1
Mandai Link Logistics Pte Ltd
Case : Resource Planning and Management
Corporate Profile
Mandai Link Logistics Pte Ltd (Singapore) is the
leading integrated Cold-Chain Logistics solutions
provider with Head-quarter based in Singapore.
Mandai Link operates the largest fully automated
(ASRS) cold storage facility in Singapore employing
over 110 staff. Storage capacity of 28,000 MT,
Mandai Link is capable to provide cold storage in
Freezer, Chiller, Aircon and Ambient storage
conditions.
The company maintains a full-fleet of reefer trucks that delivers multi-temperature products to
customers across the entire Singapore.
General Information:
Mandai Link is fully compliant to International
Quality Standard: Quality Management
Systems and Health & Safety Management
Program – ISO 9001:2008, ISO 22301:2012
(BCM), ISO 28000:2007, Halal Certified, HACCP
and TAPA. The o pa y’s di ersified lie t
base include the Food Producers, Retailers,
Food and Beverages (F&B), Quick Service
Restaurants (QSR), 3rd Party Logistics, Events
and End Consumers.
Issues Encountered:
The o pa y uses OTIF O Ti e i Full to easure usto ers’ satisfa tio . This index
measures the percentage of orders delivered correct and complete in first delivery.
Unfortunately this index has been deteriorating.
2
Possible Root Causes

Lack of visibility in Total Resources Planning – Time, Manpower, System, Cost

In ability to properly allocate the right resource (manpower) in Operations, Customer
Services, Shipping/Inventory Department

Insufficient data - time allocated and taken for each key work activities

Complex processes taking place within the department and cross-department add up to
the time, manpower and overall cost
To address the pro le s, Ma dai Li k e arks o a e i itiati e Towards Operations
Excellence in Resource Planning & Management . This is a re-engineering effort involving the
Customer Service, Warehouse and Transport Departments. The core objective is to improve the
OTIF in a sustainable and efficient way.
The current order management is done using a legacy system, which the management
considers ineffective and should be replaced with a new solution. The company has a
warehouse and transport management system. The new order management system should
integrate with this warehouse and transport management system once implemented.
Requirements
Considering the issues described and the possible causes, address the areas below :
1. Conduct a study on how world class leading companies manage their order fulfullment
process. In particular, strategies to deal with urgent orders and last minute order
changes will be very useful.
2. Compare the merits and limitations of developing an in-house order management
system versus buying one from vendors. If it is the latter, discuss some established
brands in the market place which could be procured.