Professional Documents
Culture Documents
m
v
i
v
n
h
h
n
g
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.
Hnh 1.2: V tr ca dch v Logistics trong chui cung ng
Tng t nh trong th thao, y cc hot ng logistics c hiu nh l cc tr
chi trong u trng chui cung ng. Hy ly chui cung ng trong ngnh my tnh lm
v d: l 1 chui gm c HP, Microsoft, Intel, UPS, FEDEX, Sun, Ingram-Micro,
Compaq, CompUSA v nhiu cng ty khc. Khng c ai trong s c th hoc nn
kim sot ton b chui cung ng ca ngnh cng nghip my tnh.
Xt theo quan im ny logistics c hiu l "Qu trnh ti u ho v v tr, vn
chuyn v d tr cc ngun ti nguyn t im u tin ca dy chuyn cung ng cho
n tay ngi tiu dng cui cng, thng qua hng lot cc hot ng kinh t .
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
4
Sn xut
Bn bun
Khch
hng
Dng thng
tin
Dng sn
phm
Bn l
Dng tin t
dch v
logistics
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 v
gia nhiu nh cung cp khc nhau. H c xu hng la chn nhng nh cung cp c
dch v hon ho 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
5
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:
a. Theo phm vi v mc quan trng:
- Logistics kinh doanh (Bussiness logistics) l mt phn ca qu trnh chui cung
ng, nhm hoch nh thc thi v kim sot mt cch hiu qu v hiu lc cc dng vn
ng v d tr sn phm, dch v v thng tin c lin quan t cc im khi u n
im tiu dng nhm tho mn nhng yu cu ca khch hng
- Logistics qun i (Military Logistics) l vic thit k v phi hp cc phng
din h tr v cc thit b cho cc chin dch v trn nh ca lc lng qun i. m
bo s sn sng, chnh xc v hiu qu cho cc hot ng ny.
- Logistics s kin (Event logistics) l tp hp cc hot ng, cc phng tin vt
cht k thut v con ngi cn thit t chc, sp xp lch trnh, nhm trin khai cc
ngun lc cho mt s kin c din ra hiu qu v kt thc tt p
- Dch v logistics (Service logistics) bao gm cc hot ng thu nhn, lp chng
trnh, v qun tr cc iu kin c s vt cht/ ti sn, con ngi, v vt liu nhm h tr
v duy tr cho cc qu trnh dch v hoc cc hot ng kinh doanh doanh .
b. Theo v tr ca cc bn tham gia
- Logistics bn th nht (1PL- First Party Logistics): l hot ng logistics do
ngi ch s hu sn phm/ hng ho t mnh t chc v thc hin p ng nhu cu
ca bn thn doanh nghip.
6
- Logistics bn th hai (2PL - Second Party Logistics): ch hot ng logistics do
ngi cung cp dch v logistics cho mt hot ng n l trong chui cung ng p
ng nhu cu ca ch hng.
- Logistics bn th ba (3PL - Third Party Logistics): l ngi thay mt ch hng
t chc thc hin v qun l cc dch v logistics cho tng b phn chc nng.
c. Theo qu trnh nghip v (logistical operations) chia thnh 3 nhm c
bn
- Hot ng mua ( Procurement) l cc hot ng lin quan n n vic to ra
cc sn phm v nguyn vt liu t cc nh cung cp bn ngoi. Mc tiu chung ca mua
l h tr cc nh sn xut hoc thng mi thc hin tt cc hot ng mua hng vi chi
ph thp
- Hot ng h tr sn xut ( Manufacturing support) tp trung vo hot ng
qun tr dng d tr mt cch hiu qu gia cc bc trong qu trnh sn xut. H tr sn
xut khng tr li cu hi phi l sn xut nh th no m l ci g, khi no v u sn
phm s c to ra
- Hot ng phn phi ra th trng (Market distribution) lin quan n vic cung
cp cc dch v khch hng. Mc tiu c bn ca phn phi l h tr to ra doanh thu
qua 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
7
- 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 sn phm v dch v mi c gii thiu, ang c bn ra v phn phi hng
ngy n cc ng ngch ca th gii trong thp k va qua. gii quyt cc thch thc
do th trng m rng v s tng nhanh ca hng ha v dch v, cc hng kinh doanh
phi m rng quy m v tnh phc tp, pht trin cc nh my lin hp thay th cho
nhng nh my n. H thng logistics hin i gip cc hng lm ch c ton b
nng lc cung ng ca mnh qua vic lin kt cc hot ng cung cp, sn xut, lu
thng, phn phi kp thi chnh xc. Nh m p ng c nhng c hi kinh doanh
trong phm vi ton cu. Chnh v vy, s phn phi sn phm t cc ngun ban u n
cc ni tiu th tr thnh mt b phn v cng quan trng trong GDP mi quc gia. Ti
M logistics ng gp xp x 9,9% trong GDP. Nm 1999 M chi khong 554 t USD
cho vn ti hng ha ng thy, hn 332 t USD cho chi ph kho d tr v, hn 40 t
USD cho qun l truyn thng v qun l cc qu trnh logistics, tng cng l 921 t
USD. u t vo cc c s vn ti v phn phi, khng tnh cc ngun cng cng, c
lng hng trm t USD, cho thy logistics l mt ngnh kinh doanh tim nng v v
cng quan trng.
- Ti u ha chu trnh lu chuyn ca sn xut, kinh doanh t khu u vo
n khi sn phm n tay ngi tiu dng cui cng. Logistics h tr s di chuyn v
dng chy ca nhiu hot ng qun l hiu qu, n to thun li trong vic bn hu ht
cc loi hng ha v dch v. hiu hn v hnh nh h thng ny, c th thy rng nu
hng ha khng n ng thi im, khng n ng cc v tr v vi cc iu kin m
khch hng cn th khch hng khng th mua chng, v vic khng bn c hng ha
s lm mi hot ng kinh t trong chui cung cp b v hiu.
- Tit kim v gim chi phi ph trong lu thng phn phi. Vi t cch l cc
t chc kinh doanh cung cp cc dch v logistics chuyn nghip, cc doanh nghip
logistics mang li y cc li ch ca cc third party cho cc ngnh sn xut v kinh
doanh khc. T m mang li hiu qu cao khng ch cht lng dch v cung cp
m cn tit kim ti a v thi gian v tin bc cho cc qu trnh lu thng phn phi
trong nn kinh t.
8
- M rng th trng trong bun bn quc t, gp phn gim chi ph, hon
thin v tiu chun ha chng t trong kinh doanh c bit trong bun bn v vn
ti quc t. Trong thi i ton cu ha, thng mi quc t l s la chn tt yu cho
mi quc gia trong tin trnh pht trin t nc. Cc giao dch quc t ch thc hin
c v mang li hiu qu cho quc gia khi da trn mt h thng logistics r tin v
cht lng cao. H thng ny gip cho mi dng hng ha c lu chuyn thun li,
sun s t quc gia ny n quc gia khc nh vic cung ng kp thi, phn phi chnh
xc, chng t tiu chun, thng tin r rng
L mt b phn trong GDP, logistics nh hng ng k n t l lm pht, t l li
xut, nng sut, chi ph, cht lng v hiu qu, cng nh cc kha cnh khc ca nn
kinh t. Mt nghin cu ch ra rng bnh qun mt t chc ca M c th m rng nng
sut logistics 20% hoc hn trong 1 nm. Mt cch ch ra vai tr ca logistics l so
snh ph tn ca n vi cc hot ng x hi khc. Ti M chi ph kinh doanh logstics
ln gp 10 ln qung co, gp i so vi chi ph bo v quc gia v ngang bng vi chi
ph chm sc sc khe con ngi hng nm.
Xt tm vi m, trc y cc cng ty thng coi logistics nh mt b phn hp
thnh cc chc nng marketing v sn xut. Marketing coi logistics l vic phn phi vt
l hng ha. C s cho quan nim ny l hot ng d tr thnh phm hoc cung cp cc
yu t u vo do logistics m nhim cng l nhim v ca bin s phn phi (Place)
trong marketing - mix v c gi l phn phi vn ng vt l. Hiu n gin l kh
nng a 1 sn phm n ng thi im, ng s lng, ng khch hng. Phn phi
vt l v thc hin n t hng c th coi l s thay i ch cht trong vic bn sn
phm, do cng l c s quan trng trong thc hin bn hng. Sn xut coi logistics l
vic la chn a im xy dng nh my, chn ngun cung ng tt v phn phi hng
ha thun tinBi l cc hot ng ny nh hng v lin quan cht ch n thi gian
iu hnh sn xut, k hach sn xut, kh nng cung cp nguyn vt liu, tnh thi v
ca sn xut, chi ph sn xut, thm ch ngay c vn bao b ng gi sn phm trong
sn xut cng nghip hin i.
Do chc nng logistics khng c phn nh rch ri nn c nhng nh hng
tiu cc n cht lng dch v khch hng v tng chi ph logistics bi s sao nhng v
thiu trch nhim vi hot ng ny. Quan im kinh doanh hin i ngy nay coi
logistics l mt chc nng c lp, ng thi c mi quan h tng h vi hai chc nng
c bn ca doanh nghip l sn xut v marketing, phn giao din gia chng c nhng
hot ng chung (Hnh 1.3)
9
Sn xut Sn xut
cht
lng
lch
sn xut
thit
b
cng
Logistic Logistic
s s
vn
chuyn
d tr
x l h
kho bi
Market Market
ing ing
sn
phm
gi c
phn
phi
giao
tip
dch v
khch
hng
nh
gi
ng
gi
a
im
bn l
mua vt
liu
a
im sx
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
10
Cc hot ng
phi hp gia
sn xut v hu
cn
Cc hot ng
phi hp gia
marketing v hu
cn
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
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.
Hnh 1.4: Cc thnh phn v hot ng c bn ca h thng Logistics
Hnh ny cho thy logistics khng phi l mt hot ng n l m l mt chui
cc hot ng lin tc, c quan h mt thit v tc ng qua li ln nhau, bao trm mi
11
Cc hot ng Logistics Cc hot ng Logistics
Vt
liu
Bn
thnh
phm
Thnh
Phm
u vo
logistics
Nh
cun
g
cp
Qun tr
Logistics
Kh
ch
Hn
g
Nghip v mua Nghip v mua
hng hng
Nghip v kho Nghip v kho
Bao b/ng gi Bao b/ng gi
B B c d & cht xp c d & cht xp
h h
2 2
Qun l thng tin Qun l thng tin
Dch v KH Dch v KH
X l n t X l n t
hng hng
Cung ng hng ho Cung ng hng ho
Qun tr d tr Qun tr d tr
Qun tr vn Qun tr vn
chuyn chuyn
Quyt nh qun tr
Hoch nh Thc thi
Kim sot
Ngun lc
vt cht
Ngun
nhn s
Ngun
ti chnh
Ngun
thng tin
u ra
logistics
nh hng
t
2
(li th
CT)
Tin li v
thi gian &
a im
Hiu qu
vn ng
h
2
ti KH
Ti sn
s hu
yu t to nn sn phm t cc nhp lng u vo cho n giai on tiu th sn phm
cui cng. Cc ngun ti nguyn u vo khng ch bao gm vn, vt t, nhn lc m
cn bao hm c dch v, thng tin, b quyt v cng ngh. Cc hot ng ny cng c
phi kt trong mt chin lc kinh doanh tng th ca doanh nghip t tm hoch nh
n thc thi, t chc v trin khai ng b t mua, d tr, tn kho, bo qun, vn chuyn
n thng tin, bao b, ng giV chnh nh vo s kt hp ny m cc hot ng kinh
doanh c h tr mt cch ti u, nhp nhng v hiu qu, to ra c s tho mn
khch hng mc cao nht hay mang li cho h nhng gi tr gia tng ln hn so vi
i th cnh tranh.
1.2.2 Mc tiu v quan im ca qun tr logistics kinh doanh
Mt cch khi qut, mc tiu ca qun tr logistics l cung ng dch v cho khch
hng t hiu qu cao.
C th hn, theo E.Grosvenor Plowman, mc tiu ca h thng logistics l cung
cp cho cho khch hng 7 li ch - (7 rights): ng khch hng, ng sn phm, ng
s lng, ng iu kin, ng a im, ng thi gian, ng chi ph
*
. Cc mc tiu
ny i hi doanh nghip phi thc hin tt hai yu cu c bn sau:
a. Cung ng mc dch v khch hng c tnh chin lc:
L mc dch v tha mn nhu cu dch v cho ca cc nhm khch hng mc tiu
v c u th so vi i th cnh tranh ca doanh nghip. Mc dch v ny c lng
ha qua 3 tiu chun
- Tnh sn c ca hng ha/dch v
- Kh nng cung ng dch v
- tin cy dch v
a1. S sn c ca hng ha ti cc a im bn v ni cung cp l mt cch
thc nh gi kh nng p ng nhng mong i ca khch hng trong qu trnh vn
hnh cc hot ng logistics. Tnh sn c c nh gi theo 3 ch tiu sau:
T l phn trm hng ha c mt ti kho mt thi im. T l hng ha trong
kho cho bit s n v hng ha d tr d tnh trong kho (Stock keeping units SKU) ti
mt thi im sn sng cung cp cho khch hng. Nu mt cng ty t mc tiu d tr
100 sn phm trong kho v kim tra ti thi im bt u ngy hot ng c 95 sn phm
sn sng giao cho khch hng th t l sn sng hng ha trong kho l 95%. Tuy nhin s
nh gi s cha chnh xc nu kho tn tr nhiu loi hng v chng c bn vi nhu
cu khc bit nhau. Do ch tiu tip theo c s dng l t l hon thnh n hng
T l hon thnh n hng o lng s lng hng ha tha mn nhu cu ca
khch hng theo t l % v c cu mt hng t. Th d: nu khch hng t 100
thng hng A v nhn c 87 thng hng A th t l ny l 87%. o lng t l hon
thnh n t hng cn da trn c s n t hng ban u ca khch hng trc khi c
*
The right product in the right quatity, in the right condition, is delivered to the right customer at the
right place, at the right time, at the right cost.
12
bt c s thay th, hu b hay sa i no khc trong n t hng. Khi c rt nhiu
cng ty tin hnh m phn nhng thay i trong n t hng cho thch hp hoc m
phn v nhng thay i vi khch hng nhm gim lng d tr trong kho, th vic nh
gi t l hon thnh n t hng c tn da trn kh nng ca cng ty trong vic p
ng n t hng ban u ca khch hng.
T l phn trm nhng n t hng c thc hin y v giao cho
khch l ch tiu nh gi chnh xc nht v lng hng sn c phc v khch hng.
Theo , cc n hng hon thnh y dng nh gi mc thng xuyn
hoc s ln m mt hng cung ng 100% cc mt hng m khch hng t. S l-
ng n t hng hon thnh loi ny l mt cch nh gi chun v s hon ho ca
bt c hot ng phn phi vt cht no.
Vic kt hp 3 ch tiu trn y a ra cch nh gi v vic qun l hng trong
kho ca mt cng ty nh th no cho tt p ng nhng mong i ca khch hng.
Cc ch tiu trn cn gip cng ty quyt nh mc hot ng phn phi cn duy tr
theo thi gian. Gia vic u t vo hng ha trong kho vi s sn c ca sn phm c
mi quan h trc tip vi nhau. Theo nguyn tc chung gia tng tnh sn sng ca
hng ho th i hi cn phi u t nhiu hn vo d tr hng ha trong kho.
a2. Kh nng cung ng dch v: Kh nng cung ng dch v lin quan ti mc ,
tnh chc chn v s linh hot trong vic hon thnh cc n t hng ca mt cng ty.
Ni cch khc l kh nng cung ng dch v th hin ch yu qua mc thc hin n
hng ca cng ty. Cc hot ng to nn mt vng quay n t hng in hnh bao gm:
- Tip nhn v x l n t hng ca khch
- Chp nhn thanh ton
- Chun b sn sng hng ho
- Vn chuyn
- Lm vn n v giao hng
Cc ch tiu: tc , s ph hp v tnh linh hot ca cc hot ng phc v khch
hng ny c lin quan trc tip dn ton b c cu vng quay n t hng cng l cc
ch tiu th hin kh nng cung ng dch v
Tc cung ng dch v l tng thi gian m khch hng ch i cng ty ni h
mua hng tin hnh vic thc hin n t hng v giao hng cho khch hng. Trong mt
s trng hp giao hng cho khch phi m bo tc cung ng nhanh chng tc thi.
Cc trng hp khc thc hin 5 bc p ng trn li yu cu phi c thi gian.
Khong thi gian ny c th l mt vi gi, nu ngi bn v tr tng i gn v mt
a 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 lng dng c y t c gi tr ln ti kho trung tm cng vi vic giao hng
13
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 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
14
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
thng. 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 lng 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.
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 th-
ng 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
15
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
- 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.
16
Hnh 1.5: Mi quan h gia cc loi chi ph logistics
V bn cht, Logistics l mt chui kt hp nhiu hot ng kinh t nhm ti -
u ho v tr v qu trnh lu chuyn, d tr hng ho t im u cho n im
cui ngi s dng, nn nu gim chi ph tu tin tng hot ng ring l, cha
chc t c kt qu mong mun. Gia cc hot ng logistics c lin quan mt
thit vi nhau, dn n gim chi ph khu ny c th lm tng chi ph khu khc v
cui cng tng chi ph khng gim m cn c th tng, i ngc li mc ch ca qun tr
logistics. Do vy, cha kho t c yu cu gim chi ph trong qun tr logisics l
phn tch tng chi ph. iu ny c ngha l nh qun tr logisics phi tm cch gim tng
chi ph xung mc thp nht trong iu kin cho php trong khi c th la chn rt nhiu
cc mc dch v khch hng vi cc cu trc dch v khc nhau. lm c iu ny
trc cn nm vng cc k nng phn tch cn i chi ph gia cc hot ng logisics.
Xut pht t gc ny, cc nh qun tr logistics hnh thnh nn quan im qun
tr logistics tch hp (intergreted logistics management). Quan im tip cn h thng
hay qun tr logistics tch hp l mt nguyn l c bn trong qun tr logistics hin i.
Quan im ny cho rng, tt c cc chc nng v cc hot ng cn c nhn thc
di cng nhng iu kin nh hng v b nh hng, cc thnh phn v cc hot
ng ca n lun tng tc ln nhau. Hiu theo cch ny th bn thn logistics l mt h
thng, mt mng li cc hot ng c lin h vi mc tiu qun tr cc dng hng
ha lin tc vo cc t chc trong chui logistics. Tip cn h thng l s bin ha sc
mnh n gin nht nhn thc cc mi quan h tng h gia cc thnh phn trong
mt h thng. Nu nhn cc hot ng mt cch c lp, chng ta s khng nhn thc
c ton cnh, u l yu t tc ng v b tc ng bi nhng hnh ng khc. Theo
cch tip cn ny th tng s hay kt qu u ra ca mt chui lin kt cc hot ng th
ln hn cc thnh phn ring r ca n.
Quan im qun tr logistics tch hp cp n vic qun l nhiu hot ng nh
mt h thng hp nht c p dng trong nhiu cng ty kinh doanh hin i nh 3M,
Quacker Oats, Herman Miller, h nhn ra rng tng chi ph logistics c th gim bng
cch phi hp mt lot cc hot ng logistics c lin quan nh dch v khch hng, vn
17
CF Dch v KH CF Dch v KH
CF X l h & CF X l h &
ttin ttin
CF Kho bi CF Kho bi
CF D tr CF D tr
CF Mua hng CF Mua hng
CF Vn ti CF Vn ti
chuyn, nh kho, d tr, qu trnh t hng, h thng thng tin k hoch sn xut v mua
sm. Nu khng c s phi hp c th dn n s thiu hiu qu, nh lm tng d tr ti
cc giao din kinh doanh ch yu nh: nh cung ng- hot ng mua hng, mua hng
sn xut, sn xut-marketing, marketing phn phi, phn phi - trung gian, trung gian -
khch hng.
Thc t cc hot ng logistics ti cc cng ty ny cho thy, trong qun tr cc dng
d tr, vic hp nht vn ti v nh kho rt hu dng v thng to ra hiu qu gp hai
ln. Th d thay cho vic phng mua hng tha thun vi cc nh vn chuyn sn phm
u ra v cc nh vn chuyn nguyn liu u vo th ch cn thng lng vi mt nh
vn chuyn v vic chuyn ch c hai. Kt qu l ton b ga hng ha vn chuyn s
gim xung v s lng chuyn ch tng ln. iu ny cn cho php cc k hach
chuyn ch ca cng ty v nh vn chuyn c hiu qu v hiu lc cao hn. Quan im
ny chi phi cc phng php v cch thc ti u ha tng chi ph logistics.
Tng chi ph logistics c tnh mt cch n gin qua cng thc:
F
log
= F
1
+F
2
+F
3
+F
4
+....+F
n
Trong : F
log
l Tng chi ph logistics, cc F
i
l cc chi ph cu thnh
Tuy nhin vic gim chi ph theo quan im nu trn li khng n gin l gim
cc b cc chi ph cu thnh t c mc tiu mong mun m cn xem xt tt c cc
chi ph ny trong mi tng quan nh i (Trade-off), hay s thay th ln nhau tm ra
phng n c chi ph tha ng. Chnh v vy cc nh qun tr logistics coi s hp nht
cc hot ng logistics tp trung ch yu vo k thut phn tch v tnh ton chi ph
thay th gia cc hot ng hp thnh chn ra cc phng n phi hp ti u.
