18 SCPro Fundamentals Organizations Packet

SCPROTM FUNDAMENTALS CERTIFICATIONS
GIVE YOUR EMPLOYEES ACCESS TO STATE-OF-THE-ART

TRAINING AND CERTIFICATION PROGRAMS
Organizations that invest in the training and development (T&D)
of their employees at all levels benefit by having stronger talent
pools, increased retention, lower turnover, higher employee
satisfaction rates and, ultimately, healthier and stronger
organizations.
• More than 70 percent of organizations cite “capability gaps” as one of their top five
organizational challenges (Bersin, 2014).
• Top companies (defined as “mature companies”) spend 34 percent more on T&D than their
less mature counterparts (Bersin, 2014).
• Certification can increase the lifetime earnings of a professional by nearly 8% or over

$100,000*.
*Study done by eLearning Salary & Compensation Report and Georgetown University.
94% 90%
of employees would stay at a of companies offer
company longer if it invested in digital learning today
their career development
58% 58%
of employees prefer to learn of employees prefer to learn
at work at their own pace
49% 56%
of employees prefer to learn of employees say that they
at the point of need would spend more time learning
if their manager suggested a
course to improve skills
2018 Workplace Learning Report

CUSTOMIZE TALENT DEVELOPMENT
Your organization can offer a turnkey program to help train entry and mid-level supply chain management
professionals.
Eight training certification tracks can be taken individually or in various combinations to increase expertise in
the areas of:
• Supply Chain Management Principles • Demand Planning
• Customer Service Operations • Inventory Management
• Transportation Operations • Manufacturing and Service Operations
• Warehousing Operations • Supply Management and Procurement
INCREASE YOUR TRAINING AND DEVELOPMENT

OFFERING WITH EASE
Organizations can add SCPro™ Fundamentals certifications to any talent program already in place.
Some benefits include:
Custom Branded Landing Pages – your employees see your organizations logo and graphic.
“Companies throughout the nation are focusing on increasing access to middle-skilled

jobs, like logistics. We at Honda Logistics are doing this by strengthening and expanding
successful training programs and aligning them with the required needs and industry
standards. In collaboration with CSCMP and the SCPro™ Fundamentals training program, we
have prepared our Associates for this rapidly growing and highly diverse field, as well as,
helped our region realize its global supply chain vision. Nationally, over 200 of our workers
have been trained and certified through this program, and that includes nearly 170 associates
right here in Ohio.”
Kim Miller,
Training & Development Asst Manager,
Honda Logistics North America
333 East Butterfield Road, Suite 140 | Lombard, Illinois 60148-5617 USA
phone +1 630.574.0985 | fax +1 630.574.0989
20k 2k 72k 8.2k

cscmp.org | cscmpedge.org | membership@cscmp.org
SCPROTM FUNDAMENTALS: TRACK DESCRIPTIONS &
LEARNING OBJECTIVES
SUPPLY CHAIN MANAGEMENT PRINCIPLES

CERTIFICATION
The Supply Chain Management Principles certification Learning Block 2
track is a great place to start and is considered to be Supply Management and
a ‘launch pad’ to begin your supply chain educational
and certification process. It provides a high-level Procurement Overview
overview of each of the functions in a supply chain. Recognize the importance of procurement
After you complete this track, you will have a broad Describe the procurement process
appreciation for how each of the individual supply
chain functions operate and how they are ‘linked’ in Understand the application of a weighted scorecard
a chain to enable organizations to plan and execute List key procurement terms
product and service delivery to achieve customer
Understand different types of buyer-supplier relationships
satisfaction. Since all of the remaining seven
certification tracks are introduced at a high level in Define the concept of strategic sourcing
Principles, this might spark your interest, enthusiasm,
Understand the importance of the total cost of ownership
and choice for your next track enrollment.
• Discuss the functions in a supply chain Learning Block 3
• Define SCM Warehousing Operations Overview
• E xplain how supply chains must be integral to an Understand the difference between a warehouse and a DC
organization’s strategic goals Communicate the characteristics of a warehouse and a DC
Learning Block 1 Articulate the key operations of a warehouse (e.g.,

