Professional Documents
Culture Documents
Giáo Trình Quản Trị Logistics
Giáo Trình Quản Trị Logistics
Khoa A Ebook.VCU 1
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 2
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
C th chia qu trnh pht trin ca logistics kinh doanh trn th gii thnh 5 giai
on: workplace logistics (logistics ti ch), facility logistics (logistics c s sn xut),
corporate logistics (logistics cng ty), supply chain logistics (logistics chui cung ng),
global logistics (logistics ton cu). Xem hnh 1.1
Logistics ti ch l dng vn ng ca nguyn vt liu ti mt v tr lm vic. Mc
ch ca workplace logistics l hp l ho cc hot ng c lp ca mt c nhn hay ca
mt dy chuyn sn xut hoc lp rp.L thuyt v cc nguyn tc hot ng ca
workplace logistics c a ra cho nhng nhn cng lm vic trong lnh vc cng nghip
trong v sau chin tranh th gii th II. im ni bt ca workplace logistics l tnh t
chc lao ng c khoa hc.
Logistics c s sn xut l dng vn ng ca nguyn liu gia cc xng lm vic
trong ni b mt c s sn xut. C s sn xut c th l 1 nh my, 1 trm lm vic
trung chuyn, 1 nh kho, hoc 1 trung tm phn phi. Mt facility logistics c ni n
tng t nh l mt khu gii quyt cc vn m bo ng v nguyn vt liu
phc v cho sn xut i tr v dy chuyn lp rp my mc (do my mc khng ng nht
gia nhng nm 1950 v 1960).
Khoa A Ebook.VCU 3
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Phm vi v nh hng
Global
Global
logistics
Supply logistics
Supply
chain
chain
logistics
Corporat logistics
Corporat
e
e logistics
Facility logistics
Facility
logistic
logistic
Worplacs s
Worplac
e
e logistics
logistics
Hnh 1.1: Lch s pht trin logistics kinh doanh t 1950 n nay.
Logistics cng ty* l dng vn ng ca nguyn vt liu v thng tin gia cc c s
sn xut v cc qu trnh sn xut trong mt cng ty. Vi cng ty sn xut th hot ng
logistics din ra gia cc nh my v cc kho cha hng, vi mt i l bn bun th l
gia cc i l phn phi ca n, cn vi mt i l bn l th l gia i l phn phi
v cc ca hng bn l ca mnh. Logistics cng ty ra i v chnh thc c p dng
trong kinh doanh vo nhng nm 1970. Giai on ny, hot ng logistics gn lin vi
thut ng phn phi mang tnh vt cht. Logistics kinh doanh tr thnh qu trnh m mc
tiu chung l to ra v duy tr mt chnh sch dch v khch hng tt vi tng chi ph
logistics thp.
Khoa A Ebook.VCU 4
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Logistics chui cung ng Pht trin vo nhng nm 1980, quan im ny nhn nhn
logistics l dng vn ng ca nguyn vt liu, thng tin v ti chnh gia cc cng ty (cc
xng sn xut, cc c s trong cng ty) trong mt chui thng nht. l mt mng li
cc c s h tng (nh my, kho hng, cu cng, ca hng), cc phng tin (xe ti, tu
ho, my bay, tu bin) cng vi h thng thng tin c kt ni vi nhau gia cc nh
cung ng ca mt cng ty v cc khch hng ca cng ty . Cc hot ng logistics (dch
v khch hng, qun tr d tr, vn chuyn v bo qun hng ho) c lin kt vi
nhau thc hin cc mc tiu trong chui cung ng (Hnh 1.2). im nhn trong chui
cung ng l tnh tng tc v s kt ni gia cc ch th trong chui thng qua 3 dng
lin kt:
- Dng thng tin: dng giao v nhn ca cc n t hng, theo di qu trnh dch
chuyn ca hng ho v chng t gia ngi gi v ngi nhn
- Dng sn phm: con ng dch chuyn ca hng ho v dch v t nh cung cp
ti khch hng, m bo ng v s lng v cht lng
- Dng ti chnh: ch dng tin bc v chng t thanh ton gia cc khch hng v
nh cung cp, th hin hiu qu kinh doanh.
dch v
logistics
Dng thng Dng sn Dng tin t
tin phm
Khoa A Ebook.VCU 5
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Trong chui cung ng, logistics bao trm c hai cp hoch nh v t chc. Cp
th nht i hi phi gii quyt vn ti u ho v tr ca cc ngun ti nguyn. Cp
th hai lin quan n vic ti u ho cc dng vn ng trong h thng. Trong thc t, h
thng logistics cc quc gia v cc khu vc c nhiu im khc nhau nhng u c im
chung l s kt hp kho lo, khoa hc v chuyn nghip chui cc hot ng nh
marketing, sn xut, ti chnh, vn ti, thu mua, d tr, phn phi t c mc tiu
phc v khch hng ti a vi chi ph ti thiu. Trong iu kin Vit Nam hin nay y l
khi nim thch hp c th s dng.
Logistics ton cu l dng vn ng ca nguyn vt liu, thng tin v tin t gia cc
quc gia. N lin kt cc nh cung ng ca cc nh cung ng vi khch hng ca khch
hng trn ton th gii. Cc dng vn ng ca logistics ton cu tng mt cch ng k
trong sut nhng nm qua. l do qu trnh ton cu ho trong nn kinh t tri thc, vic
m rng cc khi thng mi v vic mua bn qua mng. Logistics ton cu phc tp hn
nhiu so vi logistics trong nc bi s a dng phc tp hn trong lut chi, i th cnh
tranh, ngn ng, tin t, mi gi, vn ho, v nhng ro cn khc trong kinh doanh quc t.
Logistics th h sau, c rt nhiu l thuyt khc nhau v giai on tip theo sau
ca logistics. Nhiu nh kinh t cho rng: logistics hp tc (collaborative logistics) s l
giai on tip theo ca lch s pht trin logistics. l dng logistics c xy dng da
trn 2 kha cnh -- khng ngng ti u ho thi gian thc hin vi vic lin kt gia tt c
cc thnh phn tham gia trong chui cung ng. Mt s ngi khc li cho rng: giai on
tip theo l logistics thng mi in t (e- logistics) hay logistics i tc th 4 (fourth-
party logistics). l hnh thc m mi hot ng logistics s c thc hin bi nh cc
cung ng logistics th 3, ngi ny s b kim sot bi mt ng ch hay cn gi l nh
cung ng th 4, c quyn nh l mt tng gim st.
Hin nay cc l thuyt v qun l v h thng thng tin vn khng ngng c ci
tin nn trong tng lai logistics s vn gi mt vai tr quan trng trong s thnh cng hay
tht bi ca hu ht cc cng ty v logistics s vn tip tc m rng quy m v nh hng
ca mnh ti hot ng kinh doanh. Trong thc t, logistics ang l mt ngnh c tc
tng trng ln trong c cu cc ngnh kinh t ca cc quc gia, c bit l cc quc gia
ang pht trin. Nhng khuynh hng c bn tc ng n s gia tng mnh m ca
logistics hin nay bao gm:
- S gia tng quyn lc hp php ca ngi tiu dng. Khch hng ngy nay tr
nn thng minh v mnh m hn nh vo lng thng tin m h tip thu qua mng internet
v nhiu knh truyn thng khc nhau. Vic nh gi cc nh cung cp c m rng
qua nhiu yu t trung gian nh catalog, mng internet, v phng tin khc. Khch hng
c nhiu c hi so snh, la chn chnh xc v gi, cht lng, dch vgia nhiu nh
cung cp khc nhau. H c xu hng la chn nhng nh cung cp c dch v hon ho
Khoa A Ebook.VCU 6
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
hn, thc y cc doanh nghip phi ch n cht lng dch v cung ng ca mnh.
- Khuynh hng nhn khu thay i. S gia tng cc gia nh i v c thn lm cho
nhu cu thi gian tng ln. H mun cc nhu cu ca mnh phi c p ng nhanh
chng v thun tin hn theo k hoch nh sn. 24 gi trong ngy v 7 ngy trong tun h
yu cu cc sn phm phi p ng vi thi gian nhanh nht. Nhn thc ca ngi cao tui
cng thay i, theo h ngi bn phi ch i ch khng phi l ngi mua. Khch hng
ngy nay khng trung thnh nh trc v khng kin nhn chp nhn cht lng km
mi lnh vc. Cc l do trn i hi cc nh cung cp phi gia tng ng k cc mc dch
v cho khch hng. Nu cc nh bn l m ca 24 gi trong ngy p ng iu ny th
cng i hi cc nh cung cp bn bun, cc nh sn xut c lin quan phi hot ng vi
cng sut phc v cao hn. Tc ng ny khi ng c chui cung ng v hot ng
logistics ca cc thnh vin tng trng theo.
- S thay i sc mnh trong chui cung cp. Trc y cc nh sn xut ng vai tr
quyt nh trong knh phn phi, h thit k, sn xut, xc tin v phn phi cc sn phm
v thng hiu ca mnh qua cc trung gian bn bun, bn l. Vo nhng nm 1980-1990,
trong mt s chui cung ng xut hin khuynh hng lin kt gia cc nh bn l v hnh
thnh cc t chc bn l khng l c sc mnh ln trong knh nh Wal-mark, Kmark,
Home depotc nng lc tim tng trong phn phi. Chnh xu hng ny lm thay
i sc mnh trong knh, sc mnh lin kt kinh t ca cc nh bn l trong knh phn
phi thc y cc nh bn l ln s dng chin lc cnh tranh gi thp. iu ny ch
c th t c da trn mt h thng cung ng vi cc hot ng logistics hiu qu c chi
ph thp. y l nhn t thc y ngnh logistics tng trng v pht trin p ng i
hi ca cc doanh nghip bn l v cc thnh vin khc trong chui cung cp.
- S pht trin ca thng mi in t (E-commerce) ph v cc gii hn v
khng gian v thi gian trc y trong kinh doanh, thay th nhiu knh phn phi truyn
thng (Traditional commerce), ng thi to ra nhng knh phn phi mi vi yu cu cao
v tc cung ng, chnh xc, kh nng p ng khch hng ti mi ni, mi lc
lm thay i bn cht ca hot ng logistics. Logistics ngy nay thc s tr thnh mt
yu t tin quyt cho vic to ra cc gi tr gia tng cho khch hng v doanh nghip. Vic
qun l tt cc yu t c bn ca logistics lun l l do chnh cho nn tng v thnh cng
vng chc ca cc cng ty trong thi i @.
1.1.2 Phn loi cc hot ng logistics
Th k 21, logistics pht trin m rng sang nhiu lnh vc v phm vi
khc nhau. Di y l mt s cch phn loi thng gp:
Khoa A Ebook.VCU 7
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 8
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
vic cung cp mc dch v khch hng mong i c tnh chin lc mc chi ph thp
nht.
d. Theo hng vn ng vt cht
- Logistic u vo ( Inbound logistics) Ton b cc hot ng h tr dng nguyn
liu u vo t ngun cung cp trc tip cho ti cc t chc.
- Logistic u ra ( Outbound logistics) Ton b cc hot ng h tr dng sn phm
u ra cho ti tay khch hng ti cc t chc
- Logistic ngc ( Logistics reverse) Bao gm cc dng sn phm, hng ha h
hng, km cht lng, dng chu chuyn ngc ca bao b i ngc chiu trong knh
logistics.
e. Theo i tng hng ha
Cc hot ng logistics c th gn lin vi c trng vt cht ca cc loi sn phm.
Do cc sn phm c tnh cht, c im khc nhau i hi cc hot ng logistics khng
ging nhau. iu ny cho php cc ngnh hng khc nhau c th xy dng cc chng
trnh, cc hot ng u t, hin i ha hot ng logistics theo c trng ring ca loi
sn phm ty vo mc chuyn mn ha, hnh thnh nn cc hot ng logistics c th
vi cc i tng hng ha khc nhau nh:
- Logistic hng tiu dng ngn ngy
- Logistic ngnh t
- Logistic ngnh ha cht
- Logistic hng i t
- Logistic ngnh du kh
- v.v.
1.1.3 V tr v vai tr ca logistics
Ngnh logistics c v tr ngy cng quan trng trong cc nn kinh t hin i v c
nh hng to ln n s pht trin kinh t ca cc quc gia v ton cu. Phn gi tr gia
tng do ngnh logistics to ra ngy cng ln v tc ng ca n th hin r di nhng
kha cnh di y:
- Logistics l cng c lin kt cc hot ng kinh t trong mt quc gia v ton
cu qua vic cung cp nguyn liu, sn xut, lu thng phn phi, m rng th
trng. Trong cc nn kinh t hin i, s tng trng v s lng ca khch hng thc
y s gia tng ca cc th trng hng ha v dch v trong nc v quc t. Hng nghn
Khoa A Ebook.VCU 9
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 10
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Sn xut Market
dch v ing
cht mua vt
Logistic khch
lng s sn
liu hng
lch phm
a nh
gi c
sn xut im sx vn gi
phn
thit chuyn ng
phi
b d tr gi
giao
cng x l h a
tip
kho bi im
bn l Cc hot ng
Cc hot ng
phi hp gia phi hp gia
sn xut v hu marketing v hu
cn cn
Khoa A Ebook.VCU 11
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Hnh 1.3: Quan h gia chc nng logistics vi chc nng sn xut
Hn th na, trong giai on hin nay, ti cc quc gia pht trin, qun tr logistics
cn c ghi nhn nh mt thnh t quan trng trong vic to ra li nhun v li th cnh
tranh cho cc t chc. Vai tr ca n th hin rt r nt ti cc doanh nghip vn hnh theo
c ch th trng.
- Logistics nng cao hiu qu qun l, gim thiu chi ph sn trong qu trnh
sn xut, tng cng sc cnh tranh cho doanh nghip. Quan im marketing cho rng,
kinh doanh tn ti da trn s tha mn nhu cu khch hng v cho thy 3 thnh phn ch
yu ca khi nim ny l s phi hp cc n lc marketing, tha mn khch hng v li
nhun cng ty. Logistics ng vai tr quan trng vi cc thnh phn ny theo cch thc
khc nhau. N gip phi hp cc bin s marketing mix, gia tng s hi lng ca khch
hng, trc tip lm gim chi ph, gin tip lm tng li nhun trong di hn.
- Logistics to ra gi tr gia tng v thi gian v a im: Mi sn phm c
sn xut ra lun mang mt hnh thi hu dng v gi tr (form utility and value) nht
nh vi con ngi. Tuy nhin c khch hng tiu th, hu ht cc sn phm ny cn
c nhiu hn th. N cn c a n ng v tr, ng thi gian v c kh nng trao i
vi khch hng. Cc gi tr ny cng thm vo sn phm v vt xa phn gi tr to ra
trong sn xut c gi l li ch a im, li ch thi gian v li ch s hu (place, time
and possession utility). Li ch a im l gi tr cng thm vo sn phm qua vic to
cho n kh nng trao i hoc tiu th ng v tr. Li ch thi gian l ga tr c sng to
ra bng vic to ra kh nng sn phm ti ng thi im m khch hng c nhu cu,
nhng li ch ny l kt qu ca hot ng logistics. Nh vy Logistics gp phn to ra
tnh hu ch v thi gian v a im cho sn phm, nh m sn phm c th n ng
v tr cn thit vo thi im thch hp. Trong xu hng ton cu ha, khi m th trng
tiu th v ngun cung ng ngy cng tr nn xa cch v mt a l th cc li ch v thi
gian v a im do logistics mang tr nn c bit cn thit cho vic tiu dng sn phm
- Logistics cho php doanh nghip di chuyn hng ha v dch v hiu qu n
khch hng: Logistics khng ch gp phn ti u ha v v tr m cn ti u ha cc dng
hng ha v dch v ti doanh nghip nh vo vic phn b mng li cc c s kinh
doanh v iu kin phc v ph hp vi yu cu vn ng hng ha. Hn th na, cc m
hnh qun tr v phng n ti u trong d tr, vn chuyn, mua hngv h thng thng
tin hin i s to iu kin a hng ha n ni khch hng yu cu nhanh nht vi
chi ph thp, cho php doanh nghip thc hin hiu qu cc hot ng ca mnh
- Logistics c vai tr h tr nh qun l ra quyt nh chnh xc trong hot
ng sn xut kinh doanh, l mt ngun li tim tng cho doanh nghip: Mt h
Khoa A Ebook.VCU 12
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
thng logistics hiu qu v kinh t cng tng t nh mt ti sn v hnh cho cng ty. Nu
mt cng ty c th cung cp sn phm cho khch hng ca mnh mt cch nhanh chng vi
chi ph thp th c th thu c li th v th phn so vi i th cnh tranh. iu ny c
th gip cho vic bn hng mc chi ph thp hn nh vo h thng logistics hiu qu
hoc cung cp dch v khch hng vi trnh cao hn do d to ra uy tn. Mc d khng
t chc no ch ra phn vn qu ny trong bng cn i ti sn nhng cn phi tha nhn
rng y l phn ti sn v hnh ging nh bn quyn, pht minh, sng ch, thng hiu
1.2 Ni dung c bn ca qun tr Logistics
1.2.1 Khi nim v m hnh qun tr logistics .
Trong phm vi mt doanh nghip, qun tr logistics c hiu l mt b phn
ca qu trnh chui cung ng, bao gm vic hoch nh, thc hin v kim sot c hiu
lc, hiu qu cc dng vn ng v d tr hng ha, dch v cng cc thng tin c
lin quan t im khi u n cc im tiu th theo n t hng nhm tho mn
yu cu ca khch hng. Quan im ny c khi qut ho trong hnh 1.4.
Quyt nh qun tr
Khoa A Ebook.VCU 13
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 14
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 15
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
l so vi khch hng, hoc c th ti hng tun (trong cc tnh hung bun bn a quc
gia). D nhin phn ln khch hng u mun nhn c cng nhanh cng tt, v vy tc
cung ng nhanh gp phn lm tng s tha mn khch hng. Tuy nhin vic tng tc
cung ng dch v thng i hi chi ph ln do doanh nghip cn tm ra cc cu trc
knh phn phi vt cht c tc cung ng v chi ph ph hp. V d vic lu tr mt s l-
ng dng c y t c gi tr ln ti kho trung tm cng vi vic giao hng bng ng
hng khng c th l ph hp vi yu cu ca khch hng v c th t tn km hn vic
duy tr mt khi lng hng ho phn tn trn th trng. Cn ch rng, ch tiu tc
cung ng l nhn thc ca khch hng v tng thi gian hot ng cn thit nhn hng,
chnh l c s thch hp duy nht nh gi tc cung ng nhanh hay chm do
cn nghin cu c th nm c yu cu ca mi khch hng.
S chnh xc ca vng quay n t hng, cn gi l n nh thi gian giao
hng. Ch tiu s chnh xc ca vng quay n hng thng nh gi khong thi gian
ca mt vng quay n t hng vt qu khong thi gian cho php hoc mong i. Khi
nh gi kh nng cung ng dch v khch hng, i khi ch tiu c coi l quan trng
hn ch tiu thi gian cung ng, bi l trong iu kin cung ng hin i, cc phng thc
cung ng i hi s tn tr l nh nht trong iu kin c th nn thi gian cn chnh xc
p ng tt cc yu cu kinh doanh nhng gim thiu c chi ph d tr.
Cc doanh nghip thng da vo nh cung cp gim s lng hng trong kho
ng thi li lun cn duy tr mt lng hng ln sn c cho khch hng nn s chnh xc
ca thi giao hng l rt quan trng. Trn thc t khong thi gian cn thit cho bt c hot
ng no trong 5 hot ng ca chu k t hng c th ln hn hoc nh hn so vi thi
gian mong i nn s ph hp ca ton b vng quay s l tng thi gian cn thit tin
hnh tt c cc hot ng ring l. V d c th b p s chm tr trong vic la chn v
chun b n t bng vic thu phng tin vn chuyn tc cao c th giao hng
ng thi hn.
