The document outlines the end-to-end daily business operations process for DKSH, detailing activities such as inventory management, order processing, and logistics. It includes a SWOT analysis highlighting strengths, weaknesses, opportunities, and threats, alongside the importance of effective operations management in maximizing productivity and profitability. The presentation aims to explain the workflow and roles involved in business operations to support client and commercial teams effectively.

1. Page 1
Delivering Growth – in Asia and Beyond.
BUSINESS CASE PRESENTATION
Darshini Perumalsivam, Junior Executive Trainee
Microsoft Teams Meeting, August 25, 2021
End-To-End Daily Business Operations Process Flow

2. Page 2
Agenda
1. Portfolio Assignment
2. Objective
3. Business Operations Workflow
4. Business Operations Back-End Activities
5. SWOT Analysis
6. Conclusion

3. Page 3
DKSH HCH – BUSINESS CASE PRESENTATION
Portfolio Assignment
No
Vendor
Code
Agency
Sales
Org
Business
Model
Inventory
Category
Selling
Plant
MG MG4 MG4 Desc Product Category
1 11000275 Bayer MY59 CSO/4PL Own Stocks EM 0100 N5Z
Bayer
Healthcare OTC
Women’s Health
Contraceptive Pills
2 11000842 Biotropics MY59 CSO/4PL Consignment WM & EM 0757 MQT Biotropics
Consumer health range
Supplements (NuPrep)
3 11000017 Canaan MY59
Full
Agency
Own Stocks WM & EM 0105 MDT
Canaan Pet
Care
Pet care range
(Shampoo, Wound Spray, Training Aid)
Personal Care
(Hand Sanitizer – Germrid)
4 21001337 Sato MY59
Full
Agency
Own Stocks WM 0623 MW4
Sato
Pharmaceutical
Cosmetic range
(Hakubi Pills, Gel, Creams)
5 11001931 Wipro MY59 CSO/4PL Own Stocks WM 0D03 MZA Ginvera
Medical Device (Ebene)
Skin care (BioEssence)
Body care (Hygienix)

4. Page 4
Objective
To explain end-to-end daily business operations flow which involves warehouse and
Customer Care Centre (CCC) activities such as stocks receiving, redressing, and inventory
management as well as managing and releasing orders, and keep track of goods delivery
to customer.
DKSH HCH – BUSINESS CASE PRESENTATION

5. Page 5
No redress
DKSH HCH – BUSINESS CASE PRESENTATION
PO Issuance
IM
Shipment
Client
Goods receive &
Arrival MLL
Inbound SADC
Redress & Relabel
RRC
Quality Check
QA
Put away sellable
Inbound SADC
Order Processing
CCC
Invoicing
Outbound SADC
Pick and Pack
Outbound SADC
Delivery to customer
Transporter
Return of POD
Transporter
Business Operations Workflow

6. Page 6
DKSH HCH – BUSINESS CASE PRESENTATION
PO ISSUANCE
Product Management (PM) update Inventory Management (IM) on the sales
forecast.
Based on monthly ROP from SAP, Inventory Planner (IP) update Material
Purchase Summary (MPS).
IP send both ROP and MPS to PM for review and then joint agreement on final
quantity.
After issue PO, IM upload the ROP, MPS and PO template in the system for
higher management approval based on the Limit of Authority (LOA) matrix.
Official PO will be generated and send to client.

7. Page 7
DKSH HCH – BUSINESS CASE PRESENTATION
Shipment
Advanced shipping notification
from client.
Product Management to inform
Business Ops on the stock
delivery to warehouse.
Business Ops to notify Arrival/
Inbound team on the stock
arrival date with client’s DO.
01
02
03
DO: Delivery Order

8. Page 8
DKSH HCH – BUSINESS CASE PRESENTATION
Goods Receive &
Arrival MLL
Inbound team
to perform GR
once goods
received.
Inbound team
to check on
arrival MLL for
SKUs
(redressing and
relabeling
purpose).
Send for redressing
and relabeling.
Send for quality
checking.
if Yes
if No
GR: Goods Receive
MLL: Master Labeling List