1.2.3 Cc ni dung c bn ca qun tr logistics
a. Dch v khch hng:
Trong hot ng logistics, dch v khch hng c hiu l ton b kt qu u
ra, l thc o cht lng ca ton b h thng. Do mun pht trin logistics phi c
s quan tm thch ng n dch v khch hng.Theo quan im ny, dch v khch hng
l qu trnh din ra gia ngi mua v ngi bn v bn th ba l nh thu ph. Kt qu
ca qu trnh ny to ra gi tr gia tng cho sn phm hay dch v c trao i, c o
bng hiu s gi tr u ra v gi tr u vo ca mt lot cc hot ng kinh t c quan
h tng h vi nhau v th hin qua s hi lng ca khch hng. L thc o cht lng
ton b h thng logistics ca doanh nghip, dch v khch hng c nh hng rt ln
n th phn, n tng chi ph b ra v cui cng n li nhun ca doanh nghip. Tu
theo tng lnh vc v sn phm kinh doanh m gi tr cng thm vo sn phm v dch
v do hu cn mang li khng ging nhau (Hnh 1.6). D liu cho thy s chnh lch
ng k v gi tr gia tng do logistics to ra mt s mt hng v lnh vc kinh doanh
khc nhau.
b. H thng thng tin :
qun tr logistics thnh cng, i hi doanh nghip phi qun l c h thng
thng tin phc tp. Bao gm thng tin trong ni b tng t chc (doanh nghip, nh cung
cp, khch hng), thng tin trong tng b phn chc nng ca doanh nghip, thng tin
18
Gi tr gia tng (%)
10 20 30 40 50
Du la
Sn phm thy tinh
Ch bin
Kinh doanh bn l
Giy
Khai thc g
Cng nghip t
Vt liu xy dng
Dc phm
C kh
Cao su
Dt
Da
Thuc
Hnh 1.6: T l gi tr gia tng t hot ng logistics
ca mt s ngnh kinh doanh khc nhau
c. H thng thng tin :
gia cc khu trong dy chuyn cung ng (kho tng, bn bi, vn ti) v s phi hp
thng tin gia cc t chc, b phn v cng on trn. Trong trng tm l thng tin
x l n t hng ca khch, hot ng ny c coi l trung tm thn kinh ca h
thng logistics. Trong iu kin hin nay, nhng thnh tu ca cng ngh thng tin vi
s tr gip ca my vi tnh s gip cho vic qun tr thng tin nhanh chng, chnh xc,
kp thi. Nh doanh nghip c th a ra nhng quyt nh ng n vo thi im
nhy cm nht. iu ny gip cho logistics thc s tr thnh mt cng c cnh tranh li
hi ca doanh nghip.
d. Qun tr D tr:
D tr l s tch lu sn phm, hng ho ti cc doanh nghip trong qu trnh vn
ng t im u n im cui ca mi dy chuyn cung ng, to iu kin cho qu
trnh ti sn xut din ra lin tc, nhp nhng, thng sut. D tr trong nn kinh t cn
cn thit do yu cu cn bng cung cu i vi cc mt hng theo thi v, phng
cc ri ro, tho mn nhng nhu cu bt thng ca th trng, d tr tt s em li hiu
qu kinh t cho doanh nghip. Mc d rt cn thit nhng d tr rt tn km v chi ph,
ti cng ty Cambell Soup d tr chim n 30% ti sn, v chim n hn 50% ti sn
ca tp on Kmart. V vy vic qun l d tr tt s gip doanh nghip cn i gia vn
u t vi nhng c hi u t khc.
e. Qun tr vn ti:
L vic s dng cc phng tin chuyn ch khc phc khong cch v khng
gian ca sn phm v dch v trong h thng logistics theo yu cu ca khch hng. Nu
sn phm c a n ng v tr m khch hng yu cu tc l gi tr ca n c
tng thm. Mt khc vic s dng phng thc v cch thc t chc vn chuyn cn gip
cho sn phm c n ng vo thi im khch hng cn hay khng? iu ny cng to
19
thm gi tr gia tng cho sn phm. Nh vy bng cch qun tr vn chuyn tt s gp
phn a sn phm n ng ni v ng lc ph hp vi nhu cu ca khch hng.
f. Qun tr kho hng:
Bao gm vic thit k mng li kho tng ( S lng, v tr v quy m). Tnh ton
v trang b cc thit b nh kho; T chc cc nghip v kho. Qun l h thng thng tin
giy t chng t; T chc qun l lao ng trong khoGip cho sn phm c duy tr
mt cch ti u nhng v tr cn thit xc nh trong h thng logistics nh m cc
hot ng c din ra mt cch bnh thng.
g. Qun tr vt t v mua hng ho:
Nu dch v khch hng l u ra ca h thng logistics th vt t, hng ho l u
vo ca qu trnh ny. Mc d khng trc tip tc ng vo khch hng nhng qun tr
hng ho v vt t c vai tr to tin quyt nh i v cht lng ton b h thng.
Hot ng ny bao gm: Xc nh nhu cu vt t, hng ho; tm kim v la chn nh
cung cp; Tin hnh mua sm; T chc vn chuyn, tip nhn v lu kho, bo qun v
cung cp cho ngi s dng
Nhng ni dung c bn trn cho thy, logistics gii quyt vn ti u ho c u
ra ln u vo ti cc doanh nghip sn xut kinh doanh. Logistics c th gip thay i
cc ngun ti nguyn u vo hoc ti u ho qu trnh chu chuyn nguyn vt liu, hng
ho, dch v nh to ra kh nng gim chi ph, tng sc cnh tranh cho doanh nghip
1.3 i tng v ni dung nghin cu mn hc
1.3.1 i tng v phng php nghin cu
i tng nghin cu: Mn hc qun tr logistics kinh doanh l mn khoa hc kinh
t chuyn ngnh nghin cu cc hot ng logistics c bn vi t cch l mt chc nng
qun tr c lp ti cc doanh nghip trong c ch th trng. Mn hc trang b cc kin
thc cn thit nht xy dng cc mc tiu, lp k hoch, trin khai v kim sot cc
hot ng logistics mt cch h thng ti cc doanh nghip, ng thi gip cho cc nh
qun tr ti cc doanh nghip c th ng dng linh hot cc hot ng ny trong iu kin
mi trng kinh doanh nhiu thay i v bin ng hin nay. Mn hc cng gii quyt
cc ni dung hot ng logistics trong s lin kt vi cc chc nng quan trng ca
doanh nghip nh marketing, sn xut v ti chnh. Nh m gp phn hon thin h
thng kin thc qun tr kinh doanh ti cc doanh nghip Vit Nam trong iu kin hin
nay.
Kin thc c bn ca mn hc c p dng cho hu ht mi loi hnh kinh doanh,
c bit thch hp vi cc doanh nghip sn xut v thng mi hng ha, nhng t chc
c chc nng kinh doanh gn lin vi s vn ng ca cc dng sn phm vt cht
(material flows). L thuyt ny cng c ng dng mt cch linh hot cho cc t chc
dch v c bit nh khch sn, nh hng, bu chnh vin thngNgoi ra cc t chc
chuyn cung cp dch v logistics ( Third party logistics 3PLs, Four party logistics
4PLs) cng c th tham kho l thuyt ny nhm phi hp cung ng cc hot ng
dch v mt cch ti u nht trong qu trnh kinh doanh ca mnh.
20
Phng php nghin cu mn hc: Qun tr Logistics l mt ngnh khoa hc kinh
t hin i, i hi ngi hc cn vn dng tng hp nhiu phng php trong qu trnh
hc tp v nghin cu. Trc ht l nm bt i tng nghin cu, cc quy lut, bn cht
ca hin tng kinh doanh theo quan im duy vt bin chng, c cn c khoa hc v
thc tin, khng ch quan, v on, duy ch. Khng my mc, cng nhc p dng cc
m hnh v l lun i trc m cn cn c vo trnh , mc pht trin, yu cu v
kh nng thc t Vit Nam ci tin v vn dng cc m hnh, l thuyt, cc phng
php mt cch hiu qu v hp l.
Hin nay lnh vc logistics mt s quc gia nh M, Canada, Thy s, Singapore,
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
21
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.
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.
22
CHNG 2. DCH V KHCH HNG
2.1 Khi nim, vai tr, v cc nhn t cu thnh dch v khch hng
Nhu cu ca khch hng l ngun gc cho tt c cc hot ng logistics. Nhng
nhu cu ny tp trung vo cc n t hng. Vic p ng y nhng n t hng
ca khch l tin cn thit cho mi hot ng trong gii hn ngun lc logistics. Hot
ng p ng khch hng (CR- customer response) bao gm: Dch v khch hng v cc
chu k t hng l ni dung u tin trong chui cc hot ng logistics. K hoch p
ng khch hng l s tho thun gia t chc thc hin logistics vi nhng khch hng
bn trong v bn ngoi v kh nng cung cp dch v. Do mc tiu ca hot ng
logistics l tho mn nhng yu cu khch hng i hi mc chi ph thp nht c th
nn nhng tiu chun p ng khch hng (Customer Service Standards) cn phi c
xc nh trc khi cc hot ng logistics khc c xy dng v thc hin. Xc nh
cc mc tiu v chnh sch dch v khch hng l bc u tin trong vic thit lp h
thng logistics. Ch khi chng ta hon tt c bc ny, chng ta mi ra c cc quyt
nh v phng tin vn chuyn, kho hng, d tr, cng nh cc chin dch phn phi.
R rng l chnh sch dch v khch hng xc nh nhng gii hn trong vn ti u
ha hot ng logistics, nu khng c mt chin lc p ng khch hng ph hp th
cc qu trnh khc ca hot ng logistics s tr nn v dng.
2.1.1 Khi nim dch v khch hng
Nh qun tr logistics cn c mt s phn bit r rng gia khch hng v nhng
ngi tiu dng cc dch v v sn phm ca cng ty. Ngi tiu dng (consummer) l
ngi tham gia cui cng trong chui hot ng ca ngnh logistics, h s dng hng
ha v dch v cho mc ch tiu dng ln cui sn phm. Khch hng (customer) l
ngi trc tip mua sn phm t cc cng ty, do c th khng phi l ngi tiu dng
cui cng trong chui hot ng ca ngnh. Doanh nghip logistics c th khng cn bit
ai l ngi tiu dng cui cng, nhng cn phi lun gi mi quan h tt vi khch hng
mua sn phm ca mnh bi h chnh l ngi trc tip s dng dch v logistics m
doanh nghip cung cp. Nh vy, i vi mt nh sn xut th khch hng c th l nh
sn xut khc; l mt i l bn bun, mt nh phn phi, mt i l bn l hoc mt
cng ty bn hng qua mng, thm ch l ngi tiu dng cui cng. Mt nh bn bun
hoc mt nh phn phi c khch hng l nh sn xut, ngi tp hp hng ha t nh
bn bun, nh phn phi khc, i l bn l, hoc cng ty t hng qua mng. i vi i
l bn l hoc cng ty bn hng qua mng, khch hng hu ht lun l ngi tiu dng
cui cng.
Quan im khi qut cho rng dch v khch hng l tt c nhng g m doanh
nghip cung cp cho khch hng - ngi trc tip mua hng ho v dch v ca
cng 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
23
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 l-
ng.
- 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 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
24
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
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
*
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).
25
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 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
26
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 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).
27
D
o
a
n
h
t
h
u
Hnh 2.1: Mi quan h gia dch v khch hng vi doanh thu
S cho thy s thay i ca doanh thu khi mc dch v tng dn so vi vi i
th cnh tranh c dng ng cong ch S v chia lm 3 giai on in hnh: Vng
ngng, vng li sut gim dn v vng doanh thu suy gim. Bin thin ny cho thy,
vic gia tng cng mt mc dch v cc giai on khc nhau s to ra nhng mc tng
doanh thu khc nhau. giai on u, khi khng c dch v khch hng hoc mc dch
v qu thp th doanh thu rt thp hoc bng khng. Khi dch v c tng ln tng
ng vi yu cu cnh tranh th doanh thu c th tng mt cht, y l mc ngng c
ch ca dch v.
Khi t mc ngng ny nu doanh nghip tip tc tng mc dch v ln so vi
i 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.
28
Vng chuyn giao Vng chuyn giao
Tiu chun dch v 100%
Vng ngng
Vng d/thu cn
bin gim dn
Vng d/thu
suy gim
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.
- Sau khi bn: cn gi l cc dch v hu mi bao gm cc loi dch v h tr
sn phm sau khi khch hng mua sn phm nh lp t hng ha ti ni khch hng
yu cu, hng dn s dng thit b, vn hnh my mc, gp v cc gii php kinh t
k thut trong s dng vt t hng ha, sa cha, bo dng, bn v thay th ph tng;
Cc dch v gia cng, thay th, mua li hng c, i hng mi, t chc ti ch v ch bin
hng ha; hi ngh khch hng; bo hnh; sa chnh.
Cch phn loi ny thng thch hp vi cc doanh nghip thng mi, ni m
qu trnh mua bn l hot ng chnh yu ca loi hnh ny.
b. Theo mc quan trng ca dch v khch hng
- Dch v khch hng chnh yu l nhm nhng dch v m doanh nghip cung
cp thng xuyn cho khch hng, thng l nhng dch v m doanh nghip c u th
v ngun lc v mang li nhiu li nhun cho doanh nghip.
- Dch v ph l nhm nhng dch v khng c doanh nghip cung cp
thng xuyn, hn ch v ngun lc, c s dng tng tnh linh hot hn l nhm
vo li nhun trc mt.
29
Kiu phn loi ny hay s dng ti cc doanh nghip sn xut nhm thch nghi
cc ngun lc hu hn tp trung cho qu trnh sn xut.
c. Theo c trng tnh cht
- Dch v k thut (hon thin sn phm) l loi dch v i hi ngi thc hin
phi c kin thc chuyn mn v tnh cht vt l, ha hc ca hng ha, hiu bit v
cng dng, cch thc s dng, vn hnh cc sn phm bn cho khch hng. Bao gm:
Dch v chun b hng ha, phn loi, chn lc, ghp ng b, ng gi v gi hng;
dch v sa cha, tu chnh, hiu chnh, hon thin my mc thit b; dch v lp t,
hng dn s dng v vn hnh ti n v s dng; Dch v thay th, phc hi ga tr s
dng; Dch v kim tra k thut, xc nh cht lng k thut v c vn k thut. h
tr cc dch v ny cn n cc yu t c s h tng k thut nh mt bng nh xng,
my mc thit b chuyn dng, nguyn vt liu v ph tng ph hp vi c im tnh
cht ca tng dch v.
- Dch v t chc kinh doanh nh: dch v k gi hng ha, y thc mua bn
hng ha, nhn bo qun thu hng ha, cho thu kho hng, quy hng, ca hng, cc
trang thit b chuyn dng cha s dng ht cng sut, mi gii giao nhn, vn chuyn;
bc d thu.
- Dch v bc xp, vn chuyn v gi hng. Lin quan n vic vn chuyn hng
ha n ni khch hng yu cu. thc hin cc dch v ny doanh nghip c th t
chc cc n v sn xut bao b, cc x nghip vn chuyn, ng gi hng ha ph hp
vi cc loi phng tin vn chuyn, t chc cc dch v giao nhn, bc xp hng ha t
phng tin vn chuyn xung v cht xp hng ha ln phng tin, gi hng n ng
a ch cho khch hng
Ngoi ra c th phn loi dch v theo ch th thc hin dch v (th nht, th hai,
th ba) hoc theo a im thc hin dch v (Ti doanh nghip dch v hoc ti ni
khch hng yu cu).Vic phn loi dch v theo cc tiu thc khc nhau cho php doanh
nghip c th nhn thc c mc quan trng v v tr ca dch v trong vic tha
mn nhu cu khch hng, t m c chnh sch la chn, u t v phi hp cung ng
dch v khch hng ph hp.
2.2.2 Cc ch tiu v phng php xc nh tiu chun dch v khch hng
a. Cc ch tiu o lng dch v khch hng:
Da vo mi quan h gia mc dch v khch hng v doanh thu c th nhn thy
mc dch v khch hng cng cao th hi lng ca khch hng cng ln. o lng
mc tha mn ca khch hng do dch v to ra, cc doanh nghip thng s dng
khi nim tiu chun dch v khch hng.
a1. Mc tiu chun dch v khch hng (Customer Service Standards) cho bit
kh nng doanh nghip c th p ng c cc yu cu v dch v khch hng
ngng gii hn no hay mang li bao nhiu % s hi lng cho khch. y l ch tiu
tng qut o lng s tha mn nhu cu ca khch hng. Tiu chun dch v khch hng
hay mc cht lng dch v khch hng tng hp c o lng qua mc (T l %)
30
hi lng ca khch hng. Mc cht lng dch v ny s c lng ha qua cc ch tiu
c th ty theo chui cc dch v khch hng m doanh nghip cung cp cho cc nhm
khch hng mc tiu. Di y l mt s nhng ch tiu ph bin
a2. Tn s thiu hng (Stockout Frequency). Cho bit s ln thiu bn hng ha
trong mt n v thi gian
a3. T l y hng ha ( Fill Rate): Th hin qua t l phn trm hng ha
thiu bn trong mt n v thi gian hoc mt n hng
a4. T l hon thnh cc n hng (Orders shipped complete): Cho bit s n
hng ha thnh trn tng s n hng k kt trong mt n v thi gian, thng l mt
nm hoc mt qu.
a5. Tc cung ng (Speed): Khang thi gian thc hin mt n t hng tnh t
khi khch hng trao n t hng n khi khch hng nhn n hng.(Lead time)
a6. n nh thi gian t hng( Consistency): Dao ng thi gian ca khong
thi gian t hng bnh qun.
a7. Tnh linh hot ( Flexibility): Cho bit kh nng thch nghi vi cc nhu cu dch
v khch hng c bit v s thay i ca khch hng
a8. Kh nng sa cha cc sai lch ( Malfuntion Recovery): Mc tip thu v
sa chnh nhng sai st tc nghip vi khch hng mt cch nhanh chng v hiu qu.
a9. tin cy dch v ( Reliability): S tin tng, uy tn ca dch v khch hng
v doanh nghip i vi khch hng
Ngoi ra cc ch tiu v tnh thun tin ca t hng, s an ton cho hng ha nh
vn chuyn hng khng gy thit hi, cc vn n chnh xc / 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 vTuy nhin cc ch tiu ny rt kh c th nh gi hoc nh
lng.
b. Phng php xc nh tiu chun dch v khch hng.
Trong thc t, doanh nghip c th s dng mt s phng php ph bin xc
nh mc tiu chun dch v khch hng di y
b1. Phng php phn tch mi quan h chi ph / doanh thu
( Xc nh mc dch v ti u)
Phng php ny xut pht t quan im cho rng vic gim thiu chi ph logistics
l khng th thc hin c trong iu kin gia tng cht lng dch v cnh tranh nn
tm kim mc dch v mang li li nhun ti a mi l mc dch v hp l. Mc dch v
ny xc inh da vo phn tch mi quan h bin thin gia trnh dch v khch hng
vi doanh thu v chi ph nn cn gi l phng php chi ph /doanh thu (Xem hnh 2.2).
D nhn thy rng trnh dch v khch hng l kt qu ca vic thit lp cc
mc hot ng logistics khc nhau vi cc mc chi ph tng ng. V c bn c th nhn
thy mc dch v khch hng v tng chi ph logistics c quan h t l thun. Khi nng
trnh dch v ln cc mc cao hn i hi phi tng cng chi ph logistics. Tuy nhin
cc nghin cu thng k cho thy cc mi quan h ny khng tuyn tnh, m bin i
31
theo quy lut hm s m, th ng chi ph c biu din trn trc ta cho thy
rng ti cc mc cht lng dch v xp x 100% chi ph logistics l v cng ln. Do
cc c hi ngy cng tr nn kh vi ti v nm bt.
Mi quan h gia cc mc dch v v doanh thu cng c biu din trn th
qua ng cong ch S, cho thy cc mc dch v tng dn khng phi lun to ra nhng
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
32
Cht lng dch v
100%
D
T
$
LN
F
log
ng gp
li nhun
D
*
Doanh thu
Chi ph
Li nhun
trc, sau thit k h thng logistics p ng mc dch v ny vi chi ph ti thiu.
H thng ny cng cho php doanh nghip t c li nhun kh quan. thit k h
thng ti u trong trng hp ny c th s dng phn tch mang tnh kinh nghim. Phn
tch bao gm thay i cc nhn t to nn dch v c c cc h thng dch v c chi
ph ti thiu. Nu lp li kiu phn tch ny mt s ln, c th thu c mt s phng n
phi hp c chi ph tng ng vi cc trnh dch v khc nhau. V d minh ha v
cch phn tch ny c trnh by bng 2.1
Phng php ny khng ch ra cc phng n ca h thng logistics v
mc dch v khch hng tng ng nh hng ra sao n doanh thu, nhng c th xc
nh c mc chi ph tng thm ca mi mc dch v. Th d minh ha cho thy, ci
thin trnh dch v khch hng t 85% ln 90%, chi ph logistics s tng t 7 triu $
ln 9 triu $ mi nm. Phn dch v tng thm 5% i hi phi tng thm 2 triu USD chi
ph. Do vy nu nng mc dch v t 85% ln 90% th doanh thu phi tng thm v phn
tng ln t nht phi b p phn chi ph logistics tng thm. Vic chn mc dch
v cui cng thuc quyt nh ca nh qun tr, c tham chiu vi trnh dch v ca
i th cnh tranh, kin ngi bn hng, kinh nghim, tuy nhin thng tin v chi ph
ng vi cc mc dch v khch hng khc nhau s h tr c lc cho quyt nh ny.
Theo cch ny, khng th m bo rng, trnh dch v c s cn i tt nht gia
doanh thu v chi ph.
