This document discusses features of B2C delivery services. It notes that modern customers expect high quality services like those provided by companies like McDonalds and Federal Express. The document then outlines some key customer expectations for deliveries, such as being fast, convenient, safe, inexpensive, and having simple return procedures. It also lists some common customer complaints about couriers, such as late or missed deliveries, lack of communication about delays, and poor customer service from couriers.
Halloween is celebrated on October 31st. Children dress up in costumes and go trick-or-treating by knocking on doors and saying "trick or treat" to receive candy. Safety tips include walking with an adult, not eating candy until checked by parents for safety, carrying a flashlight, and wearing clear costumes without weapons or anything that could cause tripping. Popular Halloween activities include trick-or-treating, bobbing for apples at parties, and adults wearing costumes to work or company parties.
The Sculpt Comfort Keyboard is an ergonomic keyboard designed for Windows 8 that has a contoured design and split spacebar to reduce strain. It has hot keys for Windows 8 features like Search, Share, and Device Settings. The keyboard uses AAA batteries with a 1,800 key lifespan and has a 90% smaller profile compared to regular keyboards. It is available for $59.95.
This video is a 3 part theatrical script about a family. The first part introduces the mother, father, and daughter characters and establishes they will be traveling together. The second part shows conflict between the parents during the car ride. The third part resolves the argument and has the family arriving happily at their destination.
The document analyzes Florence + the Machine's music video through its camera shots, mise-en-scene, editing, sound, and narrative. It describes various visual elements like close-ups, lighting, costumes, and makeup that portray themes of love, passion, and emotion. Editing techniques like cross-cutting and eyeline matches are used to represent the artist's perspective and feelings. The indie music's powerful sound helps the artist express their message. Overall, the analysis shows how the video creatively conveys the song's passion and makes the feelings relatable to those who have experienced love.
The document discusses an oyster restoration project in the Chesapeake Bay. It provides background on the Bay's ecology, noting that oysters once filtered its waters but their populations have declined drastically. The project involves collecting oyster shells to grow baby oysters (called spat) which will then be transferred to protected reefs to help restore the oyster population and improve water quality. Student volunteers will monitor the spat growth and help transfer the adult oysters. The document appeals for shell donations to support oyster restoration efforts and sustain the Bay's ecosystem.
Операционная сторона интернет-магазина: как не терять клиентовpanarin
Презентация Панарина Виталия с крупнейшей российской интернет-конференции РИФ+КИБ 2013 (www.rif.ru).
В докладе рассматриваются вопросы увеличения операционной конверсии интернет-магазина.
Конверсией считается отношение заказов, совершенных в интернет-магазине по отношению к его посещаемости. То, что происходит дальше, как правило не так подробно обсуждается. Но потери, конечно, возникают и на последующих этапах взаимодействия с покупателем. При этом причины могут быть различными: от скорости обратного звонка из колл центра, до внешнего вида и вежливости курьеров. На некоторые из этих факторов есть возможность влиять напрямую, на некоторые нет. Но упускать их из вида не стоит. О том, за чем стоит следить и идет речь в докладе.
Secure stairs and steps to prevent falls by ensuring uniform step sizes, adequate lighting, carpeting all steps, and installing railings. Install doors that open away from each other for safety and use screen doors that close slowly. Improve rug safety by providing good lighting, using wall-to-wall rugs for cushioning, and making hard surfaces slip-resistant to prevent accidents in the home.
This document provides an overview of preparing for and taking the AICP exam. It discusses why planners pursue AICP certification, eligibility requirements, the registration and scheduling process, exam format and content, and tips for preparation and test-taking. The exam covers planning history, theory, law, plan making and implementation skills, functional areas of practice, spatial areas of practice, public participation, and the AICP Code of Ethics. It is a computer-based test focusing more on applying knowledge than memorization of facts.
