Course Title: Manage customer focussed supply chain

Part B: Course Detail

Teaching Period: Term2 2023

Course Code: OMGT5057C

Course Title: Manage customer focussed supply chain

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: Steven Hansen

Course Contact Phone: +61 3 9925 5705

Course Contact Email: steven.hansen@rmit.edu.au

Name and Contact Details of All Other Relevant Staff

Wayne Beasy
Email: wayne.beasy@rmit.edu.au

Nominal Hours: 40

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 of competency describes the skills and knowledge required to manage a customer focussed supply chains. It includes identifying supply chain relationships, establishing a customer service plan, ensuring customer engagement in the supply chain and reviewing customer focussed supply chain outcomes.

A customer focused supply chain aims, with the use of digital technology, to enhance the customer's overall satisfaction with the products and/or services on offer. Collaborative relationships are established up and down the supply chain with everyone linked, through technology, to the customer.

The unit is applicable to those with management or team leadership responsibilities within a supply chain.

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:	TLIX0014X Manage customer focussed supply chain
Element:	1. Identify supply chain relationships
Performance Criteria:	1.1 Stakeholders, customer relationships and the flow of information throughout the supply chain are mapped 1.2 Technology used to maintain a customer focussed supply chain is confirmed 1.3 Level of responsibility and authority to manage a customer focussed supply chain is confirmed
Element:	2. Establish customer services plan
Performance Criteria:	2.1 Customer needs and requirements are identified to determine products and services 2.2 Fulfillment model, including delivery options for customer purchases, is determined  2.3 Customer services plan, including Key Performance Indicators (KPIs), is aligned to the supply chain’s business strategy  2.4 Policies, procedures, processes and data requirements to support the customer service plan are implemented 2.5 Customer services plan and KPIs are communicated to supply chain stakeholders
Element:	3. Ensure customer engagement
Performance Criteria:	3.1 Two way real time communication is maintained with customers, using approved methods and tools 3.2 Customer support, including digital onboarding processes and procedures, is monitored 3.3 Data from customers and suppliers’ is collated and analysed, in accordance with supply chain procedures 3.4 Customer feedback and complaints, including returns, are tracked and resolved, in accordance with customer service policies and procedures 3.5 Supply planning and demand forecasting is monitored using approved methods and tools
Element:	4. Review customer focussed supply chain outcomes
Performance Criteria:	4.1 Customer service plan and KPIs are reviewed, in consultation with supply chain stakeholders 4.2 Report on customer focussed supply chain outcomes is prepared and presented to approved stakeholders 4.3 Continuous improvement actions that support a customer focussed supply chain are documented

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 TLIR5014 - Manage Suppliers - 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

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	·
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	·
Mid Semester Break 7 – 16 April
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	Assessment 1 - Due
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 2 - 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 3 - 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 - Knowledge Test

Due:  Week 12

Purpose

This short-answer assessment task is one (1) of three (3) assessment tasks you need to complete satisfactorily, 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.

What

• You must satisfactorily answer all 20 questions (all parts of each question if multiple)
• You should answer all questions in the spaces provided, using full sentences, word count and dot points when specified
• All work must be your own.

 

 

Assessment Task 2 - Live Simulated Meeting 

Due: Week 13

Purpose

This assessment is designed to assess the skills and knowledge to assess existing sustainability and ethical policies to implement change in line with market demands, business sustainability and potential compliance requirements.

What 

You are to choose a company/organisation and a department of the company/organisation on which to base assessment 2 and 3 on. You should choose a company that either you have experience with or are familiar with and can obtain research data. Their customers and suppliers may also be domestic of global. If you do not have a company choice you can work with your assessor/teacher to look at options.

 This assessment

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

 

Assessment Task 3 - Supply Chain Customer and Supplier Portfolio

Due:   Week 15

Purpose

This assessment task is the third (3rd) of three (3) assessment tasks you need to complete satisfactorily, in order to be deemed competent for this cluster of two (2) units. This assessment is designed to assess the knowledge required for TLIX0014X Manage customer focussed supply chain and TLIR5014 Manage suppliers.

 What

 This assessment has 3 parts.

 Part A  - Preparation of your Portfolio of Evidence

Once you have completed the meetings in assessment 2, complete all sections in your ‘Portfolio of Evidence’ document relating to details you obtained in your meetings.  Refer also to Part C.

 Part B

• Meeting 3:  you will meet with your fellow board members to review your suppliers performance and your customer supply chain outcomes

 

 Part C  Portfolio Completion

• You are required to develop a portfolio of evidence which contains practices and tasks required to manage a customer focussed supply chain and manage suppliers.  This will be based on your chosen company/organisation and a department of the company/organisation. You should choose a company that either you have experience with or are familiar with and can obtain research data. Their customers and suppliers may also be domestic of global. If you do not have a company choice you can work with your assessor/teacher to look at options. 

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