Tnh linh hot cp ti kh nng ca mt cng ty trong vic iu phi cc ngun
lc p ng cc yu cu v dch v c bit ca khch hng. Trong cc hot ng phn
phi s linh hot c th gip khc phc s tht bi trong cung ng dch v hoc c th l
cch thc hay c dng tha mn tt hn nhng i hi c bit no ca khch
hng. V d khi xut mt mt hng quan trng nhm phc v cho mt khch hng quan
trng, cng ty c th nng ng s dng phng tin vn chuyn c tc cao. Vi kh
nng hot ng linh hot nh vy nhng tht bi trong cung ng dch v c th c hn
ch.
Ngoi ra, da trn yu cu ca khch hng, nh phn phi c th quyt nh s dng
cc phng n d kin khc nhau trong vic cung ng dch v theo yu cu khch hng. V
d phng n thng thng ca cng ty trong phc v khch c th l vn chuyn trc tip
Khoa A Ebook.VCU 16
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
mt khi lng hng cht y phng tin t ni sn xut ti kho ca khch hng. Nhng
i khi khch hng yu cu giao hng trc tip ti kho ngi s dng, cng ty c th phi
chuyn ch nhiu loi sn phm hn hp t kho hng. V th cng ty cung ng phi t ra
k hoch v kh nng phn phi hng mt cch linh hot nhm p ng yu cu c bit
ca khch hng. iu ny cho php tha mn khch hng mt cch cao hn, v mc
linh hot p ng cc yu cu ca khch hng chnh l mt ch tiu quan trong nh gi
kh nng cung ng dch v.
Cn kt hp 3 tiu chun trn o lng chnh xc kh nng cung ng dch v do
cc hot ng logistics to ra. Tc cung ng l quan trng nhng s ph hp theo thi
gian cn quan trng hn. Nhm pht huy ti a hiu qu ca cc hot ng logistics, hu
ht cc t chc u da vo kh nng linh hot b sung cho cc hot ng thng th-
ng. Cng cn d kin cc phng n phn phi linh hot hoc c kh nng thay th ln
nhau nhm b p cho tnh hung bt ng hoc nhm p ng cc nhu cu c bit ca
khch hng.
a3. tin cy dch v: tin cy dch v hay cht lng phc v cp ti kh
nng ca mt cng ty thc hin hon ho cc hot ng p ng n t hng theo nhn
thc ca khch hng.
Ton b qu trnh phc v khch hng u cp ti vic tha mn yu cu ca
khch hng, do cht lng phc v c xem xt trc ht vi 2 ch tiu: s sn c ca
hng ho v kh nng cung ng dch v bi v y l 2 ch tiu quan trng p ng c
s mong i ca khch hng. Ngoi ra cc ch tiu v s an ton cho hng ha nh vn
chuyn hng khng gy thit hi, cc vn n chnh xc hoc hon ho, thc hin tr hng
an ton, cung cp thng tin nhanh chng v chnh xc, thi phc v thin ch hoc kh
nng nhanh chng gii quyt cc vn ny sinh cng c s dng nh gi cht
lng phc vNhng ch tiu ny tt nhin l rt kh c th nh gi hoc nh lng.
Cc qu trnh logistics h tr cho cc hot ng kinh doanh lun nhm p ng s
mong i thng xuyn ca khch hng v vic cung ng hng ho vi dch v c cht l-
ng cao nht trong mi n hng hin ti cng nh tng lai. Nhng cng ty tri hn hn
v cht lng phc v u c t nht 3 c im:
Th nht, h s dng cc c cu c th gip khch hng tip nhn mt cch chnh
xc v kp thi cc thng tin v n t hng v cc yu cu khc c lin quan n dch v.
Th hai, cc hng cam kt cung ng dch v vi cht lng cao cn tin hnh cc
cch thc p ng cc yu cu v i hi c bit ca khch hng m khng phi tr
hon ch chp nhn ca cp trn hoc sa sai. Do vic trao quyn cho cc cp a ra
quyt nh kp thi trn c s nhng nh gi ng n ca h s to iu kin rt ln
t c mc tiu phc v vi cht lng cao.
Khoa A Ebook.VCU 17
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Th ba, ngi qun l, iu hnh cc hot ng dch v cung ng cho khch hng
khi phi ng u vi cc tnh hung bt ng hoc cc kh khn nguy him thng bc l
ci gi l kh nng to ra s phc v ng kinh ngc. l kh nng a ra gii php thch
ng hay cp ti mt ngh thut qun l d bo trc c nguy c xy ra b trong
cung ng dch v v gii quyt vn nhanh nht to s trung thnh vi khch hng vi
cng ty.
b. Chi ph logistics v quan im qun tr logistics
Mt nhim v quan trng khc ca qun tr logistics l gim chi ph trong khi vn
m bo cht lng dch v khch hng. Theo kt qu iu tra th cc ngnh kinh doanh
khc nhau c mc chi ph logistics khc nhau. Trong nhiu ngnh, chi ph logisics c th
vt qu 25% chi ph sn xut. Do nu qun tr logisics tt c th tit kim c mt
khon chi ph ng k, gp phn tng li nhun ca cng ty. Bn cnh , qun tr logisics
tt cn gp phn tng tc chu chuyn v rt ngn thi gian thu hi vn. Tng chi ph
logisics c hnh thnh t chi ph ca cc hot ng cu thnh, bao gm 6 loi chi ph ch
yu:
- Chi ph dch v khch hng: Chi ph dch v khch hng bao gm cc chi ph
hon tt nhng yu cu ca n t hng (chi ph phn loi, kim tra, bao b ng gi, dn
nhn); chi ph cung cp dch v, hng ha; chi ph gii quyt tnh hung hng b
tr li chi ph dch v khch hng lin quan mt thit vi cc khon chi ph vn ti, chi
ph d tr v chi ph cho cng ngh thng tin.
- Chi ph vn ti: Chi ph vn ti l mt trong nhng khon ln nht trong chi ph
logisics. Chi ph vn ti chu s nh hng ca nhiu yu t nh: loi hng ho, quy m l
hng, tuyn ng vn ti Chi ph vn ti ca mt n v hng ho (cc ph) t l
nghch vi khi lng vn ti v vi qung ng vn chuyn.
- Chi ph kho bi: Chi ph qun l kho nhm m bo cho cc nghip v kho c
din ra sun s, trong mt s trng hp bao gm c chi ph thit k mng li kho chi ph
kho st, chn a im v xy dng kho hng. Tuy nhin s lng kho hng c nh hng
n dch v khch hng v doanh thu ca cng ty nn cn phn tch, tnh ton k lng
cn bng gia chi ph qun l kho, chi ph d tr, chi ph vn ti vi khon doanh thu c
th b tng hoc gim tng ng khi quyt nh s lng kho cn c trong h thng
logisics.
- Chi ph x l n hng v h thng thng tin: h tr dch v khch hng v
kim sot chi ph mt cch hiu qu cn b ra mt khon chi ph khng nh trao i
thng tin vi khch hng v cc b phn c lin quan nhm gii quyt n t hng, thit
lp cc knh phn phi, d bo nhu cu th trng. Chi ph ny cng lin quan n chi ph
qun l kho, d tr, sn xut
Khoa A Ebook.VCU 18
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
- Chi ph thu mua ( c l hng theo yu cu) Khon chi ph ny dng cho thu
gom, chun b hng cung cp cho khch. Bao gm nhiu khon chi ph nh: xy dng c
s gom hng; tm nh cung cp ; Mua v tip nhn nguyn vt liu
- Chi ph d tr: Hot ng logisics to ra chi ph d tr. Chi ph ny tng gim tu
theo s lng hng ho d tr nhiu hay t. C 4 loi chi ph d tr: (1)Chi ph vn hay chi
ph c hi, khon chi ph ny cng ty c th thu hi li c. (2)Chi ph dch v d tr,
gm c bo him v thu nh trn lng d tr. (3)Chi ph mt bng kho bi, chi ph ny
thay i theo mc d tr.(4)Chi ph phng nga ri ro, khi hng ho b li thi, mt
cp h hng
Gia cc loi chi ph logistics c mi quan h tng h, tc ng qua li v nh
hng ln nhau, chi ph n rng buc hu c vi chi ph kia th hin qua hnh1.5.
CF Dch v KH
CF Vn ti CF D tr
CF X l h &
ttin
Khoa A Ebook.VCU 19
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 20
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 21
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 22
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 23
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Nht bnrt pht trin, v cc l thuyt cng nh m hnh qun l logistics cng c
nhiu khc bit nn vic nghin cu l thuyt, tip thu kinh nghim ca cc quc gia i
trc l ht sc cn thit. Tuy nhin vic ng dng linh hot v trin khai sng to nhm
t hiu qu trong thc t i nh qun tr phi c ci nhn bin chng v lch s. Va phi
c tm nhn chin lc khi qut, di hn, va phi quan tm ti ngun lc thc t ti
doanh nghip, cng cn ch n nhng tc nghip chi tit, c th, v bit cch phi hp
cht ch logistics vi cc chc nng khc trong doanh nghip. Ngi hc cn c kh nng
vn dng cc phng php d on, thng k, phn tch, m hnh ha, cc cng c thu thp
v x l thng tin, s liu hin i h tr cho vic gii quyt cc vn logistics trong
thc t .
Cng cn nhn thc rng, logistics l mt ngnh khoa hc c tc pht trin rt
nhanh trong nhng giai on c nhiu tin b khoa hc, cng ngh v k thut vt bc
ca nhn loi hin nay, vic p dng cc thnh tu ny vo ngnh hc l tt yu, dn n
nhng thay i lin tc v quan im qun tr, cc m hnh qun l, cc phng php k
thut.trong ngnh logistics. Kh nng nhn thc cc bin i ca mi trng, vn dng
linh cc phng php t duy, to ra ci nhn sc bn v linh hot chnh l cha kha nm
bt v lm ch mn khoa hc ny.
1.3.2 Ni dung mn hc qun tr logistics kinh doanh
Vi quan im tip cn hot ng logistics nh mt chc nng c lp trong h
thng cc chc nng kinh doanh c bn ca doanh nghip, ng thi cung cp cc kin
thc thit thc cho vn dng vo thc tin hin nay Vit Nam, mn hc ch trng vo
cc ni dung tc nghip m khng i su vo cc quyt nh tm chin lc. Cc vn c
bn ca qun tr logistics kinh doanh c chia thnh 6 chng tun th tin trnh qun tr
c bn ca cc doanh nghip.
Chng1 Tng quan v qun tr logistics trnh by khi qut s pht trin, chc
nng, mc tiu, m hnh qun tr logistics v cc hot ng c bn ca qun tr logistics ti
cc doanh nghip.
Chng 2. Dch v khch hng
Chng 3 Qun tr d tr
Chng 4 Qun tr vn chuyn
Chng 5 Qun tr cc hot ng logistics h tr
L cc chng trng tm vo hot ng k hoch ha cc nghip v logistics chnh
yu v b tr ti cc doanh nghip sn xut kinh doanh nhm ti u ha cc ngun lc
logistics qua cc quyt nh la chn, sp xp, s dng cc phng n thay th tim nng.
Chng 6 T chc v kim sot logistics ti doanh nghip. Cung cp cc m
hnh c bn v t chc, cc ch tiu v phng php kim tra, nh gi h thng logistic
nhm hon thin, ci tin v i mi lin tc qu trnh qun tr logistics ti doanh nghip.
Khoa A Ebook.VCU 24
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Vi s pht trin nhanh chng ca hot ng logistics ti Vit Nam giai on hin
nay, cc kin thc v qun tr logistics s c thng xuyn nghin cu, b xung v cp
nht thch nghi vi yu cu ca giai on mi.
-------------------------------------------------------------------
Tm tt chng 1
Trong giai on hin nay, logistics ang tr thnh mt hot ng c tnh sng cn
cho cc doanh nghip trong xu th ton cu ha
Chng 1 gii thiu khi qut v s i v pht trin ca logistics trong kinh doanh
hin i. Nhn mnh vo vai tr v tm quan trng ca logistics ti cc quc gia v mt
doanh nghip, ng thi ch ra c im ca logistics trong mt s lnh vc c th qua ni
dung phn loi. Vic phn loi cn cho thy v tr, tm quan trng v mc nh hng
ca hot ng logistics trong nhiu lnh vc khc nhau.
Ni dung chnh ca chng 1 tp trung lm r khi nim, m hnh qun tr logistics
t cch tip cn m ca doanh nghip vi mi trng v chui cung ng, xc nh cc mc
tiu c bn ca qun tr logistics v cung cp mt ci nhn tng qut v cc hot ng qun
tr logistics c bn v h tr ti doanh nghip nh dch v khch hng, d tr, vn chuyn,
mua hng,. Ni dung ca cc hot ng ny cho thy v tr v vai tr ca chng trong
vic p ng cc mc tiu ca qun tr logistics. Mi quan h gia cc hot ng ny qua
cc tng quan chi ph cho thy cn phi qun tr cc hot ng logistics theo quan im
h thng to ra kh nng tch hp li ch ca tng n lc v mang li hiu qu ln nht
cho doanh nghip. Ni mt cch khc l qun tr logistics hin i khng dng li vic
nu ln li th cnh tranh t phn gi tr ga tr gia tng do n to ra m cn ch ra cch
thc cc doanh nghip ti u ha cht lng dch v khch hng qua cc phng n
phi hp logistics hiu qu.
L mt mn hc mi c tnh bt buc trong h thng chng trnh o to ca
trng i hc Thng mi, chng 1 cng ch gii thiu ton b ni dung cc chng
hc v cung cp phng php nghin cu nhm gip ngi c nhanh chng tip cn v
hiu bit cc vn mt cch khoa hc.
Khoa A Ebook.VCU 25
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 26
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
ty. Tuy nhin trong thc t c nhiu cch tip cn khi nim ny.
- Theo cc nh qun tr marketing, sn phm bao gm tt c cc yu t hu hnh v
v hnh m doanh nghip cung cp cho khch hng, thng chia lm 3 mc (1) li ch
ct li, (2) sn phm hin hu; (3) li ch gia tng. Dch v khch hng c xem l lp
th 3 ny.
- Theo cc nh qun tr dch v, khi nim dch v v dch v khch hng l hon
ton khc nhau. Dch v ni n cc li ch tha mn nhu cu chc nng ca khch hng
nhng chng v hnh, ni mt cch khc, chng l cc sn phm chnh yu ca qu trnh
nhng chng v hnh. Dch v khch hng l cc dch v km theo hon thnh qu trnh
giao dch marketing. Nh vy d sn phm l hu hnh hay v hnh u c dch v khch
hng km theo.
- Theo quan im ngnh logistics, th dch v khch hng lin quan ti cc hot
ng lm gia tng gi tr trong chui cung ng. ng gc ny, dch v khch hng l
1 qu trnh din ra gia ngi bn, ngi mua v ngi cung ng dch v logistics (nu
ngi bn khng nng lc t cung cp dch v ti khch hng). Kt thc qu trnh ny
th sn phm hng ho hoc dch v c tng thm mt gi tr no , gi tr ny trong
trao i ngn hn khng mang nhiu ngha lm nhng trong di hn c th l nhn t to
cc mi quan h lu di. Cc gi tr ny cng c th c chia s gia cc bn tham gia.
Cc quan im trn cho thy dch v khch hng c cc c im chung sau:
- Dch v khch hng l dch v i km vi cc sn phm chnh yu nhm cung cp
s tha mn ti a cho khch hng khi i mua hng. Nhu cu v dch v khch hng l nhu
cu pht sinh khi khch hng i mua sm, y chnh l nhng li ch m khch hng c
th hng khi i mua hng.
- Dch v khch hng mang tnh v hnh v to ra phn gi tr cng thm hu ch
cho sn phm. Dch v khch hng khng th tn tr nn khng tch ri khi s phn phi
dch v do thi gian v a im phn phi dch v l rt quan trng. u ra ca dch v
khch hng rt a dng v khng n nh do tnh a dng ca ngi cung cp v ngi
c phc v nn thng gp kh khn trong vic nh gi v kim sot cht lng.
- Dch v khch hng c s lin h cao vi khch hng nn i hi cc k nng
phc v cao, nhng cc kinh nghim quan st c t dch v khch hng v tip thu trc
tip t khch hng s lm pht sinh tng v dch v mi v nhng iu kin thun li
ci tin dch v ang tn ti.
- Do nhu cu ca ngi tiu dng v dch v khch hng hng ngy cng cao nn
loi dch v ny ngy cng c tiu th nhiu hn sn phm, v vy cng c nhiu c hi
thnh cng hn sn phm. Mt khc cc i th cnh tranh c th nhanh chng sao chp
cc dch v mi v ci tin tng mi v dch v. Kt qu l s xut hin cc dch v
Khoa A Ebook.VCU 27
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
mi v gii thiu cc dch v ci tin cn nhanh hn vic gii thiu cc sn phm mi.
Chnh v vy dch v khch hng ngy cng c vai tr quan trng trong cnh tranh
T cc gc tip cn trn c th khi qut nh ngha, dch v khch hng l qu
trnh sng to & cung cp nhng li ch gia tng trong chui cung ng nhm ti a ho
tng gi tr ti khch hng*.
Trong phm vi mt doanh nghip, dch v khch hng cp n mt chui cc hot
ng c bit nhm p ng nhu cu mua sm ca khch hng thng bt u bng hot
ng t hng v kt thc bng vic giao hng cho khch. Trong mt s trng hp c th
tip tc vi cc dch v vn ti, bo dng v cc k thut h tr khc.
Dch v khch hng c coi l mt trong nhng cch thc nh cng ty c c
kh nng phn bit sn phm, duy tr s trung thnh ca khch hng, tng doanh thu v li
nhun. Dch v khch hng thng xuyn nh hng ti mi lnh vc ca mt doanh
nghip qua vic cung ng s tr gip hoc phc v khch hng nhm t c s hi lng
cao nht.
2.1.2 Cc nhn t cu thnh dch v khch hng
Dch v khch hng c cu thnh t mt s yu t c bn, cc nhn t ny nh
hng n chi ph ca c ngi mua v ngi bn. y cng l cc cn c xc nh tiu
chun o lng dch v khch hng
a. Thi gian:
Nhn t gc khch hng, thi gian l yu t quan trng cung cp li ch mong i
khi khch hng i mua hng, thng c o bng tng lng thi gian t thi im khch
hng k n t hng ti lc hng c giao hay khong thi gian b xung hng ha trong
d tr. Khong thi gian ny nh hng n li ch kinh doanh ca khch hng l t chc
v li ch tiu dng ca khch hng l cc c nhn. Tuy nhin ng gc ngi bn
khong thi gian ny li c th hin qua chu k t hng v khng phi lc no cng
thng nht vi quan nim ca ngi mua.
b. tin cy:
Ni ln kh nng thc hin dch v ph hp v ng thi hn ngay ln u tin. Vi
mt s khch hng, hoc trong nhiu trng hp tin cy c th quan trng hn khong
thi gian thc hin n hng t. tin cy thng c th hin qua mt s kha cnh.
- Dao ng thi gian giao hng: trc tip nh hng ti mc hng d tr trong kho
v chi ph thiu hng. Khch hng c th ti thiu ha lng hng d tr trong kho nu
khong thi gian t hng c nh. Ngha l, nu bit chc chn 100% khong thi gian
cung ng l 10 ngy, c th iu chnh mc hng tn kho cho ph hp vi nhu cu (vic
*
Customer service is a process for providing competitive advantage & adding benefits to the supply chain in order to
maximize the total value to the ultimate customer (Coyle J.J. et al, 2007).
Khoa A Ebook.VCU 28
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
tiu th sn phm) trung bnh trong khong thi gian 10 ngy v s khng phi d tr an
ton chng li s ht hng do s dao ng thi gian giao hng.
- Phn phi an ton . Phn phi an ton mt n hng l mc tiu cui cng ca bt
c h thng logistics no. Nh cp trn, hot ng logistics l im kt thc ca
chc nng bn hng. Khch hng khng th s dng hng ho nh mong mun nu hng
ha b h hng, mt mt. Phn phi hng khng an ton c th lm pht sinh chi ph bi
thng hoc chi ph hon tr li hng h hng cho ngi bn sa cha. Mt khc, n
lm gim s hi lng ca khch hng khi gp nhng sn phm khng mong mun do phi
tn thi gian khiu ni v ch sa cha nhng sai st ny.