Halloween is celebrated on October 31st. Children dress up in costumes and go trick-or-treating by knocking on doors and saying "trick or treat" to receive candy. Safety tips include walking with an adult, not eating candy until checked by parents for safety, carrying a flashlight, and wearing clear costumes without weapons or anything that could cause tripping. Popular Halloween activities include trick-or-treating, bobbing for apples at parties, and adults wearing costumes to work or company parties.
The Sculpt Comfort Keyboard is an ergonomic keyboard designed for Windows 8 that has a contoured design and split spacebar to reduce strain. It has hot keys for Windows 8 features like Search, Share, and Device Settings. The keyboard uses AAA batteries with a 1,800 key lifespan and has a 90% smaller profile compared to regular keyboards. It is available for $59.95.
This video is a 3 part theatrical script about a family. The first part introduces the mother, father, and daughter characters and establishes they will be traveling together. The second part shows conflict between the parents during the car ride. The third part resolves the argument and has the family arriving happily at their destination.
The document analyzes Florence + the Machine's music video through its camera shots, mise-en-scene, editing, sound, and narrative. It describes various visual elements like close-ups, lighting, costumes, and makeup that portray themes of love, passion, and emotion. Editing techniques like cross-cutting and eyeline matches are used to represent the artist's perspective and feelings. The indie music's powerful sound helps the artist express their message. Overall, the analysis shows how the video creatively conveys the song's passion and makes the feelings relatable to those who have experienced love.
The document discusses an oyster restoration project in the Chesapeake Bay. It provides background on the Bay's ecology, noting that oysters once filtered its waters but their populations have declined drastically. The project involves collecting oyster shells to grow baby oysters (called spat) which will then be transferred to protected reefs to help restore the oyster population and improve water quality. Student volunteers will monitor the spat growth and help transfer the adult oysters. The document appeals for shell donations to support oyster restoration efforts and sustain the Bay's ecosystem.
Операционная сторона интернет-магазина: как не терять клиентовpanarin
Презентация Панарина Виталия с крупнейшей российской интернет-конференции РИФ+КИБ 2013 (www.rif.ru).
В докладе рассматриваются вопросы увеличения операционной конверсии интернет-магазина.
Конверсией считается отношение заказов, совершенных в интернет-магазине по отношению к его посещаемости. То, что происходит дальше, как правило не так подробно обсуждается. Но потери, конечно, возникают и на последующих этапах взаимодействия с покупателем. При этом причины могут быть различными: от скорости обратного звонка из колл центра, до внешнего вида и вежливости курьеров. На некоторые из этих факторов есть возможность влиять напрямую, на некоторые нет. Но упускать их из вида не стоит. О том, за чем стоит следить и идет речь в докладе.
Secure stairs and steps to prevent falls by ensuring uniform step sizes, adequate lighting, carpeting all steps, and installing railings. Install doors that open away from each other for safety and use screen doors that close slowly. Improve rug safety by providing good lighting, using wall-to-wall rugs for cushioning, and making hard surfaces slip-resistant to prevent accidents in the home.
This document provides an overview of preparing for and taking the AICP exam. It discusses why planners pursue AICP certification, eligibility requirements, the registration and scheduling process, exam format and content, and tips for preparation and test-taking. The exam covers planning history, theory, law, plan making and implementation skills, functional areas of practice, spatial areas of practice, public participation, and the AICP Code of Ethics. It is a computer-based test focusing more on applying knowledge than memorization of facts.
This document provides an overview of using DroidDraw, a user interface designer for Android applications. It discusses how DroidDraw allows dragging and dropping widgets onto a screen layout to build a UI visually. Key aspects covered include choosing root layouts like LinearLayout, setting screen size, generating XML code from the designed UI, and exploring different tabs for layouts, properties, strings, and more. The document also provides a brief introduction to key concepts in Android like activities, services, content providers and resources.
1) Nokia unveiled its new Lumia smartphones, the Lumia 920 and 820, but investors were disappointed as the phones failed to impress and Nokia's stock plummeted 13%.
