How To Run A Multi-Canal Distribution Business
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- Brooke Waters
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1 D une logistique traditionnelle à une logistique multi-canal Lionel Albert Value Chain Director
2 Le client Grande Distribution traditionnelle de type Brick&Mortar, avec une activité de production, créée en 1899 Aucune présence Internet jusqu à l acquisition de KiddiCare début 2011 Chiffre d affaires : 18bn 4eme chaine de Supermarchés en UK Plus de 475 magasins, 12 centres de distribution Environ 132,000 employés 11 millions de clients par semaine 300 stations service 11% de part de marché 2
3 3
4 Le projet : des Services délivrés par phases Service 1 (Home Delivery) Home delivery (UK, International) Categories at launch: Kid care Wine Service 3 (Click & Collect - Enhanced) Categories at launch: Kid care Wine Click & Collect Kiosk Drive-Through Service 2 (Click & Collect) Click & Collect Desk Lockers Formats: Stores Convenience Categories at launch: Kiddicare Wine Service 4 (Food) Home delivery (UK, International Make & Reserve (Food) Race-Through 4
5 GM online order interaction Display catalogue and availability Capture orders Track orders Customer contact centre Manage customer contact Click and Collect Location Receive orders Track orders Record collection Receive returns Track returns Barcode scanner Identify customer/ order Authorise collection Authorise returns Service Desk Notify staff customer is awaiting collection or return Identify customer/ order Authorise collection Authorise returns Locker bank Identify customer/ order Authorise collection ANPR camera Food online order interaction Display catalogue and availability Capture orders Track orders Websphere Commerce Salesforc e.com Parcel Tracking Collections and Returns Staff Paging Locker bank system ANPR ecommerce system Payment systems MIS systems Enterprise Service Bus Order Orchestration System Dynamic Routing & Scheduling Product Master Navision Make and Reserve System Fulfilment systems Metapack Drop Ship Vendor Systems Transport Mgt system Fulfilment Systems Van Mgt Systems Kiddicare (inc Wine) GM Fulfilment Manage inventory Pick/dispatch order Receive returns Make and Reserve Other GM fulfilment Track status Record delivery Carriers Manage inventory Pick/dispatch order Receive returns Track Status Record Delivery Drop Ship Vendors Select optimum transport channel Track status Record Delivery Morrisons DC Manage inventory Pick/dispatch order Receive returns Online food fulfilment Online Food Fulfilment Provide sat-nav to driver Capture driver behaviour Capture proof of delivery / collection Photographs of door step delivery problems Legend 5 Modified functionality New functionality Subsequent phases Release in which functionality is implemented
6 Les composants clés REGLES METIER DISPONIBLE À LA VENTE GLOBAL PROCESSUS METIER GESTION DES ALEAS CONTRAINTES & COUTS DES CHANGEMENTS 6
7 Défis du Multi-Canal Direct Télévente Web Mobile ERP Entrepot 3PL Facturation 7
8 Défis du Multi-Canal - Orchestration Direct Télévente Web Mobile Finish Line In Store ecommerce ERP Entrepot 3PL Facturation) 8
9 Defis du Multi-Canal - Orchestration Direct Télévente Web Mobile ERP Entrepot 3PL Facturation 9
10 10
11 Défis du Multi-Canal - Disponibilité Direct Télévente Web Mobile ERP Entrepot 3PL Facturation 11
12 Défis du Multi-Canal - Exceptions Direct Télévente Web Mobile ERP Entrepot 3PL Facturation 12
13 Distributed Order Orchestration Web Call Center Stores Partner Stores Catalog Mobile GOP Distributed Order Orchestration Analytics Manage Availability Enrich Orders Orchestrate Fulfillment Transform Transactions Manage Visibility Manage Exceptions Logistics Warehouse Partners Stores Finance 13
14 Logistique Multi-canal Synthèse 1. Vue unique et consolidée des statuts des commandes à travers des systèmes hétérogènes 2. Réduction des stocks et couts d exécution 3. Pilotage centralisé et résolution proactive des exceptions 4. Meilleure précision des promesses de disponibilité et meilleure gestion des stocks 5. Pilotage amélioré des commandes grâce aux analyses intégrées 14
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