Chapter 6 : LOGISTICS/SC CUSTOMER SERVICE

     Pos Malaysia in logistics as customer service is when they do focused on what customer need, like below ;

     Availability which always available at anytime and anywhere.

     Stockout frequency is they have the stock available to customer and have a spare for it.

     Fill rate is abble to fulfil customer order.

     Order shipment complete is when customer get the product and give feed back.

     Operational performance is devided by four which are speed-performance ( just in time ), consistency-order cycle consistency (stable ), flexibility ( upon the customer request ) and malfunction recovery ( waranty ).

     Service reliability is error free about the condition, product, time, location and documentation. The perfect order is when delivery complete, delivery on time, delivery at right location and delivery in perfect condition.

 
     It is in order to achieve customer satisfaction.

Information Technology

     From news titled "Pos Malaysia Sees Courier , Transshipment Driving Growth" that tell us about their informational technology ;

   KUALA LUMPUR: Pos Malaysia Bhd is unperturbed that its operating costs may continue to rise.

“To bring down costs, of which a large proportion is from manpower, may be tricky. But there are areas we can look into especially productivity,” said chief executive officer Datuk Iskandar Mizal Mahmood.

The group posted lower earnings of RM27.1mil for its first quarter ended June 30, dragged mainly by higher operating costs from the increase in staff and transportation costs.

Iskandar said the lower year-on-year earnings were mainly due a spike in volume in the first quarter in the previous year due to the general election.

“In terms of the costs, it remains the same. What we have seen so far is that there has been an increase in productivity. Although we added to our workforce, they have been sent to the growth areas,” he told a briefing after the company’s AGM.

He added that the courier segment and the transhipment business would drive Pos Malaysia’s growth for the financial year ending March 31, 2015.

“As more Malaysian consumers shop online, the demand for courier services will accelerate such as express mail and parcel delivery, and this will benefit Pos Malaysia, which commands 38% of the local courier market,” said Iskandar.

He is confident the courier segment can achieve double-digit growth for 2015.

The group will collaborate and work closely with its China counterparts to grow its transhipment business. “In China alone, transactions amount to US$200bil (RM638mil) and 600 million items are shipped out a year,” he said.

He added that the company was well-positioned to capture some of the market share due to Malaysia’s location, as well as its integrated parcel centre at KL International Airport (KLIA).

Iskandar said the company would spend more than RM150mil in capital expenditure (capex) for 2015.

Pos Malaysia is looking to further expand in information technology and communications, with the possibility of creating an app.

“We are not just a brick and mortar company. We need to be relevant to the people. We need to have an app, perhaps at a later stage, to make it easy,” he said. He added that Pos Malaysia would constantly review its capex numbers and ensure the allocation was used correctly.

Iskandar said the group was embarking on parcel lockers where customers could send their parcels to specific lockers to avoid loss of parcels.

“We will be rolling this out hopefully soon. The lockers will be located at strategic locations such as shopping malls and certain post offices,” he said.

Pos Malaysia would also allocate some of its capex for its integrated parcel centre at the KLIA as well as upgrade some post offices.

Iskandar pointed out that the group would also be acquiring a new fleet of vehicles to replace ageing ones.

Read more at http://www.thestar.com.my/business/business-news/2014/09/05/pos-malaysias-earnings-lower-it-is-affected-by-higher-operating-costs/#23xJwxLO5mB19iOK.99

Transportation

     As we know that Pos Malaysia is well know in delivery services. They do all the delivery with their own transportation. They have road transportation, sea transportation and air transportation.
    They use road transportation for not to long journey. Maybe in a city the use only motor vehicle transportation. From a city to another city they may use van vehicle. With this transportation, they deliver the parcel through the customers. If the quantity are in large size and quite far, they us lorry vehicle. Usually they use lorry vehicle to deliver parcels or letters from warehouse to post office.
     For sea transportation, they usually use for far transportation. Maybe in large size and large quantity. Same goes to air transportation, they use for far journey like overseas and so on. They also use air transportation to carry valuable parcels.

Purchasing And Order Processing

Purchasing

      Pos Malaysia sell stamps now they come with new product which is Kad Hari Raya Pos Malaysia.This card are different from other wishes card. They combined traditional card with new IT innovation. This card is about Hari Raya wishes in videos but we need to install an application to watch the video wishes which is AR Postcard. 

Stamp example ;

Hari Raya wishes card ;

Application to install ;

Kindly click https://www.youtube.com/watch?v=HmlSZK4B1go go to watch about wishes card Hari Raya 

     Beside doing the delivery things, they also do selling things. They produce their own stamp and wishes card. But that card is only valid due to Hari Raya month because it is a specialize product.

