1. Chapter 7 Demand Management
Learning Objectives
After reading this chapter, you should be able to do the following:
Understand the critical importance of outbound-to-customer logistics
systems.
Appreciate the growing need for effective demand management as
part of an organization’s overall logistics and supply chain expertise.
2. Learning Objectives (cont.)
Know the types of forecasts that might be needed, and
understand how collaboration among trading partners will
help the overall forecasting and demand management
processes.
Understand the basic principles underlying the sales and
operations planning process.
Identify the key steps in the order fulfillment process and
appreciate the various channel structures that might be used
in the fulfillment process.
3. Many organizations place significant emphasis on outbound-to-
customer logistics systems
Chapter focus:
demand management
forecasting
Sales and Operations Planning (S&OP) process
collaborative forecasting approaches
fulfillment process and the processes and methods
4. Demand Management
The ability of firms throughout the supply chain to collaborate on
activities related to the flow of product, services, information, and
capital.
Problems in achieving goal:
Lack of coordination between departments
Too much emphasis on forecasts of demand, with less attention on
the collaborative efforts and the strategic and operational plans
Demand information is used more for tactical and operational than
for strategic purposes
5.
6.
7.
8. Direct-to-Customer (DTC) Fulfillment
Advantages:
low start-up costs
workforce efficiency because of consolidated operations
Disadvantages:
the order profile will change (store orders in case and/or pallet
quantities, consumer orders, “eaches” in smaller order quantities)
products might not be available in consumer units (eaches)
“fast pick,” or broken case, operation to be added to the distribution
center
conflict between a store order and an Internet order
9.
10. Integrated Fulfillment
Retailer maintains both a “bricks-and-mortar” and “clicks-and-
mortar” presence
operates one distribution network to service both channels
Advantage
low start-up costs
existing network can service both
Disadvantages
order profile will change with addition of Internet orders
case lots versus “eaches”
would require a “fast pick,” or broken case operation
conflict might arise between a store order and an Internet order
11.
12. Dedicated Fulfillment
Both a store and an Internet presence with two separate
distribution networks
Advantage:
separate distribution network for store delivery and consumer
delivery eliminates most of the disadvantages of integrated
fulfillment
Disadvantage:
duplicate facilities and duplicate inventories
13.
14. Outsourced Fulfillment
assumes that another firm will perform the fulfillment
Advantages:
low start-up costs for the retailer to service the Internet channel
possible transportation economies
Disadvantage:
loss of control over service levels
15.
16. Drop-Shipped Fulfillment
also called direct store delivery, vendor delivers
directly to retailer, bypassing retailer’s distribution
network.
works best for products that have a short shelf life
Advantages:
reduction of inventory in the distribution network
vendor has direct control of its inventories
Disadvantage:
possible reduction of inventory visibility
17.
18. Store Fulfillment
The order is placed through the Internet site and sent to the nearest
store for customer pick up
Advantages:
short lead time to the customer
low start-up costs for the retailer
returns can be handled through the store
product availability in consumer units
Disadvantages:
reduced control and consistency over order fill
conflict may arise between inventories
must have real-time visibility to in-store inventories
stores lack sufficient space to store product
19.
20. Flow-Through Fulfillment
Product is picked and packed at distribution center, then
sent to the store for pickup
Advantages:
eliminates the inventory conflict
avoids the cost of the “last mile”
returns can be handled through the existing store network
Disadvantage:
Storage space at the store for pickup items a problem
21. Summary
Outbound-to-customer logistics systems have received the most attention in
many companies, but even in today’s customer service environment, outbound
and inbound logistics systems must be coordinated.
Demand management may be thought of as “focused efforts to estimate and
manage customers’ demand, with the intention of using this information to shape
operating decisions.”
Although many forecasts are made throughout the supply chain, the forecast of
primary demand from the end user or consumer will be the most important. It is
essential that this demand information be shared with trading partners
throughout the supply chain and be the basis for collaborative decision making.
Various approaches to forecasting are available, each serving different purposes.
22. Summary
Various approaches to forecasting are available, each serving different purposes.
The S&OP process has gained much attention in industry today. It serves the
purpose of allowing a firm to operate from a single forecast.
The S&OP process is a continual loop involving participation from sales,
operations, and finance to arrive at an internal consensus forecast.
CPFR is a method to allow trading partners in the supply chain to collaboratively
develop and agree upon a forecast of sales. This allows for the elimination of
inventories held because of uncertainty in the supply chain.
A number of distribution channel alternatives might be considered by
organizations today. Effective management of the various choices requires
coordination and integration of marketing, logistics, and finance within the firm,
as well as coordination of overall channel-wide activities across the organizations
in the channel.