Introduction to Supply Chain Management Dr. Dale S. Rogers Center for Logistics Management University of Nevada MGRS 474/674
May 06, 2015
Introduction to Supply Chain Management
Dr. Dale S. RogersCenter for Logistics Management
University of NevadaMGRS 474/674
Dr. Dale S. RogersCenter for Logistics Management
University of NevadaMGRS 474/674
Seminar Goal
■ Establish an understanding of the role and function of supply chain management strategies in the context of the technology marketplace.
■ Develop a more thorough understanding of the critical interrelationships that compose the supply chain.
■ Concept of supply chain system design■ Introduce and ask participants to identify an
opportunity to establish or improve supply chains.
Future of Competition
My Supply Chain vs. Your Supply Chain
SupplierSupplier InboundInboundTransportTransport
OutboundOutboundTransportTransport
DistributionDistributionManufacturingManufacturing UltimateUltimateCustomerCustomer
SupplierSupplier InboundInboundTransportTransport
OutboundOutboundTransportTransport
DistributionDistributionManufacturingManufacturing UltimateUltimateCustomerCustomer
…is the process of planning, implementing and controlling the efficient, cost effective
flow and storage of raw materials, in-process inventory, finished goods, and related
information from point-of-origin to point-of-consumption for the purpose of conforming to
customer requirements.
[Council of Logistics Management, 1986]
1986 CLM DEFINITION OF LOGISTICS
SUPPLY CHAIN MANAGEMENT
…is the integration of key business processes
from end user through original suppliers, that
provides products, services, and information
that add value for customers and
other stakeholders.
[The International Center for Competitive Excellence, 1994][Global Supply Chain Forum, 1998]
1998 CLM DEFINITION OF LOGISTICS
….is that part of the supply chain process that plans, implements, and controls the efficient, effective flow and storage of goods, services,
and related information from the point-of-origin to the point-of-consumption in order to
meet customers' requirements.
[Council of Logistics Management, 1998]
Supp
ly C
hain
Bus
ines
s Pr
oces
ses
Tier 1Supplier
Tier 2Supplier
SUPPLY CHAIN MANAGEMENTIntegrating and Managing Processes Across the Supply Chain
LogisticsPurchasing Marketing & Sales
R&D
Customer Consumer/End-user
CUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER SERVICE MANAGEMENT
DEMAND MANAGEMENT
ORDER FULFILLMENT
MANUFACTURING FLOW MANAGEMENT
PROCUREMENT
PRODUCT DEVELOPMENT AND COMMERCIALIZATION
RETURNS
PRODUCT FLOWProduction Finance
Manufacturer
Information Flow
Source: Douglas M. Lambert, Martha C. Cooper, Janus D. Pagh, “Supply Chain Management: Implementation Issues and Research Opportunities,” The International Journal of Logistics Management, Vol. 9, No. 2, 1998, pp. 2.
Customer Relationship Management Process
! Customer focus teams develop and implement customer partnering programs.
! Product/service agreements are established.! New customer interfaces are used to better predict
customer demand and improve the way customers are serviced.
! Teams identify and eliminate sources of production variability.
! Key performance evaluation criteria (both company performance and customer account profitability) are used to measure results.
Required BehaviorsRequired Behaviors
Customer relationships are managed by customer focus teams whichnegotiate mutually beneficial product / service agreements with large, strategically significant customers.
Customer Relationship Management
Customer Service Management Process
! Customer Service provides a single source of customer information, a point of contact for administration of the product / service agreement.
! Instant promising/availability information is conveyed via the supply/demand manager interface.
! On-line/real-time product and pricing information assists customers with order placement.
! On-line/real-time access to order status information is available to support customer enquiries.
Required BehaviorsRequired BehaviorsMaximizing customer service means providing a focused point of contact for all customer enquiries in order to insulate them from the complexity of a large, multi-divisional corporation.
Customer ServiceManagement
Demand Management Process
! Demand requirements and supply capabilities are continuously modeled using point of sale and “key” customer data.
! Market requirements and production plans are coordinated on an enterprise-wide basis.
! Multiple sourcing and routing options are considered at the time of order receipt.
! Worldwide on-line/real-time inventory availability check and promising capacity is employed.
! Demand and production rates are synchronised and inventories are managed globally.
Required BehaviorsRequired BehaviorsIn demand management, customer demand is continuously gathered, compiled and renewed in order to match our supply capability with requirements in the market.
Demand Management
Fulfilment Process! Customer need dates and requirements drive
the process.
! Manufacturing, distribution, and transportation plans are integrated.
! Strategic alliances with channel partners and carriers are formed to meet requirements and to reduce total-delivered-cost of the product to customers.
Required BehaviorsRequired Behaviors
Customer orders that are 100% on-time, accurate, and complete require an integrated supply and delivery system that is responsive, flexible and customer-driven.
Fulfillment
Manufacturing Flow Management Process
! Production must shift from a supply/push method of operation to a demand/pull method based on customer needs.
! Manufacturing processes must flexibly respond to market changes with rapid changeover capabilities for mass customisation.
! Minimum lot sizes are planned to move toward a make to order environment.
! Production priorities are driven by required delivery dates.
! Specific supply strategies are developed for each customer segment.
Required BehaviorsRequired Behaviors
Rapid response to changing market conditions implies maximum flexibility in production planning and manufacturing capabilities.
Manufacturing Flow
Management
Procurement
Procurement Process
Relationships with major suppliers are corporately managed in strategic alliances while purchase order transactions become simplified and integrated with the supply process.
Required BehaviorsRequired Behaviors
! Strategic plans of suppliers and company are aligned to focus resources on holding down costs and developing new products.
! Supplier categorisation and management is implemented on a corporate global basis, with purchasing in a strategic contracting role.
! Purchase order transactions are integrated with the supply process to improve productivity and all areas of supplier performance.
SUPPLY CHAIN NETWORK STRUCTURE
Members of the Focal Company’s Supply Chain
n
2
3
1
2
1
1
n
2
1
3
n
1
21
n
2
n
1
2
n
1
Tie r
3 to
n c
usto
mer
s
Con
sum
ers/
End-
cust
omer
s
n
Tier
3 to
n s
uppl
iers
Initi
al S
uppl
iers
Focal Company
Tier 1Customers
Tier 2Customers
Tier 3 toConsumers/
End-CustomersTier 2
SuppliersTier 1
Suppliers
Tier 3 toInitial
suppliers
n
1
n
2) What processes should belinked with each of these
key supply chain members?
1) Who are the key supplychain members with whom
to link processes?
3) What level of integration and management should be applied
for each process link?
Supply ChainBusinessProcesses
Supply ChainNetworkStructure
Supply ChainManagementComponents
SUPPLY CHAIN MANAGEMENT FRAMEWORK:Elements and Key Decisions
Source: Douglas M. Lambert, Martha C. Cooper, and Janus D. Pagh, “Supply Chain Management: Implementation Issues and Research Opportunities,” The International Journal of Logistics Management, Vol. 9, No. 2, 1998.
Managed Process LinksMonitor Process LinksNot-Managed Process LinksNon-Member Process Links
n
2
3
1
2
n
1
1
n
2
1
3
n
n
1
1
2 1
n
2
n
1
2
n
1n
1 n
Tier 1Customers
Tier 2Customers
Tier 3 toConsumers/
End-CustomersTier 2
SuppliersTier 1
Suppliers
Tier 3 toInitial
suppliers
n
1
TYPES OF INTER-COMPANY BUSINESS PROCESS LINKSIn
itial
Sup
plie
rs
Tier
3 to
n s
uppl
iers
Tie r
3 to
n c
usto
mer
s
Con
sum
ers/
End-
cust
omer
s
Members of the Focal Company’s Supply Chain
Non-Members of the Focal Company’s Supply Chain
Focal Company
The Global Supply Chain Forum, The Ohio State University -- Do not reproduce, cite or quote without written permission.