2) While the Lumia phones have improved features like bigger screens and better cameras, analysts said they were evolutionary rather than revolutionary improvements and lacked the "wow factor" investors were hoping for.
3) With its financial losses, Nokia needs a hit with these new Lumia phones to regain market share from Apple, Samsung, and Google, but the phones did not appear to pose a significant threat to the dominant iPhone and analysts were skeptical they would dramatically increase Nokia's market share.
This document provides information about prostate cancer including its anatomy, grading, staging, risk classification, diagnostic workup, and treatment options. It discusses in detail Gleason scoring, TNM staging, factors that determine risk classification as localized, locally advanced, or metastatic disease. Treatment strategies are outlined depending on risk classification, including active surveillance, surgery, radiation therapy, hormone therapy, and chemotherapy. Treatment related side effects and long term outcomes are also summarized.
De slides van mijn presentatie over social media als verkoopkanaal. Ik heb op 1 november 2014 voor de Kamer van Koophandel een presentatie gegeven over Social Media met betrekking tot startende ondernemers! Hierbij bedank ik al mijn bezoekers!
The music video will be set in an abandoned location like an old building or derelict house with graffiti-covered walls to give an underground feel. Alternatively, it could be set underneath a dark bridge with artificial lighting creating a gloomy atmosphere. The main props will include DJ equipment like turntables and speakers, as well as cigarettes, alcohol, and a gas mask to keep the DJ anonymous. Artificial lighting like glow sticks, flashlights, LEDs, and strobe lights will provide illumination. A variety of camera shots and angles will be used, including close-ups, long shots, high and low angles, and mid shots to show facial expressions.
1. Extended Abstract And Full Paper Sb11 Helsinki ConferenceErika Wörman
This document discusses the importance of well-being and human-centric urban planning. It summarizes a residential area called Pakkalan Kartanonkoski that was designed with these principles in mind. The key points made are:
1) The area focuses on small-scale, humanistic design with winding streets, green spaces, and common areas that promote social interaction and a strong community identity.
2) It has received various social and design awards for its livability and comfortable town structure.
3) The human-centric design is argued to provide economic and social benefits by increasing quality of life for residents.
The document advocates for learning from successes of the past and considering human needs and
The school magazine titled "High News" features a dark purple, black, blue and hot pink color scheme. The coverlines highlight exam results, trips, charity events and what's happening in school as well as Ice radio. The main image on the cover is of a young school girl in a hallway with barcodes.
Tbilisi, Georgia has 7 reasons to fall in love with it, including its amazing landscapes, large portions of khinkali in restaurants, Lado Tevdoradze's gallery, the controversial "Bridge of Peace" sculpture, sculptures in the streets, old yards, and old streets filled with character.
The document discusses various options for distance selling companies that are not residents of Ukraine to conduct business activities in Ukraine. The main options are: 1) through a registered legal entity in Ukraine, 2) through a group of business entities using a simplified tax system, or 3) without registering a business in Ukraine by importing goods through international postal consignments. Registering a legal entity has tax disadvantages like high tax burdens and frequent audits. Using a group under the simplified tax system caps annual revenue. Importing through postal consignments has restrictions on price and quantity but avoids VAT and duties. The document analyzes the advantages, disadvantages, risks, and tax implications of each option.
This document summarizes the similarities and differences between business promotion using the internet in Ukraine and the United States. It finds that the search engine market is dominated by Google in the US, while Google and Yandex share the market in Ukraine. The average cost per click of a visitor is much lower in Ukraine than the US for most keywords. In social media, Facebook is more popular and expensive for ads in the US, while VKontakte is dominant in Ukraine at a lower cost. The document analyzes case studies showing the financial benefits of SEO and PPC strategies in Ukraine. It concludes the Ukrainian market remains immature but offers opportunities for companies to grow with relatively small investments.
