物流英语unit 2 Customer Service and Logistics
物流专业英语UnitTwo课件
3 In a broad point of view, logistics
information also contains commodities
trading information and marketing
information.
Commodities
trading
information means selling and purchasing
Introduction
1 Part of an organization’s ability to use
logistics as a competitive weapon is based on its ability to adjust logistics performance in real time. This means the ability to monitor customers demands and inventory levels as they occur. A logistics information system which will impact all of the logistics activities must be integrated. Such system also must
7 Logistics information management is not only about dealing with the information about procurement, selling, storage, transportation and other logistics activities, but also every decision making about supplier selection, marketing plan and
物流英语2
物流英语2(总7页)--本页仅作为文档封面，使用时请直接删除即可----内页可以根据需求调整合适字体及大小--Questions regarding the textsUnit 11.what is logistics compared to in the text?In the text, logistics is compared to a unique global pipeline that operates every hour and every day.2.Isn’t logistics something new WhyLogistics is not a new thing. The reason is that Logistics came into being with the advent of civilization.3.What is flowing in the pipeline of logistics?Material and information are flowing in the pipeline of logistics.4.Give examples of logistics activities in a given factory.In a given factory ,there are logistics activities such as packaging, warehousing, material handling, inventory, transport, forecasting, strategic planning and customer service.5.Give examples to show that logistics is working every day, even at night.Transport is operating every day and every night. Material handling is the same, so are other factors of logistics.6.How many sectors of economic activities are involved in logistics What are theyVarious sectors of economic activities are involved in logistics. They are : packaging, warehousing, material handling, inventory, transport, forecasting, strategic planning and customer service.7.How important is logistics in production process?Logistics is one part of the supply chain process which has close relation to the flow and storage of goods, service and information. It plays important role in the production process and contributes a lot to the efficiency of a company.Unit 2are of two kinds. What are they?There are two kinds of products: one is products for customers, and the other one is products for industrial use.is the most important characteristic of any product?Any product has an important characteristic , that is, its availability at the place where a customer wishes to consume it.do you differentiate convenience products from shopping products and from specialty products? Convenience products are goods and services that consumers purchase frequently, immediately and with little comparative shopping. Shopping products are those for which consumers are willing to seek and compare . Specialty products are those for which buyers are willing to expend a substantial effort and often wait for a lot of time to acquire them.4. Do you know of consumer goods?Consumers goods are those that are directed to the final consumers.do you know about industrial products?Industrial products are those which are used in industrial production, such as steel, coal etc.does mer’s service mean?Consumer’s service refers to the service supplied to consumers.Unit 31.Why is transportation considered so important to the economy of a country Why is it soimportant to the individual firmBecause transportation is a vital component in the logistics system, it is considered very important to the economy of a country. It is very important to the individual firm because it may account for one –third to two-thirds of total logistics costs.2. Why do you think that each mode has an advantage with their particular product groupsNote that one particular kind of goods may be shipped by two or more different modes of transport.Transportation by air is the quickest ,however, the cost is the highest. The volume transported by rail is the largest, but the speed is lower than that of air transportation. .Transportation by water is the most inexpensive.3.Why has containerization become such a popular means of transport in internationaltransportation?Containers can prevent goods from being damaged in transit. Besides it facilitates the handling and transportation of goods.4.What role do agencies play in the transportation system What services do they provideThey play an important role in the transportation system. They help their clients to prepare documentation , make customs clearance, and learn information about various customs procedures and the use of foreign trade zones.5.Explain why transport rates typically vary with the weight of a shipment, the distance ashipment is transported, and the value of the transport service.Because cost consists of variable cost and fixed cost. Variable cost changes with the weight of a shipment, the distance and the value of the transport service. The heavier the shipment , the longer the distance and the more valuable the shipment, the higher the transport rates.Unit 41.what do you think is most important in the value-added process?In the value-added process, inventory is viewed as most important2.What will happen if the inventory overstocks?.If you keep an overstock of the inventory, expenses will incur not only in warehousing, but also in many aspects , such as the capital cost and interest , taxes, insurance, obsolescence cost and the storage cost.3.What are the advantages of holding inventories?If there is proper amount of inventory, a company can take goods from stock and meet customer’s need immediately.4.If you were a boss, what methods would you adopt采取 to reduce costs in holding inventories If I were a boss, I would make a inventory plan first. Then I would use the lot sizing concept to balance the cost of maintaining inventories against the cost of ordering. At last I would use the lot quantities formulations to find out the lowest cost of inventory.5．