Saturday, 29 June 2013

Tips on Managing the Different Types of Retail Customers

Tips on Managing the Different Types of Retail Customers
Basic Types of Retail Customers
Customer's Characteristics
Sales Tip
  • Usually distrustful of salesperson and dislike communication with others
  • Non-cooperative and the slightest provocation will cause them to explode.
  • Do not mistake their silence for openness to your ideas. 
  • Stick to basic facts while tactfully outlining the product's advantages and disadvantages. 
  • Usually has an intense, impatient personality with a "strained" expression. 
  • They are often successful individual whom are quite result oriented and will interrupt the salesperson.
  • Do not beat around the bush since they know what they want. 
  • Get straight to the selling point from one sales point to another. 
  • Confident individual and open to new ideas but want brevity.  
  • They have a high sense of self-pride.
  • They would like a sales person to only assist.  
  • Generic sales pitch will not work.  
  • Never argue or point out errors
  • Tend to postpone decisions since they worry they make the wrong one. 
  • Usually like a second opinion or a sales person to help them. 
  • Try not to present too many alternatives
  • Help them discover their needs and make decisions starting with minor points
  • Sales person needs to be very patience
  • Friendly, fun, outgoing individual who have lots of excess time on their hands to visit with but usually resist the sales close.
  • Need to be friendly and listen for point of conversation where you can include product's merits 
  • You cannot pressure them close a sales. 
  • Usually quick decision maker but impatient.
  • They will be out the door as fast as they walked in.
  • Do not oversell and avoid any unnecessary interaction. 
  • Only highlight product’s merits and close as soon as possible.
Source: Retailing 2008

Friday, 28 June 2013

Logistics Application in Healthcare SCM

Logistics is responsible for the planning, control and planning of the flow of goods, both forward and reverse. They ensure that the right patients receive the right products in the right amounts in the right time.  Getting all of the supply chain requirements met is a challenge, which is why it is sensible to outsource the logistics to third party providers.

In healthcare the medical technology being used is increasing the life expectancy of humans. This puts on higher demands for the healthcare services as they need to provide better services without increasing the costs, and if possible reducing the costs. The patient care is so important that it does play a massive role in the supply chain and the steps taken to get the products to or from the final client.

Therefore it is essential that blockages and delays do not cause issues in the supply chain. By achieving this, the patients get what they need quicker and have access to a lot more services. This allows them to leave the hospitals sooner and the whole system is improved thanks to logistics.

Thursday, 27 June 2013

Logistics Evolution in Healthcare Supply Chain

We are all affected by how logistics and the healthcare firms work together to provide a complete, active supply chain that hits the targets. The Supply chain revolves around the how the customer is able to receive their required products and at what cost. International trade used to revolve around the transportation of the large bulky materials. Now the finished products and in-process now has a stronger role.

Due to the competitions in the market and the needs of the customer it is now necessary for improvements to be continued to be made within the management of the inventory.  Healthcare clinics and hospitals now know that they can gain an edge by ensuring they are using the best possible logistics services. These provide a superior service while helping the hospitals to save money on the cost of the supply chain. As a result outsourcing to third party logistics companies has risen.

One move that has been made in logistics and healthcare is by not applying just in time deliveries to the industry. Just in time is not always suitable for example if someone is waiting for heart valves, neuro coils or stents it is far more beneficial for the items to already be in the hospital rather than have someone’s life in the balance. With a revolution in the supply chain now suppliers and vendors are more closely integrated along with transport and the hospital services so total quality management is able to be achieved.

Wednesday, 26 June 2013

The Different Elements in Healthcare Supply Chain Management

The supply chain is the network of facilitates and various distribution options that includes procurement of items, the transformation of the items into finished products and then the distribution of the finished products to the final customer. 

They supply chains are found in a large variety of organisations including services and manufacturing, but the complexity of the SCM does change greatly between all of the industries and even each firm within each industry.

