Special Feature

Innovating India’s
Service Parts Logistics
P6
2012
Volume1
NEWSLETTER OF
THE YCH GROUP
MICA (P) 018/11/2011
P4
Supply Chain
Innovation Seminar
P3
YCH’s Customised
Fulfillment Services
P10
APPENINGS
Special Feature
Starry Affair
@ YCH’s DnD
HAPPENINGS | 2012 | VOL. 1
P2 Organisation
Basic Philosophy
YCH Group is a firm believer
of supporting logistics and
supply chain education and
knowledge management,
together with establishing
a commitment of being
environmentally-responsible
and providing goodwill to
the community at large.
YCH
Organisation
Corporate Social
Responsibility Charter
P3
YCH’s Customised Fulfillment Services:
Looking beyond logistics to care for customers’ supply chain needs
YCH Group is committed to fulfilling its CSR
by implementing its management philosophy
to achieve sustainable growth and to further
the advancement of the supply chain sector,
in accordance with the following principles:
•
Continuous Innovation for Best-in-Class Products & Services
We will constantly innovate to provide high-quality, practical and
flexible solutions catering to our customers’ requirements to enable
scalability and growth, and to fuel the growth of the supply chain industry.
The silk-screened Dell laptops given out during an award ceremony of the Sherkan Project.
With its mantra
“Teach a man to fish”,
the Group takes on the
responsibility of nurturing
SCM talents by supporting
scholarships and providing
training to help fuel the growth
of the supply chain industry.
This effort further extends
to the industry through the
sharing of best practices with
practitioners and TLM™ The Last Mile programme,
which provides YCH’s last mile
partners access to sophisticated
IT systems and innovative
technologies that enable
them to move up the
SCM value chain.
•
Respect for Employees
We appreciate the individual personalities of our employees and
nurture each employee to their fullest potential through empowerment
and a safe, healthy and professional working environment. As an
extended family enterprise, we respect diversity of cultures, religion
and experiences, and maximize talent development and talent
management through suitable opportunities, based on meritocracy.
•
Business Conduct, Ethics and Compliance
We carry out fair, ethical and transparent business practices that strive
to be fully accountable to all our stakeholders. Corporate governance
is treated with utmost importance and we will not condone any
unlawful activities within the organization.
•
Protection of Global Environment
We are committed to playing our part in reducing global carbon
footprint for a more sustainable environment. We discourage
unnecessary wastage and are continuously enhancing our operational
efficiency and energy savings from the careful calibration, maintenance
and usage of our fleet and facilities.
•
Contribution to Local Communities
We strive to act as a responsible corporate citizen in every country
where we operate. This includes maintaining constant feedback and
interaction with local partners and providing them opportunities to
progress and move up the value chain. We are also committed to
developing common standards as well as sharing knowledge and
expertise for the benefit of the entire logistics industry.
YCH has gone up another notch in our endeavour to bring a wider
scope of end-to-end supply chain services to our MNC clientele –
by building capabilities beyond logistics and entering into the
segment of customised fulfillment services. Since its inaugural start
in 2009, this highly value-added service offering has taken flight,
and has since been implemented across various parts of our
regional presence including YCH Kunshan, Shanghai, Xiamen
as well as our Singapore Corporate Headquarters.
One of our recent projects which utilized this service was the Dell
Custom Fulfillment Service for a Pakistan Government project.
Kick-started in January 2012, the Higher Education Department
of the Punjab Civil Secretariat launched the Sherkan Project –
a key initiative by Chief Minister of Punjab, Mian Shahbaz Sharif,
to encourage Pakistani youths to embrace the digital world. YCH
had the opportunity to customize silk-screen printings of over
100,000 Dell laptops, which would then be awarded to
outstanding academic performers during an event ceremony.
Set with very tight deadlines, YCH’s commitment to deliver
service excellence remained our primary goal. Innovative measures
such as the making of special racks and mobile shelves to ensure
consistency in all security seals and enable ease of transportation
of completed notebooks, all helped to ensure optimum efficiency
throughout the project. Our greatest commendation to our
Shanghai YCHees for implementing stringent quality checks
in their operational procedures, ensuring that every customised
laptop would be of the best quality!
