arvato_presentation_Jan_09_including_Automotive

arvatoservicesChina2Overview•companyoverview•arvatointroduction•Strategy•Services•Locations•arvato’spresenceinChina•arvatodigitalservices•arvatoservicesChina•Beijing•Shanghai•Shenzhen(arvatologisticsservicesChina,Ltd.)3ContentServicesDirect-to-CustomerTheworld’smostinternationalmediagroup.Employees:102,397Sales:€18.76billionarvatoispartoftheglobalBertelsmannnetwork4ArvatoGrowthStrategy:Growthin3DimensionsNewmarketsNewclientsNewservices…strengthendpresenceinChina,India,EEITHardware,ConsumerElectronics,PublicAdmin…Governmentalservices….ManagedServices….E2Eservices5arvatoservicesValueChainProcurementPlanningBundling/PackagingProductionondemandLettershop/ProductionSCMStrategyConsultingProjectManagementITSolutionsConsultingContentCreationContentManagementDigitalDistributionArchivingDataManagementProcessing&ClearingOrderManagementB2BCustomerServiceCustomerServiceCarrierManagementReverseLogistics&RepairReturnsManagementWarehousing/FulfillmentLogisticsA/RManagementBilling&InvoicingFinanceIntegratedIT-SystemsDataMining-ContactMgmt.-AnalyticCRM-Billing-CardMgmt.-MailMgmt.-DocumentMgmt.-OrderMgmt.-ClubMgmt.ProductionPlanning-MaterialsManagementWarehouseManagement-TransportManagement-BusinessWarehouseReportingCRMSCMDigitalPrintInternationalPostalDeliveryMailing/CardProductionCRMStrategyConsultingMarketingConsultingBusinessModelDevelopmentDataCapture/DataMiningDatabaseMgmt./ArchivingList-brokingAddressManagementDRTVServices/MembersupportTechnicalSupport/ProcessingServiceCenter/TelesalesWarehouseManagementPick&PackTransportOptimizationCreditRating/RiskMgmt.CollectionOnlineClearing/SharedServicesFactoring/CorporateDebitProcessConsultingBackOfficeSupportSourcingProcurement6Showcase1:InternationalSupplyChainSolutionsWarehousingMonitoringPackagesearchMailingoptimizationWarehousing/removalfromwarehouseInventoryStoringaccordingtoarticlenumberApplicationofFIFOprincipleIMEImanagement(mobiles)Temperaturecontrolledlogistics(pharmaindustry)CarrierManagementCarrierPerformancemeasurementOrderandshipmentbundlingTrackandTraceCustomsdeclarationsformorethan160countriesCODOnlineLogisticsManagementReturnsManagementReverselogisticsandend-of-lifemanagementStructuredgoodsreceiptDenialofacceptanceReturnsDOA(„deadonarrival“)FaultygoodsClearingTechnicalcall-centerforreturnsProductionPositioncheckCoveringPackagepre-decisionContinualABC-analysisCardboardconveyortechnique/routingPostponementLightassemblyLatecustomizationProductiondeliverynotesProductionaddresslabelsOrderManagement7Showcase2:InternationalAfterSalesSolutionsReverseLogistics/End-of-lifeMgmt.Fullyweb-enabledsystemAutomatedshoppick-upsEurope-widesame-daycollectionfromPoSOnlineTrackandTraceTechnicalsupportStatusinformationContactanalysisGoodsrecyclingprocess,wastedisposalSwapManagementAdvancedswapsStandardSwapsOrderprocessingBundling/packagingShipmentInventorytrackingOnlineTrackandTrace12hr/24hrshipmentReportingRepairsModulebasedrepairsBoardlevelrepairsRefurbishmentQualitycontrolTAT3daysCostestimationsHandsetsNetbooksSmartphonesNotebooks(Dec08)SoftwareUpdatesWAP-SettingsGPRS-SettingsUpgrades/UpdatesSettingsforlocation-basedservicesCustomizingImageupdatesBIOSupdates8Showcase3:InternationalCustomerCareSolutionsCustomerContactCentersCall-centers(inbound/outboundcalls)Mails,Letters,Faxes,Online-SupportOrderplacement1st/2ndlevelsupport24hravailability10+internationalbusinesslanguagesTrainedstaffUp-sellingCross-sellingCustomerServiceOrderManagementCanvassingUpgradingChangeofcustomerdetails(relocation,changeofbank,namesetc.)CreditCheckBilling/enquiriesconcerningfactoringStatusquestionsEscalationsTechnicalSupport/ActivationTechnicalsupportProductinformationEscalationsActivationprocess(incustomersystem)DeactivationprocessBillingCustomerLoyalty/CRMprogramsDatabasemarketingandproduction/processingAddressmanagementLettershops/PrintshopsMailinglogistics,premiumlogisticsSteeringofprovidersandadvertisingagenciesServicecenters(informationonaccount,premiumpartners)9TodayarvatoOperatesin35CountriesSãoPauloKitchenerSydneyUSA:BerryvilleDallasDullesDuncan,SCHorshamLouisville,KYMountainViewNewYorkPleasantPrairie,WIRenoValencia,CAWeaverville,NCMontereyBogotaBuenosAiresSingaporeBangkokNewDelhiGurgaonPortElizabethMarrakeshCasablancaBeijingShanghaiHongKongGuangzhouHangzhouShenzhenLisbonPortoBarcelonaMadridMalagaSwitzerland:AdligenswilBaarPrattelnRotkreuzSchlierenBergamoAthensTurkey:AnkaraDiyarbakirIstanbulIzmirBelgium:AntwerpBrusselsZaventemDublinNetherlands:AbcoudeHilversumVenloVenrayMalmöTallinnYaroslavlViennaBudapestPoland:PlewiskaSzczecinPoznanBlonieWarsawGadkiUK:Beverley/WillerbyBirminghamEastRidingHighWycombeLiverpoolLondonTwickinghamGermany:FreiburgGilchingGöppingenGrefrathGüterslohHamburgHarsewinkelHerneHerzebrockClarholzHeusweilerEiweilerIngolstadtKorbußenKornwestheimMarienfeldDürenDüsseldorfEiweilerErfurtEnnigerlohEschbornFlensburgFrankfurta.M.MeerbuschMonheimMünchenMünsterNeckarsulmNeubrandenburgNeumuenster