物流管理英文讲义
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Aided
6
Customer Market Segments Continue to Fragment Requiring Different Suppliers
High
Need: - Large OEM contracts Example: - Manufacturer-direct
Need: - Outsourcing - Integrated Supply Example: - Large-distributor converter
customers Increased outsourcing (delivery; drop-
shipments direct from suppliers) Shift to inside salesforce
10
Transformation - Reinventing the Business
Take advantage of inherent strengths to
deliver the best value for the price.
21
W/Ds Do Not Communicate Well With Their Customers
Agree/Strongly Agree
Focus on revenue growth
Increased importance of innovative value-added services
Strategic alliances for integrated supply
Emphasis on reinventing the business and redeploying the workforce
5
Channel Formats
Manufacturer WholesalerDistributor
Customer
Manufacturer Service Providers
Based
“Door to Door”
Retailer Based Buyer Initiated
Third Party Influencers Point of Consumption Catalog & Technology- Merchandising
19
Understanding Markets & Customers
20
Key Messages
Wholesaler-distributors must create and use formal methods to gain customer feedback and improve communication.
3 What does the Industry Program provide that is value-added/nonvalue added?
3 What further support do you need from the Industry Program?
15
FACING
the
FORCES
AArntdheurrsen
物流管理
目录
3 物流管理 3 What is AA Doing in the Marketplace? 3 Trends/Hot Buttons in Wholesale
Distribution
3 Service Line Examples
Customer Satisfaction Channel Marketing
Formally and continuously measure customer satisfaction.
Segment markets and customers, and design or adjust business processes, based on a balance of price and value.
58 11
57 22
Competent inside salesperson Quality of product
4
3
5
5
66 33
76 33
Lowest total delivered cost
6
4
7 5 12 10
Frequency & speed of delivery
7
7
44
44
23
Better Information is Needed to Make Better Business Decisions
To provide insights into how leading-edge companies are preparing to face these critical trends
17
The Shift From Departmental to Process Mindset
Sales & Marketing Purchasing Warehousing Delivery
Alternate channel formats are here to stay
Mergers and acquisitions continue at a rapid rate
W/Ds are improving productivity
Attracting and retaining strong management
Reengineer the salesforce
11
Hale Waihona Puke Trends Continuing From 1992 Study
W/Ds do not agree with their suppliers on key issues
Margins and profitability continue to be pressured
Other Channels
8
Extension of the Life Cycle Concept: Reformation and Transformation
INTRODUCTION GROWTH
Transformation
MATURITY
DECLINE
Reformation
INTRODUCTION GROWTH
Agree/Strongly Agree
W/Ds need to understand
W/D
96%
their cost
S
96%
Sophisticated management information, and its use, will be key to success in future
Communication is good W/D 50%
S 45%
W/Ds understand
27%
customer’s expectations 17%
W/Ds gauge customer’s 21%
satisfaction
18%
22
Customers Focus on Best Value and Lowest Cost – Complete & Reliable Deliveries are Assumed
3 Wholesale Distribution Industry
Program 2
The Wholesale Distribution Industry
3
The Classic Channel
Product Service Information
Manufacturer
WholesalerDistributor
of
CHANGE
Transforming Your Business With
Best Practices
NAW
DREF
16
Objectives of the Study
To provide a compilation of critical trends for management to use in strategic planning efforts
talent remains a challenge
12
Emerging Issues
Large companies still growing; small/medium companies turn to buying groups
Marketing alliances emerge Integrated supply programs flourish Some segments shift from supply “push”
Customer
Information $
4
Many Forces Are Changing the Channel
Business Climate
Manufacturer
WholesalerDistributor
Alternate Channel Formats
Customer
Business Climate
Administration Sales & Marketing
Purchasing Warehousing
Delivery Administration
Past
Present
Future?
Understand Markets & Customers Develop Vision & Strategy Selling & Customer Service
MATURITY
DECLINE
9
Reformation - Optimizing Core Competencies
Focus on reducing costs Focus on providing basic services Retention and penetration of
Obtain Materials & Supplies Mng. Inventories & Deliveries
Develop Human Resources
18
Best Practices Matrix
High
Quadrant IV Quadrant III
USAGE
Degree to which the practice is employed
Low
Need: - Small orders - Low cost Example: - Direct mail-catalog - Warehouse club
Low
Traditional WholesalerDistributor’s Customers
Need: - Customer quality &unique product/service concerns Example: - Specialty distribution - Focus on one of product, service, customer, location
“Expected”
Quadrant I
“Proven
”
Quadrant II
“Innovative”
Low
“Differentiated”
Low
GAP
High
Degree to which the practice provides differentiated
profitability or “gap” over non-users
to demand “pull” in Alternate channels shake out
13
What is AA
Doing in the Marketplace?
14
Questions to Answer
3 How are you using the FTFOC study?
3 Hot issues/activities for clients and targets
W/D
S
High ROTA
Today 2000 Today 2000 Today 2000
Completeness & reliability of deliveries 1
1
22
11
Competent outside salesperson Best value for the price
2
6
3
2
High
Value-Added Service Needs of the Customer/Supplier 7
Industry/Product Life Cycle Concept
INTRODUCTION GROWTH MATURITY DECLINE
Manufacturer Support
WholesalerDistributor
6
Customer Market Segments Continue to Fragment Requiring Different Suppliers
High
Need: - Large OEM contracts Example: - Manufacturer-direct
Need: - Outsourcing - Integrated Supply Example: - Large-distributor converter
customers Increased outsourcing (delivery; drop-
shipments direct from suppliers) Shift to inside salesforce
10
Transformation - Reinventing the Business
Take advantage of inherent strengths to
deliver the best value for the price.
