TYBMS SEM 5: Logistics & Supply Chain Management (Q.P. November 2018 with Solution)

 Paper/Subject Code: 46001/Logistics & Supply Chain Management

Logistics & Supply Chain Management

(Q.P. November 2018 with Solution)

N.B. 1. Answer all the questions.

2. The Marks are assigned on the R.H.S.

3. Draw Illustrations, diagrams and Schedules wherever necessary.

4. Use of simple calculator is allowed.

Q.1 A) Choose Correct Alternative. (Attempt Any 8 questions)

1. ________ Production Control and physical distribution are the three major operations of logistics.

a. Supply Chain Management

b. Materials Management

c. Logistics Management

d. All of these

2. Which of the following is not an area of responsibility for a logistics manager?

a. Inventory

b. marketing

c. Warehousing

d. purchasing

3. Which of the following is not a part of Supply chain Management system?

a. Funds Flow

b. Manufacturer

c. Information Flow

d. Competitor

4_______ is concerned with a firm's ability to satisfy customer's requirement in  timely manner

a. Minimum Inventory

b. Rapid Response

c. Price stabilization

d. Quality

5. Following is not type of Piggy-Back

a. LASH

b. TTFC

c. COFC

d. TOFC

6. Special purpose material handling equipments are used in _________

a. line layout

b. process layout

c. both 'a' and 'b'

d. None of the above

7. RO-RO concept means:

a. Roll On-Ride Off

b. Ride On-Ride Off

c. Roll Off-Roll On

d. Roll On-Roll Off

8. _______ refers to supply chain practices that strive to reduce energy and environmental footprints in terms of freight distribution.

a. Inbound Logistics

b. Green Logistics

c. Outbound Logistics

d. SCM

9. Which of the following is not a component of 4PL?

a. Control Room (Intelligence)

b. Resource Providers

c. Information

d. Recycling

10. Involves streamlining the distribution process in terms of physical and information efficiency. 

a. Technical Integration

b. channel Integration

c. channel hierarchy

d. vertical marketing System

Q.1 B) Match the right and closely related answer from Column Y with the terms given in Column X. (Attempt Any 7 questions) (7)

Column X	Column Y
1) Piggyback	a) Downstream logistics.
2) Measurement of Logistical Customer Service with reference to Operational Performance	b) Selective criteria criticality of the part to operations
3) Measurement of Logistical Customer Service with reference to Availability	c) Selective criteria Seasonality
4) Inbound Logistics	d) Truck
5) Fixed Path Variable Destination Material Handling Equipment	e) Productivity
6) SOS	f) use of Road and Rail mode of transport
7) Internal Performance Measure	g) Supply Chain Integrator
8) VED	h) Logistics Park
9) 4 PL	i) Speed, Consistency, Flexibility
10) Warehousing facilities with efficient Transportation connectivity	j) Upstream Logistics
	k) Stock out Frequency and Fill rates
	i) Auto Guided Vehicle

Q.2) A) What is Performance Management System? Explain the importance and objectives of developing and implementing Performance Systems in Logistics?

Ans: Performance Management System (PMS) in the context of logistics refers to a structured process designed to monitor, measure, and enhance the performance of various aspects within the logistics function of an organization. This system typically involves setting performance metrics, collecting relevant data, analyzing performance against these metrics, providing feedback, and taking corrective actions as necessary to improve overall performance.

The importance of developing and implementing Performance Management Systems in logistics can be outlined as follows:

1. Efficiency Improvement: By establishing clear performance metrics and benchmarks, organizations can identify areas where efficiency can be enhanced, such as reducing delivery times, optimizing routes, or streamlining warehouse operations.

2. Cost Reduction: Effective performance management can lead to cost savings by identifying inefficiencies, minimizing waste, and optimizing resource utilization. This can include reducing inventory holding costs, minimizing transportation expenses, or optimizing labor productivity.

3. Quality Control: Performance management systems enable organizations to monitor the quality of their logistics processes and services, ensuring that goods are delivered in a timely manner and in optimal condition. This helps in maintaining customer satisfaction and loyalty.

4. Resource Allocation: By tracking performance metrics, organizations can allocate resources effectively to areas where they are most needed. This includes allocating manpower, equipment, and capital investments based on performance priorities.

5. Risk Mitigation: Performance management systems can help identify potential risks and vulnerabilities within the logistics chain, allowing organizations to proactively address them before they escalate into larger problems. This could include identifying bottlenecks in the supply chain or vulnerabilities in transportation routes.

6. Continuous Improvement: One of the key objectives of performance management systems is to foster a culture of continuous improvement within the organization. By regularly monitoring performance metrics and providing feedback, organizations can identify areas for improvement and implement corrective actions to enhance overall performance over time.

B) What is Bullwhip Effect? Explain causes and impacts of Bullwhip Effects?

Ans: The Bullwhip Effect, also known as the Whiplash Effect or the Forrester Effect, is a phenomenon observed in supply chain management where small fluctuations in demand at the consumer level can cause amplified fluctuations in demand further upstream in the supply chain. This amplification effect resembles the motion of a bullwhip, where a small flick of the wrist causes a much larger movement at the whip's tip.

Causes of the Bullwhip Effect:

1. Demand Forecasting Inaccuracy: Inaccurate demand forecasting is one of the primary causes of the Bullwhip Effect. When retailers or distributors inaccurately forecast consumer demand, they may overestimate or underestimate the actual demand for products. This can lead to excessive ordering or underordering of goods, exacerbating demand fluctuations upstream in the supply chain.

2. Order Batching: Another common cause is the practice of order batching, where retailers or distributors consolidate multiple orders into larger, less frequent orders to take advantage of economies of scale or reduce transaction costs. However, this batching can lead to irregular ordering patterns, causing variability in demand signals received by suppliers.

