SENA

CENTRO DE GESTIÓN DE MERCADOS, LOGÍSTICA Y TECNOLOGÍAS DE LA

INFORMACIÓN

Tecnólogo en gestión logística

Ficha: 1382506

AP18_AA27_DCC Making a Questionnaire or Survey

Presented to:

Diana Carolina Castellanos Suárez

Presented by:

Lady Mayerly Villamil

Bogotá, octubre de 2018

1
 CONTENT TABLE

1.INTRODUCTION …………………………………………………………………….3

2.OBJECTIVE…………………………………………………………………….……..4

3.MAKING A SURVEY………………………………………………………………...5

4.CONCLUSIONS ……………………………………………………………………..10

5.BIBLIOGRAPHY……………………………………………………………………..11

2
 1.INTRODUCTION

Surveys and questionnaires establish and develop process measures into logistics operators,
their importance is to guide operator services following to improve and optimize it. It gives
us information general and specific about business relationship aiming to new approach to
better service, quality or furthermore market expansions.

3
 2.OBJECTIVE

To determine the importance for companies of the process of measuring their different areas
and the way in which an improvement in their performance can be generated.

To establish and analyze logistics process related to customer-operation relation and

overcome operation issues and entrust customer belief.

4
EFFECTIVENESS OF SIMILAC PRODUCT DELIVERIES

Determine the effectiveness of deliveries of the Similac product, so that the level of customer
satisfaction can be determined, as well as the implementation of possible improvements.

Service Level: It measures the deliveries of the Similac product, made with all the supports,
within the hours established by the clients and the pre-established contacts.

 In full: Orders delivered without partial or total returns

 Complete procedure: Deliveries made with complete and fully completed
documentary support (signatures, stamps, delivery date)
 On time: Orders delivered within the operating times of each city and within the hours
established by each medical center or recipient

Supply Chain Responsiveness: Measures the capacity to respond to urgent requests, which
require immediacy in the delivery and availability of human and technical resources.

 Response Time: It measures the time it takes to start up the delivery process related
as an emergency.
 Resource Optimization: It measures the availability of resources to meet last minute
requirements, as well as the administration of them, that generates a relationship wins
wins.

Inventories: It measures the proper handling of the product, guaranteeing sufficient internal
supply to meet the commitments, as well as the adequate rotation and the decrease of over
stock.

 Available Stock: It shows how much merchandise, with respect to the total stored, is
able to be used.
 Rotation Level: It helps to know how fast the goods move in our warehouse.
 Out Of Stock: determine the lines not available for the processing of purchase orders.

Marketing: It shows the ability to generate growth for the company through the
implementation of a marketing plan and its corresponding actions.

 Sales revenue: It measures sales revenue generated from the implementation of

marketing strategies.

5
  Customer Value: It measures the revenue generated by customers during the business
relationship.

SERVICE LEVEL
IN FULL 1 2 3 4 5
Very dissatisfied Dissatisfied Not sure Satisfied Very satisfied
Orders are delivered without
partials or total returns


COMPLETE PROCEDURE 1 2 3 4 5
Very dissatisfied Dissatisfied Not sure Satisfied Very satisfied

Deliveries are made with

complete and fully completed

documentary support

ON TIME 1 2 3 4 5
Very dissatisfied Dissatisfied Not sure Satisfied Very satisfied

Orders are delivered within

the operating times of each
city and within the hours
established by each medical
center or recipient

SUPPLY CHAIN RESPONSIVENESS

RESPONSE TIME 1 2 3 4 5
Very dissatisfied Dissatisfied Not sure Satisfied Very satisfied
Time taken is necesary to
start up the delivery process
releated as an emergency


RESOURCE OPTIMIZATION 1 2 3 4 5
Availability of resources is Very dissatisfied Dissatisfied Not sure Satisfied Very satisfied
enough to meet last minutes

requeriments

6
 INVENTORIES
AVAILABLE STOCK 1 2 3 4 5
Very dissatisfied Dissatisfied Not sure Satisfied Very satisfied
Is the merchandise, with
respect to the total stored, is
able to be used


ROTATION LEVEL 1 2 3 4 5
Very dissatisfied Dissatisfied Not sure Satisfied Very satisfied

How fast the goods move in

our warehouse 

OUT OF STOCK 1 2 3 4 5
Very dissatisfied Dissatisfied Not sure Satisfied Very satisfied

The lines not avalaible for the

processing of purchase orders

MARKETING
SALES REVENUE 1 2 3 4 5
Very dissatisfied Dissatisfied Not sure Satisfied Very satisfied
Revenue generated from the
implementation of marketing
strategies


CUSTOMER VALUE 1 2 3 4 5
Revenue generated by Very dissatisfied Dissatisfied Not sure Satisfied Very satisfied
customers during the business

relationship

7
This survey has been made to 20 customers to figure out logistics operator response and
quality referred previously through 10 service characteristics. Following their responses.

Service Level
14

12

10

0
Very dissatisfied Dissatisfied Not sure Satisfied Very Satisfied

In Full Complete Procedure On time

Service Level response: In Full, Complete procedure, On time

Supply Chain Responsiveness

14

12

10

0
Very dissatisfied Dissatisfied Not sure Satisfied Very Satisfied

Response time Resource optimization

8
Supply Chain Responsiveness: Response time, Resource optimization

Inventories
16
14
12
10
8
6
4
2
0
Very dissatisfied Dissatisfied Not sure Satisfied Very Satisfied

Available Stock Rotation Level Out of stock

Inventories: Available stock, Rotation level, Out of stock

Marketing
14

12

10

0
Very dissatisfied Dissatisfied Not sure Satisfied Very Satisfied

Sales Revenue Customer Value

Marketing: Sales Revenue, Customer Value

9
 4.CONCLUSIONS

 All organizations must measure their performance to determine improvements and

maintain what works well.
 An optimum level of service that allows the growth of the company must be
guaranteed
 The periodic evaluation will allow to correct and control the deviations that impede
the best development of the company

10
 5.BIBLIOGRAPHY

https://senaintro.blackboard.com/bbcswebdav/institution/822202_tvirtual/contenidos/guias/
26/index.html?target=blank

11