What does the lot quantity formulations identify?Lot quantity formulations identify the precise quantities at which the annual combined total costs of ordering and maintenance is lowest for a given sales volume.Unit 51.what are the two kinds of packing?Packing can be divided into two kinds: one is industrial packing , the other is consumer packing. 2.Which kind of packing is directly related to consumers?Consumer packing is directly related to consumers. It aims at containing the goods, promoting the sale of it and facilitating use of it.3.Is consumer packing of vital significance to logistics?No. it is not .The reason is that consumer packing mainly aims at containing the goods, promoting the sale of it and facilitating use of it.4.Which kind of packing is very important to logistics?Industrial packing is very important to logistics. Industrial packing refers to the packing used in industry.5.what is the first function of industrial packing?The first function of industrial packing is that it can protect the goods from damage during handling, storing and transportation.6.What is the second function of industrial packing?The second function of industrial packing is that it can promote logistical efficiency.7.Must the packing material be strong enough If so to what extentNo, it needn’t .Because absolute protection is impossible, if the damage is within the allowable damage , the extent of protection is enough.8.Why is absolute protection impossible?The reason is that absolute protection makes the cost too high.9.Why must the package be easy to handle?The reason is that the easier it is to handle a product, the lower the transportation rate.10.What does UPC mean What is the use of itUPC means Universal product code. It is a kind of bar code.Unit 61.According to paragraph 1, what does a manufacturer , wholesaler or retailer have to do tosupport the operation of his organization.To support his organization, he has to buy materials ,services ,and supplies from outside suppliers.2.What does supply management mean for most organizations?For most organizations, supply management means purchasing.3.What has given more knowledge about the role played by purchasing to many managers?The concept of supply chain management has given more knowledge about the role played by purchasing.4.What is one of the largest elements of costs for many firms?For many firms ,one of the largest elements of costs is purchased goods and services.5.What percentage do purchased goods and services account for in the total sales in the averagemanufacturing firm in North AmericaPurchased goods and services account for about 55 cents of every sales dollar.6.What kind of managers can save their organizations large sums relative to the competition? Managers with good negotiating skills and strong relationships with suppliers can save their organizations large sums .7.What can create competitive cost advantage that last for a long time?Identifying the right production equipment and buying it at a good price can create competitive cost advantage that lasts for many years.8.What would cause the shutting down of a production plant?Stockouts of raw materials or component parts can shut down a production plant.9.What does the quality of finished goods and services depend on?The quality of finished goods and services is dependent on the quality of the materials and parts used in producing the items.10.Will ineffective purchasing practices lead to a series of negative results to a firm’s operationWhat are these resultsYes, Ineffective purchasing practices will lead to negative results to a firm’s operation .The results are : customers service may fall, and long –term customer relationship may be damaged.Unit 71.Is information important in the performance of a supply chain .Yes, it is crucial to the performance of a supply chain because it provides the message to help the manager to make decisions.2.What a manager can learn from information?-A manager can learn about what customers want, how much inventory is in stock and when more products should be produced and shipped.the phrase “supply chain drivers”, what does the word driver mean?It refers to any part in the supply chain.set inventory levels ,what information must one person get-He must collect information such as customer demand, availability or products and current inventory levels etc.5. what does the phrase “Facility decision “ mean?