 2)

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

 

 

This week we will be discussing negotiation methods and techniques and implementation.

 

ACTIVITY – Week 11

In class activities will be conducted via the Canvas discussion boards & classroom groups

·          

WEEK 12

 

Main Topic

Resolving Conflict & Disagreements

•  Conflicts vs Disagreements
- Back to basics
- Identification
- Importance & impacts

•  Resolution
- Options
- Techniques 

This week we will be discussing the difference between conflict and disagreements in business, methods and techniques.


ACTIVITY – Week 12 
In class activities will be conducted via the Canvas discussion boards & classroom groups

  

WEEK 13

 

Main Topic

Resolving Conflict & Disagreements (Part 2)

•  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

This week we will continue to discuss conflicts and disagreement with a view of re-negotiations of resolutions.

ACTIVITY – Week 13 
In class activities will be conducted via the Canvas discussion boards & classroom groups

Assessment 1 - Due

WEEK 14

 

Main Topic

Performance

•  Customer feedback and complaints, including returns, are tracked and resolved, in accordance with customer service policies and procedures

•  Setting goals, expectations & agreements
•  Service Level Agreements VS. Key Performance Indicators

•  Reviewing  Performance of Suppliers& Ending Contracts

•  Customer service plan and KPIs are reviewed, in consultation with supply chain stakeholders
•  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 

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

Also, 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.

 

 


ACTIVITY – Week 14 
In class activities will be conducted via the Canvas discussion boards & classroom groups

  

WEEK 15

 

Main Topic

Reporting

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

•  Report on customer focussed supply chain outcomes is prepared and presented to approved stakeholders 
•  Recommendations about future use of suppliers are made to relevant personnel
•  Suppliers are deleted from supplier shortlist according to criteria

This week will be discussing the importance of reporting and record keeping.


ACTIVITY – Week 15 
In class activities will be conducted via the Canvas discussion boards & classroom groups

Assessment 2 - Due

WEEK 16

•  Feedback, Resit, Resubmit

This week will be discussing the importance of reporting and record keeping.


ACTIVITY – Week 15 
In class activities will be conducted via the Canvas discussion boards & classroom groups

 

WEEK 17

•  Resit and Resubmit

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

  

 


Learning Resources

Prescribed Texts


References


Other Resources


Overview of Assessment

Assessment for this course is ongoing throughout the semester. Your knowledge and understanding of course content is assessed through participation in class exercises, oral/written presentations and through the application of learned skills and insights. Full assessment briefs will be provided and can be found on CANVAS.


Assessment Tasks

Assessment Task 1 - Live Simulated Meetings and Knowledge Test

Due:  Week 13

 

Summary and Purpose of Assessment

This course cluster/units assessment is made up of two (2) main assessments which include more than one task each. All tasks in both assessment 1 and 2 must be successfully completed in order to be deemed competent for this cluster of two (2) units.

This assessment task allows you to demonstrate your knowledge required to manage suppliers and customers in the supply chain in accordance with relevant organisational policy and procedures and is also designed to assess the skills and knowledge to assess and build productive relationships with suppliers, evaluate the delivery of goods/services against agreements, negotiate arrangements, resolve disagreements with suppliers and review supplier performance.

What

Part A  - Knowledge Test

You have a knowledge test made up of 10 questions.
You must satisfactorily answer all 10 questions (Note: some questions may require more than one piece of information - ALL parts of each question, if multiple, need to completed/answered.

Part B  -  Simulated Meetings (x2)

In this assessment part, you are required to participate in two (2) simulated live meetings. (Note: the second meeting has 2 parts).

 

 

Assessment 2  -  Knowledge Test & Supply Chain Customer and Supplier Assessment Workbook 

Due :  Week 15

 

Summary and Purpose of Assessment

This is the second assessment for this cluster of units (2).

All tasks (in both assessments) must be successfully completed in order to be deemed competent for this cluster of two (2) units. This assessment is designed to assess the skills and knowledge required for TLIX0014X Manage customer focussed supply chain and TLIR5014 Manage suppliers.

 What

This assessment is made up of three (3) main assessment tasks (Part A, B & C). 

Part A  -  Knowledge Test

Part B  -  Simulated Meeting

Part C  -  Completion of your Supply Chain Customer and Supplier Assessment Workbook 


Assessment Matrix

This course is a cluster of the following two (2) individual units within the Diploma of Logitics - TLI50221.

These 2 courses will be co-delivered and co-assessed, all three (3) assessments must be completed successfully to deem these two units satisfactory.

Cluster title: Manage Customers and Suppliers in a Supply Chain

Units: TLIX0014X - Monitor customer focused supply chain and TLIR5014 - Manage suppliers

 

The assessment matrix for competency based training is non-graded.

The following matrix will apply.

* Satisfactory
* Not Yet Satisfactory (NYC)
* Did Not Submit (DNS)

Course Overview: Access Course Overview