3. Price Fluctuations and Promotions: Price discounts, promotions, or incentives offered by retailers can artificially stimulate demand, leading to spikes in orders. Suppliers may interpret these spikes as genuine changes in demand rather than temporary fluctuations caused by promotional activities.

4. Lead Time Variability: Variability in lead times, such as delays in transportation or production, can magnify the Bullwhip Effect. Longer lead times amplify the impact of demand variability as orders are placed further in advance, making it difficult for suppliers to accurately predict future demand.

Impacts of the Bullwhip Effect:

1. Inventory Fluctuations: The Bullwhip Effect results in oscillations in inventory levels throughout the supply chain, with periods of excess inventory followed by shortages. This can lead to increased holding costs, obsolete inventory, and stockouts, affecting overall supply chain efficiency.

2. Increased Costs: Fluctuations in demand and inventory levels caused by the Bullwhip Effect can result in higher costs for organizations. Excessive ordering, rush orders, and inventory holding costs can inflate operational expenses and erode profitability.

3. Poor Customer Service: Stockouts and delayed order fulfillment resulting from the Bullwhip Effect can lead to poor customer service and dissatisfaction. Customers may experience delays in receiving orders or find that products are frequently out of stock, damaging relationships and loyalty.

4. Supply Chain Disruption: The Bullwhip Effect can disrupt the smooth flow of goods and information within the supply chain, leading to inefficiencies, delays, and coordination challenges among supply chain partners.

OR

C) From the following data, calculate a 3 period weighted moving averages from 4 th Month to 8 th Month, with weights as 3, 2 and 1. The largest weight is being assigned to most recent period and current Demand Value.

D) Explain Primary, secondary, Tertiary Packaging and unit load?    (5)

Ans: Sure, let's break down each type of packaging and unit load:

1. Primary Packaging:

   - Primary packaging is the packaging layer that comes into direct contact with the product. It is the packaging closest to the actual item and is typically designed to protect, contain, and present the product.

   - This type of packaging is usually the smallest and most immediate layer of packaging. Examples include bottles, cans, jars, bags, blister packs, and boxes used to contain individual items.

   - Primary packaging is crucial for preserving the quality, safety, and integrity of the product during storage, transportation, and display.

2. Secondary Packaging:

   - Secondary packaging refers to the packaging layer that surrounds and protects the primary packaging and its contents. It provides additional protection, stability, and branding opportunities.

   - Unlike primary packaging, which is in direct contact with the product, secondary packaging is typically used to group multiple units of primary packaging together for easier handling, transportation, and display.

   - Examples of secondary packaging include cardboard boxes, shrink wrap, cardboard sleeves, trays, and outer cartons.

3. Tertiary Packaging:

   - Tertiary packaging is the outermost layer of packaging used for transportation, handling, and storage of multiple units of secondary or primary packaging.

   - It is designed to protect the products during long-distance transportation, storage in warehouses, and handling by logistics providers.

   - Tertiary packaging is often used to consolidate multiple units of secondary or primary packaging into larger units, such as pallets or crates, for efficient handling and storage.

   - Common examples of tertiary packaging include pallets, stretch wrap, corrugated cardboard boxes, wooden crates, and shipping containers.

4. Unit Load:

   - Unit load refers to a method of packaging and handling goods where multiple individual items or packages are combined into a single, larger unit for more efficient transportation, storage, and handling.

   - Unit loads can vary in size and composition depending on the nature of the products being transported and the requirements of the supply chain. They are typically assembled on pallets or in containers.

   - By consolidating multiple items into a single unit load, organizations can reduce handling costs, minimize damage during transit, optimize storage space, and improve overall supply chain efficiency.

   - Unit load packaging plays a critical role in modern logistics and warehousing operations, enabling the smooth flow of goods through the supply chain from manufacturing facilities to distribution centers and ultimately to retail stores or end customers.

Q.3) A) What is Logistical Outsourcing? Differentiate between 3PL and 4PL Logistics. (8)

Ans: Logistical outsourcing involves delegating specific logistics functions or processes to external service providers or partners to leverage their expertise, resources, and capabilities. This strategic decision allows organizations to focus on their core competencies while benefiting from the specialized services and cost efficiencies offered by logistics providers. The two primary types of logistical outsourcing are 3PL (Third-Party Logistics) and 4PL (Fourth-Party Logistics) logistics. Here's how they differ:

1. Third-Party Logistics (3PL):

   - In a 3PL arrangement, a company contracts with an external logistics provider to handle specific logistics functions or activities on its behalf.

   - 3PL providers offer a range of services, including transportation, warehousing, freight forwarding, customs brokerage, inventory management, and order fulfillment.

   - The relationship between the company and the 3PL provider is typically transactional, focusing on the execution of specific tasks or operations outlined in the service agreement.

   - 3PL providers act as intermediaries between the company and various transportation carriers, warehouses, and other logistics service providers, coordinating and managing the flow of goods through the supply chain.

   - The main benefits of using 3PL services include cost savings, scalability, flexibility, access to specialized expertise, and improved supply chain visibility and control.

2. Fourth-Party Logistics (4PL):

   - A 4PL arrangement involves outsourcing the management and coordination of an organization's entire supply chain to a single external entity, known as the fourth-party logistics provider.

   - Unlike 3PL providers, which focus on executing specific logistics functions, 4PL providers take a more strategic and holistic approach to supply chain management.

   - 4PL providers act as strategic partners, overseeing the entire supply chain network, including multiple 3PL providers, carriers, suppliers, and other stakeholders.

   - Their responsibilities may include supply chain design, optimization, performance management, risk assessment, technology integration, and continuous improvement initiatives.