Bng 2.1: Cc phng n chi ph v mc dch v logistics hng khc nhau
No Cc phng n thay th
Chi ph logistics
hng nm
Trnh dch v
khch hng
1
Chuyn n hng bng th, vn chuyn
ng thu, mc d tr thp
5.000.000 $ 80%
2
Chuyn n hng bng th, vn chuyn
ng st, mc d tr thp
7.000.000 $ 85%
3
Chuyn n hng bng th, vn chuyn t,
mc d tr thp
9.000.000 $ 90%
4
Chuyn n hng bng th, vn chuyn
ng st, mc d tr cao
12.000.000 $ 93%
5
Chuyn n hng bng th, vn chuyn t,
mc d tr cao
15.000.000 $ 95%
5
Chuyn n hng bng in thoi, vn
chuyn t, mc d tr cao
16.000.000 $ 96%
b3. Phng php u tin (phn tch ABC)
C s l lun ca phng php da trn hin tng c mt s sn phm hoc mt
s khch hng s mang li nhiu li nhun cho nh sn xut hn cc sn phm hoc
khch hng khc. Phng php ny cho thy s cn thit phi duy tr tt mi quan h vi
tp khch hng sn phm bo b vi mc dch v tng ng c th ti u ha
hiu qu kinh doanh. y, phn tch ABC c dng nh mt cng c phn loi
cc hot ng hoc sn phm theo mc quan trng ca chng. Bng 2.2 cho thy mt
33
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 c bn cho khch hng loi I (ti u loi 2). V c th s kt hp gia
vic bn 1 sn phm loi D cho khch hng loi V s mang li t li nhun nht (ti u
loi 20).
Ma trn bng 2.2 c minh ho c th trong bng 2.3. Mc ti u c chia ra
lm 4 mc, trong mc tt nht l t loi 1 n 5, v mc ny i hi kh nng 100%
34
Loi khch
hng
Loi sn phm
A B C D
I 1 2 6 10
II 3 4 7 12
III 5 8 13 16
IV 9 14 15 19
V 11 17 18 20
c hng trong kho v vic giao hng c thc hin trong 48h v 99% hng c chuyn
l ph hp vi cc tiu chun. Mc km hiu qu nht l t 16-20. Mc ny s cung cp
hng ho trong vng 120h, mc hng trong kho l 90% v hng c chuyn t tiu
chun l 93%.
Cc v bun bn mc ti u thp, i khi cng mang li nhiu li nhun hn nh
vic gim cc chi ph dch v. Mt trong nhng phng php l tr hon cc n t
hng trong mt khong thi gian, v d l t th 2 t th 6 v sau gp cc n ny
vo mt chuyn vn chuyn ti cc khch hng, t nh sn xut s c th tit kim
c mt khon chi ph. Li nhun cng c th c nu nh sn xut tho thun c vi
khch hng tr cc khon cc ph vn chuyn hoc c th cho khch hng t hng vo
bt k thi im no nhng vi giao hn l s giao hng trong 1 khong thi gian tho
thun no . Phng php ny thch hp vi cc doanh nghip c ph mt hng rng v
cc nhm khch hng a dng
Phng php ny thng c s dng ti cc doanh nghip bn l nhm xc inh
ch tiu v lng ha d tr hp l, t lm tin xc nh cc ch tiu khc ca chnh
sch dch v. N da vo l thuyt cho rng, li ch ch yu ca vic c sn hng d tr
Bng 2.3: La chn cc mc dch v khch hng
vi cc nhm khch hng sn phm
Mc ti
u
T l hng DT
trong kho (%)
Thi
gian (gi)
t tiu
chun
(%)
1-5 100 48 99
6-10 97.5 72 97
11-15 95 96 95
16-20 90 120 93
b4. Phng php da trn chi ph thiu hng d kin
( Phn ng ca khch hng khi ht hng trong kho)
(hay li ch ca vic tha mn dch v khch hng) chnh l gim t l thiu hng d tr.
Do , chng ta c th tnh ton chi ph ca vic thiu hng d tr d kin qua vic s
dng nhng thng tin d bo v kh nng c th xy ra vic thiu d tr. Sau , c th
phn tch xc nh cc mc dch v khch hng khc nhau mt cch trc tip
bng 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.
35
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
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
36
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.
lm r cc ni dung ca mt chu k t hng, hy theo di ng i ca mt
n t hng in hnh (hnh 2.3). .
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
hnh thnh n hng, chuyn n t hng, xc nhn n hng, thc hin n hng,
thng bo v tnh trng n hng
Thng tin trc tip
Thng tin gin tip
Hnh 2.3: Hnh trnh ca mt n t hng
37
Chuyn n
t hng
Khch hng
t hng
Nhn
n
hng
Vn chuyn
hng ho
Giao hng
cho khch
hng
Danh mc
hng ho
sn c
K hoch
sn xut
Kim tra
cng n
H s
danh
mc
hng
ho
n t
hng
Chng t
vn ti
Ho n
Sn xut
Thc hin
n t
hng
Chun b
xut kho
K hoch
chuyn
hng
Hnh thnh n t hng (order preparation) l hot ng thu thp nhng yu cu
v hg ha hoc dch v ca khch hng. Vic truyn tin ny c th c khch hng
hoc ngi bn in thng tin trc tip vo cc mu n t hng; in thoi trc tip
cho nhn vin bn hng, hoc la chn t nhng mu n t hng trong my tnh.
Hnh 2.4: Qu trnh p ng n hng
Truyn tin v n hng (Order transmittal) l truyn ti yu cu t hng t ni
tip nhn ti ni x l n hng. C hai cch c bn chuyn n t hng.Chuyn
bng sc ngi l vic gi th t hng hoc nhn vin bn hng trc tip mang n t
hng ti im tip nhn n t hng. Phng php ny chi ph thp nhng li rt chm.
Chuyn n t hng bng phng tin in t: s dng in thoi, my vi tnh, my sao
chp hoc truyn thng qua v tinh. Cch ny gip thng tin t hng c truyn ti
ngay lp tc, chnh xc, ng tin cy, do ngy cng c thay th cho cch th nht.
Tip nhn n hng (Order entry): Tip nhn hng l mt hot ng din ra trc
khi thc hin mt n t hng. N bao gm: (1) kim tra chnh xc ca cc thng tin
t hng nh m t v sn phm, s lng, gi c; (2) kim tra tnh sn c ca nhng sn
phm c t hng; (3) chun b vn bn t chi n t hng, nu cn; (4) kim tra
tnh trng tn dng ca khch hng; (5) sao chp li thng tin t hng; v (6) vit ha
n. Nhng hot ng ny l rt cn thit bi v thng tin t hng khng phi lc no
cng dng ng theo yu cu tip tc thc hin; hoc c th khng c trnh by
mt cch chnh xc, hoc doanh nghip nhn thy cn phi chun b thm trc khi n
t hng c thc hin. Kim tra n t hng c th thc hin mt cch th cng hoc
c t ng ho. Ci tin cng ngh em li li ch ng k trong vic tip nhn n
hng. M vch, my qut quang hc v my tnh lm tng nhanh nng xut lao ng
v tnh chnh xc ca cc thao tc ni trn.
Thc hin n hng (Order filling) gm nhng hot ng : (1) tp hp hng ha
trong kho, sn xut hoc mua; (2) ng gi vn chuyn; (3) xy dng chng trnh
giao hng; (4) chun b chng t vn chuyn. Nhng hot ng ny c th c thc
hin song song vi vic kim tra xc nhn n hng.
Thng bo v tnh trng thc hin n t hng (Order status reporting): Hot
ng ny khng nh hng n tng thi gian thc hin n hng.N cam kt rng mt
dch v khch hng tt c cung ng thng qua vic duy tr thng tin cho khch hng
v bt c s chm tr no trong qu trnh t hng hoc giao hng. Bao gm: (1) theo di
38
Truyn tin v
n hng
Tip
nhn
n
hng
Bo co
trng thi
Hnh thnh
n hng
Thc hin
n hng
n hng trong ton b chu k t hng; (2) thng tin ti khch hng tin trnh thc hin
n t hng trong ton b chu k t hng v thi gian giao hng.
Theo truyn thng, chu trnh t hng ch gm nhng hot ng xy ra t thi im
n hng c t ti thi im nhn bi khch hng. Nhng hot ng c bit nh t
hng k tip gii quyt chng s nh hng ti ton b chiu di chu trnh t hng.
Nhng hot ng pht sinh vi khch hng nh l tr li sn phm, gii quyt khiu ni,
v thanh ton ha n vn ti khng phi l b phn k thut ca chu trnh t hng.
2.3.2 Tc ng ca thi gian p ng n hng n cht lng dch v khch
hng
Xt trn gc thi gian, chu k p ng n hng hay khong thi gian thc
hin n hng (Lead time) c nh ngha l khong thi gian t khi khch hng gi
n t hng n khi khch hng nhn c hng ha. Cc yu t ca thi gian t hng
bao gm thi gian t hng, thi gian tp hp v x l n t hng, thi gian b sung
d tr, thi gian sn xut v thi gian giao hng. Nhng khong thi gian ny c th
c kim sot trc tip hoc gin tip thng qua vic la chn v thit k cch thc
chuyn n t hng, chnh sch d tr, th tc x l n t hng, phng thc vn
chuyn, phng php lp k hoch. Hnh 2.5 minh ha cc khong thi gian c bn trong
mt chu k thi gian t hng in hnh.
Thi gian t hng ph thuc vo phng thc t hng, bao gm khong
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
39
i l
bn l
Chuyn n t
hng ca KH
Tp hp v x l
n t hng
Chuyn H chuyn
tip ti ngun hng
Tp hp, x l n t
hng t kho hoc nh sx
nu khng cn d tr
Giao hng
Giao hng trc tip t nh
sn xut
Tng thi gian t hng
t hng
X l h,
chun b h
2
Thi gian b
sung DT
Thi gian
giao hng
a. Kim tra H
b. Chuyn H ti kho
a. Chun b chng t
vn chuyn
b. Kim tra kh nng
thanh ton
c. Tp hp n hng
ti kho
t hng t nh my
b sung d tr
a. Thi gian vn
chuyn t kho
b. Thi gian vn
chuyn t nh my
c. Qu trnh giao
hng cho khch
Hnh 2.5: Phn tch tng thi gian p ng n hng
Thi gian tp hp v x l n t hng xy ra ng thi. Vic chun b chng t
vn chuyn v kim tra d tr c th c thc hin trong khi hot ng tp hp n t
hng ang c tin hnh. V vy tng thi gian tin hnh c hai hot ng ny khng
phi l tng thi gian ring r ca mi hot ng n l.
Thi gian b xung d tr : Kh nng d tr cng c nh hng n thi gian
thc hin n hng, thng thng d tr ti kho s c s dng. Khi d tr trong kho
khng cn, cn tin hnh b xung d tr bng cc n t hng k tip (back order) hoc
tin hnh sn xut. Qu trnh chun b hng i khi rt n gin bng lao ng th cng
nhng i khi cng kh phc tp v c v t ng ha cao.
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
ca h thng
Tc Chi ph thc
hin/duy tr
Hiu
qu
chnh
Xc
1 Thc hin bng tay Chm Thp Thp Thp
2
Thc hin bng din
thoi
Trung
Bnh
Trung bnh Tt
Trung
bnh
3
Ni mng in t
trc tuyn
Nhanh
u t cao, chi ph
hot ng thp
Rt tt Cao
n gin nht v cp thp, n hng c khch hng lp bng tay hoc
nh my ri gi cho nh cung cp qua bu in. Cch ny tuy c chi ph thp, nhng
tc chm, chnh xc v hiu qu khng cao. Khi in thoi xut hin, ngi ta
truyn tin t hng bng in thoi, fax
y l mt bc tin b, gip rt ngn ng k thi gian t hng, hnh 2.6 v 2.7
cho thy s khc bit gia hai phng thc ny.
40
Hnh 2.6: Dng thng tin t hng theo kiu truyn thng
Hnh 2.7: Dng thng tin giao dch in t
Khi mng my tnh ra i cc thng tin trong qu trnh thc hin n hng oc
truyn i vi mt tc gn nh tc th. Nhng ng dng v my tnh v h thng thng
tin dn ti gim ng k thi gian cn thit hon thnh nhng cng vic ny .
Do thi gian l yu t tc ng nhiu nht n cht lng dch v khch hng ca
hot ng logistics m cn c cc bin php tc ng lm gim ngn khong thi gian
ny mt cch thch hp.
41
Ngi mua
Bu in
in thoi
Bu in
B phn nhn
tin
Nh cung cp
B phn nhn n
hng
Ho n
Yu cu mua hng
i din thng
mi
Giao dch trc tip
Hp th ca ngi
mua
My tnh
ca ngi mua
Hp th ca nh
cung cp
My tnh
ca nh cung cp
Mng my tnh bn th ba
Hp th nh cung cp
Hp th ngi mua
Giao dch gin tip
- Trc ht l u tin x l cc n hng mang li li nhun cao hn nhm phn
b cc ngun lc v thi gian, cng sc mt cch hp l.
- Trong mt s trng hp cn s l ng thi cc khu c th phi hp ca nhiu
n hng hoc ca cng n hng gim thi gian x l. Gp cc n hng thnh
nhng nhm x l ng thi cng l mt cch c th s dng t mc tiu ny.
- 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.
42
- 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 ca khch hng ngay c khi a im kinh doanh ca h xa khch hng
hn so vi cc ca hng bn l ti a phng.
43
V d: Rt nhiu nh cung cp phn cng v phn mm my tnh xa tr thnh
nhng i th cnh tranh vi cc ca hng bn l a phng. Theo thng l, khch hng
c th ti cc ca hng bn l my tnh ti a phng mua loi m h cn, hoc nu
ca hng ht th ngi bn l s t hng t cc nh cung cp.
Cc nh cung cp my tnh khng t ti a phng cng c th cung cp mc gi
thp. Tuy nhin, vic vt qua c nhng bt li v v tr c th em li thnh cng
thc s nu ca hng thanh ton bng th tn dng. Nhiu ca hng thanh ton bng th
tn dng nh th ny pht trin mt chnh sch theo nhng bc di y nhm gim
thi gian ca chu k t hng:
- Khch hng gi in n t hng thng qua mt s in thoi min ph. Th
in t cng l mt la chn nhng n lm tng thi gian ca chu k t hng.
- Ngi tip nhn n t hng nhp yu cu t hng vo mt my tnh, kh
nng p ng ca d tr c kim tra ngay lp tc t h s d tr c lu trong
my tnh, gi c a ra v chi ph t hng c tnh ton. Nu phng thc thanh
ton l bng th tn dng, th vic kim tra th tn dng cng c tin hnh thng qua x
l s liu bng in t.
- Yu cu t hng c chuyn i bng cc phng tin in t ti kho hng
thc hin. Thng th yu cu t hng s c chuyn i trong vng mt ngy k t khi
nhn c n t hng.
-Thng thng hng ha c vn chuyn trc tip bng dch v hng khng 2
nd
-
Day hoc bng UPS ti nh hoc a im kinh doanh ca khch hng. Vic giao hng
vo ban m c th c tin hnh giao hng nhanh hn nu khch hng yu cu.
Kt qu l tng thi gian v chi ph t hng ca hnh thc bn l khng ca hng
ny thp hn so vi t hng ca nh bn l ti ca hng a phng.
-------------------------------------------------------------------
Tm tt chng 2
Dch v logistics khch hng l kt qu cui cng ca vic thc hin ton b nhng
hot ng logistics. Chnh sch dch v khch hng xc nh nhng gii hn trong vn
ti u ha hot ng logistics, nu khng c mt chin lc p ng khch hng ph
hp th cc qu trnh khc ca hot ng logistics s tr nn v dng.
Chng ny trnh by khi nim v cc c trng dch v khch hng ca logistics,
nhn mnh vai tr v tm quan trng ca dch v khch hng do logistics mang li cho
mt doanh nghip. Vic trnh by 4 nhn t c bn cu thnh mt dch v l thi gian,
tin 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
44
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.
45
CHNG 3. QUN TR D TR
3.1 Khi nim, phn loi d tr
3.1.1 Khi nim v chc nng ca d tr:
Trong ton b nn kinh t quc dn, do s cch bit v khng gian v thi gian gia
sn xut v tiu dng sn phm, do c im khc bit gia sn phm sn xut v sn
phm tiu dng, do iu kin a l, t nhin v kh hu, hoc do phi phng nhng
mt cn i ln c th xy ra (chin tranh, thin tai, ...) m sn phm sau khi sn xut ra
khng th tiu dng hoc tiu th ngay, m phi tri qua mt qu trnh nhm xa i
nhng s cch bitk trn. Sn phm trong trng thi (hnh thi) ny c coi l d
tr.
i vi doanh nghip, cn thit phi tp trung mt lng sn phm nht nh nhm
ci thin dch v khch hng v gim chi ph trong kinh doanh, nh: cung cp sn phm
v dch v cho khch hng y v nhanh, v do duy tr v pht trin doanh s; Tp
trung mt lng ln sn phm trong vn chuyn hoc ti kho gip gim chi ph: duy tr
sn xut n nh v nng sut cao, tit kim trong mua v vn chuyn (trong mua: gim
gi v lng hoc mua trc thi v; cn trong vn chuyn vic tng qui m l hng s
m bo vn chuyn tp trung vi chi ph thp ), v nh tp trung mt lng sn phm
nht nh trong kho m cc doanh nghip gim nhng chi ph do nhng bin ng khng
th lng trc. B phn sn phm nhm cho mc ch ny c coi l d tr.
Nh vy, tt c cc hnh thi tn ti ca sn phm hu hnh trong h thng Logistic
do cc nhn t kinh t gy nn nhm tha mn yu cu cung ng ca sn xut v tiu
dng vi chi ph thp c coi l d tr. Vy:
D tr l cc hnh thi kinh t ca s vn ng cc sn phm hu hnh vt t,
nguyn liu, bn thnh phm, sn phm, - trong h thng logistics nhm tha mn
nhu cu ca sn xut v tiu dng vi chi ph thp nht.
D tr trong thng mi thc hin 3 chc nng c bn: chc nng cn i cung -
cu, chc nng iu ho cc bin ng, v chc nng gim chi ph.
Chc nng cn i cung - cu m bo cho s ph hp gia nhu cu v ngun cung
ng v s lng, khng gian v thi gian. Trong sn xut v kinh doanh, phi tp trung
khi lng d tr thi v, d tr ch n trc do iu kin giao thng vn ti v kh
hu, d tr phng nhng bin ng ca nn kinh t. Chc nng ny l do nh hng
ca mi trng v m n quan h cung - cu.
Chc nng iu ho nhng bin ng: D tr phng nhng bin ng ngn
hn do s bin ng ca nhu cu v chu k nhp hng. Thc hin chc nng ny, cn
phi c d tr bo him.
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.
46
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):
Ghi ch: Quy trnh logistics
Quy trnh logistics ngc
(Reverse logistics flow)
Hnh 3.1: Cc loi d tr phn theo v tr trn dy chuyn cung ng
* Nh cung ng thu mua
* Thu mua sn xut
* Sn xut Marketing
* Marketing Phn phi
* Phn phi Trung gian
* Trung gian Ngi tiu dng
47
D tr nguyn
vt liu
D tr bn
thnh phm
D tr thnh
phm ca nh sx
D tr sn phm
trong phn phi
D tr ca nh
cung cp
D tr ca nh
bn l
D tr trong
tiu dng
Ti to v ng
gi li
Ph liu ph
thi
Loi b ph
thi
Hnh 3.1 cho thy, thc hin qu trnh logistics lin tc cn c nhiu loi d tr.
Trc tin l nh cung cp mun m bo c nguyn vt liu cung ng theo n
t hng ca ngi sn xut th cn c d tr ca nh cung cp. Khi nguyn vt liu c
giao cho ngi sn xut, sau khi kim tra v lm th tc cn thit s c nhp kho d
tr m bo cho qu trnh sn xut c tin hnh lin tc, nhp nhng, l d tr
nguyn vt liu. Trong sut qu trnh sn xut, nguyn vt liu di d tc ng ca cc
yu t khc, nh: my mc, sc lao ng, dn bin thnh sn phm. qu trnh sn
xut c lin tc, th trong mi cng on ca qu trnh li c d tr bn thnh phm.
c sn phm theo yu cu ca cc n t hng, th sn phm lm ra s c d
tr ti kho thnh phm ca nh my, ch n khi s lng mi xut i. l d tr
sn phm ti kho ca nh sn xut. Trong qu trnh lu thng, phn loi hng ha s
c d tr ti cc trung tm phn phi khu vc, ti kho ca cc nh bun - D tr
sn phm trong phn phi. Khi sn phm n tay cc nh bn l, p ng yu cu ca
ngi tiu dng mi lc, nh bn l s t chc d tr hng ha ti cc kho, ca hng
D tr ca nh bn l, v cui cng sn phm n tay ngi tiu dng, h s t chc d
tr p ng nhu cu c nhn D tr ca ngi tieu dng.