-It refers to decision relating to facility.Unit 81.What is the possible definition of supply chain?Supply chain is a network composed of factories, suppliers, retailers ,etc.. They supply to each other raw material, components, products and service.2.What does supply management mean?Supply management means the design , planning and control of the information flow, movements of goods and money with a view to strengthening competitiveness.3.What is Ford’s purpose of developing a huge manufacturing complex?Ford’s purpose of developing a huge manufac turing complex is control. He wants to control every link of production.4.What did Ford do to ensure a reliable supply of materials?To ensure a reliable supply of materials , Ford invested in coal-mines, iron-ore deposits timber land etc.5.Why did Ford buy a large quantity of potatoes from South AmericaFord ordered a huge quantities of potatoes from South America to explore the possibility of extracting alcohol .6.What did Ford do in order to transport materials to his plants and finished products to dealers? He invested in railroads, trucks ,and both Great Lakes and ocean vessels.7.Did some specialized firms finally become contributors to Ford’s network And whyYes, they did. The reason is that the specialized firms outperformed Ford company in terms of quality and cost.the financial resources at Ford Company shifted at last If the answer is “yes” . to which aspect Yes, they were. With time going on, the Ford strategy shifted from ownership based control to orchestrating channel relationships.the later part of the 20the century, on whom did Ford Company rely for logistics service?Ford Company has been buying logistics service from Exel.kind of conclusion did Ford find out in the final analysis?Ford found out that no firm can be self-sufficient in the final analysis.Unit 91.Is maritime shipping an important link in international logistics?Yes, it is.2.How many types of shipping markets are there in the world?-There are two types of shipping markets : one is the liner market, the other is the tramp market. you send cargo to a buyer overseas, what do you need to do?-You need to complete the necessary documentation for insurance, cargo survey etc.to book the shipping space?The shipper can either go to a shipping company or simply go on the internet to book shipping space.5.When the shipping company accepts your space-booking, what will you receive in due course? -you will receive s a Container Load Plan.decides the specific location for each container in the holds?A stowage plan for the ship decides the specific location.Unit 101.what is the definition of the supply chain management?Supply chain management is the process that integrates, co-ordinates and controls the movement of materials , finished inventory and related information from supplier through companies to meet consumer requirements.2.What are the objectives of supply chain management?The objectives of supply chain management are to reduce total costs, minimize lead time, minimize inventory levels and cost, improve service level and streamline goods and information flows.3.What are the functions of TPL?TPL functions as the expertise in providing client with professional operation to reduce costs, minimize inventory etc.4.What are the advantages of adopting sophisticated technology?Adopting sophisticated technology can not only reduce labor costs, but also achieve greater visibility , improving customer service and using information more effectively to figure out things like trends and supplier performance.5.How does IT system operate?-The IT system is one of the value-adding services provided by TPL .Purchases orders will be placed online, and vendors pick up them on line.are the selling points of TPL system?TPL system has many selling points such as local service, efficient trucking service, computerized warehouses system and customized operation.11。
物流专业英语 two
Component of a Logistics System
A logistics system can be made up of many different functional activities, some of which are described briefly below. Customer service: Customer service is the output of a logistics system. It involves getting the right product to the right customer at the right place, in the right condition and at the right time, at the lowest total cost possible. Demand forecasting/planning: Logistics usually becomes involved in forecasting how much should be ordered from its suppliers, and how much of finished product should be transported or held in each market. In some firms, logistics may even plan production. Inventory management: Inventory management involves the balance of the level of inventory held to achieve high customer service levels with the cost of holding inventory. Logistics information: Information links all areas of the logistics system together. Information processing is becoming increasingly automated, complex, and rapid. It is key to the efficient functioning of system. Material handling: Material handling is a broad area concerning all movements of raw materials, work in process, or finished goods within a factory or warehouse. Order processing: Order processing is the system a firm has for getting orders from customers, checking on the status of orders and communicating to customers about them, and actually filling the order and making it available to the customer. Packaging: Packaging can convey important information to inform the customer and provide protection during storage and transport. Pleasing packaging also can attract the customer’s attention. Procurement: Procurement is the purchase of materials and services from outside to support the firm ’s operations from production to marketing, sales, and logistics. Return goods handling: Returns may take place because of a problem with the performance of the item or simply because the customer changed mind. Return goods handling is complex and costly. Reverse logistics: Reverse logistics is involved in removal and disposal of waste materials left over from the production, distribution, or packaging processes. Transportation: Transportation involves selection of the mode, the routing of the shipment, compliance with regulations in the region of the country, and selection of the carriers. Warehousing: warehousing and storage activities relate to warehouse layout, design, ownership, automation, training of employees, and related issues.
