Supply chain management of shwapno in bangladesh

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Supply chain management of Shwapno

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Executive Summary ACI group is one of the largest conglomerates in the country with businesses in pharmaceuticals,

agriculture, consumer products etc. However, SHWAPNO is a business unit of ACI logistics.

SHWAPNO is the largest retail company in Bangladesh currently holding a share of 35% of the

retail industry. Inaugurated in 2008, SHWAPNO now has over 46 outlets and 1600 employees

spread across the country.

SHWAPNO enjoys a higher amount of market share than its competitors such as Agora and

Meena bazaar. Agora and Meena Bazar entered this industry earlier mostly because of visionary

leadership and innovative strategies employed by the company. Even though Meena Bazaar,

Agora hold several advantages over SHWAPNO. None of these companies have been able to

emulate the success of SHWAPNO‟s business model and market positioning. SHWAPNO‟s

brief history is fraught with challenges, successes, and ups and down.

The organization structure of SHWAPNO is conventional. One of the advantages SHWAPNO

has over its competitors is the procurement department which is responsible for directly sourcing

vegetables, meat, fruits and grains directly from wholesale markets. Other participants in the

market rely on vendors for fresh produce requirements, which make quality control extremely

difficult.

About SHWAPNO Products in SHWAPNO are separated into three master categories; Vegetable, Fruits, Meat and

Grains, Company Goods and Non Food divergence. The company has tens of thousands of stock

keeping units in their portfolio. To make sense of all of these SKUs, each article has its own

unique number and description.

Moreover, each master category is further subdivided into category, subcategory and type

category. These subdivisions great aid the decision making of management and help them to

make sense of thousands of disparate SKUs.

The present ordering and inventory system requires each of SHWAPNO‟s outlets to send a sales

transfer order based on present day‟s sales to the head office. The procurement department at the

head office then compiles all the demand data from the outlets and instructs the field

procurement teams to purchase the demanded products from the suppliers. Procurement teams,

after purchasing all the required products, deliver them to SHWAPNO‟s three distribution

centers located at strategic positions across Bangladesh. The management at the distribution

center in turn generates and provides a Goods Received note to the procurement department

acknowledging the transfer of goods.

From this point on, the distribution centers sort the products according to each outlet‟s demand

as presented by the sales transfer order.

After sorting the products according to outlet demand, the distribution centers deliver the

demanded products to all SHWAPNO outlets.

Lastly, each outlet generates and delivers a Goods Received note to the relevant distribution

centre acknowledging the receipt of goods.

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CHAPTER1: Introduction

1.1. Background of the Study ACI group is one of the largest conglomerates in Bangladesh with interests and stakes in varied

fields. Previously, ACI was called Imperial Chemical Industries (ICI). ACI was founded after

Bangladeshi investors in ICI managed to obtain majority stakes in ICI‟s Bangladeshi operations.

SHWAPNO, a concern of ACI group established in 2008 is an integral part of the overall ACI

group. It represents and exemplifies ACI‟s commitment to bring about a better Bangladesh and

be a catalyst to change the lives of millions of individuals for the better. SHWAPNO, with its 46

retails stores, situated in strategic positions around Bangladesh is the largest retail chain in the

country with over 35% markets share of the growing 1500 crore taka retail industry.

This study will look into the varied strategies developed and implemented by SHWAPNO to

achieve its Supply chain management relations & dominant position in the marketplace.

Some of the strategies were developed as a result of market dynamics, while others were

developed as a result of desperation. An in depth study of strategies used by retail chains have

not been done in Bangladesh previously. The increasing importance of understanding supplier

relation to sustain in market place with best quality and its growing penetration into many

aspects of people‟s lives demands a thorough study on this subject matter.

This paper is organized as follows. Chapter 2 presents SCM with a brief description from the

view of SCM philosophy. Chapter 3 provides the methodology of the paper. The strategy used

when designing a questionnaire form in terms of understanding and the attitudes of main partners

of Shwapno with special emphasis on their relationship to their suppliers and clients, was

explained. Chapter 4 presents the survey results which were analyzed by using SPSS software.

Chapter 5 includes the conclusion part of this study consists of some recommendations to further

this research in the future.

1.2. Objectives of the study: Our purposes were to learn through practical application, about supply chain management and

their implementation in Shwapno super-shop.

