The Reality of a Fulfillment Transition Consolidated Graphics Amy Thunderburk & Betsy Davis
April 21-22, 2010 ď‚Ť San Antonio, TX
e-fulfillment E-fulfillment can be defined as the integration of people, processes and technology to ensure customer satisfaction before, during and after the online buying experience.
The Reality of a Fulfillment Transition
Current Demand
today’s customers demand… • Customized products delivered quickly to anywhere in the world • Complete order flexibility and convenience • Package tracking from purchase to doorstep • Easy, flawless product returns (reverse logistics)
fulfillment follies •Lack of knowledge/visibility responsible for many e-business failures •Lack of integration •Poor forecasting •No inventory tracking •Human error •Managing versionable items •Not properly organized •Billing inaccuracies - Items shipped vs. Items billed • Space limitations
pros: for outsourcing fulfillment • Speed to market • Scalability • Maintain focus on core competency • Minimal capital investment • Focus on the customer • Capitalize on efficiencies
The Reality of a Fulfillment Transition
Location
current distribution strategy
Warehouse Location Delivery Destination
future distribution strategy
physical warehouse(s) • • • •
Square footage available Secure location or secure areas Climate controlled Efficient layouts for workflow
The Reality of a Fulfillment Transition
Transitioning
process evaluation • System needs assessment • Data upload – product information ID codes, reorder points weights, dimensions, etc. • Identify on-going ordering and fulfillment business rules
• Determine critical success indicators •Facility readiness •Start-up audits •Reporting and metrics
•Conduct and record training events
physical inventory transition • Inventory identification and space planning • Transfer inventory • Go live with ordering activity • Business continuity
The Reality of a Fulfillment Transition
Technology
e-commerce sample site
e-commerce WMS sample site
The Reality of a Fulfillment Transition
Reporting
types of reports Product Reports • Backordered • Product history • Inactive / Discontinued • Product return • Inventory valuation Management Reports • Order billing • Credit card transaction • Order status report • Budget report • Payment type analysis
Order Reports • Daily orders • Unconfirmed shipping orders • Orders backordered (by product) • Daily orders with shipping • Unapproved orders
Inventory Reports •13 month average usage
Shipping Reports •Package shipments •Products shipped (by person) •Shipping order turn around •Shipping activity
report sample
The Reality of a Fulfillment Transition
Service Levels
fulfillment SLA’s Title: Example: Order Line Turn Time
Level 99% of orders shipped same day
Penalty $10 per order not shipped same day
1. Order Line Turn Time
>99% of orders shipped same day if in by 3pm
Based upon Service Level Agreement
2. Order Line Accuracy
> 99%
Based upon Service Level Agreement
3. Inventory Accuracy
98.5% is the target which consistently is reached or exceeded
Based upon Service Level Agreement
4. Return Processing
Processed Within 24 hours
Based upon Service Level Agreement
5. Receipts
Processed Same day (within 12 hours)
Based upon Service Level Agreement
6. System availability commitments (web & batch processing)
24/7
Based upon Service Level Agreement
7. Response to questions/problems from customer
Immediate response: Resolution timeline to be established within 24 hours (dependent upon complexity)
Based upon Service Level Agreement
8. Completion of IT Requests
Immediate response: Resolution based upon complexity of request.
Based upon Service Level Agreement
9. Mailings (On time and accurate)
>99% on time and accurate
Based upon Service Level Agreement
10. Conventions (On time and accurate)
>99% on time and accurate
Based upon Service Level Agreement
•
SLA options • Variety of shipping options • Turn around Time • Managing your returns and exchanges • Reporting supplied monthly, quarterly, annually • Electronic invoicing
fee structure types Receiving Line Items (per pallet/item) Processing StoreFront order (client places order via StoreFront) Manual Order Fee (order submitted via email, phone, fax) Rush Order Fee (order required to ship same day) Pick and Pack Charge Per Order Pick and Pack Charge per line items Packaging and Handeling Charge Storage
Storage Charge per Pallet
Bin Charge per location Customer Service Account Management - Monthly Service Fees Inventory Management
Physical counts, Stock destroys, Special Requests (per hour)
Kitting / Assembly Processing and Fulfillment - (per kit) Processing and Fulfillment - Each additional piece (per kit) Programming/Data Management
Database Management, List Programming, Special Requests (per hour)
Postage Cost
Freight Cost
your opportunity • 40% of the cost of goods sold is buried in fulfillment and back-end logistics! • Location • Technology • Service Level Agreement
• Free up to grow up
A fulfillment solution enables you to efficiently manage your materials and provides you with real-time information on demand
The Reality of a Fulfillment Transition Consolidated Graphics Amy Thunderburk & Betsy Davis
April 21-22, 2010 ď‚Ť San Antonio, TX