Alternative 1) Integrate with and activelymanage Link 2.
Alternative 2) Monitor the procedures ofCompany B and Company C for integrating and managing Link 2.
Alternative 3) Not involved, leave theintegration and management up toCompany B and Company C.
FocalCompany Company B Company C
Link 1 Link 2
THE FOCAL COMPANY’S ALTERNATIVES FOR INVOLVEMENT WITH LINK 2
SUPPLY CHAIN MANAGEMENT: THE DISCONNECTS
Tier 1Supplier
Tier 2Supplier
LogisticsPurchasing Marketing & Sales
R&D
Customer Consumer/End-Customer
CUSTOMER RELATIONSHIP MANAGEMENT
CUSTOMER SERVICE MANAGEMENT
DEMAND MANAGEMENT
ORDER FULFILLMENT
MANUFACTURING FLOW MANAGEMENT
PROCUREMENT
PRODUCT DEVELOPMENT AND COMMERCIALIZATION
RETURNS
PRODUCT FLOWProduction Finance
Manufacturer
Information Flow
Company A• Product Development• Supply Chain• Customer Management
Company B• Strategy Development• Business Management• Market Development• Product Development• Manufacturing Capability Development• Order Fulfillment
Company E• Customer Relationship Management• Customer Order Fulfillment• Business Planning• Manufacturing & Supply• Product Development• Procurement
Company D• Business Process
- Marketing Planning- Prospecting- Exploring Needs- Developing Solutions- Decision- Presenting & Closing- Delivering- Demonstration Results
Company F• Supply Chain• Account Planning
Company C• Selling Process• Customer Order Fulfillment• Manufacturing & Supply• New Product Creation• Procurement
REPRESENTATIVE BUSINESS PROCESSES IDENTIFIED IN SELECTED CASE COMPANIES
Communicationand Information Flow
Facility Structure
Work Flow/Activity Structure
OrganizationStructure
Product FlowFacility Structure
Planning andControl Methods
Physical & Technical Management Components
ManagementMethods
Power andLeadership Structure
Risk andReward Structure
Culture andAttitude
Managerial & BehavioralManagement Components
SUPPLY CHAIN MANAGEMENTFundamental Management Components
AN ILLUSTRATION OF A SUPPLY CHAIN SHOWING EACHINTEGRATED AND MANAGED BUSINESS PROCESS LINK
Product Development andCommercialization Process
Demand Management Process
Customer Relationship Management Process
Order Fulfillment Process
Not-Managed Business Process Link.
Focal Company.
Selected Members of the Focal Company's Supply Chain.
Managed Demand Management Process LinksManaged Order Fulfillment Process LinksManaged Product Develop./Commercial Process LinksManaged Customer Relationship Manag. Process Links
AN ILLUSTRATION OF A SUPPLY CHAIN COMBINING ALL THE INTEGRATED AND MANAGED BUSINESS PROCESS LINKS
Managed Customer Relationship Manag. Process Links
Not-Managed Business Process Links.
Focal Company.
Selected Other Membersof the Focal Company'sSupply Chain.
Managed Product Develop./Commercial. Process Links
Managed Order Fulfillment Process LinksManaged Demand Management Process Links
IMPLEMENTATION OF SUPPLY CHAIN MANAGEMENT
Note: Process sponsorship and ownership must be established to drive the attainment of the supply chain vision and eliminatethe functional barriers that artificially separate the process flows.
Information Architecture, Data Base Strategy, Information Visibility
Technical Logistics Purchasing Finance &Accounting
Sales &Marketing
BusinessProcesses
TypicalFunctions
Silos
Manufac-turing
CUSTOMERS
DemandManagement
NetworkPlanning
CapabilityPlanning SourcingDemand
Planning
CustomerRelationshipManagement
RequirementsDefinition
ManufacturingStrategy
SourcingStrategy
CustomerProfitability
AccountManagement
RequirementsDefinition
Customer ServiceManagement
PerformanceSpecifications
CoordinatedExecution
AccountAdministration
TechnicalService
Manufacturing FlowManagement
ProductionPlanning
IntegratedSupply
ManufacturingProcessStability
Fulfillment DistributionManagement
PlantDirect
SelectedSupplier(s)
DistributionCost
SpecialOrders
ProductDevelopment andCommercialization
ProcessSpecifications
MaterialSpecifications R & D Cost
ProductDesign
BusinessPlan
MovementRequirements
PriorityAssessment
CostTo Serve
TradeoffAnalysis
ProcessRequirements
EnvironmentalRequirements
PackagingSpecifications
PrioritizationCriteria
SUPPLIERS
Procurement IntegratedPlanning
SupplierManagement
MaterialsCost
MaterialSpecifications
OrderBooking
InboundFlow
Cost
CHARACTERISTICS OF SUPPLYCHAIN MANAGEMENT! Strategy and policies shared across
supply chain
! Fully coordinated supply chain “cash to cash”
! Integrated business processes for entire supply chain
! Measures shared across supply chain
THE MOVE TOWARDS TRADE MARKETING
To:To:Building Stronger Partnerships Through Multiple LinkagesBuilding Stronger Partnerships Through Multiple Linkages
MISR&DMKTLOGACCT
MISR&DMKTLOG
ACCT
Customer Supplier
From:From:Traditional Buyer/Supplier RelationshipTraditional Buyer/Supplier Relationship
MISR&DMKTLOGACCT
MISR&DMKTLOG
ACCT
Buyer Seller
INVENTORY POSITIONS AND MAJOR FLOWS IN A SUPPLY CHAIN
Variable costof product
Full manufac-tured cost
Sellingprice
$5
$7
$10
Variable costof material
Acquisitioncost
Other variablecosts
Total variablecost of product
Full manufac-tured cost
Sellingprice
$10
$1
$14
$25
$40
$60
Variable costof product
Other acquisitioncosts
Sellingprice
$60
$2
$80
Variable costof product
Other acquisitioncosts
Sellingprice
$80
$2
$150
Suppliers Wholesalers RetailersManufacturer
Orders
Payments
Information
Product
Orders
Payments
Information
Product
Orders
Payments
Information
Product
FUTURE RESEARCH OPPORTUNITIES:PROCESSES
❐ What are the operational definitions of the key business processes and what are the relationships among the processes?
❐ What are the relationships among the processes and the functional silos? What is the tolerance for sub-optimization?
❐ How do you obtain buy-in from the functional areas in order to implement a process approach within the firm?
❐ How can the various participants in a company be encouraged to work toward a common goal? Marketing and manufacturing reward structures often tend to be counter to one another yet the firm has overall profitability goals.
❐ Does the answer lie in similar reward structures, rewards tied to overall performance, or will process teams accomplish much of this?
❐ Beyond internal integration, how does inter-organizational change management be implemented?
❏ How should the existing supply chain be mapped? ❏ Should the map include all connected firms or only the value-
adding firms? ❏ Are there other means of determining who should and should not
be part of the supply chain map? For example, should only the most critical members be mapped?
❏ What are the implications for good SCM practice based upon the shape of the supply chain, that is horizontal structure, vertical structure and focal company position in the supply chain?
FUTURE RESEARCH OPPORTUNITIES:SUPPLY CHAIN MAPPING
❏ What is the value proposition at the consumer level or end point of the supply chain?
❏ What are the methods that should be used to determine value?
❏ How should the various firms in the supply chain share the costs and the benefits?
FUTURE RESEARCH OPPORTUNITIES:VALUE
❏ What metrics should be used to evaluate the performance of the entire supply chain, individual members or subsets of members?