Hence, some other objectives are stated below:

To figure out their perception regarding Supply Chain Management.

To know about their implementation procedure of Supply Chain Management.

To figure out the advantages of Supply Chain Management.

To figure out the obstacles in implementing Supply Chain Management.

To know about Counteraction against obstacles while implementing Supply Chain

Management.

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1.3. Limitations of the study Though we put our best effort to fulfil our determined objectives, still there were some

limitations we had to go through-

Books on this issues are very few in number

Very limited time which it needs much time for preparing term paper

We were not allowed to go out for data collection during pick hours.

No momentary allocation

The area on this term paper is very big but we had to finish the work within a very short

phase.

As our sample size was small, our findings might not be fully accurate.

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CHAPTER 2: Literature Review Supply Chain Management

The whole chain from producing a raw material to selling the product to the firm i.e. retail

merchant is ascribed as a supply chain. Several companies take part in an organization for

creating a product and transmitting it to the end user. Chopra and Meindl (2007) described the

supply chain as consisting of the parties who are involved in satisfying the customer demands.

The members of supply chain are not limited to the manufacturers and suppliers. Warehouses,

retailers, transporters and customers are all players of supply chain. The sample of La Londe and

Masters (1994) defined the supply chain more clearly as one firm producing a raw material and

selling it to the second firm which then uses raw material and turns it to a component. The third

firm buys this component from the second firm and assembles the component into a product sold

to the fourth firm which might be a wholesale distributor. This firm distributes the product to the

retail merchants who finally sell this product to the end users (customers). The set of firms which

pass these materials forward can be referred to as a supply chain.

Mentzer et al. (2001) listed several activities which should be established by firms to behave

consistently with the SCM philosophy. In this research, the focused activities are; integrated

behavior, mutually sharing information, cooperation and partners‟ building and maintaining

long-term relationships. Integrated behavior and cooperation with clients and suppliers are highly

recommended to meet mutual expectations in the long-term (Mentzer et al., 2001). Partners‟

building and maintaining long-term relationships are required for increasing the effectiveness of

SCM (Mentzer et al., 2001). Lee (2004) suggested that “collaborative relationships should be

developed with suppliers and customers so that companies work together to design or redesign

processes, components and products as well as preparing backup plans.”

Thomas and Griffin (1996) explained that „Supply Chain Management (SCM) is the

management of material and information flow both in and between facilities, such as vendors,

manufacturing and assembly plants and distribution centers‟.

It is very important to take into consideration the responsiveness of the supply chain while

designing the supply chain which is basically enabled by sustained information flow (Chopra and

Meindl, 2007). In addition, information flow has a direct impact on the scheduling, inventory

control and delivery plans which are fundamental elements for the coordination of members in a

supply chain (Lee et al., 1997). The supply chain strategy of many companies depends on getting

quicker response rate at consumer flow, since it has tremendous effect to optimize the company‟s

performance. So, a supply chain management strategy should be developed to attain the ultimate

goals of the company; providing a competitive advantage. In this paper, the existence of effective

collaboration within and beyond the boundaries of a company which is essential to convert

competitive advantage into profitability was sought.

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CHAPTER 3: Research Methodology & Sample Design

This chapter examines the research methodology which generally means the selected methods of

achieving the research objectives. To be more precise, it primarily focuses on the method(s) of

data collection along with the justification of using the method(s). It also includes basic

parameters to be chosen related to the selected method(s). In addition to that, the instruments for

gathering data also fall within the definition of methodology of a research

3.1 Methods Assessing and identifying the Supply Chain Management of Shwapno is a matter of

qualitative judgment.For the purpose of this study, two methods are used namely

i. Content Analysis

ii. Questionnaire Survey

Content Analysis: This includes collecting related information and data from allrelevant books,

documents, published and unpublished research works available, online articles, notes etc

Questionnaire Survey: This survey is intended to gather primary data about the Supply Chain

Management of Shwapno with a semi-structured questionnaire.

3.2 Sources of Data The data for this study have been collected both from primary and secondary sources. Secondary

data are drawn from the existing literatures like books, newspaper reports, previous research

works, seminar papers, reports, online etc. Primary data have been collected through

questionnaire survey. The respondents included the production Manager, Assistant manager, and

head of sales department and sales operator who are directly related with Supply chain

operations of shwapno.

3.3 Data Collection Techniques To collect data, in-depth interviews are conducted through close ended semi structured

questionnaire.

