UNIVERSITI KUALA
LUMPUR
MALAYSIAN INSTITUTE
OF INDUSTRIAL TECHNOLOGY
(UNIKL MITEC)
ZALORA (CUSTOMER
SERVICE)
Lecturer :
ZULHILMI BIN MUHAMMAD NASIR
|
Title
Submission date
|
:THE ADVANTAGES AND
DISADVANTAGES OF THE COSTUMER SERVICES
:22 JULY 2014
|
|
Prepared by
|
Student ID
|
|
NUR SYAMIMI BINTI SHAMSURI
|
57102314009
|
|
For lecture used only
|
|
%
|
|
|
|
|
|
TOTAL
|
CONTENT
|
NO.
|
TITLE
|
PAGE
|
|
1
|
WHAT
IS LOGISTICS ?
· Logistics
activities
· What
is customer services ?
|
1
|
|
2
|
INTRODUCTION
OF ZALORA
|
2 - 3
|
|
3
|
ISSUES
IN ZALORA
· Advantages
· Disadvantages
|
4 - 6
|
|
4
|
SOLUTIONS
|
7
|
|
5
|
CONCLUSION
|
8
|
|
6
|
REFERENCES
|
9
|
1.0.
WHAT
IS LOGISTICS ?
“Logistics management is that part of the supply chain
process that plans implements and controls the efficient, effective flow and
storage of goods services and related information from the point of origin to
the point of consumption in order to meet customers’ requirements”
1.1.
LOGISTICS
ACTIVITIES
Logistics
activities such as Material Handling, Communications, Inventory Management, Demand
Forecasting & Planning, Customer Services, Order Processing, Packaging, Parts
& Services, Plant / Warehousing site selections, Procurement, Return Goods,
Transportations, Warehousing Logistics Activities.
For
this assignment, I would choose Customer
Services from the logistics activities. From the Zalora Business, there are
many types of example that show about customers service. Moreover, now Zalora
is the top sale shopping among people because its business online.
1.2.
WHAT
IS COSTUMER SERVICE ?
A process which takes place between the buyer, seller,
and third party. The process results in a value added to the product or service
exchanged. This value added in the exchange process might be short term as in a
single transaction or longer term as in a contractual relationship.
The level of service provided to
functions, such as marketing and production, affects the organization’s ability
to serve the needs of customers and will determine how well these functions
communicate and interact with logistics on a day to day basis. The level of
customer service provided to customers determines whether the organization will
retain existing customers and how many new customers it will attract.
2.0.
INTRODUCTION
OF ZALORA
Zalora
is shopping companies leading online which means there is no longer the days
where you have to run from one supermarket to supermarket to another just to
have a perfect fashion item. Whether you want to find clothes, shoes,
accessories or beauty products.
Zalora Malaysia was established nearly six months ago, or is
officially in April 2012. It is a network of shopping malls or lifestyle
clothing which has operations in Singapore, Thailand, Philippines, Indonesia,
Vietnam, Taiwan and Hong Kong. Zalora is an entity set up by the company in
international online business that Rocket Internet which originated in Germany.
Besides Zalora, Rocket Internet also has the same entity in the world.
Among such as Zalando, 21Diamonds, Zidaya and over 20 others including
Zalora. Every entity doing business or simply be different in certain
countries. ZALORA provide a wide collection of the best brands and the latest.
From the collection of women's clothing as brackets Peplum, Peplum dresses,
modern clothing line up of high heels, sandals, jeans, sportswear, shirts,
jackets or coats, from various brands as well as international and local
designers like Steve Madden, Converse, Nike, Cheap Monday, Jovian, Vincci,
Ms.Read and Blook. Everything starts at your fingertips.
Managing Director John Leow Wee said Zalora perfect about 500
local and international brands ranging from clothes to more than 20,000
products and accessories for women, men and children. He said the company also
offers beauty products and home decor items to meet the needs of users of all
ages.
He said, in addition to offering international brands, nearly 50
percent of Malaysia is marketed through Zalora local brands. On average over
100,000 visitors visiting the website of the Malaysian Zalora www.zalora.com.my . For him it was a
proud achievement since the site was recently developed.
About the company, Wee John said, started with only three
employees only, Zalora Malaysia is proud to have more than 300 permanent employees.
With the success of positive e-commerce business model in the United States,
the United Kingdom and Europe, he is confident the industry can also be
successful in Malaysia started with online fashion site as large as Zalora.
Figure 2.0: A variety of shoes sold in Zalora
Figure 2.1: Model Zalora the styling products company
3.0.
ISSUES IN ZALORA
3.1.