21
W/Ds Do Not Communicate Well With Their Customers
Agree/Strongly Agree
Focus on revenue growth
Increased importance of innovative value-added services
Strategic alliances for integrated supply
Emphasis on reinventing the business and redeploying the workforce
5
Channel Formats
Manufacturer WholesalerDistributor
Customer
Manufacturer Service Providers
Based
“Door to Door”
Retailer Based Buyer Initiated
Third Party Influencers Point of Consumption Catalog & Technology- Merchandising
19
Understanding Markets & Customers
20
Key Messages
Wholesaler-distributors must create and use formal methods to gain customer feedback and improve communication.
3 What does the Industry Program provide that is value-added/nonvalue added?
3 What further support do you need from the Industry Program?
15
FACING
the
FORCES
AArntdheurrsen
物流管理
目录
3 物流管理 3 What is AA Doing in the Marketplace? 3 Trends/Hot Buttons in Wholesale
Distribution
3 Service Line Examples
Customer Satisfaction Channel Marketing
Formally and continuously measure customer satisfaction.
Segment markets and customers, and design or adjust business processes, based on a balance of price and value.
58 11
57 22
Competent inside salesperson Quality of product
4
3
5
5
66 33
76 33
Lowest total delivered cost
6
4
7 5 12 10
Frequency & speed of delivery
7
7
44
44
23
Better Information is Needed to Make Better Business Decisions
To provide insights into how leading-edge companies are preparing to face these critical trends
17
The Shift From Departmental to Process Mindset
Sales & Marketing Purchasing Warehousing Delivery
Alternate channel formats are here to stay
Mergers and acquisitions continue at a rapid rate
W/Ds are improving productivity
Attracting and retaining strong management
Reengineer the salesforce
11
Hale Waihona Puke Trends Continuing From 1992 Study
W/Ds do not agree with their suppliers on key issues
Margins and profitability continue to be pressured
Other Channels
8
Extension of the Life Cycle Concept: Reformation and Transformation
INTRODUCTION GROWTH
Transformation
MATURITY
DECLINE
Reformation
INTRODUCTION GROWTH
Agree/Strongly Agree
W/Ds need to understand
W/D
96%
their cost
S
96%
Sophisticated management information, and its use, will be key to success in future
Communication is good W/D 50%
S 45%
W/Ds understand
27%
customer’s expectations 17%
W/Ds gauge customer’s 21%
satisfaction
18%
22
Customers Focus on Best Value and Lowest Cost – Complete & Reliable Deliveries are Assumed
3 Wholesale Distribution Industry
Program 2
The Wholesale Distribution Industry
3
The Classic Channel
Product Service Information
Manufacturer
WholesalerDistributor
of
CHANGE
Transforming Your Business With
Best Practices
NAW
DREF
16
Objectives of the Study
To provide a compilation of critical trends for management to use in strategic planning efforts
talent remains a challenge
12
Emerging Issues
Large companies still growing; small/medium companies turn to buying groups
Marketing alliances emerge Integrated supply programs flourish Some segments shift from supply “push”
Customer
Information $
4
Many Forces Are Changing the Channel
Business Climate
Manufacturer
WholesalerDistributor
Alternate Channel Formats
Customer
Business Climate
Administration Sales & Marketing
Purchasing Warehousing
Delivery Administration
Past
Present
Future?
Understand Markets & Customers Develop Vision & Strategy Selling & Customer Service
MATURITY
DECLINE
9
Reformation - Optimizing Core Competencies
Focus on reducing costs Focus on providing basic services Retention and penetration of
Obtain Materials & Supplies Mng. Inventories & Deliveries
Develop Human Resources
18
Best Practices Matrix
High
Quadrant IV Quadrant III
USAGE
Degree to which the practice is employed
Low
Need: - Small orders - Low cost Example: - Direct mail-catalog - Warehouse club
Low
Traditional WholesalerDistributor’s Customers
Need: - Customer quality &unique product/service concerns Example: - Specialty distribution - Focus on one of product, service, customer, location
“Expected”
Quadrant I
“Proven
”
Quadrant II
“Innovative”
Low
“Differentiated”
Low
GAP
High
Degree to which the practice provides differentiated
profitability or “gap” over non-users
to demand “pull” in Alternate channels shake out
13
What is AA
Doing in the Marketplace?
14
Questions to Answer
3 How are you using the FTFOC study?
3 Hot issues/activities for clients and targets
W/D
S
High ROTA
Today 2000 Today 2000 Today 2000
Completeness & reliability of deliveries 1
1
22
11
Competent outside salesperson Best value for the price
2
6
3
2
High
Value-Added Service Needs of the Customer/Supplier 7
Industry/Product Life Cycle Concept
INTRODUCTION GROWTH MATURITY DECLINE
Manufacturer Support
WholesalerDistributor