Theo chiu thun, qu trnh logistics s i t ngi cung cp nguyn vt liu cho
ngi tiu th sn phm cui cng, mi khu ca qu trnh u t chc d tr m
bo cho qu trnh lin tc v hiu qu. Thc t cho thy, mi khu trong qu trnh
logistics c th xut hin nhng sn phm khng t yu cu cn phi hon tr li, nhng
sn phm h hng, khim khuyt, i hi phi ti ch, bao b dn nhn li. T dn n
nhu cu phi t chc qu trnh logistics ngc (reverse logistics) v mi khu cng s
hnh thnh d tr. Trong cc loi d tr hnh 3.1, c 4 loi d tr ch yu (hnh3.2)
Hnh 3.2: Cc loi d tr ch yu phn theo v tr trong h thng logistics
Theo hnh thi vn ng ca sn phm trong h thng logistics ngi ta cn c th chia
d tr lm hai loi: D tr ti cc c s Logistics v d tr trn ng vn chuyn
- D tr ti cc c s logistics, bao gm d tr trong kho nguyn vt liu, ph tng,
(gi chung l kho vt t); D tr trong cc kho bn thnh phm ca cc t, i, phn
xng sn xut; D tr trong kho thnh phm ca nh sn xut; D tr trong cc kho ca
trung tm phn phi, kho ca cc nh bn bun, bn l; D tr trong ca hng bn l
Lng d tr ny m bo cho sn xut c lin tc v p ng yu cu kinh doanh ca
cc nh bn bun, bn l, cng nh tha mn nhu cu ca ngi tiu dng.
- D tr hng ha trn ng vn chuyn: l d tr hng ha ang trong qu trnh
vn ng t im u n im cui dy chuyn cung ng. Thng thi gian vn chuyn
trn ng vn chuyn bao gm: Thi gian hng ha c chuyn ch trn cc phng
tin vn ti, thi gian bc d, chuyn ti, thi gian hng c bo qun, lu tr ti kho
bi ca cc n v vn ti.
48
D tr bn
thnh phm
D tr sn
phm trong
sn xut
D tr sn
phm trong
phn phi
D tr
nguyn vt
liu
b. Phn loi theo cc yu t cu thnh d tr trung bnh
D tr chu k : l d tr m bo cho vic tiu th sn phm (sn xut hoc bn
hng) c tin hnh lin tc gia hai k t hng (mua hng) lin tip
D tr nh k c xc nh bng cng thc:
dh n ck
t m Q D .
Trong :
D
ck
: D tr chu k (Qui m l hng nhp - Q
n
)
m : mc bn/ tiu th sn phm bnh qun 1 ngy m.
T
dh
: 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
nhp (
n
Q D
2
1
)
+ 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 t
dh
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:
D
b
= .z
Trong trng hp doanh nghip phi c d tr bo him, d tr trung bnh s l:
b
D
Q
D +
2
+ D tr trn ng: D tr sn phm trn ng c xem l mt b phn cu
thnh nn d tr trung bnh, n bao gm: d tr hng ho c chuyn ch trn cc
phng tin vn ti, trong qu trnh xp d, chuyn ti, lu kho ti cc n v vn ti. D
tr trn ng ph thuc vo thi gian sn phm nm trn ng v cng tiu th
hng ha, v bn m bo d tr trn ng l bn s hu sn phm trong qu trnh vn
chuyn.
D tr trn ng c tnh theo cng thc sau:
v v
t m D .
Nu doanh nghip c d tr trn ng th d tr trung bnh s l:
49
D
b
- D tr bo him
- lch tiu chun chung
z- H s tng ng vi xc sut c sn sn
phm tiu th (tra bng)
D
v
- D tr sn phm trn ng
-
- Mc tiu th sn phm bnh qun mt ngy
-
- Thi gian trung bnh sn phm trn ng
v b
D D
Q
D + +
2
c. Phn loi theo mc ch ca d tr
+ D tr thng xuyn
D tr thng xuyn nhm m bo tha mn nhu cu hng ngy. D tr thng
xuyn ph thuc vo cng v s bin i ca nhu cu v khong thi gian gia 2
thi k nhp hng. D tr thng xuyn bao gm d tr chu k v d tr bo him.
+ D tr thi v
C nhng loi hng ho tiu th quanh nm, nhng sn xut c tnh thi v nh:
nng sn, ngc li c nhng sn phm ch tiu dng theo ma v nhng c th sn xut
quanh nm nh : qun o thi trang. p ng nhng nhu cu nu trn th phi c dng
d tr theo ma v. Mt s v d v dng d tr ny, nh: x lnh ngi ta d tr rau
phc v cho ma ng; cc cng ty thit b trng hc d tr sch, v, dng c hc
sinh phc v cho ngy khai trng.
d. Phn loi theo gii hn ca d tr:
Theo tiu thc ny c cc loi d tr:
* D tr ti a;
* D tr ti thiu;
* 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
2
1
...
2
1
2 1
+ + +
n
d d d
D
n
Trong :
D : D tr trung bnh
n
d d d ,..., ,
2 1 - mc dc tr nhng thi im quan st;
1,2, , n thi im quan st mc d tr.
50
3.2 Cc yu cu qun tr d tr, phn loi sn phm d tr
3.2.1 Yu cu qun tr d tr
Qun tr d tr trong doanh nghip phi m bo 2 yu cu: Yu cu trnh dch
v, v yu cu gim chi ph d tr.
a. Yu cu dch v
Trnh dch v l vic xc nh cc mc tiu hot ng m d tr phi c kh
nng thc hin. Trnh dch v c xc nh bng thi gian thc hin n t hng; h
s tho mn mt hng, nhm hng v n t hng (sn xut, bn bun); h s n nh
mt hng kinh doanh h s tho mn nhu cu mua hng ca khch (bn l). Nhng ch
tiu trnh dch v khch hng trn y ph thuc kh ln vo vic qun tr d tr.
Trnh dch v do d tr thc hin c tnh ton theo cng thc sau:
c
t
M
m
d 1
Trng hp mt i tng tiu th nhiu loi sn phm th trnh dch v chung
c tnh nh sau:
i
n
i
c
d d
1
Ch tiu trnh dch v k hoch c xc nh theo cng thc sau:
( )
Q
z f
d
.
1
nng cao trnh dch v ca d tr, c th s dng nhng gii php sau:
- Th nht l gii php truyn thng: tng cng d tr. Gii php ny c th t
n trnh dch v nht nh, nhng c th lm tng chi ph d tr v c h thng
logistics.
- Th hai l gii php ci tin: vn chuyn sn phm nhanh, chn ngun hng tt
hn v qun tr thng tin hiu qu hn. Gii php ny nhm chn phng n ti u trong
qun tr d tr.
b. Yu cu v gim chi ph c lin quan n d tr
C nhiu loi chi ph c lin quan n qun tr d tr. Tng chi ph c lin quan n
d tr bao gm:
dh v d m
F F F F F + + +
F
m
: Chi ph gi tr sn phm mua
51
d- Trnh dch v (mt loi sn phm)
m
t
- Lng sn phm khng tha mn yu cu tiu th
M
c
- Nhu cu tiu th sn phm ca c k
d
c
- Trnh dch v chung cho mt i tng tiu th sn phm
d
i
- Trnh dch v ca mt hng i
n- S sn phm cung cp
d- lch tiu chun chung
f(z)- Hm phn phi chun
Q- Qui m l hng nhp
F
d
: Chi ph d tr
F
v
: Chi ph vn chuyn
F
dh
: Chi ph t hng
Cc loi chi ph ny u lin quan n mt thng s ca d tr, l qui m l
hng mua. Khi thay i qui m l hng mua, cc loi chi ph ny bin i theo chiu
hng ngc chiu nhau, c th chi ph d tr bin i ngc chiu vi cc chi ph: gi
tr sn phm mua, chi ph vn chuyn, chi ph t hng. Do , trong qun tr d tr d
tr, phi xc nh qui m l hng sao cho:
dh v d m
F F F F F + + +
min
Chi ph d tr l nhng chi ph bng tin d tr. Chi ph d tr trong mt thi k
ph thuc vo chi ph bnh qun m bo mt n v d tr v qui m d tr trung bnh:
,
_
+
b d d d
D Q p k D f F
2
1
.
d
f
: Chi ph bnh qun cho mt n v d tr
D: D tr bnh qun
k
d
: 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
D
b
: 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.
52
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.
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.
*
Vilfredo Pareto Nh kinh t hc Italia pht minh qui tc ny nm 1906
53
Chi ph kho
bi
Chi ph
qun tr
d tr
Chi ph v
vn
Chi ph cho
cc dch v
hng d tr
Chi ph ri
ro i vi
hng d tr
Lng vn u t vo
hng d tr
Bo him
Thu
Trang b trong kho
Kho cng cng
Kho thu
Kho ca cng ty
Hao mn v hnh
H hng
Hng b thiu ht
iu chuyn hng
gia cc kho
Hnh 3.3: Cu thnh chi ph d tr
Phng php phn loi ny nh sau:
- Lp bng phn loi sn phm, v c bn c mu nh bng 3.1:
- 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,
95 50
C
n 100 100
Cng 100
Ch : T trng mt hng cng dn: 100 .
1
i
n
m
i
54
C nhiu quyt nh trong d tr, cc quyt nh c bn l: H thng d tr; Cc
thng s i vi tng h thng d tr.
3.3 Quyt nh h thng d tr v thng s h thng y
3.3.1 Quyt nh h thng d tr
Vic hnh thnh v iu tit d tr trong doanh nghip theo nhiu cch thc khc
nhau. Tuy nhin, ty thuc vo quyt nh b sung d tr m c 2 h thng c bn:
a. H thng ko: L h thng d tr trong , cc n v ca doanh nghip hot
ng c lp, vic hnh thnh v iu tit d tr do tng n v m nhim (ko ht sn
phm vo d tr ti n v)
y l h thng d tr phn tn thch hp vi cc doanh nghip hot ng c lp
trn cc th trng rng ln, hoc vic tp trung qun tr d tr s gy nhiu tn km v
khng hiu qu.
b. H thng y: L h thng do mt trung tm iu tit d tr chung (quyt
nh y sn phm d tr vo cc n v)
H thng ny kh phc tp nhm ti u d tr cho c h thng, trong iu kin hin
nay do pht trin thng tin, h thng ny cng c p dng rng ri.
Mi h thng d tr c cc cch thc tnh ton cc thng s khc nhau v rt phong
ph. Nhng h thng no i chng na cng phi p ng cc yu cu ca qun tr d
tr.
3.3.2 Cc quyt nh trong h thng y
H thng y c nhiu m hnh iu tit d tr khc nhau ty thuc yu cu v
tnh th ca mi trng. Mt s m hnh n gin gm:
a. M hnh phn phi sn phm d tr vt yu cu theo t l nhu cu d
bo
- Bc 1: Xc nh nhu cu ca thi k kinh doanh cho tng c s logistics (kho).
- Bc 2: Xc nh s lng hng ho d tr hin c mi c s logistics.
- Bc 3: Xc nh xc sut c hng cn thit mi kho.
- Bc 4: Xc nh tng lng hng ho cn thit mi c s logistics trn c s lng
hng ho d bo cng vi lng hng ho d tr bo him.
- Bc 5:Xc nh lng hng ho b sung d tr - chnh lch gia tng lng hng ho
cn thit v d tr hng ho hin c.
- Bc 6:Xc nh s lng hng ho phn phi vt qu yu cu cho tng im d tr
theo t l nhu cu trung bnh theo d bo.
Bc 7:Xc nh s lng hng ho phn phi cho tng im d tr bng cch cng
lng hng ho b sung d tr (bc5) vi lng hng ho phn phi vt qu yu cu (bc
6).
55
V d: Mt cng ty nng sn d tnh mua 125.000 T hng ho v sau a vo d tr
3 kho phn phi. Cng ty phi xy dng phng n phn phi lng hng ho ny cho 3 kho
nh th no cho hp l. Nhng d liu bo co 3 kho nh sau (Bng 3.2):
Bng 3.2: Cc d liu tnh ton
Kho
D tr
hin c
(T)
Nhu cu theo
d bo
(T)
Sai s d bo
(T)
Xc sut m
bo
d tr(%)
1 5.000 10.000 2.000 90
2 15.000 50.000 1.500 95
3 30.000 70.000 20.000 90
- Xc nh tng lng hng ho cn thit tng c s = D bo + ( Z sai s d bo)
Z: Ch s lch tiu chun tng ng vi xc sut m bo d tr hng ho (tra bng).
Chng hn, vi xc sut m bo d tr P
r
= 90%, th Z = 1,28.
Kt qu tnh ton c th hin bng 3.3
Bng 3.3: Tnh ton cc thng s
Kho Tng lng
cn thit (1)
D tr
hin c (2)
Lng hng b
sung (3)=(1)-
(2)
Lng hng
vt yu cu
(4)
Tng lng
phn phi
(5)=(3)+(4)
1 12.560 5.000 7.560 1.105 8.665
2 52.475 15.000 37.475 5.525 43.000
3 95.600 30.000 65.600 7.735 73.335
160.635 110.635 14.365 125.000
Ch : Tng lng hng phn phi vt qu yu cu: 14.365 = 125.000 - 110.635. T l
phn phi hng vt qu yu cu: 10.000/50.000/70.000.
b. M hnh b sung sn phm d tr theo ngy d tr chung
y l phng php n gin trn c s phn phi cho mi c s logistics trc
thuc mt "t l hp l" hng ho d tr t cng mt ngun tp trung (nh tng kho).
Cc bc tin hnh theo phng php ny nh sau:
Bc 1: Xc nh tng lng hng ho hin c ti ngun tp trung, lng hng
ho cn d tr ngun tp trung v lng hng ho cn phn phi cho cc c s
logistics trc thuc.
Bc 2: Xc nh lng hng ho d tr hin c v mc tiu th hng ho bnh
qun hng ngy tng c s logistics trc thuc.
Bc 3: Xc nh s ngy d tr chung ca c h thng theo cng thc sau:
n
i
i
n
i
i t
d
m
D Q
n
1
1
56
n
d
- S ngy d tr chung ca c h thng
Q
t
- Tng lng hng ho phn phi t ngun tp trung
D
i
- S lng hng ho d tr hin c tng c s logistics
-
- 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:
i
i
i
d i
m
m
D
n Q
,
_
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
hin c
Mc tiu th
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
( )
67 , 9
15 50 10
75 100 50 500
+ +
+ + +
d
n ngy
T y ta tnh c:
47 7 , 46 10
10
50
67 , 9
1
,
_
Q
n v
383 50
50
100
67 , 9
2
,
_
Q
n v
70 15
15
75
67 , 9
3
,
_
Q
n v
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.
3.4 Cc quyt nh trong h thng ko
3.4.1 Quyt nh m hnh kim tra d tr
Mi mt h thng c cc loi m hnh kim ta d tr khc nhau nhm cung cp
thng tin tnh trng d tr a ra quyt nh nhp hng thch hp. Tng ng vi mi
m hnh kim tra, phi xc nh cc thng s:
im t hng: L Tiu chun d tr so snh vi d tr thc t kim tra nhm
quyt nh t hng (mua hng)
Qui m l hng: Lng hng mi ln t mua (nhp)
i vi h thng ko, c mt cc m hnh kim tra sau:
57
a. M hnh kim tra thng xuyn d tr
y l m hnh phi thng xuyn kim tra tnh trng v cc thng s d tr. M
hnh ny thng p dng i vi nhng sn phm thuc nhm A, c tc chu chuyn
nhanh.
i vi m hnh ny, im ti t hng c xc nh nh sau:
D
=
b h
D T m +
Qui m l hng c xc nh theo cch tnh qui m l hng kinh t Q
o
Khi kim tra d tr, nu xy ra trng hp sau:
D
k
+ Q
; y, Q
= b h
D
L
T m +
,
_
+
2
;L- Chu k kim tra d tr (ngy)
Qui m l hng cng c xc nh theo cch tnh qui m l hng kinh t Q
o
D tr trung bnh trong trng hp ny s l:
b
o
D
L m Q
D + +
2
.
2
c. Cc m hnh kim tra bin dng
Bao gm 2 m hnh: m hnh h thng chu k t hng c nh, v m hnh 2 mc
d tr (min- max).
c.1. M hnh h thng chu k t hng c nh.
M hnh ny thng p dng trong trng hp n t hng c nhiu mt hng, c
cng thi im t hng.
i vi m hnh ny, chu k kim tra cng ng thi l chu k t hng, v do
D
= D
k
. Qui m l hng c xc nh nh sau:
58
D
- im ti t hng
m - Mc tiu th hng ho bnh qun ngy
h
T - Thi gian trung bnh thc hin mt n hng
D
b
- D tr bo him
Q
h
= D
max
- D
k
- Q
y, D
max
- Mc d tr b sung mc tiu:
( )
b h
D L T m D + +
max
Vi h thng ny, d tr trung bnh s l:
b
D
L m
D +
2
.
c.2. H thng 2 mc d tr (h thng min-max)
M hnh ny thng p dng i vi sn phm thuc nhm B, c chu k kim tra
ngn hn.
Vi h thng ny, ti thi im kim tra nu:
D
k
+ Q
< D
min
th tin hnh t hng vi qui m l hng Q
h
= D
max
- D
k
- Q
y, D
min
- D tr thp nht, v D
min
= D
=
b h
D T m + .
D tr trung bnh cng c tnh theo cng thc ca m hnh trn.
3.4.2 Quyt nh qui m l hng nhp
Quan im chung xc nh qui m l hng nhp: Qui m l hng nhp phi m
bo b sung d tr thch hp, p ng trnh dch v khch hng; ng thi qui m l
hng nhp phi m bo hp l, ngha l phi tit kim cc ngun lc: tng chi ph thp;
ph hp kh nng vn d tr, kh nng iu kin bo qun sn phm (kho).
Mi mt h thng d tr c cch tnh ton qui m l hng nhp khc nhau. i vi
h thng d tr ko c cc m hnh ph bin sau:
a. Qui m l hng nhp tng ln
Nhp v bn ht ri mi nhp l hng tip theo, m bo lng hng bn cao nht
c th, gim bt thit hi do khng bn ht hng, thng p dng i vi hng rau qu
ti, thi trang,
tm qui m l hng kinh t Q
o
, chng ta c th tin hnh phn tch gii hn kinh
t, c ngha qui m l hng m ti , li nhun cn bin ca mt n v hng bn ra phi
bng l cn bin khng bn c n v hng ho .
Li nhun mt n v bn ra l: Li nhun = gi - chi ph n v
L mt n v bn ra l: L = chi ph n v - chi ph thu hi n v
Ta c: CP
n
L n v = (1 - CP
n
) Li n v
y, CP
n
- Tn sut tch lu bn ti thiu n n v sn phm.
T ta c:
o a
a
n
l l
l
CP
+
;
C ngha, s tip tc tng qui m l hng cho n khi tn sut tch lu bn thm
mt n v bng t l
o a
a
l l
l
+
59
- Li n v
- L n v
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:
( )
58 , 0
000 . 250 000 . 250 000 . 599
000 . 250 000 . 599
n
CP
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:
Q
o
= 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
ra(1000)
Tn sut
nhu cu
Tn sut
tch lu
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 :
( )
( ) ( )
555 , 0
000 . 500 000 . 700 . 000 . 700 000 . 950
000 . 700 000 . 950
n
CP
Gi tr CP
n
nm gia 2.000 v 3.000, chng ta chn Q
o
= 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:
k d
h
o
p k
Mf
Q
2
;
Trong mt s trng hp, nu tc cung ng (sn xut) ln hn tc tiu th
(bn), th cng thc trn phi iu chnh nh sau:
60
M- Tng mc tiu th hng ho trong k k hoch
f
h
- Chi ph mt ln t hng
k
d
- T l chi ph m bo d tr
p
k
- Gi ph hng ho nhp kho
b sx
sx
k d
h
o
v v
v
p k
Mf
Q
2
;
p dng m hnh trn y i hi mt s rng buc:
- Phi m bo tho mn mi nhu cu
- Nhu cu c tnh lin tc, n nh v vi c cu bit.
- Thi gian thc hin chu k nhp hng n nh.
- Gi hng n nh khng ph thuc vo qui m l hng v thi gian (gi mua v
chi ph vn chuyn khng gim theo s lng )
- Khng gii hn phm vi k hoch ho.
-Khng c s tc ng qua li gia c cu d tr.
- Khng tnh d tr trn ng.
- Khng gii hn kh nng vn v din tch bo qun hng ho.
Tuy nhin m hnh trn c nhng tc dng trong lp k hoch d tr:
- Tm thy im m ti , chi ph thc hin n hng v nh mc bo d tr hng
nm bng nhau.
- Xc nh c d tr trung bnh chu k bng 1/2 qui m l hng.
- Trong trng hp mi ci khc nh nhau, gi tr ca n v d tr c nh hng
n chu k nhp hng: hng c gi tr cao s c t nhiu ln hn.
b.2. Trng hp gim gi mua v vn chuyn v lng
Do nhng chnh sch marketing m ngun hng v n v vn ti c th gim gi
khi mua hoc vn chuyn vi n t hng c qui m ln. C 2 chnh sch gim gi:
chnh sch gim gi ton phn v chnh sch gim gi tng phn. Chng ta nghin cu
phng php xc nh qui m l hng i vi tng chnh sch.
Vic xc nh qui m l hng kinh t da trn c s xc nh tng chi ph thp nht
ca chi ph gi tr hng ho mua, chi ph t hng v chi ph d tr. Cng thc xc nh
tng chi ph ny nh sau:
2
. . .
.
i
m
i d
i
h m
i
Q p k
Q
f M
M p F + +
y:
F- Tng chi ph mua v d tr cho c thi k vi qui m l hng Q
i
m
i
p
- Gi mua vi qui m l hng Q
i
M- Nhu cu cho c thi k k hoch
f
h
- Chi ph mt ln t hng
Q
i
- Qui m l hng cn mua; k
d
- T l chi ph m bo d tr
* Chnh sch gim gi v lng ton phn.