3.4 Sampling Branch managers and operation officers are directly related with supply chain operations. They

well know about their supply chain and how they manage their suppliers. So we took them as our

sample.

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3.4 Sample Size Our tram paper is about Supply chain management of Shwapno super shop. We have to take our

respondents from employees who are directly related with Supply chain including Branch

manager of Chittagong (Nurul Islam Rupok), Head of sales dept. (Natasha Rahman), Branch

manager of comilla (Susanta Babu Sutradhar), Assistant manager of Comilla branch (Md.

Shafiqur Rahman) and Sales Operator (Md. Abdul Hannan). We took five supply chain

experts from different branches of shwapno in Bangladesh. They help us through giving raw

information about their supply chain management system. They also told us how they face

problems to manage their suppliers to meet customer satisfaction.

3.6 Data Analysis Software The collected data have been analysed through SPSS software to arrange raw data and converted

it to information.

3.7 Data Analysis Tools/ Techniques There are some tools which are used in analysis. These are various figures, tables, charts

(Histogram, Pie chart, Bar chart). These instruments are used in the analysis with the information

we got.

We follow the qualitative survey system. Though our sample size is very few, our data is more

relievable.

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CHAPTER4: Data analysis and Findings

SECTION C: SUPPLY CHAIN MANAGEMENT PRACTICES

Supply Support practice (SSP) Supply support practices are management methods, practices and procedures employed in

determining requirements of goods and services and their acquisition, receipt, storage, issuance,

and final disposal. Supply support is an important element of integrated logistics support.

SSP1. Few dependable suppliers

Rely on few dependable suppliers

Frequency Percent Valid Percent Cumulative

Percent

Valid Extremely disagree 2 40.0 40.0 40.0

Most likely disagree 2 40.0 40.0 80.0

Neutral 1 20.0 20.0 100.0

Total 5 100.0 100.0

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SSP2. Consider quality as number one criterion in selecting suppliers

Consider quality as number one supplier selection criterion


Percent

Valid Most likely disagree 1 20.0 20.0 20.0

Neutral 1 20.0 20.0 40.0

Most likely agree 2 40.0 40.0 80.0

Extremely agree 1 20.0 20.0 100.0

Total 5 100.0 100.0

SSP3. Establish long term relationship with its suppliers

Establish long term relationship with its suppliers


Percent


Neutral 1 20.0 20.0 60.0


Total 5 100.0 100.0

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SSP4. Helps its suppliers to improve their product quality

Help suppliers to improve product quality


Percent


Neutral 1 20.0 20.0 40.0


Total 5 100.0 100.0

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Analyse (SSP1 to SSP4):

By analysing question SSP1, we found that shwapno depends on more dependable suppliers as

maximum participants disagree (40%) with the statement “their organization rely on few

dependable suppliers.

From SSP2, we found they consider quality as number one criterion in selecting suppliers. As

maximum participants agree (40%) with the statement “Consider quality as number one criterion

in selecting suppliers”.

From SSP3, we found their answer is neutral with the statement “Establish long term relationship

with its suppliers”. As 40% most likely agree and same percent most likely disagree with the

statement.

From SSP4, we found they help their suppliers to improve their product quality. As maximum

participants most likely agree (60%) with the statement “Helps its suppliers to improve their

product quality”

Customer Relationship Management (CRM) Customer relationship management (CRM) is a term that refers to practices, strategies and

technologies that companies use to manage and analyse customer interactions and data

throughout the customer lifecycle, with the goal of improving business relationships with

customers, assisting in customer retention and driving sales growth.

CRM1. Interacts with customers to set its reliability, responsiveness, and other standards

Interacts with customers to sets its reliability, responsiveness


Percent



Neutral 1 20.0 20.0 100.0

Total 5 100.0 100.0

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CRM2. Frequently measures and evaluates customer satisfaction

Frequently measures and evaluates customer satisfaction


Percent



Total 5 100.0 100.0

CRM3. Frequently evaluates the formal and informal complaints of its customers

Frequently evaluates formal and informal complaints of customers


Percent


Neutral 1 20.0 20.0 60.0


Total 5 100.0 100.0

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Analyse (CRM1 to CRM3):

From CRM1, we found shwapno doesn‟t interact directly with customers to set its reliability,

responsiveness and others standards.

