Learning Without Scars provides comprehensive online learning programs for professionals starting with an individualized skills assessment. These assessments allow us to then create a personalized employee development program. From their assessed skills, the employee is asked to select from classes designed for their skill level, thus allowing them to address the gaps in their knowledge. Employees can move through four categories of progress: Developing, Beginning, Intermediate, and Advanced.

LWS: Customer Service Market Capture WDC (ENG)

The parts and service businesses within the construction equipment Industries has never had a precise method to calculate the share of the labor market for a specific brand. To some degree this has allowed the service business to operate without a critical performance measure being in place.

This program married the market potential, which is covered in another class, with the actual sales for a dealership for a specific brand. The market potential model allows a dealer to calculate the potential consumption of labor on specific machines. That, together with the actual service sales, allows a calculation to be done arithmetically that determines the percentage of a customer business obtained by a dealer.

This class provides a detailed methodology to calculate the share of the market the dealer obtains. This is the market capture rate that the dealer obtains in the labor business. Ideally, we would be able to perform this calculation by machine model.

Similarly, we touch on the “mean time to failure (MTF)” statistics provided by the OEM’s for their products. With territory potential, market capture we can drive market coverage methods which with the MTF the sales force can be targeting customer needs in a timely manner. This program covers all the details and methods required to perform the calculations required to measure market capture.

LWS: Customer Service Absorption WDC (ENG)

Customer loyalty is crucial when it comes to your success in your business. In the midst of managing the parts business for the highest levels of customer loyalty, we often overlook the profitability of the parts business.

The profits provided by the parts business goes to cover the expenses and costs of operating the business. This is the contribution of profit to the business. This is all very straightforward, of course. But where we all clearly understand the contribution of profit to the business, absorption is something that is less clear.

In the 1950s, the model of Absorption was developed as a way of managing profits and expenses in the parts business. This important class offers clarity in the financial aspects of a fiscally healthy parts business, and how it positively impacts the overall strength of the dealership.

LWS: Customer Service Balanced Scorecard WDC (ENG)

In the service business we communicate with the marketplace in a variety of methods. We deal with various systems, manually and technologically. We have a responsibility to serve and retain customers while at the same time we have to make money for the business. This is a complicated business.

To assist us in managing the business and help us implement our company strategy we use a business tool that is called the “Balanced Scorecard.” The Balanced Scorecard was developed in the 1990s, designed for use in the planning and implementation of a company’s strategy. The scorecard looks at your business from four directions; finance, internal, innovation and customer. From this vantage point the company can develop a strategy as part of their operating plan.  These plans are meant to help a company achieve its goals.  If a plan cannot be agreed upon and effectively executed, a business cannot effectively reach its goals.

In this class, you will learn the ins and outs of this valuable tool, and the costs we pay in our business when we fail to execute our plans for success in our market.

LWS: Introduction to Supply Chain Management (ENG)

This lecture offers an in-depth exploration of SCM’s pivotal role in modern business. SCM involves the comprehensive management of all processes related to sourcing, procurement, production, and logistics to ensure that goods and services are delivered to customers efficiently, cost-effectively, and with high quality. The lecture underscores the complexity and dynamism of today’s global supply chains, requiring businesses to adopt sophisticated strategies and technologies for effective management.

Key components of SCM discussed include suppliers, manufacturers, distributors, retailers, and customers. The lecture explains how these elements interconnect to form a seamless, efficient supply chain that not only reduces costs but also enhances operational efficiency and customer satisfaction. Effective SCM is portrayed as a critical factor for businesses seeking to gain a competitive edge in the market, as it enables them to respond swiftly to changes, optimize resource use, and maintain high service levels.

Additionally, the lecture highlights the importance of risk management and sustainability in SCM. It discusses how companies can proactively mitigate risks associated with supply chain disruptions and adopt sustainable practices to minimize environmental impact, thereby enhancing brand reputation and meeting regulatory requirements.

Overall, the lecture positions SCM as an essential discipline for businesses aiming to achieve long-term success in an increasingly interconnected and competitive global marketplace.

