CILT – International Certificate in Logistics And Transport

Gain the International Certificate in Logistics & Transport

The Chartered Institute of Logistics & Transport’s

International Certificate in Logistics & Transport Dusit Thani Hotel, Dubai, UAE You can join each course on its own without having to commit to the full series – whatever suits your career path!

Updated

4 Exclusive Logistics Training Courses Course One

Customer Service And Quality Management For Logistics Professionals

Complete the entire series, essential for logistics professionals and gain vital skills and knowledge to enhance your career and capabilities.

12 – 14 May 2012 Course Two

Managing The Logistics And Transport Operations 15 – 17 May 2012 Course Three

Managing Finance And Resources In Logistics 8 – 10 September 2012 Course Four

Managing Freight And Warehousing Operations 11 – 13 September 2012

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Organised by:

The Chartered Institute of Logistics & Transport The Chartered Institute of Logistics & Transport is a worldwide organisation with an established international pedigree. With over 33,000 members working in over 100 countries, the CILT spans the globe. It is an organisation that offers significant benefits to all its members.

Established in 1919 and receiving its Royal Charter in 1926, the Institute has an exciting history behind it, but is always adapting to stay consistent with current logistics and transport issues. The Institute’s Patron is HRH Queen Elizabeth II. The principal objective of the Institute is “To promote and encourage the art and science of logistics and transport”. The Institute achieves this objective through both its membership and its educational qualifications.

Membership provides a professional identity to those in the logistics, transport and supply chain sector and international recognition. The Institute’s professional qualifications educate not only those already in the sector, but also those wishing to enter into it.

The Institute is represented worldwide with national councils and institute branches.

New members gain access to a unique source of support, knowledge, and networking, to assist them to develop, and to succeed throughout their professional life. Members share similar goals and interests as well as challenges and concerns. Joining together as an organisation, members gain the ability to help each other by exchanging ideas and experiences. In addition, as a group, they have more power to impact outside elements that may have a bearing on their sector, such as national or state legislation.

The Chartered Institute of Logistics & Transport’s

International Certificate in Logistics & Transport In conjunction with the Chartered Institute of Logistics & Transport, IIR Middle East is proud to offer a linked series of training courses leading to the award of the recognised International Certificate in Logistics & Transport.

The International Certificate in Logistics & Transport is designed for first line managers and supervisors working in the field of logistics and transport.

It is designed to increase knowledge, skills and confidence as part of the managerial role for a junior manager in the logistics and transport field.

The qualification meets the knowledge standards for membership (MILT) of the Chartered Institute of Logistics &Transport, subject to a minimum of 3 years experience in the logistics and transport field.

The qualification consists of four courses. All courses are core courses, which all delegates must complete to be eligible for the CILT Certificate.

Each course is set out in terms of topics, which are then broken down into knowledge and competencies. The knowledge areas indicate what a candidate should know on completion of each course. The competencies show what a candidate should be able to do on completion of each course.

The key learning points and coverage are intended to show what will be covered in any course.

By focusing on knowledge and the application of that knowledge you can apply what you have learnt in the workplace immediately. The use of both local and international case studies, and the emphasis on local legislation, rules and regulations ensures that the qualification is relevant and of benefit of both you and your organisation.

Each course in the series is a ‘stand alone’ course providing its own benefits. To be eligible for the CILT International Certificate in Logistics & Transport you must complete all four courses.

The assessment criteria for successfully completing the certification will require demonstration of a good level of knowledge during each course. No separate exam needs to be taken.

For those courses that are taken as a ‘stand alone’ course you will receive an IIRME Certificate of Achievement

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Programme Timings: All courses will have registration at 07:30 on the first day. The courses will commence at 08:00 and finish at 15:30. There will be breaks for refreshments and lunch at appropriate intervals.