- Sa cha n hng : tin cy cn bao gm c kha cnh thc hin cc n hng
chnh xc. Khch hng c th pht hin nhng sai st trong nhng chuyn hng m h
nhn c, iu ny buc h phi t li n hng hoc phi chn mua li t cc nh cung
cp khc, iu gy ra nhng tn tht v doanh s hoc mt i nhng c hi kinh doanh
tim nng.
c. Thng tin:
L nhn t lin quan n cc hot ng giao tip, truyn tin cho khch hng v hng
ha, dch v, qu trnh cung cp dch v mt cch chnh xc, nhanh chng, d hiu. Mt
khc, lin quan n thu thp cc khiu ni, xut, yu cu t pha khch hng gii p,
iu chnh v cung cp cc cho hng ph hp.
d. S thch nghi:
Thch nghi l cch ni khc v tnh linh hot ca dch v logistics trc nhng yu
cu a dng v bt thng ca khch hng. Do doanh nghip s lm khch hng hi
lng hn khi c mc linh hot cao. S thch nghi i hi phi nhn ra v p ng nhng
yu cu khc nhau ca khch hng bng ngun lc hu hn ca doanh nghip nn khng
d dng to ra mc linh hot cao cho mi khch hng.
2.1.3 Vai tr v tm quan trng ca dch v khch hng
Ty vo mc pht trin v tm nh hng khc nhau ti doanh nghip, dch v
khch hng th hin nhng vai tr khc nhau
a. Dch v khch hng nh mt hot ng
Mc t quan trng nht ca hu ht cc cng ty l xem xt dch v khch hng
n gin l mt hot ng. Cp ny coi dch v khch hng nh mt nhim v c bit
m doanh nghip phi hon thnh tho mn nhu cu khch hng. Gii quyt n hng,
lp ho n, gi tr hng, yu cu bc d l nhng v d in hnh ca mc dch v ny.
Khi cc hot ng dch v khch hng trong b phn logistics dng li mc hon
thin cc giao dch. Phng dch v khch hng ( Call centrer) l c cu chc nng chnh i
din cho mc dch v ny, nhim v c bn l gii quyt cc vn phn nn v cc khiu
Khoa A Ebook.VCU 29
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
ni ca khch hng
b. Dch v khch hng nh l thc o kt qu thc hin
Mc dch v ny nhn mnh vic o lng kt qu thc hin nh l t l % ca vic
giao hng ng hn v y ; s lng n hng c gii quyt trong gii hn thi gian
cho php. Vic xc nh cc thc o kt qu thc hin m bo rng nhng c gng trong
dch v ca cng ty t c s hi lng khch hng thc s. Tp trung vo thc o kt
qu thc hin dch v khch hng l rt quan trng v n cung cp phng php lng ha
s thnh cng trong vic thc hin tt cc chc nng ca h thng logistics ti doanh
nghip. Cc phng php ny cung cp nhng tiu chun lm thc o cho s ci tin
v c bit quan trng khi mt cng ty ang c gng thc hin chng trnh ci tin lin
tc.
c. Dch v khch hng nh l mt trit l.
Dch v khch hng nh l mt trit l co php m rng vai tr ca dch v khch
hng trong mt cng ty. Mc ny nng dch v khch hng ln thnh tho thun cam kt
ca cng ty nhm cung cp s tho mn cho khch hng thng qua cc dch v khch hng
cao hn. Quan nim ny ny coi s cng hin dch v khch hng bao trm ton b cng ty
v hot ng ca cng ty. Quan im ny rt ph hp vi vic coi trng qun tr s lng
v cht lng hin nay ca cng ty. Tuy nhin, n ch thnh cng khi coi phn gi tr tng
thm nh mc tiu ca trit l dch v khch hng.
Do c v tr tip xc trc tip vi khch hng, dch v khch hng c tc ng ng
k ti thi , hnh vi v thi quen mua hng ca khch v do tc ng ti doanh thu
bn hng.
- nh hng n thi quen mua hng ( s trung thnh) ca khch hng: Dch v
khch hng ng vai tr quan trng trong vic to ra cc khch hng quen thuc v duy tr
lng trung thnh ca h. Tip xc trc tip vi khch hng, dch v khch hng l hot
ng ch yu tc ng ln tm l khch hng qua thi phc v, tnh chuyn nghip,
nng lc p ng v s tha mn nhu cu cao. iu ny trc tip to ra s hi lng, hnh
thnh nhng mi quan h cht ch lu bn v tnh cm v duy tr thi quen mua hng lp
li gia khch hng vi nh cung cp. Nu ta bit rng 65% doanh thu ca doanh nghip
n t khch hng hin ti th ta hiu c mc v cng quan trng trong vic duy tr
cc khch hng hin ti. Theo quan st, th chi ph tm kim cc khch hng mi ln gp 6
ln so vi chi ph duy tr cc khch hng quen thuc. Nh vy, xt theo quan im ti
chnh, th u t vo cung cp cc dch v khch hng duy tr cc khch hng hin ti s
hiu qu hn u t cho hot ng xc tin hoc hot ng pht trin khch hng khc.
- nh hng n doanh s bn: Doanh thu bn hng chu nh hng bi kh nng
cung cp cc mc dch v khch hng. Nhng dch v khch hng ch lm tng s hi lng
ca khch hng ch khng phi l nhn t duy nht to ra doanh thu, do doanh thu
Khoa A Ebook.VCU 30
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
khng phi l ch tiu duy nht o lng chnh xc cht lng v kt qu ca dch v
khch hng, c bit l phn dch v khch hng do logistics to ra. Tuy nhin, cc kho st
cho thy khch hng c thi chp nhn khc nhau vi cc mc dch v khch hng tt
v trung bnh ca nh cung cp. R nt hn, h quan st c rng khi gp phi cc dch
v km cht lng khch hng thng c nhng hnh ng trng pht i vi nh cung
cp. Cc hnh ng ny nh hng n chi ph v li nhun ca nh cung cp. Mt kt
lun cho thy, s khc nhau v dch v khch hng c th lm thay i t 5-6% doanh thu
ca nh cung cp. Trong th trng cng nghip, gim 5% trnh dch v s lm mt i
24% cc thng v vi cc khch hng hin ti. Cc nghin cu ch ra mi quan h tng
qut gia trnh dch v khch hng v doanh thu ti cc doanh nghip (Hnh 2. 1).
Vng d/thu cn
bin gim dn
Khoa A Ebook.VCU 31
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
th cnh tranh s to ra u th khc bit cho php kch thch doanh thu tng mnh do ginh
thm c t i th cnh tranh. Tuy nhin khi mc dch v tip tc tng, doanh thu vn
tng nhng t l nh dn. Vng tnh t im ngng dch v n im m doanh thu gim
xung c coi l vng c t sut li nhun gim dn. y l khu vc m hu ht cc
doanh nghip vn hnh h thng logistics.
L gii iu ny l do lc u khi mc dch v tng ln khch hng s hi lng hn
v v vy a thch mua hng ha nhiu hn. Dch v tip tc tng khch hng s thng
xuyn mua hng ha ca cc nh cung cp c mc dch v tt nht. Sau nu dch v vn
tip tc tng th doanh thu li gim dn do li ch cn bin khch hng c hng ti mc
dch v cao khng bng li nhun cn bin khi khch hng hng ti mc dch v thp
hn. Ngoi ra khch hng c th mua hng t nhiu ngun v tc ng ca dch v i vi
chi ph ca khch hng c xu hng gim dn khi mc dich v tng ln.
Cc doanh nghip cn nghin cu tm ra cc ngng gii hn vi dch v c th
ca doanh nghip mnh t xy dng chnh sch dch v khch hng nhm ti u ha
s tha mn khch hng v nng cao hiu qu chi ph logistics .
2.2 Phn loi v xc nh cc ch tiu dch v khch hng
2.2.1 Phn loi dch v khch hng
Dch v khch hng i km vi cc sn phm chnh yu nn cng gn lin vi nhu
cu ca cc nhm khch hng mc tiu ca cc sn phm ny. Vic xc nh cc nhu cu
v dch v khch hng ca cc nhm khch hng mc tiu gip cho doanh nghip thit k
v cung cp cc cu trc v mc dch v ph hp vi nhu cu khch hng.
Cu trc dch v hay chui dch v bao gm mt lot cc dch v khch hng cn
thit m doanh nghip la chn v cung ng cho mi nhm khch hng trong mt giai
on nht nh. Ty thuc vo mc tiu qun l v cung cp dch v c th s dng mt s
cch phn loi dch v khch hng sau:
a. Theo cc giai on trong qu trnh giao dch
Dch v khch hng chia thnh 3 nhm: Trc, trong v sau khi bn hng.
- Trc khi bn : Gm cc dch v v thng tin, gii thiu, qung co cho hng,
chun b hng ha, bao b, ng gi hng ha theo yu cu ca khch hng, nhn t hng
trc, k kt cc hp ng mua bn hng ha, trin lm trng by, cc hot ng ny
thng to ra mi trng thun li cho giao dch c thc hin tt.
- Trong khi bn: Gm cc hot ng tc ng trc tip tc ng ti qu trnh trao
i sn phm vi khch hng, nh tnh ton mc d tr, dch v gii thiu, t vn, hng
dn khch hng la chn hng ha, thanh ton tin hng, ng gi hng ha, la chn
phng tin vn chuyn, bc xp, vn chuyn, giao nhn.
Khoa A Ebook.VCU 32
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 33
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 34
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 35
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
$
D
Doanh thu
Chi ph
T
Li nhun ng gp
li nhun Flog
LN
*
D
Cht lng dch v
100%
Hnh 2.2: Mi quan h gia dch v khch hng vi doanh thu v chi ph
mc doanh thu ln hn. Khi mc dch v t gn ti 100% doanh thu hu nh khng tng,
thm ch trong mt s trng hp c th suy gim.
Khi bit doanh thu v chi ph logistics tng ng ti cc mc dch v, chng ta c
th xc nh c mc ti u bng cch xc nh mc dch v ti cho php doanh
nghip t c li nhun ti a. Bng cch gii th, c th tm c im dch v ti
u ny ti im D* .
Mt khc mc dch v khch hng D* cng c xc nh qua bi ton cc tr c
dng:
F(x)= R(x) C(x) Max
Trong F(x) l hm li nhun; R(x) l hm doanh thu; C(x) l hm chi ph vi bin
s x l mc dch v khch hng. Gii bi ton cc tr trn, gi tr tm c ca x tng ng
vi gi tr ln nht ca hm li nhun s xc nh mc tiu chun dch v cn tm. C th
nhn thy mc tiu chun dch v khch hng ti u trong trng hp ny khng phi l
mc cht lng cao nht nhng l mc ng gp c nhiu li nhun nht cho doanh
nghip da trn s cn i gia doanh thu v chi ph.
b2. Phng php phn tch cc phng n chi ph thay th
Khng phi lc no doanh nghip cng c th xc nh c mi quan h gia
doanh thu v mc tiu chun dch v logistics. Mt khc cc nh qun tr cng nhn thy
rng, tng ng vi mt mc tiu chun dch v logistics c th c nhiu mc chi ph khc
nhau do kh nng phi hp v trnh qun l cc hot ng logistics khc nhau. Do ,
trong trng hp th ny c th chn trnh dch v khch hng nh trc, sau thit
k h thng logistics p ng mc dch v ny vi chi ph ti thiu. H thng ny cng
Khoa A Ebook.VCU 36
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 37
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
ng hoc sn phm theo mc quan trng ca chng. Bng 2.2 cho thy mt ma trn
khch hng sn phm. N c dng phn loi khch hng / sn phm v nh gi cc
mc ti u tnh ton cc mc u t dch v khch hng ph hp
Danh mc hng A bao gm cc sn phm mang li nhiu li nhun nht, chim mt t
l nh trong tng c cu hng ha; tip theo l danh mc B, C, D; sn phm trong danh
mc hng D thng l t mang li li nhun nht v thng chim 80% tng c cu hng
ho.
Bng 2.2: Ma trn phn loi khch hng sn phm
Khch hng loi I l khch hng mang li nhiu li nhun nht v thng ch chim
cha y t 5-10 %. Khch hng trong loi V l t em li li nhun nht bi h ch mua
mt lng nh hng ho hay l h khng lm tng nhiu lm trong tng khi lng bn
hng nm. Nhng loi khch hng ny chim a s trong tng khch hng ca mt cng
ty .
Trong ma trn trn c 20 phng n kt hp (trong thc t c th khng tn ti y
cc phng n kt hp ny) S kt hp tp khch hng sn phm ti u nht c c khi
sn phm loi A c bn cho tp khch hng loi I (y l ti u loi 1, mang li li
nhun ln nht cho nh sn xut ). S kt hp mang tnh ti u tip theo l sn phm loi B
Khoa A Ebook.VCU 38
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 39
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
vic so snh chi ph thiu hng d kin v li ch ca vic tng doanh thu do dch v khch
hng mang li.
Phng php tin hnh theo trnh t sau:
- Bc 1: xc nh nhng hu qu c kh nng xy ra do vic thiu hng. Thng
thng bao gm 3 kh nng: t hng li - mt doanh s - mt khch hng.
- Bc 2: tnh ton kt qu ca mi chi ph thit hi , sau c lng chi ph
ca vic thiu hng bn.
Chng hn chng ta gi nh nh sau:
70% s t hng li khi xy ra vic thiu hng, v mi n t hng li i hi
khon chi ph ph thm l 60$.
20% dn ti vic mt doanh s, v chi ph do mt doanh s ny l 200$ trn li
nhun bin.
10% dn ti vic mt khch hng, chi ph l 2.000$.
C th tnh ton nh hng tng hp nh sau:
70% ca 60$ = 42$
20% ca 200$ = 40$
10% ca 2.000$ = 200$
Tng chi ph c tnh cho mi ln thiu hng = 282$.
Nu trong mt chu k d tr xut hin 10 ln thiu hng th tng chi ph thiu hng
l: 2.820$.
- Bc 3: xc nh mc d tr hp l. 2.820 $ l s tin trung bnh m cng ty c
th tit kim khi ngn c ton b vic thiu hng bn, do vy cng ty ch nn tin
hnh d tr ph thm mt lng hng c chi ph d tr khng ln hn 2820$. Ni cch
khc lng hng mua d tr nhm chng li vic thiu hng ch nm trong gii hn m
ton b chi ph cho lng hng ny khng ln hn 2.820 $.
2.3 Qu trnh thc hin n t hng v cht lng dch v khch
hng
2.3.1 Qu trnh thc hin n hng
Khi ni n vic cung cp hng ha cho khch hng u ra, chng ta s dng thut
ng chu k t hng/ hoc chu k n hng. Thut ng chu k b sung c s dng trong
trng hp doanh nghip mua thm hng d tr cng nh trong hot ng qun l liu u
vo. V c bn, 1chu k t hng ca hng ny s l chu k b sung thm ca hng khc.
n gin chng ta s dng thut ng chu k t hng trong cc tho lun v sau.
Nh trn cp, dch v khch hng th hin ch yu qua cc chu k thc hin
Khoa A Ebook.VCU 40
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
n hng.Thi gian hon thnh cc hot ng trong mt chu k t hng (order cycle)
l yu t then cht quyt nh cht lng dch v khch hng. Xt t quan im khch
hng, trnh dch v khch hng cao c ngha l thi gian ca mt chu k t hng phi
ngn v n nh, do ci tin chu k thc hin n hng s gp phn nng cao cht lng
dch v khch hng. C th xc lp mi quan h ny gia cc ch tiu cht lng dch v
khch hng v kt qu thc hin n hng di y.
- Cc ch tiu v dch v khch hng nh t l thc hin n hng, mc giao
hng ng hn, t l cc sai lch trong giao hng th hin mc hon ho ca n hng
p ng.
Mc hon ho = % giao hng x % hon thnh x % li
ca n hng ng hn n t hng
Gi s trong thi gian l 12 thng, hot ng ca 1 dch v khch hng p ng
nhu cu ca khch hng l :
90 % giao hng ng hn
80 % hon thnh n t hng
70 % hng li v hng
Trong trng hp ny mc p ng n t hng hon ho xt trn gc dch v
khch hng s l
90% x 80% x 70% 50%.
- Cc ch tiu v s lng, c cu hng ha d tr hay lng d tr hng ha c sn
s nh hng n kh nng p ng n hng.
V d: mt n hng yu cu 5 loi sn phm, mi loi sn phm c xc sut d tr l
0,9 th xc xut p ng n hng l: 0,9 x 0,9 x 0,9 x 0,9 x0,9 = 0,59.
Khch hng
lm Giao
r cc ni dung cahng Vn chuyn
mt chu k t hng, hy theo di ng i ca mt n
t hng cho khch hng ho
t hng in hnh (hnh 2.3).hng
.
Cn c vo ng i ca mt n hng trong hnh 2.3, c th chia cc tc nghip c
bn trong qu trnh p ng mt n t hng thnh cc bc trong hnh 2.4, bao gm
hnhChuyn
thnh n hng, chuyn n t hng, xc nhn n hng, thc hin n hng, thng
bo vttnh
hng
trng n hng
Danh mc n t Ho n
hng ho hng
sn c
Nhn H s Chun b
Kim tra Thc hin
n danh xut kho
cng n n t
hng mc
hng
hng
ho
K hoch
sn xut Sn xut Chng t KAhoch
Khoa Ebook.VCU 41
chuyn
vn ti
hng
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 42
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 43
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
thi gian m ngi bn v cc im tip nhn n hng gi li n hng trc khi chuyn
n v khong thi gian m n hng c chuyn i. Cc phng thc t hng tin tin
s cho php rt ngn khong thi gian ny ng k
Tp hp v x l
n t hng
Chuyn n t
hng ca KH Chuyn H chuyn
tip ti ngun hng
i l Giao hng
bn l
Khoa A Ebook.VCU 44
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Thi gian vn chuyn v giao hng. Thi gian giao hng ko di t thi im hng
c t trn phng tin vn ti di chuyn n thi im n c nhn v d xung ti
a im ca ngi mua. N cng c th bao gm thi gian cht xp hng ha im
u v d hng ha ti im cui. Vic o lng v kim sot thi gian giao hng i khi
c th rt kh khi s dng dch v thu chuyn ch; tuy nhin hu ht cc hng
ngy nay pht huy nng lc ca mnh cung cp cho khch hng nhng thng tin ny
Tc thc hin n hng b nh hng rt ln bi cc k thut thng tin tin b nh
m s, my tnh ha v truyn thng in t. Do cc cng ty thng p dng trit cc
k thut ny rt ngn thi gian v nng cao cht lng dch v khch hng. Bng 2.4
di y l so snh s b c trng ca cc h thng thc hin n hng.
Bng 2.4: c trng ca cc h thng thc hin n hng
Cp Hnh thc Tc Chi ph thc Hiu chnh
ca h thng hin/duy tr qu Xc
1 Thc hin bng tay Chm Thp Thp Thp
Thc hin bng din Trung Trung
2 Trung bnh Tt
thoi Bnh bnh
Ni mng in t u t cao, chi ph
3 Nhanh Rt tt Cao
trc tuyn hot ng thp
Bu in
B phn nhn
tin Ho n
Bu in Khoa A Ebook.VCU 45
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Hnh 2.6: Dng thng tin t hng theo kiu truyn thng
Mng my tnh bn th ba
Hp th nh cung cp
Hp th ngi mua
Khoa A Ebook.VCU 46
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
- Tng cng tnh chnh xc ca thc hin n hng v c bit quan tm n khu
x l n hng, khu ny nu c lm tt s hn ch ti a cc sai lch mc phi v lm
gim thi gian thc hi n nhng sa chnh pht sinh.