receiving, storage, product placement, filling orders, and
Demand Planning Overview
order-picking processes)
Describe integrated business management
Review the key shipping documents
Explain how demand shaping is used to manage
demand Learning Block 4
Distinguish between qualitative and quantitative Inventory Management Overview
methods of forecasting Differentiate between fixed and variable costs and direct
Categorize the different types of demand patterns and indirect costs
Recognize materials requirements planning (MRP), Describe the four types of inventory List several key
capacity requirements planning (CRP), distribution performance indicators for successful inventory
requirements planning (DRP), and enterprise resource management
planning (ERP) as systems that help plan for integrated Understand inventory turns
operations across the supply chain
Differentiate between inventory and inventory
Explain the mechanisms and benefits of CPFR management
© 2018 Council of Supply Chain Management Professionals (CSCMP). All rights reserved. CSCMP SCPro and the tags are trademarks of CSCMP
LEARNING OBJECTIVES
SUPPLY CHAIN MANAGEMENT PRINCIPLES

CERTIFICATION (CONTINUED)
Learning Block 5 Learning Block 7
Manufacturing and Service Operations Customer Service Operations Overview
Overview State the common elements of customer service
Understand the significance of M&SO in the supply definitions
chain process Discuss the difference between internal and external
Explain the difference between manufacturing and customers
service operations Recognize the importance of a positive first impression
Discuss product life cycles Explain the characteristics of successful ecommerce
Identify three different types of operational decisions customer service
Recognize the role of quality State the four elements of supply chain customer service
Learning Block 6
Transportation Operations Overview
Understand how different areas of product
transportation affect the overall success of companies
Recognize supply chain technology tools used in
transportation systems
Identify the challenges in establishing efficient and
effective transportation processes within industries
Determine which modes of transportation are more
cost-effective in given situations and why
Demonstrate metrics used to measure transportation
service quality and efficiency
LEARNING OBJECTIVES
DEMAND PLANNING CERTIFICATION
Demand planning is often considered the “engine” Learning Block 2

that drives a business and requires collaboration Interaction between Demand
and inputs from all departments to be successful.
Management and Order Management
The Demand Planning certification track presents
the details necessary to create and utilize a forecast Recognize the key aspects of the order
to build an actual demand plan. Forecasting is a management function
process that predicts customer demands. The demand Explain the key steps in the customer order and
planning process uses the forecast to develop a plan replenishment cycle
that ensures inventory levels are appropriate to meet
Compare the key links between demand management and
the predicted demands. The demand plan is used to
order management
create requisitions for the procurement department to
obtain the needed goods and services. Implement the key technologies that enable ecommerce
It is also used to plan manufacturing work orders to Evaluate the role of ecommerce technologies in enabling
turn raw materials and components into finished effective demand management
goods.
Learning Block 3
Analyst and planning positions in a demand planning
Demand Planning Principles
organization give individuals with a strong foundation
of skills to be successful in every aspect of the broader Discuss the definitions of forecasting and
supply chain organization. inventory control
• Describe demand planning Recognize the difference between independent and

dependent demand
• Define inputs to the demand plan
Explain the key components of a demand plan
• Explain the outputs from the demand plan
Learning Block 4
Learning Block 1
Demand Planning Tools and Techniques
Introduction to Demand Planning
Recognize the various types of uncertainty related to
Define demand planning and why it is important to
demand planning in terms of demand, supply, and lead
company success
times
Understand the factors that affect demand
Explain the causes and impacts of variability or uncertainty
Explain the primary approaches to planning demand
Apply the basic types of forecasting techniques, such as
Apply the key roles and skills required in demand reorder points, economic order quantity (EOQ), lead times,
planning and technology uses
Analyze the metrics used in demand planning
processes
LEARNING OBJECTIVES
DEMAND PLANNING CERTIFICATION (CONTINUED)

Communicating and Managing Demand Contemporary Approaches to Demand
Recognize the key aspects of communication Planning and Management
Understand the key aspects of gaining demand Understand CPFR, its operation, and its benefits
consensus in organizations Compare pull systems versus push systems
Apply the key metrics used in demand management Describe the key aspects of demand sensing
Analyze the key aspects of managing and prioritizing Explain the concept of demand shaping
demand
Apply some key best practices in demand planning
LEARNING OBJECTIVES
SUPPLY MANAGEMENT AND PROCUREMENT