LWS: Supply Chain to Processes (ENG)

This lecture provides an in-depth overview of the core activities essential for effective supply chain management, including sourcing, manufacturing, distribution, and returns. Each process is vital to ensuring the smooth flow of goods, information, and finances from suppliers to customers, ultimately enhancing efficiency and customer satisfaction.

The lecture begins with sourcing, emphasizing the importance of selecting reliable suppliers and negotiating favorable contracts to ensure a consistent supply of quality materials. Effective sourcing is foundational for the efficiency of the entire supply chain.

Manufacturing is highlighted as the central process where raw materials are transformed into finished products. The lecture covers production planning, quality control, and maintenance, all of which are crucial for maintaining high productivity and minimizing costs.

Distribution involves the storage, transportation, and delivery of products. The lecture explains how optimizing these activities reduces logistics costs and ensures timely delivery, thereby improving customer satisfaction.

Finally, the lecture covers returns management, focusing on efficient handling of returned products to minimize waste and support sustainability efforts.

Overall, the lecture underscores the importance of mastering these processes to optimize operations, reduce costs, and enhance competitiveness in the global market.

LWS: Demand Forecasting (ENG)

This lecture outlines the critical role of predicting customer demand in supply chain management. Accurate demand forecasting is essential for optimizing inventory levels, improving production planning, enhancing supply chain efficiency, and supporting strategic decisions. This lecture builds on earlier lessons by exploring various forecasting techniques, best practices, and tools to help companies generate reliable forecasts.

The lecture emphasizes how accurate forecasting aligns business operations with market demand, helping companies maintain optimal inventory levels and avoid the pitfalls of stockouts and overstocking. It also enhances production planning by ensuring resources are allocated efficiently, reducing waste, and improving overall productivity.

Different forecasting methods are discussed, including qualitative approaches like expert opinion and market research, and quantitative methods like time series analysis and causal models. The lecture highlights the benefits of combining these techniques for more accurate forecasts.

Key best practices include maintaining data quality, continuous monitoring of forecasts, fostering inter-departmental collaboration, and utilizing scenario planning. The role of advanced technologies like machine learning and AI in improving forecasting accuracy is also emphasized.

The lecture concludes by addressing the risks of poor demand forecasting, such as stockouts, overstocking, and financial instability, underscoring the importance of robust forecasting practices for long-term business success.

LWS: Inventory Management (ENG)

This Inventory Management course provides an in-depth exploration of the key concepts, techniques, and challenges associated with managing inventory within a supply chain. It begins by highlighting the critical role inventory management plays in balancing supply and demand, optimizing operational efficiency, and ensuring business continuity. The course covers various types of inventories, including raw materials, work-in-progress, finished goods, and safety stock, explaining their importance and management challenges.

It delves into essential inventory control techniques such as Just-In-Time (JIT), Economic Order Quantity (EOQ), and ABC Analysis, offering insights into how these methods help companies maintain optimal inventory levels and minimize costs. The course also addresses the challenges faced in inventory management, such as demand variability, lead time uncertainty, and the risks of stockouts and obsolescence, particularly in the context of recent global disruptions like the COVID-19 pandemic.

Additionally, the course emphasizes the importance of integrating inventory management with other supply chain processes, such as demand forecasting, procurement, and distribution, to enhance overall efficiency. Advanced inventory management tools and technologies, including inventory management software, RFID, and automated replenishment systems, are also discussed as solutions for optimizing inventory performance in a dynamic market environment.

LWS: Introduction to Marketing Principles (ENG)

In this lecture, I will be giving you an overview of the principles of marketing. The marketing process will be where we start to demonstrate a relationship between several concepts we will be discussing, during this LECTURE series. Marketing at its most basic level aids in the exchange of value between producers and consumers and whenever two parties exchange, they have a relationship. In the first lecture, the focus will be on the aim of marketing, to generate profitable relationships, by understanding customer needs, designing customer-driven marketing strategies & managing those connections.

LWS: Ventes En-Magasin – Évaluation (FRE)