View
676
Download
3
Category
Tags:
Preview:
DESCRIPTION
Citation preview
Order Management:
Home Delivery
© 2011 IBM Corporation© 2011 IBM Corporation
Home Delivery
Our Vision
To help our customers…
Connect
Communicate
Customers
Partners
© 2011 IBM Corporation© 2011 IBM Corporation2
…and do it better than anyone else
Collaborate Suppliers
2
Sterling Selling and Fulfillment Suite
�Improve customer satisfaction and loyalty
by enhancing the customer experience with
seamless cross
channel e-commerce
�Deliver a rich customer and partner
experience by extending a common set of
business services across all points of
interaction
Retailer
Supplier
© 2011 IBM Corporation© 2011 IBM Corporation
interaction
�Effectively manage orders across
the extended enterprise and optimize
complex order fulfillment and logistics
processes
Capabilities available in a variety of delivery models fit for purpose (on premises, as-a-Service or hybrid)
Distributor
3
Consumers Corp.Accts.ERP
LegacyBOBSystemsSterling
WMS/ Yard Mgt
CallCenter
Kiosk/ Mobile
Stores
MFT
Sterling Commerce Enables Seamless End-To-End
Cross-Channel Execution
Sterling Collaboration
Network
© 2011 IBM Corporation© 2011 IBM Corporation4Community
Web
Sterling OrderMgt
InterconnectNetworks
ServicePartners
Suppliers
Financial ServicesGovernment Carriers/3PL
Freight Forwarders Customs Brokers
Sterling Integrator
Sterling Configure/
Price/ Quote
SterlingTMS
Portal
SmallCarriersSmall
Suppliers
Supply Chain Visibility
Sterling Commerce Sales Plays for Retailers:
Reducing Out-of-Stock – Enables cross-channel inventory access via POS, Web, Kiosk or Mobile Device– Offers available to promise and fulfillment options
Enabling Cross-Channel Order Management– Provide Cross-Channel Selling, Sourcing, Distribution and Fulfillment
– Deliver seamless customer experience by any channel
© 2011 IBM Corporation© 2011 IBM Corporation5
Improving Supply Chain Visibility– Integrates Cross-Channel inventory visibility with all business partners
– Optimizes partner integration from connectivity and community
Optimize Cross-Channel Inventory– Orchestrates inventory and order fulfillment across all channels
– Enables returns processing
5
Customer Challenges/Solution Capabilities
Challenges/Pain Solutions/Capabilities Needed
Customer wants an item that’s
out of stock in a store
• Provides real-time integration with back-end systems to locate ATP inventory at
stores, DCs, and more
• Determines optimum shipping location (for ship-to-home or ship-to-store) or
best store (for alternate-store-pickup or store-to-store transfers)
Store associates have no
efficient means of quickly
locating ATP inventory of out-
of-stock items
• Provides real-time look-up of ATP inventory at all eligible fulfillment locations
• Recommends 1st, 2nd, and 3rd fulfillment locations by preferred fulfillment
method
• Immediately reserves inventory at the designated fulfillment location
Store associate has no efficient
means of capturing the
• Provides process-driven screens to walk the store associate through the
information-collection process
© 2011 IBM Corporation© 2011 IBM Corporation6
means of capturing the
customer’s order for the out-of-
stock item
information-collection process
• Seamlessly interfaces with existing POS to handle completion of financial
transaction
• Gets and logs confirmation of completed financial transaction from POS
Retailer does not want to tie up
limited POS terminals while
looking up ATP inventory,
collecting consumer fulfillment
information, etc.