CERTIFICATION
The Supply Management & Procurement certification Learning Block 2
track presents the details of how goods and services Strategic Sourcing
are ordered by converting purchase requisitions,
Recognize key strategic sourcing principles and objectives
created by the demand planning organization, to
purchase orders that are issued to suppliers. In Understand portfolio analyses and their use in developing
this track, specific emphasis is placed on supplier procurement strategies
identification, selection and approval, sourcing Explain the commodity strategy development process and
activities, negotiations with suppliers and the the key steps in that process
overall systematic selection of goods and services. Apply the procurement of goods and services based on
Technology innovations along with numerous options their relative strategic importance
for transportation modes enable procurement
organizations to source items globally to achieve the Analyze the various procurement strategies used to
best value solutions to fulfill their requirements. achieve competitive advantage
Numerous positions often exist in procurement Evaluate current and evolving strategies in the
organizations and they are referred to as buyers, procurement field
sourcing analysts, commodity experts, and
subcontract administrators. Learning Block 3
• Discuss the procurement process Supplier Identification and Evaluation
Discuss the various sources of market intelligence
• Define purchase requisitions and POs
Recognize the use of market intelligence in identifying
• Explain procurement’s role after a PO is placed
potential suppliers
Learning Block 1 Understand key supplier evaluation practices
Supply Management and Procurement Explain the need for identifying and evaluating
Overview global suppliers
Define procurement and its purpose Learning Block 4
Understand key procurement objectives Supplier Negotiations and Contracting
Explain procurement roles and activities Recognize the important relationship between planning
Analyze the key procurement procedures and for and succeeding in negotiations
processes Understand the important roles that power, tactics, and
Evaluate the key steps carried out in managing the concessions play in negotiations
procurement process Analyze the difference between win-lose and
win-win negotiations
Generate a basic understanding of procurement
contracting and best practices in contracting
LEARNING OBJECTIVES
SUPPLY MANAGEMENT AND PROCUREMENT

Procurement Execution Procurement Organizations and Roles
Understand the key aspects of procurement contract Understand the key dimensions in defining organizational
execution structures in procurement
Implement the various forms of procurement enablers Analyze the key roles or positions in procurement
Analyze the key forms of documentation used in departments
procurement Evaluate the key roles and metrics within procurement
Evaluate key aspects of managing the procurement
process and managing the internal processes involved
Learning Block 8
in procuring goods and services Applications of Law and Ethics in Procurement
Recognize the basic understanding of commercial law,
Learning Block 6 particularly agency law and contract law
Supplier Management Understand the importance of the Uniform Commercial
Recognize why companies measure supplier Code (UCC) and the Convention on the International Sale
performance of Goods
Remember the characteristics of effective supplier Explain the difference between law and ethics
scorecard systems Compare the risks to individuals and organizations of
Understand the different kinds of supplier unethical behavior
relationships Analyze different types of unethical behavior in purchasing
Explain the importance of trust in buyer-seller Evaluate how to promote ethical behavior in the workforce
relationships
Establish corporate social responsibility
Implement supplier development and its role in
supply management and procurement
Apply the factors that are critical to supplier
development success
LEARNING OBJECTIVES
WAREHOUSING OPERATIONS CERTIFICATION
The Warehousing Operations certification track Learning Block 2