MagFashion is an innovative SaaS platform that allows trading companies to create, edit, and manage digital publications for the fashion industry and e-commerce. The platform offers online tools to quickly build interactive publications with features like audio/video, forms, galleries, analytics, and integration with social networks. MagFashion clients include publishers, e-commerce companies, catalog companies, and brands seeking to digitize their publications.
Ukrposhta is Ukraine's national postal operator with over 98,000 employees and 4,229 vehicles delivering mail. Consignment is an international postal service that allows distance sellers to regularly send mailings from one country to another or several countries through a central collection and distribution point. Using consignment, catalog companies can send orders to Ukrposhta which then delivers the parcels to customers in Ukraine without payment of customs duties or VAT. Ukrposhta has consignment agreements with several European postal operators and introduced a new service between Ukraine and Russia allowing purchases from Russian shops. Consignment offers advantages over direct import like no certification requirements but longer delivery times, while direct import is faster but requires certification and payment
This document summarizes consumer behavior and demographics in Ukraine. It provides statistics on population structure, GDP, car purchases, bank deposits, income levels, and consumer spending patterns. The document also segments Ukrainian consumers into those who purchase from catalog companies, e-commerce sites, and TV shops. Catalog company consumers tend to be women living in smaller cities, while e-commerce consumers are men in large cities. TV shop consumers are impulse buyers, often women aged 35-45 in large cities. Overall, the document uses data from various research organizations to paint a picture of the Ukrainian consumer landscape.
Ukraine presents opportunities for distance selling businesses due to contrasts in the country. While average wages are low, demand is growing for goods like cars, clothing, and electronics. The distance selling market in Ukraine was worth €1.4 billion in 2012 and was growing over 30% annually. Success factors include large distances between retailers, developed infrastructure and payment systems, and a consumer mentality receptive to online shopping. Contact centers, logistics, and payment processing are established industries supporting the distance selling market in Ukraine.
1) Customs clearance of goods shipped via international mail takes 1 day or less and is not subject to customs duties or taxes unlike single cargo shipments which can take 3 weeks and are subject to high customs fees.
2) Using consignment shipping through Globex Post provides insurance for goods in storage and flexibility to return unsold goods while monitoring international mail.
3) Customs procedures for international mail sent through postal channels are regulated by global standards and less dependent on changing Ukrainian laws compared to single cargo shipments.
This document discusses client service in Ukrainian contact centers. It identifies four main vectors to focus on: 1) reducing informational calls through alternative communication channels, 2) analyzing past activity to forecast fluctuations and allocate resources efficiently, 3) implementing quality control methods to improve agents' work, and 4) using contact centers for additional sales opportunities. Proper handling of these vectors can lead to reduced expenses, higher service quality, increased loyalty and sales. The acceptable working hours for agents in Ukraine are listed as well as typical call volume breakdowns and average call durations and costs.
This document provides advice for organizing work with contractors and logistics properly in Ukraine. It recommends selecting contractors based on important criteria, setting clear goals and timelines, and integrating processes smoothly. It also advises controlling logistics by hedging risks with multiple contractors and monitoring performance. Finally, it emphasizes the importance of not being afraid to address bureaucratic issues like taxation, customs, and compliance with regulations. Working closely with partners and occupying new market opportunities are keys to success in Ukraine's developing e-commerce market.
This document discusses logistics in Ukraine. It provides an overview of Ukraine's ranking in logistics performance compared to other countries like Germany and Russia. It also discusses the main operators in Ukraine's logistics market, including transportation, warehouse, and forwarding companies. Finally, it analyzes some of the challenges facing Ukraine's logistics sector, such as outdated transportation infrastructure and a lack of skilled professionals.
The document discusses marketing strategies between Western and Eastern markets. It focuses on the marketing strategies of Book Club "Family Leisure Club" in Ukraine. The marketing strategy focuses on unique products, multi-channel distribution including direct mail, retail shops, online, and trade. There are five key differences in marketing between Western and Eastern markets: customer demographics, shopping criteria, creative materials, additional catalog offerings, and marketing staff experience and resources.