Vi chnh sch ny, ngun hng s gim gi cho tt c cc n v hng ho khi qui
m l hng vt qu gii hn nht nh. C th tm tt chnh sch ny nh sau:
61
V
sx
- Tc sn xut, n v/ngy
v
b
- Tc tiu th (bn), n v / ngy
v
sx
> v
b
Qui m l hng(Q
i
) Gi(p
i
)
0 < Q
i
< Q
1
p
1
Q
i
Q
1
p
2
y, Q
i
- Qui m l hng cn mua; Q
1
-Gii hn qui m l hng c mc gi p
1
p
2
- Gi hng ho khi qui m l hng vt qu gii hn Q
1
ng cong tng chi ph i vi chnh sch ny c th hin hnh 3.4
ng cong xc nh (hin thc)
ng cong khng xc nh (khng hin thc)
Hnh 3.4: th tng chi ph theo qui m l hng
Qu trnh xc nh qui m l hng kinh t theo cc bc nh sau:
- Bc 1: Tnh qui m l hng kinh t Q
o2
vi mc gi thp nht p
2
. Nu Q
o2
xc
nh th l qui m l hng cn tm. Nu khng, tnh tip bc 2.
Bc 2: Tnh qui m l hng ti u vi mc gi thp hn Q
01
(gi tr nm trong
khong xc nh). Tnh tng chi ph F theo qui m l hng ti u Q
0i1
vi mc gi p
1
v
theo cc qui m l hng gii hn Q
i
vi mc gi thp hn p
2
.
- Bc 3: So snh cc phng n chi ph trn, phng n no c chi ph thp hn th
qui m l hng ng vi phng n l qui m l hng kinh t cn tm.
V d: Mt trm bn bun cn mua mt mt hng vi nhu cu d bo l 2.600 n
v / nm. Chi ph mt n qt hng l 100.000/n, t l chi ph m bo d tr l
20%/nm. Ngun hng c chnh sch gim gi v lng ton b vi 2 mc gi nh sau:
p
1
= 50.000/n v cho qui m mua Q
i
< 500 n v, v gim 5% gi khi s lng mua
500 n v. Vy trm bn bun cn mua vi qui m bao nhiu tng chi ph mua c
nm l thp nht?
- Trc ht ta tnh qui m l hng kinh t Q
0
ng vi 2 mc gi;
228
000 . 50 20 , 0
000 . 100 600 . 2 2
1
2
01
p k
Mf
Q
d
h
n v
Tng t ta tnh c Q
02
:
( )
234
% 5 % 100 000 . 50 20 , 0
000 . 100 600 . 2 2
02
Q
n v
Ta nhn thy Q
02
khng xc nh (234 < 500), tnh tip.
62
Qui m l hng
Tng chi
ph F
Chi ph vi
0 < Q
i
<Q
1
Chi ph vi
Q
i
Q
1
0
Q
1
- Tnh tng chi ph F(228) v F(500):
F(228) =
4 , 240 . 132
2
228 50 20 , 0
228
100 600 . 2
600 . 2 50
+
+
nghn
F(500) =
( )
( )
395 . 126
2
500 95 , 0 50 20 , 0
500
100 600 . 2
600 . 2 95 , 0 50
+
+
So snh ta thy F(500) < F(228). Vy qui m l hng kinh t l Q
0
= 500 n v
* Chnh sch gim gi v lng tng phn
i vi chnh sch ny, khi qui m l hng mua vt qu gii hn xc nh th
ngun hng s gim gi mua cho s lng n v hng ho vt qu gi hn. C ngha:
Qui m mua (Q
i
) Gi mua (p
i
)
Q
i
Q
1
p
1
Q
i
> Q
1
p
1
cho Q
1
v p
2
<p
1
cho Q
2
= Q
i
-Q
1
C th din t ng cong tng chi ph theo chnh sch gim gi ny hnh 3.6
Hnh 3.5: th tng chi ph vi chnh sch gim gi mt phn
tm qui m l hng kinh t Q
k
, ta tm cc tiu ca hm s sau:
63
Chi ph vi
0 < Q
i
Q
1
Chi ph vi
Q
i
> Q
1
Tng chi
ph F
Qui m mua
0
Q
1
( )
( ) ( )
x
x
d x h
x x
x
x
Q
Q Q p Q p
k Q f
Q
M
M
Q
Q Q p Q p
Q F
1 2 1 1 1 2 1 1
2
1 +
+ +
+
Gii ra ta c:
( ) [ ]
2
2 1 1
2
p k
f p p Q M
Q
d
h
k
+
1 1 3 2 2 2 1 1
..... 2
( )
n d
n
i
d i i i
p k
f p p Q M
Q
1
]
1
+
1
1
1
2
V d: Cng vi v d trn, nhng gi ch gim 5% cho lng hng 500 n v,
tc l cho Q
2
= Q
x
- 499.
p dng cng thc tnh qui m l hng kinh t, ta c:
( ) [ ]
826
5 , 47 . 20 , 0
100 5 , 47 50 . 499 2600 . 2
02
+
Q
n v
Q
02
= 826 xc nh vi mc gi p
2
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:
Ngoi ra cn c cc m hnh: M hnh xc nh qui m l hng khi bit chi ph
do thiu hng, M hnh xc nh qui m l hng trong trng hp b gii hn v vn d
tr hoc din tch kho bo qun,
3.4.3 Quyt nh d tr bo him
Mt trong nhng chc nng quan trng ca qun tr d tr l phi khc phc nhng
bin ng ca nhu cu v chu k nhp hng gy nn tnh tng thiu hng (d tr) bn,
v nh vy cn phi c d tr bo him.
64
dl
dl dh
dh
dh d
f
f f
f
f f
Q
+
.
2
dl dh
dl
dh
dh d
t
f f
f
f
f f
Q
+
.
2
,
_
+
dh dl
dl
dl
f f
f
Q Q 1
Q: Qui m l hng t
Q
t
: Qui m l hng thiu
Q
dl
: Lng hng li mi ln cung ng
f
d
: Chi ph d tr mt n v hng
f
dl
: Chi ph d tr mt n v hng ti
ni cung ng
xc nh d tr bo him, cn phi tnh c lch tiu chun ca nhu cu v
chu k nhp hng. Da vo s liu thng k tnh hnh nhu cu v nhp hng ca thi gian
qua, c th tnh c lch theo cng thc sau:
n
D F
i i
i
c
- lch tiu chun nhu cu
t
- lch tiu chun thi gian thc hin
n t hng
d
t
td
Q
Q
k 1
K
td
: H s thc hin n hng
Q
t
: Tng n hng thc hin
Q
d
: Tng n hng
d- Trnh dch v khch hng (mt mt hng)
m
t
- Lng hng ho thiu bn cho khch hng
M
c
- Nhu cu ca khch hng c k
V
V
v
d
d
V
d
: T l vn d tr
V
d
: Vn dng d tr
V: Tng vn kinh doanh
d
d
V
M
L
m
V
N
d
d
L
d
: S ln chu chuyn vn d tr
N
d
: S ngy chu chuyn vn d tr
M: Tng mc lu chuyn (bn)
m: Mc bn bnh qun mt ngy
( )
Q
z f
d
.
1
F
d
- Tng chi ph d tr
K
di
- T l chi ph d tr mt n v sn phm
P
i
- Gi tr mt n v sn phm d tr -
- D tr trung bnh
d- Trnh dch v khch hng (mt mt hng)
- lch tiu chun chung
f(z)- Hm phn phi chun
Q- Qui m l hng t
- Ch tiu chi ph d tr:
i
D
i di d
p k F
n
i
i i k
q d D
1
D
k
: Tng s im nh gi nh cung ng k
d
i
: im nh gi tiu chun i ca nh cung ng k (0 d
i
10)
q
i
: quan trng ca tiu chun i (0 q
i
1, q
i
=1)
n: S tiu chun nh gi
Trn c s nhng thng tin sau khi tip xc vi cc nh cung ng, kt hp vi
nhng thng tin thng qua giai on nh gi, tin hnh xp loi ngun cung ng theo
th t u tin tin hnh cc mi quan h mua.
5.1.2.2.4. Giai on th nghim
Sau giai on tip xc, ngh ch mi xp loi c cc nh cung ng c nhiu
tim nng nht, ch cha phi l nhng nh cung ng chnh thc quan h lu di c tnh
chin lc, v do phi tri qua giai on th nghim.
Giai on th nghim nhm kim tra trong mt thi gian nht nh cc nh cung
ng c m bo t c nhng tiu chun thng qua cc thng v mua bn hay khng.
Nu cc nh cung ng t c nhng tiu chun v m bo tin cy cao, c th xp
cc nh cung ng vo quan h i tc lu di. Nu cc nh cung ng qua thi gian th
nghim khng t c nhng tiu chun t ra, cn chn v tin hnh th nghim i
vi nh cung ng tip theo trong danh sch nhng nh cung ng tim nng.
5.1.3. Qu trnh nghip v mua
L tp hp cc cng tc lin h k tip nhau c tnh chu k nhm thc hin tng
thng v mua
Ngoi vic la chn ngun cung ng, cc chnh sch mua th thit k v trin khai
qu trnh nghip v mua nh hng ln n kt qu mua. Ty thuc vo cc quyt nh
ca d tr, c im ca ngun cung ng, sn phm mua, yu cu ca qu trnh cung ng
hng ha cho khch hng m qu trnh nghip v mua khc nhau, nhng v c bn din
ra theo mt qu trnh th hin trn hnh
Hnh 5.2: Qu trnh nghip v mua
5.1.3.1. 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,)
98
Quyt nh mua
Xc nh
nh cung ng
Nhp hng mua
t
hng, k
hp ng
mua
nh gi sau mua
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.
Trong giai on quyt nh mua, ng thi phi xc nh c im ca l hng
mua: loi sn phm cn mua, s lng, cht lng, thi gian nhp hng, gi c,nhm
tin hnh t hng hoc thng lng vi cc nh cung ng.
Cn xc nh phng thc mua: Mua li khng iu chnh, mua li c iu chnh,
hoc mua mi
Mua li khng iu chnh c tin hnh i vi nh cung ng c quan h mua
theo mi lin kt cht ch. L phng thc mua khng c nhng vn g ln cn phi
iu chnh, thng lng vi ngun hng. Phng thc ny thng c thc hin di
cc hnh thc t hng n gin t pha ngi mua. Nhng ngun hng ang cung ng
(gi l ngi cung ng trong - insuppliers) thng n lc nng cao cht lng cung ng
duy tr mi quan h ny. Phng thc mua ny thng p dng trong h thng knh
tip th dc.
Mua li c iu chnh l phng thc mua li nhng cn thng lng, iu chnh
i n thng nht gia ngi mua v bn v hng ho, gi c, cch thc cung ng,
...trong trng hp tnh th mi trng thay i v nhng quyt nh mua bn ca cc
bn khng ph hp. Nu khng i n thng nht, c th phi chuyn ngun cung ng
(ngi cung ng ngoi - out-suppliers).
Mua mi l phng thc mua bt u to lp mi quan h vi ngun cung ng
mua trong trng hp doanh nghip mi bt u kinh doanh, hoc kinh doanh mt hng
mi, thay i cng ngh ch to sn phm, hoc khng trin khai c phng thc mua
c iu chnh, hoc xut hin ngun hng mi vi nhng ngh hp dn. Lc ny phi
xc nh li ngun hng, v cn thit phi nghin cu v phn tch la chn ngun hng.
5.1.3.2. Xc nh nh cung ng
Mi thng v c th phi xc nh nh cung ng ty thuc vo nhiu yu t.
Nhng cn c xc nh nh cung ng:
- Cn c vo phng thc mua: Trng hp mua li khng iu chnh hoc mua li
c iu chnh nhng 2 bn i n thng nht nhng vn trong mua th khng cn xc
nh nh cung ng. Trng hp mua mi hoc mua li c iu chnh nhng khng t
c tha thun gia cc bn th cn phi xc nh li nh cung ng.
99
- Cn c vo danh sch xp loi nh cung ng: theo danh sch xp loi u tin
nghin cu chn nh cung ng thay th nh cung ng hin ti.
- Cn c kt qu nh gi nh cung ng sau nhng ln mua trc: Sau mi thng
v u c nh gi cc nh cung ng. Nhng nh cung ng khng t c nhng yu
cu ca doanh nghip th cn phi thay th, v do phi xc nh li nh cung ng.
- Cn c vo s xut hin nh cung ng mi hp dn: Trng hp ny cn phi tin
hnh nghin cu, nh gi nh cung ng mi mt cch cn thn.
5.1.3.3. 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:
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
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Ngi mua lp
n hng
Giao dch bng cc
phng tin thng tin
Nh cung ng chp nhn
n hng/k hp ng
Ngi mua lp n hng
hoc d tho hp ng
Hai bn trc tip gp nhau
v m phn
Hai bn k thng nht n t
hng hoc k hp ng
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.
5.1.3.4. 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.
5.1.3.5. 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.
101
5.2. Qun tr kho
5.2.1. Khi nim, vai tr v chc nng kho
5.2.1.1. 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.
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-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.
5.2.1.2. 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
5.2.2. H thng bo qun v cc loi kho hng ho
5.2.2.1. H thng bo qun
Bo qun hng ho l mt trong nhng chc nng c bn, trng yu trong t
chc hot ng kho ca doanh nghip. thc hin tt hot ng ca mnh mi loi hnh
103
nh kho u duy tr mt h thng bo qun hng cn thit ph hp vi yu cu ca tng
i tng v mc tiu d tr. Mt h thng bo qun gm cc yu t chnh sau y:
- Qui trnh nghip v kho: c th hin ni dung v trnh t thc hin cc tc
nghip vi dng hng ho lu chuyn qua kho. Qui trnh c xy dng c tnh tng qut
v cn c c th ho mt cch chi tit trong qu trnh hot ng; tu thuc c im v
yu cu bo qun l hng, iu kin khng gian, thi gian hot ng ca kho, yu cu sn
xut kinh doanh c th ca doanh nghip v yu cu ca khch hng.
Ni dung v th t thc hin tc nghip phi xuyn sut t khi chun b nhp hng
cho n khi hng ho c giao xong cho i tng nhn hng. Vic xc nh ng,
khoa hc qui trnh nghip v kho c nh hng quyt nh n kt qu v hiu qu hot
ng ca kho; ng thi l cn c quan trng nht xc nh cc yu t khc tham gia
h thng bo qun.
- iu kin khng gian cng ngh kho: Cu trc nh kho v cc b phn din tch
trong kho. y l yu t quan trng m bo khng gian cho cc tc nghip trong kho
din ra mt cch bnh thng, lin tc v c hiu qu; ph hp vi qui trnh cng ngh
kho, vi qu trnh t chc lao ng trong kho v vic b tr cc trang thit b kho c
xc nh.
Khng gian cng ngh kho phi m bo c cc b phn din tch chnh l: din
tch phc v hot ng giao nhn; din tch bo qun; din tch chun b hng; din tch
cho hot ng qun l v sinh hot. Cc b phn din tch ny khng ch v mt qui
m, m quan trng hn l vic qui hoch hp l, ph hp qui trnh cng ngh kho v
dng hng lu chuyn qua kho.
- Trang thit b cng ngh: y l yu t v cng c v phng tin lao ng, c
lin quan n yu cu v m bo hng ho, t chc lao ng, thc hin cc tc nghip
vi hng ho trong kho v phng tin vn ti khi thc hin vic giao nhn hng ho.
m bo trang thit b cng ngh kho c ngha quan trng trong vic nng cao
nng sut lao ng, tng cng mc c gii ho, gim thiu hao ht hng ho v ng
b vi vic xy dng cc loi hnh kho hin i, p dng cc cng ngh kho tin tin.
- T chc lao ng trong kho: lin quan n vic phn cng cc loi lao ng
trong kho theo chc trch nhim v, gn vi qu trnh hot ng ca kho; xy dng ni
qui- qui ch hot ng kho gn vi cc i tng c lin quan (nhn vin kho, cc i
tng giao dch trong ni b v bn ngoi doanh nghip..),; xy dng ch bo qun
theo l hng; xy dng nh mc cng tc, trong nhn mnh xy dng v qun l nh
mc hao ht hng ho theo cc khu ca qui trnh nghip v kho.
- H thng thng tin v qun l kho: y l mt yu t rt quan trng, nhm m
bo s phi hp hot ng gia cc b phn khc vi b phn kho v qun l hot ng
ca kho. H thng ny bao gm cc loi th kho ( theo di vic nhp- xut hng, qun l
tn kho), cc h s v nh cung cp (hng ho, dch v vn ti), h s khch hng, h s
hng ho, h s n t hng, cc loi bo co..Trong iu kin ng dng cng ngh
thng tin nh hin nay, cc loi ti liu ny cn c x l bng cc chng trnh phn
104
mm chuyn dng thun li cho vic cp nht, x l, lu tr, tra cu v cung cp
thng tin.
5.2.2.2. Cc loi hnh kho bi
C nhiu loi hnh kho khc nhau c s dng kh linh hot p ng cc mc
tiu d tr c th.
5.2.2.2.1. Phn loi theo i tng phc v
-Kho nh hng th trng: Kho p ng yu cu ca khch hng trn th trng
mc tiu. Loi hnh kho ny cn c gi l kho phn phi hay kho cung ng. Kho ny
c chc nng ch yu l dch v khch hng: tng hp cc l hng v cung ng tho mn
cc nhu cu ca khch hng. V mt a l, kho gn khch hng tp trung vn chuyn
l hng ln, c ly di t nh my kt hp cung ng l hng nh t kho cho khch hng.
Phm v hot ng ca kho c cn c vo yu cu tc cung ng, qui m n hng
trung bnh, chi ph/n v cung ng.
-Kho nh hng ngun hng: Kho c v tr cc khu vc sn xut, p ng cc
yu cu cung cp nguyn liu, ph tng, v cc yu t u vo khc ca cc nh sn xut
v do chc nng ch yu l thu nhn v tp trung vn chuyn, tip tc qu trnh sn
xut v d tr thi v.
5.2.2.2.2. Phn loi theo quyn s hu
-Kho ring (private warehouse): thuc quyn s hu v s dng ca ring tng
doanh nghip (thng mi ) c quyn s hu hng ho d tr v bo qun ti kho. Loi
hnh kho ny thch hp vi nhng doanh nghip c kh nng v ngun lc ti chnh,
ng thi cc loi hnh kho khc khng p ng yu cu d tr, bo qun hng v cung
ng ho ca doanh nghip (v tr qu xa, iu kin thit k v thit b khng ph hp).
Li ch ch yu ca kho ring l kh nng kim sot, tnh linh hot nghip v, v
cc li ch v hnh khc. Tuy nhin nu dng kho ring th chi ph h thng logistics s
tng, v tnh linh hot v v tr s c th khng t im ti u khi doanh nghip m rng
th trng mc tiu.
-Kho cng cng (public warehouse): Khc vi kho dng ring, kho cng cng hot
ng nh mt n v kinh doanh c lp cung cp mt lot cc dch v nh d tr, bo
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
105
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.
5.2.2.2.3. 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)
5.2.2.2.4. 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.
5.2.2.2.5. 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.
5.2.3. Cc quyt nh c bn ca qun tr kho v qu trnh nghip v kho
5.2.3.1. Cc quyt nh qun tr kho:
Qun tr kho bao gm mt s quyt nh quan trng th hin trong Hnh 5.3
5.2.3.1.1. 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.
106
Hnh 5.3. Cc quyt nh c bn trong qun tr kho
5.2.3.1.2. Quyt nh v mc tp trung
Doanh nghip cn quyt nh s s dng bao nhiu kho? t kho vi qui m ln hay
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
107
S hu
Kho ring Kho cng cng
S lng kho?
Tp trung
Qui m kho?
V tr kho?
B tr khng gian nh kho
Sn phm g?
u?
Phn tn
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.
5.2.3.1.3. 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.
5.2.3.2. 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.
5.2.3.2.1. 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.
108
-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.
Hnh 5.3: Qu trnh nghip v kho
5.2.3.2.2. Qu trnh tc nghip trong kho
y l cng on c bn v phc tp nht, quyt nh cht lng cng tc kho, thc
hin tt chc nng ca kho hng ho; yu cu vi qu trnh nghip v kho :
- Phi gi gn tt s lng v cht lng hng ho bo qun kho, phn u gim
n mc thp nht hao ht hng ho kho;
- Tn dng din tch v dung tch kho, nng cao nng sut cc loi thit b v lao
ng kho;
Qu trnh tc nghip kho bao gm 4 ni dung: Phn b v cht xp hng ho kho;
Chm sc v gi gn hng ho; Tp hp n hng v chun b giao hng
109
NHP HNG
Tip nhn xe theo lch
D hng
Kim tra s lng/cht lng
So snh vi chng t
PHT HNG
Xp lch chy xe
Cht hng ln xe
Vn n
Cp nht thng tin
U RA
U VO
QU TRNH TC NGHIP TRONG KHO
Cht xp hng
Tm sn phm
Tm v tr ct gi
Di chuyn sn phm
Cp nht thng tin
Bo qun
Thit b
Nhit / m
V sinh/ phng chy
Qun l hao ht
Thi gian lu gi
Kch thc/ hnh khi
Chun b vn chuyn
ng gi
Dn nhn
Xp theo th t
Tp hp n hng
Thng tin
Nht hng
Ghp hng theo n
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
- tng hp l hng theo a ch khch hng
Chun b gi hng
Sau khi tp hp cc n hng theo ng yu cu ca khch, tc nghip tip
110
theo l chun b sn sng cho vic vn chuyn, bao gm cc thao tc:
- ng gi
- dn nhn
- xp theo th t vo ca pht hng
5.2.3.2.3. Pht hng
Pht hng l cng on nghip v cui cng th hin cht lng ca ton b qu
trnh nghip v kho hng ho. Pht hng bao gm cc thao tc nghip v chuyn giao
hng ho cho cc i tng nhn hng, l nhng thao tc sau:
- Xp lch chy xe theo th t u tin v mc cp bch v thi hn thc hin
n hng
- Cht xp hng ho ln phng tin vn ti;
- Kim tra chng t, ho n thanh ton v lnh xut kho; lm chng t giao
hng; lm giy php vn chuyn.