2.3.3 Cc qu trnh t hng c bn trong knh phn phi
Phn trn cho thy ton b cc khu trong qu trnh t hng c bn, nhng n cha
cho thy qu trnh t hng c tin hnh nh mt h thng c th. Di y l mt s
qu trnh t hng tiu biu
a. Qu trnh t hng t cc nh sn xut vi quy m ln
H thng t hng ny ch yu c thc hin bng sc ngi. V hnh thc, qu
trnh t hng c th c t ng ha hoc bn t ng, nhng hot ng ca con ngi
vn chim phn ln trong chu k t hng. Hy xem mt nh sn xut bn hng cho khch
hng cng nghip thit k h thng t hng ca h nh th no.
V d: Cng ty Samson - Packard chuyn sn xut cc loi dy ni, van v dy ni c
bn cao s dng trong lnh vc cng nghip. Cng ty tip nhn trung bnh khong 50
n t hng mi ngy. Thi gian ca qu trnh t hng l khong 4 n 8 ngy trong tng
s 15 n 25 ngy ca chu k t hng. Thi gian ca ton b chu k t hng l di, n
cho php sn xut theo yu cu ca khch hng. Nhng bc c bn trong chu k t hng,
tr hot ng thc hin n hng bao gm:
- Yu cu ca khch hng c nhp vo h thng t hng theo hai cch. Th nht,
ngi bn hng tp hp n t hng t cc khu vc th trng v gi chng v trung tm
tip nhn n hng. Th hai, khch hng ch ng gi n t hng hoc in thoi trc
tip ti trung tm tip nhn n hng.
- Da theo ha n t hng qua in thoi, nhn vin ph trch dch v khch hng
sao chp n t hng vo nhng mu n t hng s lc. Nhng n t hng ny cng
vi n t hng gi qua th s c tp hp li trong mt ngy nht nh v chuyn ti
i din phng dch v khch hng cp cao - ngi kim sot thng tin cho gim c bn
hng.
- Gim c bn hng xem xt thng tin t hng nm bt c hot ng bn
hng. Gim c bn hng cng thng vit nhng lu ch dn trn n t hng v
nhng yu cu c bit ca khch hng.
- Tip theo, n hng s c gi ti nhn vin chun b n hng, ngi sao chp
thng tin t hng theo nhng ch dn c bit trn mu n chun ca Samson- Packard.
- bc ny, n t hng c gi ti phng k ton kim tra kh nng thanh
ton. Sau c chuyn ti phng Bn hng xc nh gi.
Khoa A Ebook.VCU 47
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
- Tip theo, phng phn tch d liu nhp thng tin t hng vo trong my tnh
chuyn thng tin ti nh my, qu trnh thc hin n hng thun tin hn, v vic
kim tra cc n t hng ang thc hin c d dng.
- Cui cng, ngi i din phng dch v khch hng cp cao kim tra n hng
mu cui cng v chuyn n qua cch truyn ti in t ti ngi sn xut thch hp.
bc ny, thng tin t hng cng sn sng cung cp cho khch hng.
b. Qu trnh t hng ca cc nh bn l
Cc nh bn l thng thit k h thng t hng ca h vi mc t ng ha cao.
Vic p ng nhanh n t hng l khng kh khn v d tr lun sn sng p ng
nhu cu ca khch hng cui cng. Lng hng ha d tr ny nh mt vt m chng
li nhng nh hng gin tip ca chu k t hng b sung. Tuy nhin, chu k t hng b
sung li ng vai tr quan trng trong vic duy tr danh mc b sung c nh. Hy xem mt
cng ty cung ng cho hng nghn i l bn l thit k qu trnh t hng b sung hng
ha d tr nh th no.
V d: Tp on Southland c bit n ch yu nh 7.800 ca hng 7 - eleven v
Quick Mart ca n. Sn phm by ti ca hng phi c b sung thng xuyn v phn
ln sn phm trong kho t hng trc. Cc sn phm n khng th thay th cho sn
phm kia nu ht hng. Qu trnh t hng cn phi thun tin, nhanh v chnh xc m
bo tnh sn sng lin tc ca sn phm trong ca hng.
iu ny c thc hin nh sau: Mt danh mc hng ha d tr trong ca hng
hoc hng dn t hng c lp ra bao gm nhng sn phm dnh ring cho mi ca
hng. Vi vic s dng thit b tip nhn n t hng in t, ngi qun l ca hng
hoc nhn vin bn hng cn mt m vch trn hng dn t hng hoc trn gi, v thng
tin v quy m cho loi mi sn phm yu cu. Nhng thng tin ny sau c chuyn
qua ng in thoi ti trung tm phn phi ca Southland, ni m cc thng tin ny
c nhp vo h thng tip nhn v x l n t hng. H thng ny tch ly nhng
thng tin nhn v c iu chnh theo tng ngy. n khi tt c cc n t hng u
c tip nhn, h thng s a ra mt danh mc chn lc theo sn phm v theo s lng
t hng cho mi v tr kho hng v n nh s kim cho tng ca hng ring bit.
c. Qu trnh t hng ca khch hng l ngi tiu dng c nhn
H thng t hng c thit k tng tc trc tip vi khch hng cui cng c
da trn c s p ng trnh dch v khch hng cao. p ng nhu cu ca khch
hng, ca hng bn l cung cp mt qu trnh t hng tc th. McDonalds l mt cng ty
tin hnh nhng quyn thng mi rt thnh cng da trn qu trnh p ng cc n
t hng nhanh chng. p ng nhanh yu cu ca khch hng lun l li th cnh tranh
sc bn i vi nhiu cng ty, c bit vi nhng sn phm c kh nng thay th cao..
Trong v d c gii thiu di y, mt s doanh nghip c th p ng nhanh nhu cu
Khoa A Ebook.VCU 48
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 49
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
cy, thng tin v s thch nghi cung cp mt tin nhn thc lm c s cho vic xy dng
cc ch tiu o lng tiu chun dch v khch hng ni chung v cho cc loi hnh kinh
doanh khc nhau. Cc hiu bit v phn loi dch v khch hng cng s b sung mt ci
nhn ton din v loi sn phm v hnh ny theo cc cch tip cn khc nhau.
xy dng cc mc tiu ca dch v khch hng, vic xc nh cc tiu chun dch
v l iu c bn, cc phng php xc nh tiu chun dch v khch hng s gip doanh
nghip c th t c muc ch ny mt cch thch hp trong cc tnh hung thc t.
Mc d dch v khch hng l im xut pht cho mi hot ng logistics ti doanh
nghip nhng qu trnh thc hin n hng c coi l nhn t then cht th hin cht
lng dch v khch hng. Ton b cc bc trong mt chu k t hng cho thy s tip
xc cht ch ca khch hng v doanh nghip khu ny, n phn nh ci nhn ca khch
hng v kh nng phc v hng ha ca doanh nghip qua vic p ng cc n hng hon
ho. Vic nng cao cht lng dch v khch hng v vy cn c lm r qua cc n lc
thc hin n hng nhanh chng, chnh xc. Gim thi gian thc hin n hng l bin
php cn c quan tm ng mc.
c th ha qu trnh t hng l thut, 3 m hnh x l n hng tiu biu c
m t nhm gip ngi hc c mt ci nhn thc t hn v hot ng t hng.
Khoa A Ebook.VCU 50
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
CHNG 3. QUN TR D TR
Khoa A Ebook.VCU 51
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Chc nng gim chi ph: D tr nhm gim nhng chi ph trong qu trnh sn xut v
phn phi. Chng hn nh d tr tp trung, c th vn chuyn nhng l hng ln gim
chi ph vn chuyn, v, tuy phi tng d tr v do tng chi ph d tr, nhng tng ph
vn chuyn v d tr gim i ng k.
3.1.2 Phn loi d tr
D tr gm nhiu loi v c th phn theo nhiu tiu thc khc nhau. Mt s tiu
thc ch yu phn loi d tr trong hot ng logistics:
* Phn loi theo v tr ca sn phm trn dy chuyn cung ng;
* Phn loi theo cc yu t cu thnh d tr trung bnh
* Phn loi theo mc ch ca d tr
* Phn loi theo thi hn d tr;
a. Phn loi theo v tr ca sn phm trn dy chuyn cung ng
Logistics l mt chui cc hot ng lin tc, c lin quan mt thit vi nhau, tc
ng qua li ln nhau, c thc hin mt cch khoa hc v c h thng, nhm chu chuyn
hng ha dch v, v nhng thng tin c lin quan, t im u n im cui ca dy
chuyn cung ng vi mc tiu tha mn nhu cu ca ngi tiu dng mt cch tt nht.
m bo cho qu trnh logistics din ra lin tc th d tr s tn ti trn sut dy chuyn
cung ng, tt c cc khu (hnh 3.1):
D tr nguyn D tr bn D tr thnh
vt liu thnh phm phm ca nh sx
D tr ca nh D tr sn phm
cung cp trong phn phi
D tr trong D tr ca nh
tiu dng bn l
Ti to v ng
gi li
Ph liu ph Loi b ph
thi thi
Khoa A Ebook.VCU 52
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 53
D tr D tr bn D tr sn D tr sn
nguyn vt thnh phm phm trong phm trong
Ebook.VCU liu
www.ebookvcu.com Gio trnh chuyn ngnh
sn xut phn phi
Trong :
Dck : D tr chu k (Qui m l hng nhp - Qn)
m : mc bn/ tiu th sn phm bnh qun 1 ngy m.
Tdh : thi gian ca mt chu k t hng (ngy)
Nh vy d tr chu k ph thuc vo cng tiu th sn phm v di chu k
t hng. Khi nhng yu t ny thay i th d tr chu k s thay i theo.
Trong trng hp ch c d tr chu k, d tr trung bnh bng 1/2 qui m l hng
1
nhp ( D Qn )
2
+ D tr bo him: D tr chu k ch c th m bo cho qu trnh tiu th sn
phm c lin tc khi lng cu ( m ) v thi gian cung ng/ chu k t hng (t dh) khng
i. Mt khi m hoc tdh hoc c hai yu t ny thay i, d tr chu k khng th m bo
cho qu trnh din ra lin tc, m cn c d tr d phng, hay d tr bo him.
D tr bo him c tnh theo cng thc sau:
Db- D tr bo him
Db = .z
- lch tiu chun chung
z- H s tng ng vi xc sut c sn sn
phm tiu th (tra bng)
Khoa A Ebook.VCU 54
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 55
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
* D tr bnh qun.
- D tr ti a: L mc d tr sn phm ln nht cho php cng ty kinh doanh c
hiu qu. Nu d tr vt qu mc d tr ti a s dn n hin tng hng ha b ng,
vng quay vn chm, kinh doanh khng hiu qu.
- D tr ti thiu: L mc d tr sn phm thp nht cho php cng ty hot dng
lin tc. Nu d tr sn phm di mc ny s khng nguyn vt liu cung cp cho sn
xut, khng hng ha cung cp cho khch hng, lm gin on qu trnh sn xut cung
ng.
- D tr bnh qun: L mc d tr sn phm bnh qun ca cng ty trong mt k nh
(Thng l mt nm).
D tr bnh qun c xc nh bng cng thc:
1 1
d1 d 2 ... d n
D 2 2
n 1
Trong :
D : D tr trung bnh
d1 , d 2 ,..., d n - mc dc tr nhng thi im quan st;
Khoa A Ebook.VCU 56
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
c tnh nh sau:
dc- Trnh dch v chung cho mt i tng tiu th sn phm
n
dc di di- Trnh dch v ca mt hng i
i 1 n- S sn phm cung cp
Khoa A Ebook.VCU 57
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
1
Fd f d .D k d p Q Db
2
fd : Chi ph bnh qun cho mt n v d tr
D : D tr bnh qun
kd: T l chi ph /gi tr sn phm cho mt n v sn phm
p: Gi tr ca mt ssn v sn phm
Q: Qui m l hng
Db: D tr bo him
T l chi ph m bo d tr l % ca t s chi ph m bo d tr /gi tr trung bnh
ca d tr.
Cu thnh chi ph m bo d tr bao gm nhng loi c bn sau:
- Chi ph vn: chi ph bng tin do u t vn cho d tr, v thuc vo chi ph c hi.
Chi ph vn ph thuc vo gi tr d tr trung bnh, thi gian hch ton v sut thu hi vn
u t. Thng thng trn th trng tin t, t l chi ph vn c tnh theo li sut tin
vay ngn hng. T l chi ph vn trung bnh l 15%, dao ng t 8-40%.
- Chi ph cng ngh kho, thng gi l chi ph bo qun sn phm d tr kho.
Trung bnh chi ph ny l 2%, dao ng t 0-4%.
- Hao mn v hnh: gi ti sn phm d tr gim xung do khng ph hp vi th
trng (tnh th marketing). Th hin ca chi ph ny l % gim gi bn. Chi ph ny trung
bnh l 1,2%, dao ng t 0,5 - 2%.
- Chi ph bo him: l chi ph phng ri ro theo thi gian. Chi ph bo him tu
thuc vo gi tr sn phm v tnh trng c s vt cht k thut. Chi ph ny trung bnh
0,05%, dao ng t 0 - 2%.
- Ngoi ra cn c th chi ph v thu lin quan n v tr, a phng, coi d tr l ti
sn v b nh thu.
Nh vy, gim chi ph d tr, phi gim c cc yu t chi ph cu thnh nn chi
ph bnh qun cho mt n v d tr; ng thi phi tnh ton qui m d tr bo him thch
hp gim d tr bnh qun.
S chi ph qun tr d tr c th hin trn hnh 3.3
3.2.2 Phn loi sn phm d tr
Phn loi hng ho d tr thnh cc nhm A,B,C theo tm quan trng vi nhng c
trng qun tr d tr. S phn loi c th da vo mt s tiu thc: doanh s, li nhun,
gi tr d tr, ...Trong qun tr, ngi ta hay s dng tiu thc doanh s.
Khoa A Ebook.VCU 58
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Qui tc Pareto*, hay cn gi l qui tc 80/20 thng c s dng trong phn loi sn
phm d tr. Theo qui tc ny, nhng sn phm no c t trng mt hng d tr (hoc t
trng khch hng, n t hng, ngi cung ng ) thp (20%), nhng c t trng doanh s
cao (80%) th c xp vo loi A. Tng t, t trng mt hng d tr cao hn (30%),
nhng t trng doanh s thp hn (15%) c xp vo loi B, v loi C c t trng mt
hng d tr hng ho cao nht (50%), v t trng doanh s thp nht (5%). Cch phn loi
ny xc nh tm quan trng ca loi sn phm, loi khch hng trong kinh doanh c
chin lc thch ng.
Chi ph v Lng vn u t vo
vn hng d tr
Bo him
Chi ph cho
cc dch v
hng d tr Thu
Kho ca cng ty
Hao mn v hnh
H hng
Chi ph ri
ro i vi
hng d tr Hng b thiu ht
iu chuyn hng
gia cc kho
Khoa A Ebook.VCU 59
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
- Sp xp sn phm theo th t t doanh s cao n thp trn bng phn loi. Sau ,
tnh t trng doanh s ca tng mt hng v in vo bng.
- Tnh t trng cng dn(tn sut tch lu) doanh s v mt hng theo tng mt hng.
- Tin hnh phn nhm hng ho cn c vo kt qu tnh ton v qui tc phn loi.
Trn c s phn loi m c cc mc tiu v c khc nhau i vi cc nhm sn phm.
Nhm A l quan trng nht, do mc tiu dch v khch hng ca d tr cao nht, thng
c trnh dch v khch hng bng 1 (d=1), nhm C khng cn thit phi c trnh dch
v khch hng cao; i vi hng nhm A thng s dng m hnh kim tra d tr thng
xuyn, hng nhm C s dng m hnh kim tra d tr nh k di ngy,
Bng 3.1: Bng phn nhm sn phm theo qui tc Pareto
T trng T trng
Tn hoc Doanh thu T trng Phn loi
S doanh thu mt hng
k hiu ca tng loi doanh thu theo nhm
T.T cng dn cng dn
sn phm sn phm (%) A,B,C
(%) (%)
1 max max
2 A
3 80 20
B
95 50
n 100 100
Cng 100
1
Ch : T trng mt hng cng dn: m i
n
i.100
Khoa A Ebook.VCU 60
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 61
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 62
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
n
Qt Di nd- S ngy d tr chung ca c h thng
i 1
nd n Qt- Tng lng hng ho phn phi t ngun tp trung
mi Di- S lng hng ho d tr hin c tng c s logistics
i 1
- Mc tiu thu hng ho trung bnh ngy tng c s
logistics
Bc 4: Xc nh s lng hng ho phn phi cho mi c s logistics theo cng
thc sau:
D
Qi nd i mi
mi
V d: Mt tng kho xy dng phng n phn phi hng ho cho cc kho khu vc
trn c s cc s liu trnh by bng 3.4
Bng 3.4: Cc d liu tnh ton
n v D tr Mc tiu th
hin c b.q mt ngy
Tng kho 600 v
Kho 1 50 10 v
Kho 2 100 50
Kho 3 75 15
Tng kho mun gi li 100 v v phn phi 500 v cho cc kho khu vc.
Theo cng thc, ta tnh c s ngy d tr chung
500 50 100 75
nd 9,67 ngy
10 50 15
T y ta tnh c:
50
Q1 9,67 10 46,7 47 n v
10
100
Q2 9,67 50 383 n v
50
75
Q3 9,67 15 70 n v
15
Hin nay nh c h thng thng tin hin i, c th p dng nhiu m in t hin i
iu tit nhanh, ti u d tr cho c h thng.
Khoa A Ebook.VCU 63
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 64
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Qo m .L
D Db
2 2
Khoa A Ebook.VCU 65
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
la - Li n v
CPn ; - L n v
l a lo
C ngha, s tip tc tng qui m l hng cho n khi tn sut tch lu bn thm mt
la
n v bng t l
l a lo
V d 1: Mt ca hng d tnh s bn 100 T hng trong tun ti. Phn phi nhu cu l
chun vi lch tiu chun l 20 T. Ca hng bn vi gi 590.000/T, v h phi trang
tri chi ph l 250.000/T.
Trc ht chng ta tnh:
599.000 250.000
CPn 0,58
599.000 250.000 250.000
Tra bng phn phi chun vi tn sut tch lu 0,58 th s c Z = 0,21. Nh vy s
lng l hng s l:
Qo = 100 T + 0,21. 20 T = 104,2 T
V d 2: Mt ca hng thi trang mun xy dng n t hng ti u v mt loi
hng ho kiu mi. Gi bn mi n v hng ho l 950.000 khi mt ang thnh hnh, v
gi t mi n v l 700.000. Khi lc mt, h ch bn c vi gi 500.000. Bit nhu
cu d on vi phn phi bng 3.5.
Bng 3.5: Phn phi xc sut nhu cu theo lnghng bn ra
S n v bn Tn sut Tn sut
ra(1000) nhu cu tch lu
Khoa A Ebook.VCU 66
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
0 0,10 0,10
1 0,15 0,25
2 0,20 0,45
3 0,30 0,75
4 0,20 0,95
5 0,05 1,00
Chng ta chn qui m n t hng :
CPn
950.000 700.000 0,555
950.000 700.000 . 700.000 500.000
Gi tr CPn nm gia 2.000 v 3.000, chng ta chn Qo = 2.500 n v
b. Qui m l hng ti cung ng ngay:
Khi d tr gim n mc nht nh (im t hng), phi tin hnh t hng ngay
b.1. Trng hp n gin
Khi nhu cu lin tc v c tc n nh, phi xc nh qui m l hng v tn s
nhp hng. y l bi ton xc nh qui m l hng c tng chi ph thp nht. Cng
thc xc nh qui m l hng nh sau:
Khoa A Ebook.VCU 67
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 68
0 Q1
Qui m l hng
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 69
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Tng chi
ph F Chi ph vi
0 < Qi Q1
Chi ph vi
Qi > Q1
0 Q1
Qui m mua
Khoa A Ebook.VCU 70
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
p1Q1 p2 Qx Q1 M 1 p Q p2 Qx Q1
F Qx M f h Qx k d 1 1
Qx Qx 2 Qx
Gii ra ta c:
2M Q1 p1 p 2 f h
Qk
k d p2
C th vit cng thc tng qut xc nh Qx nh sau:
2M Q1 p1 p 2 Q2 p 2 p3 ..... Qn 1 p n 1 p n f d
Qx
kd pn
n1
2M Qi pi pi1 f d
Q i1
k d pn
V d: Cng vi v d trn, nhng gi ch gim 5% cho lng hng 500 n v, tc
l cho Q2 = Qx - 499.
p dng cng thc tnh qui m l hng kinh t, ta c:
2.2600 499. 50 47,5 100
Q02 826 n v
0,20.47,5
Q02 = 826 xc nh vi mc gi p2 do l qui m kinh t.
b.3. Trng hp li mt s hng ca qui m l hng t do ph tn kho cao.
