supply chain management by veeru5656

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									LG Electronics
     Life is Good
Prepared by:
   Md. Abu Shayed
   ID: 2005-1-10-182

   Reasat Salam
   ID: 2004-3-10-141
Vision of LG Electronics:
     “We will become one of the Global Top 3
  by 2010”

Global leading products of LG Electronic:
        The world's first HD plasma TV with a built-in digital video
         recorder (DVR)
        Single scan plasma TV
        Chocolate Phone
        HSDPA 3G phoned
        3-in-1 Air Conditioner
   Increasing competition (whether for-profit or nonprofit) is
    forcing businesses to pay much more attention to satisfying
    customers, including by providing strong customer service.
   The role of customer service is to provide time and place
    utility in the transfer of goods and services between buyer
    and seller.

   Customer service could be examined by:
    • Pre- transaction elements,
    • Transaction elements and
    • Post-transaction elements.
Service – driven logistics systems:


       Identify customers’ service needs

      Define customer service objectives


          Design the logistics system



     Fig. 2.5 Service – driven logistics systems
The cost benefit of customer
          service:
                 Revenue
    Costs,
    revenue                        Costs
    & profit
    contributi
    on




                                    Profit contribution


                   Service level      100%


      Fig: The cost/benefit of service
       Data Analysis-

AGE:

           Frequency   Percent
   5-15    4           13.3
  16-25    1           3.3
  26-35    13          43.3
  36-45    11          36.7
   45+     1           3.3
   Total   30          100
Income:-



              20

                                 56.67%


              15
  Frequency




              10
                                   17          26.67%



               5                                             13.33%
                                                  8

                                                                4
                       1
               0
                   no income   10000-20000   20000-30000   30000-40000
                                    Income Range
Location:


                                                                             A27
                                                                        Mohakhali
                                                                        Mohammad pur-
                                                                        Dhanmondi
                                                                        gulshan/baridgara/
                                                                        banani
                                                      16.67%
                                                                        malibag/mogbazar/
                                                                        khilgaw
            23.33%
                                                                        old dhaka

                                              5
                     7                        Mohakhali
                     old dhaka




                                              6
                                              Mohammad pur- Dhanmondi

       6
       malibag/mogbazar/khilgaw


    20.0%                        6
                                 gulshan/baridgara/banani




                                            20.0%
 Users:

                       Frequency         percentage

  Yes                  30                100


Using time:

                                                       A4
                                                      1 year
                                                      2 years
                                                      3 years
                                                      more
                            1                         than 3
                            1 year   4                years
                            3.33%    2 years
                                     13.33%
   14
   more than 3 years
   46.67%                             11
                                      3 years
                                      36.67%
Frequency of particular products


                                      A5
                                    LG T.V
                                    LG MOBILE
                                    LG OVEN
                                    LG A/C
                                    other

                1
                3.33%      7
        9                  23.33%
        30.0%


        2               11
        6.67%           36.67%
                        Lead Time




        20
                     16
                     53.33%
                     2 days

        15                         12
                                   40.0%
                                   7 days
Count




        10




         5
             1                              1
             3.33%                          3.33%
             1day                           other
         0
             1day    2 days    7 days       other
                              A6
Products varieties


                     Frequency   Percentage
strongly             1           3.3
disagree
disagree             1           3.3
neutral              2           6.7
agree                9           30.0
strongly             17          56.7
agree
Total                30          100
Satisfaction regarding Price:

                  Frequency     Percentage
disagree          1             3.3
neutral           8             26.7
agree             17            56.7
strongly          4             13.3
agree
agree             30            100
Satisfaction about lead time:

                  Frequency     Percentage
strongly          1             3.3
disagree
disagree          2             6.7
neutral           10            33.3
agree             9             30.0
strongly          87            26.7
agree
Total             30            100
Reliable delivery:

                     Frequency   Percentage
strongly             1           3.3
disagree
disagree             1           3.3
neutral              4           13.3
agree                14          46.7
strongly             10          33.3
agree
Total                30          100
Warranty on LG Products

                Frequency   Percentage
Strongly        1           3.3
disagree
neutral         8           26.7
agree           14          56.7
strongly        7           13.3
agree
agree           30          100
Precise and specific product policy:

                  Frequency            Percentage
Strongly          1                    3.3
disagree
neutral           7                    23.3
agree             154                  50.0
strongly          7                    23.3
agree
agree             30                   100
Availability of the products according to area

                Strongly   Disagree Neutral      Agre   Strongly
                Disagree                         e      agree
Mohakhali
                                    20%          60     20%
                                                 %
Mohammad
pur-                                             80     20%
Dhanmondi                                        %
gulshan/barid
                17%        17%                   49     17%
gara/banani
                                                 %
malibag/mogba
                                    20%          50     30%
zar/khilgaw
                                                 %
old Dhaka                  30%      30%          10     30%
                                                 %
Service is the best:

               Strongly Disagree Neutral   Agre   Strongly
               Disagree                    e      agree
Mohakhali                        20%       40% 40%

Mohammad                17%      33%       17% 33%
pur-
Dhanmondi
gulshan/bari                               67% 33%
dgara/banani
malibag/mogb                               83% 17%
azar/khilgaw

old Dhaka                        14%       43% 43%
Perfect after sales service:

               Strongly Disagree Neutral   Agre   Strongly
               Disagree                    e      agree
Mohakhali                                  5

Mohammad                1        1         4
pur-
Dhanmondi
gulshan/bari                     11        3      2
dgara/banani
malibag/mogb                     1         3      2
azar/khilgaw

old Dhaka                        2         3      2
Overall satisfaction:

               Strongly Disagree Neutral   Agre   Strongly
               Disagree                    e      agree
Mohakhali                        1         1      3

Mohammad                1                  3      2
pur-
Dhanmondi
gulshan/bari            1                  2      3
dgara/banani
malibag/mogb                               5      1
azar/khilgaw

old Dhaka                                  4      3
Thank you

								
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