Gestión de órdenes en despacho a domicilio (Sterling Commerce)

993 views
884 views

Published on

Published in: Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
993
On SlideShare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
39
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Gestión de órdenes en despacho a domicilio (Sterling Commerce)

  1. 1. Order Management:Home Delivery © 20112011 Corporation © IBM IBM Corporation
  2. 2. Our Vision To help our customers… Connect Customers Communicate Partners Collaborate Suppliers …and do it better than anyone else2 © 20112011 Corporation © IBM IBM Corporation 2
  3. 3. Sterling Selling and Fulfillment Suite Improve customer satisfaction and loyalty Supplier by enhancing the customer experience with seamless cross channel e-commerce Retailer Deliver a rich customer and partner experience by extending a common set of business services across all points of interaction Effectively manage orders across the extended enterprise and optimize complex order fulfillment and logistics Distributor processes Capabilities available in a variety of delivery models fit for purpose (on premises, as-a-Service or hybrid) © 20112011 Corporation © IBM IBM Corporation 3
  4. 4. Sterling Commerce Enables Seamless End-To-EndCross-Channel Execution Consumers Corp. ERP Stores Accts. Legacy BOB Sterling Systems WMS/ Call Sterling Yard Mgt MFT Center Collaboration Network Kiosk/ Mobile Interconnect Sterling Networks Order Mgt Web Sterling Sterling Integrator Configure/ Price/ Quote Service Partners Portal Sterling Suppliers TMS Supply Chain Visibility Small Small Carriers Financial Services Government Carriers/3PL Suppliers Freight ForwardersCommunity 4 Customs Brokers © 20112011 Corporation © IBM IBM Corporation
  5. 5. Sterling Commerce Sales Plays for Retailers: Reducing Out-of-Stock – Enables cross-channel inventory access via POS, Web, Kiosk or Mobile Device – Offers available to promise and fulfillment options Enabling Cross-Channel Order Management – Provide Cross-Channel Selling, Sourcing, Distribution and Fulfillment – Deliver seamless customer experience by any channel Optimize Cross-Channel Inventory – Orchestrates inventory and order fulfillment across all channels – Enables returns processing Improving Supply Chain Visibility – Integrates Cross-Channel inventory visibility with all business partners – Optimizes partner integration from connectivity and community55 © 20112011 Corporation © IBM IBM Corporation
  6. 6. Customer Challenges/Solution CapabilitiesChallenges/Pain Solutions/Capabilities NeededCustomer wants an item that’s • Provides real-time integration with back-end systems to locate ATP inventory atout of stock in a store stores, DCs, and more • Determines optimum shipping location (for ship-to-home or ship-to-store) or best store (for alternate-store-pickup or store-to-store transfers)Store associates have no • Provides real-time look-up of ATP inventory at all eligible fulfillment locationsefficient means of quickly • Recommends 1st, 2nd, and 3rd fulfillment locations by preferred fulfillmentlocating ATP inventory of out- methodof-stock items • Immediately reserves inventory at the designated fulfillment locationStore associate has no efficient • Provides process-driven screens to walk the store associate through themeans of capturing the information-collection processcustomer’s order for the out-of- • Seamlessly interfaces with existing POS to handle completion of financialstock item transaction • Gets and logs confirmation of completed financial transaction from POSRetailer does not want to tie up • Provides a mobile user interface for use by store associates using an iPhone,limited POS terminals while iTouch, or iPad to perform all inventory lookup, order capture, fulfillment trigger,looking up ATP inventory, and fulfillment tracking functions without involving POScollecting consumer fulfillmentinformation, etc.Store associate has no efficient • Automatically triggers integrated pick/pack/ship notice to the designatedmeans of triggering fulfillment fulfillment location for ship-to-home or ship-to-store fulfillmentby the designated location • Automatically triggers pick-and-hold, pick-and-transfer, or pick-and-ship instructions for alternate-store fulfillment 6 6 © 20112011 Corporation © IBM IBM Corporation
  7. 7. The True Cross Channel Customer Experience Research Schedule Delivery Check Status Schedule Initiate/TrackCall Center Create Order Change Order or Pickup Cancel Order Product Store Pickup Return Research Schedule Delivery Check Status Schedule Initiate/Track Mobile Product Create Order Change Order or Pickup Cancel Order Store Pickup Return Research Schedule Delivery Check Status Schedule Web Product Create Order Change Order or Pickup Cancel Order Store Pickup Research Schedule Check Status Initiate/Track Store Create Order Change Order Delivery Cancel Order Pickup Product Return Buy Online Ship to Home Complex Orders Buy Online Pickup at Store Delivery and Install Service Drop Ship Direct from Vendor Scheduling Buy Anywhere Return Save the Sale in Store Anywhere © 20112011 Corporation © IBM IBM Corporation
  8. 8. There are Lots of Participants Customer Channels Call Center Kiosk eCommerce Mobile Store Distribution Centers Drop Shippers 3PL’s Store Network Enterprise ExternalApplications Services Fulfillment Network. © 20112011 Corporation © IBM IBM Corporation
  9. 9. Everyone has High Expectations Customer Channels Call Center Kiosk eCommerce Mobile Store Can We Set Accurate Expectations with the Customer? Performance Management?Global Visibility ? What Steps are Required to Fulfill each Specific Order Line? Enterprise External Applications How do we Coordinate these Steps Across Applications? Services What are the Fulfillment Rules for a Specific Order Line? How do we Best Leverage the Fulfillment Network? How do we Remain Flexible to Enable New Business Initiatives? Distribution Centers Drop Shippers 3PL’s Store Network Fulfillment Network. © 20112011 Corporation © IBM IBM Corporation