From CRM2, we found they frequently measures and evaluate customer satisfaction. As

maximum participants most likely agree (60%) with the statement “Frequently measures and

evaluates customer satisfaction”.

From CRM3, we found their answer is neutral with the statement “Frequently evaluates the

formal and informal complaints of its customers”. As 40% most likely agree and same percent

most likely disagree with the statement

Information System (IS) A combination of hardware, software, infrastructure and trained personnel organized to facilitate

planning, control, coordination, and decision making in an organization.

IS1. Shares its business units’ proprietary information with its trading partners

Share business units proprietary information with its trading partners


Percent


Neutral 1 20.0 20.0 80.0


Total 5 100.0 100.0

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IS2. Exchanged information that helps establishment of business planning

Exchanged information helps to establish business plan


Percent

Valid Most likely agree 2 40.0 40.0 40.0


Total 5 100.0 100.0

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IS3. Information exchange between your organization and its trading partners is adequate

Adequate exchange of information with trading partners


Percent




Total 5 100.0 100.0

Analyse (IS1 to IS3):

From IS1, we found shwapno doesn‟t share its business units‟ proprietary information with its

trading partners.

From IS2, we found that their exchanged information helps establishment of business planning.

From IS3, we found their answer is neutral with the statement “Information exchange between

your organization and its trading partners is adequate”. As 40% most likely agree and same

percent most likely disagree with the statement

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Quality Service (QS) Quality service is an assessment of how well a delivered service conforms to the client's

expectations. Service business operators often assess the service quality provided to their

customers in order to improve their service, to quickly identify problems, and to better assess

client satisfaction.

QS1. Continuous quality improvement program

Maintain continuous quality improvement program


Percent



Total 5 100.0 100.0

QS2. Produces only what has been ordered by customers (pull production system)

Produce only what has been ordered by customers


Percent



Total 5 100.0 100.0

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QS3. Organization’s goods are stored at appropriate distribution points close to customers in

the supply chain

Goods are stored at appropriate distribution points


Percent

Valid Neutral 1 20.0 20.0 20.0



Total 5 100.0 100.0

Analyse (QS1 to QS3):

From QS1, we found Shwapno continuously improve their quality. As maximum participants

most likely agree (80%) with the statement “Continuous quality improvement program”.

From QS2, we found they doesn‟t produces only what has been ordered by customers (pull

production system)

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From QS3, we found their organization‟s goods are stored at appropriate distribution points close

to customers in the supply chain. As maximum participants extremely agree (40%) with the

statement “organization‟s goods are stored at appropriate distribution points close to customers

in the supply chain”

Risk and Reward (RR) Risk and reward are related factors in the business world. Any company that chooses to enter the

marketplace faces risks, whether financial or operational. Reward is the benefit achieved when

companies mitigate their risk and earn income from their operations.

RR1. Supply chain members help each other finance capital equipment

Supply chain members help each other finance capital equipment


Percent



Total 5 100.0 100.0

RR2. Supply chain members share risks and rewards

Supply chain members share risk and reward


Percent



Total 5 100.0 100.0

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Analyse (RR1 to RR2):

From RR1, we found shwapno‟s Supply chain members don‟t help each other finance capital

equipment.

From RR2, we found that they doesn‟t share risk and reward with their supply chain members.

SECTION D: SUPPLY CHAIN INTEGRATION

Supply Chain Integration (SCI)

Supply chain refers the complex network of relationships that organizations maintain with

trading partners to procure manufacture and deliver products or services

SCI1. Supply chain establish more frequent contact with each other

More frequent contact with supply chain members


Percent


Neutral 1 20.0 20.0 40.0



Total 5 100.0 100.0

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SCI2. Participates in the marketing efforts of its customers

Participate in the marketing efforts of its customers


Percent



Total 5 100.0 100.0

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SCI3. Participates in the sourcing decisions of its suppliers

Participate in the sourcing decisions of its suppliers


Percent




Total 5 100.0 100.0

Analyse (SCI1 to SCI3):

From SCI1, we found shwapno establishes more frequent contact with each other in supply

chain. As maximum participants most likely agree (40%) with the statement “. Supply chain

establishes more frequent contact with each other”.

From SC2, we found they Participates in the marketing efforts of its customers.