      The major objectives of purchasing are to maintain the quality and value of a company's products, minimize cash tied-up in inventory, maintain the flow of inputs to maintain the flow of outputs, and strengthen the organization's competitive position. Purchasing may also involve  development and review of the product specifications, receipt and processing of requisitions, advertising for bids, bid evaluation, award of supply contracts, inspection of good received, and their appropriate storage and release

Order Processing

     Current information  technology is capable of handling the most demanding customer requirements. It makes little sense for a firm to process the order as a batch, assign them to a distribution warehouse, and then ship them via air to achieve fast delivery. But that what they do. They always make a fast delivery to their customer not only by air transportation, although by road or sea transportation, they also do it just in time.

      In their order processing, customer requirement are transmitted in the form of orders. The processing of theses orders involves all aspects of managing customer requirement from initial order receipt, delivery, involving and collection. The logistics capabilities of their firm can be as good as its order processing competency.

     I can't deny that Pos Malaysia have a very good order processing service which they have a trace tracking number website which we can see and know where the parcel go and to who they delivery. We also trust their services because the one who receive the parcel, their information are state in that tracking number trace website. So if there someone who is not the real receiver take the parcel, we know who them. We also can get life cycle support from them which is warranty for their services

   

Inventory Management and Warehousing

          Inventory Management

     Pos Malaysia inventory are based on inventory function and operational policies and parameters.

     Pos Malaysia inventory type and characteristics is lead to manufacturer. This company commitment is deep and long duration. We also know that Pos Malaysia is well known company in Malaysia since past generation. When we keep using their services, they keep running their company and now almost 99% Malaysian using their services.

     For their inventory functionality, they use geographic specialization. They do have many branch in Malaysia. So they focus at all area. Each area we can see their outlet. They open up many outlet at many area to be near with customer and consumer. So, we don't need to go to far in city to use their services.
     Beside, they also do the decoupling services like delivered large quantity of product in a single journey based on what type of product, location of customer and delivery transportation. For example, if there any big parcel to be sent at Johor area which Johor Bharu, Kota Tinggi and Pengerang, they can use road transportation like van. If the the location is outside the country, they can use air transportation or sea transportation which is cargo.
     Also buffering uncertainly, its may because festival day like Hari Raya Aidil Fitri. But don't worry, they keep running their services after that waiting period.

     Their operational policies and parameters can be based on procedures and parameters. For procedures, they have their own rules and regulation. For example, for up limit parcel weight will charge in different prices. For parameter, it's based on length. If the journey are far, they use sea transportation, if the parcel are valuable they usually use air transportation.

Warehousing

     As we know that Pos Malaysia have many branch and of course they have their own warehouse to stall their parcel. This is the picture of their ware house ;

     In here they do the separating parcel based on location. They separate the parcel to delivery in which area they ask to deliver. Not only deliver the envelope, they also deliver parcel from online seller to customer.

Strategies and Planning

     In Pos Malaysia company, they have their best strategies and plans to attract customers with their services. This is their strategies and plans ;

     They focus on what customer needs and activities to proceed their goals. They use niche strategy which they target whole customer in Malaysia and also abroad. They also use market distribution strategy which discrepancy in space related to distance, discrepancy in time related to delivery and discrepancy in quality and assortment related to variety type of product. They also use marketing function like specialize the product, reduce market cost by using correct transportation delivery and advance technology.  

POS MALAYSIA

    As we know Pos Malaysia also include in logistic activities. They do delivery and transportation things. Also have their own warehouse. They improve their quality time over time. We will study this company structure based on strategies and planning, inventory management and warehousing, purchasing and order processing, transportation  and lastly information technology.



click here to see Strategies and Planning ⇒ http://cizafamay.blogspot.my/2017/08/strategies-and-planning.html
click here to see Inventory Management and Warehousing ⇒ http://cizafamay.blogspot.my/2017/08/inventory-management-and-warehousing.html
click here to see Purchasing and Order Processing ⇒ http://cizafamay.blogspot.my/2017/08/purcasing-and-order-processing.html
click here to see Transportation ⇒ http://cizafamay.blogspot.my/2017/08/transportation.html
click here to see Information Technology ⇒ http://cizafamay.blogspot.my/2017/08/information-technology.html


Click and enjoy reading the knowledge !!  =D

The history of Pos Malaysia Berhad can be traced back to the early 1800s with the establishment of postal services first in the Straits Settlements in Penang, Malacca and Singapore expanding through the rest of Malaya by the early 20th century. Letters were then conveyed through dispatch riders or special messengers. Instead of postage stamps, fees were collected when letters were handed in at the Post Office. Letters posted were given a receipt.

