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Evidence Guide: TLIX0014X - Manage customer focussed supply chain

Student: __________________________________________________

Signature: _________________________________________________

Tips for gathering evidence to demonstrate your skills

The important thing to remember when gathering evidence is that the more evidence the better - that is, the more evidence you gather to demonstrate your skills, the more confident an assessor can be that you have learned the skills not just at one point in time, but are continuing to apply and develop those skills (as opposed to just learning for the test!). Furthermore, one piece of evidence that you collect will not usualy demonstrate all the required criteria for a unit of competency, whereas multiple overlapping pieces of evidence will usually do the trick!

From the Wiki University

 

TLIX0014X - Manage customer focussed supply chain

What evidence can you provide to prove your understanding of each of the following citeria?

Identify supply chainrelationships

  1. Stakeholders, customer relationships and the flow of information throughout the supply chain are mapped
Stakeholders, customer relationships and the flow of information throughout the supply chain are mapped

Completed
Date:

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Technology used to maintain a customer focussed supply chain is confirmed

Completed
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Level of responsibility and authority to manage a customer focussed supply chain is confirmed

Completed
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Establish customer services plan

  1. Customer needs and requirements are identified to determine products and services
Customer needs and requirements are identified to determine products and services

Completed
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Fulfillment model, including delivery options for customer purchases, is determined

Completed
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Customer services plan, including Key Performance Indicators (KPIs), is aligned to the supply chain's business strategy

Completed
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Policies, procedures, processes and data requirements to support the customer service plan are implemented

Completed
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Customer services plan and KPIs are communicated to supply chain stakeholders

Completed
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Ensure customer engagement

  1. Two way real time communication is maintained with customers, using approved methods and tools
Two way real time communication is maintained with customers, using approved methods and tools

Completed
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Customer support, including digital onboarding processes and procedures, is monitored

Completed
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Data from customers and suppliers' is collated and analysed, in accordance with supply chain procedures

Completed
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Customer feedback and complaints, including returns, are tracked and resolved, in accordance with customer service policies and procedures

Completed
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Supply planning and demand forecasting is monitored using approved methods and tools

Completed
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Reviewcustomer focussedsupply chainoutcomes

  1. Customer service plan and KPIs are reviewed, in consultation with supply chain stakeholders
Customer service plan and KPIs are reviewed, in consultation with supply chain stakeholders

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

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

Completed
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Assessed

Teacher: ___________________________________ Date: _________

Signature: ________________________________________________

Comments:

 

 

 

 

 

 

 

 

Instructions to Assessors

Required Skills and Knowledge

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.

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.

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.