ASSESSING YOUR SUPPLY CHAIN

JOHANNA ALEXANDRA BARRERO RESTREPO

CÓDIGO 1.118.532.756

SERVICIO NACIONAL DE APRENDIZAJE SENA

FASE DE PLANEACIÓN
CIUDAD
2021
 INTRODUCTION

The following work aims to identify each of the actors in the supply chain and the importance of
communication between each one of them, as well as to be able to recognize the failures that are
had internally through self-evaluations. The result of which can be evaluated and improved with
actions that lead these processes to success.

For this we can use the tool of internal self-evaluations with closed and open questions or make
them to the external customer. These tools can be used with each link in the supply chain.
 CONTENTS

INTRODUCTION ................................................................................................................................. 2
OBJECTIVES ........................................................................................................................................ 4
ACTIVITIES ......................................................................................................................................... 5
CONCLUSIONS .................................................................................................................................... 9
 OBJECTIVES

- Recognize the links in the supply chain and their importance.

- Use tools such as self-assessment or questionnaire in order to evaluate failures.

- Know how to use qualitative or quantitative question types

 ACTIVITIES

ES1. Read the following questionnaire and answer the questions below:
 1. What kind of questions are mainly used to self-assess the given supply chain? Why do
you think it happens? Explain.

Open-ended questions. They do this in order to identify whether the responsibility and
functions of each link in the supply chain are clear and whether the company is failing.

2. Why do you think it is important to have different types of questions to assess a supply
chain?

It is important because the closed type questions give us quantitative results, with these we
can evaluate the percentage of acceptance, improvement and other aspects that we want.
On the contrary, the open type questions give us results of qualities, which help us to show
where the problem or the question that may arise according to the given question comes
from.

3. What aspects of the supply chain are being evaluated by means of the given
questionnaire? Explain.

The aspect it evaluates is the internal organization of the company and its relationship with
suppliers and the final consumer.

4. What kind of information can be analyzed to improve the current situation of the
supply chain?

The information could be the number of times a logistics operator or supplier is contracted.
This would be quantitative data.

We could also handle the type of contract they use in the international transaction, the type
of technological means they have for the development of exports and imports as the case
may be.

2. After analyzing the previous self-assessment questionnaire and checking the

complementary material “Sample supply chain management questionnaire”, create
your own questionnaire, including different types of questions to assess one of the
following aspects (select only one):

✓ Customer experience.
✓ Customer service.
✓ Transportation management.

My selection of the topic to work on is: customer service

3. Remember to include a short paragraph to explain why this questionnaire is important for
you as the Distribution Manager and for the company itself. The questions you ask must
cover different aspects of the topic being evaluated. You must create minimum ten (10)
questions and maximum, twenty (20). Do not forget to include open and closed questions. The
potential information you collect, will be useful to make your company be better.

It is important because customer satisfaction should and must be our company's primary concern.
Each link in the supply chain is a customer one of the others, therefore fulfilling the agreement in
each transaction must be the most important thing in the company.

QUESTIONNAIRE

1. Are you satisfied with the way our agent/customer service representative handled your
inquiry?

Yes
No

2. Was your issue resolved in a professional manner by our customer service department?

Yes
No

3. ¿Nuestro representante de servicio al cliente le ofreció una solución / respuesta de manera

oportuna?

Yes
No

4. How many people helped you today?

Yes
No

5. Was our representative clear in communicating with you?

Yes
No

6. Do you feel our representative was knowledgeable enough to handle your inquiry?

Yes
No
7. Do you feel our representative was fully knowledgeable about the products and company
policies?

Yes
No

8. Do you feel that our representative was courteous and professional when communicating
with you?

Yes
No

9. On a scale of 0 to 10, how likely are you to recommend our products or services to your
family, colleagues or friends?

______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________

10. Do you feel a sense of loyalty to our brand?

Yes
No
 CONCLUSIONS

- Recognizing the processes that take place within the supply chain helps us to have clear
objectives in terms of improving the service provided.

- The self-evaluation and questionnaires that are carried out help to have clear and precise
information on how the internal and external customer sees the services provided by the
company.

- Being able to quantify and qualify the results of these evaluations helps to improve each
process in order to be successful in the company.