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Evgeny Glazov

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Evgeny Glazov

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Evgeny Glazov

  1. 1. Features ofВ2С deliveryEvgeniy Glazov, POSTMAN
  2. 2. The bad news is thatmodern people havetasted the quality offirst-class services, suchas McDonalds, FederalExpress. And now, theirneeds have grown sothat it is necessary tooffer at least not worse.специально“Trade Mission Миссия в Украину» Special for для «Торговая in Ukraine”
  3. 3. quickly average pricepredictable quality clean WC специально“Trade Mission Миссия в Украину» Special for для «Торговая in Ukraine”
  4. 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. 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. 6. Main customer complaints to the courierservice:1. Delivery did not take place seriously hurt. Faults occur in any case. ThisLost orders, the operator use wrong address, should be taken for granted it is necessary tothere was no available goods at the stock. teach the couriers to solve the problems byWhatever the reason, the customer has not themselves.received their order. 4. Courier doesn’t know the city2. The courier did not arrive at the appointed When the courier calls and specifies address 1 ortime 2 times, this is normal. Unfortunately there areNobody likes to wait. The client, who was forced situations when the address is not found evento wait an extra hour the next time he spends on after six rings. The ability to find address is a basicthe 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 workdelivery. But if can’t avoid being late - warn Let me remind, the courier is the face of yourabout it as soon as possible. business. If hes untidy, irritable and unable to3. Reluctance to solve "controversial" issues communicate with people, all these qualitiesThere are situations when in the order is missed client will transfer to the whole shop.some detail, “it is in the wrong color," or simplyhas small defect. If the courier is not ready tobring the missing stuff, replace the product ormake a discount - reputation of shop will be специально“Trade Mission Миссия в Украину» Special for для «Торговая in Ukraine”
  7. 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. 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-timeGUARANTEE OF DELIVERY contractors responsibility delivery Refund the theft or loss of theFINANCIAL 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. 9. At what stage is beneficial to outsourcelogistics?1. There are more than 1 order for delivery to another region2. There is no possibility / desire / time to attract investments inthe 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. 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. 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. 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%)  companys response to complaints специально“Trade Mission Миссия в Украину» Special for для «Торговая in Ukraine”
  13. 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. 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. 15. Contractor’s selection Dont put all your eggs in one basket! специально“Trade Mission Миссия в Украину» Special for для «Торговая in Ukraine”
  16. 16. Outsourcing?! ++++ ---- • reduce the dependence ofyour 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. 17. NB the price of servicesHidden 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. 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. 19. NB delivery to regionsWhen you send the goods to the regions withoutprepayment of 20 to 50% of the orders may comeback.And the more expensive the product, the greater thepercentage of refusal. Reasons: as the buyer waitedgoods, money has been already spent; he changedhis mind to buy, bought in the own city, friendsadvised not to buy this model, etc. специально“Trade Mission Миссия в Украину» Special for для «Торговая in Ukraine”
  20. 20. "Own" Logistics: stumbling blocksCourier is not that kind of profession where people go forself-realization, but for the purpose of feed themselves.Software. You can ignore this issue, but only when youhave ten deliveries a day ...The structure of the delivery service should be always witha margin of safety, should minimize Couriers negotiationswith customers (delivery service should be limited to adiscussion of the nuances of delivery and not to discussdetails of the sale itself or the object of the sale). специально“Trade Mission Миссия в Украину» Special for для «Торговая in Ukraine”
  21. 21. "Own" Logistics: stumbling blocksReserve for development - all business processes shouldbe designed initially with the possibility of scaling специально“Trade Mission Миссия в Украину» Special for для «Торговая in Ukraine”
  22. 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. 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”

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