【正文】 EC. Siemens also appears to have some problems (focusing on CS). Data Only several pieces of data given for best (ranges from 70 to 100%) Page 25 13. What is you current order transmission mode ? Fax ? Telephone ? Email ? Other__________ Ordering Question 13 Order Transmission Mode Survey Result Comments ? Many customers have a preference for utilizing “interactive” (. telephone or face to face) ordering modes so that they can get a clear idea of product availability ? Currently, no respondents use to place orders. Presumably this is because of the low level of IT infrastructure in China and that vendors have not developed this type of service. Customers in Guangzhou region are more open to adopting new technologies than those in the North China and Central areas. ? Customers and sales staff indicated problems with current order processing related to the heavily manual work process involved, multiple handoffs (between Electrolux logistics and sales depts) and problems with outdated inventory information on product availability in LDC. % o f r e s p o n s e s58% 58%0%14%0%10%20%30%40%50%60%70%F a x T e l E m a i l F a c e t o f a c ePage 26 14. What is the order fulfillment performance of Electrolux? Order fulfill rate ___________ 88% Back order rate ___________ 8% Order unfulfilled rate ___________ 4% Survey Results Comments ? The average order fill rate is 88%, the rate of back order is 8%, and the unfulfilled rate is 4%. ? CS region has the highest order fulfill rate at 92%, enhanced by its close proximity to the manufacturing base. ? Since the LDCs in NE region usually have large inventory and use LDCs to serve almost all the customers, the order fulfill rate is also very high. ? The order fulfill rate in GZ region (Guangdong, Fujian, Guangxi) ranks the lowest at 73%, due to the lack of effective and efficient munication on both local inventory level and inventory level in RDC. ? Order fulfillment performance is relatively better in big cities. Almost all the responses from Shanghai said the fulfill rate is 100%. ? Key accounts, such as Carrefour experienced higher rate of back orders during the weekend when Electrolux has no person take care of logistics service, and they usually keep lower inventory level ? (Sales Managers in both Guangzhou and Shenzhen were concerned about the lack of available and timely inventory information in the RDC, since they could only receive the information on a monthly basis). 0%20%40%60%80%100%N a t i on a l NC EC GZ CS C e nt r a l NE W% of Order FulfillmentF i l l e d D e l a y e d N o t F i l l e dOrder Fulfillment Ordering Question 14 Page 27 Electrolux Stockouts Frequency Ordering Question 15 15. How often do you experience stockout of Electrolux products? (frequency and the number of units) Survey Result Comments ? Respondents indicated that most stockouts occur during promotional periods and new product launch. ? Out of 16 responses who registered stock out, 3 are distributors, 9 are retailers, and 4 are multiple retail formats ? Generally speaking, customers experienced stock out ranging from once to more than 10 times, respectively. And the units for each stock out ranged from 1 to 200 each time. ? The stock out happens more often in GZ regions whose business is still in infancy, also the small cities without LDCs ? Tian Li Fei, a distributor in Shenzhen, experienced stock out prior to the Chinese New Year, 2023 period with the product shortage estimated around 200 units. Number of times respondents experience d stockout of Electrolux products Once 3 Two 6 Three 2 Three 1 Five 1 Ten 2 Fifteen 1 Note: limited response 16 panies registered stockouts Page 28 Electrolux Stockouts Value Loss Ordering Question 16 16. What is the estimated value loss for stock out? (in % of total volume sold) ? % ? % ? % ? % ? 10% Response: 60% 17% 8% 4% 10% Survey Result Comments ? A high proportion of customers who indicated sales loss due to stockouts as over 10% were from the GZ region, especially for the customers in Guangdong and Fujian which experienced severe stockouts during the last year. ? As confirmed by both customers and Electrolux sales managers, some of the reasons for stockouts are high demand, low inventory and lack of timely information on inventory and product availability. 0%10%20%30%40%50%60%70%80%90%100%N a t i o n a l NC EC S o u t h CS C e n t r a l NE W% of Responses0 . 1 4 % 4 . 1 6 % 6 . 1 8 % 8 . 1 1 0 % 1 0 %Page 29 Ordering Performance ? “ Ability to Respond to Urgent Orders”, and “Product Availability” were identified as the most important factors from the survey, which Electrolux performed relatively weak pare to other items in ordering services ? The order fulfillment performance varied significantly across the different regions. Markets in which Electrolux have had a longer history of operation, were in close proximity to the manufacturing base, or were more mature markets, (. Shanghai) reported better customer satisfaction ? The overall customer satisfaction for Electrolux?s ordering service level is higher than the customer?s general experience within the marketplace, with the exception of GZ region ? Stockouts occurs more often during promotional period and new product launch. Customers in GZ region experienced more stockouts and higher value loss (10%) due to the growing demands caused by heavy marketing campaign, low inventory, and lack of transparency for inventory and product availability information ? Some key accounts