Meaning of Customer Service, Objectives

Customer service in logistics is the activities, service actions are provided, acting as added value. The aim is to bring more value than the core service that customers need and bring the most satisfaction to customers. For businesses or business organizations today offer more services to customers besides their main products.

The bigger your business is, the more complex your supply chain gets. It can be hard to maintain perfect customer service because everyone involved in the shipping process is constantly affecting a company’s reputation through customer experience. In client service, it’s impossible to be perfect, but it is possible to be better and provide your customers with the best service possible. Customers want to have a smooth, easy experience when working with a company. It is up to the company on how good that service can be delivered.

If you are striving to build long-term relationships with your customers and gain their loyalty, you should consider shifting from product-oriented strategy to customer-focused one. Here are some useful tips on how to take customer service to the next level:

  1. Choose the tools and partners accurately. No matter what strategies and technologies you use, there is always a human factor present. That’s the reason why choosing partners properly will enhance your customers’ experience. If you are outsourcing your logistics to a 3PL provider, make sure they have skilled and professional brokers and a network of experienced and reviewed carriers. Such services offer logistics management from A to Z and will take most of the hassle away. But as you select a key link in your logistics, you should invest time researching how to pick the best third-party logistics provider.
  2. Transparency and personal approach. Try to make the process as easy as possible for the customer. Supply chain visibility will reduce the time your client’s spending on shipping, therefore improving the overall experience they get from working with you. Transparency involves not only shipment tracking but also the option to compare available prices, services and understand how they work without any trouble. The more personalized approach you provide, the higher your chances are to retain customers. Send tracking updates and reports to customer to keep them in the loop, ranging from shipment transits to weather reminders. This strengthens your company’s credibility and simplifies the process for your customers.
  3. Establish the last mile delivery. This is a final and crucial element in the transportation process and obviously demands more concentration. The last stage of delivery is the most vulnerable to mistakes or damages that may occur due to different reasons. To reduce the likelihood of such circumstances, assure that everything goes the way it should.
  4. Provide feedback. No matter what issue took place, the response should be swift and intended to solve the customer’s problem, or at least to figure out what is the issue. Businesses should invest more in their staff training to reduce the chance of errors while interacting with customers. Solving problems that occurred on behalf of your company can make a big difference in a customer’s experience with your company. Many 3PL companies provide customer service and can help their customers simplify this complicated process.
  5. Technology & analysis. Don’t underestimate the power of data: new technologies let businesses track every step of the customer, existing or potential. Knowing the deep insights of your audience leads to better performance, updated strategies, and better service. Such innovations like transportation management systems, tracking devices and CRM systems let businesses study customer’s behavior and improve marketing strategies. So, researching and analyzing big data is the best way to achieve a better understanding of customers’ demands.

Important factors for customer service in logistics

1. Time

For today’s life, time is always the most important factor. Therefore, in customer service of logistics, time is an extremely important factor to create customer satisfaction.

Not only for the logistics industry but for any industry, the shorter the time the customer receives the product, the more satisfied the customer will be.

2. Reliability

This is an indispensable factor for customer service in logistics. For reliability, the brand will always be the most important factor for customers. If the brand of service that your company provides is more reliable. Then customer service has the opportunity to satisfy larger customers.

Typically, when we buy products, if we buy in reputable brands, we will always feel safer. We will not need to worry or pressure on fraud or anything like that when using that product.

3. Price

The price competition has never cooled down in the market today. Especially when customers always like cheaper products. Or rather, there is a price that suits their needs.

If your logistics service can provide the same items, same quality (or higher quality). But with cheaper prices, obviously, you will have a huge advantage.

4. Flexibility

Flexibility is the ability to flexibly deliver products according to customers’ needs. Currently, customers always want to use products that can solve their problems. Therefore, if possible, always customize the product so that it can best suit customer needs.

Elements

1. Supply chain management:

For supply chain management in logistics services, customers only need to deliver goods, the rest of your company will help them design a reasonable supply chain. In addition, you will also receive orders, plan to ship and collect invoices. In order to create a trust for your customers, do these tasks quickly and responsibly.

2. Shipping service

3. Warehousing service

To create a customer service in professional and methodical logistics. You create a storage service with the cross-docking system. This will significantly reduce the storage costs of goods and increase business efficiency.

4. Other services

Other services in logistics include:

  • Customs procedures.
  • Additional insurance procedures for goods.
  • Advising and guiding customers on the shipping process.

Meaning, Basic Concepts of logistics Management

Logistics is derived from a Greek word “logistike” which means the “science of computing and calculating.”

Logistics is one of the important activities of business today. Logistics is basically concerned with making the products and services available to the users rightly. In past, ‘logistics’ concept was used by military organisations. It implied the movement of men and other physical resources required during war by military troops to achieve them. However after world war-II concept of logistics was associated with industries and that paved the way for business logistics.

Logistics management is a business function that generates heaps of benefits for the firms through proper management of logistical activities. It is concerned with effective flow of materials, with all aspects i.e. inflow of material purchased, flow of materials through manufacturing process and outflow i.e. flow of materials to customers. The aim is to satisfy customer’s requirements.

