Bài giảng Quản trị logistics - ThS. Nguyễn Thị Minh Hạnh

Logistics Management plays an increasingly pivotal role in today's globalized economy, serving as the backbone for efficient movement of goods, information, and capital across supply chains. The rapid evolution of markets and consumer expectations necessitates a deep understanding and strategic application of logistics principles to maintain competitive advantage. This academic overview introduces the fundamental concepts and critical components of logistics, from its historical origins and definitional complexities to its diverse operational facets. It underscores the profound impact of effective logistics on business performance, economic development, and customer satisfaction, setting the stage for a detailed exploration of this dynamic field.

Sinh viên các ngành Logistics, Quản lý chuỗi cung ứng, Quản trị kinh doanh; các nhà quản lý và chuyên gia hoạt động trong lĩnh vực logistics.

This comprehensive academic material provides an in-depth exploration of **Logistics Management**, structured across eight key chapters. It begins with a **Tổng quan về Logistics**, tracing its historical development, offering diverse definitions from prominent sources, delineating its characteristics, and classifying various **hoạt động Logistics** including military, service, business, and event logistics. A significant focus is placed on the current landscape of **Logistics tại Việt Nam**, highlighting its robust growth, LPI ranking, and the critical challenges related to high **chi phí Logistics** and human resource development. Subsequent chapters delve into specific functional areas, starting with **Dịch vụ khách hàng**, examining its broad concepts, the intricate elements forming a customer service system (pre-transaction, transaction, post-transaction), and robust methods for measurement and evaluation, such as the calculation of **tỷ lệ đơn hàng hoàn hảo** and **tỷ lệ giữ chân khách hàng**. The document also explores modern **xu hướng dịch vụ khách hàng**, including the importance of customer experience and the integration of advanced technologies like AI, chatbots, AR, and VR. Furthermore, **Quản trị kho hàng và tồn kho** is meticulously analyzed, emphasizing the strategic role of warehouses within the **chuỗi cung ứng**, their value-adding capabilities, and different classification types. The curriculum also encompasses crucial topics like **Hoạt động vận tải**, **Logistics toàn cầu và Incoterms**, **Hệ thống thông tin và E-logistics**, and **Phân tích và đo lường hoạt động Logistics**, providing a holistic framework for understanding and optimizing complex **chuỗi cung ứng** operations. This structured approach aims to equip learners with practical knowledge for enhancing efficiency and competitiveness.