Buy anywhere, Fulfill anywhere

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1 Buy anywhere, Fulfill anywhere Considerations for Omni-Channel Retail Supply Chain David Hogg, Commerce Solutions Leader Europe October 15 th,

2 1 Customer demands are driving supply chain developments 2 3 areas which retailers need to take note of and respond to 3 Considerations and how IBM can help 2

3 1 Customer demands are driving supply chain developments 2 3 areas which retailers need to take note of and respond to 3 Considerations and how IBM can help 3

4 However, Customers are looking for more IBM survey of 30,554 consumers in 16 countries, highlighted 5 top omnichannel needs, 4 of which focused on integrated supply chain capabilities Top 5 omnichannel capabilities 1. Price consistency across channels 2. In-store, locate out-of-stock item and get it shipped home 3. Track order status 4. Consistent assortment across channels 5. Return in store of online purchases Source: IBM IBV 2013 survey, n= 30,554 Q21 HYP2 New capabilities We surveyed 30,554 consumers in 16 countries to discover their opinions of omni-channel capabilities and the impact on choice 4

5 Retail supply chain executives, see the challenges for their operations ; Most Important Perceived Operational Challenges in Supply Chain Execution 5 5

6 Traditional supply chains have been linear with moderate challenges in demand volatility, delivery channels, order fulfilment windows and inventory Hub DC Local In Transit Supplier International Transit Manufacturer Customers Spokes Customers 6

7 Complex supply chains servicing stores and customers directly. Kiosk Manufacturer Special Order Supplier International Transit Hub DC Local In Transit Catalogue & Field Sales 3PLs Customers Call Center E-commerce DC Market Place Web and Mobile Spokes Customers Returns Customers Manufacturer Customers 3 rd Party suppliers and services increasing challenges in demand volatility, multiple order channels, faster fulfilment expectations and inventory utilisation 7

8 1 How Customer demands are driving supply chain developments and our understanding of Blokker 2 3 areas which retailers need to take note of and respond to 3 Considerations and how IBM can help 8

9 #1 Optimise and Model for success Be sure that your supply chain strategy locks in competitive advantage not cost 9

10 With the rapid growth of omni-channel retailing, it is critical for long term success that retailer supply chains have good design and inventory optimisation 10

11 Supply Chain strategy influencing store layouts, formats and organisational design 11

12 #2 Delivery Impact on Profit? Multiple options of fulfillment expected, much of it being free profitability is critical as volumes increase 12

13 Basket Size? What is the right balance on basket size and charging?.illustrative examples for next day delivery 10 Brand Brand Free 3.95 Brand Brand Scenario - Product value 20, with Gross Margin of 30% or 6 - Argos/Toys R us Delivery charge difference is 5 - What is happening? Is one operating at a loss, breakeven or enhancing gross margins? - How does this effect price and value perceptions? Delivery Charge 13

14 % of Online Orders collected from store What is the right mix of collection and delivery?.illustrative examples for click and collect % of online orders Click and collect forecast to double in 3 years, key capability to manage working capital and operating costs for Omni- Channel retailers 71% 86% 65% * 45% 5% 13% 31% 35% Average 2014 Forecast 2017 (1) Argos figure includes Check and Reserve * (2) Country information sourced from Planet Retail Click and Collect report, store information from company reports 14

15 #3 Beware of Disruptors New entrants and others see supply chain differently, focus on agility and innovation 15

16 New subscription models being offered to drive loyalty and predictability, however adoption will impact on existing operating and financial models $99 60 $ $39 $ $119 (1) Prices checked October

17 Amazon extends Prime to non-perishable Grocery items, in 48 US states supply chain economics very visible in its approach 17

18 1 Customer demands are driving supply chain developments 2 3 areas which retailers need to take note of and respond to 3 Considerations and how IBM can help 18

19 drive omni-channel revenue, improve customer satisfaction and profitability Cross Channel Cross channel sales Endless aisle Save the sale Markdown reduction Additional revenue streams resulting from system and process integration of online and Brick & Mortar Ability to sell merchandize that cannot be stocked profitably at each store Stock out reductions realized through expanded inventory access on existing assortment Expanded enterprise view of available inventory and sourcing flexibility improves conversion, improves turn and avoids markdown Dropship Expanded assortment Incremental revenue from expanded assortment from drop-ship agreements with 3rd party partners Guided selling Dynamic Bundling Ability to create dynamic bundles of products and services, and personalize these products and services through configuration Order management Order modification Self service Revenue from order modification / retention versus order cancelation and / or returns Consumer self-service capabilities reduce agent assisted service contacts Order fulfillment Improved order fulfillment rate 19

20 In summary, Customers are demanding more from retailer supply chains, considerations for success #1 Optimise and Model for success Be sure that your supply chain strategy locks in competitive advantage not cost #2 How does delivery impact profitability? Multiple options of fulfillment expected, much of it being free profitability is critical as volumes increase #3 Beware of Disruptors New entrants and others see supply chain differently, focus on agility and innovation All of which requires a connection between supply chain strategy and operational capabilities for long term profitable success 20

21 Thank You

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