There are many different supply chain elements:

·         Planning
·         Control and implementation
·         Analysing the customer’s requirements
·         Sourcing
·         Procurement
·         Conversion
·         Logistics activities

By using an integrated SCM in healthcare it is possible to reduce costs, deliver the items quicker therefore shortening the lead times and being able to focus on the service delivery.  The healthcare industry is always looking to reduce costs while ensuring the end customer, the patient, is not negatively impacted.  Therefore logistics providers ensure that the supply chain for the healthcare industry revolves around being collaborative with everyone involved and providing complete inventory management without unbalancing the costs.

Tuesday, 25 June 2013

What are the Healthcare Supply Chain Concerns?

Three of the biggest concerns in the healthcare supply chain are:

·         Managing the costs of the supply chain
·         Product security
·         Regulatory compliance

The cost concerns centre on the fact that the supply chain will become more complicated in order to ensure faster delivery times, improved technologies and stricter control measures. It is essential that a fine balance is met between the logistics providers and the pharmaceutical companies. The bottom line has to remain healthy but at the same time the firms have to be in full compliance and continue to meet the demands of the patients.

Product security includes ensuring that the products are kept in temperature transportation and storage, remain secure over long distances and deal with cross border delays and long distance travels. 

Finally it is essential that the regulations are followed. As several markets are often combined it is essential that the products are stored correctly, are packed and distributed safely and quickly. With so many challenges it is clear that the concerns of the healthcare companies are listened to in order for the logistics couriers to meet their demands.

Monday, 24 June 2013

Reverse Logistics Role in Healthcare

Reverse logistics is required when the hospitals need to return the goods that they do not need. This could be because the order was wrong, they received too many, they expired or that they haven’t a need for the order. So the delivery needs to be returned either to the department where they were received from or all the way back to the suppliers and the distributors.

Within the pharmaceuticals companies they often send bulk shipments to the nursing units using logistics who manage the supply chain. However sometimes when the order arrives the patient may no longer need them, may have moved to a different department or have been discharged. These items then need to be sent back to their location and received back into the system.

Hospitals don’t have the required reverse logistics systems in house, they simply aren’t designed for this.  Healthcare reverse logistics involves the mapping of the return flow, giving standard times for the returns, defining the cost of the returns and establishing the physical inventory locations. From there the transportation needs to be arranged that will handle the flow of the reverse supply chain affectively.

Saturday, 22 June 2013

The 10 Success Factors in Selling for Salesperson

  1.  Organisational skills
  2.  Personal planning and time management skills
  3.  Personal’s resolve and commitment
  4.  Good communication skills
  5.  Listening Skills
  6.  Follow-up skills
  7.  Ability to adapt your sales technique to situations
  8.  Ability to interact with people at all levels within an organization
  9.  Good sales closing skills
  10. Ability to persuade customer’s objection

Friday, 21 June 2013

Reverse Logistics Role in Pharmaceuticals e-Pedigree and Sterilisation

With so many pharmaceuticals going through the returns process it is clear that reverse logistics can play a big role in improving the security of the healthcare supply chain. Here’s how:

  • Protecting the brand and the consumer through the use of sterilisation and electronic pedigrees. This is important as the WHO have estimated that 10% of global pharmaceuticals include counterfeit drugs. The sale of counterfeit pharmaceuticals generates earnings of around $32 billion per year.
  • By adding pedigree or sterilisation the reverse logistics process can be speeded up as it will be easier to verify the products. The scanning of the product is faster through the entire journey and credit can be applied quicker thanks to timely processing.
Reverse logistics has grown to be a vital part of the supply chain. Without these services now play a huge role in the success and efficiency of a supply chain whether managed internally or through a third party provider.

Thursday, 20 June 2013

Importance of Reverse Logistics in Healthcare

If you look at the below numbers you will learn how important reverse logistics procedures are for the healthcare industry:

1.     It has been estimated by the HDMA that up to 4% of pharmaceuticals distributed from warehouses comes back.  Some of this is then returned for disposition, is destroyed or redistributed either by a third person or the manufacturer.
2.     Out of the approximate 4% of the returned products 1 - 2% will be destroyed that will result in credit being returned for the manufacturers.
3.     Research has shown that that manufactures spend about 4% of the cost of goods sold on reverse logistics and returns.