Course One

Customer Service And Quality Management For Logistics Professionals 12 – 14 May 2012 • Dusit Thani Hotel, Dubai, UAE Course Overview

Key Learning Points

Coverage

Service Sector Organisations

Generic features and key differences between service organisations and others Specific issues relating to transport/logistics organisations; main types and features of range of transport/logistics services

Customer Service

Developing a customer focus and customer service culture Requirements of internal and external customers

Service Quality

Understanding quality; requirements for developing and maintaining quality Setting quality standards

Total Quality Management

Main features of quality management systems Policy requirements and related changes in organisational culture

The highlights of this course will be to: • Identify key components that promote customer retention and loyalty • Describe the practices of a world-class customer service provider and model their own performance on those practices • Utilise interpersonal skills as vital tools in the provision of customer service • Develop a customer-focused mindset for continuous improvement • Improved conflict resolution skills

Determining Service Standards

Internal and external approaches to quality Balancing organisational and customer requirements; competitor analysis Developing and using relevant performance indicators

Quality Control And Quality Assurance

Conformance and performance quality systems Objectives and requirements of quality assurance and Quality control

Methods Of Analysis

Statistical process control techniques: uses of process Flow- charts; cause and effect analysis; failure mode analysis for understanding problems and developing solutions

Course Content

Costing Systems

Costing the different elements of quality management

Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork.

It requires well–trained customer service professionals who have a passion for providing quality service. This dynamic course emphasises the professional communication skills and actions that create the foundation for continuous improvement.

In today’s customer-oriented business environment, “people skills” are critical for career advancement and organisational effectiveness.

This course emphasises on the importance of providing customer service excellence in a competitive environment, offering proven strategies for service recovery and negotiation techniques for dealing with difficult customers in a professional manner.

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The PAF Model: Prevention elements: design, specification, planning, quality assurance, inspection and training

The service sector Customer service The service environment Quality management The cost of quality Communications and administration Benchmarking

Appraisal Elements: Evaluation and monitoring against standards, verification and audit processes. Internal failure costs: investigation of causes, rectification, waste, scrap, re-inspection. External failure; repair, warranty claims, returns-handling, loss of goodwill, legal consequences Process Model: Establishing costs of conformance/nonconformance. Includes definition of processes, identification of all elements, categorisation and cost-allocation

Who Should Attend?

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Customer service professionals Team supervisors Frontline customer service representatives Account managers Field service representatives

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Management Information Systems

Role and functions of Management Information ( MI) Types of management information – internal and external sources. Information gathering methods. Use of information technology and aims of relevant systems

Administration

Importance of records in quality and customer care.

Types of records, purpose, relevance to customers

Role Of Communications In Customer Care

Different types of customer information. Uses of different channels and media for specific purposes

Benchmarking

Basic definition, types, general aims, benefits, stages of process

Legal Requirements

Data protection or relevant national regu4ctions about maintenance of security. Client and commercial confidentiality

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Course Two

Managing The Logistics And Transport Operations 15 – 17 May 2012 • Dusit Thani Hotel, Dubai, UAE Course Overview When people who are in charge of logistics look at how to improve their work, they are mostly concerned with speeding up the transportation of parts and decreasing machine time. Supply chain management is as old as trade itself. New information and communications technologies have made today’s supply chain better, faster and cheaper. This can be critical to a company’s financial success in terms of revenue, cost and asset productivity.

Today there is an urgent demand to develop a process to respond to the different requirements of each customer.

This implies a dynamic paradigm driving through companies which can be vital to the strategic health of every product-based company.

Key Learning Points

Coverage

Different Organisational Structures

Aims and objectives of organisational structure Influences on structure Problems arising from unsuitable or poor structure Types of structures [tall, flat, centralised, de-centralised] Span of control and chain of command Internal relationships [line, functional, staff, lateral] Main structural forms [functional, geographical, divisional, project, matrix]

Planning, Controlling And Decision-Making

Role and function of planning Types of planning processes [operational/tactical/ strategic] Planning and control cycle Information needs for planning Decision-making process Decision models

Goals And Objectives

Role and functions of goals Role and functions of corporate and functional objectives

Stakeholders

Internal and external stakeholders Meeting stakeholders’ needs and expectations Managing stakeholder conflicts

Internal And External Communications

Decisions about internal and external communications Internal and external environmental influences Types of communication

Information Systems And Technology

Role and function of management information systems Types of data and systems

Marketing Policy And Planning

Requirements for gaining and maintaining competitive advantage

Analytical Models

[PEST, SWOT, 5 Forces]

Marketing Needs

Elements of market research “4 P’s” model

Ethical Issues

Principles of social responsibility for organisations Codes of practice Individual responsibility

Legal Framework

National and international sources of law Types of law

Principles Of Business Law

Requirements for setting up different types of organisations Key legal documents and processes Bankruptcy and liquidation processes Main elements of law relating to contracts, agency and employment

Logistical management is the management of materials, information, technology and funds from the raw material supplier to the consumer. This can be different from the rest of the operations management literature.