According to Phillip Kotler, “Market logistics involve planning, implementing and controlling physical flow of material and final (finished) goods from the point of origin to the point of use to meet customer requirements, at a profit.”

Logistics management consists of the process of planning, implementing and controlling the efficient flow of raw-materials, work-in-progress and finished goods and related information-from point of origin to point of consumption; with a view to providing satisfaction to the customer.

Components of Logistics Management

Logistics management consists of three major components:

  1. Order processing or Input

This component is the first process of logistics where information about the resources and production is gathered based on which the products are manufactured. In the case of freight forwarding, order processing refers to the step where the various source of vendors and transportation are gathered for the importing or exporting of goods.

  1. Inventory Management

Inventory management plays an important role in the supply chain management system. As the name suggests, inventory management helps the logistics company in allocating the resources like transport vehicles, labour and other resources according to the order received by the client. This helps in making sure that no orders or freights are being left out or are being delayed for delivery.

  1. Freight transportation

This is the last and the major component of logistics management. After the order is processed and the resources are allocated in order to transport the freight to the destination. Various routes and types of transportation are analysed to check which transportation and the routes will deliver the product on or before the delivery time. There are tools and software which analyse these factors with the help of artificial intelligence and machine learning tools and provide the best plans to the logistics company.

These components together help in delivering the best quality goods to the consumers and is delivered on time. These components help in reducing the additional costs and increasing the productivity of the work, therefore the logistics company will be able to provide the best services with great quality to their clients and consumers.

Functions of Logistics Management

(i) Network Design

Network design is one of the prime responsibilities of logistics management. This network is required to determine the number and location of manufacturing plants, warehouses, material handling equipment’s etc. on which logistical efficiency depends.

(ii) Order Processing

Customers’ orders are very important in logistics management. Order processing includes activities for receiving, handling, filing, recording of orders. Herein, management has to ensure that order processing is accurate, reliable and fast.

Further, management has to minimize the time between receipt of orders and date of dispatch of the consignment to ensure speedy processing of the order. Delays in execution of orders can become serious grounds for customer dissatisfaction; which must be avoided at all costs.

(iii) Procurement

It is related to obtaining materials from outside suppliers. It includes supply sourcing, negotiation, order placement, inbound transportation, receiving and inspection, storage and handling etc. Its main objective is to support manufacturing, by providing timely supplies of qualitative materials, at the lowest possible cost.

(iv) Material Handling

It involves the activities of handling raw-materials, parts, semi-finished and finished goods into and out of plant, warehouses and transportation terminals. Management has to ensure that the raw-materials, parts, semi-finished and finished goods are handled properly to minimize losses due to breakage, spoilage etc. Further, the management has to minimize the handling costs and the time involved in material handling.

(v) Inventory Management

The basic objective of inventory management is to minimize the amount of working capital blocked in inventories; and at the same time to provide a continuous flow of materials to match production requirements; and to provide timely supplies of goods to meet customers’ demands.

Management has to maintain inventories of:

  • Raw-materials and parts
  • Semi-finished goods
  • Finished goods

(vi) Packaging and Labeling

Packaging and labeling are an important aspect of logistics management. Packaging implies enclosing or encasing a product into suitable packets or containers, for easy and convenient handling of the product by both, the seller and specially the buyer.

Packaging facilities the sale of a product. It acts as a silent salesman. For example, a fancy and decorative packaging of sweets, biscuits etc. on the eve of Diwali, makes for a good sale of such items.

Labeling means putting identification marks on the package of the product. A label provides information about – date of packing and expiry, weight or size of product, ingredients used in the manufacture of the product, instructions for sale handling of the product, price payable by the buyer etc.

(vii) Warehousing

Storage or warehousing is that logistical activity which creates time utility by storing goods from the time of production till the time these are needed by ultimate consumers.

Here, the management has to decide about:

  • The number and type of warehouses needed and
  • The location of warehouses.

(viii) Transportation

Transportation is that logistical activity which creates place utility.

Transportation is needed for:

  • Movement of raw-materials from suppliers to the manufacturing unit.
  • Movement of work-in-progress within the plant.
  • Movement of finished goods from plant to the final consumers.

Operational Objectives of Logistics

Logistics aims at providing the goods to the customers at the right time and at right price.

Considering the same, operational objectives of logistics can be listed and explained as follows:

  • Quick response:

(a) One of the important objectives of the logistics is to quickly response to the customer requirements.

(b) Logistics ensures the customers’ demands are met as and when they arise; in order to keep them satisfied.

(c) Quickly responding to the customers’ requirements through right logistics mix is essential in order to make them goods available rightly.

(d) It increases the customer loyalty and enhances the business values.

  • Managing and improvement quality:

(a) Customer satisfaction is associated with getting the right delivery with apt quality.

(b) Right logistics mix ensures enhanced quality and thereby leads to customer satisfaction.

(c) Failure to meet customers’ expectations in terms of quality results in increased cost.

(d) Thus, the objective is to achieve zero defect logistics performance in order to augment business profits.

  • Minimum inventory:

(a) As stated earlier, in order to control the total cost, it is quiet significant to control and manage the inventory.