   - 4PL providers leverage advanced technologies, analytics, and industry expertise to optimize supply chain operations, reduce costs, mitigate risks, and enhance overall supply chain agility and resilience.

   - The main advantages of using 4PL services include enhanced strategic alignment, improved supply chain visibility and transparency, centralized management, and the ability to adapt quickly to changing market conditions and business requirements.

B) Explain the concept of DRP. What are its Logistics and Marketing Benefits?     (7)

Ans: DRP stands for Distribution Requirements Planning. It's a process used in supply chain management to determine the inventory levels needed at various locations in the distribution network to meet customer demand efficiently. DRP helps organizations ensure that the right products are available in the right quantities, at the right time, and in the right locations to satisfy customer requirements while minimizing inventory carrying costs and stockouts.

Here's how DRP works:

1. Demand Forecasting: The DRP process starts with forecasting customer demand for products at different locations in the distribution network. This forecast is typically based on historical sales data, market trends, customer orders, and other relevant factors.

2. Inventory Planning: Based on the demand forecast, DRP calculates the inventory requirements for each product at each distribution location over a specified planning horizon. It considers factors such as lead times, order quantities, safety stock levels, and service level targets to determine optimal inventory levels.

3. Distribution Network Analysis: DRP takes into account the structure of the distribution network, including the flow of products from manufacturing facilities to warehouses, distribution centers, and ultimately to customers. It considers transportation constraints, storage capacity, and other logistical factors to optimize inventory allocation and replenishment decisions.

4. Replenishment Planning: Once the inventory requirements are determined, DRP generates replenishment orders or schedules to ensure that each distribution location has sufficient stock to meet customer demand. It considers factors such as order timing, batch sizes, and transportation modes to optimize the replenishment process.

5. Execution and Monitoring: After generating replenishment orders, DRP monitors inventory levels, order status, and other relevant metrics to ensure that the distribution network operates smoothly and efficiently. It identifies potential bottlenecks, shortages, or excess inventory and triggers corrective actions as necessary to maintain optimal inventory levels and customer service levels.

Logistics Benefits of DRP:

1. Optimized Inventory Levels: DRP helps organizations maintain optimal inventory levels at various locations in the distribution network, reducing excess inventory carrying costs while ensuring product availability to meet customer demand.

2. Improved Customer Service: By aligning inventory levels with customer demand, DRP helps organizations improve order fulfillment rates, reduce stockouts, and enhance overall customer satisfaction and loyalty.

3. Efficient Replenishment Process: DRP streamlines the replenishment process by automating inventory planning and ordering decisions, reducing manual effort and improving supply chain efficiency.

Marketing Benefits of DRP:

1. Enhanced Product Availability: DRP ensures that products are available at the right locations and in the right quantities to meet customer demand, helping organizations capture sales opportunities and maximize revenue.

2. Increased Market Responsiveness: By aligning inventory levels with demand forecasts, DRP enables organizations to respond quickly to changes in market demand, new product launches, or promotional activities, improving agility and competitiveness in the market.

3. Improved Product Freshness: DRP helps organizations manage product expiration dates and shelf-life considerations more effectively, reducing the risk of obsolescence and waste and ensuring that customers receive fresh, high-quality products.

OR

C) What is Transportation? Explain the various factors that have to be taken into consideration before selecting a carrier?        (8)

Ans: Transportation refers to the movement of goods or people from one location to another, typically using various modes such as road, rail, air, sea, or a combination of these. It is a fundamental component of supply chain management and plays a crucial role in facilitating trade, commerce, and economic activity. Effective transportation management involves planning, coordinating, and executing the movement of goods or passengers in a timely, cost-effective, and reliable manner.

Before selecting a carrier for transportation, several factors need to be taken into consideration to ensure that the chosen carrier can meet the organization's logistical requirements and objectives effectively. Here are some of the key factors:

1. Transportation Mode: The first consideration is to determine the most appropriate transportation mode based on factors such as the nature of the goods being transported, distance, speed, cost, and reliability. Common modes include road, rail, air, sea, or intermodal transportation.

2. Service Level Requirements: Organizations need to evaluate their service level requirements, including transit time, frequency of service, delivery reliability, tracking and tracing capabilities, and special handling requirements such as temperature control or hazardous materials handling.

3. Cost and Pricing: Cost is a significant consideration in carrier selection. Organizations need to compare transportation rates, fees, surcharges, and overall pricing structures offered by different carriers to ensure that they are getting the best value for their transportation spend.

4. Geographical Coverage: Depending on the distribution network and customer locations, organizations need to assess the geographical coverage and network reach of potential carriers to ensure that they can serve all required destinations efficiently.

5. Capacity and Equipment: Carriers should have sufficient capacity and appropriate equipment to handle the volume and type of goods being transported. This includes evaluating factors such as fleet size, container availability, loading/unloading capabilities, and specialized equipment requirements.

6. Safety and Compliance: Safety is paramount in transportation. Organizations need to ensure that carriers comply with relevant safety regulations, certifications, and industry standards to minimize the risk of accidents, damages, and liabilities.

7. **Reliability and Performance**: Assessing the carrier's track record and performance history is essential to gauge reliability and service quality. Organizations should consider factors such as on-time delivery performance, claims ratio, customer reviews, and reputation in the industry.

8. Technology and Communication: Evaluate carriers' technology capabilities, such as electronic data interchange (EDI), GPS tracking, real-time visibility, and communication systems, to facilitate efficient information exchange and collaboration throughout the transportation process.

