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You are a supply chain analyst employed by an electronic company to analyze data and find out problems and
suggest solutions. The data in the spreadsheet is pulled out from ERP system of the company which is active
in the electronic industry. They got 20,000 square meter distribution center (DC) with local and international
customers. The company’s suppliers send products from overseas and domestic locations. They have different
ranges of customers from whole sales, retailers and end-users. The DC/warehouse have 30,000 stock keeping
units (SKU), material and lifts machines and other equipment. The warehouse staffs are including DC
Manager, supply chain analyst, inbound and outbound supervisors and 50 employees.
Recently they have received numerous customer complaints which make sales and customer
service representative (CSR) department sick of hearing angry customers’ voice. Your manger
has asked you to analyze the customer complaints data to find out problems and come up with solutions.
Requirements
Task 1- Analysis
You need to analyze the data with Microsoft Excel software for several sub tasks below:
1.1 Count the number of complaints for PF13 (using COUNTIF formula).
1.2 Display the name of the customer who most frequently complained (using
INDEX formula and/OR other possible formulas).
1.3 List all distinct customers associated with the complaints (using VLOOKUP
formula and/OR other possible formulas).
1.4 Establish 2 pivot tables in a new sheet called “Executive Summary” for the
Customer Complaints Database in terms of:
1.4.1 Displaying the number of complaints by complaint type and by product family
1.4.2 Displaying the number of complaints raised by CSR staff
1.5 Create a bar chart for complaint types for top 3 product family, providing the count
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of the data in a descending order.
1.6 Identify top most product family associated with errors related to wrong quantity, and
wrong invoice
Task 2: One of the main reasons for complaint type “Delivery” was found to be with the
insufficient inventory on hand to fulfill customer request on time. To solve this issue, the DC
manager tried to improve warehouse inventory policies for the product with highest demand.
The forecast for this product is 600 units for the year. The holding cost was estimated to be
$1.5 per unit per month and the ordering cost was $50 per order. By taking appropriate
assumptions, determine an order size that will minimize the inventory costs for each of the
six-month period. Which inventory models will be appropriate if demand varies substantially
in a year.
.
Task 3- Problem definition
After data analysis, find out top 3: complaint types, product family, and customers
respectively. Provide your cause root analysis for top 3 complaint types based on your
understanding of the subject thus far.
Task 4- Suggestion and Solution
After identifying complaints in Task 3, provide your solutions and methodologies to your
manager. Your solutions should be based on the recent scholarly books/articles/reports
(in the past 5 years) and root cause analysis and might address the following DC processes:
- Inbound or receiving (DC/warehouse inbound)
- Put away and operations
- Warehouse Layout
- Outbound or dispatch (DC/warehouse outbound)
- Warehouse Staffs
- Machines (Forklifts, pallet Jack, etc.)
- Equipment, etc.
Assignment Format
1500 (1000 minimum) words excluding references
12pt Times New Roman
Double line spacing
Attach standard UTS assignment coversheet
Include name, student number and title of your report
Include page numbers and current date
Use Harvard/UTS referencing only
(See Referencing in the UTS library website)
Use of Scholarly Sources
You will need to relate to the Supply Chain Analytics assignment from the contributions of
at least eight (8) recent scholarly books/articles/reports (in the past 5 to 8 years), in
addition to any materials that have already been assigned for the course. These scholarly
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sources should specify the Supply Chain issues involved with the creation of value to
achieve all the benefits of efficient Supply Chain Management.
Marking
Feedback will be provided by annotating your report with comments and an indication on the
merit of sections of your report using the following:
Z, P, C, D, HD.
Feedback Weighting
• Executive Summary, Introduction and Conclusion. 10%
• Data Analysis (Spreadsheet Analysis). 40%
• Problem Definition. 20%
• Solutions and Suggestions. 20%
Sample Solution
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