❏ What are the potential barriers to implementation and how shouldthey be overcome?
❏ What characteristics of managing the supply chain are related tohigher performance of the supply chain, subsets of firms in the supply chain, and the individual firms? Since the processes may vary by link, these measures may need to be both process specific and global.
FUTURE RESEARCH OPPORTUNITIES:METRICS
❏ What is the process to take the map of the existing supply chainand modify it to obtain the best supply chain given the desired outputs?
❏ How frequently should the supply chain structure be reviewed? What approaches could be used to perform the evaluation?
❏ Which approaches are appropriate for different supply chain forms and situations?
❏ How should the firm analyze the network to determine if there is a better configuration?
❏ How does building a stronger relationship with one member affectthe management time allocable to other members?
❏ Should a third party manage some relationships to free resourcesfor this closer relationship, which thus, changes the membershipof the network? Is it an iterative process?
FUTURE RESEARCH OPPORTUNITIES:NETWORK REDESIGN
❏ What determines with whom to link business processes? ❏ What are the steps to take to determine with whom to link? ❏ What are the critical factors to the firm's success and that enable
the firm to link with specific companies? ❏ What are the barriers to forming these relationships? Should the
decision process vary based on whether Tier 1 or Tier n companies are the focus?
❏ For Tier n companies, what critical factors imply a closer relationship of managed or monitored links to key members to assure supply, quality, and service?
❏ What are the compelling reasons to have closer ties with companies beyond the first tier?
FUTURE RESEARCH OPPORTUNITIES:INTEGRATION
❏ What determines the processes to link with these key members?❏ How should the firm decide which internal process to link with
which suppliers and customers? ❏ What decision criteria determine whose internal business
processes prevail across all or part of the supply chain?
FUTURE RESEARCH OPPORTUNITIES:PROCESS INTEGRATION
❏ What determines the type/level of integration that should be applied to each process link? It is important to provide firms with some guidelines regarding what level of management components to apply to achieve the desired relationship and management of a link. More components and/or a higher level of effort on a component may be required to achieve a desired levelof integration of a process link.
❏ What constitutes a low level versus a high level of a specific management component?
❏ What is the relationship among the management components for successful SCM?
❏ Do changes in the physical and technical components automatically require changes in the managerial and behavioral components?
FUTURE RESEARCH OPPORTUNITIES:IMPLEMENTATION OF MANAGEMENT COMPONENTS
MANAGING THE SUPPLY CHAIN INVOLVES THREE CLOSELY INTER-RELATED ELEMENTS:
❏ The supply chain network structure
❏ The supply chain business processes
❏ The management components
SUCCESSFUL SCM IS BASED ON DETERMINING:
❏ Who are the key supply chain members with whom to integrate processes?
❏ What are the supply chain processes to link with these key members?
❏ What type/level of integration should be applied to each of these process links?
LOGISTICS MANAGEMENT DEFINED
Council of Logistics Management (1986)
…the process of planning, implementing and controlling the efficient, cost effective flow and storage of raw materials, in-process inventory, finished goods, and related information from point-of-origin to point-of-consumption for the purpose of conforming to customer requirements.
SUPPLY CHAIN MANAGEMENT
…is the integration of key business processes
from end user through original suppliers, that provides
products, services, and information
that add value for customers
and other stakeholders.
[The International Center for Competitive Excellence, 1994][Global Supply Chain Forum, 1998]
Managed Process LinksMonitor Process LinksNot-Managed Process LinksNon-Member Process Links
n
2
3
1
2
n
1
1
n
2
1
3
n
n
1
1
2 1
n
2
n
1
2
n
1n
1 n
Ti er 1Customer s
Ti er 2Customer s
Tier 3 toConsumer s/
End-Custome rsTi er 2
Suppl ier sTier 1
Suppl ier s
Tier 3 toInitia l
supplie rs
n
1
TYPES OF INTER-COMPANY BUSINESSPROCESS LINKS
Initi
al Su
pplie
rs
Tier
3 to
n sup
plier
s
T ier
3 to
n cus
tom e
rs
Cons
umer
s/End
-cus
tome
rs
Members of the Focal Company’s Supply Chain
Non-Members of the Focal Company’s Supply Chain
Focal Company
Source: Douglas M. Lambert, Martha C. Cooper, and Janus D. Pagh, “Supply Chain Management : Implementat ion Issues and Research Opportunities,” TheInternat ional Journal of Logisti cs Management, Vol. 9, No. 2, 1998, p. 7.
COMPONENTS OF 1997 LOGISTICS COSTS
SOURCE: Adapted from Robert V. Delaney, “Ninth Annual State of Logistics Report,” press conference remarks to the National Press Club, Washington, D.C. (June, 1998)
Total U.S. Logistics Costs ($862 Billion)
Inventory Carrying Costs
29.7%
Order Administration
Costs4%
Other Costs0.6%
Warehousing Costs
8%
Air Freight 2.7%
Oil Pipelines1%
Forwarders Freight
1%
Motor Carriers Freight46.4%
Railroads Freight4%
Water Freight3.0%
COST TRADEOFFS REQUIRED INMARKETING AND LOGISTICS
Product
Price
Marketing Objective:
Logistics Objective:
Allocate resources to the marketing mix in such a manner as to maximize the long-term profitability of the firm.
Minimize Total Costs given the customer service objective where total costs = Transportation Costs +Warehousing Costs + Order Processing and Information Costs + Lot Quantity Costs +Inventory Carrying Costs
Promotion
PlaceCustomer Service
Levels
InventoryCarrying Costs
TransportationCosts
WarehousingCosts
Order Processingand information
Costs
Lot QuantityCosts
Logi
stic
sM
arke
ting
Structure Versus Behavior
■ Structure determines behavior
■ Behavior does not determine structure
Sub-Optimization
■ Local optimizations result from organizations optimizing own results rather than the total supply chain.
■ Systems approach is critical.■ Performance measurements and
reward systems must be synchronized with supply chain objectives.
Supply Chain Management Defined
Supply chain management is the integration of business processes from end user through original suppliers that provides products, services, and information that add value to customers.
Source: Harrison, Alan, “Co-Makership as an Extension of Quality Care,”International Journal of Quality & Reliability Management, Vol. 7, No. 2 (1990), pp. 15-22.
...Racing as a team for market differentiation in supply chain management.
UCS Operations & Program Support Vision
Partnering with our clients around the globe, serving their needs for future success...
Three Critical Business Elements
“The three most important things you need to measure in a business are:1. Customer Satisfaction 2. Employee Satisfaction3. Cash Flow
Source: Jack Welch, CEO, General Electric
Computing History
■ 1833 Charles Babbage developed a calculating machine with input, storage and output
■ 1848 George Boole's work on mathematics (Boolean algebra) is the basis for all binary operations
■ 1878 W. T. Odhner used pin-wheels for the next generation of mechanical calculating machines
■ 1886 Herman Hollerith (founder of IBM®) had the idea of using punched cards to keep and transport information
■ 1886 Dorr E. Felt built the first successful key-driven (as opposed to dial) calculator
■ 1891 William S. Burroghs invented the first robust calculating machine and started the office calculation industry
Burroughs Calculating Machines■ Over 5,000 parts, with as
many as 2000 moving in together at any one time.
■ Most technologically advanced of it's time
■ Price comparable to that of a new car.
■ Options such as non-add, non-print, and individual clearing keys for each column.
Class 3 - 1911-1929
Burroughs Calculating Machines
Burroughs Calculating Machines
■ Small, portable - 25 lbs.
