Clear & Sunny Customer Satisfaction in the Forecast

Transcription

1 Clear & Sunny Customer Satisfaction in the Forecast Elemica Sourcing and Supply Chain Conference Houston, Texas September 11, 2012 Gary Neights Director, Product Management

2 Mission Critical Solutions Supply Chain Solutions For Customer Service & Sales Logistics & Transportation Procurement Finance Established in 2000 by the Chemical and Tire & Rubber Industries More than 40 of top 50 chemical companies and 10 of top 11 tire & rubber companies transact through Elemica Primary focus is our Customers Leading multinational manufacturers rely on us for mission critical business commerce and connectivity to the global supply chain 2

3 Process and Data Integration Process Integration requirements are met with Elemica's SmartLink Supply Chain Solutions Data Integration requirements are met with Elemica s QuickLink Network We harmonize both Process and Data Integration so you can excel 3

4 Agenda Elemica Customer Management Customer Management Value Spot Light Product QuickLink Spot Light Product Delivery Forecast Customer Management User Council

5 Outside In View of a Customer Orders Phone and Fax! 5

6 Inside View: SAP Needs Sales Orders 6

7 Elemica Bridges the Execution Gap 7

8 Product Descriptions Sales Order Management Receive purchase orders as data files (EDI, XML, etc), print files, or even . Includes QuickLink and QuickLink Print for customer orders. Repeat Order Entry Batch upload PO spreadsheet for year, quarter, month, etc. Elemica releases PO to the ERP to ensure proper MRP and ATP calculations. Vendor Managed Inventory Maintains tank levels based on your supply strategy. Based on inventory readings, demand forecasts, and in transit status. Rail Car Fulfilment Maintains correct number of rail cars to support optimal inventory levels. Delivery Forecast Manages delivery schedules that evolve over time. Invoice Management Supports EU VAT compliant digital signatures and data archive. 8

9 Some Ideas for the Future Roadmap concepts are in various stages of ideation / assessment. Not for sale! 9

10 Agenda Elemica Customer Management Customer Management Value Spot Light Product QuickLink Spot Light Product Delivery Forecast Customer Management User Council

11 Value Survey User Group Activity Draft qualitative report Created Survey Piloting with 8 people Will share some preliminary insights Evolving as we uncover new data Working with outside groups to ensure objectivity Will distribute widely over the next month 11

12 Benefits of Inbound Order Automation? What do you think they are? 1) Data entry reduction. 2 fold. Leads to lower resource and input errors. 2) Let s CSRs provide higher value activities. 3) Audit trail. Reduce order loss have a record. 4) Forecasts to actual verification. 12

13 Survey Says. The benefits of Inbound Order Automation are: 1) Reduced errors during order entry 2) Business process improvements 3) Free up time for higher value tasks 4) Process standardization 5) Reduced errors in downstream processes Preliminary results of Customer Management User Group Value Survey. 13

14 Problems solved by Order Automation? What problems are solved? 1) Product ID 2) Delivery / ship date 3) Product Quantity 4) ShipTo Address 5) Pricing 14

15 Survey Says. Problems solved by Inbound Order Automation are: 1) Wrong product 2) Wrong location 3) High order fulfillment costs 4) Delayed orders Preliminary results of Customer Management User Group Value Survey. 15

16 Agenda Elemica Customer Management Customer Management Value Spot Light Product QuickLink Spot Light Product Delivery Forecast Customer Management User Council

17 QuickLink 17

18 Spot Light Product 1: QuickLink Continued strong growth: Solves unmet needs Helps CSRs Continuous improvement Engagement Rollout Technology 18

19 QuickLink Inbound Orders Automation QuickLink ERP For Sales Order Management QuickLink For Sales Order Management Customer size Larger Larger and Smaller Rollout Customer Requirements Data Characteristics Elemica Technical Operations Conversion Slower More More Structured Fewer Customer needs a project ERP Software B2B Software B2B Staff Business Rules Checks Convert to outbound and Deliver Projects of 1-5 Customers Heavy customer involvement Faster and Cheaper Fewer Less Structured More No customer project Spreadsheet, ERP, etc No B2B Staff Receive and authenticate Convert file in Detect and resolve format changes Convert text to ERP codes Detect data errors Business Rules Checks Convert to outbound and Deliver Programs of 100s of customers As much customer involvement as you want 19

20 QuickLink Moving to Larger Roll Outs Lessons learned: Empowered project manager Don t rush the start Project team training Face-to-face Avoid whisper down the lane Quality, then speed Organization of CSRs Distributed versus central Expect to surface existing process and ERP issues Drive early internal success 20

21 Agenda Elemica Customer Management Customer Management Value Spot Light Product QuickLink Spot Light Product Delivery Forecast Customer Management User Council

22 Spot Light Product 2: Delivery Forecast 22

23 Delivery Forecast Overview: System Receives a Multi-line Schedule Each multi-line schedule compared to previously received multi-line schedule New requirement = create Change requirement = change Missing requirement = cancel 23

24 DelFor 2.0 Project Today Exports orders; limited flexibility; limited alerting Project: Export demand data Increase flexibility Increase alerting flexibility 24

25 Agenda Elemica Customer Management Customer Management Value Spot Light Product QuickLink Spot Light Product Delivery Forecast Customer Management User Council

26 2012 Schedule: Customer Management Q Q Q Q Date Webinars Delivery Forecast Solution Updates - DELIVERED Ebusiness Value Case WORKING SESSIONS CONDUCTED Customer Portal Cost to Serve Model - IN PROCESS Repeat Order Entry Vendor Managed Inventory Working Sessions (Call or Face to Face) Q1 Ebusiness Value Case - CONDUCTED Q2 Customer Portal Cost to Serve Model; Hub Survey - MULTIPLE Q3 Network Adoption / 2013 Roadmap Discussion 9/12/2012 Q4 TBD 26

27 Who We Need in the Council Supply Chain VP Distribution and Logistics Director of Supply Chain Operations Process Improvement / ebusiness Supply Chain Analysts S&OP Leaders Manufacturing Planning / Scheduling Order Fulfillment VP Customer Service Managers Customer Service Specialists / Representatives Pick/Pack/Ship Accounts Receivable and Collections Returns Elemica Account Management Professional Services Sales Development Elemica customers are eligible for membership 27

28 Contact Me Gary Neights Director, Product Management Elemica mobile LinkedIn Group Customer Management User Council 28

29 Thank You

30 Agenda Supply Chain Execution Challenge. Customer Management Value Customer Management User Council