provides the basics of warehousing operations, Warehousing Design and Functionality
including distribution centers and fulfillment
centers. Key elements of the track include the role of Recognize the various types of warehouses
warehousing and distribution centers in the supply Understand in general terms, the various warehouse
chain, and the other key functions of processing decision options
goods: receiving, movement, storage, picking, Explain the major warehouse functions
packing, and packaging.
Analyze value-added roles of warehouses
Other value-added processes, like cross-docking
and kitting, are presented as they are routinely Learning Block 3
used in warehousing and distribution centers like The Receiving Function
Amazon and Walmart. Additionally, the Warehouse Remember the main objectives of the receiving
Management System (WMS) is presented as the function in warehouses
back-bone that enables the warehouse to function
effectively and efficiently. Understand the detailed steps of receiving
goods and materials
Warehouses, fulfillment centers, and distribution
Explain three major types of receiving dock locations
centers have an ongoing need for personnel in a
wide range of functions including material handlers, Apply key performance metric examples and describe best
pickers, packers, forklift operators, and IT specialists practices in receiving goods into warehouses
for the WMS.
Learning Block 4
Explain the purpose of a warehouse
Stocking and Restocking
Define the functions that occur in a warehouse
Recognize the fixed and random storage location
Understand value-added operations in a warehouse systems and differences
Understand the main methods for identifying
Learning Block 1
storage locations
Warehousing Operations Overview
Explain three methods for assigning fixed storage
Recognize why warehouses were established and why
they evolved Compare factors that favor fixed location systems and
random location systems
Understand differences between a physical
warehouse and warehouse operations Summarize and briefly describe various types of
storage equipment
Describe differing types of warehouse operations and
the basic characteristics of each Identify key metrics used to measure storing, storage,
and restocking performance
Explain many of the enablers necessary to run a
warehouse
LEARNING OBJECTIVES
WAREHOUSING OPERATIONS CERTIFICATION

(CONTINUED)
Picking, Packing, and Packaging Beyond the Basic Warehouse
Recognize the process and techniques of order Understand the differences between a static warehouse
picking and a distribution/fulfillment center
Understand the main objectives of the picking Explain a few examples between distribution and
function fulfillment networks
Explain the main functions carried out in packing and Analyze the impact of ecommerce on the supply chain
packaging operations
Interpret the key metrics used to measure
Learning Block 9
performance Working Environment and Jobs
Understand and assume workplace responsibility for a safe
Learning Block 6 and secure environment
Goods Shipment Apply knowledge of employees rights to a safe and secure
Recognize activities to process customer orders for work environment
outbound shipments Understand OSHA standards to protect employees from
Explain how transportation modes are selected workplace hazards
Understand variations in the order weighing process Execute OSHA procedures to maintain control over
workplace safety hazards
Summarize types of equipment and techniques used
in loading outbound vehicles Interpret available information and education from OSHA
Identify the key metrics used in the shipping function Understand available assistance for employers from OSHA
Learning Block 7
Inventory in the Warehouse
Remember the role and importance of inventory to
support a supply chain
Recognize the main reasons for carrying inventory
Explain how inventory items can be classified
Understand how counting inventory is performed
Identify the key metrics used for managing inventory
LEARNING OBJECTIVES
INVENTORY MANAGEMENT CERTIFICATION
The Inventory Management certification track Learning Block 2

provides the details to effectively plan for and manage Monitoring and Analyzing Inventory
inventory levels to satisfy customer demands and
Describe inventory replenishment and its relationship to
maximize organizational profitability. Inventory
customer service levels
management personnel focus on achieving a balance
of sufficient supply to meet customer demand. Discuss the main ways to categorize and manage inventory
Ineffective planning can result in insufficient inventory Define the basic concepts of inventory modeling
levels, resulting in lost sales or excessive inventory Understand the ideas behind determining how much
and financial write-offs of obsolete stock. This track inventory to hold and when to reorder
also covers the importance and use of inventory in the
supply chain; exposure to different types of inventory; Learning Block 3
techniques for effectively managing and controlling Inventory Control
inventory levels; the relationship between forecasting
and inventory management; and the financial impacts Explain the role and importance of inventory control
of inventory investments. Describe the tools and techniques used for
Since inventory is a critical aspect within any inventory control
organization, employers have an ongoing need for Discuss key concepts of inventory storage and deployment
skilled personnel to plan, analyze, replenish, and
Discuss key systems and methods used to control inventory
safeguard all assets.
Explain methods used to measure inventory accuracy and
• Describe inventory
stock keeping
• Define inventory management
Understand how inventory management works with other
• Explain inventory management interfaces functional groups in a company