■ Square keys added “wings to the fingers”
■ Faster keying
1949
1920s
Elements in the Framework ofSupply Chain Management
BusinessProcesses
Supply ChainManagement
ManagementComponents
Supply ChainStructure
Supply Chain Strategy
ManufacturingTransformation
Strategy
LogisticsStrategy
ProductStrategy
DemandManagement
Strategy
MarketingStrategy
SupplierSupplierPlantsPlants SupplierSupplier
OwnedOwnedWhsesWhses
CompaqCompaqPlantsPlants
OrderOrderFulfillmentFulfillment
CustomerCustomer
EDIEDIReplenishmentReplenishment EDI JITEDI JIT
SignalsSignals BTOBTOSignalsSignals OrdersOrders
THE CUSTOMER PULLS PRODUCT THROUGH THE SUPPLY CHAIN
Supply Chain Strategy
Logistics Strategy
PerformanceMeasurement
Intense Relationships
Customer Understanding
EmergingMarkets
InformationTechnology
Formalization
Flexibility/Agility
Selecting Supply Chains
Company
Customer Customer CustomerCustomer
Supplier Supplier Supplier
•A firm’s supply chain is much more like an uprooted tree than a chain.•Not all supply chains are appropriate for ECR.
Elements of Supply Chain Management
CustomerService
Management
DemandManagement
CustomerRelationshipManagement
OrderFulfillment
Procurement
ManufacturingFlow
Management
ProductDevelopment
andCommercialization
Customer Relationship Management
■ Identifying key customer targets■ Developing and implementing programs
with key customers
Customer Service
■ Single point of contact - one face to the customer
■ Current information about the order■ Production and distribution status■ Product information
Demand Management
■ Synchronize flow of products and materials to customer demand
■ Forecasting■ Reduction of variability
Order Fulfillment
■ Timely and accurate delivery■ Objective to exceed customer
expectations■ May happen in many places throughout
supply chain
Manufacturing Flow Management
■ Making products that customer wants■ Flexible manufacturing
Procurement
■ Managing relationships with strategic suppliers
■ Not just “bid &buy”■ Should not be “order placers”■ Support manufacturing flow
management and new product development
Product Development and Commercialization
■ Integrate customers and suppliers in development process
■ Reduce time to market■ Incorporate supply chain management
considerations into product design
Burroughs Computers“Burroughs built splendid machines attracted a
loyalty that surpassed even IBM’s….”“What made the Burroughs computers so good was
the then-unique idea that the software people, the programmers, needed to participate in designing the computers from the beginning.”
In most firms, engineers came first, programmers second. Burroughs went much further than the other firms in bringing programmers in quickly.”
Source: Joel Shurkin, (1996). Engines of the Mind, pp. 273-274.
Supply Chain Management Components
WorkStructure
Planning &
Control
OrganizationStructure
ProductStructure
ManagementMethods
ProductFlow
FacilityStructure
InformationFlow
FacilityStructure
Power&
LeadershipStructure
Risk&
RewardStructure
Culture&
Attitude
Planning & Control
■ Key to moving organization or supply chain in right direction.
■ Joint planning■ Planning important during all
evolutionary phases■ Control is best performing metrics.
Inventory
Averagecycle
inventory
A. With variable demand
Ss(
afe tytock50)
yAve ra geinve nto r(150)
200
100
8 10 20 30 40Days
AVERAGE INVENTORY INVESTMENT UNDER CONDITIONS OF UNCERTAINTY
Inve ntory
Averagecycle
inventory
B. With variable lead time
Safe tys tock(40)
Averageinve ntory(140)
200
100
10 20 30 40Days
12
AVERAGE INVENTORY INVESTMENT UNDER CONDITIONS OF UNCERTAINTY
AVERAGE INVENTORY INVESTMENT UNDER CONDITIONS OF UNCERTAINTY
Inventory
Averagecycle
inventory
C. With variable demand and lead time
Safetys tock(100)
Averageinventory(200)
200
100
20 30 40Days
12108
FACTORS INFLUENCING SAFETY STOCKS
❏ Forecast error
❏ Exposure to stockout
❏ Lead time
❏ Service level requirement
RELATIONSHIP BETWEEN INVENTORY INVESTMENT AND CUSTOMER SERVICE LEVELS
75 84.1 90.3 94.5 97.799.9 100
675
728
780
850
1025
Se rvice pe rce ntage
Inve
ntor
y in
vest
men
t in
units
Work Structure
■ How does the firm perform tasks and activities?
■ What is the best way to apply tactical resources to get work done?
Organizational Structure
■ Is the organization designed to facilitate or hinder supply chain management ?
■ Cross-functional teams.■ Interorganizational teams.
Product Flow Facility
■ Network structure for sourcing, manufacturing, and distribution across the supply chain.
■ Where should inventory be held?■ Rationalization the supply chain.
Information Flow Facility Structure
■ What information is passed through the supply chain?
■ How is information passed through the supply chain?
■ Frequency of update.■ May be first component integrated
across the supply chain.
Product Structure
■ How is new product introduction coordinated across the supply chain?
■ How does product fit with other other products?
■ Product complexity
Management Methods
■ Corporate philosophy ■ Management techniques■ Do they enhance or hinder supply chain
management?■ Level of management involvement in
tactical supply chain issues.
Power & Leadership Structure
■ Channel captain■ Source of power
Risk and Reward Structure
■ How are risks and rewards shared across supply chain?
■ How are risks and rewards shared through out the organization?
■ What are the risks and rewards?■ What should suppliers and customers
risk?
Culture & Attitude
■ Compatibility of corporate cultures.■ How are employees valued?■ What are values of the firm?
Supply Chain Management as a Strategic Weapon
■ Finance company■ Outsourcing for nearly 100 years
Process Focus versus Traditional Functions
■ Focus of every process is on meeting the customers’ needs.
■ Traditional functional approach does not focus on meeting the customers’ needs.
Customer Perspective
CustomerAcquisition Customer
Profitability
MarketShare
CustomerRetention
CustomerSatisfaction
Balanced Scorecard
CustomerRelationships and
Measures
Vision & Strategy
FinancialObjectives
& Measures
InternalBusiness
Processes
Learning&
Growth
Balanced Scorecard Strategic Framework
Communicating&
Linking
BalancedScorecard
ClarifyingVision & Strategy
StrategicFeedback
and Learning
Planning &Target Setting
Product Development & Commercialization
■ Measuring development cost for new components■ Measuring development time for new components■ Determining component-level specs■ Determining new introduction plans for products■ Sharing component-level specs■ Determining new product introduction performance objectives■ Sharing estimated lifecycles for products■ Determining product-level specs■ Sharing new product introduction performance objectives■ Sharing new introduction plans■ Sharing product-level specs■ Measuring product quality
Virtual Corporations
Brand Owner
Raw Material/AssemblySupplier
HumanResourceServiceSupplier
FinancialServicesSupplier
ManufacturerSupplier
LogisticsServicesSupplier
MarketingServiceSupplier
InformationServiceSupplier
Distributor
50
35
2
30
?
MaterialStocks& WIP
FinishedStocks
Warehouse Wholesaler Retailer
Factory Transit Delivery Local delivery
8
TYPICAL STOCKCALENDAR DAYS
190 DAYS SUPPLY
65
ComponentSuppliers
SalesOrganization
ManufacturingCustomers
TOTAL SUPPLY CHAININVENTORY
Turning Metrics into Money■ What measurements should a supply chain
manager focus on? ■ Which performance measurements best translate
into bottom-line achievement?■ For many managers, the measurements that are
used to determine their performance are not really appropriate.
■ Measurements are often developed for ease of use and not really good gauges of success.
Traditional Measurements
■ Standard costing systems■ Management by variances can be
the enemy of good supply chain management.
Shift…
■ Shift from treating financial (cost) figures as only foundation for performance to one of a broader set of metrics.
■ Long-term success is not just based on profitability. Rather it is based on adherence to principles.