(b) High inventory leads to high inventory carrying costs

(c) Logistics management aims at maintaining reasonable levels of inventory that shall not increase the cost.

(d) Using modern techniques in logistics like JIT, Kanban, etc. is solution for the same.

  • Minimum variance:

(a) Variance in logistics refers to the difference between the expected and the actual logistical performance.

(b) This difference between the expected and actual logistical performance may arise on account of inefficient logistics mix.

(c) Variance may lead to the inefficiencies leading to increase in cost.

(d) However, minimum the variance, maximum the logistical improvement.

  1. Movement consolidation:

(a) Movement consolidation is associated with logistical function: transportation.

(b) Movement consolidation refers to grouping smaller shipments into larger one.

(c) This helps in reducing the overall transportation costs.

(d) Logistics thus aims at movement consolidation and thereby enhances logistical performances and reduces logistics costs.

  1. Logistical lifecycle support:

(a) Logistics function does not end with delivery of goods to customers. It also includes support mechanisms that form the lifecycle.

(b) Lifecycle support mainly includes after sale service and reverse logistics.

(c) After sales can include all such activities like guarantees, warranties, maintenances, repairs, etc. that enables providing support to customers, after goods are sold and subsequently used by consumer.

(d) Reverse logistics may include all activities which involve flow of goods from customer to the manufacturer. It may arise on account of quality issues, defects, and damage in transit, product expiry, incorrect order, reusability, recycle. etc.

  1. Other miscellaneous objectives:

(a) Minimum damage to products

(b) Efficiency in order processing

(c) Making right delivery

(d) Enhancing Customer satisfaction.

Meaning, Objectives, Functions, Participants of Supply Chain

In commerce, supply chain management (SCM), the management of the flow of goods and services, involves the movement and storage of raw materials, of work-in-process inventory, and of finished goods as well as end to end order fulfillment from point of origin to point of consumption. Interconnected, interrelated or interlinked networks, channels and node businesses combine in the provision of products and services required by end customers in a supply chain.

Supply-chain management has been defined as the “design, planning, execution, control, and monitoring of supply-chain activities with the objective of creating net value, building a competitive infrastructure, leveraging worldwide logistics, synchronizing supply with demand and measuring performance globally.”

SCM practice draws heavily from the areas of industrial engineering, systems engineering, operations management, logistics, procurement, information technology, and marketing and strives for an integrated approach. Marketing channels play an important role in supply-chain management.

Current research in supply-chain management is concerned with topics related to sustainability and risk management, among others. Some suggest that the “people dimension” of SCM, ethical issues, internal integration, transparency/visibility, and human capital/talent management are topics that have, so far, been underrepresented on the research agenda.

Although it has the same goals as supply chain engineering, supply chain management is focused on a more traditional management and business based approach, whereas supply chain engineering is focused on a mathematical model based one.

The various objectives of Supply Chain Management which are also applicable for International Logistics and Supply Chain management.

  1. To maximize overall value generated

The higher the supply chain profitability or surplus, the more successful is the supply chain.

The supply chain profitability is the difference between the amount paid by consumer to purchase the product and the cost incurred by organization to produce and supply the product to the customer at right time.

  1. To look for Sources of Revenue and Cost

There is only one source of Revenue i.e. customer.

Appropriate management of the flow of information, product or funds is a key to supply chain success.

  1. Replenishment of the Material or Product whenever required
  2. Cost Quality Improvement
  3. Shortening time to Order
  4. Faster Speed to Market
  5. To meet consumer demand for guaranteed delivery of high quality and low cost with minimal lead time.
  6. Efficient supply chain
  7. To achieve world class performance
  8. More awareness of supply chain dynamics and efficiency
  9. To fulfill customer demand through efficient resources
  10. To optimise pre and post production inventory levels
  11. Good understanding of business characteristics
  12. Provide flexible planning and control mechanism
  13. Reduce transportation cost
  14. Greater labour efficiency, equipment and space efficiency
  15. To maximize efficiency of distribution side
  16. To reduce system wide cost of company to satisfy service level requirement

(Company costs: Manufacturing, Fixed assets, inventories, transportation)

(Service levels: Response time Hrs/day/week/month)

  1. Helps in better decision

Functions

A supply chain includes all efforts pertaining to the production and delivery of a product/service from suppliers to customers. SCM includes:

  • The management of demand and supply
  • Raw materials and parts sourcing
  • Manufacturing and/or assembly
  • Warehousing
  • Tracking inventory
  • Order Management
  • Distribution across multiple channels
  • Delivery to the customer

Supply Chain Management plays a crucial role in the success of the enterprise and customer satisfaction. The knowledge of SCM can also be leveraged to support disaster relief operations, medical missions, and handle similar emergencies.

Any business needs resources to trade. Further, it uses these resources to create products/services which the consumers are willing to pay for. This is known as the ‘transformation process’.

Participants

Producers

Producers or manufacturers are organizations that make a product. This includes companies that are producers of raw materials and companies that are producers of finished goods. Producers of raw materials are organizations that mine for minerals, drill for oil and gas, and cut timber. It also includes organizations that farm the land, raise animals, or catch seafood. Producers of finished goods use the raw materials and sub-assemblies made by other producers to create their products.