D) Discuss in detail Global Logistics trends.    (7)

Ans: Global logistics trends are continually evolving in response to changing economic, technological, environmental, and geopolitical factors. Understanding these trends is crucial for organizations to adapt and thrive in the complex and interconnected global marketplace. Here are some significant global logistics trends:

1. E-commerce Growth: The rise of e-commerce has transformed global logistics, driving demand for faster, more flexible, and cost-effective delivery solutions. Logistics providers are investing in technologies such as automation, robotics, and artificial intelligence to streamline order fulfillment processes and meet growing customer expectations for same-day or next-day delivery.

2. Supply Chain Visibility: There is a growing emphasis on enhancing supply chain visibility and transparency to mitigate risks, improve decision-making, and optimize inventory management. Technologies such as IoT (Internet of Things), blockchain, and real-time tracking systems enable organizations to track the movement of goods throughout the supply chain, monitor conditions, and respond proactively to disruptions.

3. Sustainability and Green Logistics: With increasing awareness of environmental issues and regulations, there is a growing focus on sustainability in global logistics. Organizations are adopting eco-friendly practices such as carbon footprint reduction, alternative fuels, electric vehicles, and green packaging to minimize environmental impact and meet corporate social responsibility (CSR) goals.

4. Resilience and Risk Management: Global supply chains are facing unprecedented challenges, including natural disasters, geopolitical tensions, trade disputes, and the COVID-19 pandemic. As a result, there is a renewed emphasis on building resilience and agility into supply chain strategies, diversifying sourcing and manufacturing locations, and implementing risk mitigation measures such as contingency planning, safety stock, and supplier diversification.

5. Digitalization and Industry 4.0: Digitalization is transforming every aspect of global logistics, from procurement and production to warehousing and transportation. Industry 4.0 technologies such as AI (Artificial Intelligence), machine learning, big data analytics, and cloud computing enable organizations to optimize operations, improve efficiency, and drive innovation in supply chain management.

6. Last-Mile Delivery Innovation: Last-mile delivery remains a critical challenge in global logistics, particularly in urban areas with high population density. Logistics providers are experimenting with innovative solutions such as autonomous vehicles, drones, micro-fulfillment centers, and crowd-sourced delivery to optimize last-mile logistics and reduce costs.

7. Global Trade and Regulatory Changes: The landscape of global trade is evolving rapidly due to changes in trade policies, tariffs, and regulations. Organizations must stay abreast of trade agreements, customs procedures, and compliance requirements to navigate the complexities of international trade effectively and minimize disruptions to supply chain operations.

8. Collaborative Logistics and Partnerships: Collaboration among supply chain partners is becoming increasingly important to address the complexity and uncertainty of global logistics. Organizations are forming strategic alliances, partnerships, and collaborative networks to share resources, expertise, and best practices, driving efficiency, innovation, and value creation across the supply chain.

Q.4) A) The annual demand for a particular item is 9000 units, unit cost is Rs. 10/- Carrying cost on an average inventory is 20% and the ordering cost per order Rs. 150/-.

Find

1) EOQ            (3)

2) Total Inventory Cost.        (3)

3) If purchase manager has decided to place purchase order with minimum order quantity of 3000 units to get unit cost discount of 10% per unit. State Purchase Manager is justified in his decision? (4)

Ans: calculate the EOQ and total inventory cost, and then assess the purchase manager's decision:

1) EOQ (Economic Order Quantity):

The EOQ formula is given by:

\[EOQ = \sqrt{\frac{{2DS}}{{H}}}\]

Where:

- \(D\) = Annual demand (units)

- \(S\) = Ordering cost per order (Rs.)

- \(H\) = Holding cost per unit per year (% of unit cost)

Given:

- \(D = 9000\) units

- \(S = Rs. 150\)

- \(H = 20\%\) of Rs. 10 = Rs. 2

Plugging in the values:

\[EOQ = \sqrt{\frac{{2 \times 9000 \times 150}}{{2}}} = \sqrt{2700000} \approx 1643.17\]

Rounding off, the Economic Order Quantity (EOQ) is approximately 1643 units.

2) Total Inventory Cost:

The total inventory cost (TC) can be calculated using the EOQ formula:

\[TC = \frac{{D \times S}}{{EOQ}} + \frac{{EOQ \times H}}{2}\]

Given:

- \(D = 9000\) units

- \(S = Rs. 150\) per order

- \(H = 20\%\) of Rs. 10 = Rs. 2 per unit per year

- EOQ calculated in step 1: \(EOQ = 1643.17\) (rounded to 1643)

Plugging in the values:

TC = \frac{{9000 \times 150}}{{1643}} + \frac{{1643 \times 2}}{2}\]

TC ≈ 821.91 + 1643 ≈ Rs. 2464.91

So, the total inventory cost is approximately Rs. 2464.91.

3) Purchase Manager's Decision Assessment:

If the purchase manager decides to place a purchase order with a minimum order quantity of 3000 units to get a unit cost discount of 10% per unit, we need to calculate the total cost with this discount and compare it with the total inventory cost calculated earlier.

Given:

- Unit cost without discount = Rs. 10

- Unit cost discount = 10%

- Minimum order quantity (MOQ) = 3000 units

Unit cost with discount = Rs. 10 - (10% of Rs. 10) = Rs. 9

Total cost with discount = MOQ × Unit cost with discount + Total ordering cost

Total cost = (3000 \times 9) + \frac{{9000}}{{3000}} \times 150\]

\[Total\;cost = 27000 + 450 = Rs. 27450\]

Comparing this with the total inventory cost calculated earlier:

\[Rs. 27450 > Rs. 2464.91\]

So, the purchase manager's decision to place the purchase order with the minimum order quantity to get the unit cost discount is not justified. It would result in higher total costs compared to the EOQ model.