Where are Metrics Taken?
■ Might not be good enough to measure within the firm.
■ Measure entire supply chain.
SupplierSupplier InboundInboundTransportTransport
OutboundOutboundTransportTransport
DistributionDistributionManufacturingManufacturing UltimateUltimateCustomerCustomer
Don’t Measure Easy & Irrelevant■ Don’t just measure
data that is easy to measure.
■ What color was that atomic bomb?
Redefine Tasks“In knowledge and service work, however, the first
questions in increasing productivity - and working smarter - have to be, ‘What is the task? What are we trying to accomplish? Why do it all?’”
“The easiest, but perhaps also the greatest, productivity gains in such work will come from defining the task eliminating what does not need to be done.”
Source: Peter Drucker, The New Productivity Challenge, Harvard Business Review , November-December 1991, p. 4.
It’s Easy to Be Wrong...
…even when the data exists
Partner With the Front Line
■ Partner with people doing the work.■ Front-line employees often know
intuitively when something is wrong.■ Don’t just measure them, work with
them.■ Do workers understand measurement
system? Rules-of-thumb?
Frequency of Measurement■ Frequency of
reported information should follow operations cycle.
■ Flood of data not much better than a drought.
Cost Allocations
■ Don’t allocate to a cost center if that cost center has nothing to do with process.
■ To value inventory, many firms first allocate cost centers, then using cost center burden rate, allocate to products.
Tools
■ Activity-Based Costing■ Economic Value Added■ Heuristics “Rules of Thumb”■ Measurement “task force”
Make Measurements Real
“Too often we enjoy the comfort of opinion without the discomfort of thought,”
Dashboard
Measurement Life Cycle
■ Measurements generally have a discernible life cycle.
■ In the 3PL business, price is clearly more important than it was five years ago.
Whiz-Kid Failure
■ Organized, systematic, measurement of the wrong things can lead to the undoing of many years of good, hard work.
■ “Systems” can be dangerous.
Bucket Brigade
■ Information can move quickly inside the walls.■ Data flow to “information machine” a bucket brigade.■ Web allows move to shared data pipeline.
1858 Rumsey fire wagon. Supplied with water by bucket brigade.
Sir Oracle
“I am Sir Oracle, And when I ope my lips let no dog bark!”
Gratiano, Shakespeare’s “Merchant of Venice.”
Oracle is not a Silver BulletSilver BulletSilver BulletSilver BulletSilver BulletSilver BulletSilver BulletSilver Bullet■ Results from ERP implementations
mixed.■■ TrueTrueTrueTrueTrueTrueTrueTrue information integration is positive.■ Supply chain management personnel
often lose functionality after ERP implementation.
■ Drains resource■ What will you get from Cornerstone?
Planning Systems
■ For aftermarket parts, planning systems critical.
■ Can take you down wrong path.■ System’s weakest link will drive
behavior.
Weak Link
■ Managing information more important than managing inventory.
■ TRT
Enterprise Resource Planning Packages
Pros■ Links planning,
scheduling, and transactions to financials
■ Singular database■ Links with customers/
vendors of similar ERP
Cons• Lacks functional demand
planning & scheduling• Very expensive when
modifications are needed • Implementation can take
years
Packages: Baan, SAP, Oracle, DAI, American Software, JD Edwards, D&B Software, PeopleSoft,MarCam, Ross Systems, Daly & Wolcott
Enterprise Resource Planning Systems
■ Motivation is from top management■ Many logistics managers believe that
they have to give up functionality when moving to an ERP
■ “In-the-box” versus “Out-of-the-box”
“In-the-box” versus “Out-of-the-box”
Inventory Management
General Ledger
Transportation Management
Performance Measurement
Systems
WarehouseMgt Network Design
Planning Models
Production Scheduling
Manufacturing Management
Systems
Order EntryOrder
ProcessingDistribution
Planning
Process Change■ It used to be a firm changed the systems to
match current business processes. Today, many ERP installations have moved firms to change business processes to match the new system.
Systems Goal
■ Goal should be supply chain system -not just corporate system.
■ Like an alcoholic, one step at a time.
Data Manipulation Tools
■ Good supply chain managers do not have to rely on IT to get data analysis completed.
■ Need to be able to use tools such as:– Excel– Access– Planning tools
Accountancy Priesthood■ Measurements
become a “religion”
■ Measurements exist to support business - not vice versa
When the Priests aren’t Satisfied
Measurements will Improve
■ Better technologies■ Measuring the “right”
thing as opposed to the “measurable” thing
■ Measurements have a life cycle
■ Supply chain integration■ Benchmarking
Customer Perspective
CustomerAcquisition Customer
Profitability
MarketShare
CustomerRetention
CustomerSatisfaction
Balanced Scorecard
CustomerRelationships and
Measures
Vision & Strategy
FinancialObjectives
& Measures
InternalBusiness
Processes
Learning&
Growth
Balanced Scorecard Strategic Framework
Communicating&
Linking
BalancedScorecard
ClarifyingVision & Strategy
StrategicFeedback
and Learning
Planning &Target Setting
Supply Chain ClassificationsMargin
High Low
LongLife CycleProducts
ShortLife CycleProducts
Niche Commodity
Fashion
Inventory holdingcosts are stable
Inventory holdingcosts change over product life cycle of product
Rolex Lumber
X-Mas trees,Dresses Bread,
Dresses
What is the Value of Integration?
■ Identify Supply Initiatives
■ Quantify Impact on Profits and/or Capital
■ Quantify Impact on Value
Economic Value Added
Net Operating
Profit After Taxes
Capital Charge-
Economic Profit
•Economic Value is created when a company deploys its capital to create value in excess of capital costs
•Profit > cost of capital
Economic Value Added
■ Change in Economic Profit from year to the next.
■ Economic profit– NOPAT – capital charge
What is EVA?
■ EVA = Return - cost of capital employed■ EVA is the value created by a business over
and above the required rate of return on investors’ (Shareholders) capital.
■ EVA is a business performance measure that gives the total economic view.
■ EVA is a decision making tool.■ EVA links business planning/performance
with required shareholder return.
EVA Best Explains Changes in Stock Market Value
Earnings per share 18%Cash flow 22%Return on Equity 35%EVA 50%
Management of the Capital (Assets) Invested in the Business is as Critical as the Management of the Cost.
■ Capital includes the assets employed in running the business
■ Working Capital includes Cash, Inventory, Receivables, Payables
■ Fixed Assets include Land, Buildings, Equipment, Vehicles
Logistics EVA■ Will generally be negative is considered
independently from revenue generation.– No revenue/no profit– Operating expenses– Major capital investment required in fixed assets and
lease commitments■ Logistics must be part of the business design
that creates EVA within the business unit.– Provide the logistics solution– Minimize costs to maximize profits– Minimize asset investment/Maximize asset
productivity
Logistics Can Be A Major Contributor to EVA Improvement
■ Cost■ Services■ Asset Management
One Firm’s EVA Implementation Plans
■ Measure SCM EVA by business format, channel, and function
■ EVA classes for all salaried and hourly SCM personnel
■ Incorporate EVA measurement into CAPEX decision models
■ Begin utilization of EVA for:– Underutilized property decisions– Private fleet decisions– New DC’s
■ All SCM Field personnel introduced to EVA and learning about their specific EVA drivers
Measurements Have To...
■ Fairly measure both cost and service.■ Look past a manager’s span of control.■ Incorporate business success measures
- not just “strikeouts”
Benchmarking
Flow Substitutions
Inventory
Information
Finance
Source: Professor Hau Lee, Stanford University
Forecast improvements,signaling
Consignment, credit terms, return policy
Pricing, deals, data sales
Perfect Quality is Defined by Whom?
