TLIX9989X Manage customer focussed supply chains

TLIX9989X Customer focussed supply chains

TLIX9989X Manage customer focussed supply chains

Modification History

Release 1. This is the first release of this unit of competency in the TLI Training Package.

Application

This unit of competency describes the skills and knowledge required to manage customer focussed supply chains. It includes identifying customer relationships, establishing a customer service plan, ensuring a customer focus and reviewing customer focus in the supply chain.

Customer focused supply chains aim to enhance the customers overall satisfaction, using digital technology, 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

Prerequisite Unit

Not applicable.

Competency Field

Chain supply

Unit Sector

 

Elements and Performance Criteria

ELEMENTS

PERFORMANCE CRITERIA

Elements describe the essential outcomes.

Performance criteria describe the performance needed to demonstrate achievement of the element.

 

Identify customer relationships

1.1

Customer objectives and needs, based on their profiles, are identified to determine materials, products and services

 

 

1.2

Customer relationships, flow of information and stakeholders throughout the digital supply chain are mapped

 

Establish customer service plan

2.1

Customer service plan, including Key Performance Indicators (KPIs), is established and communicated to supply chain stakeholders

 

 

2.2

Digital supply chain processes, procedures and data requirements are aligned to the customer service plan

 

 

2.3

The fulfillment model, including delivery options for customer purchases, is determined, in consultation with supply chain stakeholders

 

Ensure customer focus

3.1

Two-way real time communication is maintained with digital supply chain customers, using approved methods and tools

 

 

3.2

Digital supply chain customer onboarding processes and procedures are maintained and managed, in accordance with customer service policies and procedures

 

 

3.3

Support networks for digital supply chain customers are maintained and managed, in accordance with customer service policies and procedures

 

 

3.4

Data from suppliers’ inventory management systems and on supplier performance is monitored, collated and analysed, in accordance with customer service policies and procedures

 

 

3.5

Supply chain customer problems are tracked and managed, in accordance with customer service policies and procedures

 

 

3.6

Supply planning and demand forecasting is managed, using approved methods and tools, to ensure a customer focussed supply chain is maintained

 

Review customer focussed supply chain

4.1

Customer service plan, including KPIs, is reviewed in consultation with supply chain stakeholders

 

 

4.2

Report on customer focussed supply chain review is prepared and presented to approved stakeholders

 

 

4.3

Continuous improvement actions that support a customer focussed digital supply chain are documented

Foundation Skills

Foundation skills essential to performance are explicit in the performance criteria of this unit of competency.

Range of Conditions

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions may be found in the Companion Volume Implementation Guide.

 

 

Unit Mapping Information

This is a new unit.

Links

 

 


 

Assessment Requirements for TLIX9989X Manage customer focussed supply chains

Modification History

Release 1. This is the first release of this unit of competency in the TLI Training Package.

Performance Evidence

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

·         addressing customer problems are tracked and managed

·         aligning customer policies, procedures and processes to customer service plan

·         collating, monitoring and analysing data

·         confirming fulfilment model including customer delivery models

·         determining customer relationships, flow of information and digital supply chain stakeholders

·         documenting continuous improvement actions

·         establishing and communicating customer service plan including Key Performance Indicators (KPIs) to supply chain stakeholders

·         identifying customer objectives and needs

·         maintaining and managing customer onboarding processes and procedures are maintained and managed

·         maintaining customer support networks

·         managing planning and demand forecasting using approved methods and tools

·         monitoring, collating and analysing supplier performance using data from suppliers’ inventory management systems

·         reviewing and reporting on the customer service plan including KPIs

·         using two-way real time communication methods and tools

Knowledge Evidence

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

·         customer focussed onboarding processes and procedures

·         customer focussed policies, procedures and processes

·         customer profiles

·         customer relationships and flows of information mapping

·         customer service plans

·         customer support networks

·         data collation and analysis

·         demand and supply forecasting

·         fulfillment models and delivery options

·         management of Key Performance Indicators (KPIs)

·         resolution methods for customer problems  

·         review and report requirements

·         supply chain stakeholders

·         two-way communication methods and tools

·         types of customer focussed supply chains

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

Assessment must occur in workplace operational situations. Where this is not appropriate then assessment must occur in simulated workplace operational situations.

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. 

Links

XXX Training Package Companion Volume Implementation Guide at: [sector webpage link here]

 

2 Responses

  1. In a highly competitive market the use of technology as a point of difference to attract and retain customers is key. As a customer focused business investment in new technologies has increased significantly in recent years. This unit would address existing skills gap for both existing and new entrants to the industry.Reference

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