The benefits from efficient control and administration of operations and transport vehicles can be substantial.

The course covers different transport modes of road, sea and air and looks at the day to day basic operational procedures to be carried out in managing a fleet of road vehicles used for freight transport.

It then explores how to run these transport operations more productively, including an overview of the legislation and regulations involved. It will give you a structured approach so delegates can analyse and then improve their transport operations.

Course Content n n n n n n

The business of logistics and transport The external environment Planning processes Management information systems and technology Communications Legal and ethical issues

Who Should Attend?

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Those who need to develop their understanding of logistics and supply chain management and who are looking for business gains and benefits from managing their supply chains more effectively Those new to managing freight, logistics and transport Those non transport people who need to gain an awareness of the issues and key drivers of road freight transport operations Transport and distribution supervisors/managers who need a “confirmation” of their current operations

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Course Three

Managing Finance And Resources In Logistics 8 – 10 September 2012 • Dusit Thani Hotel, Dubai, UAE Course Overview This course provides an introduction to finance for those who have no prior knowledge of this business area.

It is designed to train you to support operational and financial processes. Those attending this course will gain a clear understanding of the essential terminology of finance and how to manage the company resources.

You will also learn the principles and techniques of managing resources in a logistical operation through practical examples and exercises.The overall aim of the course is to ensure that those who attend will be able to perform more effectively and efficiently within the workplace.

The highlights of this course will be • The basic principles of finance clearly explained • Knowledge and confidence in finance for a range of business transactions will be developed by using straightforward worked examples • Simple but effective tools for analysing your business performance and position • Basic cost accounting principles that help to ensure your business is efficient and profitable • How and why the use of budgets can help to achieve overall business targets and objectives

Course Content n n n n n n n n

Managing people Developing people Change management Managing finance Costing and budgetary control The commercial transaction process Company final accounts Managing information and communication technology

Who Should Attend?

• • •

Administrators and operation officers Executive, administrative professionals and support staff Anyone wishing to increase or update their awareness and understanding of finance and resources terminology

Key Learning Points

Coverage

HR Policy And Planning

Strategic objectives Analysis of labour supply and demand Planning framework and process Main legal requirements

Principles Of Motivation

Basic motivational model Main theories [Maslow/Herzberg/MacGregor/Handy]

Effective Communications

Stages and processes Barriers Strategies for reducing impact of barriers

Implementing And Managing Change

Reasons for change Recognising the performance gap Types of change [Incremental/transformational/planned/unplanned] Planning, implementing and monitoring change process Main barriers

Training And Development

Role and functions of training and development Training policy: categories of staff/priorities/purpose/ timing and methods

Sources Of Business Finance

Long-term and short-term funding Debentures, venture capital, government grants, loans, overdrafts, debt-factoring, creditors, deferred taxation Funding of assets [purchase/lease/hire]

Financial Management And Control

Main financial control documents [Balance sheet/trading and profit & loss account] Types of costs and cost centres

Budgeting Processes

Commercial Transactions

Business documentation [estimates/quotations/invoices/statements/debit and credit notes/advice and delivery notes]

Financial Indicators

Financial ratios [current/liquidity/debt-equity] Return on Capital

ICT In Organisations

Advantages of information technology Using the internet

Main Applications

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Types of budgets [capital/revenue/cash-flow/ zero-based/one- year/rolling] Relating objectives to cost budget Budget monitoring and control Variance analysis and correction

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Principles of EDI/EPOS/E-commerce MRP/warehouse management/routing/scheduling/ ;service planning

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Course Four

Managing Freight And Warehousing Operations

Key Learning Points

Coverage

Structure And Organisation Of Freight Industry

Characteristics of national freight industry Organisation of transport operations for hire and reward and own account Access to the market

Modal Choices Relating To Types Of Demand And Goods

Modal characteristics Modal advantages and disadvantages for different journeys and cargoes