M hnh ny nh sau:
2 f d f dh f dh f dl
Q .
f dh f dl
Q: Qui m l hng t
Qt: Qui m l hng thiu
2 f d f dh f dl
Qt . Qdl: Lng hng li mi ln cung ng
f dh f dh f dl
fd: Chi ph d tr mt n v hng
fdl: Chi ph d tr mt n v hng ti
f dl ni cung ng
Qdl Q1
f dl f dh
Khoa A Ebook.VCU 71
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
ktd 1
Qt
Ktd: H s thc hin n hng
Qt: Tng n hng thc hin
Qd
Qd: Tng n hng
- Ch tiu trnh dch v khch hng:
mt d- Trnh dch v khch hng (mt mt hng)
d 1
Mc mt- Lng hng ho thiu bn cho khch hng
Mc- Nhu cu ca khch hng c k
Khoa A Ebook.VCU 72
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
V Vd: T l vn d tr
vd d Vd: Vn dng d tr
V V: Tng vn kinh doanh
Tm tt chng 3
D tr l hnh thi kinh t ca s vn ng cc sn phm hu hnh trong h thng
Khoa A Ebook.VCU 73
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
logistics nhm khc phc s khng ph hp gia sn xut v tiu dng trn nhiu mt:
khng gian, thi gian, c im ca sn phm,
i vi doanh nghip, qun tr d tr nhm m bo cung cp dch v y cho sn
xut, khch hng v tit kim chi ph. Qun tr d tr phi m bo cc yu cu Nng cao
cht lng dch v v Gim chi ph. tin hnh qun tr d tr hp l, phi tin hnh
phn loi cc sn phm thnh cc nhm A, B, C theo qui tc Pareto.
Cc quyt nh c bn trong qun tr d tr ti doanh nghip bao gm:
- Quyt nh h thng d tr: S dng h thng ko hay y
- Quyt nh cc thng s ca h thng d tr: Trnh dch v, im t hng, Qui
m l hng, D tr bo him, v D tr trung bnh
ci thin d tr ti cc doanh nghip, cn xc nh hp l trnh dch v khch
hng, ci tin h thng thng tin logistics, hon thin cc hot ng mua v vn chuyn sn
phm.
Khoa A Ebook.VCU 74
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 75
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Dch
v /
Chi ph
Qun tr Qun tr
d tr hng vn chuyn
ho
Khoa A Ebook.VCU 76
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 77
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 78
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Cng chng
Chnh ph
V vn ti
Khoa A Ebook.VCU 79
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 80
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 81
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 82
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
ng ng ng ng ng
Cc ch tiu st thu b hng ng
khng
1. Tc 3 4 2 1 5
2. Tnh lin tc 4 5 2 3 1
3. tin cy 3 5 2 4 1
4. Nng lc vn chuyn 2 1 3 4 5
5. Tnh linh hot 2 4 1 3 5
6. Chi ph 3 1 4 5 2
im tng hp 17 20 14 20 19
Xp hng: 1 l tt nht, nhanh nht, v r nht; 5 l ti nht, chm nht, v t nht
Khoa A Ebook.VCU 83
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 84
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
im dng c nh, v lch trnh khng thay i trong mt khong thi gian nht nh.
Cng ty vn chuyn cng cng khng c quyn t chi trong phm vi a bn v mt
hng c qui nh, cho d vic vn chuyn c th khng em li li nhun. Cc n v
ny phi chu trch nhim hon ton v an ton hng ho trn l trnh, phi m bo giao
hng ho nguyn ai, nguyn kin nh khi nhn hng. V vy nh qun tr logistics khng
cn mua bo him hng ho khi s dng dch v vn chuyn cng cng.
Vit Nam loi hnh vn chuyn ny vn chim u th do nh nc gi c quyn
mt s loi hnh giao thng cng cng. V d, Tng cng ty ng st, Vit Nam Airline,
Tng cng ty ng sng, Tng cng ty vn ti thu, Tng cng ty ng b, v.v). Cht
lng dch v thp, loi hnh dch v khng a dng v t linh hot, th tc hnh chnh
phc tp v.v l nhng tn ti ph bin trong vn chuyn cng cng ti Vit Nam, gy cn
tr khng nh n s pht trin ca logistics ti cc doanh nghip v ca c nn kinh t.
3.7.3 Phn loi theo kh nng phi hp cc phng tin vn ti:
C hai loi hnh vn chuyn bng mt loi phng tin hoc c th kt hp nhiu
loi phng tin trong mt chuyn hng.
a. Vn chuyn n phng thc (single-mode transportation)
Cung cp dch v s dng mt loi phng tin vn ti. Loi hnh ny cho php
chuyn doanh ho cao, to kh nng cnh tranh v hiu qu. Mi loi phng tin vn ti
u c nhng u th v hn ch ring nh trnh by trn.
Nhc im ca vn chuyn n phng thc l khi phi vn chuyn trn nhiu
tuyn ng khc nhau li phi tin hnh giao dch vi tng ngi vn chuyn. V h
thng cc nghip v thng lng v qun l nhiu loi phng tin nh vy l kh phc
tp v s lm tng chi ph. ng hng khng l v d in hnh cho kiu vn chuyn ny,
bi my bay ch ch hng t sn bay ny n sn bay khc, cn ngi ch hng phi chu
trch nhim vn chuyn hng t ni xut pht ra sn bay, v t sn bay ti im nhn hng
cui cng.
b. Vn chuyn a phng thc ( Intermodal transportation)
Mt cng ty vn ti s cung ng dch v phi hp t nht hai loi phng tin vn ti,
s dng mt chng t duy nht v chu trch nhim hon ton v qu trnh vn chuyn
hng ho.
Trong nhng nm gn y, vn ti a phng thc khng ngng pht trin nhanh
chng. Nhng li ch r rng v kinh t v qu trnh ton cu ho l cc ng lc ch o
cho loi hnh vn chuyn ny n r. c im ch yu ca vn chuyn a phng thc l
s t do chuyn i phng tin gia cc hnh thc vn ti khc nhau. Cc dch v vn
chuyn a phng thc c c l do s hp tc gia cc hng vn ti phi hp nhng
dch v ring l ca h li vi nhau. Cc i l vn ti, cc trung tm mi gii thng c
Khoa A Ebook.VCU 85
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
s dng phi hp cc phng tin v to ra cc loi dch v trn gi, cung ng s thun
tin cho ch hng.
Ngi ta ngy cng quan tm nhiu hn n loi hnh vn chuyn a phng thc bi
u th trn gi giao dch v gi c hp l ca n. Vn chuyn a phng thc li dng
c u th vn c ca mi loi phng tin, v do c th cung ng dch v vn ti
thng nht vi tng chi ph thp nht. y thc s l mt cuc cch mng trong vn ti
hng ho ni ring v trong logistics ni chung.
Trong , vic tiu chun ho v thng nht bao b logistics, c bit l qu trnh
cngten ho l mt yu t quan trng lm thay i din mo ca ngnh vn ti trong th
k 20. Malcomlm McLean, ngi sng lp tp on vn ti SeaLand, c coi l ngi u
tin pht minh ra cngten v rt thnh cng trong vic thng mi ho s dng
cngten vo nhng nm 1950, New Jersey (M).
Cngten (container) l cc loi thng cha hng c bit (thng ti), c kch thc
c tiu chun ho ( di 20ft = 6,1m; 40ft = 12,2m v 45ft = 13,7m), c kt cu bn
chc c th sp xp tin li v vng vng trn cc tu cngten, toa xe la hay xe ti
chuyn dng v cho php s dng nhiu ln.
Sc cha cngten (ca tu, cng, v.v.) c o theo TEU (twenty-foot equivalent
units). TEU l n v o ca hng ho tng ng vi mt cngten tiu chun 20ft (di)
* 8ft (rng) * 8ft (cao). Kt hp vi mm ti (pallet), vic s dng cngten trong vn
chuyn hng ho c nhng u im ni bt sau:
Gim bt v n gin ho cc khu thao tc trung gian trong qu trnh vn
chuyn; Rt ngn thi gian bc d, cht xp hng ho khi chuyn ti; Gii phng nhanh
phng tin vn ti (do cng vic bc d, cht xp nng nhc v tn thi gian c c
gii ho); Hng ho c a t ca ti ca rt thun tin.
m bo an ton hng ho, trnh v, hao ht, xo trn, mt cp... trong qu
trnh giao nhn, vn chuyn nh c v bc bn chc ca cngten; tranh chp khiu ni
do tn tht hng ho gim bt; Tit kim chi ph bao b; Tn dng c dung tch ca
phng tin do gim c nhng khong trng.
C nhiu kh nng phi hp dch v vn ti a phng thc: ng st v ng b;
ng st v ng thu; ng st v ng hng khng; ng st v ng ng;
ng b v ng hng khng; ng b v ng thy; ng b v ng ng; ng
thu v ng hng khng; ng thu v ng ng; ng hng khng v ng ng.
Tuy nhin khng phi phng n no cng c tnh kh thi.
C 2 loi hnh vn chuyn a phng thc hin ang c s dng ph bin nht, c
bit trong vn ti quc t. l vn ti lin hp ng st - ng b (piggyback) v vn
ti lin hp ng thu - ng b (fishyback). Vic phi hp gia ng hng khng -
Khoa A Ebook.VCU 86
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 87
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 88
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 89
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
l kh trnh khi do nhng yu t khng kim sot c nh thi tit, tnh trng tc nghn
giao thng, v.v. Tuy nhin dao ng cn c gim n mc thp nht trong qu trnh di
chuyn xc nh i vi cc l hng giao, nhn. n nh vn chuyn nh hng n c
d tr ca ngi mua, ngi bn v nhng c hi, ri ro trong kinh doanh. Tuy nhin bn
cnh vic m bo tt tnh n inh trong vn chuyn, ch hng cng cn c c s linh
hot trong mi trng kinh doanh y bin ng, p ng c nhu cu vn chuyn t
xut v cp bch ca khch hng.
Lu : Lun c s nh i gia mc tiu chi ph v cht lng dch v vn chuyn.
t c mc p ng khch hng cao (hng c mt ng lc, ng ch, a dng
chng loi, khng thiu d tr) th thng phi vn chuyn vi tn s ln, khi lng
nh.... v nh vy chi ph vn chuyn ni ring v chi ph logistics ni chung s tng. V
vy, trong qu trnh xy dng k hoch chin lc vn chuyn cn phi kho lo t c
s cn i gia chi ph vn chuyn v cht lng dch v. Trong mt s trng hp, chi ph
thp l cn thit; tnh th khc, dch v l quan trng hn p ng tt nhu cu cung
ng hng ho cho khch hng. Qu trnh thit k v qun tr phi thc vn chuyn hp l l
trch nhim hng u ca nh qun tr logistics.
b. Thit k mng li v tuyn ng vn chuyn
Mng li v tuyn ng vn chuyn cn c thit k m bo s vn ng hp
l ca hng ho trong knh logistics theo nhng iu kin nht nh. C nhiu phng n
vn chuyn khc nhau: vn chuyn thng n gin; vn chuyn thng vi tuyn ng
vng; vn chuyn qua trung tm phn phi; vn chuyn qua trung tm phn phi vi tuyn
ng vng v vn chuyn p ng nhanh.
Vn chuyn thng n gin (direct shipment network):
Vi phng n vn chuyn thng, tt c cc l hng c chuyn trc tip t tng
nh cung ng ti tng a im ca khch hng nh trong hnh 4.3. l nhng tuyn
ng c nh v nh qun tr logistics ch cn xc nh loi hnh phng tin vn ti v
qui m l hng cn gi, trong c cn nhc ti mc nh i gia chi ph vn chuyn
v chi ph d tr hng ho.
Cc nh cung a im khch
ng hng
Khoa A Ebook.VCU 90
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 91
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Vn chuyn qua trung tm phn phi (all shipments via distribution center)
Trong phng n ny, cc nh cung ng khng vn chuyn trc tip ti a im ca
khch hng, m vn chuyn thng qua mt trung tm phn phi (DC) trong mt khu vc
a l nht nh (hnh 4.5). Sau , trung tm phn phi ny chuyn nhng l hng tng
ng n tng khch hng trn a bn hot ng ca mnh.
DC to nn mt khu trung gian gia nh cung ng v khch hng thc hin 2
nhim v: d tr v chuyn ti. S hin din ca DC c th gip gim chi ph ca ton b
chui cung ng logistics khi cc nh cung ng xa khch hng v chi ph vn chuyn ln.
C 2 nguyn tc vn chuyn -- li th nh qui m v li th nh khong cch c
c trit khai thc phng n vn chuyn qua trung tm phn phi.
Siu th Wal-Mart (siu th gi r ca M c mng li bn l ton cu) rt thnh
cng khi t mua nhng l hng ln ti cc nc c li th cnh tranh tng nhm hng
khc nhau v s dng cc DC d tr, phn l v chuyn ti cho mng li ca hng ca
mnh.
Cung Khch
ng hng
TT phn
phi
Khoa A Ebook.VCU 92
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Cung Khch
ng hng
TT phn phi
Khoa A Ebook.VCU 93
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 94
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 95
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Khoa A Ebook.VCU 96
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
kinh doanh. C lc t mc ch cao nht l cung ng hng ho phc v khch hng. Thm
na th trng dch v vn ti cng ht sc phong ph v si ng vi nhiu n v c li
th cnh tranh trn tng a bn hot ng. Bi vy t c mc ch ti u ho hot
ng vn chuyn hng ho ni ring v h thng logistics ni chung trong doanh nghip,
nh qun tr phi c tm nhn chin lc v kh nng phi hp nhiu phng n vn
chuyn khc nhau. Cng vi s h tr ca cng ngh thng tin v mng internet, kh nng
a ra cc quyt nh phi hp vn chuyn ngy cng m rng.
a. Phi hp vn chuyn cn c theo mt khch hng v khong cch
Doanh nghip cn cn nhc n mt khch hng v khong cch t doanh
nghip/trung tm phn phi ti a im giao hng khi thit k mng li vn chuyn t
c cc phng n phi hp khc nhau trn tng khu vc (xem bng 3.3).
Khi doanh nghip phc v s lng khch hng ln vi mt dy c xung quanh
mt trung tm phn phi th phng n tt nht l s dng i vn chuyn ring ch
ng cung ng v khai thc ti a cng sut phng tin vi tuyn ng vng. Trong
trng hp mt khch hng ng nhng khong cch xa DC th vn chuyn ring vi
tuyn ng vng l lng ph bi lt v khng hng ca i xe. Lc ny vic s dng
dch v vn chuyn cng cng cho qung ng di ti kho/DC gn khu vc khch hng
s hiu qu hn. T kho/DC th c th s dng i xe vn chuyn ring (nu c) hoc vn
chuyn hp ng theo tuyn ng vng ri hng ti mng li khch hng cn cung
ng. Khi mt khch hng trong mt a bn tha tht th vic s dng vn chuyn hp
ng vi n v vn ti nh (khng y xe = LTL) th s ti u hn. Bi n v ny c th
phi hp cc l hng ca cc ch hng khc cho cng mt tuyn ng. Cn vn chuyn
bu kin thng c coi l phng n la chn hp l khi mt khch hng rt thp m
khong cch vn chuyn li xa.
Bng 4.2. Phng n vn chuyn cn c theo mt khch hng v khong cch
Khong
cch Ngn Trung bnh Ln
Mt
Vn chuyn qua trung Vn chuyn qua trung
Dy Vn chuyn ring vi tm phn phi, t tm phn phi, t
( Cao) tuyn ng vng chuyn ti theo tuyn chuyn ti theo tuyn
ng vng ng vng
Vn chuyn khng y
Trung Vn chuyn hp ng Vn chuyn khng y
thng ti / Vn chuyn
bnh vi tuyn ng vng thng ti
bu kin
Thp Vn chuyn hp ng Vn chuyn khng y Vn chuyn bu kin
( Tha) vi tuyn ng vng/ thng ti / Vn chuyn
Khoa A Ebook.VCU 97
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Vn chuyn khng y
bu kin
thng ti
b. Phi hp vn chuyn theo qui m khch hng
Doanh nghip phi tnh n qui m v a im khch hng khi thit k mng li v
tuyn ng vn chuyn. Khi p ng nhng n hng ln th c th vn chuyn y xe
hoc y toa tu (TL/CL), cn vi nhng khch hng nh th nn s dng n v vn ti
nh, vn chuyn khng y xe (LTL) hoc vn chuyn theo tuyn ng vng.
Khi cung ng hng ho cho khch s c 2 loi chi ph: chi ph vn chuyn v chi ph
giao nhn hng. Trn cng mt qung ng th chi ph vn chuyn l khng i cho d l
khch hng ln hay nh, nhng chi ph giao hng i vi khch hng nh s ln hn nu
tnh trn tng n v hng ho. Bi vy nu giao hng cho tt c khch hng (bt k qui m
ln hay nh) theo cng mt tn s th s khng phi l phng n ti u. Do ngi ta
thng phn loi khch hng theo qui m: ln (L), va (M) v nh (S), ri s dng tuyn
ng vng cung ng cho khch hng vi tn s khc nhau.
V d, c th b sung d tr cho khch hng ln 6 ln/2 tun; khch hng va l 3
ln/2 tun v khch hng nh l 2 ln/2 tun. Nu trn mt a bn vn chuyn doanh
nghip c 1 khch hng ln (L), 2 khch hng qui m va (M1, M2) v 3 khch hng qui
m nh (S1, S2, S3) th c th phi hp vn chuyn p ng nhu cu khch hng nh sau:
(L, M1, S1); (L, M2; S2); (L,M1,S3); (L,M2,S1); (L,M1,S2); (L,M2,S3). Nh vy mi chuyn
hng vn vn chuyn c y xe, khch hng ln th c giao hng nhiu ln hn, tng
ng vi mc tiu th hng ho v chi ph giao nhn hng ca h.
c. Phi hp vn chuyn v d tr hng ho
Cc phng n phi hp gia vn chuyn v d tr hng ho cn c cn nhc tu
thuc vo qui m nhu cu th trng v loi hnh sn phm (xem bng 3.4). i vi nhng
mt hng c gi tr cao v c nhu cu t hng ln th c th chia nh d tr chu k tit
kim chi ph vn chuyn bng cch s dng cc phng tin vn chuyn chi ph thp b
sung loi hnh d tr ny. Bn cnh , c th phi hp vn chuyn d tr bo him ca
nhiu mt hng thuc nhm ny gim chi ph d tr, ng thi s dng phng tin vn
chuyn nhanh p ng i hi ca khch hng. Cn vi nhng mt hng gi tr cao m
nhu cu th trng thp th nn phi hp vn chuyn tt c cc l hng gim chi ph d
tr hng ho.
i vi cc mt hng gi tr thp th vn chuyn cng c vai tr c bit quan trng,
nht l trong cnh tranh xut khu. Chi ph vn chuyn nhng nhm hng nh ct, , si,
than, xi mng, st, thp, c ph, cao su... c th chim n 50% gi tr l hng. V vy thit
k tuyn ng v t chc vn chuyn ti u s gp phn ng k nng cao hiu qu kinh
doanh.
