SCM Journal - Tài liệu tham khảo | Đại học Hoa Sen
SCM Journal - Tài liệu tham khảo | Đại học Hoa Sen và thông tin bổ ích giúp sinh viên tham khảo, ôn luyện và phục vụ nhu cầu học tập của mình cụ thể là có định hướng, ôn tập, nắm vững kiến thức môn học và làm bài tốt trong những bài kiểm tra, bài tiểu luận, bài tập kết thúc học phần, từ đó học tập tốt và có kết quả
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Full-name: Nguyễn Thị Tuyết Ngân Student ID: 22004931
Class: Supply Chain Management JOURNAL REFLECTION
In class on July 29th, we were fortunate to have a class debate with Ms.
Jim with the case study Federal Express: The money guarantee. The class
members were divided into 2 teams, one team represents FedEx
company, and the other team represents customer Cooper. The task of
each team is to debate to solve the problem in the case study but still
keep the interests of each team. The class was very lively and with the
help of Ms. Jim, I learned many lessons for myself through the debate
and through the FedEx case study. The experience I will divide into 3
parts. The first is Backpack representing the lessons and knowledge I
have gained. Next is Washing machine, my thoughts and views have been
changed after that session. And finally, Trash is the knowledge I don't
need to absorb or the knowledge I have learned before. I. Backpack
1. The way a large coporation like FedEx handle complaints
Thanks to this session, I have more knowledge about how to handle
complaints of FedEx company. In this case, FedEx has clearly stated the
company's policy from the very beginning when the customer uses the
service, and only when the customer agrees to that policy can the service
be used. In case of wrong delivery like Ms. Cooper's, FedEx is only
responsible for refunding the order to the customer and delivering it back
as quickly as possible. However, given the importance of the order to Ms.
Cooper's event, FedEx did not agree to send her next 25 free orders but in
return 10 free orders and a handwritten apology letter. .
In theory, this approach of the company has given priority to an
exception for an individual customer like Ms. Cooper because she is
aware of the extent of her event's damage due to the lack of orders due to
the shipping company transfer. In fact, the company has not been able to
completely solve its error problem, because the number of orders is too
much in one day, so FedEx cannot completely solve the customer's
expectations. In some cases, the refund amount cannot compensate for
the damage when the order is delivered to the wrong place and at the wrong time.
2. The importance of customer relationships
The most important reason FedEx agreed to make an exception for Mrs.
Cooper was to maintain a good relationship with the customer. With a
leading company in shipping services like FedEx, they have to process a
lot of orders in one day, they have the right to comply with the company's
policy of only refunding and not making other requests because not in the
policy. FedEx was aiming for solid business and needed loyal customers
to stay afloat. The customer relationship will help both parties benefit,
and the customer feedback will also help the company improve and
develop more. After this incident, FedEx must redeploy the company's
policy to be able to maximize possible errors and manage relationships with customers.
3. Problem-solving skill
Through this debate, I learned more about problem-solving skills.
Problem-solving skills are important in every career at every level. As a
result, effective problem-solving may also require industry or job-
specific technical skills. Researching the problem is the first step to
solving it. It is necessary to identify the cause and fully understand how
to solve the problem. Next is the situation analysis. The analytical skills
will help me understand problems and effectively develop solutions. The
next step is to make a decision. ultimately, I will need to make a decision
about how to solve problems that arise. And the last step is
communication. When identifying possible solutions, I will need to know
how to communicate the problem to others. II. Washing machine
1. The company only settles according to their policy Must have
the flexibility to bring benefits to the company
Before, I thought that a large company like FedEx, they would be very
rigid in implementing their policy because the company's rules are set for
all employees to follow and they will not have enough time to deal with
separately individual cases. After this case study, I see that the company
is willing to make an exception if the customer is a famous influencer
and it affects the reputation of the company. It doesn't take much for a
handwritten letter, but they'll get a free corporate presentation in front of
30 leaders of Fortune 500. It is a useful exception so the company will
have preferences for certain circumstances.
2. Large companies have high problem-solving ability Problems
are limitless, customers also need to understand
I used to think that a big company has a very large predictability and they
can solve any problem in their prediction. However, after that lesson, I
realized that the customer's problems and needs are limitless. The
company can only reduce part of the problem they and their associates
can predict, the rest is “So many men, so many minds”. The main job of
the company is to discuss and come up with ways to solve problems to
both satisfy customers and keep the interests of the company. Customers
should also sympathize because when operating a business, no one wants
to disappoint customers about the company's services. All companies
have the goal of developing and perfecting as best as possible to serve customers well. III. Trash
1. The FedEx case study did not completely solve the problem
Although I have learned more about how FedEx works, I have not
learned how the company solves problems in a radical way. Ms. Cooper's
order still couldn't reach the correct address and location even though it was FedEx's fault. 2. "Customer is God"
"Customer is God" is said to be a maxim derived from the Japanese
motto of customer service. Through the process of economic
development cooperation and cultural influence between countries, the
Japanese concept of "Customer is God" is gradually applied by many
other Asian countries and other developed countries in the world. But
God also has this and that person, the company needs to be selective to
identify potential and long-term customers that bring benefits to the
company. I think instead the sentence "Consent to buy, just sell" will be
more reasonable because when using the service, both the customer and
the seller receive the same benefits. If there is a need but no one meets it,
then God will also fall into a difficult situation and vice versa.