At YCH, we are always determined to go above standard
expectations, providing something more that will give our
MNC clientele that superior competitive advantage to beat
the competition. The quick scalability and flexibility of this
customised service is set to be a plus in businesses’ supply
chains and we look forward to taking this value-added offering
to new heights!
Did You Know?
Some key examples of YCH’s range of customised
fulfillment services consists of the following:
vSilk-screen printing & laser etching
vSoftware and systems download & configuration
vRack and stack
vHard disk partitioning configuration
The team working hard together to bring this project to fruition.
HAPPENINGS | 2012 | VOL. 1
HAPPENINGS | 2012 | VOL. 1
P4 Industry Outreach
continued from pg 4
The speakers during the panel discussion. From L-R: Dr Robert Yap, Chairman & CEO of YCH Group, Professor Yossi Sheffi,
Director, MIT Center for Transportation & Logistics and Mr Mads D. Lauritzen, Partner, McKinsey & Company.
DRIVE II Seminar:
Supply Chain Innovation The Need of the Hour
Industry Outreach
P5
Receiving a token of appreciation from Dr Chan Mun Kitt, Director,
NTUC Next U
With supply chains becoming more complex in today’s
global economic environment, unceasing innovation
and greater education efforts to raise the bar of industry
professionalism is truly the need of the hour. Let us
continue to spur onward to make Asia an exciting
region for businesses with seamless connectivity and
brilliant supply chain standards!
Robert & distinguished supply chain expert, Professor Yossi Sheffi, Director, MIT Center for
Transportation & Logistics
ZDNet Asia IT Priorities 2012 Review
Singapore - Over 100 supply chain professionals from
various industries came together for an engaging session on
the future of Asia’s supply chain landscape on 23 March 2012.
Titled “DRIVE II: Supply Chain Innovation – The Need of
the Hour”, the seminar saw the congregation of 3 supply
chain industry gurus at Amara Hotel, Singapore, as they gave
insights on supply chain industry trends.
All 3 speakers, renowned in their respective fields, gave
their talks based on the different aspects of supply chain
management – Professor Yossi Sheffi, Director at the MIT
Center for Transportation & Logistics, spoke from the view
point of an academic who has done in-depth studies on
SCM; Dr Robert Yap, Chairman & CEO of YCH Group,
shared on the practical aspects of running a successful
supply chain company; and Mr Mads D. Lauritzen,
Partner at McKinsey & Company, gave his thoughts based
on his years of experience consulting on Asia-Pacific
Supply Chain Practice.
Robert giving his presentation ‘Innovating SCM in Asia & Singapore – The YCH Experience’
to the audience
HAPPENINGS | 2012 | VOL. 1
As a fervent champion of continuous innovation, Robert
pointed out that innovation is a key differentiator and
important growth enabler for the industry’s furtherance.
Also, in today’s knowledge-driven economy, people are
the pulse of the industry’s growth and development,
hence resilience and sustainability of the industry will
depend on how well supply chain talents with global
perspective can be nurtured. Only then can new paradigm
shifts and fresh breakthroughs be created for both the local
and regional supply chain landscape.
The panel of distinguished speakers (from L-R: Mr Angus Macaskill, Analyst, CBS Interactive; Mr Bo Christensen, CIO, Courts Singapore;
Mr Alec Ang, CIO, YCH Group; & Mr Michael Barnes, VP, Forrester Research.)
Singapore – Our CIO Mr Alec Ang recently participated in a ZDNet Asia
Panel held at the bustling M Hotel on 14 Feb. ZDNet Asia’s IT Priorities Survey
was the main topic in discussion as CBS Interactive’s analyst Mr Angus Macaskill
started the day off with a presentation on the findings of the annual poll.
The panel then followed to dissect the results, and share their insights on
how IT decision makers will be spending their budgets for the year, and what
technologies would be their top priorities.