This document provides an overview of using DroidDraw, a user interface designer for Android applications. It discusses how DroidDraw allows dragging and dropping widgets onto a screen layout to build a UI visually. Key aspects covered include choosing root layouts like LinearLayout, setting screen size, generating XML code from the designed UI, and exploring different tabs for layouts, properties, strings, and more. The document also provides a brief introduction to key concepts in Android like activities, services, content providers and resources.
1) Nokia unveiled its new Lumia smartphones, the Lumia 920 and 820, but investors were disappointed as the phones failed to impress and Nokia's stock plummeted 13%.
2) While the Lumia phones have improved features like bigger screens and better cameras, analysts said they were evolutionary rather than revolutionary improvements and lacked the "wow factor" investors were hoping for.
3) With its financial losses, Nokia needs a hit with these new Lumia phones to regain market share from Apple, Samsung, and Google, but the phones did not appear to pose a significant threat to the dominant iPhone and analysts were skeptical they would dramatically increase Nokia's market share.
This document provides information about prostate cancer including its anatomy, grading, staging, risk classification, diagnostic workup, and treatment options. It discusses in detail Gleason scoring, TNM staging, factors that determine risk classification as localized, locally advanced, or metastatic disease. Treatment strategies are outlined depending on risk classification, including active surveillance, surgery, radiation therapy, hormone therapy, and chemotherapy. Treatment related side effects and long term outcomes are also summarized.
De slides van mijn presentatie over social media als verkoopkanaal. Ik heb op 1 november 2014 voor de Kamer van Koophandel een presentatie gegeven over Social Media met betrekking tot startende ondernemers! Hierbij bedank ik al mijn bezoekers!
The music video will be set in an abandoned location like an old building or derelict house with graffiti-covered walls to give an underground feel. Alternatively, it could be set underneath a dark bridge with artificial lighting creating a gloomy atmosphere. The main props will include DJ equipment like turntables and speakers, as well as cigarettes, alcohol, and a gas mask to keep the DJ anonymous. Artificial lighting like glow sticks, flashlights, LEDs, and strobe lights will provide illumination. A variety of camera shots and angles will be used, including close-ups, long shots, high and low angles, and mid shots to show facial expressions.
1. Extended Abstract And Full Paper Sb11 Helsinki ConferenceErika Wörman
This document discusses the importance of well-being and human-centric urban planning. It summarizes a residential area called Pakkalan Kartanonkoski that was designed with these principles in mind. The key points made are:
1) The area focuses on small-scale, humanistic design with winding streets, green spaces, and common areas that promote social interaction and a strong community identity.
2) It has received various social and design awards for its livability and comfortable town structure.
3) The human-centric design is argued to provide economic and social benefits by increasing quality of life for residents.
The document advocates for learning from successes of the past and considering human needs and
The school magazine titled "High News" features a dark purple, black, blue and hot pink color scheme. The coverlines highlight exam results, trips, charity events and what's happening in school as well as Ice radio. The main image on the cover is of a young school girl in a hallway with barcodes.
Tbilisi, Georgia has 7 reasons to fall in love with it, including its amazing landscapes, large portions of khinkali in restaurants, Lado Tevdoradze's gallery, the controversial "Bridge of Peace" sculpture, sculptures in the streets, old yards, and old streets filled with character.
The document discusses various options for distance selling companies that are not residents of Ukraine to conduct business activities in Ukraine. The main options are: 1) through a registered legal entity in Ukraine, 2) through a group of business entities using a simplified tax system, or 3) without registering a business in Ukraine by importing goods through international postal consignments. Registering a legal entity has tax disadvantages like high tax burdens and frequent audits. Using a group under the simplified tax system caps annual revenue. Importing through postal consignments has restrictions on price and quantity but avoids VAT and duties. The document analyzes the advantages, disadvantages, risks, and tax implications of each option.