B) Discuss Role of Information Technology in Today's Modern Logistics.    (5)

Ans: Information technology (IT) plays a crucial role in today's modern logistics by enabling organizations to streamline operations, enhance visibility, improve decision-making, and adapt to the dynamic and complex nature of global supply chains. Here are some key ways in which IT contributes to modern logistics:

1. Supply Chain Visibility: IT systems such as Enterprise Resource Planning (ERP), Transportation Management Systems (TMS), Warehouse Management Systems (WMS), and Supply Chain Management (SCM) platforms provide real-time visibility into inventory levels, order statuses, and shipment tracking throughout the supply chain. This visibility enables organizations to monitor and manage the flow of goods and information more effectively, reducing lead times, minimizing stockouts, and improving customer service.

2. Demand Forecasting and Planning: Advanced analytics, data mining techniques, and predictive modeling tools enable organizations to analyze historical sales data, market trends, and other relevant factors to forecast demand more accurately. IT systems facilitate demand planning, inventory optimization, and production scheduling, helping organizations align supply with demand and reduce excess inventory and stockouts.

3. Inventory Management: IT systems automate inventory tracking, replenishment, and allocation processes, enabling organizations to optimize inventory levels, reduce carrying costs, and improve inventory turnover rates. RFID (Radio Frequency Identification), barcode scanning, and automated data capture technologies enhance inventory accuracy and visibility across warehouses, distribution centers, and retail stores.

4. Transportation Management: Transportation Management Systems (TMS) facilitate route optimization, carrier selection, freight booking, and shipment tracking, allowing organizations to minimize transportation costs, improve delivery performance, and enhance customer satisfaction. IT systems integrate with carriers' systems, enabling seamless communication and collaboration throughout the transportation process.

5. Warehouse Automation: IT systems enable warehouse automation through technologies such as robotics, automated guided vehicles (AGVs), conveyor systems, and automated picking and packing solutions. Warehouse Management Systems (WMS) optimize warehouse layout, storage, and material handling processes, increasing efficiency, accuracy, and throughput while reducing labor costs and errors.

6. Collaborative Logistics: IT platforms facilitate collaboration and information sharing among supply chain partners, including suppliers, manufacturers, distributors, and customers. Cloud-based collaboration tools, electronic data interchange (EDI), and collaborative planning, forecasting, and replenishment (CPFR) systems enable real-time communication, coordination, and decision-making across the supply chain network.

7. Risk Management and Resilience: IT systems support risk management and resilience in logistics by providing early warning systems, scenario planning tools, and supply chain simulation capabilities. Organizations can identify and mitigate potential risks such as natural disasters, geopolitical tensions, and supplier disruptions, enabling them to maintain continuity and minimize the impact of disruptions on supply chain operations.

OR

C) Explain Guidelines or Principles of Material handling    (8)

Ans: Guidelines or principles of material handling are fundamental concepts and practices that guide the efficient, safe, and effective movement, storage, and control of materials within a facility or across a supply chain. These principles are essential for optimizing operational processes, minimizing costs, reducing risks, and improving productivity in material handling operations. Here are some key guidelines or principles of material handling:

1. Planning and Analysis: Before implementing material handling processes, thorough planning and analysis are essential. This includes evaluating factors such as product characteristics, volume, weight, dimensions, flow patterns, storage requirements, and material handling equipment capabilities. A comprehensive understanding of these factors helps in designing efficient material handling systems that meet operational requirements.

2. Standardization: Standardizing material handling processes, equipment, and procedures helps improve efficiency, consistency, and safety. Standardization simplifies training, reduces errors, and enables better coordination among workers and equipment. Common standards include pallet sizes, storage rack configurations, labeling systems, and operating procedures.

3. Ergonomics: Designing material handling tasks and workstations with ergonomics principles in mind is crucial for ensuring the health, safety, and productivity of workers. Ergonomic considerations include minimizing lifting, bending, and reaching motions, providing adequate lighting and ventilation, and designing equipment and tools that are comfortable and easy to use.

4. Automation and Mechanization: Automation and mechanization technologies, such as conveyor systems, robotic arms, automated guided vehicles (AGVs), and palletizing machines, can significantly improve efficiency, accuracy, and throughput in material handling operations. By automating repetitive tasks and reducing manual labor, organizations can increase productivity, reduce labor costs, and minimize the risk of injuries.

5. Flexibility and Scalability: Material handling systems should be designed with flexibility and scalability in mind to accommodate changing operational requirements, fluctuating demand, and future growth. Modular and adaptable equipment designs, flexible layout configurations, and scalable storage solutions enable organizations to adjust quickly to evolving business needs without significant disruptions.

6. Space Utilization: Maximizing space utilization is critical for optimizing storage capacity and minimizing storage costs in material handling operations. This includes utilizing vertical space through the use of mezzanines, shelving systems, and vertical lift modules, as well as implementing efficient storage techniques such as FIFO (First-In, First-Out) and LIFO (Last-In, First-Out) inventory management methods.

7. Safety and Risk Management: Safety is paramount in material handling operations to prevent accidents, injuries, and property damage. Organizations should implement safety protocols, provide adequate training, and use appropriate safety equipment to mitigate risks associated with material handling tasks, such as falls, collisions, and ergonomic injuries.

8. Continuous Improvement: Material handling processes should be continuously monitored, evaluated, and optimized to identify opportunities for improvement and innovation. Implementing lean principles, conducting time and motion studies, and soliciting feedback from workers can help identify inefficiencies and areas for optimization, leading to ongoing performance improvements in material handling operations.

D) Explain what Logistical competency is and how it can be achieved?    (7)

Ans: Logistical competency refers to the ability of an organization to effectively and efficiently manage its logistics and supply chain operations to meet customer demands, achieve strategic objectives, and maintain a competitive advantage in the marketplace. It encompasses a range of skills, capabilities, and processes related to planning, executing, and controlling the flow of goods, information, and resources throughout the supply chain.