From SCI3, we found their answer is neutral with the statement “Participates in the sourcing

decisions of its suppliers”. As 40% most likely agree and same percent most likely disagree with

the statement

SECTION D: SUPPLY CHAIN PERFORMANCE

Flexibility Performance (FP)

Flexibility is defined as the range of motion of your joints or the ability of your joints to move

freely. It also refers to the mobility of your muscles, which allows for more movement around

the joints.

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FP1. Ability to respond to and accommodate demand variations, such as seasonality

Ability to respond to demand variations


Percent


Most likely better 4 80.0 80.0 100.0

Total 5 100.0 100.0

FP2. Ability to respond to and accommodate the periods of poor manufacturing performance

such as machine breakdown

Ability to respond to poor manufacturing performance


Percent

Valid Most likely worse 1 20.0 20.0 20.0

Neutral 4 80.0 80.0 100.0

Total 5 100.0 100.0

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FP3. Ability to respond to and accommodate the periods of poor delivery performance

Ability to respond to poor delivery performance


Percent


Neutral 3 60.0 60.0 100.0

Total 5 100.0 100.0

Analyse (FP1 to FP3):

From FP1, we found their ability increases to respond and accommodate demand variations

because of their supply chain.

From FP2, we found their ability doesn‟t increase to respond to and accommodate the periods of

poor manufacturing performance such as machine breakdown

From FP3, we found their ability doesn‟t increase to respond and accommodate the periods of

poor delivery performance

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Resource Performance (RP) Resource performance refers how efficiency and effectively resource are used to deliver customer

demand.

RP1. Total cost of resources used

Total cost and resources used


Percent

Valid Most likely better 5 100.0 100.0 100.0

RP2. Total cost of distribution, including transportation and handling cost

Total cost of distribution


Percent



Total 5 100.0 100.0

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RP3. Return on investment

Return on investment


Percent


Neutral 3 60.0 60.0 80.0


Total 5 100.0 100.0

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Analyse (RP1 to RP3):

From RP1, we found shwapno uses total cost of resources.

From RP2, we found their total cost of distribution, including transportation and handling cost is

much better because of supply chain management.

From RP3, we found their Return on investment is not much better as they expected.

Output Performance (OP) Output performance is the amount of energy, work, goods, or services produced by a machine,

factory, company, or an individual in a period.

OP1. Sales performance

Sales performance


Percent


Most likely high 4 80.0 80.0 100.0

Total 5 100.0 100.0

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OP2. Order fill rate

Order fill rate


Percent

Valid Most likely high 1 20.0 20.0 20.0

Extremely high 4 80.0 80.0 100.0

Total 5 100.0 100.0

OP3. On time deliveries

On time deliveries


Percent

Valid Most likely high 3 60.0 60.0 60.0

Extremely high 2 40.0 40.0 100.0

Total 5 100.0 100.0

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OP4. Customer response time

Customer response time


Percent

Valid Extremely low 3 60.0 60.0 60.0

Most likely low 2 40.0 40.0 100.0

Total 5 100.0 100.0

OP5. Customer complaints

Customer Complaints


Percent

Valid Most likely low 3 60.0 60.0 60.0

Most likely high 2 40.0 40.0 100.0

Total 5 100.0 100.0

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Analyse (OP1 to OP5):

From OP1, we found their supply chain management increases their sales performance. As

maximum participants reply most likely high (80%) with the statement “sales performance”

From OP2, we found their supply chain management increases their order fill rate. As maximum

participants reply most likely high (80%) with the statement “order fill rate”

From OP3, we found their supply chain management increases their performance to deliver

timely. As maximum participants reply most likely high (60%) with the statement “On time

deliveries”

From OP4, we found their supply chain management decreases their customer response time. As

maximum participants reply most likely low (60%) with the statement “customer response time”

From OP5, We found their supply chain management decreases their Customer complaints. As

maximum participants reply most likely low (60%) with the statement “Customer complaints”

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CHAPTER 5: Findings & recommendation SHWAPNO has a valuable business prospect, but it needs to overcome many obstacles to fortify

its place in the industry. It has entered too many unrelated markets without proper expertise and

preparation, it struggles with high employee turnover, its management information system is in

shambles, it is operating at a loss due to increasingly compounding interest payments to banks

for the funds acquired during its initial expansion phase, it operates without standardized

business process, its employees often lack job descriptions, it suffers from system and real time

stock mismatch, it has started many new product categories that are lacking in product depth and

product line, and lastly it suffers from poor image in the market even though the present quality

of service offered by the company is way above industry standards. SHWAPNO can truly

become a world class organization if it overcomes all these hurdles in the near future.