The event saw a full-seating, with over 50 IT industry players in attendance to
listen to what the distinguished panellists had to say. The speakers had a no
holds barred discussion on topics such as IT training, aligning IT priorities
with business growth, and the usage of info-tech to meet external customers’
expectations and standards.
Sharing his perspective, Alec said that training is increasingly becoming a
priority because it drives staff engagement and having employees feel like
they are growing together with the organisation definitely works in retaining
human capital. IT training for cloud computing in particular is something to
look into with increasing uptake of the cloud.
Before rounding off the session, when asked what
they as CIOs of their organisations would do with
a blank cheque to spend on any sort of IT resource,
Alec quipped that he would definitely further invest
in infrastructure architecture to make systems more
scalable and progressive.
HAPPENINGS | 2012 | VOL. 1
P6 Special Feature
Special Feature
P7
Special Feature on YCH India:
Innovating India’s Service Parts Logistics –
Sparing No Expense in Connecting Your Supply Chain
A Short Introduction to Orchestrating Service Parts Management for the Complex India Market
Providing End-to-end Visibility with a suite of
advanced technologies
In the service parts process, it is imperative that every forward delivery is
accompanied by a defective part (reverse) pick up from the CE. Ideally the
swap happens at the time of delivery but due to operational complexities,
sometimes a milk run has to be scheduled to collect the defectives which
are outstanding with the customers. The defectives are then shipped back
to the SFSLs (regional Hubs), where the 3rd party repair vendor would
examine the parts and either send them for refurbishment or scrap them
based on diagnosis.
Service parts logistics, especially in a vast and complex country
like India, is a challenging venture which requires comprehensive
network depth coupled with rigorous processes to meet key
deliverables such as reduction in downtime and warranty costs,
increase in parts turns, and seamless visibility across every link
the chain.
YCH has had a proven track record in carrying out service
parts logistics for our MNC customers regionally and especially
in India.
The spares parts network launched in India for our customers’
operations:
• Spreads across 40 FSLs (Forward Stocking Locations);
• 3 SFSLs (Super Forward Stocking Locations/Regional
Hubs);
• Is the LARGEST SERVICE PARTS NETWORK by a 3PL
Service Provider in India covering Metros, Tier 1 & Tier 2
Cities which caters to about 85% of the urban & semi-urban
consumption market in India.
A robust process with strong control points is therefore
crucial for managing warehouse facilities housing over
5000 stock-keeping units (SKUs) ranging from the
smallest weighing few milligrams to the largest weighing
tens of kilograms
Sparing no effort for Optimal Delivery Efficiency
In the case of managing spares for the ATM (Automated Teller
Machine) industry, one pivotal task is to ensure that the order
to resolution TAT (Turn Around Time), which demands time
bound deliveries from the FSLs (Field Stocking Locations) to
the CE (Chartered Engineer) or ATM locations are executed
strictly within the given time limits. YCH India has successfully
implemented the time bound delivery service to the customer,
namely, 1 Hr/2 Hr/4 Hr/6 Hr/Next Business Day deliveries, by
the use of sprinters & a dedicated delivery mechanism.
YCH is also in the process of implementing the “mobile vans”
concept as an effort to reduce the OTR (Order To Resolution)
TAT. This concept is unique wherein the vans would carry
stock of critical and fast moving SKUs stationed in strategic
locations inside the city, and would be a virtual mobile FSL
that can fulfil requirements urgently.
In a volatile and complex business environment, such efforts
shorten the speed-to-market and consequently bring various end
user benefits such as better service quality and enhanced customer
experience.
In order to ensure timely operations and seamless visibility across each
leg of the transaction, YCH India has deployed a “Central Control Tower”
team out of Bangalore, which manages the escalation mechanisms,
transactions (tracing) and account management. The control towers
monitor and coordinate with both the customer & YCH team to ensure
that deliverables are met.
YCH India, already on expansion mode, is focusing on customer
acquisitions and further enhancing service parts solution offerings
and network coverage.
We would like to thank YCH India for their contributions to this article.