Achieving logistical competency involves several key elements:

1. Strategic Planning: Effective logistical competency begins with strategic planning that aligns logistics and supply chain objectives with overall business goals. Organizations need to define clear strategies, objectives, and performance metrics for their logistics operations to ensure alignment with broader business objectives and customer needs.

2. Process Optimization: Logistical competency requires optimizing logistical processes to enhance efficiency, minimize costs, and improve customer service. This includes streamlining order fulfillment, inventory management, transportation, warehousing, and distribution processes through the use of best practices, technology, and continuous improvement initiatives.

3. Resource Management: Efficient resource management is essential for achieving logistical competency. This involves effectively managing resources such as transportation assets, warehouse facilities, inventory levels, and human capital to maximize utilization, minimize waste, and optimize overall logistics performance.

4. Technology Adoption: Leveraging technology is critical for achieving logistical competency in today's digital era. Organizations need to invest in advanced logistics technologies such as Transportation Management Systems (TMS), Warehouse Management Systems (WMS), Inventory Management Systems, and Supply Chain Analytics platforms to improve visibility, automate processes, and enable data-driven decision-making.

5. Collaboration and Partnerships: Building strong partnerships and collaboration with suppliers, manufacturers, distributors, and logistics service providers is essential for achieving logistical competency. Collaboration enables organizations to leverage shared resources, expertise, and capabilities to optimize supply chain performance, mitigate risks, and drive innovation.

6. Customer Focus: Logistical competency requires a strong focus on understanding and meeting customer needs and expectations. Organizations need to design logistics processes and services that prioritize customer satisfaction, reliability, and responsiveness, delivering products and services in a timely, accurate, and cost-effective manner.

7. Risk Management: Effective risk management is crucial for achieving logistical competency in today's volatile and uncertain business environment. Organizations need to identify, assess, and mitigate risks such as supply chain disruptions, geopolitical tensions, and regulatory changes that could impact logistics operations and disrupt supply chain continuity.

8. Continuous Improvement: Logistical competency is not a one-time achievement but an ongoing journey of continuous improvement. Organizations need to foster a culture of innovation, learning, and adaptation, encouraging employees to identify opportunities for optimization, experiment with new approaches, and implement best practices to enhance logistics performance over time.

Q.5) A) Read the Case and answer the following:

Starbucks is pretty much a household name. But like many of the most successful worldwide brands, the coffee shop giant has been through its periods of supply chain pain. In fact, during 2007 and 2008, Starbucks leadership began to have serious doubts about the company's ability to supply its 16,700 outlets. As in most commercial sectors at that time, sales were falling. At the same time though, supply chain costs rose by more than $75 million. Supply Chain Cost Reduction Challenges: When the supply chain executive team began investigating the rising costs and supply chain performance issues, they found that service was indeed falling short of expectations. Findings included the following problems Fewer than 50% of outlet deliveries were arriving on time

A number of poor outsourcing decisions had led to excessive 3PL expenses

The supply chain had, (like those of many global organisations) evolved, rather than grown by design, and had hence become unnecessarily complex

The Path to Cost Reduction: Starbucks leadership had three main objectives in mind to achieve improved performance and supply chain cost reduction. These were to:

Reorganize the supply chain

Reduce cost to serve 

Lay the groundwork for future capability in the supply chain

In order to meet these objectives, Starbucks divided all its supply chain functions into three key groups, known as "plan" "make" and "deliver". It also opened a new production facility, bringing the total number of U.S. plants to four.

Next, the company set about terminating partnerships with all but its most ineffective 3PLs. The remaining partners were then managed via a weekly scorecard system, which was aligned with renewed service level agreements.

Supply Chain Cost Management Results: By the time Starbucks' supply chain transformation program was completed, the company had made savings of more than $500 million over the course of 2009 and 2010. of which a large proportion came out of the supply chain, according to Peter Gibbons, then Executive Vice President of Global Supply Chain Operations.

1) State the facts & analyses the case.    (8)

Ans: Facts:

1. Context: During 2007 and 2008, Starbucks faced challenges in its supply chain management due to falling sales and rising supply chain costs.

2. Issues Identified:

   - Less than 50% of outlet deliveries were arriving on time.

   - Poor outsourcing decisions led to excessive expenses with third-party logistics providers (3PLs).

   - The supply chain had become unnecessarily complex due to evolution rather than strategic design.

3. Objectives:

   - Reorganize the supply chain.

   - Reduce the cost to serve.

   - Lay the groundwork for future supply chain capability.

4. Actions Taken:

   - Divided supply chain functions into three key groups: plan, make, and deliver.

   - Opened a new production facility, increasing the total number of U.S. plants to four.

   - Terminated partnerships with ineffective 3PLs and managed remaining partners using a weekly scorecard system aligned with service level agreements.

Analysis:

1. Challenges Faced: Starbucks encountered significant challenges in its supply chain, including poor delivery performance, excessive expenses with 3PLs, and complexity arising from organic growth rather than deliberate design.

2. Strategic Objectives: The objectives set by Starbucks leadership were focused on restructuring the supply chain to improve performance and reduce costs while also ensuring future capability and flexibility.

3. Strategic Actions: The actions taken, such as reorganizing supply chain functions, expanding production facilities, and optimizing partnerships with 3PLs, were aligned with the strategic objectives and aimed at addressing the identified issues.

4. Financial Impact: The supply chain transformation program resulted in substantial cost savings of over $500 million, with a significant portion coming from supply chain optimization efforts.

5. Leadership and Execution: Effective leadership and execution were critical to the success of Starbucks' supply chain transformation program, as evidenced by the significant improvements in performance and cost savings achieved over a relatively short period.