Packaging, Handling And Labelling Requirements

Legal requirements for safety of people, goods and environment

Rates And Charges

Costing systems Types of costs Cost-allocation and recovery Profit requirement Rate quotation schedule Time and distance-based charges Charge-out rate

Documentation

Function of main documents used in national and international commerce

Freight Insurance

GIT insurance requirements Hague and Hamburg rules CMR Incoterms

International Organisations And Conventions

Role and functions of IMO, IATA, ICAO and other relevant organisations Provisions of ATP and AIDR and other relevant conventions

Customs Processes

Requirements for DTI/customs input, local control, manual and period entry, simplified procedures, pre-entry, low-value procedure and non-statutory procedure Use and types of permits Use and types of comets: TIR/ATA

Freight Agents And Subcontractors

Role of third party contractors in freight forwarding and groupage operations

International Journey Planning

Intermodal transport operations Containerised cargo Accompanied and unaccompanied movements

Information Needs

Role of information Types of information relating to driver, vehicle, load, transport mode and customer

Service Planning

Service standard Control systems Communications

Training Needs

Types of training Legal requirements Training ,ethods

Role And Functions Of Warehouse

Receiving/storage/order-picking/consolidation/packing/ dispatch/loading

Resource Requirements

Business targets and objectives Planning, allocating and coordinating work Internal and external sources of information Types of equipment Information technology and systems Space requirements Administrative, maintenance and storage facilities

Costing

Types of costs and cost centres Cost recovery and charges

Administration

Requirements for staff, equipment and stock records

Operational Problems And Solutions

Matching resources to service needs Planning and controlling operations Contingency plans

Safety And Security

Legal requirements for safe operation of equipment Maintenance and repair schedules Equipment and procedures for site security Safe storage, handling and packaging facilities and procedures

Service Monitoring And Contro

Setting and monitoring service standards Coordination with other department

Storage Needs

Facilities for temporary, reserve and working stocks Special storage requirements

Stock Management And Control

Stock control policy Identification: classification of stock items, bar coding Categories of stock and lead times ABC analysis Stock rotation principles: LIFO, FIFO, fixed and random location stockturn

Stockholding Costs

Costs of acquisition, storage, administration and insurance and opportunity cost of stockholding

11 – 13 September 2012 Dusit Thani Hotel, Dubai, UAE Course Overview International trade has been carried out by many companies for many years. In recent times however, the growth in international sourcing/importing has meant that many companies have found they do not have the appropriate knowledge and know how.

This course looks at the essentials of international trade and freight transport and logistics management. It will give a structured approach so you can analyse and then improve your international trade and freight operations.

Course Content n n n n n n n n n n n n n n n

The structure and organisation of the freight Modes and modal choice Regulation and control of transport Legislation Intermodality International bodies and conventions Rates and charges Customs processes Principles of warehouse design and layout Storage and equipment Order picking Inventory issues Service and administration Waste management Safety and training

Who Should Attend?

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•

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•

•

Professionals having responsibility for buying from overseas and for forwarding/import activities Traffic managers, forwarding managers, shipping managers, logistics/supply chain managers and expeditors Existing managers/supervisors, who need a “confirmation” of their current operation Supply, buying, purchase, logistics, materials and supply chain managers Those who are looking for business gains and benefits from managing their supply chains more effectively

Course Four Includes Site Visit Experience The Latest Technologies Live Visit At Dubai Logistics City During the Managing Freight and Warehousing Operations course you will visit the state of art logistics centre. The aim of the site visit is to view various examples of highly modern equipment. Demonstrations of equipment include radio frequency solutions, mobile picking stations, RFID, automated shuttles and much more.

New Logistics Centre The extraordinary acceptance of the logistics centre in Germany has encouraged EPS to focus on the development of an additional Logistics Solutions Centre in Dubai. Like the E+P logistics center in Germany, it will be a well equipped training center for know-how transfer, practical demonstrations and handling of latest technologies.

At the LSC, all current warehousing processes are experienced and tested in real-time. Optimisation options can be demonstrated, the latest technologies can be tested by the customer for the practical application in their warehouse.

The Warehouse Management System LFS depicts and supports all warehouse processes and the latest technologies such as Pick-by-Voice, Pick-by-Light or RFID, are also included. These technologies are already integrated and are available for demonstration at the Logistics Centre. The aim is to demonstrate the industry standards of tomorrow. Take advantage of this head-start, and attend this course to visit LSC for a live demonstration.

