【正文】 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。 Power Transmission Distributors Association216。 National Welding Supply Association 216。 National Electronics Distributors Association216。 National Association of Aluminum Distributors216。 American Wholesale Marketers Association216。 lower in ‘95, flat/lower in ‘963 Gross margin percentage continues to be flat/declining3 Operating expense control stagnant/ slightly improving3 Personnel productivity increasing3 Cash to cash cycle stable/improving slightly3 Characteristics of better performing firms:r Significant difference in operating expense to gross margin percentage lower people and nonpeople expenser Higher personnel productivityr Better asset management (less debt, better inventory techniques)r Do not have significantly higher sales growth or gross margin percentage65Hot Buttons in Wholesale Distribution / Opportunities for AA3 Customer Satisfaction3 Customer /Product/Vendor Profitability Reporting3 Strategic Planning3 Benchmarking3 Performance Management3 Sales Force Effectiveness3 Manufacturer/WholesalerDistributor Relations3 ABC Inventory Analysis3 Shared Services66Wholesale DistributionIndustry Program Support Materials67Wholesale Distribution Support ActivitiesCLIENTSERVICE ANDSUPPORTTRAINING INFORMATION?4500 ClientsLEADINGEDGERESEARCH?Delphi Studies?Surveys?St. Charles ?Speeches?Seminars?PAR Reports?Management Foresight?Best Practices Knowledge BaseLIAISONWITH TRADEASSOCIATIONSWORLDWIDE INDUSTRYDIRECTOR68Wholesale Distribution FeesFY 96 FY 95 GrowthABA 96,090 93,290 %Tax 42,138 41,839 %BC 17,078 12,631 %EFC 6,906 4,929 %Total 162,211 147,760 %Cons. 761,733 675,982 % %69Wholesale Distribution FeesFY 96 FY 95 GrowthUS 63,262 57,835 %Americas (nonUS) 8,434 9,110 (%)Europe/Asia 72,835 63,248 %Pac/Aus 17,680 17,567 %Total 162,211 147,760 70Support MaterialsResearch Materials and Marketing Support3 FTFOC: Transforming Your Business With Best Practices?Powerpoint Presentation?Generic Articles for Local or Trade PressIndustry Information3 Credentials Binder (update ing 1/97)3 Quarterly Newsletter (“Channels”)3 Wholesale Distribution Industry Team Monthly Report3 Back Issues of Distribution Newsletter3 Brochures (Management Foresight / Logistics 2020)3 AA OnLine3 Web site71Support Materials (Cont’d)Proposal Support3 Client Lists3 Sample Proposals (Chicago and National)3 Presentations to WholesalerDistributors?Customer Profitability?Benchmarking?Sales Force Effectiveness?Customer Satisfaction?Channel Strategies72W