物流管理英文讲义

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
Customer
Information $
4
Many Forces Are Changing the Channel
Business Climate
Manufacturer
WholesalerDistributor
Alternate Channel Formats
Customer
Business Cay 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
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
MATURITY
DECLINE
9
Reformation - Optimizing Core Competencies
Focus on reducing costs Focus on providing basic services Retention and penetration of
Other Channels
8
Extension of the Life Cycle Concept: Reformation and Transformation
INTRODUCTION GROWTH
Transformation
MATURITY
DECLINE
Reformation
INTRODUCTION GROWTH
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
Reengineer the salesforce
11
Trends Continuing From 1992 Study
W/Ds do not agree with their suppliers on key issues
Margins and profitability continue to be pressured
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
3 Wholesale Distribution Industry
Program 2
The Wholesale Distribution Industry
3
The Classic Channel
Product Service Information
Manufacturer
WholesalerDistributor
Administration Sales & Marketing
Purchasing Warehousing
Delivery Administration
Past
Present
Future?
Understand Markets & Customers Develop Vision & Strategy Selling & Customer Service
Formally and continuously measure customer satisfaction.
Segment markets and customers, and design or adjust business processes, based on a balance of price and value.
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
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
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
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
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
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”
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
“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
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
19
Understanding Markets & Customers
20
Key Messages
Wholesaler-distributors must create and use formal methods to gain customer feedback and improve communication.
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
High
Value-Added Service Needs of the Customer/Supplier 7
Industry/Product Life Cycle Concept
INTRODUCTION GROWTH MATURITY DECLINE
Manufacturer Support
WholesalerDistributor
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
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