Programme Faculty Course Leader For Course One Oxana Andreeva is an experienced, versatile learning and development professional and business coach with almost 15 years’ worth of experience in different industries in the corporate arena in Europe and UAE. She specialises in management and leadership, sales and marketing and delivering customer service excellence. She has deep understanding of the challenges of personal development in the professional service sector and enables talented professional to excel in what they do through coaching, mentoring and training.

Oxana has worked with a diverse range of clients in business and non-profit sector. She believes passionately in the power of coaching to ‘make the difference’ and to act as a catalyst for positive and lasting change for individuals, teams and organisations. Oxana brings empathy, support and challenge to her trainings and coaching, and is known for her ability to create an inspiring and motivating place for her clients. She is a make-it-happen person, who values an action-centred approach to getting things done. People find Oxana intelligent, warm and easy to get on with. She listens well to others’ needs and is confident in her approach.

Oxana has a degree in commercial economy and she is a professionally qualified coach, having trained with Europe’s largest coaching institute (The Coaching Academy in London).

Course Leader For Course Two André N. Verdier, FCILT André is an experienced Supply Chain and Logistics, IT and Operations Management Consultant. His career spans more than 30 years where he held senior management positions in highly reputed companies such as Hewlett-Packard, AT&T, General Electric, i2 Technologies, DHL, Itsalat International and MRM-Global Ltd. and sector experience in Electronics, IT, Computer Manufacturing, Telecommunications, Semiconductors, Consumer electronics, Logistics and Transportation, Automotive, Oil and Gas, Software Development and FMCG. With a background in Electrical Engineering and Electronics André went on to qualify further in Supply Chain Management and Project Management. André was involved in the design and development of computer systems, operating software, applications and technology solutions at various stages during his career. He has extensive ERP and business solutions experience. As Consulting Practice Lead for the Hi-Tech, Automotive & Industrial, Telecom and CPG industries he worked closely with the development teams to design, create and implement bespoke customer Supply Chain visibility solutions.

André has been involved in several Design, Build and Operate Logistics projects in the GCC for well reputed global companies. This included the DBO for the Warehouse and Transport operations of one of the largest oil companies and the expansion, re-design, build and operation of one of the largest automotive spare parts facilities and distribution transport networks in the region. In this capacity he planned, procured, operated and managed transport fleets up to 1500 vehicles.

He is a regular speaker and chairperson in Supply Chain, Logistics and Procurement conferences, Universities, Management Schools, trainings and seminars.

André is a Chartered Fellow of the Chartered Institute of Logistics and Transportation (CILT) for which he is a Consultant in CILT UAE and GCC. He is the President of the Executive Committee of the Supply Chain and Logistics Group (SCLG) Middle East, a Director of the Board of SCLG Ireland, a roundtable officer of the Council of Supply Chain Management Professionals (CSCMP) Dubai Chapter and a member of the Chartered Institute for Procurement and Supply (CIPS). André is an active member of the Project Management Institute (PMI) Middle East Chapter.

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Programme Faculty Course Leader For Course Three Nigel Devenish is an experienced supply chain architect with over 20 years in the supply chain working with internationally recognised 3PL/4PL’s and holding senior positions ranging from commercial director to operations director. He formed Macdui Business Solutions (MBS) in 2010 in Ireland dedicated to providing knowledge capital and thought leadership solution design business, bringing real collaboration and operating benefits to businesses both nationally and internationally creating tangible commercial alternatives from the smallest to the largest sized organisations. He has also accepted a role within MRM Ltd and joined forces with Dr Dermot Carey and his team as they expanded their organisation as part of a global initiative where their service offerings provide full end to end procurement and supply chain support.

He holds a number of strategic and advisory roles. He is an Executive Director of the Supply Chain Logistics Group (SCLG). He is a regular speaker at conferences as well as a contributor to various trade articles.

Nigel’s experience includes solution design that blends collaboration with numerous functional stakeholders both regional and global incorporating the external vendor community. Providing insight into current and future distribution and logistics market trends, ensuring innovation helps to improve the existing SCM in terms of reducing cost, improving service to drive a more agile supply chain.