• Provides a mobile user interface for use by store associates using an iPhone,
iTouch, or iPad to perform all inventory lookup, order capture, fulfillment trigger,
and fulfillment tracking functions without involving POS
Store associate has no efficient
means of triggering fulfillment
by the designated location
• Automatically triggers integrated pick/pack/ship notice to the designated
fulfillment location for ship-to-home or ship-to-store fulfillment
• Automatically triggers pick-and-hold, pick-and-transfer, or pick-and-ship
instructions for alternate-store fulfillment
6
Call Center Create OrderCheck Status
Cancel OrderInitiate/Track Return
Schedule Delivery or PickupChange Order
Schedule
Store PickupResearch Product
Create OrderCheck Status
Cancel OrderInitiate/Track Return
Schedule Delivery or PickupChange Order
Schedule
Store PickupResearch ProductMobile
Create OrderCheck Status
Cancel OrderSchedule Delivery or PickupChange Order
Schedule
Store PickupResearch Product
Web
The True Cross Channel Customer Experience
© 2011 IBM Corporation© 2011 IBM Corporation
Store Create Order Check StatusCancel Order
Initiate/Track Return
Schedule DeliveryChange Order Pickup
Research Product
Buy Online Ship to Home
Buy Online Pickup at Store
Save the Sale in Store
Drop Ship Direct from VendorDelivery and Install Service Scheduling
Buy Anywhere Return Anywhere
Complex Orders
Call Center eCommerce StoreMobileKiosk
Customer Channels
There are Lots of Participants
© 2011 IBM Corporation© 2011 IBM Corporation
Fulfillment Network.
Distribution Centers 3PL’sDrop Shippers Store Network
Enterprise
Applications
External
Services
Pe
rform
an
ce M
an
ag
em
en
t?V
isib
ilit
y?
Enterprise
Applications
External
Services
Call Center eCommerce StoreMobileKiosk
Customer Channels
Everyone has High Expectations
Can We Set Accurate Expectations with the Customer?
What Steps are Required to Fulfill each Specific Order Line?
How do we Coordinate these Steps Across Applications?
© 2011 IBM Corporation© 2011 IBM Corporation
Pe
rform
an
ce M
an
ag
em
en
t?G
lob
al
Vis
ibil
ity
Fulfillment Network.
Distribution Centers 3PL’sDrop Shippers Store Network
What are the Fulfillment Rules for a Specific Order Line?
How do we Best Leverage the Fulfillment Network?
How do we Remain Flexible to Enable New Business
Initiatives?
Enterprise
Applications
External
Services
Call Center eCommerce StoreMobileKiosk
Customer Channels
This Can Get Complex
© 2011 IBM Corporation© 2011 IBM Corporation
Fulfillment Network.
Distribution Centers 3PL’sDrop Shippers Store Network
Order Management Engine – Handling All Order Types
Enterprise
RequisitionsReplenishment OrdersTransfer OrdersWork Orders
© 2011 IBM Corporation© 2011 IBM Corporation11
Suppliers
QuotesPurchase Orders
Blanket POsPlanned POs
Outsourced Providers
Drop Ship OrdersValue-Added ServicesContract Mfg. Orders
Service & Delivery Orders
Customers
Sales OrdersContinuity Orders
Return OrdersExchange Orders
Service & Delivery Orders
Carriers
Shipments Loads
Warehouses
Release Orders
Stores
Pickup Orders
11
Sterling Provides a Seamless End-to-End Cross-Channel Experience Through
Distributed Order Management
Sterling Multi-Channel Selling & Fulfillment
© 2011 IBM Corporation© 2011 IBM Corporation12
Catalog and PricingOrder Configuration
and Capture Order Negotiation
and Quoting Order Fulfillment
Orchestration
Sterling Multi-Channel Selling & Fulfillment
12
Sterling Order Management
Order Capture (Channels)
Sterling Order Management
Source Fulfill Serve
© 2011 IBM Corporation© 2011 IBM Corporation13
Fulfillment Network
Supplier Networks Other NetworksService Provider NetworkDistribution Networks
33rdrd partypartyInternal Internal
� Dynamic sourcing
� Real-time availability (ATP)
� Inventory visibility
� Delivery promising
� Service scheduling
� 3rd party coordination� Multi-step fulfillment
� Drop shipments
� Returns mgmt.