This document summarizes the similarities and differences between business promotion using the internet in Ukraine and the United States. It finds that the search engine market is dominated by Google in the US, while Google and Yandex share the market in Ukraine. The average cost per click of a visitor is much lower in Ukraine than the US for most keywords. In social media, Facebook is more popular and expensive for ads in the US, while VKontakte is dominant in Ukraine at a lower cost. The document analyzes case studies showing the financial benefits of SEO and PPC strategies in Ukraine. It concludes the Ukrainian market remains immature but offers opportunities for companies to grow with relatively small investments.
MagFashion is an innovative SaaS platform that allows trading companies to create, edit, and manage digital publications for the fashion industry and e-commerce. The platform offers online tools to quickly build interactive publications with features like audio/video, forms, galleries, analytics, and integration with social networks. MagFashion clients include publishers, e-commerce companies, catalog companies, and brands seeking to digitize their publications.
Ukrposhta is Ukraine's national postal operator with over 98,000 employees and 4,229 vehicles delivering mail. Consignment is an international postal service that allows distance sellers to regularly send mailings from one country to another or several countries through a central collection and distribution point. Using consignment, catalog companies can send orders to Ukrposhta which then delivers the parcels to customers in Ukraine without payment of customs duties or VAT. Ukrposhta has consignment agreements with several European postal operators and introduced a new service between Ukraine and Russia allowing purchases from Russian shops. Consignment offers advantages over direct import like no certification requirements but longer delivery times, while direct import is faster but requires certification and payment
This document summarizes consumer behavior and demographics in Ukraine. It provides statistics on population structure, GDP, car purchases, bank deposits, income levels, and consumer spending patterns. The document also segments Ukrainian consumers into those who purchase from catalog companies, e-commerce sites, and TV shops. Catalog company consumers tend to be women living in smaller cities, while e-commerce consumers are men in large cities. TV shop consumers are impulse buyers, often women aged 35-45 in large cities. Overall, the document uses data from various research organizations to paint a picture of the Ukrainian consumer landscape.
Ukraine presents opportunities for distance selling businesses due to contrasts in the country. While average wages are low, demand is growing for goods like cars, clothing, and electronics. The distance selling market in Ukraine was worth €1.4 billion in 2012 and was growing over 30% annually. Success factors include large distances between retailers, developed infrastructure and payment systems, and a consumer mentality receptive to online shopping. Contact centers, logistics, and payment processing are established industries supporting the distance selling market in Ukraine.
1) Customs clearance of goods shipped via international mail takes 1 day or less and is not subject to customs duties or taxes unlike single cargo shipments which can take 3 weeks and are subject to high customs fees.
2) Using consignment shipping through Globex Post provides insurance for goods in storage and flexibility to return unsold goods while monitoring international mail.
3) Customs procedures for international mail sent through postal channels are regulated by global standards and less dependent on changing Ukrainian laws compared to single cargo shipments.
This document discusses client service in Ukrainian contact centers. It identifies four main vectors to focus on: 1) reducing informational calls through alternative communication channels, 2) analyzing past activity to forecast fluctuations and allocate resources efficiently, 3) implementing quality control methods to improve agents' work, and 4) using contact centers for additional sales opportunities. Proper handling of these vectors can lead to reduced expenses, higher service quality, increased loyalty and sales. The acceptable working hours for agents in Ukraine are listed as well as typical call volume breakdowns and average call durations and costs.
This document provides advice for organizing work with contractors and logistics properly in Ukraine. It recommends selecting contractors based on important criteria, setting clear goals and timelines, and integrating processes smoothly. It also advises controlling logistics by hedging risks with multiple contractors and monitoring performance. Finally, it emphasizes the importance of not being afraid to address bureaucratic issues like taxation, customs, and compliance with regulations. Working closely with partners and occupying new market opportunities are keys to success in Ukraine's developing e-commerce market.