Distributors

Distributors are companies that take inventory in bulk from producers and deliver a bundle of related product lines to customers. Distributors are also known as wholesalers. They typically sell to other businesses and they sell products in larger quantities that an individual consumer would usually buy. Distributors buffer the producers from fluctuations in product demand by stocking inventory and doing much of the sales work to find and service customers. For the customer, distributors fulfill the “Time and Place” function – they deliver products when and where the customer wants them.

Retailers

Retailers stock inventory and sell in smaller quantities to the general public. This organization also closely tracks the preferences and demands of the customers that it sells to. It advertises to its customers and often uses some combination of price, product selection, service, and convenience as the primary draw to attract customers for the products it sells. Discount department stores attract customers using price and wide product selection. Upscale specialty stores offer a unique line of products and high levels of service. Fast food restaurants use convenience and low prices as their draw.

Customers

Customers or consumers are any organization that purchase and use a product. A customer organization may be an organization that purchases a product in order to incorporate it into another product that they in turn sell to other customers. Or a customer may be the final end user of a product who buys the product in order to consume it.

Rights of Customers in Supply Chain

  1. Right Product

A company who offers this kind of service must first know the kind of products that they are going to handle and transport. Having the right knowledge will give you an advantage to properly and efficiently manage both your time and resources.

  1. Right Place

The right product must be delivered to the right place. Courier services provided by an LMS company must have knowledgeable drivers as well as a systematic delivery system and tracking. Both customer and the provider must have a synchronized location tracking to ensure that the products are delivered to the right place.

  1. Right Price

Pricing is very essential and all products and services. They must have an appropriate price value in order to track the company income and expenses. A good system for storing and updating the right prices ensures success in  LMS.

  1. Right Customer

Every LMS Provider must know their target market to identify the right customers. If they will offer their services to the right market, they have more chances of gaining leads and customers that will most likely to avail them. Some uses the traditional marketing while others use digital marketing to reach more customers around the globe.

  1. Right Condition

Every product or goods that are to be entrusted by the customers to LMS providers must be stored and delivered with the right condition. This is where the specifications must be referred to in order to place it on required facilities to maintain its quality.

  1. Right Time

Time is very important when it comes to logistics, clients are more concern on the time of delivery. That is why every service provider must know the right time to deliver the products and in a very efficient way. Every system has a tracking functionality to monitor all deliveries and making sure that they arrive on time.

  1. Right Quantity

Knowing and specifying the right quantity is also one of the key in a successful LMS. Since most of the providers are third party, companies that relies on their service must be careful in sending the right amount or quantity of goods to be delivered. Thanks to our modern technological developments that 3PLs can now manage all quantities of goods to ship/deliver.

Home Currency, foreign Currency

The domestic currency is that which is legal tender in the economy and issued by the monetary authority for that economy, or for the common currency area to which the economy belongs.

Legal tender issued by the monetary authority of a country. The domestic currency is the accepted form of money in the economy, but not necessarily the exclusive currency. Opposite of foreign currency.

A currency printed in a different country. Generally speaking, a foreign currency may not be used to buy goods and services in any country other than the one in which it is printed, unless the government of that country agrees to use it.

In a currency pair, the first currency is called the base currency, and the second is called the quote currency. Currency pairs can also be separated into two types, direct and indirect. In a direct quote, the domestic currency is the base currency, while the foreign currency is the quote currency. An indirect quote is just the opposite: the foreign currency is the base currency, and the domestic currency is the quote currency.

Innovation in Foreign Securities

Financial innovation can be defined as the act of creating and then popularizing new financial instruments. This implies advances over time in the financial instruments and payment systems used in the lending and borrowing of funds as well as innovations in the payment mechanisms and systems in the economy.

Financial systems provide vital services: they evaluate, screen and allocate capital, monitor the use of that capital, and facilitate transactions and risk management. If financial systems provide these services well, capital will flow to the most promising and deserving firms, promoting and sustaining economic growth. Financial innovation, which is the creation of new securities, markets and institutions, can improve the financial services sector and thereby accelerate economic growth.

These advances include innovations in technology, risk transfer and credit and equity generation. A number of innovations have taken place over time among them; the development of Automated Teller Machines (ATMs); the expansion of credit card usage; Debit cards; Money market funds; Basic forms of securitization; Venture capital funds and interest rate and currency swaps amongst many others.

Advantages of Financial Innovation

Financial innovation has been shown to increase the material wellbeing of economic players. Positive innovation has helped individuals and businesses to attain their economic goals more efficiently, enlarging their possibilities for mutually advantageous exchanges of goods and services.

Financial innovation, by increasing the variety of products available and facilitating intermediation, has promoted savings and channeled these resources to the most productive uses. It has also assisted to widen the availability of credit, help refinance obligations and allow for better allocation of risk, matching the supply of risk instruments to the demand of investors willing to bear it.

Innovation is also at the centre stage of encouraging technological progress when the requirements for information technology generate new technological projects, and induce their funding as in the case of venture capital.