■ When is the order frozen?■ Speed of information versus speed of
manufacturing■ Quality of product includes customer
satisfaction
Formalization■ Group members
clearly understand culture and mission
■ Understand positioning
■ Rules & procedures give freedom
Supply Chain MeasurementsArea Measurement TypeService Fill rate linearCost Logistics cost linearProductivity Asset/Utilization Inventory linearProductivity Asset/Utilization Recycling linearProductivity Asset/Utilization Throughput – number of items sold linearTime Response time linearTime Cash-to-cash linearTime Operating expense cost to convert inventory to
throughputlinear
Productivity Asset/Utilization &Service
ROA with 100% customer satisfaction linear
Service & Time Order aging curve curveService & Time Line fill rate by time curveValue Economic profit linear
What do Customers Want?■ High levels of quality.■ A high degree of flexibility (to adjust to
changes in volume or type of service demanded).
■ High levels of service.■ Low Costs.■ Short response times, including time to
market for new services.■ Little or no variability (deviation from target).from: Richard J. Schonberger & Edward M. Knod, Jr. (1994) SynchroService! Irwin.
Service Defections
■ What is the cost of losing a customer?■ What is the cost of a lost sale?■ What are defectors telling you?■ “Watch the door”■ Do you have a “Zero defections
culture?”
Performance vs. Variety vs. Lower Cost
Performance
Lower Cost
Variety
New Model of Service
■ Value investments in people as much as investments in machines, and sometimes more.
■ Use technology to support efforts of men and women on front lines - and not just to monitor or replace them.
■ Make recruitment and training as crucial for salesclerks and housekeepers as for managers and senior executives.
■ Link compensation to performance for employees at every level, not just for those at the top.
Design for ….■ DFM - Design for Manufacturability ■ DFSCM - Design for Supply Chain
Management■ DFR - Design for Responsiveness■ Design for Postponement■ DFRL - Design for Reverse LogisticsEven■ DFS - Design for Service
Design for Service
■ Put customers first.■ Focus on where and
how customers interact with company.
■ “Value strategy”■ Flattened
organization
■ Expanding IT systems
■ Shifted from Manufacturing to assembly.
■ Concentrate on customers.
■ Selective hiring & liberal training.
Design for Responsiveness Stages
Activity Transactional Interactive InterdependentInfo Sharing Information on
component and productspecs shared
Some sharing of processinformat ion
Extensive sharing ofprocess info at bothstrategic and tacticallevels
Decision Making Design decisions madeindependently
Some collaboration withpartners to influencedesign choices
Supply chain structures,component specification,and detailed designdeveloped by consensusand negotiation betweenpartners
Performancemeasures
Performance measuresby product developmentnot related to supplychain performance
Some use ofperformance measures totrack time-to-availabilityand total lifecycle costs
Extensive use ofperformance measurestied to sharing ofrewards and risks
Technology Separate designdatabases and systems
Some sharing ofanalytical tools andaccounting databases
Extensive use oftechnology to facilitatefast decision-making
Source: Professor Hau Lee, Stanford University
Service Guarantees
■ Commit to “error-free” service.■ Unconditional■ Easy to understand and communicate.■ Meaningful■ Easy to invoke.■ Easy to collect.
Customer Service Dimensions
■ Care and concern - employee friendliness, courtesy, and warmth.
■ Initiative - employees ability and willingness to jockey the system on customer behalf.
■ Problem solving - figuring out solutions to customer problems whether unusal or routine.
■ Recovery - going the extra yard.
Cost of Lost Customer
■ Costs 5 times more to replace a customer than retaining one.
Service Recovery
■ Measure the costs of service recovery.■ Break the silence.■ Anticipate needs for recovery.■ Act fast.■ Train employees.■ Empower the front line.■ Close the loop.■ Brilliant recoveries.
Order Management Cycle
OrderSelection
and Prioritization
OrderGeneration
Order Planning,Sales
forecasting,Capacityplanning
OrderReceipt
andentry
CostEstimation
and Pricing
SchedulingOrder
Fulfillment
Billing
Returnsand Claims
PostSales
Service
Relationships Between Competitors
■ These characterizations can be thought of as a continuum that ranges from conflict as the most competitive mode to collusion where there is a total absence of competition.
conflict
competition
coexistence
cooperation
collusion
Identifying a service strategy
■ What attributes of service are - and will continue to be - most important to our target markets?
■ On which important service attributes is the competition weakest?
■ What are the existing and potential service capabilities of our company?
Defining a service strategy■ What are the company’s integral service competencies? What are
the critical knowledge and skills that define and drive the firm both philosophically and practically?
■ What are the company’s service incompetencies? What are the knowledge and skill weaknesses?
■ What are the company’s resource strengths and weaknesses? Finances, facilities, technologies, human and other resources
■ What is the company’s service reputation? How do customers,noncustomers, and employees view service performance?
■ What is the company’s belief system? What is valued in the organization? What is the company’s core culture?
■ What is the company’s service strategy? What is the “reason forbeing” today?
Service Checklist■ Is our service strategy clear & compelling to all of our
employees?■ Does our service strategy deliver genuine value to customers?■ Does our service strategy emphasize excellent service quality?■ Do we live our service strategy in this company?■ Does our service strategy demand superior achievement?■ Does our service strategy differentiate our company from
competitors?■ Do we reinforce our service strategy with explicit service
standards that guide and energize employees?■ Do we reinforce our service strategy with appropriate symbols?
Push/Pull Boundary
Suppliers Manufacturing Distributor Retailer
Push/Pull Boundary
Postponement is the delay of the point of product differentiation to a point further downstream in the supply chain.
Profitable Customers
■ Up to 70% of a firm’s typical customers are not at all profitable.
■ At a pharmaceutical distributor, only 30% of customers were profitable.– Top 30% generated 261% of the profits– Top 10% generated 151% of the profits– Remaining 70% lost 161% of top 30 profits
Source: Hope & Hope, (1995) Transforming the Bottom Line. Harvard Business School Press
Real Costs of Inventory
■ At other electronics firms, inventory is a serious concern to management because real costs have been growing.
■ Do we know what real costs of inventory are?
Life-Cycle Management
■ Selecting & implementing supply-chain management strategies appropriate to life-cycle stage.
Electronics Product Life Cycle
4
4
2
Development Volume Shipments End of Life
Life Cycle SupportChasm
Inventory Carrying Costs
■ consist of expenses such as:– cost of money, – insurance, – taxes, – shrinkage, – warehousing, and – obsolescence.