物流职业英语unit 2
◆ Knowledge: ABCs of Warehouse and Inventory Management 知识：仓库及库存管理常识 ◆ Dialogue: Visiting a Warehouse 对话：参观仓库 ◆ Case: Inventory Management in Apparel 案例：服饰库存管理 ◆ Document: Sea Waybill and Air Waybill 单证：海运提单与空运提单 ◆ Grammar: Modal Verbs 语法：情态动词
Ⅱ. Based on the above passage, answer the following questions. 1. What is the definition of warehouse and warehouse management? _____________________________________________________________________________ Warehouse is a storage facility that receives goods and products for the eventual distribution _____________________________________________________________________________ to consumers or other businesses. Warehouse management is the process of coordinating the _____________________________________________________________________________ incoming goods, the subsequent storage and tracking of the goods, and finally, the _____________________________________________________________________________ distribution of the goods to their proper destinations. 2. How does the warehouse management increase quality and efficiency? _____________________________________________________________________________ Organized warehouses provide the foundation for quality and efficiency in an environment _____________________________________________________________________________ that is often fast-paced and chaotic. Strategic inventory storage decisions, enabled by a _____________________________________________________________________________ warehouse system with the flexibility to accommodate numerous inventory statuses, _____________________________________________________________________________ locations and types of ownership, give companies a distinct competitive advantage. 3. What is the definition of inventory? _____________________________________________________________________________ Inventory is defined as the stock of any item or resource in an organization. It includes all _____________________________________________________________________________ goods and materials that are used in the production and distribution process. Raw materials, _____________________________________________________________________________ components parts, subassemblies, and finished goods are all part of inventory, as are the _____________________________________________________________________________ various products and supplies required in the production and distribution process. 4. What are the key benefits of Just-in-Time inventory management? _____________________________________________________________________________ The key benefits of JIT inventory management are: low inventory, low wastage, high quality _____________________________________________________________________________ production, and high customer responsiveness. 5. What’s the difference between merchandise inventory and manufacturing inventory based on the examples given in the above text? _____________________________________________________________________________ Merchandise inventory refers to the items you buy from other artists and crafters to sell in _____________________________________________________________________________ your own gallery or shop, while manufacturing inventory consists of the items you make.
物流英语Unit 2
be concerned with 关心／在意 The company is very concerned with feedbacks from their clients. 公司很关心客户的反馈。 The new president is specially concerned with the improvement in logistics management. 新的总裁尤其关心如何改善物流管理。
6
7. Consistency refers to a firm's ability to perform at the expected delivery time over a large number of performance cycles. 一致性是指公司在预定发货时间内完成超绩效任 务的能力。
It was reported that more than 170 thousand people died in the 2004 tsunami. 据报道，至少有十七万人在2004年那场海啸中丧生。
11
④ It + seems / appears / happens等不及物动词 + that…
你昨天没看成那部电影真遗憾。
It is a truth that there would be no new China without the Communist Party. 没有共产党就没有新中国，这是毋庸质疑的。
10
③ It + be + 过去分词 + that …. 该句型常见动词有：say, hope, think, suppose, expect, report, know, believe, decide等。
物流专业英语2-Chapter Two
FedEx logistics strategy is building an integrated transportation, information and logistics solution on strong global network, control of air freight and key customer relationships. Its strategic initiatives include: (1) Combining American Freight ways with Viking Freight to create FedEx Freight, expanding its scope of LTL services in North America; (2) Creating FedEx Corporate Services to provide customers with a single point of access to the full range of services; (3) Creating FedEx Trade Networks to offer customs brokerage and trade facilitation solutions for global customers; (4) Acquired Tower Group International, a leading customs broker and World Tariff, a premier source of customs duty and tax information;
Lead in
The so-called logistics companies refer to those production and operation enterprises which entrust their own logistics activities to professional logistics service enterprises by way of contract in order to concentrate on their main business. These companies are a kind of transportation, freight and logistics company. They operate transportation, warehousing, distribution, etc, related to logistics. With the development of economy, there are more and more logistics companies in the world. Let’s have a look at some famous companies.
物流英语Chapter3
Unit1 Logistics Service Introduction
Unit2 Logistics Customer Service Unit3 The Service-Driven
Logistics System Unit 4 logistics Service Quality
New Words and Expressions
debut n\ v.
初次登场, 开张
complementary adj
补充的, 补足的
expand vt.
使膨胀, 详述,ቤተ መጻሕፍቲ ባይዱ扩张
vi.