Recommendation

Instead of maintaining good relation separately with every supplier, an overall integration

will fetch a way more fruitful output.

Keeping regular touch with potential suppliers and involving their selves on new product

launching would be an effective competitive advantage.

Treating potential suppliers as partner will create a sense of ownership on everyone

which will reflect on entire affluence.

People in Bangladesh basically follow renowned actor or actresses as fashion trend. Whereas,

SHWAPNO introduced new faces to their advertisement in billboard. Rather doing that

SHWAPNO should introduce popular character for their billboard advertising modeling. It

will help them to grab a new customer base.

There are some disadvantages of sales promotion as it makes customers and traders more

price sensitive not only for the promoted brands but also for other brands as well in the same

product category. So discount offer should always give once a year not more than that.

Otherwise customer may used to with these offers.

Online shopping is considered to be a very helpful way of buying products through the

internet especially during the holidays. SHWAPNO can also open online store so that people

can give order for purchase in sitting home.

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Reference

WEBSITEs:

1. BusinessDictionary.com, Available from:

http://www.businessdictionary.com/definition/supply-support.html

http://www.businessdictionary.com/definition/information-system.html

http://www.businessdictionary.com/definition/service-quality.html

http://www.businessdictionary.com/definition/output.html

[Accessed: 2nd

January 2016]

2. TechTarget, Available from: http://searchcrm.techtarget.com/definition/CRM [Accessed:

2nd

January 2016]

3. eHow, Available from: http://www.ehow.com/facts_5397680_risk-reward-business.html

[Accessed: 2nd

January 2016]

4. eresource, Available from: http://www.eresourceerp.com/What-does-supply-chain-

integration-mean.html [Accessed: 2nd

January 2016]

5. Study.com, Available from: http://study.com/academy/lesson/flexibility-in-fitness-

definition-stretches-exercises.html [Accessed: 2nd

January 2016]

6. Unknown. (2014, June 28). Company Profile. Retrieved from ACI Limited:

http://www.aci-bd.com/corporate.php [Accessed: 2nd

January 2016]

Books:

1. Chopra, S., and Meindl, P. (2007). Supply Chain Management: strategy, planning, and

operation, 3rd ed., Prentice Hall, NJ.

2. Cox, A., and Townsend, M. (1998). Strategic Procurement in Construction, Thomas

Telford, London.

http://www.businessdictionary.com/definition/supply-support.html

http://www.businessdictionary.com/definition/information-system.html

http://www.businessdictionary.com/definition/service-quality.html

http://www.businessdictionary.com/definition/output.html

http://searchcrm.techtarget.com/definition/CRM

http://www.ehow.com/facts_5397680_risk-reward-business.html

http://www.eresourceerp.com/What-does-supply-chain-integration-mean.html

http://www.eresourceerp.com/What-does-supply-chain-integration-mean.html

http://study.com/academy/lesson/flexibility-in-fitness-definition-stretches-exercises.html

http://study.com/academy/lesson/flexibility-in-fitness-definition-stretches-exercises.html

http://www.aci-bd.com/corporate.php

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APPENDICES

Appendix 1: Table given below shows the details about the participants of the study

Name of the Participants Position & Other Information

Nurul Islam Rupok Regional Sales Manager

ACI Logistics Limited

Novo tower, Level-8

Mobile: 01730028490

E-mail: [email protected]

Natasha Rahman Head of Sales Department

Shwapno,Chittagong Branch

Goalpahar, Chittagong

Mobile: 01922510159


Susanta Babu Sutradhar Branch Manager

Staff ID: L9735

Shwapno, Comilla Branch

Badurtala, Comilla

Mobile: 01936005168


Md. Shafiqur Rahman Assistant Branch Manager

Staff ID: L9906


Badurtala, Comilla

Mobile: 01676130063


Md. Abdul Hannan Sales Operator

Staff ID: L9908


Badurtala, Comilla

Mobile: 01821930814


mailto:[email protected]





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Appendix 2: Questionnaire

Survey Questionnaire

Dear Sir/Madam,

We are the students of Comilla University of Dept. of management studies under BBA program,

are undergoing to prepare a term paper on “The supply chain management of any organization”.