Financial innovation lowers the cost of capital, promotes greater efficiency, and facilitates the smoothing of consumption and investment decisions with considerable benefits for households and corporations. As the new products contribute to the deepening of financial markets, innovation, in turn, fosters economic development.

Financial innovation may also help to moderate business cycle fluctuations. Innovations such as credit cards and home equity loans allow households to keep their consumption smooth, even when their incomes are not. The increased availability of credit to businesses allows them to smooth their spending across short periods when revenues do not cover costs.

The success of any innovation depends on three things. The first is how good the product is to begin with. Some financial products are poorly conceived or designed. Next is the appropriate use of the product: Is the product meant for a particular market or type of risk? And finally, the value of an innovation hinges on the competence of the person implementing it.

Disadvantages of financial innovation

The World financial crisis of 2007‐09 is a sharp reminder that financial innovations can bring substantial costs along with the benefits described above. However, sometimes the costs may outweigh any benefits making such financial innovations negative. Many households lost their homes when falling house prices made it impossible to refinance their subprime mortgages. Many intermediaries underestimated the risks of new financial products and were compelled to deleverage in the crisis. The resulting uncertainty contributed to the seizing up of key markets for liquidity, such as the interbank lending market

Rapid financial innovation can be a source of systemic risk as evidenced during the financial crisis. When financial products without a track record expand rapidly in a buoyant economic environment, investors tend to underestimate the risks that only occur in periods of economic stress. Separately, innovations that help conceal concentrations of risk can make the financial system more vulnerable to a shock. In both cases, the problem is that investors do not obtain adequate compensation for the risks that they take because they do not understand the risks or because the risks are invisible.

Globalization of Capital Markets

The increasing integration of global capital markets now makes it easier for firms to access capital outside of their home countries. Firms access international capital markets through a variety of means such as initial public offerings (IPO), seasoned equity offerings (SEO), cross-listings, depository receipts, special purpose acquisition companies (SPACS), shelf offerings, private equity and other informal equity capital channels. Firms can also access debt resources outside their market through bank loans, and foreign bond issues. Finally, cross border flows of venture capital (VC) continue to increase rapidly. The objective of this Special Issue will be to explore the challenges firms face in capital markets beyond their domestic boundaries, be it equity, debt, or VC markets.

While IB research continues to evaluate the challenges facing firms in foreign product markets, IB scholars have yet to adequately address the underlying reasons why firms face challenges in foreign equity markets. These include underpricing, higher underwriting and professional fees, higher listing fees, audit fees, and greater risk of lawsuits, and home bias on the part of investors (French and Poterba, 1991). Further, research suggests the existence of a “foreign firm discount” relative to host market firms.

Venture capital and private equity have truly become global phenomena and take many forms such as cross-border investment, foreign acquisitions, VC firms opening offices overseas, and influencing their portfolio firms to enter and exit international stock exchanges. Foreign firms raise significantly more debt than equity in the U.S. Indeed, the largest component of the international capital market is the bond market.

Research on the motivation, the processes, the supporting mechanisms, and the range of outcomes that firms experience as a result of entering international capital markets is extremely limited so far. We believe such research can draw from a variety of theoretical perspectives and research traditions in international business. The choice of whether to access financial resources outside of the firm’s home market, how to select the appropriate foreign market, and the manner in which to raise resources are all relevant questions that parallel prior IB research market and entry mode choice. IB scholars consider LOF as the “fundamental assumption driving theories of the multinational enterprise”. Yet, the conceptualization and research on LOF solely based upon product market may be inadequate today given the increasing integration of capital markets.

The Functions of a Generic Capital Market

Commercial banks perform an indirect connection function. They take cash deposits from corporations and individuals and pay them a rate of interest in return. They then lend that money to borrowers at a higher rate of interest, making a profit from the difference in interest rates .Investment banks perform a direct connection function. They bring investors and  borrowers together and charge commissions for doing so.

Capital market loans to corporations are either equity loans or debt loans. An equity loan is made when a corporation sells stock to investors. The money the corporation receives in return for its stock can be used to purchase plants and equipment, fund R&D projects, pay wages, and so on. A share of stock gives its holder a claim to a firm’s profit stream. The corporation honors this claim by paying dividends to the stockholders. The amount of the dividends is not fixed in advance. Rather, it is determined by management based on how much profit the corporation is making. Investors purchase stock both for their dividend yield and in anticipation of gains in the price of the stock. Stock prices increase when a corporation is projected to have greater earnings in the future, which increases the probability that it will raise future dividend payments.

Attractions of the Global Capital Market

The Borrower’s Perspective: A Lower Cost of Capital

In a purely domestic capital market, the pool of investors is limited to residents of the country. This places an upper limit on the supply of funds available to borrowers. In other words, the liquidity of the market is limited. A global capital market, with its much larger pool of investors, provides a larger supply of funds for borrowers to draw on.

Perhaps the most important drawback of the limited liquidity of a purely domestic capital market is that the cost of capital tends to be higher than it is in an international market. The cost of capital is the rate of return that borrowers must pay investors. This is the interest rate on debt loans and the dividend yield and expected capital gains on equity loans. In a purely domestic market, the limited pool of investors implies that borrowers must pay more to persuade investors to lend them their money. The larger pool of investors in an international market implies that borrowers will be able to pay less.