Inventory Driven Carrying Costs
Time
100%
50%
0%
ProductIntroductionAnd Volume
Sales
ProductObsolescence
BargainBasementDiscounts
ProductSalvaged
Product Responsibility Curve
Product Life Cycle
Product Responsibility Curve
Birth End of Life
End ofResponsibility
Elements of Industry Structure
■ Industry Competitors
■ Intensity of Rivalry
New Entrants
Suppliers
Substitutes
Buyers
Entry Barriers•Switching Costs•Economies of Scale•Proprietary product differences•Brand Identity•Capital Requirements•Access to Distribution•Absolute Cost Advantages•Government Policy•Expected Retaliation
Rivalry Determinants•Switching Costs•Industry Growth•Fixed Costs/Value Added•Intermittent Overcapacity•Product Differences•Brand Identity•Concentration and Balance•Informational Capacity•Corporate Stakes•Exit Barriers
Determinants of Supplier Power•Switching Costs of Suppliers•Differentiation of Inputs•Presence of Substitute Inputs•Supplier Concentration•Importance of Volume to Supplier•Cost Relative to Total Purchases•Impact of Inputs on Costs
or Differentiation•Threat of Forward Integration
Determinants of Substitution Threat•Switching Costs •Relative PricePerformance of Subs
•Buyer Propensityto Sub
Determinants of Buyer Power•Bargaining Leverage•Switching Costs•Buyer Volume•Buyer Concentration•Buyer Information•Ability to Integrate Backward•Substitute Products•Price Sensitivity
Supply Chain ChallengesIncreasingProduct Variety
InformationDistortion(Bullwhip Effect)
LogisticsComplexities
Geographicalmarketpreferences, localgovt regulations
Increasing demandvariability upstreamin supply chain
Complex globalsupply chains withmultiple sites, flows,borders, modes
Diverse customerpreferences
Beer-game,whiplash effect
Complexities inlabor management,laws, cultures
Short & overlappingproduct life cycles
What you see is notwhat they see
Bullwhip impactworsens with longcycle times
Source: Professor Hau Lee, Stanford University
Symptoms: Curses & ParalysesVariety Proliferation Information
DistortionLogisticsComplexity
Forecastingnightmare
Inventory piling up Long lead times
High mfg cost Service degradation High Logistics costs
High inventories Wasteful resources Excessive overhead
Poor customerservice
Poor capacityplanning
High obsolescence Inefficient scheduling& transportation
High product support& service costs
Misinformed marketvalue
Source: Professor Hau Lee, Stanford University
LEAP (Leading Edge Advanced Procurement)
■ Total cost of ownership■ Facilitate virtualization■ ERS - Evaluated Receipt Settlement -
pay in X days after receipt of goods■ Life cycle management■ Supply chain integration■ Eliminate transaction processing■ Web-based procurement (Ariba, etc.)
Invoice Payment
■ In Europe, shared services center processes 200,000 invoices/year
■ Soon to be 350,000 invoices/year
Types of Organizational Problems
■ Technical - routine or possibly expert methods exist.
■ Adaptive - routine methods do not exist and challenge is to effectively mobilize community to solve the problem.
■ Hybrid - problem requires a combination of technical and adaptive leadership to be “solved”.
Problems
■ Technical problems are solved well through authority.
■ Adaptive problems require a change in behavior.
Solving ProblemsAction Technical or Routine Adaptive
Direction Define problem Identify adaptivechallenge
Protection Shield org from threat Let org balanceexternal pressures
Orientation Clarify roles torespond
Challenge currentroles and resistpressure
Managing Conflict Restore order Expose conflicts
Maintain Norms Maintain norms,social network
Challengeunproductive norms;modify social network
Source: Dr. Corey Billington, Hewlett-Packard
2,000/200,000 Problem
■ At Ford, FCSD buyers looking for 2,000 parts with many special requirements while Assembly plants want 200,000 with less hassle to the supplier.
■ Purchasing job much tougher.■ Must emphasize other issues besides
cost savings.■ Creativity required.
Forecasting
■ Forecasting never works.■ Investigate nonlinear methods
Computer Business Increasingly Complex & Competitive
■ Technology– Rapid Innovation– Differentiated to commodity
product– Short product life cycles– 30% reduction per year in
resale value
■ Product– Multiple channel
structures– Demand distortion– Collapse of the middle
■ Customer– Increasingly
sophisticated– Demanding unique
configurations– Product proliferation
■ Supply Chain– Transition from vertically-
integrated to network structure
– Globalization– Concentration of suppliers
Integration Opportunities■ Compress supply chain structure■ Collaboration planning forecasting &
replenishment■ Joint capacity planning■ Product development is an integration
opportunity
Integration Opportunities
■ Compress Supply Chain– Internal postponement– External postponement– Sales agent– Direct
■ Collaboration, Planning, Forecasting & Replenishment– Collaborative demand planning– Synchronized order fulfillment
& replenishment– Joint capacity planning
■ Product Development is Integration Opportunity– Supply Chain structural analysis– Design for postponement/manage
product variety– Use standard & intergenerational parts &
suppliers
Demand Planning■ Today, distributors build financial plans which drive
category and assortment planning, driven by sales history.
■ Manufacturers build a financial plan based on market demand and / or account projections that drive production planning.
■ These processes all affect the ability to execute at shelf level, yet the business processes and systems are not integrated.
■ The lack of integration creates natural disconnects in the supply chain causing excessive response times, costs and inventory.
Collaborative Planning, Forecasting, & Replenishment
■ Process model – How and where forecast collaboration fits into supply chain processes
■ Front-end agreements – Changes to trading partner agreements to support, define, and measure collaboration.
■ Data Sharing – Definition of the data elements to be shared to support collaboration
■ Common Metrics – Definition of measures to ensure achievement of objectives of collaboration: a) reduce supply chain inventories, and b) increase sales and profits.
■ Rule Sets – Defines how partners will determine which forecasts require collaboration (exception selection)
CPFR Critical Metrics■ Results-oriented
metrics– Out of stock on store
shelf– Inventory turns
consolidated across value chain
– Total value-chain cycle time
– Sales forecast accuracy
– Profitability– Return on assets
■ Process-oriented metrics– Order forecast
accuracy– Order fill rates to each
inventory holding location
– Cycle time for each process activity
– Process cost
Collaborative Planning, Forecasting, & Replenishment
■ Method to improve alignment of supply and demand.
Supply-Demand Mismatch•Short product life cycles•Product shortages•Independent planning & execution decisions
Supply-Demand Alignment•Shared forecasting & demand•Synchronized order fulfillment•Joint capacity planning
■ Supply-Demand alignment can significantly impact bottom-line.
Collaborative Planning, Forecasting, & Replenishment
■ In Stanford University study, collaborative planning is estimated to reduce each segment of the PC industry inventory investment 10 to 25 percent and increase EVA from $135 to $330M.
■ Turns improve 33%
Source: Andersen & Stanford CDDN Study, 1997.
Collaborative Planning■ Forecasting, order fulfillment and capacity planning
are opportunity areas within Collaborative Planning that partners are using to improve supply chain performance.
Forecasting
SynchronizedOrder
Fulfillment
JointCapacityPlanning
Collaborative Planning Stages
Source: Professor Hau Lee, Stanford University
Activity Transactional Interactive InterdependentInfo Sharing Minimal info shared for
demand forecastingSome sharing of demandinfo (e.g., historicalsales, forecastassumptions)
Extensive sharing ofdemand and promotionalinfo
Decision Making Demand forecastdeveloped independentof partners
Some collaboration withpartners to influencedemand forecast
Demand forecastdeveloped by consensusand negotiation amongpartners
Performancemeasures
No performancemeasures used
Some use ofperformance measures totrack forecast accuracy
Extensive use ofperformance measureslinked to shared risksand rewards amongpartners
Technology Limited use oftechnology
Some use of EDI toshare/transmit demandinfo
Extensive use oftechnology includingEDI, web, demandplanning tools
Collaborative Planning, Forecasting, & Replenishment
■ Improves alignment of supply & demand■ Moves firm from transactional to
interdependent activities■ Positive bottom-line impact■ Large value creation resulting from
synchronization and fewer assets
Integration Issues
■ Some passive interfaces, but very little true integration.
■ Where there are points of integration, these points often allow no reaction time to correct divergent paths to the extent of satisfying consumer demand.
Integrate Business Processes■ Jointly managed business processes must be defined.
– Leverage the competencies, systems and resources of each tradingpartner
– Facilitate collaboration on planning , forecasting, and replenishment
■ Standards for the sharing of information (data formats) must be defined to facilitate the collaboration process.
■ Methods of integrating results of collaboration into operational systems of both the distributors and suppliers must be developed.
■ Key performance measures for joint, co-managed supply chain activities must be defined and agreed upon.
