Title: Online Demand Planning – Looking Behind the Headline Numbers When planning fulfilment there is no such thing as a typical day. The type of product, day of the week or year, the purchasing device used and even the weather can all influence the shape of customer purchasing decisions, and some are also factors in the returns journey. This session takes a look behind the average in-day profile, explores the impact that these various components have on the pattern of online demand and considers what this means from a planning perspective.

1. P O W E R E D B Y :
eCommerceandCustomerExperience
Stream
Online Demand Planning - Looking Behind the
Headline Numbers
BRUCE HARRYMAN
Senior Manager Distribution Planning

2. DEMAND PLANNING
Looking Behind the Headline Numbers
Presentation by:
BRUCE HARRYMAN
Partner & Senior Manager, Network Planning
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3. OVER THE NEXT 20 MINUTES, I WILL COVER
●Some of the factors that impact the shape
of customer demand for John Lewis &
Partners
●How technology influences the way
customers shop
●What outbound demand can tell us to

4. 150
Years
150
Years

5. Online is a growing part of the omni-channel business

6. Only 89 days until Christmas
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Only 300 days until Christmas

7. Black Friday will be 6 days later this year

8. Customer expectations continue to evolve

9. Against this background, detailed planning is essential

10. An average day’s demand

11. There is really no such thing as an average day

12. Demand varies by day

13. By event

14. And by calendar

15. Even the weather changes how customers shop

16. Technology is also influencing the shape of the day
Wake up to
mobile
Desktop browsing
Dual Screening

17. And altering demand

18. Returns require equal focus

19. But volumes can be forecast

20. Depending on what was purchased
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21. And the cost
Order to Return Lag (Days) by
Value £

22. Even the return location can be predicted
Order % returned to branch by
value

23. 2019 promises to be the most challenging Peak to date

24. However, although there are some things we can’t control, plans can
be made for most eventualities

25. Thank You
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