Problems of limited liquidity are not restricted to less developed nations, which naturally tend to have smaller domestic capital markets. As illustrated in the opening case and discussed in the introduction, in recent years even very large enterprises based in some of the world’s most advanced industrialized nations have tapped the international capital markets in their search for greater liquidity and a lower cost of capital.

The Investor’s Perspective: Portfolio Diversification

By using the global capital market, investors have a much wider range of investment opportunities than in a purely domestic capital market. The most significant consequence of this choice is that investors can diversify their portfolios internationally, thereby reducing their risk to below what could be achieved in a purely domestic capital market. We will consider how this works in the case of stock holdings, although the same argument could be made for bond holdings.

Consider an investor who buys stock in a biotech firm that has not yet produced a new product. Imagine the price of the stock is very volatile–investors are buying and selling the stock in large numbers in response to information about the firm’s prospects. Such stocks are risky investments; investors may win big if the firm  produces a marketable product, but investors may also lose all their money if the firm fails to come up with a product that sells. Investors can guard against the risk associated with holding this stock by buying other firms’ stocks, particularly those weakly or negatively correlated with the biotech stock. By holding a variety of stocks in a diversified portfolio, the losses incurred when some stocks fail to live up to their promises are offset by the gains enjoyed when other stocks exceed their promise.

As an investor increases the number of stocks in her portfolio, the portfolio’s risk declines. At first this decline is rapid. Soon, however, the rate of decline falls off and asymptotically approaches the systematic risk of the market. Systematic risk refers to movements in a stock portfolio’s value that are attributable to macroeconomic forces affecting all firms in an economy, rather than factors specific to an individual firm. The systematic risk is the level of nondiversifiable risk in an economye.

Information Technology

Financial services is an information-intensive industry. It draws on large volumes of information about markets, risks, exchange rates, interest rates, creditworthiness, and so on. It uses this information to make decisions about what to invest where, how much to charge borrowers, how much interest to pay to depositors, and the value and riskiness of a range of financial assets including corporate bonds, stocks, government securities, and currencies.

Such developments have facilitated the emergence of an integrated international capital market. It is now technologically possible for financial services companies to engage in 24-hour-a-day trading, whether it is in stocks, bonds, foreign exchange, or any other financial asset. Due to advances in communications and data processing technology, the international capital market never sleeps. The integration facilitated by technology has a dark side. “Shocks” that occur in one financial center now spread around the globe very quickly.

Deregulation

In country after country, financial services have been the most tightly regulated of all industries. Governments around the world have traditionally kept other countries’ financial service firms from entering their capital markets. In some cases, they have also restricted the overseas expansion of their domestic financial services firms. In many countries, the law has also segmented the domestic financial services industry. It has also been a response to pressure from financial services companies, which have long wanted to operate in a less regulated environment. Increasing acceptance of the free market ideology associated with an individualistic political philosophy also has a lot to do with the global trend toward the deregulation of financial markets.

Global Capital Market Risks

Some analysts are concerned that due to deregulation and reduced controls on cross-border capital flows, individual nations are becoming more vulnerable to speculative capital flows. They see this as having a destabilizing effect on national economies.14 Harvard economist Martin Feldstein, for example, has argued that most of the capital that moves internationally is pursuing temporary gains, and it shifts in and out of countries as quickly as conditions change. He distinguishes between this short-term capital, or “hot money,” and “patient money” that would support long-term cross-border capital flows. To Feldstein, patient money is still relatively rare, primarily because although capital is free to move internationally, its owners and managers still prefer to keep most of it at home.

A lack of information about the fundamental quality of foreign investments may encourage speculative flows in the global capital market. Faced with a lack of quality information, investors may react to dramatic news events in foreign nations and pull their money out too quickly. Despite advances in information technology, it is still difficult for an investor to get access to the same quantity and quality of information about foreign investment opportunities that he can get about domestic investment opportunities. This information gap is exacerbated by different accounting conventions in different countries, which makes the direct comparison of cross-border  investment opportunities difficult for all but the most sophisticated investor.

Efficiency of the Exchange Market

The latest global financial crisis has proved that the financial markets are not very efficient and their deregulation has caused serious risk and wealth redistribution problems. The international monetary system had to accommodate extraordinarily large oil-related shocks, monetary shocks, trade deficits, privatizations (sell-offs of State Own Enterprises), Foreign Direct Investments, outsourcings, globalization, and public and private debts that affect capital flows among nations, and risk. Surpluses had to be recycled (invested) by buying financial assets from the deficit countries, which are at a low market price (undervalued) and the benefits to the sellers are insignificant. The continuous financial and debt crises have increased uncertainty and the deregulation of our financial institutions has increased the gap (“brain spread”) between the market and liberal politicians and deteriorated the agency problem between people (the principals) and government-market (the agents). Labor has lost some its rights and it is exploited in many countries, as Chomsky (2014) says. The increased interdependence among nations, due to globalization, and the realization that economic policies by strong nations exert pressure on other weaker economies, has to induce legal responses and cooperation among all nations.