- Kim tra, theo di tnh hnh giao hng v bn bun hng ho t kho, bin ng
ca d tr, m s theo di hng xut, khi xut cc l hng, phi ghi chp cn thn vo
th kho kim tra bin ng ca d tr hng ho nhm b sung kp thi.
5.3. Bao b v dng Logistics ngc
5.3.1. Chc nng v cc yu cu i vi bao b
5.3.1.1. Khi nim v chc nng ca bao b
Bao b l phng tin i theo hng bo qun, bo v, vn chuyn v gii thiu
hng ho t sn xut n khi tiu th . Bao b hng ho c nhng chc nng sau:
-Chc nng marketing (bao b tiu dng/bao b bn trong): C vai tr chnh l
thc y qu trnh bn hng, m bo truyn tin marketing cho khch hng v hng ho
v v doanh nghip.
i vi hng tiu dng, bao b l mi gii gia ngi kinh doanh v ngi tiu
dng. Bao b l hnh nh ring v sn phm gip cho ngi tiu dng d nhn bit, la
chn trong v s loi hng ha c gi tr s dng ging nhau hoc gn ging nhau. Trong
mt chng mc nht nh, hnh nh ca sn phm trong tm tr ngi tiu dng l do s
hp dn ca bao b, l hnh thc bn ngoi ngi ta nh gi sn phm.
Trn b mt bao b, ngi ta dng cc k m hiu, dng cc bng lit k ch tiu v
thnh phn chnh ca sn phm, tn sn phm, tn ngi sn xut, v.v bng ch vit v
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
111
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.
5.3.1.2. 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
112
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..
5.3.2. Tiu chun ho bao b
5.3.2.1. 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
- Yu cu v ghi nhn, bao gi, vn chuyn, v phng php th nghim
in hnh l nhng quy nh thng nht cc tiu chun v mm ti v thng ti.
Mm ti
*
(pallet) c cu to thng thng bng g (nay c mm ti lm bng
nha cng). Cc thanh g/nha c bn cao c ghp nh hnh vi nhau thnh cc
bn theo kt cu quy nh, vi kch thc ph bin l 1200x1600mm v 1200x800mm.
Kch thc ny tu thuc vo loi phng tin vn ti.
- Vn ti ng bin: mm ti c kch thc 1600x1200x80mm. Trng lng c
b l 1,5 tn ti trng ti a l 2 T. Trng lng bn thm mm ti khong 70-80 kg.
- Vn ti ng st: mm ti c kch thc 1200x800x150mm. Trng ti bn
thn 23-25 kg c coi l hp l nht.
u tin, phng tin ch yu ng kin hng vn chuyn c bao b l p
dng h thng mm ti phng. V sau, tu thuc vo tnh cht hng ho, mm ti c
*
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).
113
sn xut theo kiu c thanh chng, thm cung ni, hp, .. khi lng kin hng t 0,1 n
2 tn, tu theo khi lng th tch hng ho.
Hng ho c ghp thnh kin mt cch cht ch trn mm ti, sau dng xe
nng hng hoc cn cu kp mm ti xp vo khoang tu hoc cc toa xe chuyn ch.
Cc mm ti thc hin chc nng ch yu l chuyn tr hng ho. Sau khi d hng, cc
mm ti li c chuyn tr v ni cung ng theo hnh trnh ngc.
ng kin hng vn chuyn to nn s thay i ng k trong ng gi hng ho
v i hi phi thng nht ho kch thc bao b. hn ch lao ng th cng trong giai
on hnh thnh kin hng, ngi ta nghin cu v s dng my to hnh kin hng.
H thng ng kin x l hng vn chuyn l gii php cng ngh gy chn ng
cho mi ngnh cng nghip, vn ti, nng nghip v thng mi. H thng ny bt u
pht trin t nhng nm 1950 v a n nhng thay i ln lao trong cng ngh vn
ti, di chuyn hng ho, v trong b tr cc kho hng.
Thng ti (Cngten = container) l cc loi thng cha hng c bit, 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.
Thng ti c nhiu loi: loi c nh, loi khng c nh, loi cng, loi mm, loi
bng g khung kim loi, loi bng kim loi, cht do,C th phn loi thng ti
chuyn dng v thng ti dng chung. Loi dng chung c s dng rng ri nht hin
nay. Kt cu thng ti c thm nhng ph kin cn thit tin cho xp d hng ha. Sc
cha 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.
5.3.2.2. 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
*
twenty-foot equivalent units
114
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.
5.3.3. Qu trnh nghip v bao b
5.3.3.1. 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 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.
5.3.3.2. 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.
115
5.3.3.3. 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
5.3.4. Dng logistics ngc
Hot ng logistics gn lin vi s vn ng ca cc dng cung ng vt cht, cc
dng ny phn ln u bt u t sn xut i ti tiu dng. Qun tr logistics trong chui
cung cp l m bo cho qu trnh vn ng ny lin tc v hiu qu, v vy dng
logistics thun chiu cng c nhn theo chiu ca dng cc sn phm t sn xut n
tiu dng.( From downstreams to upstreams)
Trong thc t, nhiu khu ca qu trnh logistics thun c th xut hin nhng sn
phm khng t yu cu cn phi hon tr li, nhng sn phm h hng, khim khuyt,
i hi phi ti ch, bao b dn nhn li, sn phm lc mt, li thi khng tiu thu c
( dead stocks), hoc dng kh hi ca mt s loi bao b vn chuyn. T dn n yu
cu phi t chc cc hot ng a cc i tng ny v cc im sa cha, ti ch,
thu hi, ti s dng.. pht sinh mt lot cc hot ng logistics ngc (reverse logistics)
h tr dng vn ng ngc ny. Xem hnh 5.5.
Logistics ngc l qu trnh thu hi cc ph phm, ph liu, ph phm, cc yu t
nh hng n mi trng pht sinh t qu trnh sn xut, phn phi v tiu dng tr v
ti ch hoc x l bng cc gii php ph hp.
V nguyn tc, t hiu qu trong qun tr dng logistics thun cc cng ty cn
kt hp thc hin cc hot ng logistics ngc ny nhm tit kim chi ph v to s
thng sut cho dng thun.
Th d: Vi cc cng ty kinh doanh nc gii kht s dng loi v chai thy tinh c
s ln ti s dng ln n 7 ln th vic thu hi v chai a vo cc vng chu chuyn
k tip nh hng rt ln n khng ch chi ph bao b v sn phm m cn tc ng trc
tip n qu trnh thc hin cc n hng cung cp. iu ny i hi nh sn xut cn t
chc rt hp l qu trnh thu hi bao b tham gia kp thi, bo m phi hp nhp
nhng vi cc chu trnh sn xut.
Tuy nhin cc loi sn phm t h hng, c nng lc cnh tranh cao, t li thi,
khng s dng bao b ti s dng.. li khng i hi qu nhiu v hot ng ny. Cc
116
doanh nghip loi ny c th ph thc cho mt s cng ty chuyn lm cng tc logistics
ngc thc hin tp trung cho hot ng chnh yu ca mnh.
Ghi ch: Dng logistics thun
Dng logistics ngc
Hnh 5.4: M t cc v tr xut hin dng logistics ngc
5.4. H thng thng tin Logistics
5.4.1. Khi nim, m hnh h thng thng tin logistics
Nghin cu cc hot ng logistics trong nhng chng trc cho thy vai tr ca
thng tin v qun tr thng tin logistics vi mc tiu rt ngn thi gian, nng cao cht
lng cho chui cc hot ng logistics. Thng tin trong qun tr logistics l cht kt
dnh cc hot ng logistics trong cc n lc hp nht ca nh qun tr. Thng tin
logistics cung cp c s cho cc quyt nh lp k hoch, thc thi v kim tra logistics
hiu qu. Nu khng qun l tt thng tin, cc nh qun tr logistics khng th bit c
khch hng mun g, cn d tr bao nhiu, khi no cn sn xut v vn chuynThng
tin gip doanh nghip thy c cc hot ng logistics mt cch r nt, nh nh
qun tr c th ci tin tt hn trong qu trnh thc hin. H thng thng tin logistics l
mt b phn ca h thng thng tin ton doanh nghip v n hng ti nhng vn c
th ca qu trnh ra cc quyt nh logistics v s lng v qui m ca mng li c s
logistics, v hot ng mua v d tr hng ho, v vic la chn phng thc vn
chuyn v n v vn ti ph hp, v.v.
H thng thng tin Logistics(LIS) c hiu l mt cu trc tng tc gia con
ngi, thit b, cc phng php v quy trnh nhm cung cp cc thng tin thch hp cho
cc nh qun tr logistics vi mc tiu lp k hoch, thc thi v kim sot logistics hiu
qu.
LIS gip nm vng thng tin v bin ng ca nhu cu, th trng v ngun cung
ng, iip cho cc nh qun tr ch ng c k hoch mua hng, giao hng, d tr, thu
117
D tr nguyn
vt liu
D tr bn
thnh phm
D tr thnh
phm ca nh sx
D tr sn phm
trong phn phi
D tr ca nh
cung cp
D tr ca nh
bn l
D tr trong
tiu dng
Ti to v ng
gi li
Ph liu ph
thi
Loi b ph
thi
dch v vn ti mt cch hp l tho mn yu cu ca khch hng vi mc chi ph thp
nht. LIS gp phn m bo vic s dng linh hot cc ngun lc logistics, xy dng
chng trnh logistics hiu qu, ch r thi gian, khng gian v phng php vn hnh
cc chu k hot ng trong logistics. Ti cc doanh nghip pht trin, m hnh cu trc
ca LIS c chuyn mn ha theo mt s hot ng ch o (hnh 5.6).
Hnh 5.5: H thng thng tin Logistics
Hnh 5.6 cho thy mi quan h trong h thng thng tin logistics bao gm cc yu
t v mi trng Logictisc, qu trnh ra quyt nh Logictisc, 4 h thng con ch yu cu
to nn h thng thng tin Logictisc l h thng hoch nh, h thng thc thi, h thng
nghin cu v thu thp tin tc, h thng bo co kt qu. Cc h thng s phi hp
cung cp cho nh qun l logistics nhng thng tin chnh xc v kp thi ln k
hoch, thc thi v iu chnh cc hot ng logistics ca doanh nghip.
H thng lp k hoch: Bao gm mt lot cc k thut lin quan n vic thit k
cc k hoch tm chin lc nh thit k mng li, lp k hoch v d on nhu cu,
phi hp cc ngun lc, k hoch ha cung ng, sp xp v ln k hoch sn xut, k
hoch phn phi, cc k hoch tm chin thut nh qun tr d tr, vn ti, v cc tc
nghip nh nghip v kho, qu trnh t hng v cc s kin xy ra hng ngy
H thng thc thi: H thng thc thi logistics bao gm cc k thut m nhim
cc chc nng trin khai logistics trong thi gian ngn hoc hng ngy v qun l nh
kho, vn ti, mua sm, d tr, qun l hiu qu cc n hng ca khch.
H thng nghin cu v thu thp thng tin: thch nghi vi cc nhn t mi
trng v m, mi trng knh v ngun lc bn trong cng ty. H thng nghin cu v
thu thp thng tin c vai tr quan st mi trng, thu thp thng tin bn ngoi, thng tin
c sn trong lnh vc logistics v trong ni b cng ty
H thng bo co kt qu: H thng bo co l thnh phn cui cng trong LIS.
Nu cc bo co v kt qu khng c truyn t hiu qu th cc t tng, nghin cu
hu ch v gii php qun l s khng th t c. Cc bo co h tr quyt nh qun
tr logistics tp trung vo 3 loai. (1) Bo co lp k hoch gm cc thng tin c tnh
118
H thng thng tin Logistics
H lp k
hoch
H nghin
cu v tnh
bo
H bo co
v kt qu H thc thi
Mi trng
logistics
- Hot ng
kinh doanh
- Qun tr
logistics
- Hot ng
logistics
Cc chc nng
qun tr
logistics
- Lp k hoch
- Thc thi
- Kim sot
lch s v thng tin trong tng lai nh thng tin v xu hng bn, khuynh hng d
bo, cc thng tin th trng, cc yu t chi ph ca d n kinh doanh. (2) Bo co hot
ng cung cp nhng thng tin sn c cho nh qun l v ngi gim st v hot ng
thc t nh vic nm gi hng tn kho, thu mua, n hng vn ti, k hoch sn xut v
kim sot, vn chuyn; (3) Bo co kim sot c th tng kt chi phi v thng tin hat
ng cc giai on thch hp, so snh ngn sch v chi ph hin ti, chng to ra nn
tng cho vic tip cn chin lc hat ng v cc sch lc.
5.4.2. Chc nng v tc dng ca LIS
LIS l si ch lin kt cc hot ng logistics vo mt qu trnh thng nht. S
phi hp ny c xy dng da trn 4 mc chc nng: tc nghip, kim tra qun tr,
phn tch quyt nh, v h thng k hoch ho chin lc.
5.4.2.1. Chc nng tc nghip
c c trng bng cc lut l chnh thc, cc th tc v nhng giao tip chun
ha mt s ln cc tc nghip v nghip v hng ngy.Vic phi hp cc qu trnh trong
cu trc v mt s lng ln cc tc nghip cho thy tm quan trng ca h thng thng
tin mc thp nht ny. H thng thng tin tc nghip khi xng v ghi li cc hot
ng v chc nng logistics ring bit nh: Nhn n hng, x l, gii quyt yu cu,
khiu ni. Nh vy qu trnh thc hin n hng phi thc hin da trn mt lot cc
thng tin tc nghip.Trin khai LIS m bo ci tin hiu sut h thng tc nghip, l c
s ca li th cnh tranh: gim chi ph tc nghip gim gi; tuy c tng chi ph u t
cho h thng thng tin, nhng hiu sut tc nghip tng nhanh, do gim chi ph tng
i hot ng tc nghip.
5.4.2.2. Chc nng kim sot
Nhm vo vic o lng hot ng nghip v v bo co, vic o lng l cn thit
c c s quan tm iu chnh ngc, cng nh tit kim cc ngun lc hu ch. N
cng cn thit nhn ra nhng hot ng ngoi l v cung cp thng tin x l cc
trng hp ny. Chc nng kim sot ca LIS gip pht hin kp thi nhng vng mc
v cht lng dch v trong mi tng quan vi cc ngun lc hin c phc v khch
hng, t c nhng gii php iu chnh ph hp.
5.4.2.3. Chc nng phn tch v ra quyt nh
Tp trung vo cc cng c phn mm nhm h tr cc nh qun tr nhn ra, nh
gi v so snh cc phng n chin lc v chin thut logistics c kh nng thay th,
cho php gia tng hiu qu hot ng. Chc nng phn tch v ra quyt nh th hin mc
x l cao v phc tp ca LIS. Vi nhng thng tin c tnh tng hp v di hn, vi
nhng d bo v th trng v cc ngun cung ng, LIS h tr nh qun tr vi cc quyt
nh quan trng nh vic qui hoch mng li c s logistics, trong vic la chn h
thng qun tr d tr hng ho, trong vic la chn cc ngun hng n nh v cht
lng, v.v.
119
5.4.2.4. Chc nng hoch nh chin lc
Tp trung vo cc thng tin h tr vic xy dng v ti lp cc chin lc logistics.
Cc quyt nh ny l s m rng cc quyt nh phn tch mc khi qut v tru
tng thm ch khng c cu trc chi tit v thc hin trong thi gian di. Chc nng
hoch nh chin lc ca LIS c kt hp vi cc h thng thng tin khc (Marketing,
k ton-ti chnh) r sot cc c hi v thch thc ca mi trng kinh doanh. T
, doanh nghip s chun b ngun lc khai thc cc tim nng th trng v vt
qua nhng kh khn, da vo nhng th mnh sn c ca mnh.
Mt h thng thng tin hiu qu, h tr c lc cho qu trnh ra cc quyt nh
logistics phi m bo c cht lng thng tin. C th, LIS phi m bo cc yu cu:
y , sn sng (Availability); chn lc (Selective); chnh xc (Accuracy); linh hot
(Flexibility); kp thi (Timeliness); d s dng (Appropriate format).
Vic truyn t thng tin phi c thc hin di ngn ng ca ngi nhn nu
khng vic tip nhn thng tin s tr nn rt kh khn. Hn na, vic truyn t thng tin
i khi cng b gin on khi ngi tip nhn b qua nhng thng tin m h thy khng
cn thit c coi l s tip nhn c la chn. Cui cng vic truyn t thng tin
ch din ra khi thng tin ph hp vi ngi nhn v gn lin vi nhng quyt nh
qun tr m ngi tip nhn cn a ra.
5.4.3. Dng thng tin logistics trong doanh nghip
H thng thng tin logistics bao gm 2 dng chnh, l s kt hp cht ch ca
cc hot ng k hoch - phi hp v cc hot ng tc nghip. Nhng hot ng chnh
ca hai dng c th hin trong hnh 5.7. Dng phi hp bao gm nhng thng tin lin
quan ti vic lp k hoch v xuyn sut qu trnh hot ng ca cng ty.
Hnh 5.6: Lin kt ca LIS hai mc hoch nh v tc nghip.
Dng tc nghip lin quan ti nhng nghip v c bn lin quan n thc hin cc
n hng nhn c nh n nh d tr, vn chuyn, cc n hng b sung v nhng n
120
Mua
hng
K hoch
mua
Vn
chuyn
K hoch
Sn xut
K hoch
Logistics
K hoch
ngun lc
Hot ng
phn phi
p ng
n hng
Qun l
n hng
K hoch
chin lc
Qun tr d tr
hng ca khch hng. n hng b sung l vic cung cp hng cho nhng trung tm phn
phi t ni sn xut; cn n hng ca khch hng lin quan ti vic cung cp hng t
cc trung tm phn phi ti a im ca khch hng. Vai tr ca b phn qun tr d tr
l m bo rng cc hot ng ca dng tc nghip c ch o trong s thng nht
ph hp vi cc hot ng ca dng phi hp. iu ny i hi s ng b ho ca c
sn phm v dng thng tin 2 chiu trong chu trnh n hng hon chnh.
5.4.3.1. Dng thng tin hoch nh-phi hp
5.4.3.1.1. K hoch chin lc:
K hoch chin lc l kim ch nam, l thng tin nh hng cho cc nh doanh
nghip xy dng k hoch & t chc thc thi cc b phn chc nng. K hoch chin
lc tp trung vo hai mc tiu marketing v ti chnh.
- Mc tiu marketing: Cc chnh sch, mc tiu marketing v chnh sch dch
v khch hng quyt nh cc hot ng ca logistics: Tiu chun m bo hng ho
(mc thiu hng, t l tho mn, tng hp l hng); Tiu chun vn hnh nghip v
(tc , n nh, linh hot, x l bt trc); Tiu chun tin cy.v.v.
- Mc tiu ti chnh: Th hin cc ch s v doanh thu, chi ph, kh nng thu
hi vn u t & li nhun. Mc tiu ti chnh c nh hng trc tip n cht lng
dch v & tng chi ph logistics.
Nh vy, c 2 mc tiu chin lc s cung cp thng tin v th trng (khch hng),
mt hng kinh doanh, dch v v trnh hot ng logistics m cc nh qun tr logistics
(kinh doanh) phi m bo trong phm vi k hoch ho.
5.4.3.1.2. K hoch ngun lc:
y l bc khi u xc nh kh nng cc ngun lc p ng logistics. K hoch
ngun lc cn c xc nh cc yu t bao gm ngun hng, kho hng, vn d tr,
phng tin vn chuyn & nhn s. K hoch ny gip qun tr cc ngun lc c hiu
qu p ng nhu cu th trng. Vi mi mt hng kinh doanh, k hoch ngun lc
phi xc nh c v tr ( u?) thi gian (khi no?) v s lng (bao nhiu?) thu
mua, d tr v vn chuyn.
5.4.3.1.3. K hoch logistics:
K hoch ny phi hp c s vt cht, thit b, lao ng, v ngun d tr cn thit
thc hin nhim v logistics. K hoch logistics b rng buc bi k hoch ngun lc,
thng tin d bo v nhu cu th trng. K hoch ny bao gm vic xc nh r mc tiu
& qu trnh tc nghip cho cc hot ng c bn (d tr, vn chuyn) & hot ng b tr
(kho, bao b, LIS).
5.4.3.1.4. Qun tr d tr:
y l giao im gia dng hoch nh - phi hp v dng nghip v, ch r thi
im v v tr to nn d tr. T iu kin thng tin, hnh thnh d tr ch r ci g, u
v khi no ca qu trnh logistics tng th.
121
5.4.3.2. Dng thng tin nghip v
5.4.3.2.1. Qun l n t hng v thc hin n hng:
Hot ng ny lin quan n vic chuyn thng tin v nhu cu gia cc thnh vin
tham gia phn phi hng ho. Hot ng ch yu ca qun tr n t hng l tip nhn
chnh xc v p ng yu cu n t hng ca khch hng. Cng c chuyn tin: in
thoi, fax, Internet,...X l n hng l cc cng vic chun b thc hin n t hng
ca khch. Thi gian p ng n hng chu nh hng nhiu ca nng lc x l thng
tin ca LIS. Trn c s nhng thng tin v tnh nhu cu v d bo bn, quyt nh v
trnh dch v khch hng, doanh nghip a ra nhng quyt nh v d tr, bao gm
quyt nh v h thng d tr, m hnh kim tra d tr, l hng nhp, v d tr bo him.
