【正文】 :216。 American Machine Tool Distributors Association216。 American Veterinary Distributors Association 216。 American Wholesale Marketers Association216。 Barber and Beauty Supply Institute216。 Concrete Reinforcing Steel Institute216。 Industrial Distribution Association216。 National Association of Aluminum Distributors216。 National Association of Electrical Distributors216。 National Association of Wholesaler Distributors216。 National Business Forms Association216。 National Electronics Distributors Association216。 National Locksmith Suppliers Association216。 National Paper Trade Association216。 National School Supply and Equipment Association216。 National Welding Supply Association 216。 National Wholesale Druggists’ Association216。 Northamerican Heating, Refrigeration and Air Conditioning Wholesalers 216。 Outdoor Power Equipment Distributors Association216。 Power Transmission Distributors Association216。 Steel Service Center Institute216。 Wallcoverings Association216。 Wine amp。 Spirits Wholesalers of America83Practice Support ActivitiesProposal/Engagement Support Centralized source for wholesale distribution industry information:?Industry Trends?Performance Statistics?Best PracticesOffice Seminar Support Presentations on industry program research.Specific expertise in strategic planning or quantitativelybased consulting engagements.84Current / RecentIndustryProjects NAWBenchmarkingProject85Process to BenchmarkPurchasing/Inventory Management3 Chosen for the following reasons:p Importance to a distributors’ businessp Data should be relatively easily accessible 86WHOLESALE DISTRIBUTIONProcess 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 delivery5A. 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 quality* Schedule and perform maintenance* Monitor environmental constraints5B. Deliver Product Plan for and acquire necessary resources* Hire employees* Obtain materials and supplies* Obtain appropriate technology* Acquire capital goods Develop human resource skills* Define skill requirements* Identify and implement training* Monitor and manage skill development Deliver service to the customer* Confirm specific service requirements for individual customers* Identify and schedule resources to meet service requirements* Provide the service to specific customers Ensure quality of service6. Deliver Services Bill the customer* Develop, deliver, and maintain customer billing* Invoice the customer* Respond to billing inquiries Provide aftersales service* Provide post sales service* Handle warranties and claims Respond to customer inquiries* Respond to information requests* Manage customer plaints7. Invoice and Service Customers Obtain Materials and Supplies87Industries Represented in Project3 Electrical3 Hardware3 Industrial3 Metals3 MRO Supplies3 Wine/Spirits88Purchasing/Inventory ManagementProcess WorkplanThe following identifies the five major steps that were performed by the panies in the NAW benchmarking project:r Goals and objectives of the pany for the process/areas associated with the processr Documentation on how employees associated with the process are pensated and performance monitoredr Process mapping of the processr Development of time estimates for employees involved in the processr Data collection questionnaire89InboundShipmentsFilling an Order/DeliveryForecasting Buying InventoryControlProcess to Determine“Best Practices”Inventory Management3 Recognize need to buy3 Complete purchase requisition information3 Confirm with suppliers amp。 enter system3 Reconcile purchase order amp。 invoiceReassessment90Obtain,Understand andAnalyze BestPracticesAdapt andIncorporateBest PracticesRecalibrate and ImproveDetermineWhat toBenchmarkUnderstandYour OwnProcessAnalyze CurrentAnd Future PerformanceGaps? Customize Process Classification Scheme to the Industry? Identify core processes that are critical to the Industry (. process customer orders)? Formulate mon definitions of terms (., fill rate, errors, lead time, etc.)? Conduct training on how to process map? Review process maps that are developed by pilot panies for pleteness? Provide onsite facilitation and analysis of each pilot pany’s process maps? Review all process maps from pilot panies to ensure consistency. Arrive at quantitative and qualitative best practices and link to best performance? Conduct survey of panies to gather quantitative and qualitative data on the customers order process ? Create report of best practices? Create and distribute a customized confidential PARlike report for each pany to pare and contrast to all panies? Conduct group session to:(1) explain what the data means(2) identify performance gaps, and(3) brainstorm possible solutions? Prioritize changes needed to implement best practices. Perform cost/benefit analysis if required? Assist in implementing the best practices? Create ongoing monitoring system with proper performance measuresFramework for BenchmarkingTHIS PROJECT COVERED THESE FOUR STEPS91Project Deliverables