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Bill Stankiewicz Verstrepen
 

Bill Stankiewicz Verstrepen

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You are viewing presentations from conferences that I have attended. Please enjoy & if we can help you with any logistics projects in the Americas please contact me at 678.364.3475...

You are viewing presentations from conferences that I have attended. Please enjoy & if we can help you with any logistics projects in the Americas please contact me at 678.364.3475

Bill was also on the Board of Directors for the St.Vincent DePaul Foodbank in Roseville California helping with the fund raising and meals to the poor program. While based in Northern California he was successful in fund raising programs for the Crusade of Mercy and helped Father Dan Madigan at the Sacramento Food Bank also. For 2008, Bill is a member of the Board for WORKTEC on also an Advisory Board Member for Boys and Girls Club for Metro Atlanta-Clayton County Chapter. See www.worktec.biz or www.bgcma.org . Bill is also on the Board of Directors for the Southeastern Warehouse Association & represents Georgia for 2010-2012.

Regards,

Bill Stankiewicz
Vice President and General Manager
Shippers Warehouse
Email: williams@shipperswarehouse.com
www.shipperswarehousega.com
http://www.linkedin.com/in/billstankiewicz2006
http://twitter.com/BillStankiewicz
http://www.topexecutivesnet.com/index.aspx

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    Bill Stankiewicz Verstrepen Bill Stankiewicz Verstrepen Presentation Transcript