Return to learn how reverse logistics is able to help secure the supply chain and play an important role in e-pedigree and sterilization.

Wednesday, 19 June 2013

PetProject's HK$1,000 Pet Goodies Treats

Chance to win HK$1,000 pet goodies treat by PetProject.HK! Open for entry now and treat your cat or dog with pet goodies!

Helping Healthcare on a Global Scale

The world is smaller than it ever has been and in this economy it is common place to target the global suppliers and customers. This requires international logistic services that offer an excellent service that remains as cost effective as possible without neglecting the efficiency that is required in the healthcare industry. Using the latest technology it is possible to provide a seamless service that includes everyone from the regulatory agencies to the suppliers and clients.

Now, as a result of the pedigree programs countries such as the USA are considering the sterilisation or e-pedigree of all pharmaceuticals that enter the supply chain within their set boarders. California is the first state to make the move to mandate such procedures. The mandate being introduced is for all prescription drugs should be given unique serial numbers and an electronic pedigree that is initiated at the point of manufacture. This is then maintained throughout the supply chain right up until it reaches the retail level.

The use of this technology will help to monitor the distribution of the goods and protect against counterfeit or lost goods. The new system will also be part of the reverse logistics process.

Tuesday, 18 June 2013

Royale International Legal League 7's

As the anchor sponsor of the Legal League Hong Kong, the Royale International Legal League 7's  tournament had been held successfully in Hong Kong through-out the month of May & June 2013.

Congratulations to the Plate Champion JLeaguers and the Cup Champion French Dragons  and thank you to all the teams, refs and supporters on the active participation, dedication and cheering!

Here we are proud to present and share the highlights on the games.  

For more details on the Royale International Legal League 7's, welcome to visit the League's website at:

The Healthcare Logistics’ Challenges

The evolution of the healthcare industry has many new challenges making healthcare logistics a vital part of the process to ensure people receive the pharmaceutical items they need to stay fit and healthy. Hospitals and clinics also need a constant supply of equipment and drugs so there are no shortages caused by delays. Healthcare logistics includes the planning, implementation and control of a fluid supply chain that may include goods, information and services from one point to another.

This is a huge challenge for any organisation and especially the health care industry as a whole. Not any courier is capable of shipping healthcare provisions. It is important to work with the couriers able to provide the industry specific services required in healthcare logistics such as purchasing, transport, collaboration and warehousing.  This allows medical equipment to be delivered faster thanks to bar code technology which also reduces medical errors and helps to prevent abuse and fraud.

By using a cost effective global logistics service it is possible to save money and pass these savings down the line so patient care costs are kept to a minimum.

Monday, 17 June 2013

Medicine, Healthcare and Pharmaceutical Trends Part Two

  1. Depression and loneliness is a worrying trend. People feel depressed for all sorts of reasons including not fitting in socially or being alone. Depression increases the risk of heart disease and causes many other medical problems. While depression used to be seen as a part of being a human the trend now is further steering towards depression being treated as an illness.
  2. Ethical issues and psychological impacts for donors and transplants will continue to drive ethical discussions.  Innovations are also required when it comes to ethical discussions concerning treatments including anti-suicide pills, artificial hearts, exercise, female Viagra pills, bionic eyes and voice lifts.
  3. Pandemics are a concern and most medical professionals all agree that an epidemic is well overdue. In 1918-19 between 50 and 100 million people were killed by a flu pandemic and although the scale may not be as high it is expected to seriously have an effect on the mental state. 
  4. The government In the US are researching how a combat experience can be put into the minds of air force recruits. Memory enhancement is expected to grow and people are wondering how long it will be before a memory can be downloaded or stored on a machine.
  5. Biosimulations seem inevitable. It appears that we shall be able to use computers and computerised models to design, simulate and test new drugs. This will reduce the time it takes to create and release a brand new drug.