Khoa A Ebook.VCU 98
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Sn
phm
Gi tr cao Gi tr thp
Th
trng
Phi hp vn chuyn d tr bo him. Chia nh Khng phi hp vn chuyn
Nhu d tr chu k. S dng phng tin vn chuyn bt k loi d tr no. S
cu ln chi ph thp b sung d tr chu k. S dng dng phng tin chi ph
phng tin nhanh p ng d tr bo him thp b sung d tr
Phi hp vn chuyn tt c cc loi d tr trong Ch phi hp vn chuyn d
Nhu cng mt chuyn hng. S dng phng tin tr bo him. S dng
cu nh vn chuyn nhanh p ng n hng nu cn phng tin chi ph thp
thit b sung d tr chu k
3.8.3 H thng chng t trong vn chuyn hng ho
Trong hp ng mua bn (trong nc cng nh quc t) bao gm nhiu iu khon,
trong c iu khon v vn chuyn. Cc iu khon ny trc tip hay gin tip qui nh
trch nhim ca ngi bn v ngi mua trong vic thanh ton cc ph i vi n v vn
ti v c trch nhim t chc chuyn ch hng ho trn tuyn ng xc nh. Bn no
thanh ton trc tip cc ph vn chuyn v t chc chuyn ch hng ho c gi l bn
c Quyn v vn ti.
Trong thng mi quc t, ngi nhp khu cng nh ngi xut khu u mong
mun ginh c Quyn v vn ti bi mt s thun li nh: c t do la chn
phng tin v tuyn ng cng vi cc dch v i km ph hp vi iu kin ca mnh;
ch ng trong vic t chc chuyn ch v giao nhn; tng thu v gim chi ph ngoi t.
Ti Vit Nam, do nng lc vn ti quc t khng p ng c nhu cu chuyn ch hng
ho ca cc cng ty xut nhp khu trong v ngoi nc nn thng khng ginh c
quyn vn chuyn. Ch yu cc hp ng kinh doanh c k theo iu kin mua hng
theo CIF v bn hng theo FOB, tc l thu tu nc ngoi vn chuyn hng ho.
Cn trong kinh doanh ni a, vic vn chuyn do bn no m nhim tu thuc vo
ngun lc thc t v nng lc qun l vn chuyn ca cc bn. Cn c vo cc iu khon
Khoa A Ebook.VCU 99
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Thng tin n t
Ngi gi hng Ngi nhn
Dng hng
ho
Knh VC
vc
Vn Tuyn
n ng
Ho n/chi Ho n
tit vc vc
Chuyn Chuyn
tin tin
V vn ti
Dng chng t/ thanh Dng thng
ton tin
bn, ph ph, ph thu cng vi cc iu kin tr tin trc hoc tr tin sau. Trong dch v
vn chuyn bng ng st, chi ph phi c tr trc khi hng gi i, cn vn chuyn
ng b th c th tr sau trong vng 7 ngy sau khi nhn c bin lai.
Khiu ni vn chuyn (freight claim): thng thng n v vn ti c th phi i
din vi 2 kiu khiu kin l trch nhim php l ca ngi vn chuyn v mc cc ph:
Khiu ni v vic mt mt, h hng hay tr hn: n v vn ti phi c trch
nhim trong vic vn chuyn hng ho ng hn m khng gy ra thit hi hoc mt mt
g. Vn n xc nh mt cch chi tit gii hn trch nhim ca ngi vn chuyn. Nhng
thit hi do tr hn m khng a ra c l do xc ng s phi c n b theo mc
gi tr thit hi ca hng ho do s chm tr gy ra.
Chi ph qu cao: do c s nhm ln trong bin lai thanh ton v mc cc vn
chuyn (v d nh vic dng bng phn cp cc khng ng dn n vic tnh cc sai;
nhm ln trong vic tnh qung ng vn chuyn; sai st trong tnh ton) v s khc nhau
trong vic vn dng cc nguyn tc v trong vic s dng biu cc. Cc bin lai ny
thng c kim tra c th pht hin cc nhm ln trc khi thc hin thanh ton, v
sau s pht hnh li mt bin lai khc.
b. H thng chng t trong vn chuyn quc t
im khc bit c bn gia vn chuyn hng ho quc t so vi ni a l s lng
ln hn nhiu ca tp chng t v ho n s dng trong xut nhp khu hng ho i km
vi hot ng vn chuyn. iu ny phn no phn nh tnh phc tp, a dng, v nhiu
ri ro ca thng mi quc t. Di y l mt s chng t v mc ch ca chng:
Chng t dng trong hot ng xut khu:
Vn n: hp ng vn chuyn hng ho gia ngi thu vn chuyn v n v
vn ti
Ho n cng: c s dng chuyn giao hng ho gia trong v ngoi nc
Hng dn giao hng: cung cp cc ch dn chi tit cho n v vn ti trong
nc khi thc hin chuyn hng ra nc ngoi
Khai bo xut khu: c yu cu t pha b thng mi ca nc xut khu
lm ngun thng tin thng k kim ngch xut khu
Tn dng th: chng t c gi tr bo m vic thanh ton cho ch hng vi khi
lng hng ca h.
Chng nhn ca lnh s qun: c s dng qun l hng ho vn chuyn ti
nc .
Chng nhn v ngun gc ca hng ho: m bo chc chn vi nc nhp
khu v xut x ca hng ho .
Tm tt chng 4
Chng 4 phn tch vai tr v c im ca cc loi hnh v phng thc vn chuyn
hng ho khc nhau, cng vi cc quyt nh c bn ca qun tr vn chuyn hng ho
trong h thng logistics ca doanh nghip.
Vi s pht trin a dng, phong ph ca cc phng thc vn chuyn, vic phn loi
vn chuyn hng ho c th chia ra theo nhiu c im khc nhau. Theo c trng con
ng/ phng tin vn ti th c cc loi hnh vn chuyn ng st, ng thu, ng
b, ng hng khng, v ng ng. Theo c trng s hu v mc iu tit ca Nh
nc th c th phn loi thnh cc loi hnh vn chuyn nh vn chuyn ring, vn chuyn
hp ng v vn chuyn cng cng. Cn theo kh nng phi hp cc loi phng tin vn
ti th c vn chuyn n phng thc v a phng thc. Tu vo cc yu t v dch v,
chi ph, khong cch, khi lng vn chuyn v yu cu ca khch hng m doanh nghip
la chn phng thc vn chuyn ph hp.
Trong doanh nghip, dch v khch hng, d tr, vn chuyn, l nhng hot ng
then cht. Tuy nhin, cho cc hot ng ny t kt qu tt, cn phi c cc hot ng
h tr, nh mua, nghip v kho v bao b, h thng thng tin Logistics,
3.9 Qun tr mua trong cc doanh nghip
3.9.1 Vai tr v mc tiu ca mua
a. Khi nim, vai tr ca mua
Mua l hnh vi thng mi, nhng ng thi cng l cc hot ng ca doanh nghip
nhm to ngun lc u vo, thc hin cc quyt nh ca d tr, m bo vt t, nguyn
liu, hng ha,cho sn xut, cung ng hng ha cho khch hng trong kinh doanh
thng mi. V do :
Mua l h thng cc mt cng tc nhm to nn lc lng vt t, nguyn liu, hng
ho cho doanh nghip, p ng cc yu cu d tr v bn hng vi tng chi ph thp
nht
Mua c vai tr ht sc quan trng:
- Mua m bo b sung d tr kp thi, p ng cc yu cu vt t nguyn liu ca
qu trnh sn xut, p ng yu cu hng ha bn ra trong kinh doanh thng mi.
Qu trnh sn xut sn phm c cht lng v lin tc ph thuc vo vic cung ng
vt t, nguyn liu, v do ph thuc vo qun tr d tr v mua; Vic cung ng hng
ha cho khch hng trong kinh doanh thng mi c m bo tha mn nhu cu ca khch
hng hay khng ph thuc rt ln vo vic duy tr d tr, trong lc , mua m bo thc
hin nhng quyt nh d tr ca doanh nghip.
- Mua m bo gim chi ph, tng hiu qu s dng vn, v do tng hiu qu kinh
doanh cho doanh nghip.
Chi ph mua v gi tr sn phm mua chim t trng ln trong tng tr gi sn phm
(hng ha) bn ra. Chnh v vy, ch cn gim mt t l nh chi ph trong mua s m bo
nng cao hiu qu ln cho kinh doanh: tng li nhun, gim yu cu vn trong mua v d
Quan h lu di
Lm li
phn kinh t, theo v tr trong knh phn phi, theo trnh cng ngh,Mi loi nh cung
ng theo cc cch phn loi s cho nhng c im nht nh nh gi, la chn
Tip theo, cn nh gi cc nh cung ng theo cc tiu chun xc nh. Cc tiu
chun c th khc nhau ty thuc vo c im kinh doanh ca tng doanh nghip, c
im ca cc nh cung ng theo cc cch phn loi, nhng v c bn bao gm nhng tiu
chun v Sc mnh marketing cht lng, gi c; Sc mnh ti chnh nng lc vn
kinh doanh, qui m,; Sc mnh Logistics - tin cy trong vic giao hng, cung cp
dch v,
thun tin cho vic xp loi nh cung ng, c th s dng m hnh lng ha nh
gi nh cung ng:
n Dk: Tng s im nh gi nh cung ng k
Dk d i qi
i 1 di: im nh gi tiu chun i ca nh cung ng k (0di10)
qi: quan trng ca tiu chun i (0qi1, qi=1)
n: S tiu chun nh gi
Xc nh t
Quyt nh mua nh cung ng hng, k
hp ng
mua
Nhp hng mua
nh gi sau mua
a. Quyt nh mua
Giai on u tin ca qu trnh nghip v mua l quyt nh mua, c ngha khi no
th mua, mua ci g v bao nhiu, v cch thc mua.
Mua c tin hnh khi c quyt nh t hng b sung d tr ty thuc vo m hnh
kim tra d tr p dng, khi i hi p ng l hng cung ng trc tip cho khch hng,
khi phi khai thc nhng c hi trn th trng (mua mt hng mi, mua tn dng s
bin ng ca gi c trn th trng,)
Ty thuc vo s bin ng gi mua trn th trng m a ra quyt nh thi im
mua:
- Mua tc thi: Mua p ng nhu cu tiu th trong thi gian hin ti (vt t,
nguyn liu cho sn xut, hng ha cung ng cho khch hng) trong trng hp gi
mua trn th trng n nh hoc c xu hng gim;
- Mua trc: Mua p ng nhu cu tiu th trong c thi gian di trong trng hp
gi mua trn th trng tng nhanh; mua trc s c li gi thp, nhng khng c li v lm
tng d tr. V vy quyt nh c nn mua trc hay khng v mua trc bao lu, cn
so snh tng chi ph bao gm gi tr mua v chi ph d tr gia cc phng n.
Cn phi hiu rng, mua trc khc v bn cht vi mua u c.
c. t hng, k hp ng mua
t hng, k hp ng mua nhm to nn hnh thc php l ca quan h mua bn. C
th c 2 cch tin hnh:
Cch 1:
Cch ny thng p dng i vi phng thc mua li khng iu chnh hoc mua li
c iu chnh trong trng hp nh cung ng chp nhn nhng thay i ca bn mua. Cch
ny n gin theo , ngi mua ch vic lp n hng ri s dng cc phng tin chuyn
pht n hng cho bn mua (fax, email,)
Cch 2:
Ngi mua lp n hng Hai bn trc tip gp nhau Hai bn k thng nht n t
hoc d tho hp ng v m phn hng hoc k hp ng
Cch ny thng p dng vi phng thc mua mi vi ngun hng mi, phng
thc mua li c iu chnh trong trng hp nh cung ng v bn mua cn gp nhau
thng lng, hoc trong trng hp thay th nh cung ng hin ti.
m phn t kt qu, cn tun th qui trnh hp l sau:
o Giai on chun b
o Giai on tip xc
o Giai on m phn
o Giai on kt thc m phn k kt hp ng cung ng
o Giai on rt kinh nghim
Nhng thng tin cn c trong n hng hoc hp ng mua bn:
o Tn v a ch ca cng ty t hng
o S, k m hiu ca n t hng
o Thi gian lp n t hng
o Tn v a ch ca nh cung cp
o Tn, cht lng, qui cch loi vt t cn mua
o S lng vt t cn mua
o Gi c
o Thi gian, a im giao hng
o Thanh ton
o K tn
Mi iu khon trong n hng v hp ng phi tnh ton cn thn theo cch tip
cn phng n kinh doanh.
d. Nhp hng
L qu trnh thc hin n t hng, hp ng mua bn v a hng ho vo cc c
s Logistics (kho, ca hng bn l). Ni dung nhp hng bao gm giao nhn hng ho v
vn chuyn.
Giao nhn hng ho l qu trnh chuyn giao quyn s hu hng ho gia ngun
hng v doanh nghip. Qu trnh giao nhn c th ti kho ca nh cung ng hoc ti c s
logistics ca bn mua. Trong trng hp giao nhn ti kho ca nh cung ng, bn mua phi
chu trch nhim vn chuyn hng ho. Ni dung giao nhn hng ho bao gm tip nhn s
lng v cht lng hng ho, lm chng t nhp hng.
Nh cung ng thng chu trch nhim vn chuyn hng ho, bi n c th tit kim
c chi ph cho c ngi mua v bn. Nhng trong nhng trng hp nht nh, bn mua
phi t mnh vn chuyn hng ho (do c im hng ho phi c phng tin vn ti
chuyn dng, hoc nh cung ng khng c kh nng t chc vn chuyn hng ho ). Trong
trng hp ny, bn mua phi c phng n vn chuyn hp l m bo chi ph thp nht.
V mt tc nghip quan h kinh t, sau khi giao nhn l kt thc mt ln mua hng.
Nhng theo gc qun tr, sau khi giao nhn hng ho, cn phi tin hnh nh gi qu
trnh nghip v mua nhm cung cp thng tin iu chnh chu k mua sau t kt qu tt
hn.
e. nh gi sau mua
L vic o lng kt qu sau mua theo cc tiu chun, xc nh nguyn nhn ca
thng v khng p ng yu cu.
Cc tiu chun nh gi sau mua:
- Tiu chun l hng: Mc p ng yu cu mua v s lng, c cu, cht lng.
- Tiu chun hot ng: Gm thi gian thc hin n hng hoc hp ng, tnh chnh
xc ca thi gian v a im giao nhn
- Tiu chun chi ph: Mc tit kim chi ph trong qu trnh mua.
So snh kt qu thc hin vi cc tiu chun. Nu thc hin cha tt cc tiu chun
t ra, cn xc nh nguyn nhn c hnh ng thch hp. Nguyn nhn c th do bn
bn hoc mua.
3.10 Qun tr kho
3.10.1Khi nim, vai tr v chc nng kho
a. Khi nim v vai tr ca kho
Kho l loi hnh c s logistics thc hin vic d tr, bo qun v chun b hng ho
nhm cung ng hng ho cho khch hng vi trnh dch v cao nht v chi ph thp
nht.
Kho cha l b phn trc tip thc hin nhiu ni dung hot ng logistics ca doanh
nghip. Hot ng kho lin quan trc tip n vic t chc, bo qun hng ho d tr,
chun b l hng theo yu cu kinh doanh ca doanh nghip. Vi v tr nh vy, kho hng
ho c cc vai tr sau:
- m bo tnh lin tc ca qu trnh sn xut v phn phi hng ho: nhu cu tiu
dng c th bin thin theo ma v v c nhng dao ng kh lng. Cc ngun cung
cng lun c nhng din bin phc tp trong khi hot ng sn xut cn c duy tr lin
tc m bo cht lng n nh vi chi ph hp l, do vy lng d tr nht nh trong
kho gip doanh nghip c th i ph c vi nhng thay i bt thng ca iu kin
kinh doanh phng nga ri ro v iu ho sn xut.
- Gp phn gim chi ph sn xut, vn chuyn, phn phi: Nh c kho nn c th
ch ng to ra cc l hng vi quy m kinh t trong qu trnh sn xut v phn phi nh
m gim chi ph bnh qun trn n v. Hn na kho gp phn vo vic tit kim chi ph
lu thng thng qua vic qun l tt nh mc hao ht hng ho, s dng tit kim v hiu
qu c s vt cht ca kho.
- H tr qu trnh cung cp dch v khch hng ca doanh nghip thng qua vic
m bo hng ho sn sng v s lng, cht lng v trng thi l hng giao, gp phn
giao hng ng thi gian v a im.
- H tr vic thc hin qu trnh logistics ngc thng qua vic thu gom, x l,
ti s dng bao b, sn phm hng, sn phm tha
Trong iu kin hin nay cc doanh nghip cn c gng gim bt nhu cu v kho
bi khi c th. iu ny i hi phi nm vng mi lin h ca kho vi cc hot ng
logistics khc.
- Mi lin h gia kho vi vn chuyn: Nh c hai h thng kho u vo v u ra
ca qu trnh sn xut, doanh nghip c th tit kim c chi ph vn ti. Ngi ta c th
lp nhng kho thu gom, tng hp hng ha gn ngun cung cp, tit kim chi ph vn
chuyn vt t phc v u vo. C th, vt t t cc nh cung cp, vi tng l hng nh s
c vn chuyn bng phng tin vn ti nh n tp trung kho. Ti s tin hnh
gom thnh cc l ln, ri dng phng tin ln thch hp vn chuyn. Tng t, c
th xy dng nhng kho thnh phm gn th trng tiu th. Sn phm s c tp trung
cc kho, ti y chng c phn thnh nhng l hng ph hp vi yu cu ca khch
hng trn a bn kho c phn cng ph trch, ri c vn chuyn bng nhng phng
tin c trng ti thch hp n cho khch hng. Nh vy, nh b tr h thng kho hp l ta
c th tit kim c chi ph vn chuyn.
- Mi lin h gia kho vi sn xut: Gia kho, chi ph qun l kho v chi ph sn
xut c mi lin h rt mt thit, i hi phi quan tm nghin cu tm ra li gii ti u.
Nu nghin cu k nhu cu th trng, bm st nhng thay i ca th trng, t chc sn
xut tng l hng nh, th s khng c hng tn kho. Nh chi ph qun l kho s gim,
nhng ngc li chi ph sn xut s tng, do phi thay i trang thit b cng cc yu t u
vo khc. Ni chung, chi ph sn xut 1n v sn phm lun t l nghch vi quy m sn
xut. Cha k n trng hp, hng khng p ng nhu cu ca khch hng, khch s
chuyn sang mua sn phm khc c tnh nng tng ng, mt khch l thit hi ln nht
i vi nh cung cp. Cn nu sn xut vi quy m qu ln th c th dn n tnh trng
hng khng bn ht, lng hng tn kho ln, quay vng vn chm, lm nh hng n
hiu qu kinh doanh ca n v.
- Mi quan h gia kho vi cc dch v khch hng: Nh c cc kho hng d tr
mi c th p ng kp thi c nhu cu ca khch. Con ngi khng th d bo ht
c nhng tn hung bt trc, chnh v vy, phc v khch hng tt nht th cn c h
thng kho lu tr hng ho.
- Mi lin h gia kho v tng chi ph logistics: Chi ph qun l kho v chi ph d
tr c mi quan h cht ch vi cc khon chi ph khc ca hot ng logistics, nn khng
th tu tin tng ln v ct gim. Cn xc nh s lng kho, b tr mng li kho sao cho
phc v khch hng c tt nht vi tng chi ph logistics thp nht.
b. Chc nng kho hng ho
Doanh nghip cn hoch nh cng tc mua hng vi s lng thch hp v s dng
nh kho nh 1 a im n dng gom, ghp, tch ng b, hon thin hng ho,
phc v tt nhu cu ca khch hng trn c s tit kim chi ph vn ti v cc dch v khc.
Kho bi hin i thng gi nhng chc nng sau:
- Gom hng: Khi hng ho/nguyn liu c nhp t nhiu ngun nh, l khc nhau
th kho ng vai tr l im tp kt hp nht thnh l hng ln, nh vy s c c li
th nh qui m khi tip tc vn chuyn ti nh my/th trng bng cc phng tin y
toa/xe/thuyn.