5.4.3.2.2. Hot ng phn phi:
Qu trnh ny to iu kin tin hnh cung cp hng ho v dch v cho khch
hng. Qu trnh ny i hi cung cp thng tin to thun li v phi hp cc hot ng
kho cung ng hng ho tho mn n hng. Vn l phi tho mn yu cu ca
khch hng trong iu kin d tr kho phi thp.
5.4.3.2.3. Nghip v vn chuyn & giao hng:
Kh nng tch hp h thng thng tin trong cng tc vn chuyn & giao hng em
li tin ch ng k & nng cao kh nng kim sot hnh trnh l hng cho c doanh
nghip & khch hng.
5.4.3.2.4. 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.
122
i tc
Sn xut
Trung tm
phn phi
Ti chnh
Dch v
khch hng
Khch hng
Thng mi
in t
Nh cung cp dv
logistics
Nh
sn
xut
Nh cung
cp dch
v VC
Nh
cung
cp
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 p ng yu cu ca d tr v kinh doanh. Kho bao gm cc khng gian thch hp
cho vic cha ng, bo qun hng ha v to lp cc l hng cung ng. Do cc yu cu
ny ti cc v tr khc nhau trong knh cung ng l khc nhau nn c rt nhiu loi hnh
kho c b tr v s dng thich hp. Mi loi hnh kho c nhng li ch v tc nghip
c th, nhng v c bn qu trnh nghip v nh kho u gm 3 khu l Nhp hng Tc
nghip kho Pht hng. Trong phn ny, cc quyt nh c bn nht ca mt doanh
nghip v hot ng kho hng cng c m t theo mt trnh t logic v thng nht.
Hot ng bao b l mt phn khng th thiu trong cc knh phn phi hon
chnh, c bit l knh phn phi hng tiu dng. Vi vai tr h tr c lc cho qu trnh
vn ng ca hng ha, bao b c xem nh l mt thit b cha ng, chuyn ch v
bo qun hu ch. Trong cc knh phn phi hin i, pht huy ti a li ch ca bao
b v t c mc tiu chi ph, tiu chun ha v thng nht ha l gii php tt yu dn
ti s ra i ca hai loi thit b bao b vn chuyn c bit l mm ti v hm ti. Cuc
cch mng v contenner v pallet gp phn khng nh vo s pht trin ca ngnh
logistics th gii. ti u ha cc chi ph v s dng hiu qu cc loi bao b, vic thc
hin cc tc nghip bao b theo mt quy trnh cn c ch phi hp vi s vn ng
ca hng ha. Khi qun l cc lung vn ng ca hng ha, bao b trong knh phn phi
t cc ngun cung cp n cc v tr tiu dng nh mt dng lu chuyn thun, cc nh
logistics nhn thy xut hin mt s v tr trong knh dng vn ng ngc chiu ca
cc sn phm sai hng, khuyt tt, tha, mt s loi bao b chu chuyn nhiu ln hoc
bao b ti chNu khng qun l tt cc dng vn ng ny c th gy ch tc v lm
gim hiu qu vn ng cu dng logistics thun trong knh.
N lc qun tr thng tin logistics c trnh by cui cng nh l s kt ni mi
hot ng qun tr logistics trong mt t chc. Phn ny tp trung gii thiu v khi
nim, m hnh cu trc v chc nng ca h thng thng tin logistics. Khi qu ha s
dng thng tin ca LIS trong mt doanh nghip v trnh by mt s ng dng cng ngh
thng tin my tnh vo qun l cc hot ng logistics.
123
CHNG 6 . T CHC V KIM SOT LOGISTIC
6.1. T chc logistics
6.1.1 S cn thit phi thit lp t chc logistics
T chc Logistics l ni dung c bn u tin thc thi Logistics.
T chc Logistics c th hiu l s hnh thc cc mi quan h chc nng, mt
tp hp v hnh cc mi quan h c cc thnh vin ca doanh nghip ngm hiu.
Logistics l hot ng m mi doanh nghip u phi thc hin m bo cho s
dch chuyn ca hng ha v dch v. iu ny c ngha mi doanh nghip lun cn mt
cu trc chc nng nht inh d c tnh hnh thc hay khng, thc hin hot ng ny.
Tuy nhin c th thy rng khi c cu t chc logistics ra i s mang li mt s li ch
thit thc.
6.1.1.1.Gii quyt mu thun.
Hnh thc t chc truyn thng ca nhiu doanh nghip l to nhm cc hot ng
theo chc nng ch yu: Ti chnh, Sn xut v Marketing (hnh 6.1).
Theo quan im Logistics, s sp xp ny l do phn tn cc hot ng Logistics
vo trong 3 chc nng vi mc ch ch yu c phn no khc vi Logistics. iu ny c
ngha, trch nhim vn chuyn c th b coi nh, d tr b phn tn 3 chc nng, v qu
trnh cung ng (thc hin n t hng) hng ho cho khch hng xp sau marketing
hoc ti chnh. Tuy nhin, trch nhim ch yu ca marketing c th l ti a ho doanh
thu, ca nghip v c th l gim n mc thp nht chi ph bnh qun, cn ca ti chnh
c th l ti a ho chi ph vn sao cho ti a ho mc thu hi u t ca doanh nghip.
Tuy nhin, nhng mu thunv mc ch c th lm cho h thng Logistics hot ng
di mc ti u, v do hiu qu kinh doanh ca doanh nghip b gim st. V d,
marketing c th yu cu cung ng nhanh h tr cho bn, trong khi cc hot ng
nghip v li mong mun chi ph vn chuyn thp nht. Tr phi c s phi hp cht ch
gia cc tuyn chc nng, cn trong a s mi trng hp, khng m bo c s cn
i chi ph- dch v Logistics. Nh vy cn thit phi c cu trc t chc phi hp cc
hot ng Logistics phn tn.
6.1.1.2.Tng cng hiu qu cng tc qun tr.
Thit lp cu trc t chc cho cc hot ng Logistics cng c ngha xc nh tuyn
quyn lc v trch nhim cn thit tin chc rng, hng ho c di chuynph hp vi
124
k hoch v vic k hoch ho li c th c tin hnh khi cn thit. Nu nh cn i
gia dch v khch hng v chi ph l cp thit cho cc hot ng ca doanh nghip th
mt s ngi s c giao nhim v theo di s chuyn dch ca hng ho, tc l
qun tr Logistics. . . Yu cu chuyn mn ho qun tr Logistics i hi phi c cu trc
t chc Logistics thch ng.
Trch
nhim
* Bn hng * Chi ph m bo d tr * My mc, thit b
* Qung co * X l thng tin * Lp k hoch sn xut
* Dch v KH * Li nhun t u t * Cht lng hng ha
* Tp hp n hng * Mua hng
* Knh phn phi * Vn chuyn
ng
c
* D tr ln * D tr nh * D tr ln
* Sn xut hng lot
nh, thng xuyn
* Sn xut hng lot ln,
khng thng xuyn
* X l
h nhanh chng
* X l
h vi chi ph thp
* Qu trnh giao hng
nhanh chng
* Gi hng ho theo n
hng vi CF thp nht
* Trnh
dch v cao
* Trnh dch v
cn i chi ph
* Trnh
dch v thp
* S lng mua nh * S lng mua ln
Hnh 6.1: T chc vi yu cu khc nhau i vi cc hot ng Logistics.
6.1.1.3. Tm quan trng ca t chc i vi qun tr Logistics
Cc ngnh kinh doanh khc nhau th tm quan trng ca t chc i vi Logistics
cng khc nhau:
Ngnh khai thc: y l ngnh sn xut vt liu th v do , mua v vn
chuyn l cc hot ng Logistics ch yu. Cc doanh nghip thuc ngnh ny thng c
b phn (phng)qun tr vt liu.
Ngnh dch v: Gm cc lnh vc nh bnh vin, cng ty bo him, cng ty
vn ti. Cc ngnh ny bin i vic cung cp hu hnh thnh qu trnh cung cp dch v
125
Gim c
Ti chnh
Marketing Sn xut
- tiu th mt s sn phm hu hnh sn xut ra dch v. Mua v qun tr d tr l
nhng hot ng Logistics ch yu, t quan tm n vn chuyn do nhiu hot ng cung
ng c chp nhn theo mc gi cung ng. T chc Logistics ch yu tp trung cho
qun tr vt t, nguyn liu v hng ha phc v cho qu trnh cung cp dch v.
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
126
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, nhng mt s doanh nghip s dng chng li c hiu qu.
Mt cch tip cn khng chnh tc khc na t chc Logistics l s dng u ban
kt hp. U ban ny tp hp cc thnh vin t mi lnh vc Logistics quan trng. Bng
127
cch cung cp cc phng tin truyn tin, vic kt hp c th em li kt qu. i vp
nhng cng ty c truyn thng u ban kt hp, hnh thc u ban c th rt tho ng.
Du rng cc u ban xem ra l gii php n gin, khng phc tp cho vn kt hp,
nhng chng c thiu st l thng t sc mnh thc thi nhng ngh ca mnh.
Mt cch thc y s kt hp kh hiu qu l vic trng phng xem xt li cc
quyt nh v nghip v Logistics. Qun tr thng nh c v tr thit yu trong cu trc
t chc d dng nhn ra vic a ra quyt nh km ti u trong t chc. Do cc nh
qun tr cp di trong cc lnh vc hot ng Logistics chu trch nhim trc cc nh
qun tr thng nh, nn vic ng vin v h tr ca qun tr thng nh trong phi
hp v hip tc gia cc hot mg chc nng ny l gii php lu di theo hng t
c cc mc ch t chc m khng cn c cu trc t chc chnh thc.
6.1.3.2.Hnh thc t chc na chnh tc
Hnh thc t chc na chnh tc nhn ra rng, k hoch ho v nghip v Logistics
lun lun an cho qua cc chc nng khc nhau bn trong cu trc t chc ca doanh
nghip. Cc nh qun tr Logistics c phn cng phi hp cc d n bao gm
Logistics v mt s lnh vc. Kiu cu trc ny thng c gi l t chc ma trn, v
c bit ph bin trong lnh vc hng khng. Quan im p ng qun tr h thng
Logistics c trnh by hnh 6.2.
Hnh 6.2: T chc ma trn ca Logistics
Trong t chc ma trn, nh qun tr Logistics c trch nhim i vi ton b h
thng Logistics, nhng khng c quyn lc trc tip i vi cc hot ng tng phn.
Cu trc t chc truyn thng ca doanh nghip vn gi nguyn. Nh qun tr Logistics
chia s quyn quyt nh v gii quyt cc vn vi nh qun tr khu vc hot ng.
Chi ph cho cc hot ng phi c iu chnh bi mi phng chc nng cng nh mi
128
Gim c iu hnh
Marketing Ti chnh Sn xut
V.chuyn &
lu kho ra
Dch v
khch hng
Tnh ton &
x l h
D bo
bn hng
Qun tr
d tr
Mua & q.l
nguyn v.liu
V.chuyn &
lu kho vo
m bo
cht lng
Logistics
Thm quyn
theo d n
T
h
m
q
u
y
n
t
h
e
o
c
h
c
n
n
g
Qun tr HT
thng tin
chng trnh Logistics, ay l c s hip tc v phi hp. Tuy t chc ma trn c th
l hnh thc t chc hu ch, nhng chng ta cng nhn ra rng, tuyn quyn lc v trch
nhim tr nn khng r rng. Nhng mu thun c th xut hin khng d gii quyt.
Tuy nhin, i vi mt s DN, cch la chn ny l s dung ho gia hnh thc hon
ton khng chnh tc v hnh thc cu trc bc cao.
6.1.3.3.Hnh thc t chc chnh tc
y l hnh thc t chc to nn cc tuyn quyn lc v trch nhim r rng i vi
Logistics. V c bn loi hnh ny bao gm
(1) b tr nh qun tr vo v tr cp cao i vi cc hot ng Logistics;
(2) xc nh quyn lc ca nh qun tr mc cu trc ca t chc cho php iu
ho hiu qu vi cc lnh vc chc nng quan trng khc (ti chnh, nghip v, v
marketing). iu ny tng cng v t chc nhn s Logistics vo trong hnh thc thc
y s phi hp hot ng.
Cc doanh nghip la chn hnh thc t chc ny trong trng hp cc loi hnh
khc khng hiu qu hoc khi cn phi tp trung mi n lc cho cc hot ng Logistics.
Cu trc t chc loi hnh ny c trnh by hnh 6.3.
Hnh 6.3: Cu trc t chc Logistics chnh tc
Thit k cu trc loi hnh t chc ny em li mt s kt qu quan trng.
Th nht, v tr ca Logistics c nng cao ngang tm vi cc lnh vc chc nng
khc, v quyn lc ca nh qun tr Logistics cng ngang bng vi cc nh qun tr chc
nng quan trng khc. Khi chc nng Logistics ngang bng vi cc chc nng khc, th
s to nn sc mnh kinh doanh ca doanh nghip;
Th hai, to ra mt s lng hn ch lnh vc qun tr di quyn trng phng
Logistics, c ngha to kh nng chuyn mn ho v tp trung ho qun tr Logistics.
Hnh 6.3 th hin vic ta nn 5 lnh vc vi nh qun tr phn tn cho tng lnh vc v
c qun tr nh mt thc th phn bit. Nh vy, cu trc t chc chnh tc l s cn
129
Gim c iu hnh
Marketing Sn xut Ti chnh Logistics
Qun tr
mua hng
X l h
& dv KH
Bao gi &
vn chuyn
Kho & q.l
nguyn v.liu
Q. tr d tr
& lp k hoch
i gia ti thiu ho s lng cc nhm hot ng nhm khuyn khch s phi hp
trong khi vn chuyn mn ho chng t c hiu qu trong qun tr cc yu t k
thut Logistics.
Hin nay, loi hnh cu trc t chc chnh tc c s dng ph bin trong cc
ngnh. y l cu trc thng nht c Logistics u vo- to ngun lc d tr hng ho -
v Logistics u ra- cung ng hng ho cho khch hng nhm mc ch ring ca h
thng Logistics.
6.1.4. Cc chin lc nh hng n nh hng t chc logistics
Nghin cu nhiu doanh nghip, vic la chn loi hnh cu trc t chc cn c vo
chin lc m doanh nghip theo ui. Thit k t chc nhm theo ui 3 chin lc
cng ty: chin lc qu trnh (process strategy), chin lc th trng (market strategy),
v chin lc thng tin (information strategy).
6.1.4.1.Chin lc qu trnh.
y l chin lc trong , mc tiu nhm t c hiu qu ti a trong vn ng
hng ho t ngun hng (mua) cho n khi cung ng hng ho cho khch hng. Thit k
t chc nhm vo cc hot ng c chi ph ln, iu ny c ngha, cc hot ng nh:
mua, d tr, vn chuyn, v thc hin n t hng s c kt hp li vi nhau v qun
tr tp trung. Chin lc ny thng p dng i vi nhng cng ty sn xut hoc bn
bun c qui m v phm vi hot ng ln.
6.1.4.2.Chin lc th trng.
Cc doanh nghip theo ui chin lc th trng nh hng mnh cho dch v
khch hng. C bn v Logistics u c kt hp. Cu trc t chc khng ph hp
thng nht cc hot ng Logistics nh trong chin lc qu trnh. Thay vo , nhng
hot ng no trc tip lin quan n dch v khch hng i vi c bn hng v
Logistics u c tp hp vi nhau v thng bo co cho cng mt ngi ph trch.
Cu trc ny thch hp i vi cc n v kinh doanh c trnh dch v khch hng cao.
Tuy nhin, s khng t c chi ph Logistics mc thp nht.
6.1.4.3.Chin lc thng tin.
Theo ui chin lc thng tin l nhng doanh nghip c mng li phn phi quan
trng vi mc d tr ln. S phi hp cc hot ng Logistics thng qua mng li phn
tn ny l mc tiu ch yu, v thng tin l cu thnh ct li qun tr tt. Vi mc ch
m bo thng tin, cu trc t chc c xu hng gn lin cc chc nng, cc b phn, v
cc n v kinh doanh. Khi cc hot ng Logistics ni lin cc ranh gii qui nh ca
cc thnh vin knh, chng hn nh khi hng ho c a vo bn cc ca hng hoc
hng ho gi tr li c bo qun bi cc doanh nghip mua, th thng tin phi c ni
lin vi cc ranh gii t chc ny. Do vy, cu trc t chc phi bc cu qua cc ranh
gii qui nh truyn thng ca bn thn doanh nghip.
Chng ta nhn thy rng, khng c doanh nghip no th hin kiu thit k t chc
duy nht. Do cc chin lc hn hp thng tn ti trong cng mt doanh nghip, nn
130
i vi cc doanh nghip tng t nhau, cu trc t chc cng rt phong ph. Bi vy,
cc doanh nghip tng t nhau c th nhng giai on pht trin t chc khc nhau.
6.2. Kim sot hot ng logistics
Kim sot l qu trnh so snh kt qu hin hu vi k hoch v thit lp hnh ng
iu chnh cho chng ph hp cht ch hn.
Yu cu kim sot tp trung vo nhng iu khng chc chn lm bin i nhng
d tnh k hoch. S xy ra nhng sai khc so vi cc tiu chun thit k bi c nhiu
iu kin khng th no d on mt cch n nh. Ngoi ra, cn c th c nhng thay
i c bn din ra trong mi trng Logistics lm bin i k hoch. Chng hn, nhng
thay i v iu kin kinh t, cng ngh v nhng bin i thi khch hng khng th
thy trc c lc hoch nh, nhng c th lm nh hng n k hoch.
Qu trnh kim sot bao gm cc hot ng kim tra nhng iu kin thay i v
tin hnh iu chnh. Qu trnh hoch nh v thc thi hon ho th khng cn phi kim
sot. Do iu ny rt him gp, nn cc nh qun tr Logistics phi trin khai b my
kim sot m bo thc hin cc mc tiu mong mun.
6.2.1. M hnh kim sot Logistics
Qu trnh kim sot Logistics din ra gn nh hng ngy. Trong h thng Logistics,
cc nh qun tr kim sot cc hot ng Logistics k hoch (vn chuyn, kho, d
tr, . . . ) theo hng dch v k hoch v chi ph hot ng. B my kim sot gm hch
ton v bo co kt qu v h thng, cc mc tiu hot ng, mt s thng s thit lp
hnh ng iu chnh. H thng kim sot c th hin hnh 6.4
6.2.1.1. u vo, qu trnh, v u ra.
Tp trung ca h thng kim sot l cc qu trnh c iu tit. Qu trnh ny c
th l hat ng n l nh thc hin n t hng v ti cung ng d tr, hoc c th l
s kt hp ca ton b cc hot ng trong chc nng Logistics. C nhng u vo qu
trnh dng k hoch. Cc k hoch ch ra cch thc thit k qu trnh.
nh hng ca mi trng l loi u vo th hai ca qu trnh. Mi trng bao
gm mi nhn t c th nh hng n cc qu trnh v khng c d tnh trong k
hoch. iu ny gii thch s khng n nh lm bin i u ra qu trnh so vi k
hoch.
131
Mc tiu hoc
tiu chun
Bo co
thc hin
Gim st &
nh gi
Hnh ng
iu chnh
U RA
U VO
Qu trnh logistics
Thay i bn trong
& bn ngoi
Chi ph hot ng
v dch v khch
hng
Cung ng sn xut,
phn phi hng ha
v trnh dch v
khch hng
Hnh 6.4: H thng kim sot logistics
u ra ca qu trnh l ci m chng ta thng gi l kt qu. Kt qu l tnh trng
ca qu trnh bt k mt thi im no. Kt qu c th c o lng theo chi ph trc
tip nh cc ph vn chuyn. . . , chi ph gin tip nh hao ht v tn tht do tai ho,
hoc kt qu cung ng.
Cc qu trnh vi cc k hoch u vo v kt qu thc hin l i tng ca qu
trnh kim sot. Cc nhn t ny l kt qu ca qu trnh k hoch ho v thc thi.
6.2.1.2. Cc tiu chun v mc ch.
Chc nng kim sot yu cu cn phi c cc tiu chun so snh vi kt qu hot
ng. Cc nh qun tr c gng lm cho kt qu hot ng ph hp vi tiu chun. C rt
nhiu loi tiu chun khc nhau nh: ngn sch chi tiu, trnh dch v khch hng,
ng gp li nhun. . .
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
132
Tiu chun dch
v v chi ph
Bo co
c.lng dv
& CF d tr
Nh qun tr logistics
H.ng iu chnh:
Thay i lch cung ng
U RA
U VO Qu trnh:
Nghip v kho
Nhu cu
Ti cung ng
Tnh trng v
chi ph d tr
Hnh 6.5: V d v h thng kim sot m trong qun tr d tr
thi im nht nh v thit lp hnh ng iu chnh. Tnh linh hot l li ch ch yu
ca h thng ny khi m mc tiu, k hoch v nh hng ca mi trng l nhng i
tng thay i thng xuyn, v khi m cc qu trnh kim sot t ng b hn ch v
tn km.
6.2.2.2.H thng ng.
Khi kim sot cc hot ng Logistics, cc qui tc quyt nh c coi nh l i
din qun tr trong h thng ng. Cc qui tc quyt nh hnh ng c coi nh nh
qun tr nu h ch quan st cc kt qu. Do nh qun tr tch xa qu trnh kim sot nn
h thng ny gi l h thng ng. V d v h thng ng trong qun tr Logistics l h
thng kim sot d tr (Hnh 6.6).