Friday, 14 June 2013

Healthcare Supply Chain

The Healthcare Supply Chain

Ad hoc
  • Supply chain and its management (SCM) practices are unstructured and loosely defined.
  • Process measures are not in place.
  • Jobs and organizational structures are based upon the traditional functions.
  • Individuals’ actions are what make things happen.
  • Basic SCM processes are defined and documented.
  • Order commitment, procurement and other process changes go through a formal procedure.
  • Jobs and organizational structures included an SC management aspect, but are mainly traditional.
  • Functional representatives meet regularly to coordinate with each other and external partners.
  • Managers employ SCM with strategic intent and results.
  • Broad SCM jobs and structures are put in place outside of traditional functions.
  • Cooperation between intra-company functions, vendors and customers takes the form of teams that share common SCM measures and goals that reach horizontally across the supply chain.
  • Your organization, its vendors and suppliers take cooperation to the process level.
  • Organisational structures and jobs are based on SCM procedure.
  • SCM measures and management systems are deeply imbedded in the organisation.
  • Advanced SCM practices are emerging.
  • SC collaboration between legal entities is routine.
  • Advanced SCM practices which transfer of responsibility without ownership are in place.
  • Trust and mutual dependency exist among entities.
  • Horizontal, customer-focused, collaborative culture in place.
Source: 2004, Lokcamy, et al, Supply Chain Management, Vol. 9, No. 2

Medicine, Healthcare and Pharmaceutical Trends Part One

  1. Sleep deprivation can lead to all sorts of problems such as clumsiness, depression and stupidity. Tired All the Time Syndrome (TATT) has been coined as the term for people who are affected by lack of sleep.  Sleep is becoming a major issue and there are clinics opening up that charges people for going in for a nap.
  2. Online information is a huge trend as patients will want to be able to access their records at any time of the night or day. This ties in with smartphone and tablets becoming more and more part of everyday life.
  3. Treatments need to be customised as not all medicines work for all individuals. Diets, medicines and treatments need to be customised and the use of off the shelf diagnosis tools is expected to rise.
  4. The remote monitoring and wireless communications may see an increase in the number of people being give their treatments in their own homes. This trend is being driven by the large amounts of people clogging up hospital beds and the high costs of keeping someone in hospital for monitoring.
  5. More money is being put into ageing related treatments as people are living longer. Anti-agin g surgeries and memory recovering are expected to continue to rise and in-depth discussions about euthanasia are also expected.

Thursday, 13 June 2013

Innovations Changing the Face of Healthcare Part Two

Innovations and keeping up with trends and new lifestyles is one way heal thcare needs to evolve. Yesterday we looked at three new areas including usability, social networking and data mining. Today we have three more innovations that are making sure healthcare continues to evolve.

Home Care
Seniors are looking to stay in their homes for longer and driving is one of the ways they can do so without becoming isolated. Technology continues to put in place new systems that will help individuals avoid being housed in care homes.  Activity monitors are one way but the adoption to this technology is slowed down by concerns over private, accessibility and the cost.  Schedules given via a desk top computer can help patie nts stay on top of their medical regimes and this is an area that is continuing to be developed.

Emotion Sensors
Electrodermal activity is when your body sends signals to the skin, especially on the hands and feet. This information can be collected when deep in thought or when at work. It is associated with our natural flight or fight responses and sympathetic nervous system. Measuring this activity using sensors and wires had its problems so new non-invasive monitoring systems are being developed. Remote systems are being worked on and tested such as the ability to monitor heart rates through webcams. The results can be used to develop treatments.

As individuals feel more comfortable taking to computers wellness counselling can be changed to online systems where the computer talks back to the person. This is good for follow up care, explaining summaries, collecting data and counselling.