This document discusses logistics in Ukraine. It provides an overview of Ukraine's ranking in logistics performance compared to other countries like Germany and Russia. It also discusses the main operators in Ukraine's logistics market, including transportation, warehouse, and forwarding companies. Finally, it analyzes some of the challenges facing Ukraine's logistics sector, such as outdated transportation infrastructure and a lack of skilled professionals.
The document discusses marketing strategies between Western and Eastern markets. It focuses on the marketing strategies of Book Club "Family Leisure Club" in Ukraine. The marketing strategy focuses on unique products, multi-channel distribution including direct mail, retail shops, online, and trade. There are five key differences in marketing between Western and Eastern markets: customer demographics, shopping criteria, creative materials, additional catalog offerings, and marketing staff experience and resources.
2. The bad news is that
modern people have
tasted the quality of
first-class services, such
as McDonalds, Federal
Express. And now, their
needs have grown so
that it is necessary to
offer at least not worse.
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
3. quickly
average price
predictable quality
clean WC
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
4. alas …
to raise quality
≠
to minimize costs
• Is it possible to make a delivery service with just
hundredths of 1% undelivered parcels, with financial
guarantees of up in-time delivery and other additional
services for customers?
• Yes. But the price will be in few times higher the current
one.
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
5. Customers expectations from delivery
Operatively
In a convenient place
Safe and sound
For a minimum price
With a simple return procedure
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
6. Main customer complaints to the courier
service:
1. Delivery did not take place seriously hurt. Faults occur in any case. This
Lost orders, the operator use wrong address, should be taken for granted it is necessary to
there was no available goods at the stock. teach the couriers to solve the problems by
Whatever the reason, the customer has not themselves.
received their order. 4. Courier doesn’t know the city
2. The courier did not arrive at the appointed When the courier calls and specifies address 1 or
time 2 times, this is normal. Unfortunately there are
Nobody likes to wait. The client, who was forced situations when the address is not found even
to wait an extra hour the next time he spends on after six rings. The ability to find address is a basic
the search for another shop. It is clear that it is skill required from courier.
necessary to plan the route and schedule of 5. The general attitude of the courier to work
delivery. But if can’t avoid being late - warn Let me remind, the courier is the face of your
about it as soon as possible. business. If he's untidy, irritable and unable to
3. Reluctance to solve "controversial" issues communicate with people, all these qualities
There are situations when in the order is missed client will transfer to the whole shop.
some detail, “it is in the wrong color," or simply
has small defect. If the courier is not ready to
bring the missing stuff, replace the product or
make a discount - reputation of shop will be
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
7. 2 ways
in-house
logistic
department
outside
courier
service or
outsourcing
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
8. Own delivery service OUTSOURCING
Flexibility an opportunity of prompt
Within the scope of standard
BUSINESS PROCESS transformation according to market
service package
changes
High costs on creation Permanent cost due to agreed
FINANCE
and permanent maintain tariffs
ATTITUDE TO THE END Opportunity to rank customers (and the
All consumers are similar
CONSUMER attitude to them) by type / level
Difficulties in selecting, constant control, Minimal risk (the correct choice of
HUMAN FACTOR
the risk of theft, ... the contractor)
Regulated by additional (often
Planned and controlled under
PEAK PERIODS increased because of emergency
the agreed tariffs
situations) costs
Risks absenteeism and not in-time
GUARANTEE OF DELIVERY contractor's responsibility
delivery
Refund the theft or loss of the
FINANCIAL GUARANTEE At their own expense goods (financial responsibility of
contractor under the contract)
CASH RECEIPT FROM
Every day From 1 up to 5 days
CUSTOMERS
9. At what stage is beneficial to outsource
logistics?
1. There are more than 1 order for delivery to another region
2. There is no possibility / desire / time to attract investments in
the logistics business.