ADVANTAGES :
There are various items that can be found in Zalora like clothes,
accessories, handbags, shoes and so on. This may be easier for customers to get
the essentials in one place. Moreover, Zalora provide all of good quality and
branded drawn from every corner of the country. Zalora give proper discount to
customers and often made by monthly and seasonal promotions.
Furthermore, Zalora provide online services to facilitate the sale
of the customer to view and select items comfortably on their individual needs.
Everything is at our fingertips and save you time and energy.
Zalora began to grow in the next two months after its launch and
run a unique system that is free shipping to customers (Leow Wee John,5 April) .
He said Zalora proud of its ability to provide an opportunity to the people to
shop at any time and where they are at.
''Zalora start changing
your lifestyle and shopping experience Malaysia. Now, the whole Malaysia can
enjoy fashion purchases from internet facilities anywhere," he said.
"While business interaction over the Internet is becoming
more popular, this method is not expected to take over the advantage that
shopping center," said Managing Director Zalora Malaysia, Leow Wee John.
He said that despite shopping via the Internet is more cost users,
but they will still visit the shopping center for social purposes like relaxing
with family, eating at a restaurant or watching movie. Meanwhile, another
Zalora Managing Director, Johan Surani said, the advantage of an online
business to facilitate buyers from all over the country to get items of
interest, as most popular shopping centers are only in the Klang Valley.
"We
offer free delivery nationwide service payment via credit card or Internet
banking," he said.
He is also one of the founders of Malaysia Zalora tell, online
business is getting Zalora encourage people, especially in Sabah and Sarawak.
He said the market of online business in both states show a very fast, compared
with the West.
''This
shows Zalora provides a convenient way for our customers to get branded
products without much trouble. We see the feedback from consumers in Sabah and
Sarawak are very encouraging "he said.
Figure 3.0: Offline sale that zalora offer to customer
Figure 3.1: Zalora
vouchers to attract customers to shop with Zalora
3.2.
DISADVANTAGES
Zalora
management products are not systematic. Posting goods not in accordance with
customer demand but also the quality of goods is worse than the promotion
published.
In addition, many customers had booked return the item to the
zalora because there are defects in the displayed like torn, one item, and so
on.
Furthermore, time management on behalf Zalora inaccurate. Many
items are late getting to the customer until the customer makes angry and ask
for damages. Frying time is important in every business management.
Figure 3.1: Customer complaints about errors in Zalora management.
4.0.
SOLUTIONS
Zalora
the need to strengthen the administrative and management systems to ensure a
smooth purchasing process. Every company needs to adopt four types of application
such as form utility, possession utility, time utility and place utility.
The Zalora should plan in each process. Time and place quality is
very important in roles of logistics. If the management of time and place are
not handled properly, then every business it has no value. The best management
must have five aspect which are right time, right place, right cost, right
condition and right product.
Zalora Malaysia aims to become a center of fashion shopping online
provides leading facilities and services to its customers.
However, Zalora Malaysia confident of the potential of online
businesses that carry on and it will be the latest trend clothing retail
industry and lifestyle in the country (Wee John, director Zalora)
Wee Jonn said, in contrast to owning a store, an online business
easier for customers where they do not have to bother to deal with the problem
of congestion or finding a place to put the vehicle safely.
She said the method was more convenient to the buyer to inform the
size, color or type of clothing that are in stock because of his constantly
updating the information. Rightly want to do business on the Internet on a
large scale like this, adequate preparation has to be done.
5.0.
CONCLUSION
Customer
service is one of the key elements in the field of logistics. This is because
customer service means the process that occurs between buyers, sellers, and
third parties. The decision process in the added value of products or services
exchanged. This value is added in the process of short-term might like in one
transaction or in the long-term contractual relationships.
The level of services provided to the functions, such as marketing
and production, affects the organization's ability to meet customer needs and
to determine how these functions to communicate and interact with on a
day-to-day logistics base. The level of customer service provided to the
customer to determine whether the organization will retain its existing
customers and how many new customers it will attract.
The negative impact would be if we ignored elements such as
customers will begin to doubt our products and business. Next, if we cannot
control the problem, the problem in the field of logistics will be much
improved. Furthermore this will affect the economy as the most important
element of logistics is viewed every job in the country issue.
Therefore, we as workers must insist on this issue in a job or
business. If this element is ignored by the dealer, then the difficult business
to thrive. Furthermore the customer is an important asset for any company. We
need to keep the status of the company by taking care of customers. If good
customer service then we went out of our business. we have to assume the
customer is the key. Sayings entrepreneurs say make the customer be the first.
© Utusan Melayu (M) Bhd (5 April)