Strategically Nigel has undertaken strategic planning, gap analysis ‘as-is versus to-be’ modelling and associated road mapping to implement.

Inclusive of logistics/network optimisation derived from performance data analysis, SCM modelling, and financial modelling in support of logistics optimisation. This includes developing and implementing total landed cost models that track margin for key SKU’s and key customers, using results to identify opportunities to improve service for key accounts with minimal impact on margin.

Course Leader For Course Four Alex Borg is the Regional Director of Chartered Institute of Logistics and Transport (UK) for the UAE and GCC region based in Dubai.

Alex is a chartered trainer and consultant in logistics and supply chain management.

Alex is also managing partner of SSM Group Ltd., a company based in Malta with joint offices in UK and UAE. He is a qualified procurement and supply chain professional with twenty years of extensive hands on buying and logistics management experience within complex, rapidly changing, cost conscious and customer service environments. A self-motivated individual with proven ability to work with front to end users in developing effective procurement, contract and supply chain strategies, whilst developing strong partnerships with suppliers in the implementation and enhancement of outsourcing programmes. Accustomed to managing all levels of expenditure; utilising best practice methods; management of negotiations; contract formation, implementation and category management; supplier appraisal schemes; forward scheduling, hands-on knowledge WAS and the management of procurement and supply chain operations.

Alex is a member of Chartered Institute of Purchasing and Supply (U.K), Chartered Institute of Logistics & Transport, Malta Institute of Management, GS1 International and Foundation for Human Resources Development (FHRD) He is also involved in various consultancy projects and assignments after being entrusted by various public and private organisations in Europe, North Africa, Middle East/Gulf region and South East Asia.

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International Certificate in Logistics & Transport Dusit Thani Hotel, Dubai, UAE FIVE WAYS TO REGISTER +971 4 335 2437

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DISCOUNTS AVAILABLE FOR 2 OR MORE PEOPLE CALL – +971 4 335 2483 E-MAIL – a.watts@iirme.com Event & Date Customer Service And Quality Management For Logistics Professionals 12 – 14 May 2012

Event & Date Managing The Logistics And Transport Operations 15 – 17 May 2012

Event & Date

Code

Managing Finance And Resources In Logistics 8 – 10 September 2012

Event & Date

1 early bird rate st

Before 23 June 2012

BC4316

Code

Managing Freight And Warehousing Operations 11 – 13 September 2012

US$ 3,095

1st early bird rate Before 23 June 2012

BC4318

US$ 3,095

Code

Final Fee

BC4317

US$ 3,495

Code

Final Fee

BC4315

US$ 3,495

2 early bird rate nd

Before 14 July 2012

US$ 3,395

2nd early bird rate Before 14 July 2012

US$ 3,395

BC4315 / BC4317 / BC4316 / BC4318

Would you like to run this course in-house?

Save training $$ and create learning experiences relevant to your business. To customise this course and increase value and impact, contact Leigh Kendall on +971 4 407 2624 or email the team at cts@iirme.com

Final Fee US$ 3,495

Final Fee US$ 3,495

All registrations are subject to our terms and conditions which are available at www.iirme.com/terms. Please read them as they include important information. By submitting your registration you agree to be bound by the terms and conditions in full.

Payments

Course fees include documentation, luncheon and refreshments. Delegates who attend all sessions and successfully complete the course assessment will receive an IIRME Certificate of Attendance.

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A confirmation letter and invoice will be sent upon receipt of your registration. Please note that full payment must be received prior to the event. Only those delegates whose fees have been paid in full will be admitted to the event. You can pay by company cheques or bankers draft in Dirhams or US$. Please note that all US$ cheques and drafts should be drawn on a New York bank and an extra amount of US$ 6 per payment should be added to cover bank clearing charges. In any event payment must be received not later than 48 hours before the Event. Entry to the Event may be refused if payment in full is not received.

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If you are unable to attend, a substitute delegate will be welcome in your place. Registrations cancelled more than 7 days before the Event are subject to a $200 administration charge. Registration fees for registrations cancelled 7 days of less before the Event must be paid in full. Substitutions are welcome at any time.

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Dusit Thani Hotel, Dubai, UAE Tel: +971 4 343 3333

Accommodation Details

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