What is Service Logistics?
Service Logistics comprises all logistical activities that
support the servicing of a sold product throughout
its lifecycle.
These activities include:
• Collection of defective goods from customers for
either repair, swap, or recycling (both spare parts
and complete devices)
• Storage, order management, and distribution of
spare parts required for repair.
• Repair Services
Did you know?
YCH Group has more than a decade of
experience providing service logistics
and spares management capabilities to
world-class MNCs. Our customers in IT/
Electronics are MNCs such as Dell, NCR
& Acer.
HAPPENINGS | 2012 | VOL. 1
HAPPENINGS | 2012 | VOL. 1
P8 SC Education
The start of 2012 saw YCH
giving back to society particularly
in the area of knowledge sharing
to tertiary education institutions
and industry organisations.
Various educational visits
were hosted at our Corporate
Headquarters & YCH Shanghai
premises. As a keen supporter of
logistics & supply chain education,
YCH is privileged to contribute to
their learning experiences and help
deepen understanding of this
burgeoning industry.
Creating Meaningful
Learning Journeys
for Aspiring
SC Professionals
& Industry Associates
Supporting Supply Chain
Education via SgIS
Singapore – YCH’s Corporate Headquarters houses an extensive
suite of best-in-class proprietary systems, key processes and awardwinning supply chain management (SCM) technologies, so it was of
no surprise when students & industry affiliates requested to visit our
Singapore premises.
Undergraduates from Singapore Management University (SMU) and
members of the Thai National Shippers’ Council (TNSC) explored
our bustling facility in February and March 2012, during which Senior
Operations Managers Mr Teo Kheng Yoong and Mr Lee Yoke Sun
imparted important knowledge about the ins and outs of having agile
and responsive operations to create a dynamic supply chain for our
valued customers.
P9
SgIS Fair and
Information
Session
Various YCH corporate departments
came together & participated in the
SgIS fair on 18 March 2012, at the
Singapore Management University
(SMU). Donned in their flashy
yellow corporate shirts, our YCHees
lit up the entire venue and became
brand ambassadors for the day,
enthusiastically fielding questions from
interested students and parents while
bringing a glimpse of YCH’s exciting
extended family culture to them.
Shanghai, China – As the pioneer developer of
RFID technology in Shanghai’s Yang Shan Free Port area,
28 Brazilian undergraduates undergoing their exchange
programme in Shanghai Dian Ji University were in for a real
treat on 17 January 2012, as we showcased this sophisticated
SCM technology and demonstrated the value customers
receive when such innovative solutions are deployed in our
daily operations.
Students also received an exciting glimpse of the industry’s promising
future when General Manager of YCH Shanghai, Mr Philip Kan,
took them on an insightful tour into the DistriPark’s state-of-the-art
facilities and advanced capabilities.
SC Education
Singapore – YCH has brought its
Corporate Social Responsibility (CSR)
efforts to a new milestone, as we participated
in a new scholarship programme with the
Singapore Government to bring strategic
sectors in Singapore – which includes
the logistics & supply chain industry –
to new heights!
Launched on 21 February 2012 by
Education Minister Heng Swee Keat, the
Singapore-Industry Scholarship (SgIS) is a
unique collaboration between various local
government agencies and other prominent
homegrown and global enterprises such
as ST Engineering, Resorts World Sentosa,
BHP Billiton, Siemens and Hitachi Asia.
This partnership represents YCH’s belief
in fusing practical training and industry
knowledge with tertiary education. Not
only will successful applicants get a career
head start and be placed under the direct
guidance of some of our best mentors,
scholars can look forward to internship
opportunities and professional development
programmes that will enhance their industry
knowledge and expertise.
What’s more, upon graduation, they
will be exposed to various supply chain
operation roles and be actively engaged
in market immersion programmes and
overseas projects embedded in YCH’s
regional operations network spanning
across 12 countries in the Asia Pacific.
YCH is truly delighted to live out our
“Teach a man to fish” CSR mantra
by supporting this new initiative.
