Pabila Jari Comel Menari :): Assignment 1: Fundamental of Logistics

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

Percentage Achievement

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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.

http://ts1.mm.bing.net/th?id=HN.608045774509441076&pid=15.1&H=128&W=160

Figure 2.0: A variety of shoes sold in Zalora

http://ts1.mm.bing.net/th?id=HN.608022409886696064&pid=15.1&H=106&W=160

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.

http://ts2.mm.bing.net/th?id=HN.608045340719910893&pid=15.1&H=98&W=160

Figure 3.0: Offline sale that zalora offer to customer

http://ts2.mm.bing.net/th?id=HN.608025747086246293&pid=15.1&H=160%20&W=76

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.

http://www.aduanrakyat.com.my/wp-content/uploads/2012/08/zalora.jpg

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.