【正文】 ormation W/D S Today 20xx Today 20xx Grow sales 30 30 26 24 Increase gross margin 21 20 15 14 Decrease operating costs 18 18 20 22 Improve purchasing practices 17 16 16 18 Improve asset turnover 11 12 15 15 Change capital structure 3 4 8 7 32 Quadrant IV “Expected” High Low High Low USAGE Degree to which the practice is employed Quadrant III “Proven” ?Benchmark against petitors 33 Quadrant IV “Expected” Quadrant III “Proven” High Low USAGE Degree to which the practice is employed Quadrant II “Differentiated” ? Create a small family of measures addressing Cost, Quality and Time across anization, processes amp。 Processing the Order 42 Quadrant IV “Expected” Quadrant III “Proven” High Low High Low USAGE Degree to which the practice is employed Quadrant II “Differentiated” ? Provide one primary contact point for each type of customer ?Measure average wait time “on hold” for customers (., in minutes) ?Integrate telephone response technology and information systems Responding to Inquiries amp。 Reanization is also Required Methods Sales Mktg. Whsg. amp。 enter system 3 Reconcile purchase order amp。 Customer Service Obtaining Materials amp。 Exceptions” “Market Differentiation” Reliability Resilience ValueAdded Goal: To enhance the role of outside sales 39 Salesforce Continues to Shift to Inside Sales This Study Last Study 60% 40% 20% 0% Today 20xx Today 20xx 46% 54% 57% 43% 39% 61% 51% 49% Inside Sales Outside Sales 40 Inside Sales Is Being More Proactive and Less Administrative Today 20xx Today 20xx Order taking amp。 Customers 28 Developing Vision amp。 Supplies Mng. Inventories amp。物流管理 Arthur Andersen 2 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 3 Wholesale Distribution Industry Program 目 錄 3 The Wholesale Distribution Industry 4 The Classic Channel Product Service Information Information $ Manufacturer Wholesaler Distributor Customer 5 Many Forces Are Changing the Channel Manufacturer Wholesaler Distributor Customer Alternate Channel Formats Business Climate Business Climate 6 Channel Formats Manufacturer ? Service Providers ? “Door to Door” ? Third Party Influencers ? Catalog amp。 Customer Service Obtain Materials amp。 speed of delivery 7 7 4 4 4 4 24 W/Ds need to understand their cost Sophisticated management information, and its use, will be key to success in future W/Ds have information to decide about profitable customers, products, and services Agree/Strongly Agree 96% 96% 98% 97% Better Information is Needed to Make Better Business Decisions 66% 54% W/D S 25 Quadrant IV “Expected” Quadrant III “Proven” Quadrant I “Innovative” High Low High USAGE Degree to which the practice is employed ? Track satisfaction using informal feedback Quadrant II “Differentiated” ?Include customer satisfactionrelated measures in employee reviews ?Track customer satisfaction with internal operating statistics 26 Quadrant IV “Expected” Quadrant III “Proven” High Low Low USAGE Degree to which the practice is employed ? Track satisfaction using informal feedback ? Track customer satisfaction with formal market research annual satisfaction surveys, performance relative to petitors, etc. ? Track customer satisfaction using external sources other than customers Quadrant I “Innovative” 27 Enhancing Company Value AA Services ? Market Needs Assessment ? Competitive Profiling/Benchmarking ? Market Entry Strategies ? Channel Effectiveness ? Pricing Structures ? Market and Sales Organizational Structure ? Advertising Effectiveness Understanding Markets amp。 Reliable Service” “Management of Problems amp。 Earn on individual SKU’s 55 Enhancing Company Value AA Services ? Sales Force Effectiveness ? Customer Satisfaction ? Business Process Reengineering ? Performance Management ? Channel Strategies ? Information System Planning ? Package Software Selection ? Profitability Analysis ? Inventory Management ? Outsourcing Selling amp。 Spirits Wholesalers of America 83 Practice Support Activities Proposal/Engagement Support Centralized source for wholesale distribution industry information: ? Industry Trends ? Performance Statistics ? Best Practices Office Seminar Support Presentations on industry program research. Specific expertise in strategic planning or quantitativelybased consulting engagements. 84 Current / Recent Industry Projects NAW Benchmarking Project 85 Process to Benchmark Purchasing/Inventory Management 3 Chosen for the following reasons: ? Importance to a distributors? business ? Data should be relatively easily accessible 86 WHOLESALE DISTRIBUTION Process Classification Scheme: W/D Operating Process Plan for and acquire necessary resources or inputs * Acquire capital goods * Hire employees * Obtain materials and supplies * Obtain appropriate technology Convert resources or inputs into products * Develop and adjust production process (for existing process) * Schedule production * Move materials and resources * Make product * Package and store the product * Stage the product for delivery 5A. Manufacture or Convert Products Make delivery * Arrange product shipment * Deliver products to customers * Install (if specified) Manage delivery process * Document and monitor order status * Manage inventories * Assure qual