9. Page 9
Redress &
Relabel
DKSH HCH – BUSINESS CASE PRESENTATION
Stock
directly
from client
RRC team to perform
Redressing and
Relabeling.
Redressing and
Relabeling based on
updated MLL.
What’s in MLL?
MLL: Master Labeling List
RRC: Redressing & Relabeling Centre
a. MAL/MDA Registration No.
b. Hologram
c. Diimport/Diedarkan oleh
d. Storage conditions
e. Repackaging/ Redressing
Send for Quality checking

10. Page 10
Quality Check
DKSH HCH – BUSINESS CASE PRESENTATION
Inspection on stock
redressing and
relabeling.
QA to refer updated MLL
for checking and
verification.
Product code and Product
name as an indicator for
quality checking.
QA done verify the stock
units.
01 02
03
04
MLL: Master Labeling List

11. Page 11
Put away Sellable
DKSH HCH – BUSINESS CASE PRESENTATION
Inbound team put away stock by SKU Code, SKU Name,
Batch number and Storage bin location.

12. Page 12
Order Processing
DKSH HCH – BUSINESS CASE PRESENTATION
Customer issue order
by SKU code, SKU
name and quantity
CCC process the
order accordingly
(111*)
CCC create the
outbound delivery
(115*)
CCC: Customer Care Centre
Pick and Pack stock by
Outbound SADC

13. Page 13
Pick and Pack
DKSH HCH – BUSINESS CASE PRESENTATION
Put away stock by SKU Code, SKU Name, Batch number and
Storage bin location.
Outbound team perform picking and packing of the stock based
on outbound DO created.
DO: Delivery Order

14. Page 14
Invoicing
DKSH HCH – BUSINESS CASE PRESENTATION
DO: Delivery Order
After Pick and Pack stock
by Outbound SADC
Processor to
release invoice
(118*)
Submit DO number
in the system

15. Page 15
Transporter
DKSH HCH – BUSINESS CASE PRESENTATION
Processor to
release invoice
Transporter send stock
units to customer
premises.
Transporter provide
DO/ Invoice copy to
customer upon
delivery.
Customer verify and
sign DO/Invoice copy
and then return to
transporter.
DO: Delivery Order
POD: Proof of Delivery

16. Page 16
Return of POD
DKSH HCH – BUSINESS CASE PRESENTATION
Put away stock by SKU Code, SKU Name, Batch number and
Storage bin location.
POD: Proof of Delivery
Transporter return POD to Dispatch team as a proof as they have received
the product.

17. Page 17
DKSH HCH – BUSINESS CASE PRESENTATION
Business Operations Back-End Activities
Subcon Creation New SKU code
creation
Cost Change
Price, Bonus &
Discount
maintenance
Stock Transfer
• To create promo/
bundle package,
and sample/ free
item.
• Raise subcon order
by utilizing stock
units in SADC.
• To create new
material code.
• Utilization of
Material Creation
Maintenance Form
(MCMF).
• Due to client’s
increase or
decrease the cost
price to DKSH.
• Utilize pricing
structure for cost
change.
• Monthly promo
bulletin.
• Maintain under
SoldTo code,
Customer Group,
Pricing group and
Sales Org.
• e-Commerce
(marketplace)
internal stock
transfer order.
• East Malaysia
(EM) stock
transfer order.
1 2 3 4 5
Stock Ageing
6
• To clean out
inventory stock
units.
• Write off short
expiry stocks to
client or DKSH.

18. Page 18
DKSH HCH – BUSINESS CASE PRESENTATION
SWOT Analysis
STRENGTHS WEAKNESS
OPPORTUNITIES THREATS
Working with experienced team members
and enhance learning experience in
Business Operations.
Midst of firming up the scope and
responsibilities in more complex
agencies requirement.
Collaboration and interaction with different
stakeholders on daily operations
performance.
Highly challengeable to maintain the size
of productivity and operational
performance due to COVID-19 pandemic.
W
S
O T

19. Page 19
DKSH HCH – BUSINESS CASE PRESENTATION
Conclusion
Business operations management is important for the workflow effectiveness.
Assist to notify relevant stakeholders on the stock's movement at
maximum speed, improving every stage of the fulfillment process.
Play a major role in providing business support for client and
commercial team to ensure business objectives and requirements are
fulfilled effectively.

20. Page 20
DKSH HCH – BUSINESS CASE PRESENTATION
“Operations management impacts the overall
productivity and profitability of any business enterprise.”

21. Page 21
Delivering Growth – in Asia and Beyond.
Thank you for your attention