Ngc li vi h thng kim sot m, h thng kim sot ng c kh nng to ln
kim sot khi lng cc hot ng Logistics vi tc v chnh xc cao. Tuy
nhin, h thng ng c xu hng cng nhc trong vic p ng vi nhng iu kin
thay i nm ngoi cc thng s thit k. N cng ch c th kim sot mt phn ca ton
b qu trnh v do , c th thiu mt s lnh vc ca h thng m. Do vy, t ng ho
c th lm gim tnh linh hot, lnh vc kim sot b hn ch nhiu hn, v chi ph ban
u cao hn, nhng n em li cho kim sot tc v chnh xc cao hn.
133
T.chun DT:
Q* & D
Bo co
my tnh v D
k
Qui tc ra q.nh:
Khi D
k
D
b,
, t Q*
H.ng iu chnh:
t hng
U RA
U VO
Qu trnh:
Nghip v kho
Nhu cu
Ti cung ng: Q
*
D tr ti kho
D
k
Hnh 6.6: V d v h thng kim sot ng trong qun tr d tr
6.2.2.3. H thng kim sot hn hp
y l h thng kim sot ng- m kt hp c s dng nhiu nht kim sot
cc hot ng Logistics (Hnh 6.7). Nh qun tr trong h thng ny khng ch lm tng
tnh linh hot v phm vi h thng m cn hnh ng nh chic van an ton khi h thng
t ng b ri lon. H thng kim sot bin dng m bo kim sot cc hot ng phc
tp m khng yu cu nh qun tr phi ri b quyn qun tr h thng. y c l l l do
ch yu s dng h thng kim sot bin dng ph bin.
6.3. Cc ch tiu o lng kt qu hot ng Logistics
kim sot Logistics, cn phi o lng cc kt qu Logistics. 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.
6.3.1.o lng kt qu bn trong.
o lng kt qu bn trong tp trung vo cc hot ng v qu trnh so snh i vi
cc hot ng v mc ch t ra trc y.
Hnh 6.7: V d v h thng kim sot hn hp trong qun tr d tr
Ni chung, c th phn loi cc ch tiu o lng kt qu Logistics thnh: (1) chi
ph, (2) dch v khch hng, (3) nng sut, (4) qun tr ti sn, v (5) cht lng.
-Chi ph: Chi ph thc hin cc mc tiu hot ng xc nh l ch tiu phn nh
trc tip nht kt qu Logistics. Kt qu chi ph Logistics ch yu c o bng tng s
tin, t l phn trm trn doanh s, hoc chi ph trn mt n v qui m. Bng 6.1 trnh
134
T.chun d tr:
Q, D
, dch v &
chi ph
Bo co
my tnh v D
k
Qui tc ra q.nh:
Khi D
k
D
b,
, t Q*
H.ng iu chnh:
t hng
Qu trnh:
Nghip v kho
Nhu cu
u vo:
Ti cung ng, Q
*
u ra:
Tnh trng v chi
ph d tr
Nh qun tr
logistics
Bo co v CF, dv,
k hoch sx
by nhng ch tiu o lng kt qu chi ph Logistics ch yu v thng k t l phn trm
cc nh sn xut, bn bun, bn l s dng tng ch tiu ny.
Bng 6.1:Cc ch tiu o lng chi ph Logistics
S
T.T
Ch tiu o lng
Phn trm theo loi hnh kinh doanh
Ngi sn
xut
Ngi bn
bun
Ngi
bn l
1 Phn tch tng chi ph 87,6 74,8 82,1
2 Chi ph trn n v 79,7 63,8 78,6
3 T sut ph 83,3 81,2 79,5
4 Chi ph vn chuyn vo 86,0 80,0 87,5
5 Chi ph vn chuyn ra 94,4 88,3 90,6
6 Chi ph kho 89,0 85,7 89,9
7 Chi ph hnh chnh 80,0 79,1 76,7
8 X l n t hng 52,0 45,8 45,7
9 Lao ng trc tip 78,6 71,4 86,2
10 Phn tch xu hng chi ph 76,9 59,1 61,4
11 Kh nng thu li sn phm trc tip 59,2 46,8 27,8
-Dch v khch hng: Loi ch tiu o lng kt qu Logistics th hai l dch v
khch hng. Bng 6. 2 trnh by cc ch tiu dch v khch hng v thng k t l phn
trm cc nh sn xut, bn bun, bn l s dng tng ch tiu ny.
Bng 6.2: Cc ch tiu o lng kt qu dch v khch hng
S
T.T
Ch tiu o lng
Phn trm theo loi hnh kinh doanh
Ngi sn xut Ngi bn bun Ngi bn l
1 T l y 78,2 71,0 66,2
2 Thiu kho 80,6 72,9 71,6
3 Li giao hng 83,0 78,9 81,9
4 Cung ng ng thi gian 82,7 70,5 76,9
5 n hng tr li 77,1 69,2 58,7
6 Thi gian chu k t hng 69,9 34,7 56,4
7 Hng ng ca khch hng 90,3 85,6 84,1
8 Hng ng ca lc bn 87,9 85,0 84,1
-Nng sut: Nng sut l ch tiu khc o lng kt qu ca t chc. Nng sut
l mi quan h(thng l t l hoc ch s) gia u ra(hng ho hoc dch v ) c to
ra v s lng u vo(cc ngun lc) c h thng s dng to nn u ra ny. Do
vy, nng sut l khi nim rt n gin. Nu h thng c cc u ra c th o lng r
rng v cc u vo c th o lng v xc nh c ph hp vi u ra, th ch tiu o
lng nng sut l bnh thng. Tuy nhin n c th kh khn v khng s dng c
(tht bi) nu (1) u ra kh o v vic s dng u vo kh c th ph hp vi thi k
cho, (2)hn hp u vo v u ra lun lun thay i, hoc(3) khng th c hoc kh
thu thp d liu.
135
V mt l lun, c 3 loi ch tiu o lng nng sut c bn: thng k, ng thi, v
i din. Nu mi u vo v u ra ca h thng bao gm trong biu thc nng sut, th
n s l tng t s nng sut thng k nhn t. T s l thng k do n ch da vo mt
s o.
Mt khc, ch tiu ng thi c tng hp theo thi gian. Nu cc u vo v u
ra trong h thng so snh cc t l nng sut thng k ca mt thi k na vi thi k
khc th kt qu l ch s nng sut ng thi.
V d:
u ra 2007/u vo 2007
u ra 2005/u vo 2005
Loi th 3 c gi l ch tiu nng sut i din. Loi ny th hin cc nhn t ch
yu khng bao gm trong khi nim nng sut nhng c tng quan cao vi n(s tho
mn khch hng, li nhun, hiu qu, cht lng, hiu sut, . . v. . v). a s cc nh qun
tr tnh nng sut theo cch ny.
Bng 6.3 trnh by cc ch tiu o lng nng sut Logistics v thng k t l phn
trm cc nh sn xut, bn bun, bn l s dng tng ch tiu ny.
Bng 6.3:Cc ch tiu o lng nng sut Logistics
S
T.T
Ch tiu o lng
Phn trm theo loi hnh kinh doanh
Ngi sn
xut
Ngi bn
bun
Ngi bn l
1 Doanh s trn mt nhn vin 54,8 53,1 61,4
2 Doanh s trn tin lng 51,9 43,7 63,9
3 S n t hng trn i din bn 38,7 51,7 15,5
4 So snh vi tiu chun lch s 76,3 74,6 86,4
5 Cc chng trnh ch 76,2 69,2 82,1
6 Ch s nng sut 55,8 44,9 56,3
- Ch tiu o lng ti sn: Ch tiu o lng ti sn tp trung vo vic s dng
u t vn vo c s vt cht v thit b, cng nh s dng vn vo d tr t c
cc mc ch ca Logistics. C s vt cht, thit b Logistics, v d tr c th coi nh l
b phn ti sn quan trng ca doanh nghip. i vi cc nh bn bun, tng s ti sn
ny chim hn 90%. Cc ch tiu o lng qun tr ti sn tp trung vo ch ti sn quay
vng c nhanh khng, nh tc chu chuyn d tr v mc thu hi vn t u t.
Bng 6.4 trnh by nhng ch tiu o lng qun tr ti sn Logistics ch yu v
thng k t l phn trm cc nh sn xut, bn bun, bn l s dng tng ch tiu ny.
Bng 6.4:Cc ch tiu o lng qun tr Logistics
136
S
T.T
Ch tiu o lng
Phn trm theo loi hnh kinh doanh
Ngi sn xut Ngi bn bun Ngi bn l
1 Chu chuyn d tr 81,9 85,2 82,6
2 Chi ph m bo d tr 68,6 68,3 55,6
3 Mc d tr, s ngy cung ng 86,9 80,7 74,1
4 D tr tha 85,7 79,7 73,1
5 Thu hi trn ti sn thun 66,9 65,9 55,0
6 Thu hi trn u t 74,6 74,8 67,9
- Cht lng: Cc ch tiu o lng cht lng - nhng nh gi nh hng qu
trnh- c thit k xc nh hiu qu ca mt lot cc hot ng thay v mt hot
ng ring l. Tuy nhin, cht lng lun lun kh o lng do phm vi rng ln ca n.
Bng 6.5 trnh by cc ch tiu o lng cht lng Logistics ch yu v thng k
t l phn trm cc nh sn xut, bn bun, bn l s dng tng ch tiu.
Bng 6.5:Cc ch tiu o lng cht lng Logistics
S
T.T
Ch tiu o lng
Phn trm theo loi hnh kinh doanh
Ngi sn xut Ngi bn bun Ngi bn l
1 Tn s h hng 67,4 44,7 60,8
2 Tng gi tr h hng 74,6 55,6 67,1
3 S ln khiu ni 75,7 68,9 67,5
4 S ln khch hng tr li 77,1 69,0 63,9
5 Chi ph hng b tr li 68,0 57,7 54,2
Quan im o lng hin i ang c quan tm l " n t hng hon ho".
Vic cung ng n t hng hon ho l ch tiu o lng cht lng c bn nht cc
nghip v Logistics; iu ny c ngha, n t hng hon ho gn lin vi hiu qu ca
ton b kt qu Logistics thng nht ca doanh nghip thay v cc chc nng tng phn.
N o lng xem cc bc qu trnh qun tr n t hng c trin khai c tt v
khng li khng
n t hng hon ho th hin kt qu l tng. Xut pht t quan im tc
nghip, n dt hng hon ho phi p ng tt c nhng tiu chun sau: (1) cung ng
tng hp tt c cc mt hng theo yu cu; (2) cung ng theo thi gian yu cu ca khch
hng; (3) tng hp v lm chnh xc ti liu h tr n t hng; v (4) iu kin hon
ho, c ngha, lp t khng sai, to dng chnh xc, sn sng cho khch hng m khng
nguy him. Tuy nhin, c nhiu tr ngi t c mc hon ho.
6.3.2. o lng kt qu bn ngoi
Trong khi cc ch tiu bn trong l quan trng kim tra theo di t chc chi tit,
th cc ch tiu o lng kt qu bn ngoi l cn thit theo di, hiu, v pht trin
khch hng, v hiu su sc nhng i mi t nhng ngnh khc. o lng kt qu bn
ngoi bao gm: Ch tiu o lng mong i khch hng, xc nh chun mc thc tin
tt nht, o lng ton din chui cung ng, tho mn khch hng /cht lng.
137
- Ch tiu o lng mong i khch hng: Cu thnh quan trng kt qu Logistics
l o lng chnh xc nhng mong i ca khch hng. Nhng ch tiu o lng ny c
th thu thp c thng qua iu tra h tr cng ty hoc ngnh, hoc nh vo dng n
t hng h thng. Nhng cu hi iu tra theo hng kt qu ni chung ca doanh
nghip v i th cnh tranh hoc i vi n t hng xc nh. Vic iu tra c bn kt
hp cc ch tiu o lng nhng mong i ca khch hng v mt kh nng y hng
ho, thi gian thc hin n t hng, kh nng m bo thng tin, gii quyt kh khn,
v h tr sn phm. Vic iu tra c trin khai v iu hnh bi bn thn doanh nghip
hoc cc c vn, cc i l cung ng, hoc cc t chc ngnh.
- Xc nh chun mc thc tin tt nht: Chun mc cng l kha cnh quan
trng ca cc ch tiu o lng ton din kt qu. Ngy cng c nhiu doanh nghip coi
chun mc nh l k thut so snh cc nghip v ca mnh vi cc nghip v ca c
i th cnh tranh v doanh nghip dn u trong nhng ngnh c v khng c quan h.
Bng 6.6 ch ra nhng lnh vc ch cht v t l cc doanh nghip xc nh chun
mc trong tng lnh vc.
Bng 6.6:Thc tin xc nh chun mc theo lnh vc v loi hnh kinh
doanh
S
T.T
Ch tiu o lng
Phn trm theo loi hnh kinh doanh
Ngi sn xut Ngi bn bun Ngi bn l
1 Qun tr ti sn 36,6 30,3 24,3
2 Chi ph 78,1 59,7 56,4
3 Dch v khch hng 84,8 53,7 40,3
4 Nng sut 57,5 41,5 46,8
5 Cht lng 79,1 46,2 38,2
6 Chin lc 53,0 27,8 39,2
7 Cng ngh 47,2 36,4 34,8
8 Vn chuyn 56,3 44,4 60,5
9 Qu trnhkho 51,1 51,5 57,9
10 X l n t hng 51,9 39,5 28,8
11 Tng hp 59,6 43,1 43,4
Nghin cu chun mc thc tin tt nht tp trung vo cc s o, thc tin, v cc
qu trnh t chc so snh. Vic nghin cu xc nh nhng ch tiu o lng kt qu ct
li v, nu c th, theo di cc mc kt qu lch s v hin ti.
Cc doanh nghip c th s dng 3 phng php xc nh chun mc. Phng php
u to d liu Logistics c th t cc c vn, cc tp ch nh k, v nhng nghin cu
ca cc trng i hc. Phng php ny d thu thp d liu, nhng kh em li li th
cnh tranh. Phng php th hai nhm xc nh chun mc ring tng phn vi nhng
doanh nghip khng cnh tranh trong ngnh cng s hu hoc c quan h. Ti y, mi
t chc nghin cu cc ch tiu o lng, thc tin v qu trnh ca cc t chc khc
pht trin nhng hiu bit nhm ci thin kt qu. Phng php th ba bao gm thng
nht cc t chc chia s nhng d liu nh chun trn c s cn i. Nhng s thng
138
nht ny i hi nhng n lc nhiu hn, nhng lun cung cp thng tin tt hn nhng
phng php khc.
6.3.3. o lng ton din chui cung ng
Tp trung kt qu v hiu qu ca ton b chui cung ng yu cu cc ch tiu o
lng phn nh ton cnh thng nht. Ton cnh ny phi so snh c v ph hp cho
c cc chc nng ca doanh nghip v tnh trng thit k knh.
Nhm mc ch trin khai cc ch tiu o lng thng nht c th c s dng
thng qua chui cung ng, cc doanh nghip, trng i hc, v cc c vn yu cu mt
ci khung chung. Khung thng nht kt hp 4 loi thc o v theo di c kt qu v
nguyn nhn. Bng 6.7 minh ho khung ny. Cc loi hnh thc o phn nh cc kha
cnh kt qu phi c kim tra, theo di qun tr chui cung ng hiu qu. Nhng
loi hnh nh r l s tho mn/chin lc, thi gian, chi ph, v ti sn. Mi thc o
c kim tra c v kt qu v nguyn nhn. Cc ch tiu o lng kt qu tp trung cho
kt qu ca ton b qu trnh nh: qu trnh tho mn khch hng v qu trnh qun tr
thi gian. Cc ch tiu o lng nguyn nhn tp trung vo cc hot ng xc nh bn
trong qu trnh. Sau y s xem xt cc loi ch tiu o lng ch yu.
Bng 6.7:Khung o lng chui cung ng thng nht
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 thc hin n t hng
Thi gian chu k xc nh ngun/thc hin
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.
139
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.
Thc o cui cng tp trung vo vic s dng tng s ti sn. Kt qu ti sn c
xc nh theo t l doanh s trn tng ti sn. N chu nh hng ca c vic s dng v
s hu nhng ti sn hin ti.
6.3.4. c im ca h thng o lng l tng.
Mt h thng o lng kt qu l tng hp nht 3 c im em li phng hng
kp thi v chnh xc qun tr: iu ho li chi ph /dch v, bo co s hiu bit ng
thi, v bo co c cht lc.
- iu ho chi ph /dch v: Do kh tp hp cc loi d liu v kh kt hp cc
mi quan h nhn qu, nn a s cc bo co trnh by nhng chi ph Logistics ch trong
mt thi k xc nh. Cc bo co khng phn nh nhng cn i chi ph /dch v i vi
doanh thu pht sinh. iu quan trng l xc nh v kt hp nhng chi ph xc ng v
doanh thu cho cc nh qun tr a ra cc quyt nh hp l. Tr phi chi ph tng
quan hp l vi doanh thu, nh qun tr c th hiu sai kt qu ca h thng Logistics.
Li ch quan trng do k hoch tc nghip em li l ch mi trnh hot ng ph
140
hp vi cc mc chi ph d tnh. Khi cc hot ng to nn chi ph lin quan n doanh
s tng lai, phi iu ho chi ph vi doanh thu tng ng.
- Bo co hiu bit ng thi: Thch thc ln nht trong bo co Logistics l
trnh by c ng thi, ch khng phi l trng thi tnh, tc l trnh by c bc
tranh kt qu hot ng trong c thi k m rng. Ni chung, a s cc bo co nghip
v Logistics u cung cp tnh trng cc hot ng quan trng nh v tr d tr hin ti,
chi ph vn chuyn, chi ph kho, v cc ch tiu chi ph khc hoc trnh hot ng i
vi tng thi k bo co. Cc bo co ny cung cp nhng s liu thng k quan trng c
th so snh vi cc thi k hot ng trc y xc nh xem kt qu c din ra nh
k hoch khng. Thiu nhng bo co trng thi tnh kh c th a ra c bc tranh
cho c thi k qu kh v khng th nghin cu c nhng khuynh hng quan trng
trong tng lai. Cc nh qun tr Logistics i hi mt h thng bo co c th d tnh
nhng khuynh hng tri nghch trc khi h khng th kim sot ni. Mt h thng bo
co l tng c th a ra nhng d liu Logistics v thng tin chnh xc gip iu chnh
hnh ng qun tr. Do , mt h thng bo co phi c kh nng phn on nhm d
tnh xem khuynh hng nghip v ang ni tri l u v nhm vch ra nhng hnh
ng iu chnh thch hp.
- Bo co tm tt: o lng Logistics phi c cht lc. Do , mt h thng
bo co l tng s gip cho cc nh qun tr tch ra c nhng hot ng v qu trnh
cn ch . Nhng s ch ny c th xc nh cc lnh vc i hi nhng n lc gii
quyt hoc cn phi nh gi su sc hn qu trnh hoc chc nng xc nh.
6.4. Cu trc bo co
C 3 loi bo co c s dng trong h thng kim sot Logistics: bo co trng
thi, bo co khuynh hng, v bo co chuyn bit.
6.4.1.Cc bo co trng thi
Bo co trng thi cung cp thng tin chi tit v mt s kha cnh hot ng
Logistics. Ph bin nht l bo co trng thi tn kho nhm theo di d tr nhiu im
kho. Tuy nhin bo co trng thi c trin khai cho tt c mi trung tm Logistics. Mt
s lin quan n vic kim sot tng n v hoc kim sot thng v; mt s khc c
bn cht ti chnh. Mc ch ca bo co trng thi l nhm cung cp cho cc nh qun
tr thng tin hp l hon thnh chc trch trong ton b h thng Logistics.
6.4.2.Cc bo co khuynh hng
Cc bo co khuynh hng do cc nh qun tr hnh chnh s dng mc kim
sot cao hn nh qun tr theo tuyn. Bo co khuynh hng c tnh chn lc ni dung
hn bo co khuynh hng. Do thng tin c tnh chn lc v rt sc tch nn nhng bo
co ny thng c ring.
141
6.4.3. Cc bo co chuyn bit
Cc bo co chuyn bit c to ra bt k mc iu hnh Logistics v do rt
nhiu l do. Thng th chng c trin khai lm chi tit cc lnh vc kt qu. C 3
loi hnh bo co chuyn bit ph bin trong qun tr.
Loi th 1 l bo co hin tng, chng cung cp chi tit v giai on xc nh ca
cc hot ng. V d, c th yu cu bo co c chi tit v cc n hng hin gi tr
li v hnh ng iu chnh tip theo. Nu doanh nghip trin khai h thng x l n
t hng theo thi gian c th, th cc bo co hin tng nht nh c th c cung cp
t sao chp th hoc phng vn trc tip.
Loi bo co chuyn bit th 2 l trang nh v (position paper). Gp vn hin ti
hoc bit trc, cn c bo co phc tho din bin hnh ng v cc kt qu c th xy
ra. Cc trang giy nh v thng do cc nh qun tr theo tuyn trin khai cp trng
s dng khi ra cc quyt nh t chc. Nhng trang giy nh v ny s yu cu cc
ngun lc b sung. Nu yu cu c chp nhn, k hoch nghip v s c bin i.
Trong trng hp kim sot hnh chnh, cc trang giy nh v v hnh ng lin quan c
th bao gm vic b tr nhiu hn cc ngun lc, nhng chng s khng i hi thay i
cc mc tiu kt qu.
Loi bo co chuyn bit cui cng c lin quan n bin i chnh sch. Cc bo
co chnh sch thng xuyn c lnh o hoc thit lp bi cc gim c iu hnh
doanh nghip. Ni dung ca chng thng nhng lnh vc hot ng vt qu ni dung
Logistics.
Ni dung ca cc bo co phn ln c nh hng khch hng i vi tng
doanh nghip, t chc, v s phc tp ca h thng thng tin qun tr. Ni dung phi
tng ng 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
142
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.
143