- Phi hp hng ho: p ng tt n hng gm nhiu mt hng a dng ca
khch hng, kho bi c nhim v tch l hng ln ra, phi hp v ghp nhiu loi hng ho
khc nhau thnh mt n hng hon chnh, m bo hng ho sn sng cho qu trnh bn
hng. Sau tng n hng s c vn chuyn bng cc phng tin nh ti khch hng.
- Bo qun v lu gi hng ho: m bo hng ho nguyn vn v s lng, cht
lng trong sut qu trnh tc nghip; tn dng ti a din tch v dung tch kho; chm sc
gi gn hng ho trong kho
qun, v vn chuyn trn c s tin th lao c nh hoc bin i. Kho cng cng cung cp
cc dch v tiu chun cho mi khch hng.
Kho cng cng em li li ch linh hot v ti chnh v li ch kinh t. Chng c qui
m nghip v v trnh qun tr chuyn mn rng ln hn, bi l kho l n v kinh
doanh c bn. Theo quan im ti chnh, kho cng cng c th c chi ph bin i thp hn
kho dng ring. Chi ph ny thp hn c th l do tnh kinh t nh qui m, nng sut cao
hn. Kho cng cng cng c chi ph vn thp hn. Nu nh hiu lc qun tr c iu
chnh ph hp vi li nhun trn u t (ROI) th vic s dng kho cng cng c th tng
ng k li nhun ca doanh nghip. Kho cng cng c th cung cp tnh linh hot do d
thay i v tr, qui m, v s lng kho, cho php doanh nghip p ng nhanh vi ngun
hng, khch hng, v nhu cu thi v. Do kho cng cng d tr v bo qun hng ho cho
mi khch hng nn c qui m rt ln v do em li li th kinh t nh qui m. Kh
nng cung cp nhiu dch v cng lc.
b.3. Phn theo iu kin thit k, thit b
- Kho thng thng: C c im thit k, kin trc xy dng v thit b thc hin
qu trnh cng ngh trong iu kin bnh thng.
- Kho c bit: C c im thit k - kin trc xy dng v thit b ring bit
bo qun nhng hng ho ch bit do tnh cht thng phm v yu cu ca qu trnh vn
ng hng ho (kho lnh, kho ng vt sng)
b.4. Phn theo c im kin trc
- Kho kn: C kh nng to mi trng bo qun kn; ch ng duy tr ch bo
qun, t chu nh hng ca cc thng s mi trng bn ngoi.
- Kho na kn: Ch c th che ma, nng cho hng ho, khng c cc kt cu
(tng) ngn cch vi mi trng ngoi kho.
- Kho l thin (bi cha hng): Ch l cc bi tp trung d tr nhng hng ho t
hoc khng b nh hng bi nhng thay i ca kh hu, thi tit.
b.5. Phn theo mt hng bo qun
- Kho tng hp: C trnh tp trung ho v chuyn mn ho cao. Kho bo qun
nhiu loi hng ho theo cc khu kho v nh kho chuyn mn ho.
- Kho chuyn nghip: Chuyn bo qun mt nhm hng/loi hng nht nh.
- Kho hn hp: C trnh tp trung ho v chuyn mn ho thp nht. Kho bo
qun nhiu loi hng ho trong mt khu kho hoc nh kho.
3.10.3Cc quyt nh c bn ca qun tr kho v qu trnh nghip v kho
a. Cc quyt nh qun tr kho:
Qun tr kho bao gm mt s quyt nh quan trng th hin trong Hnh 5.3
a.1. Quyt nh v mc s hu
L quyt nh ca doanh nghip t u t xy v khai thc kho ring hay thu khng
gian cha hng trong mt khong thi gian nht nh? Cn c a ra quyt nh ln ny
gm c:
- Cn i gia nng lc ti chnh v chi ph kho: kho ring cn phi c u t ban
u ln v t ai, thit k/xy dng v trang thit b (bt ng sn), bi vy doanh nghip
c qui m ln, nhu cu th trng n nh, lu chuyn hng ho qua kho cao th thng
mi tnh n vic u t cho kho ring.
- Cn i gia tnh linh hot v kh nng kim sot: u im ni tri ca kho cng
cng l tnh linh hot v v tr/qui m vi nhiu loi hnh dch v khc nhau tuy nhin khi
nhu cu thi v tng t bin th kho cng cng c th khng p ng c nhu cu thu
cha hng ca doanh nghip.
S
S hu
hu
Kho
Kho ring
ring Kho
Kho cng
cng cng
cng
S
S lng
lng kho?
kho?
Tp
Tp trung
trung Phn
Phn tn
tn
Qui
Qui m
m kho?
kho?
V
V tr
tr kho?
kho?
B
B tr
tr khng
khng gian
gian nh
nh kho
kho
Sn
Sn phm
phm g?
g?
u?
u?
nhiu kho vi qui m nh? a im kho khu vc no: gn th trng/gn ngun hng?
v.v. l cc quyt nh lin quan cht ch vi nhau v ph thuc vo nhiu yu t khc
nhau:
Th trng mc tiu
Qu trnh pht trin th trng ca doanh nghip: tng s im nhu cu, tng qui
m v c cu nhu cu
Tng trng qui m v c cu nhu cu trn th trng mc tiu
Nhu cu v dch v logistics ca KH: mt hng, thi gian, a im,....
Ngun hng
S lng v qui m v c cu ngun hng cung ng cho th trng
V tr phn b ngun hng c v a im v khong cch
iu kin giao thng vn ti
Mng li cc con ng giao thng
H tng c s k thut ca cc im dng : bn cng, sn bay, ga tu
S pht trin cc loi phng tin vn ti
Cc ph vn chuyn: Phi xem xt xu hng chuyn dch chi ph vn ti khi xc
nh a im phn b gia ngun v th trng. Nu xu hng gim th nn t v tr phn
b ngay khu vc nhu cu th trng.
a.3. B tr khng gian trong kho
Cho d l kho ring hay kho i thu, vic b tr khng gian v thit k mt bng kho
nh hng rt ln n hiu qu v hiu sut ca qu trnh tc nghip trong kho. Thit k v
qui hoch mt bng kho cn cn c vo nhng yu t sau:
- Nhu cu v hng ho lu tr v trung chuyn qua kho (hin ti v tng lai)
- Khi lng/th tch hng ho v thi gian lu hng trong kho
- B tr din tch cc khu vc dnh cho cc tc nghip nh nhn hng, giao
hng, tp hp n hng, d tr di ngy/ngn ngy, vn phng, ch cho bao b v ng i
cho phng tin/thit b kho
Kho hng ho phi c thit k sao cho m bo p ng nhanh qu trnh mua bn
hng ho qua kho, phi hp l ho vic phn b d tr trong kho v m bo cht lng
hng ho.V vy, cn lu n nhng nguyn tc thit k v qui hoch mt bng kho hng
ho nh sau: (1) S dng hiu qu mt bng kho; (2) S dng ti a cao ca kho; (3) S
dng hiu qu thit b bc d, cht xp; (4) Di chuyn hng ho theo ng thng nhm ti
thiu ho khong cch vn ng ca sn phm d tr.
b. Nghip v kho
Nghip v kho l h thng cc mt cng tc c thc hin i vi hng ho trong
qu trnh vn ng qua kho nhm p ng cho qu trnh trao i hng ho qua kho vi chi
ph thp nht.
Tu thuc vo sn phm, vt t, hng ha bo qun v loi hnh kho m qu trnh
nghip v kho khc nhau. Tuy nhin bt k qu trnh nghip v kho no cng phi tri qua
3 cng on: Nhp hng; tc nghip kho; v giao hng.
S tng qut qu trnh nghip v kho c th hin biu hnh 5.4.
b.1. Nghip v tip nhn hng.
Tip nhn l cng on trung gian gia qu trnh nghip v mua hng, nghip v vn
chuyn, v nghip v kho. Do , tip nhn th hin mi quan h kinh t - php l gia
cc n v kinh t: ngun hng, nh cung cp dch v vn chuyn, v doanh nghip thng
mi. Chnh v vy, tip nhn phi m bo cc yu cu sau:
- Xc nh trch nhim vt cht c th gia n v cung ng v ngi nhn hng:
y l xc nh r trch nhim vt cht trong vic thc hin cc cam kt kinh t - php l
gia ngi bn (ngun hng) v ngi mua (doanh nghip), v n v vn chuyn hng
ho c k kt trong hp ng mua-bn v hp ng vn chuyn hng ho.
- Kim tra vic thc hin k hoch nhp hng ca doanh nghip, kim tra vic thc
hin hp ng mua bn v vn chuyn gia cc bn: Thng qua tip nhn hng, c th tp
hp c thng tin v mua hng v vn chuyn hng, do phi tin hnh hch ton
nghip v nhp hng kho chi tit v c th.
- m bo tip nhn kp thi, nhanh chng v chnh xc: Yu cu ny nhm tit
kim thi gian hng ho dng li cng on tip nhn, do gii phng nhanh phng
tin vn ti, nhanh chng a hng ho vo ni bo qun. Tnh kp thi v nhanh chng
khng c lm nh hng n tnh chnh xc trong vic kim tra s lng v cht lng
hng ho.
NHP HNG
Tip nhn xe theo lch
U VO D hng
Kim tra s lng/cht lng
So snh vi chng t
PHT HNG
Xp lch chy xe
Cht hng ln xe U RA
Vn n
Cp nht thng tin
Cht xp hng vo v tr
Phn b v cht xp hng ho hp l kho s m bo thun tin cho vic bo qun
hng ho, tip nhn v pht hng, ng thi tn dng tt nht din tch v dung tch kho
hng ho.
- Nguyn tc ca phn b v cht xp hng ho: Phi theo khu vc v theo loi
hng, trnh nh hng c hi ln nhau gia cc loi hng ho v mi trng bo qun v
b tr ln cn nhng hng ho c lin quan vi nhau trong tiu dng; m bo trt t v v
sinh- d tm, d thy, d ly, d kim k hng ho; m bo m quan cho kho hng ho.
C ngha nhng hng ho ging nhau v iu kin v k thut bo qun th c th bo
qun trong cng mt khu vc kho; tuy nhin, i vi nhiu loi hng ho do c tnh
thng phm m nh hng c hi ln nhau tuy rng c cng iu kin bo qun, th cn
phi cch ly nhau nh ch, thuc l,. .
- Yu cu chung trong phn b v cht xp: m bo thun tin cho vic tin hnh
cc nghip v kho; m bo an ton cho con ngi, hng ho v phng tin; bo m tit
kim sc lao ng, gim chi ph, khng ngng nng cao nng sut lao ng, tn dng sc
cha ca kho, cng sut thit b.
- Xc nh v tr phn b hng ho: V tr phn b hng ho bo qun thng c
xc nh tu thuc vo 3 yu t: thi gian lu gi trong kho, kch thc v hnh khi ca
hng ha. Nhng hng ho c lin quan trong tiu dng thng c pht trong cng mt
l hng, cho nn thun tin cho pht hng, cn c b tr gn nhau.
Bo qun, chm sc hng ha
Hng ho trong thi gian bo qun ti kho, di nh hng ca cc yu t bn ngoi
c th b suy gim s lng v cht lng. to nn iu kin thch hp bo qun hng
ho, pht hin hng ho b gim st cht lng, phng mt mt, phi s dng mt h
thng cc mt cng tc: Qun l nhit , m (thng gi, ht m); v sinh, st trng
kho; phng chy, cha chy, phng gian bo mt; gim st cht lng hng ho. Bn cnh
, phi m bo sao cho hao ht mc thp nht.
Tng hp l hng
Tng hp l hng l qu trnh bin i hnh thc hng ho v hnh thnh l hng theo
yu cu n hng. Vic bin i hng ho l cn thit, v hng ho nhp kho l theo yu
cu ca kho v doanh nghip c ghi trong hp ng mua bn, cn hng ho giao t
kho l theo yu cu ca khch hng. Qu trnh bao gm:
- kim tra thng tin v n t hng v d tr hin c trong kho
- chn v ly hng ra khi ni bo qun
- bin i mt hng theo yu cu
mu sc d nhn bit. Thng qua cc hnh thc trang tr trn bao b, ngi ta hng dn
ngi mua, ngi s dng, ngi bo qun v cch thc bo v sn phm khi h hng,
cc tho m bao b, v lp t sn phm.
Ngy nay, xut hin nhiu hnh thc bn hng tin tin nh t phc v, t chn, bn
hng qua catalog, theo mu, qua mng internet, v.v. Cc hnh thc bn hng ny gip khch
hng c iu kin tip cn vi hng ho nhiu hn, k hn, tho mn cao hn yu cu la
chn hng ho. V chnh lc ny, bao b ng vai tr ngi bn hng thm lng
khng ln ting, nhng bng mt lot ngn ng gy biu cm v mu sc, phong cch, hnh
dng ... thu ht khch hng.
- Chc nng logistics (bao b cng nghip/bao b bn ngoi): Bao b gn lin vi
ton b qu trnh logistics trong h thng knh phn phi v trong h thng logistics doanh
nghip. Bao b h tr cho qu trnh mua, bn, vn chuyn v d tr, bo qun sn phm,
nguyn liu, hng ho.
Bao b xut hin trc tin v dng c bn nht vi t cch l vt cha ng,
bc gi hng ho ng gi bn trong chng h hng mt mt. V vy, chc nng bo qun,
bo v hng ho ca bao b l chc nng quan trng u tin vn gi nguyn ngha v gi
tr ca n.
Khi hng ho i t sn xut n tay ngi tiu dng cui cng, chng chu tc ng
ca nhiu nhn t khc nhau v hng lot s bt li c th xy ra cho hng ho trong qu
trnh bc d, chuyn ch, qu trnh lu kho lu bi, v.v. Nhng s c c th l tt yu
khch quan do bin ng c tnh cht quy lut ca kh hu mi trng (nhit , m,
bc x mt tri, nhim mi trng) hoc do nhng c trng vn hnh ca cc
phng tin vn ti (rung, lc, git, nn, ko, xc, ..). Nhng cng khng t s c do hnh
vi con ngi thiu thc hoc thiu thn trng gy ra. Vi vai tr bo v, bao b hn ch
ti a cc tc ng bt li t mi trng vo hng ho v ngc li.
b. Cc yu cu i vi bao b
Tu thuc vo tnh cht ca hng ho v qu trnh vn ng ca chng m c rt
nhiu loi bao b khc nhau. Nhng thc hin chc nng logistics ca mnh, bao b hng
ho phi m bo nhng yu cu sau:
- Gi gn nguyn vn v s lng v cht lng sn phm: y l yu cu c bn
i vi bao b. Bao b gip trnh ri vi, mt mt, trnh nhng nh hng c hi trc tip
n sn phm nh va p, nn, p; trnh c nhng nh hng c hi ca mi trng nh
ma nng, nng, bi bn, kh c, v.v.
- To iu kin thun li cho vic xp d, vn chuyn, bo qun, tiu dng sn
phm, gp phn nng cao nng sut lao ng: Vic xp d, vn chuyn hng ho ( c
bao gi bng bao b thng thng v bao b vn chuyn) tin hn rt nhiu so vi khi xp
d v vn chuyn tng sn phm hoc tng chi tit sn phm ring bit. Hng ho c bao
b ph hp vi phng tin vn chuyn s to iu kin thun li cho vic chn lt v s
dng ti a trng ti ca phng tin vn chuyn. ng thi cho php vic cn, o, m,
kim nhn, xp d, x dch d dng hn, c bit i vi nhng loi hng ho c nhiu quy
cch c loi, nhng loi hng ri, nhng mt hng c trng lng nh nhng s lng n
v nhiu.
- To iu kin s dng trit din tch v dung tch nh kho: Nh c bao b
c tiu chun ho hp l, nhiu loi hng ho c cht xp thnh chng, thnh hng
cao, cho php s dng hp l din tch v dung tch kho, cng nh dung tch ca phng
tin vn ti. Trong vic cht xp trn cc gi, bc, sn kho, hng c ng gi s rt thun
tin cho vic xp chng ln nhau. Vic cht xp ph thuc vo cng ca bn thn bao
b, chu ti ca nn kho, v ph thuc ng k v phng php v phng tin cht xp.
- To iu kin m bo an ton lao ng, v bo v sc kho cho nhn vin lm
cng tc giao nhn, vn chuyn, xp d, bo qun: Bao b va cch ly c tnh cht c
hi ca sn phm m n bao gi, va trnh c bi bn, va phng c cc tai nn
xy ra trong khi lao ng.
- m bo chi ph hp l: chi ph thit k v sn xut bao b hp l, tng ng vi
gi tr hng ho s to iu kin gim gi hng ho bn ra. Do , cn ci tin cng ngh
sn xut, vt liu ch to, thit b sn xut, v s dng bao b hp l..
3.11.2 Tiu chun ho bao b
a. Khi nim v ni dung tiu chun ha bao b:
Sn xut bao b c pht trin mt cch nhanh chng v mnh m i hi cn c
mt chnh sch k thut thng nht iu chnh s lng bao b c sn xut ra. Thc t
cho thy, s a dng ca bao b gy nhiu phc tp cho qu trnh sn xut v lu thng
bao b. ng thi s khc nhau ng k v kch thc bao b khng cho php tn dng
dung tch vn ti v nh kho, gim tn s quay vng bao b. Ngi ta khc phc nhc
im ny bng cch phn loi mt cch hp l v khoa hc thng nht ho bao b v
phng php ng gi.
Tiu chun ho bao b l s quy nh thng nht v cc yu cu v cc ch tiu kinh
t-k thut i vi cc loi bao b nhm bo m gi gn tt sn phm c bao gi v to
iu kin thng nht trong sn xut, lu thng, s dng, cng nh tit kim nguyn vt liu
bao b.
Ni dung ch yu ca tiu chun ho bao b:
- Yu cu v hnh dng v kch thc bao b
- Yu cu v ch tiu v cc thng s k thut
*
Malcomlm McLean, ngi sng lp tp on vn ti SeaLand, c coi l ngi u tin pht minh ra mm ti v
thng ti, rt thnh cng trong vic thng mi ho s dng thng ti vo nhng nm 1950, New Jersey (M).
cngten (ca tu, cng, v.v.) c o theo TEU *. TEU l n v o ca hng ho tng
ng vi mt cngten tiu chun 20ft(di)x8ft(rng)x8ft(cao).
H s cht xp hng ha vo thng ti t nht l 80% mi c coi l xp y hng.
Vn chuyn trong thng ti tuy c nhiu u im, nhng cng c nhng hn ch nht nh
do vn u t ln, ti trng ca thng ti ln lm tng h s bao b, v trong nhiu trng
hp, phi tn km nhiu chi ph vn chuyn thng ti hon tr.
Qu trnh thng nht ho v tiu chun ho bao b khng ch bao gm nhng kiu bao
b c y vung gc, m cn c nhng kiu bao b khc (dng trn). Module xut pht
thng nht ho bao b loi ny cng l 1200x800mm.
b. Tc dng ca tiu chun ho bao b
Thng nht ho v tiu chun ho bao b pht huy c tc dng to ln cc nc
cng nghip pht trin, v ngy cng m rng n nhiu nc, nhiu khu vc, v c tm
quan trng ngy cng cao trong giao dch kinh doanh quc t.
- To iu kin sn xut hng lot, nng cao nng sut lao ng, h gi thnh:
vic tiu chun ho hnh dng, kch thc, v cc ch tiu k thut lm d dng chuyn
mn ho v c gii ho sn xut v lu chuyn bao b
- Gim bt v n gin ho cc thao tc trung gian trong qu trnh vn chuyn
(kim nhn, giao hng); Rt ngn thi gian chuyn ti; Gii phng nhanh phng tin vn
ti (do cng vic bc d, cht xp nng nhc v tn thi gian c c gii ho); Hng
ho c a t ca ti ca rt thun tin, gp phn nng cao nng sut lao ng trong
khu bc xp, vn chuyn, bo qun v ng gi hng ho (Hng vn chuyn trong thng
ti c th gim chi ph lao ng t 8-10 ln. Thi gian xp d khi s dng thng ti gim t
5-7 ln, trn mm ti gim t 3-4 ln so vi xp d tng bao kin ring l)
- m bo an ton hng ho, trnh v, hao ht, xo trn, mt cp... trong qu
trnh giao nhn, vn chuyn nh c v bc bn chc ca cngten; tranh chp khiu ni
do tn tht hng ho gim bt; Tit kim chi ph bao b; Tn dng c dung tch ca
phng tin do gim c nhng khong trng.