� Invoice and settle� Real-time track
Brand BBrand B Division IIDivision IIBrand ABrand A Division IDivision I Acquisition 1Acquisition 1
13
Order Orchestration - Business Process Modeling provides Flexibility
� Leverage existing systems
� Rapidly incorporate business process changes without any programming effort
� Control and monitor external activity
© 2011 IBM Corporation© 2011 IBM Corporation14
� Control and monitor external activity data flow and communication
� Real-time visual business process and event management
� Quickly adapt to changing business models
14
f
Central Order and Inventory Repository
Orders
� Database
�Designed for Distributed Order Fulfillment
�Optimized for High Transactional Usage
�Stores Transactional Data
�Stores Configuration Data
�Enterprise Specific
� Service Layer
�Over 1000 Business Services (APIs)
Service Layer
© 2011 IBM Corporation© 2011 IBM Corporation
fOrdersSupply and Demand
Business Rules
�Over 1000 Business Services (APIs)
�Create / Modify / Details / etc
�Secure
�Synchronous / Asynchronous
�Exposed via Any Protocol
�All Interaction is Done via a Service
Inventory / Capacity Consolidation for ATP
Sterling's Global Inventory and Capacity Visibility
Internal Systems External Systems
ATP Sourcing Supply Demand
© 2011 IBM Corporation© 2011 IBM Corporation
Stores
Replenishment
DC’s
eFC’s
Internal Systems External Systems
Partner Stock
Locations
Supplier Stock
Locations
Sterling's Inventory Monitors & Synchronization
Sourcing Rules derive a set of possible options to fulfill an order based on…� Fulfillment Channel (ship, pick-up, etc)
� Sourcing Classification
� Item Attributes
� Geography - Ship To Location
Complex Sourcing and Scheduling
© 2011 IBM Corporation© 2011 IBM Corporation
Scheduling Rules, or constraints, are applied to possible options…� Optimize by Date
� Optimize by Node Priority
� Optimize by number of shipments
� Optimize by Landed Cost
�Enable transfers in stock-out
situations
�Intelligent sourcing engine determines
the most optimal location
�Source or drop ship from
channel partner
�Select new location if inventory is
not available
Model Transactional Order Flows• As many as are required, store pickup, drop ship, deliver/install, etc
Line Level Orchestration• Multiple Ship To Addresses
• Multiple Fulfillment Sources
Trigger and Track Related Orders• Drop ship, procure to order, build to order, return/exchange, etc
Coordinate with External Service Providers• Pricing, Tax, Address Verification, Fraud, Payment Processing, etc
Coordinate with Enterprise Applications
Complete Order Orchestration
© 2011 IBM Corporation© 2011 IBM Corporation
Coordinate with Enterprise Applications
Monitor Order Execution• Proactive / Reactive / Milestones
React to Specific Business Events• Define hold scenarios, effects and resolution
Reverse Logistics / Returns
Event Management
� Registration of events� Within business process
� System Management related
� Integration Services related
� Configure events at any point in a business process� in response to a specific business situation
� in response to a status monitor
� in response an approaching
© 2011 IBM Corporation© 2011 IBM Corporation
� in response an approaching date/time of a relevant business milestone
� Event handlers can invoke any service� e-mail, exception alert, wireless device, fax…
� Publish XML to external queues/systems
� Invoke custom components (Web Service, Java, EJB, HTTP, COM+…)
In-Store On Line
Visibility for All Channels
© 2011 IBM Corporation© 2011 IBM Corporation
Call Center Mobile
Enable single face to customer with access to information about any order from any channel or
division to be available where and when a customer needs it.
Sterling OMS
IBM / Sterling Order Mangement Will Enable...
� Complete Order Orchestration
� Accurate Inventory and Service Capacity Promising
� Communication of Information Around Key Business Events
� End to End Visibility Through the Fulfillment Process
� A Single View of Customer Activity
� Leverage Existing Technology Investments
� Support for New Business Initiatives
© 2011 IBM Corporation© 2011 IBM Corporation
� Support for New Business Initiatives
... Across All Brands and Channels
Recent Customer Wins
Order
Management
Logistics
Management
Selling
© 2011 IBM Corporation© 2011 IBM Corporation
Management
B2B
Integration
B2B
Services
Managed
File Transfer
22
Recent Customer Go-Lives
Order
Management
Logistics
Management
Selling
© 2011 IBM Corporation© 2011 IBM Corporation
Management
B2B
Integration
B2B
Services
Managed
File Transfer
23
Recommended