Managing Customer Service and Quality in Logistics and Transport (CILT)

Start Date End Date Venue Fees (US $)
13 Apr 2025 Italy , Milan $ 4,950 Register
06 Jul 2025 Dubai, UAE $ 3,900 Register
02 Nov 2025 Riyadh, KSA $ 3,900 Register

Managing Customer Service and Quality in Logistics and Transport (CILT)

Introduction

Purchasing, logistics, materials management, and the supply chain can no longer be viewed as isolated elements but must be approached from a holistic point of view. This program will expose the delegate to the latest thinking and best practice involved in optimizing the whole supply chain process from start to finish. The role and importance of purchasing within the supply chain will be explored using the integrated purchasing model as a base. 
The elements of the supply chain will be identified together with tools, techniques, and methodologies of how to drive unnecessary costs out of the chain, and how to optimize the supply chain for maximum advantage. The event-driven process model will be explored and its contribution to modern supply chain management will be demonstrated. New environmental regulations governing the use and movement of hazardous materials and waste products, and their impact on supply chain management will be discussed, together with an approach on how to design and optimize the supply chain in light of these regulations.
Finally, the role and importance of information technology in purchasing, materials management and supply chain management will be described together with methods on how to evaluate suitable technologies to meet business goals and objectives. Case studies and interactive work sessions will be used extensively throughout the program to integrate best practice theory with practical application.
This program is endorsed by the UK Chartered Institute of Logistics and Transport (CILT), the professional body for logistics, transport and related industries and is dedicated to supporting, developing and representing all specialism at all stages of career development. Participants who successfully complete the program will become affiliate members of CILT-International.

Objectives

    Upon the successful completion of this program, participants will be able to:

    • Understand the integration between the various elements in the supply chain process;
    • Use the procurement excellence model to benchmark their own organisation against best in class;
    • Understand the application of the integrated purchasing model and the event-process model for managing demand;
    •  Develop strategies for successful global supply chain management;
    • Understand how to optimize the supply chain;
    • Understand the implication of new environmental legislation governing use and movement of hazardous materials and waste, and how to design the supply chain to minimize the impact of these regulations;
    • Use the latest tools and techniques to evaluate supply chain systems

Training Methodology

This is an interactive course. There will be open question and answer sessions, regular group exercises and activities, videos, case studies, and presentations on best practice. Participants will have the opportunity to share with the facilitator and other participants on what works well and not so well for them, as well as work on issues from their own organizations. The online course is conducted online using MS-Teams/ClickMeeting.

Who Should Attend?

The program will be of value for senior and middle management who are involved in supply chain management or logistics & warehouse functions. Managers on all levels of participating companies in a supply chain (manufacturers, distributors, wholesalers, retailers and logistics service providers) will benefit from this program. In particular, people involved in purchasing, operations, warehousing, inventories, transport and total supply chain management will find this program valuable.

 

Course Outline

Modern supply chain and logistics trends

  • Supply chain overview
  • Role of logistics
  • Sustainability in supply chains and logistics
  • Supply chain configuration
  • 3PL concepts
  • 4PL concepts

Materials forecasting and inventory planning

  • Qualitative forecasting theories
  • Forecasting panels
  • Thought leaders
  • Delphi technique

Quantitative forecasting techniques

  • Seasonal demand forecasting
  • Moving average
  • Weighted moving average
  • Exponential smoothing
  • Forecasting error
  • Identifying bias
  • Determining economic order quantities
  • Determining reorder points
  • Replenishment strategies
  • Make-to-stock
  • Make-to-order
  • Assemble-to-order

Procurement and go-to-market strategies

  • Role of procurement
  • Procurement process flows
  • Sourcing strategies
  • Vendor management
  • Partnerships and alliances

Role of transportation and shipping in logistics

  • Definition of fleet management
  • Objectives and costs of fleet management
  • Transportation modes
  • Optimized routing and cubing
  • Incoterms for international commerce

Role of Warehousing in Logistics

  • Warehousing network design
  • Configuration of warehousing space
  • Value adding activities
  • Stockpiling, spot stocking and assortments
  • Cross docking, break bulking and consolidation
  • Mixing, postponement and assembly-to-order
  • Warehousing equipment and tools
  • Reverse logistics

Supply Chain Operations Reference (SCOR) framework for performance management

  • SCOR framework overview
  • Identifying level 1, 2 and 3 SCOR metrics
  • Customizing level 4 SCOR metrics
  • Setting performance targets
  • Continuous performance improvement

Accreditation

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