An understanding of efficiency, expectations, risk, and risk premium in the foreign exchange market is important to government and central bank policymakers, international financial managers, and of course, to investors and to everyone interested in international finance. The government policymakers need to design macro-policies for achieving the goal of maximization of their social welfare through efficient resource allocation. Central banks have to be public and responsible for the wellbeing of the citizens of their own country.

International investors and financial managers need to assess foreign asset returns, risks, and their correlations in order to make optimal portfolio decisions. The foreign exchange market efficiency hypothesis is the proposition that prices (exchange rate movements) fully reflect information available to market participants. There are no opportunities for hedgers or speculators to make super-normal profits; thus, both speculative efficiency and arbitraging efficiency exist. Numerous studies have been tested for speculative efficiency and arbitraging efficiency by testing the following three hypotheses respectively:

(1) The forward discount or premium is a good predictor of the change in the future spot rate, implying covered interest parity (CIP), uncovered interest parity (UIP), and rational expectations to hold.

(2) The forward discount tends to be equal to the interest differential, implying that CIP holds.

(3) The expected risk premium is zero

Multilateral Investment Guarantee Agency

The Multilateral Investment Guarantee Agency (MIGA) is an international financial institution which offers political risk insurance and credit enhancement guarantees. These guarantees help investors protect foreign direct investments against political and non-commercial risks in developing countries. MIGA is a member of the World Bank Group and is headquartered in Washington, D.C. in the United States.

MIGA was established in 1988 as an investment insurance facility to encourage confident investment in developing countries. MIGA is owned and governed by its member states, but has its own executive leadership and staff which carry out its daily operations. Its shareholders are member governments that provide paid-in capital and have the right to vote on its matters. It insures long-term debt and equity investments as well as other assets and contracts with long-term periods. The agency is assessed by the World Bank’s Independent Evaluation Group each year.

A Brief History of MIGA

The agency was created to complement both public and private investment insurance sources against non-commercial risks in developing countries. Its multilateral character and sponsorship by advanced and developing nations were seen as bolstering confidence among people going across borders to invest their money.

In September 1985, the World Bank endorsed the idea of a multilateral political risk insurance provider and established MIGA in April 1988. The agency started out with $1 billion worth of capital among its initial 29 member states. These nations included Bahrain, Bangladesh, Barbados, Canada, Chile, Cyprus, Denmark, Ecuador, Egypt, Germany, Grenada, Indonesia, Jamaica, Japan, Jordan, Korea, Kuwait, Lesotho, Malawi, Netherlands, Nigeria, Pakistan, Samoa, Saudi Arabia, Senegal, Sweden, Switzerland, United Kingdom, and the United States.

In 1991, the number of member states of MIGA topped 100. Eight years later, guarantees issued by the agency reached a total of $1.3 billion, topping the $1 billion dollar mark for the first time ever. The agency also provided guarantees worth $1.2 billion in 2009 to support the economies in Europe and Central Asia following the global financial crisis.

MIGA offers a variety of services in order to encourage foreign direct investment. These include risk insurance against foreign exchange restrictions, an outbreak of conflicts or wars, imposed spending limits, and related restrictions on company assets.

In addition to providing political risk insurance to corporations that want to invest in developing countries, MIGA offers advisory services to developing country governments. The organization advises on the policies and procedures these governments should follow and the best ways these countries can attract foreign investment. Other services by MIGA include licensing arrangements, franchising, and technology support.

To help ease the flow of foreign investment dollars into certain regions, the agency supports and runs a number of international projects. One of those is the Afghanistan Investment Guarantee Facility, launched in 2005. The agency’s aim was to help the country in its reconstruction efforts while the country was embroiled in the war by opening up the doors to direct foreign investment.

MIGA’s Current Leadership Team

According to MIGA, the people in its group have experience in political risk insurance and are well versed in banking and capital markets, environmental and social sustainability, project finance and sector specialties, and international law and dispute settlement.

The group’s current management team consists of Hiroshi Matano, executive vice president and CEO, and S. Vijay Iyer, senior vice president and COO.

  • The Multilateral Investment Guarantee Agency (MIGA) is an international institution that promotes investment in developing countries by offering political and economic risk insurance.
  • The agency aims to support economic growth, reduce poverty, and improve people’s lives through foreign direct investment into developing countries.
  • MIGA is a member of the World Bank Group and has 181 member states as of March 2020.

International Development Association

The International Development Association (IDA) is one of the largest and most effective platforms for fighting extreme poverty in the world’s poorest countries.

IDA is the single largest source of concessional finance for the poorest countries in the world. There are currently 76 such countries, home to about two thirds of the extreme poor almost 500 million people. IDA19 replenishment will support 74 countries, as two countries are expected to graduate at the end of this fiscal year.

IDA focuses on providing development financing and cross-sector support that responds to complex global challenges and helps countries improve their development outcomes, making it a valued partner for the global community.

IDA funded

IDA partners and representatives from borrower countries come together every three years to replenish IDA funds and review IDA’s policies.