Wednesday, 12 June 2013

Innovations Changing the Face of Healthcare Part One

The combination of healthcare professionals, data scientists and economists is always the way to explore and discover new innovations. The Massachusetts Institute o f Technology Future of Health and Wellness Conference showed six exciting examples of how interaction in healthcare could be changing. 

Reality Mining
Using smartphones and tablets to collect information and influence healthy behaviour provides an effective way to mine data. This is a passive form of monitoring that can be carried around with individuals each and every day. The data belongs to the individual who owns the mobile device and the data can be used to predict behaviour such as the likelihood of the individuals in the area developing alcohol problems or diabetes.

Social Networking
Social network is a major form of social influencing. Peer to peer interaction continues to rise and the interaction can influence behaviours.  If one friend tells a person to stop smoking others may also do the same in order to encourage the individual to stop smoking and live a healthier lifestyle. In healthcare there is the potential for individuals to form groups and connect with people that suffer from the same medical conditions.

Making tools that individuals can use easily and that are not boring is the new aim. Booking appointments on phones and tablets should be made easy and fully interactive. Wellness application developers need to consider ease of use as well as attractive user interfaces.
Return tomorrow for three more areas of innovation.

Tuesday, 11 June 2013

Healthcare Trends for 2013 Part Two

  1. Body sensors and devices and reduced technology costs have made analytics become a valuable tool for providing information.  The personal, individual data can be used with genomic data to provide better personalised information and medicine in the future.
  2. Decreases in healthcare costs have been a trend over the past year and increases continue to slow down. These financial matters will have an effect on budgets and healthcare policies.
  3. Shifts in fees for service to fees for value or performance have been seen and this has brought attention to the need of care coordination.
  4. State healthcare exchange will be going live on January 1st 2014. State and federal health insurance is expected to go live in the third and fourth quarters of 2013.  The impact of these changes have on health insurance will be interesting to watch.
  5. Mobile technology such as mini iPads and the Nexus 7 are the ideal size to fit in doctor’s pockets.  Now they are the right size it is possible that they will be used more in healthcare. Physicians will have a new way of finding lab results, images and EHRs using this technology and it will be interesting to watch how it is incorporated into the industry.

Monday, 10 June 2013

Healthcare Trends for 2013 Part One

  1. A new classification scheme is being introduced in October 2013, known as the ICD-10. While this may seem like a long while away the transition needs to start now. All providers should ensure that their IT departments are working on the shift towards the ICD-10 to ensure everything is in place to avoid financial penalties.
  2. Stage 2 Deadlines may be set for 2014 but that doesn’t mean you shouldn’t start working now. There is plenty that needs to be done such as providing patients with online access to view their records; the CPOE and e-Rx. Secure transmission of data is perhaps one of the most difficult challenges ahead.
  3. Pharmaceutical companies are facing a loss in revenue due to many patients no longer taking blockbuster drugs. Patented drugs have taken a blow from generics and this has dented profit margins. Businesses need to react and find solutions to make up their losses and compete in this new environment.
  4. Health clinics are expected to keep growing. These clinics and kiosks provide patients with an alternative way of seeking medical attention rather than visiting their GP. These clinics and kiosks could be located in numerous places such as schools, work premises and pharmacies.
  5. Operating systems for health care records and data must flow both ways to ensure they are kept updated in a timely fashion with real time data made accessible.  Sensors and devices need to be sending date into the HER on the inbound side and on the outbound side analytics is used for the EHR.

Friday, 7 June 2013

Wood and Plastic Pallets Differences - Part Two

Do you need a wood or a plastic pallet? Today we are continuing to look at the differences between the two to help you decide.
How fragile your products being shipped should be considered when choosing between wood and plastic. Wood pallets have fasteners and these can sometimes come loose, risking damage. If you are shipping fragile goods plastic could be the better choice. Weigh up the costs of using a more expensive pallet against covering damage costs to see which the better value is.