With supply chain management (SCM)
becoming more dynamic and knowledgedriven, YCH will continue to help boost
SC education both locally and regionally.
This will in turn, groom a sustainable
pool of passionate and driven talents
who can continually add value to our
budding industry!
For more details of SgIS, you can visit http://www.singaporeindustryscholarship.sg/
HAPPENINGS | 2012 | VOL. 1
HAPPENINGS | 2012 | VOL. 1
A
I
S
A S
P10 Staff Engagement
K
C
O
RTHE YCH D&D
Singapore – Kurt Cobain, Elvis Presley and Freddie Mercury – what do they
all have in common? They’re all penultimate rock stars of our generation! And
some 300 YCHees got an opportunity to live out their rock star fantasies at our
2012 Annual Dinner & Dance. Themed “Asia Rocks”, the night was a gathering
of YCHees decked out in leather jackets, funky upswept hair, and lots and lots of
black eyeliner.
The night began with the opening address by Chairman & CEO Dr Robert Yap,
where he talked about the exciting new development that is earmarked to become
an icon for the supply chain industry. Dinner then commenced with a 5-piece
live band jousting the crowd on with popular hits ranging from the classic
rock’n’roll, to modern Chinese pop rock.
@
The games really had our audience in stitches as hero battled villain in a thrilling
Bollywood saga; amateur lion dancers boogied their way into our hearts; and crazy
rock enthusiasts banded together with very “rockable” household items to perform a
head-banging number for the crowd.
HAPPENINGS | 2012 | VOL. 1
Of course our YCH talents shone that night as several of our office and operations
employees took the stage to perform a song & dance medley of Asia’s favourite rock
songs. Catcalls filled the room as the singers’ sexy voices and dancers’ slick satin minis
made the atmosphere of the night truly the epitome of rock!
With such an exhilarating Dinner & Dance,
YCH has certainly kicked off 2012 to a good
start – we are ready to ‘Rock On’ for the rest
of the year!
Our top lucky draw winners were overjoyed when their names were called! Congratulations!
Our RISE awardees are nothing short of YCH’s shining stars! Nominated as the best in their
countries, we applaud their concerted efforts and hard work in making YCH a trusted partner
for our valued customers’ Asia Pacific supply chains. Here’s a peek into what makes these
winners our precious gems:
Rhyce Chng – Operations Manager, YCH Shanghai
Highly regarded as “Leader of the Pack”, Rhyce’s ability
to relate and easy-going disposition has earned him a
solid rapport with logistic team members of our MNC
customers such as Dell & Samsung, enabling YCH to
continuously fulfil customers’ complex needs and
enhance our value propositions. His innovative spirit in
overcoming customers’ challenges and better managing
projects is certainly a great asset to YCH!
Pat Li – Manager for Customer Service & Operations,
YCH Malaysia
Having managed Dell Malaysia operations for over 6
years, Pat received high commendation from Dell’s
logistics team for her active contributions to the
business.
The night was far from over as the long service
awards ceremony ensued, and this year, a total
of 42 YCH Singapore employees were honoured for
their contributions to our growing organization.
That was followed by yet another time-honoured
tradition – the regional RISE awards. This year
5 extraordinary YCHees were lauded –
Anand Murthy (India), Amelia Iswara (Indonesia),
Patricia Lee (Malaysia), Rhyce Chng (Shanghai)
& Vincent Lee (Singapore). These RISE awardees,
nominated the best in their countries, have had
outstanding individual performances, proven
track records in their leadership positions and
exceptional performance grading.
HAPPENINGS | 2012 | VOL. 1
P11
The finale was nothing short of spectacular
as the emcee roused our YCHees to attach
their individual light sticks to one another
in the midst of a ballroom thrown into
pitch darkness – making our surroundings
glow with an endless, interconnected chain
of mesmerizing lights that bonded the
YCH Family – truly a symbolic display of
YCH as an extended family enterprise where
supplychain connects™.
RISE Award
2012 Winners
Family & friends of YCH joining in the night’s spread of exciting events!