2) Explain how Effective Supply chain management helped starbucks to improve their performance? (7)

Ans: Effective supply chain management played a crucial role in helping Starbucks improve its performance in several ways:

1. Increased Efficiency: By reorganizing supply chain functions into three key groups - plan, make, and deliver - Starbucks streamlined processes and improved operational efficiency. This reorganization allowed for better coordination and communication across the supply chain, reducing bottlenecks and delays.

2. Cost Reduction: Starbucks focused on reducing the cost to serve by optimizing its supply chain operations. By terminating partnerships with ineffective third-party logistics providers (3PLs) and renegotiating service level agreements with remaining partners, Starbucks was able to lower supply chain costs significantly. Additionally, by opening a new production facility, the company increased its production capacity, potentially reducing manufacturing costs.

3. Simplification and Standardization: The supply chain had become unnecessarily complex over time, leading to inefficiencies and higher costs. By simplifying and standardizing processes, Starbucks was able to eliminate unnecessary complexities and improve overall supply chain performance.

4. Improved Service Levels: With fewer than 50% of outlet deliveries arriving on time, Starbucks identified service level improvements as a key objective. By implementing a weekly scorecard system and aligning it with renewed service level agreements, the company was able to monitor and manage partner performance more effectively, leading to improved delivery reliability and customer satisfaction.

5. Future Readiness: Starbucks laid the groundwork for future capability in the supply chain by investing in strategic initiatives such as reorganization, cost reduction, and performance monitoring. These efforts not only addressed immediate challenges but also positioned the company for continued success and growth in the future.

OR

B) Write short notes on: (Any 3)    (15)

1. Customer Service Strategy 

Ans: Crafting a comprehensive customer service strategy involves several key elements aimed at delivering exceptional experiences to customers while aligning with the overarching goals of the organization. Here's a breakdown of essential components to consider when developing a customer service strategy:

1. Define Customer Service Objectives: Begin by outlining clear and measurable objectives that articulate what you aim to achieve through your customer service efforts. These objectives should align with the company's mission, vision, and values. For example, objectives could include improving customer satisfaction scores, reducing response times to inquiries, or increasing customer retention rates.

2. Understand Customer Needs: Conduct thorough research to understand the needs, preferences, and pain points of your target audience. This involves gathering feedback through surveys, customer interviews, social media monitoring, and analyzing customer support interactions. Use this insight to tailor your customer service approach to meet the specific needs of your customers.

3. Establish Service Standards and Guidelines: Develop service standards and guidelines that outline the expected behaviors, communication protocols, and service quality benchmarks for your customer service team. These standards should be aligned with your brand values and designed to ensure consistency and professionalism in customer interactions.

4. Invest in Employee Training and Development: Equip your customer service team with the skills, knowledge, and resources they need to deliver exceptional service. Provide ongoing training on product knowledge, communication techniques, conflict resolution, and empathy. Empower employees to make informed decisions and resolve issues effectively.

5. Implement Multi-Channel Support: Offer customers multiple channels through which they can reach out for support, including phone, email, live chat, social media, and self-service options. Ensure that each channel is staffed appropriately and provides a consistent experience across touchpoints. Leverage technology to integrate these channels and provide a seamless omnichannel experience.

6. Prioritize Customer Feedback and Continuous Improvement: Actively solicit feedback from customers at various touchpoints in their journey and use this feedback to identify areas for improvement. Regularly review customer satisfaction metrics, service KPIs, and customer feedback to identify trends and make data-driven decisions to enhance the customer experience.

7. Empower Frontline Employees: Empower frontline employees with the authority and autonomy to resolve customer issues quickly and effectively. Provide them with access to relevant information, tools, and resources to address customer inquiries and concerns in real-time, without the need for escalation.

8. Celebrate Successes and Recognize Achievements: Recognize and reward employees who consistently deliver exceptional service and exceed customer expectations. Celebrate successes and share customer success stories internally to reinforce a culture of customer-centricity and motivate employees to continue delivering outstanding service.

9. Foster a Culture of Customer Centricity: Embed a customer-centric mindset throughout the organization by fostering a culture that prioritizes customer needs and values. Encourage cross-functional collaboration and communication to ensure that all departments are aligned in their efforts to deliver a superior customer experience.

10. Monitor Performance and Iterate: Continuously monitor and measure the effectiveness of your customer service strategy through key performance indicators (KPIs) such as customer satisfaction scores, Net Promoter Score (NPS), first contact resolution rate, and average response time. Use this data to identify areas for improvement and iterate on your strategy to drive ongoing enhancements in service quality.

2. Contract Warehousing

Ans: Contract warehousing is an arrangement in which a company leases or rents space in a warehouse facility owned and operated by a third-party logistics (3PL) provider. In this arrangement, the 3PL provider manages all aspects of the warehouse operations, including staffing, equipment, technology, and inventory management, based on the terms outlined in the contract between the company and the 3PL provider.

Some key aspects of contract warehousing:

1. Customized Solutions: Contract warehousing offers companies the flexibility to tailor warehouse operations to their specific needs. The 3PL provider can customize the layout, processes, and systems to meet the unique requirements of the client, such as storage conditions, handling procedures, and order fulfillment processes.

2. Cost Efficiency: Contract warehousing can be a cost-effective solution for companies compared to owning and operating their warehouses. By outsourcing warehousing operations to a 3PL provider, companies can avoid upfront capital investments in infrastructure, equipment, and staffing. Additionally, they can benefit from economies of scale and shared resources offered by the 3PL provider.