Additionally, you might want to choose plastic if the pallets will be used in the display of the goods. You do however need to be aware of fire codes as pallets do burn at much higher temperatures than wood. Remember if you are sending goods internationally you will not have the pallets returned to you. In this case it might be best not to invest in plastic. Get to know the ISPM code regulations so you are aware of the governing rules regarding exports.

Thursday, 6 June 2013

Wood and Plastic Pallets Differences - Part One

When it comes to shipping you have two choices of pallet, wood or plastic. Wood is the most commonly used but plastic is sometimes a more suitable choice. To make your decision you need to understand what the differences are and make the right choice for you. 

One of the main benefits of wood is the fact that it can be recycled, fixed and they are able to hold more weight. The problem is they are not as strong as plastic which are weather resistant, have no fasteners and clean. Plastic pallets are more costly and cannot be repaired as easily as wood; they also have fire safety ratings.

Take a look at your industry; if you operate in a closed loop warehouse plastic can work well. The pallets are able to be returned and reused time and time again to save money. You should also take into consideration the weight of the products that you are shipping. For shipments weight 1500lbs or less you can use plastic but for heavier goods up to 3000lbs wood makes the better choice.

Return tomorrow to learn more about the differences between wood and plastic pallets.

Wednesday, 5 June 2013

How to Optimise Air Cargo Shipments

The rising costs in oil and kerosene along with stricter security, taxes and duties mean it is more important than ever to optimise your air cargo shipments. Here are a few tips to help you optimise your shipments.

1.     Use shipment software solutions that allow you to generate shopping labels and paper work electronically to save time and reduce errors.
2.     Treat your logistics providers as your partners to get the best rates and receive an efficient, fluent service. Use a third party supplier who is able to deal with all of your shipments whether they are international or domestic.
3.     Choose the best option based on the size and weight of your packages to help reduce costs and avoid over payment.
4.     Use a provider that will give you full trace and tracking of your shipment. This transparency allows you to check the shipment is on time and gives you a way of spotting problems.
5.     Make sure you pack your goods and make the most of the pallet space you have available. Be efficient to reduce dimensional weight costs.

Learn more about air freight by visiting

Tuesday, 4 June 2013

How to Manage Fresh Produce Shipments

When it comes to limited shelf life products, the importance of speedy and reliable deliveries increases since the products have to be moved quickly through the supply chain. Failure to transport the goods quickly could lead to them spoiling and the business losing revenue.

Here are some ideas on how you can manage such shipments:

·         Find third party logistics providers who are able to move the shipments quickly. Look for cost effective solutions to reduce the fuel that needs to be used in the deliveries.
·         Create a documented operation procedure so couriers are aware of the rules. This can reduce charges caused by detention charges, loading and unloading and reduces mistakes being made.
·         Create a schedule and stick to it to prevent any delays at the dock.
·         Monitor the temperatures in the warehouse to ensure the products remain at their best for longer. The couriers will have the responsibility of maintaining the temperature once you have shipped the goods.
·         Track the produce on its journey to monitor the progress. If the product spoils you can quickly recall it and save time and money.

Monday, 3 June 2013

Lifestyle Trends of Global Business

Business is always affected by the trends that are adopted in the everyday life of consumers. It’s important for businesses to keep an eye on what is trending. Being an early adopter to these trends will ensure you stay ahead of the competition and don’t get left behind. So what lifestyle trends should you be preparing for?

1.     Networking is bigger than ever and the rise of social networks is something that you cannot afford to ignore. Jump on board and allow consumers to network with you and your products or services directly.
2.     Transparency is a must. You should allow all of your consumers the ability to see all the information that is stored about them as well as the service they are receiving. Where their goods are, when they will arrive are all questions you should be answering.
3.     Time is of the essence and consumers are feeling stronger time pressures giving them less time. Be open to providing services that help to save time.
4.     Mass media continues to rise, think outside traditional marketing options such as radio, print and television and embrace digital marketing too.
5.     Asia is strong and growing in power with increased economic strength. Taking advantage of the growth in Asia is highly recommended.

Are you on top form when it comes to lifestyle trends?