This PPT is related to the Service Operation Management for PGDM student who has their specialisation in operations. PPT have ample of knowledge that how SOM concept applied in entry level job in any Logistics company.
2. I get campus selection and placed in Avighna Logistics. Where I get a designation
of Assistant Fleet Manager. This company is situated in Chhattisgarh who provide
Logistics services to the clients like Shri Bajrang Power & Ispat Ltd. (Steel
Manufacturing Company) & courier services.
Logistics is the part of supply chain management. It is the process of planning,
implementing and controlling the efficient, effective flow and storage of goods,
services and related information from the origin point to the consumption point for
the purpose of conforming to customer requirements.
3. Fundamentally Service Operation in Logistics is concerned
with ensuring the availability of :
the RIGHT product,
in the RIGHT quantity and
RIGHT condition,
at the RIGHT place,
at the RIGHT time,
for the RIGHT customer,
at the RIGHT costs.
4. Traffic and transportation,
Warehousing and storage,
Industrial packaging,
Materials handling,
Inventory control,
Order processing,
Procurement,
Distribution communications,
Return goods handling,
Customer service support,
Scrap disposal
5. Degree of interaction
Low High
Low
Degree of
Labour
Intensity
High
SERVICE FACTORY
LOGISTICS
SERVICE SHOP
MASS SERVICE
COURIER
PROFESSIONAL SERVICE
6. 19
Single site Multiple site
Customer
Travels to
Service firm
SP travels to
Customer
Transaction
Is at arm’s
length
LOGISTICS
COURIER
8. Line of Interaction;
Business : - We are third party logistics (B 2 B)
- We also engaged in courier services
Challenges : - Delivery performance
- Perfect order fulfillment
- Managing service experience
- Inventory Management
- Maintaining manpower
9. Service : - Transportation of goods
- Storage & Warehousing
- Reverse Logistics
Experience : - GPS & tracking system
- RFID System (Radio Frequency Identification)
- Cloud based information system
10. Front end;
- Contract & meeting at office
- Courier service interaction with clients
- Back and reverse order
Back end;
- Storage management
- Packaging management
- Information System management
11. Contract
Receive WO
Planning &
Scheduling
Carry goods after
procurement
GPS tracking
Storage &
Warehouse
Information
communication
Supply of goods
as per production
requirement
Production
process
Carry finished
goods to
warehouse
Manage
information
through RFID
Distribution of
goods as per
order of client
Submission of all
bills & invoices
Client feedback &
response
Payment
according to
mention in the
contract
12. Order by the
client
Payment of
money
Reciept by
the service
provider
Packaging
and storing
Planning &
scheduling
Dispatch of
goods
Receive
goods
Planning &
scheduling
Deliver goods
to
destination
Take
confirmation
of reciept
18. Hire the right people.
Educate and train them well.
Allow them to fix anything.
Recognize and reward them regularly.
Tell them everything, every day.
19. Measure the costs
Listen closely for complaints
Anticipate needs for recovery
Act fast
Train employees
Empower front line
Close the loop
20. Purpose is to sell the right capacity to the right customer at the right
price.
Overbooking
Differential pricing
Capacity allocation