Part A: Course Overview

Program: C5441 Diploma of Logistics

Course Title: Manage customer focussed supply chain

Portfolio: Vocational Education

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.

Course Contact: Jeremy Glover

Course Contact Phone: +61 3 99251485

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



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

Pre-requisite Courses and Assumed Knowledge and Capabilities

None



National Competency Codes and Titles

National Element Code & Title:

TLIX0014X Manage customer focussed supply chain

Elements:

1 Identify supply chainrelationships

2 Establish customer services plan

3 Ensure customer engagement

4 Review customer focussed supply chain outcomes

Learning Outcomes

Performance evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all the requirements of the elements and performance criteria on at least one occasion and includes:

  • aligning customer service plan to supply chain’s business strategy
  • collating and analysing customer and suppliers' data
  • confirming fulfilment model including customer delivery options
  • determining stakeholder, customer relationships and flow of information
  • documenting continuous improvement actions
  • ensuring policies, procedures, processes and data requirements are aligned to the customer service plan and customer focussed supply chain outcomes
  • establishing and communicating customer service plan and Key Performance Indicators (KPIs) to stakeholders
  • identifying customer requirements
  • maintaining customer support including digital onboarding processes and procedures
  • monitoring supply planning and demand forecasting using approved methods and tools
  • reviewing and reporting on customer service plan and KPI outcomes
  • tracking and addressing customer feedback and complaints including returns
  • using two way real time communication methods and tools
  • working with digital technology in supply chains

Knowledge evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all the requirements of the elements and performance criteria and includes knowledge of:

  • circular economy principles in relation to addressing sustainable practices in customer focussed supply chains
  • continuous improvement principles
  • customer focussed supply chains
  • customer requirements
  • customer service plans and Key Performance Indicators (KPIs)
  • customer support including digital onboarding processes and procedures
  • data collation and analysis
  • demand and supply forecasting methods and tools
  • digital technology used in supply chains
  • fulfillment models and delivery options
  • methods for customer engagement
  • policies, procedures and processes for a customer focussed supply chains
  • resolution methods for customer feedback, complaints and returns
  • review and report requirements
  • stakeholder, customer relationship and flow of information mapping
  • stakeholders in digital supply chains
  • supply chain’s business strategy
  • two way communication methods and tools


Overview of Assessment

Assessment conditions

Assessors must hold credentials specified within the Standards for Registered Training Organisations current at the time of assessment.

Assessment must satisfy the Principles of Assessment and Rules of Evidence and all regulatory requirements included within the Standards for Registered Training Organisations current at the time of assessment.

Assessment must occur in workplace operational situations where it is appropriate to do so. Where this is not appropriate, assessment must occur in simulated workplace operational situations that replicate workplace conditions.

Assessment processes and techniques must be appropriate to the language, literacy and numeracy requirements of the work being performed and the needs of the candidate.

Resources for assessment must include access to a range of

  • exercises, case studies and/or other simulations
  • materials and tools including digital supply chain equipment used in industry
  • documentation including organisational policies and procedures, industry standards, regulations, codes of practice, operational manuals and equipment specifications.

 Feedback

Feedback will be provided throughout the semester in class and/or online discussions.  You are encouraged to ask and answer questions during class time and online sessions so that you can obtain feedback on your understanding of the concepts and issues being discussed.  Finally, you can email or arrange an appointment with your teacher to gain more feedback on your progress.

You should take note of all feedback received and use this information to improve your learning outcomes and final performance in the course.