The system later changed when the Indian stamps overprinted with crown and Straits' stamps overprinted with dollars and cents were introduced in 1867. The first inaugural set of postage stamps was introduced in 1901.

It was also started as a medium for the transmissions of letters, newspapers and business documents. The postal service soon evolved into a multiple services provider. It began to venture into parcel delivery, registrations, insurance service, transaction of money (postal order & money order) and investment of funds (Post Office Saving Bank).

The postal service, then known as Jabatan Perkhidmatan Pos – Postal Services Department (PSD), also began to take over numerous services on behalf of the Government departments. It started to collect payment of electricity bill, sale of dog licence, payment of pensions, sale of television licence and others.

In 1992, Pos Malaysia Berhad was corporatised from the PSD. In September 2001, Pos Malaysia Berhad was listed on the then Kuala Lumpur Stock Exchange (now known as Bursa Malaysia Berhad) through a reverse takeover of a Philio Allied Berhad assuming its listing status. Today, Pos Malaysia has many Strategic Business Units - POS Laju, POS International, Data Pos, POS ArRahnu, POS Digicert, POS Solutions & POS Online.

Subsidiaries

No	Name Of Company	Shareholder	Percentage Of Shareholding
1	Datapos (M) Sdn Bhd	Pos Malaysia Berhad	100%
2	Digicert Sdn Bhd	Pos Malaysia Berhad	100%
3	PMB Properties Sdn Bhd	Pos Malaysia Berhad	100%
4	Pos Ar-Rahnu Sdn Bhd	Pos Malaysia Berhad	100%
5	Poslaju (M) Sdn Bhd	Pos Malaysia Berhad	100%
6	Pos Malaysia & Services Holdings Berhad	Pos Malaysia Berhad	100%
7	Pos Takaful Agency Sdn Bhd	Pos Malaysia Berhad	100%
8	Prestige Future Sdn Bhd	PSH Capital Partners Sdn Bhd	100%
9	PSH Allied Berhad	Pos Malaysia Berhad	100%
10	PSH Capital Partners Sdn Bhd	Pos Malaysia Berhad	100%
11	PSH Express Sdn Bhd	PSH Venture Capital Sdn Bhd	100%
12	PSH Investment Holdings (BVI) Ltd	Pos Malaysia & Services Holdings Berhad	100%
13	PSH Properties Sdn Bhd	Pos Malaysia Berhad	100%

14	PSH Venture Capital Sdn Bhd	Pos Malaysia Berhad	100%
15	Real Riviera Sdn Bhd	PSH Properties Sdn Bhd	100%
16	Effivation Sdn Bhd	Pos Malaysia Berhad PSH Properties Sdn Bhd	99.99% 0.01%

Associates

No.	Name of Company	Shareholder	Percentage of Shareholding
1	PosPay Exchange Sdn Bhd	Pos Malaysia              Berhad	50%
2	CEN Sdn Bhd	Pos Malaysia              Berhad	42.5%
3	Elpos Print Sdn Bhd	Pos Malaysia              Berhad	40%
4	CEN Worldwide Sdn Bhd	CEN Sdn Bhd	100%
5	CEN Technology Sdn Bhd	CEN Sdn Bhd	50%

Task 1 & Task 2

Task 1

According to Malaysia Logistics Directory 2010/2011, analysts say the Malaysian economy is set for positive growth in 2010 and industry outlook for logistics in Malaysia appears to be looking good, compared to a year ago. This industry involves the airfreight, see freight, and land & rail transport companies.

We are required to choose ONE logistics company in Malaysia and study its compony structure based on ;

a. Strategies an Planning
    -Specify the strategies and planning that have been implemented in the company.

b. Inventory Management & Warehousing
    -How the company manage their inventory.

c. Transportation
    -Describe how the company manage the movement of their goods.

d. Information Technology
    -Describe how company providing the IT solution to improve visibility and control of the product         and information throughout the supply chain.


Task 2

We are required to create a video blog website by using blogger.com portal. The contents ar based on the syllabus Introduction to Supply Chain Management.

Click here to see our information for task 1 :
http://cizafamay.blogspot.my/2017/08/pos-malaysia.html
Click here to see our information for task 2 :
http://cizafamay.blogspot.my/2017/08/chapter-6-logisticssc-customer-service.html