Herausforderungen im Fulfillment

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Herausforderungen im Fulfillment vor dem Hintergrund aktueller Trends im E-Commerce.

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  • RSRs recent research shows that a clear majority of retailers currently enable buy online/pick-up in store, buy in store for direct online fulfillment and buy online/return to store. However, there are stark differences between Retails Winners (those that ouperfor the competition) and other retailers.
  • RSRs recent research shows that a clear majority of retailers currently enable buy online/pick-up in store, buy in store for direct online fulfillment and buy online/return to store. However, there are stark differences between Retails Winners (those that ouperfor the competition) and other retailers.
  • Herausforderungen im Fulfillment

    1. 1. vor dem Hintergrund aktueller Trendsim E-Commerce Andreas Unger
    2. 2. und im Fulfillment
    3. 3. 35 Mrd. € 30 25 20 15 Versandhandel insgesamt 10 5 E-Commerce 0 1980 1990 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011Quelle: BVH
    4. 4. 353025201510 50 1980 1990 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
    5. 5. 353025 Omni-Channel Commerce20 Social Media15 Multi-Channel10 E-Commerce 50 1980 1990 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
    6. 6. 35 Omni-Chanel Commerce Social Media30 Multi-Channel25 E-Commerce20 Weitere Integration in Kundenprozesse15 Zahlungsmanagement10 Kundenservice 5 Basis-Logistik: Lagern, Kommissionieren, Verpacken, Versenden, später auch:0 Retourenmanagement, Vorholungen 1980 1990 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
    7. 7. Omni-Channel**aka Cross Channel oder Everywhere-Commerce
    8. 8. Laggards Winners Buy online/direct, pick-up in store 55% 53% Buy via social media commerce site 9% 26% Buy online/direct, fulfill through any 27% store 42% Buy via mobile device 18% 68% Buy in-store, fulfill through 64% online/direct 68% Buy online, return in-store 55% 79% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90%Quelle: RSR Research Juli 2011
    9. 9. Laggards Winners A contract with a 3rd party provider 7% 5% Distribution Center By-pass 5% 5% Ship from store 36% 25% A dedicated Distribution Center 18% 35% Vendor drop-ship 20% 35% Ship to store for in-store pickup 36% 35% Dedicated space within a store 29% Distribution Center 40% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45%Quelle: RSR Research Juli 2011
    10. 10. Entwicklung und Herausforderungen
    11. 11. POS
    12. 12. Mobil Im Handel ProduktStore Katalog eShop … Social Zu Hause (online, Telefon Produkt ) Darstellung nach Mücke, Sturm & Company, September 2011
    13. 13. Online Recherche KaufPOS Ansehen im LadenCall-Center ReklamationMobile Location based servicesKatalog Blättert im Katalog Darstellung nach Gerrit Heinemann
    14. 14. Ein Beispiel-Szenario
    15. 15. Warenflüsse Order POS POS POS HQ ERP PIM CRM Bestandsf. Schnittstelle Fulfiller Fulfiller Fulfiller Lager / Ret. Mgt. Lager / Ret. Mgt. Debitoren Mgt. Mgt. Lager / Ret. WaWi Schnittstelle Lieferant Lieferant Debitoren Mgt. Lieferant Debitoren Mgt. Kundenservice FiBu Kundenservice Kundenservice CRM
    16. 16. Warenflüsse Retoure POS POS POS HQ ERP PIM CRM Bestandsf. Schnittstelle Fulfiller Fulfiller Fulfiller Lager / Ret. Mgt. Lager / Ret. Mgt. Debitoren Mgt. Mgt. Lager / Ret. WaWi Schnittstelle Lieferant Lieferant Debitoren Mgt. Lieferant Debitoren Mgt. Kundenservice FiBu Kundenservice Kundenservice CRM
    17. 17. Geldflüsse POS POS POS HQ ERP PIM CRM Bestandsf. Schnittstelle Fulfiller Fulfiller Fulfiller Lager / Ret. Mgt. Lager / Ret. Mgt. Debitoren Mgt. Mgt. Lager / Ret. WaWi Schnittstelle Lieferant Lieferant Debitoren Mgt. Lieferant Debitoren Mgt. Kundenservice FiBu Kundenservice Kundenservice CRM
    18. 18. Informationsflüsse POS POS POS HQ ERP PIM CRM Bestandsf. Schnittstelle Fulfiller Fulfiller Fulfiller Lager / Ret. Mgt. Lager / Ret. Mgt. Debitoren Mgt. Mgt. Lager / Ret. WaWi Schnittstelle Lieferant Lieferant Debitoren Mgt. Lieferant Debitoren Mgt. Kundenservice FiBu Kundenservice Kundenservice CRM
    19. 19. Fazit
    20. 20. PmtWH Deb KS ...
    21. 21. WH Deb Absatz- Pmt Debitoren Kunden- KSkanal und Einkauf Marketing Logistik manage- serviceSortiment ment ... Controlling und strategische Planung Organisation und Personal IT- und Sicherheitsmanagement
    22. 22. Quelle: ECC-Handel (Studie aus 2011 mit 10.000 befragten Konsumenten, hier Kategorie „Versandoption und Lieferung“)
    23. 23. Andreas Unger http://www.slideshare.net/andiungerwww.xing.com/profile/Andreas_Unger10 andreas.unger@fressnapf.com

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