张开, 发展
bar-coding
条形码
value-added logistics service 增值性物流服务
Logistics Customer Service 6 Customer Service in the Internet-
enabled Logistics Supply Chain: Website Design Antecedents and Loyalty Effects
1 Concept of Customer Service
Unit2 Logistics Customer Service
1 Concept of Customer Service 2 Defining Customer Service Objectives 3 The Cost Benefit of Customer Service 4 Logistics Customer Service 5 Website Design Features and
物流专业英语2-Chapter Two
companies. To learn the brief introduction of each company elements and procedure of distribution Focus on The foundation and history of different logistics companies The service of each logistics company
Module One Background knowledge of Logistics --Logistics Culture
Chapter Two The Famous Logistics Company
Chapter Two The Famous Logistics Company
Objectives
2.1. DHL China DHL is the global market leader in the logistics industry .DHL- Sinotran’s, a 50/50 joint venture, was founded in Beijing In December 1986; DHL Danzas Air&Ocean China started from a rep office in 1991; SENTAIFEI FREIGHT & FORWARDING CO., LTD. is a Sino-foreign joint venture registered in the People s Republic of China.
DHL-Sinotrans, a 50/50 joint venture, was founded in Beijing In December 1986, the joint venture combined DHL's leading expertise in the global air express industry and Sinotrans' unrivalled local knowledge in the China foreign trade transport market.
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Actual delivery dates Post-transaction Returns/adjustments
The definition of customer service
Customer service standards
In-stock percentage
Product or product group Stocking-point location Customer or class of customer Time period Order completeness
• Reliability
– stable supply of inventory – capable of providing desired performance – rapid supply of accurate information
• Continuous improvement
Three levels of customer service in logistics
logistics VI. Issues in improvement of customer service
Role of Logistics in Marketing Mix
• Marketing, production, and logistics are collectively managed to achieve customer service objectives.
Value-added Service
The Perfect Order
Basic Customer Service
Three levels of customer service in logistics
1. Basic customer service: supply and performance
– To enjoy perfect order, customers need to meet requirements such as providing substantial business volume, establishing the collaboration and so on.
Three levels of customer service in logistics
3. Value-added services: unique programs developed by manufacturers for major customers on the basis of the perfect order
Issues in improvement of customer service
2. Service level improvement
– Improvement of the logistics service level may increase revenues, especially in markets with homogeneous low-price products.
• Superior customer service is often achieved through a combination of fast response, local presence, and quick, reliable delivery.
Logistics service quality management
Importance of customer service in logistics
• Customer service and cost are the two measures used to evaluate logistics system effectiveness.
• Customer service policies should be developed with the understanding that a critical purpose of logistics is to deliver to internal and external customers as agreed upon.
– To carry out perfect order, enterprises need to make efforts on management and operation, to spend a great sum of money, and need outstanding information support.
– e.g. product packaging, making marks of customers, finding specific bulk package and giving information beneficial to the purchaser
– Value-added services can be realized through the capacity of specialization and the advantage of scale economy.
Elements
Measures
Pre-transaction Inventory availability Target delivery dates
Customer Service
Transaction
Order status Order tracing Backorder status Shipment shortages Shipment delays Product substitutions Routing changes Etc.
Transportation
Unit 2 Customer Service and Logistics
Contents
I. Role of Logistics in Marketing Mix II. The definition of customer service III. Importance of customer service in logistics IV. Logistics service quality management V. Three levels of customer service in
Issues in improvement of customer service
1. The Pareto principle (the 80/20 rule)
profitability
5% 15%
80%
20% 50%
30%
A
B
C
% of Product
or customers
Issues in improvement of customer service
Role of Logistics in Marketing Mix
• The fundamental utility of a product is created through production, marketing and logistics.
– Production: form utility – Marketing: possession utility – Logistics: place and time utility
3. Logistics’ tradeoffs
– Tradeoffs among transportation, inventory control, warehousing, and customer service
Transportation Inventory Warehousing Customer service
1. The Pareto principle (the 80/20 rule)
– ABC-analysis: “A” for very popular products, “B” for medium-velocvers.
– Companies often spend 80 percent of their effort on 20 percent of the product line, 15 percent of their effort on the next 40 percent of products and the remaining 5 percent on the last 40 percent of the product line.
– Supply: the ability of providing products and services immediately as customers require
– Supply can be set up by inventory which includes basic inventory and safety inventory.
– Supply can be measured by criteria such as stock-out frequency, ratio of supply to demand and order fulfillment rate.
– Performance can be measured by speed, reliability, flexibility of response and recovery of defect.
– The level of logistics service is often expressed through the order-cycle time, which is the elapsed time between the instant a purchase order is issued