  10. 10. This Can Get Complex Customer Channels Call Center Kiosk eCommerce Mobile Store Enterprise External Applications Services Distribution Centers Drop Shippers 3PL’s Store Network Fulfillment Network. © 20112011 Corporation © IBM IBM Corporation
  11. 11. Order Management Engine – Handling All Order Types Enterprise Requisitions Replenishment Orders Transfer Orders Work Orders Outsourced Customers Suppliers Carriers Providers Sales Orders Quotes Drop Ship Orders Shipments Continuity Orders Purchase Orders Value-Added Services Loads Return Orders Blanket POs Contract Mfg. Orders Exchange Orders Planned POs Service & Delivery Orders Service & Delivery Orders Warehouses Stores Release Orders Pickup Orders11 11 © 20112011 Corporation © IBM IBM Corporation
  12. 12. Sterling Provides a Seamless End-to-End Cross-Channel Experience ThroughDistributed Order Management Sterling Multi-Channel Selling & Fulfillment Order Configuration Order Negotiation Order Fulfillment Catalog and Pricing and Capture and Quoting Orchestration1212 © 20112011 Corporation © IBM IBM Corporation
  13. 13. Sterling Order Management Order Capture (Channels) Sterling Order Management Source Fulfill Serve Dynamic sourcing Delivery promising Drop shipments Real-time availability Service scheduling Returns mgmt. (ATP) 3rd party coordination Invoice and settle Inventory visibility Multi-step fulfillment Real-time track Brand A Brand B Division I Division II Acquisition 1 Distribution Networks Service Provider Network Supplier Networks Other Networks Internal 3rd party Fulfillment Network13 13 © 20112011 Corporation © IBM IBM Corporation
  14. 14. Order Orchestration - Business Process Modeling provides Flexibility Leverage existing systems Rapidly incorporate business process changes without any programming effort Control and monitor external activity data flow and communication Real-time visual business process and event management Quickly adapt to changing business models14 © 20112011 Corporation © IBM IBM Corporation 14
  15. 15. Central Order and Inventory Repository Database Designed for Distributed Order Fulfillment Optimized for High Transactional Usage Service Layer Stores Transactional Data Stores Configuration Data Enterprise Specific Service Layer Orders f Over 1000 Business Services (APIs) Supply and Demand Create / Modify / Details / etc Business Rules Secure Synchronous / Asynchronous Exposed via Any Protocol All Interaction is Done via a Service © 20112011 Corporation © IBM IBM Corporation
  16. 16. Inventory / Capacity Consolidation for ATP ATP Sourcing Supply Demand Sterlings Global Inventory and Capacity Visibility Internal Systems External SystemsReplenishment DC’s Supplier Stock Partner Stock Stores Locations Locations eFC’s Sterlings Inventory Monitors & Synchronization © 20112011 Corporation © IBM IBM Corporation
  17. 17. Complex Sourcing and SchedulingSourcing Rules derive a set ofpossible options to fulfill an orderbased on… Fulfillment Channel (ship, pick- up, etc) Sourcing Classification Item Attributes Geography - Ship To LocationScheduling Rules, or constraints,are applied to possible options… Intelligent sourcing engine determines Optimize by Date the most optimal location Optimize by Node Priority Enable transfers in stock-out Optimize by number of situations shipments Select new location if inventory is Optimize by Landed Cost not available Source or drop ship from channel partner © 20112011 Corporation © IBM IBM Corporation
  18. 18. Complete Order OrchestrationModel Transactional Order Flows • As many as are required, store pickup, drop ship, deliver/install, etcLine Level Orchestration • Multiple Ship To Addresses • Multiple Fulfillment SourcesTrigger and Track Related Orders • Drop ship, procure to order, build to order, return/exchange, etcCoordinate with External Service Providers • Pricing, Tax, Address Verification, Fraud, Payment Processing, etcCoordinate with Enterprise ApplicationsMonitor Order Execution • Proactive / Reactive / MilestonesReact to Specific Business Events • Define hold scenarios, effects and resolutionReverse Logistics / Returns © 20112011 Corporation © IBM IBM Corporation
  19. 19. Event ManagementRegistration of events Within business process System Management related Integration Services relatedConfigure events at any point in abusiness process in response to a specific business situation in response to a status monitor in response an approaching date/time of a relevant business milestoneEvent handlers can invoke anyservice e-mail, exception alert, wireless device, fax… Publish XML to external queues/systems Invoke custom components (Web Service, Java, EJB, HTTP, COM+…) © 20112011 Corporation © IBM IBM Corporation
  20. 20. Visibility for All Channels In-Store On Line Sterling OMS Call Center MobileEnable single face to customer with access to information about any order from any channel ordivision to be available where and when a customer needs it. © 20112011 Corporation © IBM IBM Corporation
  21. 21. IBM / Sterling Order Mangement Will Enable... Complete Order Orchestration Accurate Inventory and Service Capacity Promising Communication of Information Around Key Business Events End to End Visibility Through the Fulfillment Process A Single View of Customer Activity Leverage Existing Technology Investments Support for New Business Initiatives ... Across All Brands and Channels © 20112011 Corporation © IBM IBM Corporation
  22. 22. Recent Customer Wins Selling Order Management Logistics Management B2B Integration B2B Services Managed File Transfer © 20112011 Corporation © IBM IBM Corporation 22
  23. 23. Recent Customer Go-Lives Selling Order Management Logistics Management B2B Integration B2B Services Managed File Transfer © 20112011 Corporation © IBM IBM Corporation 23

×