安达信安盛-物流管理(ppt99)

物流管理ArthurAndersen23物流管理3WhatisAADoingintheMarketplace?3Trends/HotButtonsinWholesaleDistribution3ServiceLineExamplesCustomerSatisfactionChannelMarketing3WholesaleDistributionIndustryProgram目录3TheWholesaleDistributionIndustry4TheClassicChannelProductServiceInformationInformation$ManufacturerWholesaler-DistributorCustomer5ManyForcesAreChangingtheChannelManufacturerWholesaler-DistributorCustomerAlternateChannelFormatsBusinessClimateBusinessClimate6ChannelFormatsManufacturerServiceProviders“DoortoDoor”ThirdPartyInfluencersCatalog&Technology-AidedRetailerBasedBuyerInitiatedPointofConsumptionMerchandisingManufacturerBasedWholesaler-DistributorCustomer7CustomerMarketSegmentsContinuetoFragmentRequiringDifferentSuppliersHighLowLowHighValue-AddedServiceNeedsoftheCustomer/SupplierNeed:-Customerquality&uniqueproduct/serviceconcernsExample:-Specialtydistribution-Focusononeofproduct,service,customer,locationNeed:-Smallorders-LowcostExample:-Directmail-catalog-WarehouseclubNeed:-LargeOEMcontractsExample:-Manufacturer-directNeed:-Outsourcing-IntegratedSupplyExample:-Large-distributorconverterTraditionalWholesaler-Distributor’sCustomers8Industry/ProductLifeCycleConceptINTRODUCTIONGROWTHMATURITYDECLINEWholesaler-DistributorOtherChannelsManufacturerSupport9ExtensionoftheLifeCycleConcept:ReformationandTransformationINTRODUCTIONGROWTHMATURITYDECLINEINTRODUCTIONGROWTHMATURITYDECLINETransformationReformation10Reformation-OptimizingCoreCompetenciesFocusonreducingcostsFocusonprovidingbasicservicesRetentionandpenetrationofcustomersIncreasedoutsourcing(delivery;drop-shipmentsdirectfromsuppliers)Shifttoinsidesalesforce11Transformation-ReinventingtheBusinessFocusonrevenuegrowthIncreasedimportanceofinnovativevalue-addedservicesStrategicalliancesforintegratedsupplyEmphasisonreinventingthebusinessandredeployingtheworkforceReengineerthesalesforce12TrendsContinuingFrom1992StudyW/DsdonotagreewiththeirsuppliersonkeyissuesMarginsandprofitabilitycontinuetobepressuredAlternatechannelformatsareheretostayMergersandacquisitionscontinueatarapidrateW/DsareimprovingproductivityAttractingandretainingstrongmanagementtalentremainsachallenge13EmergingIssuesLargecompaniesstillgrowing;small/mediumcompaniesturntobuyinggroupsMarketingalliancesemergeIntegratedsupplyprogramsflourishSomesegmentsshiftfromsupply“push”todemand“pull”inAlternatechannelsshakeout14WhatisAADoingintheMarketplace?15QuestionstoAnswer3HowareyouusingtheFTFOCstudy?3Hotissues/activitiesforclientsandtargets3WhatdoestheIndustryProgramprovidethatisvalue-added/non-valueadded?3WhatfurthersupportdoyouneedfromtheIndustryProgram?16FACINGtheFORCESofCHANGENAWDREFTransformingYourBusinessWithBestPractices17ObjectivesoftheStudyToprovideacompilationofcriticaltrendsformanagementtouseinstrategicplanningeffortsToprovideinsightsintohowleading-edgecompaniesarepreparingtofacethesecriticaltrends18TheShiftFromDepartmentaltoProcessMindsetUnderstandMarkets&CustomersDevelopVision&StrategySelling&CustomerServiceObtainMaterials&SuppliesMng.Inventories&DeliveriesDevelopHumanResourcesSales&MarketingPurchasingWarehousingDeliveryAdministrationSales&MarketingPurchasingWarehousingDeliveryAdministrationPastPresentFuture?19BestPracticesMatrixQuadrantIV“Expected”QuadrantIII“Proven”QuadrantI“Innovative”QuadrantII“Differentiated”HighLowHighLowGAPUSAGEDegreetowhichthepracticeisemployedDegreetowhichthepracticeprovidesdifferentiatedprofitabilityor“gap”overnon-users20UnderstandingMarkets&Customers21KeyMessagesWholesaler-distributorsmustcreateanduseformalmethodstogaincustomerfeedbackandimprovecommunication.Formallyandcontinuouslymeasurecustomersatisfaction.Segmentmarketsandcustomers,anddesignoradjustbusinessprocesses,basedonabalanceofpriceandvalue.Takeadvantageofinherentstrengthstodeliverthebestvaluefortheprice.22W/Dsgaugecustomer’ssatisfactionAgree/StronglyAgree50%45%27%17%21%18%W/DsDoNotCommunicateWellWithTheirCustomersW/DSCommunicationisgoodW/Dsunderstandcustomer’sexpectations23CustomersFocusonBestValueandLowestCost–Complete&ReliableDeliveriesareAssumedW/DHighROTASToday2000Today2000Today2000Completeness&reliabilityofdeliveries112211Competentoutsidesalesperson265857Bestvaluefortheprice321122Competentinsidesalesperson436676Qualityofproduct553333Lowesttotaldeliveredcost64751210Frequency&speedofdelivery77444424W/DsneedtounderstandtheircostSophisticatedmanagementinformation,anditsuse,willbekeytosuccessinfutureW/Dshaveinformationtodecideaboutprofitablecustomers,products,andservicesAgree/StronglyAgree96%96%98%97%BetterInformationisNeededtoMakeBetterBusinessDecisions66%54%W/DS25QuadrantIV“Expected”QuadrantIII“Proven”QuadrantI“Innovative”HighLowHighUSAGEDegreetowhichthepracticeisemployed•TracksatisfactionusinginformalfeedbackQuadrantII“Differentiated”•Includecustomersatisfaction-relatedmeasuresinemployeereviews•Trackcustomersatisfactionwithinternaloperatingstatistics26QuadrantIV“Expected”QuadrantIII“Proven”HighLowLowUSAGEDegreetowhichthepracticeisemployed•Tracksatisfactionusinginformalfeedback•Trackcustomers