We, therefore request you to fill up the questionnaire to enable us to complete the term paper.

Section A: General information

A1 What is your name?

----------------------------------------------

A2 Age? 22-30

31-44

Up to 44

1

2

3

A3 Gender Male

Female

1

2

A4 Name of your organization?

----------------------------------------------

A5 What is your position in the company?

Please indicate your field of responsibility?

----------------------------------------------

Section B: Demographic Profile

Please tick at the appropriate box/column or write in your answers where appropriate

B1. Business Description of company:

ent

product

daily used product

Technology Product

B2. Numbers of Employees:

- 100

- 250

- 500

B3. Annual sales of this company is:

– 5 million

– 10 million

– 50 million

– 100 million

D4. Years of operating experience of this

company:

– 5 years

– 10 years

– 15 years

– 20 year

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SECTION C: SUPPLY CHAIN MANAGEMENT PRACTICES

Please indicate your level of agreement on the following statements based on your experience

working in this company. The rating is from 1=Extremely Disagree to 5=Extremely Agree

Code: Supply Support practice(SSP); Customer Relationship Management(CRM); Information

System(IS); Quality Service (QS); Risk and Reward(RR)

code Extremely

Disagree 1 Extremely

Agree 5

SSP1 Your organisation rely on few dependable suppliers 1 2 3 4 5

SSP2 Your organisation consider quality as number one

criterion in selecting suppliers

1 2 3 4 5

SSP3 Your organisation strive to establish long term

relationship with its suppliers

1 2 3 4 5

SSP4 Your organisation helps its suppliers to improve their

product quality

1 2 3 4 5

CRM1 Your organisation frequently interacts with customers to

set its reliability, responsiveness, and other standards

1 2 3 4 5

CRM2 Your organisation frequently measures and evaluates

customer satisfaction

1 2 3 4 5

CRM3 Your organization frequently evaluates the formal and

informal complaints of its customers

1 2 3 4 5

IS1 Your organisation shares its business units‟ proprietary

information with its trading partners

1 2 3 4 5

IS2 Your organisation and its trading partners exchange

information that helps establishment of business planning

1 2 3 4 5

IS3 Information exchange between your organization and its

trading partners is adequate

1 2 3 4 5

QS1 Your organisation has continuous quality improvement

program

1 2 3 4 5

QS2 Your organisation produces only what has been ordered by

customers (pull production system)

1 2 3 4 5

QS3 Your organization‟s goods are stored at appropriate

distribution points close to customers in the supply chain

1 2 3 4 5

RR1 Your supply chain members help each other finance capital

equipment

1 2 3 4 5

RR2 Your supply chain members share risks and rewards 1 2 3 4 5

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SECTION D: SUPPLY CHAIN INTEGRATION


working in this company. The rating is from 1=Extremely Disagree to 5=Extremely Agree

Code: Supply Chain Integration(SCI)

code Extremely

Disagree 1 Extremely

Agree 5

SCI1 Your supply chain establish more frequent contact with each

other

1 2 3 4 5

SCI2 Your firm participates in the marketing efforts of its

customers

1 2 3 4 5

SCI3 Your firm participates in the sourcing decisions of its

suppliers

1 2 3 4 5

SECTION D: SUPPLY CHAIN PERFORMANCE


working in this company. The rating is from 1=Extremely WORSE/LOW to 5=Extremely

BETTER/HIGH Code: Flexibility Performance(FP); Resource Performance(RP); Output Performance(OP)

code Extremely

Worse/low

1

Extremely

Better/high

7

FP1 Ability to respond to and accommodate demand variations,

such as seasonality.

1 2 3 4 5

FP2 Ability to respond to and accommodate the periods of poor

manufacturing performance such as machine breakdown

1 2 3 4 5

FP3 Ability to respond to and accommodate the periods of poor

delivery performance

1 2 3 4 5

RP1 Total cost of resources used 1 2 3 4 5

RP2 Total cost of distribution, including transportation and

handling cost

1 2 3 4 5

RP3 Return on investment 1 2 3 4 5

OP1 Sales 1 2 3 4 5

OP2 Order fill rate 1 2 3 4 5

OP3 On time deliveries 1 2 3 4 5

OP4 Customer response time 1 2 3 4 5

OP5 Customer complaints 1 2 3 4 5

Supply chain management of shwapno in bangladesh

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