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Elements and Performance Criteria

1. Identify supply chainrelationships
   • Stakeholders, customer relationships and the flow of information throughout the supply chain are mapped
2. Technology used to maintain a customer focussed supply chain is confirmed
3. Level of responsibility and authority to manage a customer focussed supply chain is confirmed
4. Establish customer services plan
   • Customer needs and requirements are identified to determine products and services
5. Fulfillment model, including delivery options for customer purchases, is determined
6. Customer services plan, including Key Performance Indicators (KPIs), is aligned to the supply chain's business strategy
7. Policies, procedures, processes and data requirements to support the customer service plan are implemented
8. Customer services plan and KPIs are communicated to supply chain stakeholders
9. Ensure customer engagement
   • Two way real time communication is maintained with customers, using approved methods and tools
10. Customer support, including digital onboarding processes and procedures, is monitored
11. Data from customers and suppliers' is collated and analysed, in accordance with supply chain procedures
12. Customer feedback and complaints, including returns, are tracked and resolved, in accordance with customer service policies and procedures
13. Supply planning and demand forecasting is monitored using approved methods and tools
14. Reviewcustomer focussedsupply chainoutcomes
    • Customer service plan and KPIs are reviewed, in consultation with supply chain stakeholders
15. Report on customer focussed supply chain outcomes is prepared and presented to approved stakeholders
16. Continuous improvement actions that support a customer focussed supply chain are documented

Range Statement

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.

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Performance Evidence

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

aligning customer service plan to supply chain’s business strategy collating and analysing customer and suppliers' data confirming fulfilment model including customer delivery options determining stakeholder, customer relationships and flow of information documenting continuous improvement actions ensuring policies, procedures, processes and data requirements are aligned to the customer service plan and customer focussed supply chain outcomes establishing and communicating customer service plan and Key Performance Indicators (KPIs) to stakeholders identifying customer requirements maintaining customer support including digital onboarding processes and procedures monitoring supply planning and demand forecasting using approved methods and tools reviewing and reporting on customer service plan and KPI outcomes tracking and addressing customer feedback and complaints including returns using two way real time communication methods and tools working with digital technology in supply chains.

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Knowledge Evidence

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

circular economy principles in relation to addressing sustainable practices in customer focussed supply chains continuous improvement principles customer focussed supply chains customer requirements customer service plans and Key Performance Indicators (KPIs) customer support including digital onboarding processes and procedures data collation and analysis demand and supply forecasting methods and tools digital technology used in supply chains fulfillment models and delivery options methods for customer engagement policies, procedures and processes for a customer focussed supply chains resolution methods for customer feedback, complaints and returns review and report requirements stakeholder, customer relationship and flow of information mapping stakeholders in digital supply chains supply chain’s business strategy two way communication methods and tools.

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