    • www.vil.be Eye For Transport Amsterdam September 27th, 2007 Workshop Reverse Logistics Workshop Reverse Logistics in the hi-tech & electronics industry www.vil.be © Flanders Institute for Logistics Jordaenskaai 25 B-2000 Antwerpen Belgium 1 VIL © 2007
    • www.vil.be Flanders Institute for Logistics (VIL) Reverse Logistics Workshop 2 VIL © 2007
    • www.vil.be What is reverse logistics? The reverse logistics process covers the return flow of materials from end customer towards manufacturing site: Reverse Physical flow Logistics Admin flow Workshop Financial flow Reverse flows are characterized by their extremely variable nature: Volume Quality Quantity Value Throughput times 3 VIL © 2007
    • www.vil.be RL trends in hi-tech/electronics Time is money: very fast devaluation of products Trend towards pan-European or global service networks Huge potential for 3PL’s Use of RMA (capture each return asap in the process) Reverse Logistics High importance of ICT for sorting /routing / SLA management Workshop / customer contact High percentage “no trouble found” (up to 40%) Return policy is essential (gatekeeping/filter the influx) Technical product knowledge needed from 3PL (e.g. I-Pod) B2B: credit check is important part of the process Reverse logistics and after sales are becoming profit centers Etc… 4 VIL © 2007
    • www.vil.be Is this your company? Our customers are returning too many products! Our “no fault found” rate is 40%! Reverse We have too many intercompany returns! Logistics Workshop We neve see any credit from our OEM suppliers! Our salesforce isn’t playing by the rules! There is no transparency - We have no information or reports! Our returns situation is an accounting nightmare! Our returns process will always be out of control – Let’s accept this as a fact of life…? 5 VIL © 2007
    • www.vil.be Methodology: DMAIC (Six Sigma) 1) Define Reverse Logistics 2) Measure Workshop 3) Analyse 4) Improve 5) Control 6 VIL © 2007
    • www.vil.be Define: perception of unimportance (no process owner) Reverse Logistics Workshop “The returned-goods dock of a warehouse is a window VIL © 2007 to mistakes in engineering, sales, manufacturing and logistics.” 7
    • www.vil.be Measure: returns from end customers 6.00% 9.0 8.0 5.00% 4.77% 4.77% 7.0 4.00% 6.0 CI Reverse% of tu rn over 5.0 GS Logistics 3.00% HE TOT Workshop 2.42% 4.0 1.92% 2.00% 3.0 1.17% 2.0 1.00% 1.0 0.00% 0.0 BE60 NL60 LU60 BENELUX GB60 DK60 IT60 ES60 PT60 IBERIA NO60 SE60 FI60 NORDIC CI GS IN HE NDT BG End customers are returning 3-6 % of total turnover and orderlines 8 VIL © 2007
    • www.vil.be Measure: return reasons 60 50 Reverse Logistics 40 Workshop % of companies 30 20 10 0 Transport Not happy Delivery error Quality defect Cancellation No reason Late delivery Bad FC & Return after Commercial damage with product of sale overstock use Return reason 9 VIL © 2007
    • www.vil.be Analyse: return value as % of turnover Reverse Logistics Workshop 10 VIL © 2007
    • www.vil.be Analyse: share of RL in total logistics workload Reverse Logistics Workshop 11 VIL © 2007
    • www.vil.be Analyse: detailed process map (IDEF0) Reverse Logistics Workshop 12 VIL © 2007
    • www.vil.be Analyse: returns pipeline (Pareto) Pareto Analysis of Return Orders 100,00% 80% of return orders account 90,00% for 20% of total return value Reverse 80,00% Logistics Exactly 20% of return orders account for 80% of total Workshop 70,00% return value Cum. Return Value 60,00% 50,00% 40,00% 30,00% 20,00% 10,00% 0,00% Cum. % of Return Orders 13 VIL © 2007
    • www.vil.be Analyse: time-stamp analysis Reverse Logistics Workshop 14 VIL © 2007
    • www.vil.be Analyse: root causes (Ishikawa) Reverse Logistics Workshop 15 VIL © 2007
    • www.vil.be Improve: take action Combat “no fault found” Separate RC from DC Select and measure necessary KPI’s Publish monthly return reports Reverse Logistics Educate salesforce and customers Workshop Gatekeeping / reduce the influx (return policy - RMA) Document returns (photos) Interface different ICT systems Correct master + data (I/C pricing) Automatic accounting procedures (write-off) Organizational discipline: prevent problems at the source It’s not rocket science! (e.g call center headsets) Etc… 16 VIL © 2007
    • www.vil.be Control: elements of a total RL make-over systems/ cost model KPI legislation/ rules Reverse infrastructure Logistics Workshop partners company/ product packaging HR/skills product process/ transport flows 17 VIL © 2007
    • www.vil.be Checklist product High value density Serrato category Volume & weight Warehouse space needed (#pallet places) Seasonality (Christmas) -> forecasting? Reverse Statistics (MTBF) Logistics Workshop LT service contracts: B2B slow movers/spare parts needed (often >10 years) Top-5 return reasons (incl. no fault found!) Technical porduct knowledge needed High specialisation: “lock-in” of customer Inventarize 2nd hand/grey channels Play the recycling market (gold, silver) Risk management: Theft Environment (e.g. batteries) Fast product depreciation VIL © 2007 Cannibalisation (e.g. ink cartridges) 18
    • www.vil.be Checklist infrastructure (warehouse) Keep “clean” and “dirty” flows separate: brownfield or greenfield ERC? # inbound docks > # outbound docks Automation potential is low Low and wide racks (manual picking, lots of buffer inventory) Use mezzanines (lots of slow movers/high value density/spare parts) Reverse Logistics Large reception area: FIFO per country/product Workshop Repackaging area Scattered desks & PC-islands (inspection/testing) Separate inventory areas for phase-outs & spare parts (slow movers), packaging, refurbished items, swap stock Separate guarded area for scrapping/shredding (containers) Theft risk: fencing, badge access, CCTV, night guards, “Fort Knox” area for refurbished items ERC economies of scale/consolidation potential: high 19 VIL © 2007
    • www.vil.be Checklist ICT/KPI’s/reporting Identify KPI’s and collect historical data: # returns/product # returns/return reason # returns/customer Return rate/country Reverse Credit note amount Logistics Workshop Re-return rate # returns processed/day Cost/returned item Document throughput times (time stamps/SLA’s) Visibility of flows (web-enabled tracking & tracing) Open systems: interface/integrate with customer ERP (B2B) Call center: SLA contract management software needed Develop in-house ICT competente <-> find an ICT partner 20 VIL © 2007
    • www.vil.be Checklist HR/skills Seasonality/peak loads: enable flex work Product training & technical skills (e.g. I-Pod) FTE admin/floor ratio: ca. 1/3 Reverse Logistics Responsibility & accuracy (sorting/routing/scrap decisions) Workshop Knowledge of languages (RMA - English, French, German) ICT skills (SAP, Excel, Outlook) Procedural accuracy Dexterity, concentration, sharp eyesight Routine activities: socially beneficial employment (e.g. scrapping of ink cartridges) Job enrichment for outbound warehouse employees “Is reverse logistics female ?” 21 VIL © 2007
    • www.vil.be Checklist rules/legislation WEEE Recupel: volumes reporting Vlarem II: limits the volume of “scrap inventory” allowed Reverse Logistics Workshop Shredding: OVAM + tax certification Sarbanes-Oxley: valuation of refurbished inventory ISO14001 (environmental compliance) TL9000 (B2B telecom) ISO 18000: health & safety (dangerous compounds) Customs and export (crossing EU borders) Pallet fumigation (USA/ASPAC) 22 VIL © 2007
    • www.vil.be VIL maturity model for RL: where are you? Reverse Logistics Workshop 23 VIL © 2007
    • www.vil.be A complete VIL research report with 3PL roadmap for action will be available in the fall of 2007. Reverse Logistics Workshop Questions? sven.verstrepen@vil.be 24 VIL © 2007
    • www.vil.be Reverse www.vil.be Logistics Workshop © All Rights Reserved Flanders Institute for Logistics (VIL) Jordaenskaai 25 B-2000 Antwerpen (Belgium) T: +32 (0) 3 229 05 00 F: +32 (0) 3 229 05 10 25 VIL © 2007