Staff Engagement
Up next was the ever-anticipated grand
lucky draw. Every year, attractive prizes such
as digital cameras, laptops and iPads are
up for grabs, leaving everyone in the room
sitting at the edge of their seats and clutching
onto their lucky draw coupons in hopes of
winning these premium gadgets.
“Patricia consistently anticipates the needs of the
organization and takes initiative to tackle them… her
positive and productive working relationships with all Dell
customers provide the sales team with a tremendous driver
of our winning culture,” noted Ms. Jasmine Sim, Dell Malaysia/
Singapore Sales Operations Manager.
We are heartened to know that our YCHees’ hard work is well
recognized. Well done Pat!
Anand Murthy – Manager Key Accounts, YCH India
Having joined in 2006 as one of the pioneers of YCH India,
Anand has played an instrumental role in the success of YCH
India. From actively participating in the Dell spares business
setup and establishing YCH India’s finished goods distribution
rollout plans; to managing customers’ supplier relations and
mentoring new YCH talents into the team, Anand has helped
YCH India overcome great feats to achieve a sizeable footprint in
the country today.
Vincent Lee – Section Manager
(Operations), YCH Singapore
Having been in the YCH family
for close to 12 years, Vincent
has risen in his career path
through YCH’s talent
development programme.
Having started out as a clerical
assistant, he rose the ranks over
the years with his adaptability and
astuteness, and gathered good operations practices
to deliver excellent customer supply chain standards.
His aptitude propelled him to successfully lead a
team to improve customers’ export performance
such as exceeding On Time Deliveries Percentage
performance target.
Amelia Iswara –
QA Executive,
YCH Indonesia
From the beginning
of her YCH journey in
early 2008 to support
the Danone Project setup,
Amelia has soared to become
a critical team member for all new projects in
YCH Indonesia such as Mayora, LG Electronics
and Schneider. Equipped with wide experience
in managing different operational fields, her
meticulous working-style and patience makes
her an effective leader as well as an endearing
colleague to our Indonesian YCHees.
Celebrating our long service award winners.
HAPPENINGS | 2012 | VOL. 1
P12 Our People
YCHee Celebrations
Around the Region
YCH Malaysia D&D
YCH Australia Christmas Party
Having just celebrated various festive occasions in the last
few months, we decided to feature some of our unique
celebrations from different parts of the region! Enjoy!
Igloo Philippines
Summer Teambuilding,
@ Blue Coral Resort,
San Juan, Batangas,
Philippines
YCH Hong Kong D&D
YCH Chengdu Family Day
YCH Tianjin Birthday Celebrations
YCH Indonesia Employee Day
Soaring with WINGS
YCH had indeed taken flight with WINGS!
Over the last three months, our YCH elite
squad of supply chain subject matter specialists
– the WINGS team, was deployed to 6 different
sites (Kuala Lumpur, Jakarta, Bangkok,
Singapore, Hanoi & Ho Chi Minh) to carry
out implementation for our customer
Schneider Electric IT Division (SEIT).
Truly rising to the occasion to meet SEIT’s
highest standards of quality, our dedicated
WINGS team members toiled laboriously
through some difficult weather conditions
and successfully set up the operations for
Finished Goods Cross-Docking, and Spares
RMA (including 24/7 activation of spares
delivery) in such a short span of time.
As we embark on a new journey of growth with
SEIT, let us give a round of applause for our
WINGS heroes, who are always ready to rise to
the challenge and soar to greater heights!
The team performing Physical Migration till
late at night to maximise space efficiency.
WINGS team member Syed, working with a
local team member to perform scanning.
Our WINGS team heroes battling the cold and
windy 8oc weather conditions in Hanoi after a
hard day’s work.
The WINGS & Operations Team in Singapore
YCH Group | 30 Tuas Road, YCH DistriPark, Singapore 638492
Tel: (65) 6767 7777 | Fax: (65) 6767 7778 | Website: www.ych.com
For feedback or enquiries, please contact YCH Corporate Communications at [email protected]