Information:
min for delivery across Ukraine should be:
• 26 warehouses branches
• specialized soft and equipment
• 50 cars
• storage facilities and equipment
• recruitment of experienced managers (hunting)
• more than 350 trained employees
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
10. Types of courier delivery & business processes
Express delivery (1-
2 – 3 days Next day To a day
2 hours)
Available goods at
not necessarily not necessarily preferably obligatorily
the stock
Available free
not necessarily not necessarily preferably obligatorily
courier
Qualification of
weak weak average high
dispatcher
Cash discipline
CC costs above normal above normal ordinary below normal
Price for delivery extra low low average high
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
11. Reliable contractor, who is he?
Quality of
delivery
Quality of
client
service
List of
provided
services
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
12. Reliable contractor, who is he?
percent deliverability first time (a good
indicator from 93%)
the overall percentage of deliverability
(good indicator : from 97%) Quality of
percentage of cancellations / transfers delivery
caused by the contractor
(a good indicator: up to 1%)
company's response to complaints
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
13. Reliable contractor, who is he?
The method of application for the delivery
(Excel, XML, by integration API, My Account)
Response time for incoming requests
Method of receiving requests (phone, e-mail)
Quality Speed of providing delivery report
of client Availability of e-mail and SMS notifications to
service change the status of delivery and / or other
important events for the store
Terms of return of goods and money
Time and days of receiving goods from
customers
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
14. Reliable contractor, who is he?
The possibility of a partial return, fitting,
return of documents
The possibility of taking orders from the
supplier’s stock and / or shop
Secure storage
Cash on delivery
List of
Cash service provided
... services
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
15. Contractor’s selection
Don't put all your eggs in one basket!
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
16. Outsourcing?!
++++ ----
• reduce the dependence of
your business from one contractor
• more org. Questions and
• allow you to compare the
administration / coordination
quality of work and to redistribute
volumes
• may increase the final cost of
delivery
• give access to a wide
geography and "range" of
services
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
17. NB the price of services
'Hidden' payments :
– charge for the return of goods
– charge for returns storage
– charge for taking orders from the client
– commission for accepting funds
– payment in case of cancellation of
delivery
– separate fee for extra services (labeling,
kitting, SMS alerts, ...)
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
18. NB points of self-delivery
20-25% of consumers are willing to pick up an order on
their own to pay less, but:
• rate of return using the self-delivery points higher than
standard delivery.
• if the goods are not paid in advance and it is not
delivered to the door, the buyer rarely makes an
effort to pick up the order himself.
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
19. NB delivery to regions
When you send the goods to the regions without
prepayment of 20 to 50% of the orders may come
back.
And the more expensive the product, the greater the
percentage of refusal. Reasons: as the buyer waited
goods, money has been already spent; he changed
his mind to buy, bought in the own city, friends
advised not to buy this model, etc.
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
20. "Own" Logistics: stumbling blocks
Courier is not that kind of profession where people go for
self-realization, but for the purpose of feed themselves.
Software. You can ignore this issue, but only when you
have ten deliveries a day ...
The structure of the delivery service should be always with
a margin of safety, should minimize Couriers negotiations
with customers (delivery service should be limited to a
discussion of the nuances of delivery and not to discuss
details of the sale itself or the object of the sale).
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
21. "Own" Logistics: stumbling blocks
Reserve for development - all business processes should
be designed initially with the possibility of scaling
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
22. Prospects of delivery market
• Annual market growth of 30 - 50%
• Increased competition
• The introduction of technology
• Creation and improving quality standards
• Cost optimization
• Improving the quality of
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”
23. Questions?
Evgeniy Glazov
director
POSTMAN (PGK Groupe)
+38 067 517 60 30
eglazov@postman.ua
www.postman.ua
специально“Trade Mission Миссия в Украину»
Special for для «Торговая in Ukraine”