Introduction to Inventory Management Inventory Management and Forecasting
Understand the role and importance of inventory
Describe the link between inventory management
Discuss the main reasons for carrying inventory and forecasting
Describe the main approaches to managing inventory Discuss uncertainty in the inventory process
Outline how inventory items can be classified Understand how improved inventory visibility and
Explain the key roles and responsibilities for managing demand forecasting can reduce total inventory
inventory at distribution centers (DCs) Explain basic types of forecasting models
Discuss the ways inventory management functions Explain measurements of forecast accuracy
with other processes in a company
LEARNING OBJECTIVES
INVENTORY MANAGEMENT CERTIFICATION

(CONTINUED)
Managing Inventory in the Supply Chain Inventory Performance Measurement and
Discuss the role and importance of inventory in Financial Implications
the supply chain Discuss key metrics for inventory performance
Understand how demand variability throughout the Explain inventory-related costs
supply chain can lead to over- or under-stocking of
Understand the impact of inventory on income
inventory (also known as the bullwhip effect)
statements and balance sheets
Describe tools and techniques used for managing
Explore other areas of inventory management that affect
inventory in the supply chain
cost
Discuss options for outsourcing inventory
management activities, entirely or in part, to a third
party
LEARNING OBJECTIVES
MANUFACTURING AND SERVICE OPERATIONS

CERTIFICATION
The Manufacturing & Service Operations certification Learning Block 2
track provides a key element of the operations Strategic Decisions in Manufacturing
organization in a company. It is chartered to provide
Understand operations infrastructure
and manage resources and to convert raw materials
into finished products. Differentiate facility locations and options for
This certification track discusses the basics of facility layouts
manufacturing and service operations for effective Explain postponement as a manufacturing strategy
interface with other elements across a supply chain. Recognize customization as a service to customers
This certification track includes the role of
Interpret managing risk and uncertainties
manufacturing and service operations; linking market
requirements with the selection of manufacturing Learning Block 3
processes; facility location strategies; facility layouts;
Manufacturing Planning and Control
the importance of production planning and control in
synchronizing operations. Recognize the key 2 production plans
The importance of quality management and Understand the hierarchy of planning and control
performance measurement; and the impact of processes and systems
emerging technologies in operations. Implement job sequencing, or scheduling
Some common positions in a Manufacturing & Service Analyze the importance of production control
Operations organization include assembly operators,
machinists, welders, production planners, service Learning Block 4
technicians, and quality assurance personnel. Operational Improvement
• Discuss manufacturing operations Recognize the basics of the lean concept
• Define manufacturing dependencies Understand the set of lean objectives, including flow, pull,
• E xplain the distinction between manufacturing and striving for perfection, standardization, and simplification
service operations Apply the five important elements of lean
production systems
Learning Block 1
Analyze the set of lean tools and applications, including
Manufacturing and Services
value stream mapping, process mapping, kaizen
Operations Overview workshops, and the 5S improvement methodology
Define the role of the operations function Implement quality management and improvement tools
Understand differences between manufacturing and techniques, including design of experiments, process
operations and service operations proving, SPC, and Six Sigma
Apply manufacturing and service operations to other
supply chain elements
Analyze various market requirements
Evaluate production process options
LEARNING OBJECTIVES
MANUFACTURING AND SERVICE OPERATIONS

Performance Metrics Maintenance and Quality
Recognize the important role that measurement Recognize the role and importance of maintenance
plays in supporting the attainment of manufacturing service operations in helping to ensure equipment
and supply chain objectives availability and reliability
Explain the reasons for measuring performance Understand the differences between preventive and
Understand the four components of performance corrective maintenance
measurement Analyze the key aspects of housekeeping and cleaning
Apply the characteristics of an effective measurement services in a manufacturing environment
system Summarize the concept of outsourcing, including how
Differentiate various manufacturing and supply chain inventory management works with a third party
measurement categories and measures Differentiate between quality assurance and quality
control in operations
Learning Block 6
Systems and Technology
Recognize the role and importance of systems and
technology in manufacturing and service operations
Understand the key aspects of automation in
manufacturing operations
Apply the role and importance of emerging
technologies in use in modern manufacturing and
service operations
LEARNING OBJECTIVES
TRANSPORTATION OPERATIONS CERTIFICATION
The Transportation Operations certification Learning Block 2