3. Scalability: Contract warehousing allows companies to scale their warehousing operations according to fluctuations in demand or seasonal variations. The 3PL provider can adjust space, labor, and resources based on the client's changing needs, providing scalability and flexibility without the fixed costs associated with owning and managing warehouses.

4. Focus on Core Competencies: Outsourcing warehousing operations to a 3PL provider enables companies to focus on their core competencies and strategic priorities. By offloading non-core functions such as warehousing and logistics, companies can redirect their resources and efforts toward activities that drive value and competitive advantage.

5. Access to Expertise and Technology: Contract warehousing provides companies with access to the expertise, experience, and technology capabilities of the 3PL provider. These providers often invest in state-of-the-art warehouse management systems (WMS), automation, and process optimization tools to enhance efficiency, accuracy, and visibility in warehouse operations.

6. Risk Mitigation: Contract warehousing can help mitigate risks associated with warehousing and logistics operations. The 3PL provider assumes responsibility for managing risks related to inventory management, security, compliance, and regulatory requirements, allowing companies to focus on their core business activities.

3. Perfect Order Principle

Ans: The Perfect Order Principle is a concept used in supply chain management to measure the effectiveness and efficiency of order fulfillment processes. It emphasizes delivering orders to customers accurately, on time, complete, and damage-free. The goal of the Perfect Order Principle is to ensure customer satisfaction by meeting their expectations consistently. Here's a breakdown of what constitutes a perfect order:

1. Accuracy: The products in the order must be correct and match the customer's specifications. This includes the right quantity, size, color, and any other attributes specified by the customer.

2. On-Time Delivery: The order must be delivered within the agreed-upon timeframe or the promised delivery date. Timeliness is crucial for meeting customer expectations and avoiding disruptions in their operations.

3. Completeness: All items included in the order must be delivered in full. Partial shipments or missing items can lead to customer dissatisfaction and additional costs for the customer or the supplier.

4. Damage-Free: The products must arrive at the customer's location in pristine condition, without any damage or defects. Proper packaging and handling during transportation are essential to ensure the integrity of the products.

Achieving the Perfect Order requires coordination and synchronization across various functions within the supply chain, including inventory management, order processing, transportation, and logistics. Companies often use key performance indicators (KPIs) to measure their performance against the Perfect Order Principle and identify areas for improvement.

4. Cold Chain Logistics

Ans: Cold chain logistics refers to the process of transporting and storing temperature-sensitive products in a controlled environment to maintain their quality and integrity throughout the supply chain. This specialized logistics system is crucial for products that require specific temperature ranges, such as pharmaceuticals, perishable foods (like fruits, vegetables, and dairy products), chemicals, and biologics (like vaccines and blood products).

1. Temperature Control: The key aspect of cold chain logistics is maintaining the required temperature throughout the entire transportation and storage process. This involves using refrigerated trucks, containers, warehouses, and storage facilities equipped with temperature control systems. Temperature monitoring devices are also employed to ensure that products remain within the specified temperature range.

2. Packaging: Products requiring cold chain logistics are often packaged using insulated containers or packaging materials that help to maintain the desired temperature. These packages may also include gel packs, dry ice, or phase change materials to regulate temperature during transit.

3. Transportation: Specialized refrigerated trucks, vans, or containers are used to transport temperature-sensitive products from production facilities to distribution centers, warehouses, or directly to customers. These vehicles are equipped with refrigeration units to keep the interior at the required temperature.

4. Warehousing and Storage: Cold chain logistics providers have warehouses and storage facilities with temperature-controlled zones to store products before distribution. These facilities are equipped with refrigeration systems and temperature monitoring devices to ensure that products remain within the specified temperature range.

5. Monitoring and Traceability: Continuous monitoring of temperature conditions is critical throughout the supply chain. Temperature data loggers and sensors are used to monitor temperature levels during transportation and storage. Additionally, advanced tracking and tracing technologies provide real-time visibility into the location and condition of temperature-sensitive products.

6. Regulatory Compliance: Cold chain logistics must comply with various regulations and standards to ensure product safety and quality. Regulatory bodies such as the FDA (Food and Drug Administration) in the United States and the European Medicines Agency (EMA) in Europe set guidelines for the storage and transportation of pharmaceuticals and other temperature-sensitive products.

5. Activity Based Costing.

Ans: Activity-Based Costing (ABC) is a method used by companies to allocate indirect costs to products or services based on the activities they require. Traditional costing methods often allocate overhead costs based on a single cost driver, such as direct labor hours or machine hours. However, ABC recognizes that products consume overhead resources differently and therefore assigns costs based on the activities that drive those overhead costs.

1. Identify Activities: Companies identify the various activities involved in producing a product or providing a service. These activities can include setup, machine processing, material handling, quality control, and so on.

2. Allocate Overhead Costs: Once activities are identified, the next step is to allocate overhead costs to these activities. This involves determining the cost drivers for each activity. Cost drivers are factors that cause costs to be incurred, such as the number of setups, machine hours used, or orders processed.

3. Determine Cost Rates: After overhead costs are allocated to activities, the cost rates for each activity are calculated by dividing the total overhead costs for that activity by the total quantity of the cost driver. For example, if the total setup costs are $10,000 and 100 setups are performed, the setup cost rate would be $100 per setup.

4. Assign Costs to Products/Services: Once cost rates are determined, overhead costs can be assigned to products or services based on the quantity of cost drivers they consume. For instance, if Product A requires 20 setups and Product B requires 30 setups, the overhead cost allocated to each product would be their respective setup cost rates multiplied by the number of setups required.

ABC provides more accurate cost information compared to traditional costing methods because it considers the specific activities and resources consumed by each product or service. This allows companies to make more informed decisions regarding pricing, product mix, and process improvement. However, implementing ABC can be complex and requires detailed data collection and analysis.