In my SNHU class this week we discussed logistics KPI’s and customer service offered by logistics service providers. KPI’s are essential to the management of logistics providers as well as to their clients. Some customer service functions, however, are not as easy to measure. Clients of logistics providers include shippers, consignees, importers, and exporters. Whether your logistics provider is a motor carrier, freight forwarder, customs broker, or warehouse company, you will need customer service assistance from time to time. Let’s differentiate:

Request for Information– shipment status, tracking and tracing, claims status, rate requests, invoice balance. This type of customer service is best obtained on line. Take the time to become familiar with your providers’ info systems so you don’t waste time on the phone or waiting for a call back. If your provider does not offer this type of info on line they are either inefficient or very small. To avoid frustration ask yourself if you just need information or action by your provider. Information is easier to get than action.

Action Needed- This level of customer service most likely requires human intervention. Examples include customs or regulatory delays, stopping or diverting shipments, credit issues, special pricing, or real emergencies. While no one likes calling an 800 number, it is a good idea to get your request into the provider’s system as soon as possible as a first step. The difficulty is in reaching the right contact and getting the action you need. If you use a 3PL you may be able to delegate the problem for their handling and have them provide timely updates. If you do not use a 3PL, then you need to manage the issue on your own. One mistake clients make is to rely on their  account rep for all customer service. Account reps are usually on the road and in meetings so this causes delays in action. Another mistake is to depend on the super efficient Mary, Debbie, Tom, or Bill in your provider’s office. Everyone takes vacations and sick days so don’t rely on one person for your customer service needs. A better way to get good customer service is to establish protocols with the help of your providers.

Protocols- Day to day logistics consists of planning, execution, and problem solving. Good planning is essential but not foolproof. Logistics managers deal with changing schedules, equipment failures, weather delays, regulatory issues, and miscommunication on a daily basis. Most problems, however, are not new. The same situations tend to repeat themselves so they can be anticipated. I suggest developing a set of problem solving protocols for the most common issues in your supply chain. This approach will save you time since you will not be starting from scratch when a problem arises. It will also enable your colleagues to act in your absence. A basic protocol defines the problem and lists steps to be followed as well as the resources involved. Your logistics providers can help by providing resources. They should be willing and able to give you relevant operations contacts along with phone and e mail info for your identified problem areas. Your account rep may be surprised when you ask for help developing protocols but they should welcome the opportunity. This method can be a big time saver for them as well. Get commitment from your providers to respond to your requests in an agreed to amount of time. You can update the protocols as needed. Make protocols a part of your meetings with your account reps and you will get better customer service.

Finally, if your account rep says “Just call me”, don’t accept this response.

We help small and medium sized companies stay compliant with Customs and export regulations and manage logistics. Contact mitch@52.91.45.227

Outsource Logistics & Supply Chain Functions: Gain a Competitive Edge

Mitch Kostoulakos CTL,LCB

In previous posts we have discussed the World Bank Logistics Performance Index for international trade. The Index also contains a domestic component as detailed below:

Domestic LPI

I have  held the CTL certification since 1998. This credential (Certified Transportation and Logistics) is attained by passing a series of exams and completing a research project. The program is rigorous and the certification is well earned. As many AST&L members will attest, the CTL is relatively unknown even within the field of transportation and logistics. I have been asked on occasion if pursuing the CTL is worthwhile and always reply that the effort is a rewarding personal achievement but I cannot honestly say that the CTL has been a big advantage professionally.

Now that AST&L and APICS have announced a proposed merger, I have questions about the CTL long term. The announcement on AST&L’s website includes a statement in the FAQ’s that there will be no changes to designations “in the short term”. I intend to vote in favor of the merger because of the advantages APICS offers in terms of highly recognized certifications and active chapters. I am a member of AST&L’s Education Committee and recently completed the first ever CTL re-certification program. With this significant investment in the CTL, I would like to see stronger affirmation from APICS that the CTL will be maintained and promoted.

Mitch Kostoulakos CTL,LCB commented on a group discussion

American Society of Transportation and Logistics (ASTL)

I’m Thinking About Getting a CTL. Is It Worth It?

Any Thoughts,

Mitch Kostoulakos CTL,LCBThe CTL is a real differentiator for anyone working in the field of transportation and logistics. It is a true professional certification which is earned through a rigorous exam process. I would add that the CTL is not as well known as the APICS designations. I have previously written about professional designations and my article was highlighted by AST&L.

Compliance problems of small companies

Sanjay NMarketing & Communications at ComplyGlobal™

A lot of the attention is on the Compliance management problems of the larger companies but the challenge for the smaller companies with their limited staff, budgets and bandwidth is perhaps even greater. Cloud based systems probably offer some help but let me ask the compliance experts here – are the challenges real and if so what can small companies do to stay ahead of their compliance requirements?

Mitch Kostoulakos CTL,LCB

Mitch Kostoulakos CTL,LCB commented on:

Examples of Change for the Better in Airlines

Posted on LinkedIn by Colin Shaw