- L iu kin quan trng chuyn mn ho dng c tho m bao b: vi hnh
dng, kt cu trng ti xc nh, d dng n nh cc thng s k thut cho cc my mc
thit b ng m bao b, hn ch c h hng.
3.11.3 Qu trnh nghip v bao b
a. Tip nhn bao b
Bao gm cc cng tc nhm kim tra v nh gi tnh trng s lng v cht lng
bao b.Trong trng hp s dng bao b ng gi hng ho, th vic tip nhn bao b
c tin hnh ring nh tip nhn mt loi hng ho, cn trong trng hp bao b gn lin
*
twenty-foot equivalent units
vi hng ho th vic tip nhn bao b nm trong ni dung tip nhn hng ho kho hay
ca hng.
Tip nhn bao b cng bao gm: tip nhn s lng v tip nhn cht lng. Yu cu
khi tip nhn phi xc nh trch nhim vt cht ca cc bn trong vic chuyn giao bao b
cn c vo cc vn bn php l nh cc tiu chun v bao b, qui nh v tip nhn hng
ho, bao b,... vo cc cam kt trong hp ng kinh t hoc n t hng. Trong trng hp
bao b khng m bo s lng v cht lng, phi lp bin bn nhm qui trch nhim vt
cht r rng.
b. M v bo qun bao b
Bao gm cc cng tc tho d hng ho ra khi bao b v gi gn s lng v cht
lng bao b trong sau khi m bao b.
Yu cu: m bo gi gn tt bao b trong qu trnh tho d hng ho v bo qun, tn
dng din tch v th tch khu vc bo qun.
Nguyn tc ca m bao b: theo ng qui trnh, ng k thut v dng c. Do i
vi mi loi bao b cn xy dng qui trnh, qui phm m bao b thch hp.
Ni dung ca bo qun bao b:
- V sinh v phn loi bao b theo quyn s hu v mc cht lng thun
tin cho vic x l bao b v bo qun bao b;
- Phn b v cht xp bao b m bo tn dng din tch v dung tch ni bo
qun, thun tin cho vic chm sc, gi gn bao b;
- m bo cc iu kin gi gn tt bao b: trnh ma nng, chng cc hin tng
s dng bao b khng ng mc ch.
c. Hon tr v tiu th bao b qua s dng
Bao gm cc cng tc nhm hon tr bao b s dng nhiu ln cho ch s hu v tiu
th bao b theo cc hnh thc xc nh.
S dng li bao b v tn dng vt liu bao b qua s dng c ngha ln i vi
nn kinh t v i vi bn thn cc doanh nghip, c th: tit kim ngun ti nguyn, lao
ng v cc chi ph ch to bao b.
Yu cu: Hon tr bao b cho ch s hu theo ng ch v cam kt gia cc bn,
tn thu v tiu th nhng bao b qua s dng vi chi ph thp nht.
- Hon tr: Nhng bao b dng nhiu ln, l ti sn ca bn ch hng hoc bn cho
thu mn bao b phi tin hnh hon tr li theo cam kt php l.
- Tiu th: Bn cc loi bao b hoc vt liu bao b qua s dng cho cc n v
sn xut hng ho hoc sn xut bao b s dng li hoc dng lm vt liu ch to bao b
D tr ca nh D tr sn phm
cung cp trong phn phi
D tr trong D tr ca nh
tiu dng bn l
Ti to v ng
gi li
Khoa A Ebook.VCU 129
Ph liu ph Loi b ph
thi thi
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Qun tr d tr
khch hng.
b.4. Nghip v mua v nhp hng:
Trn c s nhng thng tin v k hoch mua, v nhu cu ca khch hng v tnh hnh
d tr hng ho, doanh nghip a ra nhng quyt nh mua v nhp hng vo c s
logistics (kho hoc c s sn xut).
Cng vi s pht trin ca cng ngh thng tin, my vi tnh ngy cng c nhiu tin
ch, Internet ngy cng lan rng v bao ph khp ton cu, cc phn mm chuyn dng
ngy cng nhiu thm Cc cng ty logistics tp trung u t xy dng h thng thng tin
hin i, hiu qu, h tr c lc hot ng ca h. Hnh 5.8 cho thy s kt ni thng tin
Internet gia cc thnh vin tham gia vo hot ng logistics ca doanh nghip.
Nh cung cp dv Nh
logistics sn
xut
Khch hng
Sn xut Trung tm
phn phi
Ti chnh
Dch v
khch hng
Thng mi
in t Nh
Nh cung cung
i tc cp
cp dch
v VC N/Liu
Hnh 5.7: Mng thng tin internet lin kt cc thnh vin trong chui cung ng
----------------------------------------------------------------
Tm tt chng 5
Chng ny tp trung gii quyt ni dung ca cc hot ng logistics h tr bao
gm hot ng mua, hot ng kho, qu trnh chu chuyn bao b v h thng thng tin
logistics .
Hot ng mua l hot ng quan trng do gi tr sn phm mua chim t 40% n
60% doanh thu, rt nhiu quyt nh trong mua nh hng n hiu qu hot ng kinh
doanh ca doanh nghip v cung ng trong knh phn phi. Chng ny cp ch yu
ti ni dung hoch nh ngun hng, cc quyt nh mua c bn v cch thc ra nhng
quyt nh trn.
Tip theo l hot ng kho hng, kho hng ha trong h thng logistics c mc ch
Gim c
* D tr ln * D tr nh * D tr ln
* X l * X l
ng h nhanh chng h vi chi ph thp
c
* Qu trnh giao hng * Gi hng ho theo n
nhanh chng hng vi CF thp nht
Ngnh thng mi: Kinh doanh thng mi l kinh doanh dch v phn phi
nn hu ht cc hot ng mua, bn v d tr ti doanh nghip u s dng dch v ngnh
logistics, hoc doanh nghip t t chc thc hin cc hot ng logistics cho mnh. Ti cc
quc gia ang pht trin, do ngnh logistics ra i sau, pht trin chm nn cc doanh
nghip c nhu cu logistics thng t thc hin ly cc hot ng logistics cho mnh.
Chnh v vy ti cc doanh nghip thng mi, hu ht cc hot ng cng nh c cu t
chc b my doanh nghip thng tp trung cho hot ng Logistics.
Ngnh sn xut hng ho: c c trng bi vic cc doanh nghip mua nhiu
vt t nguyn liu t nhiu nh cung ng sn xut ra nhng mt hng hu hnh c gi tr
cao. Cc doanh nghip ny phi trin khai cc hot ng Logistics quan trng, c kha cnh
cung ng v phn phi. Thit k t chc trong cc doanh nghip ny bao gm c qun tr
vt t v phn phi vt l.
6.1.2. S pht trin ca t chc Logistics
C th chia qu trnh pht trin ca t chc Logistics thnh 3 giai on
Giai on 1 t trc nhng nm 70 th hin mt tp hp cc hot ng quan trng
m bo s ph hp chi ph vn thuc v qun tr Logistics. Cc hot ng vn chuyn
c qun tr phi hp vi cc hot ng d tr v thc hin n t hng nhm t c
mc ch chi ph phn phi vt l v dch v. Cc hot ng Logistics nh: mua, vn
chuyn, d tr hng ho c tp hp trong mt b phn t chc phi hp. Nhn thc
cc hot ng Logistics thch ng vi phn phi v cung ng vt l, v trc nhng nm
70 c nhu cu phi hp chng, nhng cu trc t chc t ra yu km, v do cn
phi thay i cu trc t chc cho tht ph hp.
Giai on 2 trong t chc c iu khin mc cu trc chnh thc hn v
qun tr thng nh coi trng cc hot ng Logistics thch ng, thng l cung ng
vt l hoc phn phi vt l, nhng khng phi c hai. iu ny em li vic kim sot
trc tip hn s phi hp cc hot ng Logistics. y l mt bc pht trin ca t chc
Logistics th hin s nhn thc v nh gi c gi tr ca qun tr Logistics trong cc
doanh nghip. Tuy nhin vo nm 1985, a s cc doanh nghip c qui m ln hn(42%)
vn duy tr giai on 1 hoc chuyn sang giai on 3(20%).
Giai on 3 trong , cu trc t chc gn lin vi vic thng nht hon ton cc hot
ng Logistics bao gm c cung ng v phn phi vt l. S thng nht ton b cc hot
ng Logistics v cu trc t chc phi hp chng s tr nn ph bin. Thng nht ton
b ang c nh hng bi vic p ng nhanh chng v kp thi, v quan im rt ngn
thi gian i hi phi phi hp chnh xc mi hot ng trong c doanh nghip. Cng vy,
nhng ti sn chung nh phng tin vn ti hoc kho c s dng trong c qu trnh
cung ng v phn phi vt l cng i hi phi hp cn thn nhm s dng chng mt
cch ti a.
6.1.3. La chn loi hnh t chc Logistics
Khi cn phi thit lp mt s hnh thc cu trc t chc, doanh nghip c th c 3
cch la chn: Hnh thc cu trc khng chnh tc (informal); Hnh thc cu trc na
chnh tc (semiformal); Hnh thc cu trc chnh tc (formal). Khng c loi hnh no ni
tri hn i vi cc doanh nghip, cng nh khng c loi hnh no ph bin hn loi hnh
khc i vi cc doanh nghip c cc c im ging nhau. La chn loi hnh t chc i
vi bt k mt doanh nghip no bao gi cng l do cc lc lng pht trin din ra bn
trong doanh nghip. iu ny c ngha, hnh thc t chc Logistics thng nhy cm vi
nhng bn sc ring c trong hng, vi truyn thng t chc, v vi tm quan trng ca cc
hot ng Logistics.
6.1.3.1. Hnh thc t chc khng chnh tc
Mc tiu ch yu ca t chc Logistics l phi hp cc hot ng Logistics k
hoch ho v kim sot. C th t c iu ny bng cc cch khng chnh tc. V c
bn, cc cch ny khng i hi bt k mt s thay i no trong cu trc t chc hin ti,
nhng da vo bt buc hoc thuyt phc to nn s phi hp gia cc hot ng v s
hp tc gia nhng ngi c trch nhim.
i vi nhng doanh nghip thit k phn tn cc hot ng nh vn chuyn, kim
sot d tr, thc hin n t hng, i khi c th to ra mt h thng khuyn khch
phi hp chng. Ngn sch- l phng sch kim sot ch yu i vi nhiu doanh nghip
-thng li khng khuyn khch s hp tc, i khi n l c ch phi hp khng hiu qu.
Ngn sch c th khng khuyn khch bi nh qun tr vn chuyn s pht hin ra s v l
do phi chu nhng chi ph vn chuyn cao hn mc cn thit t c chi ph d tr
thp hn. Chi ph d tr khng thuc vo trch nhim ngn sch ca nh qun tr vn
chuyn. Kt qu ca nh qun tr vn chuyn c o bng chi ph vn chuyn so vi ngn
sch.
Mt h thng c th khuyn khch s hp tc l tin hnh hch ton ni b gia cc
hot ng Logistics khc nhau. Phi cn nhc vic la chn phng tin vn ti khi n gin
tip nh hng n mc ph d tr, ng thi ngi ra quyt nh vn chuyn s khng c
ng c khc hn l tm cch cho chi ph vn chuyn thp nht.
Mt cch khuyn khch khc l thit lp hnh thc chia s tit kim chi ph. Tt c cc
nh qun tr cc hot ng Logistics phn tn a ra nhng m hnh chi ph mu thun c
th lm gim s tit kim chi ph ca h. C th nh trc chng trnh phn chia tit
kim nhm phn phi li tin lng. C s khuyn khch s hp tc tit kim tim nng
ln nht xy ra khi m s hp tc l cn i nhng hot ng c m hnh chi ph mu
thun. Nhng k hoch chia s li nhun ny hn ch thnh cng ca mt s doanh nghip,
Gim c iu hnh
lu kho ra d tr lu kho vo
Thm
Logistics
Thm quyn
theo d n
Khoa A Ebook.VCU 142
Ebook.VCU www.ebookvcu.com Gio trnh chuyn ngnh
Gim c iu hnh
X l h Bao gi &
& dv KH vn chuyn
Q. tr d tr
& lp k hoch
Mc tiu hoc
tiu chun
Bo co
thc hin
U RA
U VO Qu trnh logistics
6.2.1.3.Kim tra.
Kim tra l trung tm u no ca h thng kim sot. N nhn thng tin v kt qu
ca qu trnh, so snh vi cc mc tiu, tiu chun, v thit lp cc hot ng iu chnh.
a s nhng thng tin nhn c t cc bo co nh k v cc ti liu hch ton nh: bo
co tnh trng d tr, tnh trng s dng ngun lc, chi ph hot ng, trnh dch v
khch hng v.v. Nhng ngi kim tra l cc nh qun tr, c vn hoc my in ton.
6.2.2. Cc h thng kim sot
6.2.2.1. H thng m.
C th m t mt cch n gin h thng m nh hnh 6.5. c im quan trng ca
h thng ny l s can thip ca con ngi gia hot ng so snh kt qu hin hu v
mong mun vi hnh ng gim sai st ca qu trnh. Nh qun tr phi can thip tch cc
trc bt k hnh ng iu chnh no c th din ra v do gi l h thng m.
Li ch ca h thng kim sot khung m l tnh linh hot v chi ph ban u thp.
Cc nh qun tr theo mnh, yu cu loi thng tin cn kim sot, chp nhn sai lm
thi im nht nh v thit lp hnh ng iu chnh. Tnh linh hot l li ch ch yu
H.ng iu chnh:
Nh qun tr logistics
Thay i lch cung ng
Bo co
c.lng dv
& CF d tr
U VO Qu trnh: U RA
Nghip v kho
Ti cung ng Tnh trng v
chi ph d tr
Nhu cu
T.chun DT:
Q* & D
Bo co
my tnh v Dk
U VO U RA
Qu trnh:
Nghip v kho
D tr ti kho
Ti cung ng: Q* Dk
Nhu cu
Qu trnh:
Nghip v kho
u vo: u ra:
Ti cung ng, Q* Tnh trng v chi
ph d tr
Nhu cu
V d:
u ra 2007/u vo 2007
u ra 2005/u vo 2005
Kt qu Biu hin
Tho mn khch hng /cht lng
Hon thin n t hng hon ho Thi gian cung ng
Tha mn khch hng Chi ph bo hnh, tr li hng, v tin thng
Cht lng sn phm Thi gian p ng yu cu khch hng
Thi gian
Thi gian chu k xc nh ngun/thc hin
Thi gian thc hin n t hng
Thi gian p ng chui cung ng
Chi ph
Tng chi ph chui cung ng Nng sut gi tr gia tng
Ti sn
Thi gian chu k tin- tin chnh xc ca d bo
S ngy d tr Hao mn v hnh
Kt qu ti sn S dng cng sut
- Tho mn khch hng /cht lng: Cc ch tiu tho mn khch hng /cht lng
o lng kh nng ca doanh nghip cung cp ton b s tho mn cho khch hng. Cc
ch tiu tho mn khch hng/cht lng da trn kt qu bao gm thc hin tt n t
hng hon ho, tho mn khch hng, v cht lng sn phm. n t hng hon ho c
ngha cung ng trn vn hng ho cho khch hng vi thi gian theo yu cu, ti liu
chng t chnh xc, v iu kin hon ho. S tho mn khch hng c o lng bi
nhng cm nhn v thi gian thc hin n t hng, cc cu thnh thc hin n t hng
hon ho, v kh nng p ng vi nhng yu cu v tnh trng n t hng v cc cu
hi cht vn ca khch hng.
ng thi vi vic o lng hiu qu ca ton b qu trnh, cc ch tiu o lng kt
qu cng thng c s dng o lng cc hot ng ring l. Bng 6.7 trnh by v
xc nh nhng biu hin tho mn khch hng ch yu.
- Thi gian: Ch tiu thi gian o lng kh nng ca doanh nghip trong vic p
ng nhng nhu cu ca khch hng. Ni cch khc, mt bao nhiu thi gian k t khi
khch hng t mua cho n khi sn phm sn sng cho khch hng s dng? Vic kim tra
kt qu thi gian i hi phi o lng ton b qu trnh theo quan im khch hng v
tng nhn t ring bit. Bng 6. 7 trnh by v xc nh nhng biu hin thi gian ch yu.
- Chi ph: y l loi thc o th ba. Yu t chi ph n thun bao gm ton b
chi tiu ca chui cung ng.
Bng 6.7 trnh by nhng cu thnh chui cung ng ch yu c s dng kim
tra ton b chi ph kt qu. Thc o chi ph nguyn nhn tp trung vo nng sut ngun
lc bng cch kim tra gi tr gia tng trn mt lao ng. Nng sut gi tr gia tng c
xc nh bng tng doanh thu ca cng ty tr i gi tr vt t, hng ho c cung ng t
ngun bn ngoi.
- Ti sn: y l thc o tp trung vo vic s dng ti sn. Do qun tr Logistics
c trch nhim i vi nhng ti sn ch yu bao gm d tr, c s vt cht v thit b,
nn vic o lng kt qu thng nht phi kt hp kha cnh ti sn. Cc thc o ti sn
ch yu tp trung vo mc doanh s c h tr vi mc ti sn xc nh. Cc thc o ti
sn da vo kt qu l thi gian chu k tin- tin, s ngy d tr, v kt qu ti sn. Thi
gian chu k tin- tin-o lng hiu qu s dng tin mt- l thi gian l thuyt tnh trung
bnh chuyn i tin mua hng ho thnh tin cho hng ho chun b bn ra. Thi gian
chu k tin- tin ph thuc vo vic mua hoc thanh ton tin mua hng cho n khi khch
hng thanh ton. S ngy d tr o lng tc hoc s ln d tr.
vi cc mc kim sot hnh chnh: mc kim sot cng cao th bn cht thng tin cha
ng trong bo co cng chn lc.
-------------------------------------------------------------------
Tm tt chng 6
Ni dung ca chng 6 trc ht l phn tch yu cu i vi c cu t chc cho hot
ng qun tr logistics, n tr li cho cu hi, ti sao vic t chc b phn logistics li cn
thit? T chc to nn cc iu kin thun li ti u ha cc hot ng logistics. ti mt
doanh nghip t chc c nhn nhn theo 3 cp : Khng chnh thc, bn chnh thc v
chnh thc. Nhm cc hot ng c lin quan v qun l chng tp trung trong b phn
logistics c quan tm nhiu nht. Tuy nhin cn phi nm c cc cn c la chn
cc cu trc ny mt cch ph hp.
Kim sot logistics gip m bo rng nhng mc tiu lp theo k hoch s c
thc hin. Trong thc t nhng bin ng v bt nh ca mi trng s tc ng to ra
nhng sai lch gia k hach v thc hin. H thng kim sot s gip hn ch v trit tiu
cc sai lch ny vi mt quy trnh kim sot thng nht. Doanh nghip c th s dng cc
h thng kim sot ng, m hoc phi hp c hai, tt c u c p dng trong thc t.
Mt tp hp cc ch tiu o lng Logistics bao gm: o lng kt qu bn trong, o
lng kt qu bn ngoi, o lng ton din chui cung ng. v cc loi bo co s gip
ngi hc nhn thc y v hot ng ny.
Mc Lc:
CHNG 1. TNG QUAN MN HC QUN TR
LOGISTICS KINH DOANH
CHNG 2. DCH V KHCH HNG
CHNG 3. QUN TR D TR
CHNG 4. QUN TR VN CHUYN
CHNG 5 QUN TR CC HOT NG
LOGISTICS H TR
CHNG 6 . T CHC V KIM SOT LOGISTIC