track provides the details for transporting goods. Transportation Modes
Transportation of goods often requires multiple
Recognize different modes of transportation
modes of transportation. The combination of modes
can vary depending on cost, values, dimensions, Understand the unique features, advantages, and
weights, frequencies, time-sensitive delivery disadvantages of road transport
requirements, and other special requirements (e.g., Explain the unique features, advantages, and
hazardous or refrigerated cargoes). disadvantages of rail transport
Key elements of this certification track include Summarize the unique features, advantages, and
modes of transportation; transportation technology; disadvantages of water transport
company roles and operations within the Interpret the unique features, advantages, and
transportation field; the impact of transportation on disadvantages of air transport
the overall economy; sustainability in transportation;
Compare the unique features, advantages, and
and how the field is evolving to meet the projected
disadvantages of pipeline transport
needs of the future.
Explain the unique features, advantages, and
Numerous positions exist in each of the various
disadvantages of intermodal transport
modes of transportation; rail, water, air, road, and
pipeline. Other key positions also exist in customs, Learning Block 3
freight forwarding, brokering, and transportation
security to support the actual movement of goods.
Transportation Economics
Understand the concepts of fixed costs and variable costs
• Define the various modes of transportation options
Explain cost considerations in transportation
• Define the three transportation operations elements
Analyze models of pricing in transportation for LTL, TL, Air,
• Understand the cost impact of selecting modal and Ocean
options
Learning Block 4
Learning Block 1
Transportation Service Markets
Business and Economy
Recognize private fleets and transportation
Recognize the business of transportation and logistics
Understand Asset-Based Carriers and owner-operators
Understand the economic impact of transportation
Discuss third-party logistics providers (3PLs)
Analyze the evolution of the transportation sector in
Describe freight forwarders
the United States (U.S.)
Explain freight brokers
LEARNING OBJECTIVES
TRANSPORTATION OPERATIONS CERTIFICATION

(CONTINUED)
Transportation Technology Risk Management and Security in
Understand the basics of computer networks Transportation
Summarize electronic data interchange (EDI) Define risk management
Define transportation management systems (TMS) Identify sources of risk in the supply chain
Recall automatic identification and data capture List risk management techniques
(AIDC) systems such as barcodes and radio frequency Explain transportation security initiatives
identification (RFID)
Learning Block 9
Explain Global Positioning System (GPS)
Transportation Sourcing and Management
Describe collision avoidance systems
List approved carriers, Standard Carrier Alpha Codes
Discuss logbooks and electronic logging devices (ELD) (SCACs), freight tariffs, and insurance
Learning Block 6 Discuss transportation and route optimization
Transportation Regulations Define modal optimization
Understand the elements of a legal contract Explain transportation metrics
Explain uniform commercial code (UCC) Recall transportation operations roles and functions
Discuss key federal motor carrier safety regulations
Learning Block 10
Define cabotage laws in the U.S. Sustainability and Innovation in Transportation
Describe the role of key U.S. government agencies Define sustainability
Explain sustainability metrics
Learning Block 7
Transportation and Global Supply Chains Contrast the impact of innovation and technology
on sustainability
Explain the importance of international trade
Describe the latest technology trends across
Define international commercial terms (INCOTERMS) transportation modes
Name key documents in international trade
LEARNING OBJECTIVES
CUSTOMER SERVICE OPERATIONS CERTIFICATION
Customer service operations is woven into every Learning Block 2

aspect of the supply chain; therefore, customer Communication Skills in Customer Service
satisfaction and customer retention are of paramount
Understand how to describe the communication activities
importance for every company. When properly
related to customer service
implemented, customer service can be an enabling
process and strategy to create customer satisfaction Identify and describe various communication methods
which, in turn, creates pleased and loyal customers. and their characteristics
Maintaining these relationships is key for continued Interpret guidelines for effective communication in
sales and repeat business. To provide customer customer service
satisfaction at every level, customer service should
be embedded in the culture of the organization and Recognize the key barriers to effective communication and
needs to be the responsibility of every employee. how to overcome them
This certification track discusses the basics of Learning Block 3