  • Since its founding in 1960, IDA has had 18 regular replenishments.
  • A total $75 billion was made available for the current three-year cycle, known as IDA18 (covering fiscal years 2018-2020). Of that total, $27 billion comes from grant contributions by IDA partners and the remainder from IDA’s internal resources and funds raised through capital markets.

IDA’s impact

The IDA program has delivered strong progress on its commitments and supported development results where they are most needed.

In the first two years of IDA18, IDA committed more than $45 billion, $29.6 billion to Africa. We are on track to deliver $45 billion to Africa by the end of IDA18. IDA also committed $12.9 billion to fragile and conflict-affected situations over the past two years (more than double compared to the same period in IDA17).

During this time, IDA has helped millions of poor people around the world, including 19.2 million people who now have access to improved sanitation and 24.1 million people who now have access to improved water sources. IDA has also immunized 73.6 million children; offered social safety net programs to 35 million people; and provided essential health, nutrition, and population’s services to more than 172 million people.

IDA19 Importance

IDA19 offers comprehensive support to development and responds to the evolving demands of IDA’s country partners. Key features in IDA19 include a sharper focus on:

  • Sustainable and inclusive economic transformation, including private sector investment, and skills development for employment and job creation.
  • An incentive-based, fair approach to help countries enhance debt sustainability.
  • Scaled up support for regional integration, such as investments in infrastructure for greater regional connectivity, trade facilitation, and digital economy.
  • Increased and more tailored support to address the drivers of fragility, conflict, and violence, particularly in the Sahel, Lake Chad region, and the Horn of Africa.
  • Crisis preparedness, resilience building, and earlier responses to slow-onset crises such as disease outbreaks and food insecurity.

IDA’s Regional Development Support

  1. Sub-Saharan Africa

IDA is active in 38 countries in Sub-Saharan Africa. Over the past decade, IDA provided $99.3 billion in financing for more than 1,100 projects for countries there, including $14.2 billion in fiscal year 2019. In Central African Republic, 4.6 million women benefited through better utilization of maternal and child health services from 2012–18. From 2014–18, in Burkina Faso, 27,994 people accessed new or improved electricity after installation of more efficient equipment, while 16,498 solar lanterns were installed in public schools. In Ethiopia, 448,885 people benefited from a safety net project that generated 2.2 million days of work from 2016–18.

  1. East Asia and Pacific

IDA is active in 17 countries in East Asia and the Pacific. Over the past decade, IDA provided $17.9 billion in financing for nearly 300 projects for countries there, including nearly $1.3 billion in fiscal year 2019. In 2018, in Cambodia, 13.2 million people received essential health, nutrition, and population services, of whom 7.8 million were women. From 2014–18, in Vanuatu, 30,198 people living in remote areas were provided with new or improved electricity service through off-grid or mini-grid renewable sources. Mongolia will graduate from IDA assistance at end-June 2020 but will have access to transitional support.

  1. Europe and Central Asia

IDA is active in 10 countries in Europe and Central Asia. Over the past decade, IDA provided $6.2 billion in financing for more than 170 projects for countries there, including $600 million in fiscal year 2019. In Kosovo, 4,358 health personnel were trained on a newly developed health insurance program from 2014-18, which benefitted 349,711 patients with improved financial protections and quality of care for women and children. In Tajikistan, 1.4 million people benefited from an improved irrigation and drainage services project from 2013–18. Moldova will graduate from IDA assistance at end-June 2020 but will have access to transitional support.

  1. Latin America and the Caribbean

IDA is active in 10 countries in Latin America and the Caribbean. Over the past decade, IDA provided $3.9 billion in financing for more than 130 projects for countries there, including $400 million in fiscal year 2019. In Haiti, 437,000 children under two years old were fully immunized from 2015-17 and the medical cold chain for the entire southern region in the wake of Hurricane Matthew was reestablished. In Dominica, 26,098 people were provided with resilient infrastructure to reduce vulnerability to natural hazards and climate change impacts from 2014-19.

  1. Middle East and North Africa

IDA is active in 4 countries in the Middle East and North Africa region (Djibouti, Jordan, Lebanon, and Yemen). Over the past decade, IDA provided $3.1 billion in financing for 60 projects for countries in the region, including $600 million in fiscal year 2019 as support to Yemen was stepped up. In Djibouti, 1.9 million people benefitted from a project to deliver essential health services from 2014–18. In Yemen, IDA helped train nearly 12,000 health personnel and immunize 6.9 million children (five million of them under 5 years old). Through an emergency program, IDA also helped ensure around 9 million vulnerable Yemenis have access to food and other basic necessities. In Lebanon and Jordan, IDA is helping to support Syrian refugees and the communities that are hosting them.  

  1. South Asia

IDA is active in 8 countries in South Asia. Over the past decade, IDA provided $54.2 billion in financing for more than 360 projects for countries there, including $4.8 billion in fiscal year 2019. In Nepal, 6.8 million people benefited from a community-driven project that improved water supply and sanitation, rural roads, irrigation, power, health, and education from 2012 to 2018. In 2018, 11.4 million women in Pakistan’s Punjab province received essential health, nutrition, and population services, up from 3.2 million in 2015.

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