customer service; sound communications; advice for
The Order Process
dealing with challenging customers; the customer
order and return processes (reverse logistics); jobs in Demonstrate knowledge of the overall order
customer service; and legal concerns. management process
• Understand customer service functions in a supply Understand how order management and order
chain processing is accomplished
• Define good customer service Recognize how firms track and monitor orders
throughout the supply chain
•E
xplain how customer service can lead to customer
satisfaction Execute the steps in the order fulfillment process
Implement key aspects of using different technologies,
Learning Block 1 systems, and tools in the order process
Customer Service Overview Evaluate the impact of effective customer service,
Understand how customer service can lead to especially in issue resolution
customer satisfaction
Create good practices for the order process
Differentiate key steps in the customer order process
Explain job roles
Interpret legal concerns
Recognize how service performance is measured
Remember several key technologies used in CRM
Implement the key aspects of maintaining and
improving customer relationships
LEARNING OBJECTIVES
CUSTOMER SERVICE OPERATIONS CERTIFICATION

(CONTINUED)
Returns and Reverse Logistics Jobs and Legal Concerns in Customer Service
Understand the key aspects of and employee Recognize job positions in customer service
responsibilities in the customer returns process Explain employees’ roles in identifying, recording, and
Recognize what encompasses reverse logistics, why reporting issues and concerns associated with potential
reverse logistics are important, why reverse logistics violations in the supply chain, including violations by
are needed, and which key metrics are used in employees, management, vendors, or customers
customer returns Implement key aspects of work-related rules, government
Apply the key metrics used in customer returns regulations, and corporate policies
functions Apply common laws in customer service operations
Create good key practices for the customer returns
process
Get started today. Contact the CSCMP Corporate membership team at

+1 630.574.0985 or corporate@cscmp.org.
333 East Butterfield Road, Suite 140 | Lombard, Illinois 60148-5617 USA
cscmp.org | cscmpedge.org | corporate@cscmp.org
phone +1 630.574.0985 | fax +1 630.574.0989

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SCPROTM FUNDAMENTALS CERTIFICATIONS

GIVE YOUR EMPLOYEES ACCESS TO STATE-OF-THE-ART

• Certification can increase the lifetime earnings of a professional by nearly 8% or over

2018 Workplace Learning Report

• Supply Chain Management Principles • Demand Planning

• Customer Service Operations • Inventory Management

• Transportation Operations • Manufacturing and Service Operations

• Warehousing Operations • Supply Management and Procurement

INCREASE YOUR TRAINING AND DEVELOPMENT

“Companies throughout the nation are focusing on increasing access to middle-skilled

20k 2k 72k 8.2k

SUPPLY CHAIN MANAGEMENT PRINCIPLES

Learning Block 1 Articulate the key operations of a warehouse (e.g.,

SUPPLY CHAIN MANAGEMENT PRINCIPLES

DEMAND PLANNING CERTIFICATION

Demand planning is often considered the “engine” Learning Block 2

• Describe demand planning Recognize the difference between independent and

DEMAND PLANNING CERTIFICATION (CONTINUED)

Learning Block 5 Learning Block 6

SUPPLY MANAGEMENT AND PROCUREMENT

SUPPLY MANAGEMENT AND PROCUREMENT

WAREHOUSING OPERATIONS CERTIFICATION

The Warehousing Operations certification track Learning Block 2

WAREHOUSING OPERATIONS CERTIFICATION

INVENTORY MANAGEMENT CERTIFICATION

The Inventory Management certification track Learning Block 2

Learning Block 1 Learning Block 4

INVENTORY MANAGEMENT CERTIFICATION

MANUFACTURING AND SERVICE OPERATIONS

MANUFACTURING AND SERVICE OPERATIONS

TRANSPORTATION OPERATIONS CERTIFICATION

The Transportation Operations certification Learning Block 2

TRANSPORTATION OPERATIONS CERTIFICATION

CUSTOMER SERVICE OPERATIONS CERTIFICATION

Customer service operations is woven into every Learning Block 2

This certification track discusses the basics of Learning Block 3

CUSTOMER SERVICE OPERATIONS CERTIFICATION

Get started today. Contact the CSCMP Corporate membership team at

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• Certification can increase the lifetime earnings of a professional by nearly 8% or over

“Companies throughout the nation are focusing on increasing access to middle-skilled