Supply Chain Operations
■ Traditional aggregate forecasting & replenishment
■ Vendor-Managed Inventory (VMI)■ Jointly-Managed Inventory (JMI)
Aggregate Forecasting & Replenishment
■ Data aggregated to product family or brand level, by week or month, by region
■ Data inaccuracy hidden by aggregation process
■ Conventional DRP or push-based planning
Inventory Management MethodsBusPlan
AggregateForecasting
Vendor ManagedInventory
Jointly ManagedInventory
AssembleData
Syndicated data &historical sales
POS, whsewithdrawl data,,syndicated data
POS data byproduct, store &week
SalesForecst
SF at high level ofdetail
Product,Cus DC, byweek
Store level by weekby product
Orderforecast
Focus on mfgsupport within firm
Focus on retailerDC by invenotry &cost targets
Time-phasedreplenishment ofstores & all DC’s
OrderGen
Retailer assumes100% fulfillment
Pull from storereplenishment orconsumer dmd
Either party basedon store level salesthat are timephased
OrderFulfillment
Available atsupplier DC
Priority to VMIcustomer fromsupplier DC’s
From DC or mfgdepnding onintegration plan
Source: CPFR Draft, 1/98
Compressed Supply Chain■ May change which firm or organization within the
firm own sales and customer relationships■ May change which firm or organization within the
firm own order fulfillment and final configuration■ Reduces inventory investment■ Increases value by providing a clearer signal of
customer demand■ Greater flexibility through delayed product
differentiation■ Utilizes postponement
Internal Postponement■ Internal postponement reduces inventory investment by
delaying product differentiation and final configuration from traditional manufacturing site to internal distribution centers
■ Delays customization of finished goods and installation of the most expensive and fastest-depreciating components
■ Delayed customization allows supply chain to accommodate more demand variability with less inventory
■ Raw increases & FGI decreases resulting in overall reduction in inventory
Design Principles
■ Process Design Principles – Keep the view of entire supply chain in mind...extend to the
process’ customer’s customer; supplier’s supplier...
■ Question everything.– Why is this process done at all?– Why is it done here?– Why is it done by that person?– Why is it done in this sequence?– Adding value or adding cost?– Is the customer willing to pay for it?
Product Development
■ Opportunity to integrate supply chain■ Improves procurement■ Firms that design products with supply
chain performance issues in mind can improve time to availability
Order Fulfillment StagesActivity Transactional Interactive InterdependentInfo Sharing Limited to basic order
infoSome sharing ofinventory availabilityand shipment info
Extensive sharing ofinventory, shipment andsell-through info
Decision Making Independent orderdecisions – “PhantomDemand”
Some negotiation oforder decisions amongpartners
Synchronized orderingdecisions driven byshared replenishmentpolicies, channelinventory data and POSdata (VMI/JMI)
Performancemeasures
Limited performancemeasures
Some sharedperformance measureslike lead times, on-timedelivery, and inventoryavailability
Extensive use ofperformance measurestied to shared risks andrewards
Technology Limited use oftechnology
Some use of technologyto track orders andmaterial flow
Extensive use oftechnology to allow real-time tracking or ordersand material andautomatic replenishment
Source: Professor Hau Lee, Stanford University
Capacity Planning StagesActivity Transactional Interactive InterdependentInfo Sharing Limited capacity info Some sharing of
capacity info formaterials,manufacturing, andlogistics resources
Extensive sharing ofcapacity info includingability to flex up ordown
Decision Making Independent of partnersand reactive short-termcommitments
Some shared decision-making about materialcontracts, manufacturingand logistics resources;may include outsourcing
Extensive use of sharedcapacity decisionscharacterized by flexiblecontracts, outsourcing,and contingencyplanning
Performancemeasures
Limited to internalpartners
Some measures relatedto reliability and quality
Extensive use ofperformance measurestied to sharing ofrewards and risks
Technology Limited to internalpartners
Some use of technologyto share info like EDI
Use of transaction anddecision support systemsthat provide support forcapacity planning
Source: Professor Hau Lee, Stanford University
Ten Dimensions of Service Quality
Tangibles: Appearance of physical facilities, equipment, personnel, and communication materials.
Reliability: Ability to perform the promised service dependably and accurately.Responsiveness: Willingness to help customers and provide prompt serviceCompetence: Possession of the required skills and knowledge to perform the
service.Courtesy: Politeness, respect, consideration, and friendliness of contact
personnel.Credibility: Trustworthiness, believability, honesty of the service provider.Security: Freedom from danger, risk, or conflict.Access: Approachability and ease of contact.Communication: Keeping customers informed in language they can understand
and also listening to them.Understanding the Customer: Making the effort to know customers and their
needs.From: Zeithaml, Parasuraman, and Berry. (1990). Delivering Quality Service. New York: The Free Press
Predictions - 1994
■ Information technology critical■ Look for niches■ Convergence■ Outsourcing will increase■ Focus Speed - Time-Based Competition■ Prerequisite Service Quality■ Global Challenge
How has the Business changed since 1994?
■ More sophisticated■ Systems much bigger issue■ Getting into businesses that would not have 5
years ago■ International demands■ Customers want more better, faster, cheaper■ Customers say they want to be more
integrated■ Value-added services growing
New Value-Added Services
■ Offerings that used to be value-added services are now considered to be a normal part of everyday business.
■ New value-added services such asinventory financing
Add Services that Enhance CoreBusinesses and Increase Capabilities
● Understand Mission - Articulate Service Philosophy
● Set Multiple and Measurable Objectives● Assist Customer in Understanding
Possibilities● Concentrate on Winners● Benchmark
Long-Term Competitive Edge■ With rare exception, products cannot be the
source of long-term competitive edge.■ Superior products can usually provide only a
temporary advantage■ Service-based strategies are more permanent
Market Share vs. Customer Share
" Often price-based" Rarely establishes loyalty" Easy to defect
TOTAL
9%
13%
28%
50%
☺ Built on relationship with customers
☺ Allows a more tailored solution
☺ Increases switching costs
Understand Profits
● Know how profitable each customer is
● Know how profitable all your services are
Differentiate Customers, Not Just Services
● Make sure all levels of firm “know” your customers.
● Determine which customers are more valuable than others.
● Make sure you know the value of retaining each customer.
Share of Customer
● Identify potential customers– Basic services– Value added services
● Link customers’ identities to their transactions with you
● Learn about your customers’ businesses with competitors
● Collaborate with customers
Partnerships
■ Some firms believe that they are involved in real partnerships.
■ To customers, partnershipping does not imply equality.
■ Honest disclosure of costs■ Co-manage productivity■ Profit sharing■ Incentives
Satisfying Customers■ Different customers buy different kinds of
value. You can’t hope to be the best in all dimensions, so you choose your customers and narrow your value focus.
■ Customers are no longer “one size fits all.” ■ Customers define customer service■ Many firms have difficulty communicating with
their customers. Customers have a tendency to forget about extra services and assume that those duties are part of normal service levels.
Satisfying Customers■ Customers select third party logistics firms based on
customer service, knowledge, management strength, systems, location and price. While most customers stress issues other than price, reasonable cost is always expected.
■ As value standards rise, so do customer expectations. You can stay ahead only by moving ahead.
■ Producing an unmatched level of a particular kind of value requires a superior operating model - a “machine”- dedicated to just that kind of value.
Third Party Value Chain Logistics Solutions
■ Third Party's value chain solutions fall into three major categories – logistics programs,– facility-based services and – transportation management and operation
■ all supported by flexible information systems that provide functionality and allow integration across functions and companies.
1994 Selection FactorsFactor Mean Std DevService quality 6.44 0.98Reliability 6.41 0.97On time performance 6.32 0.98Good communication 6.02 1.16Customer support 5.93 1.18Speed of service 5.90 1.04Flexibility 5.87 1.17Management quality 5.83 1.14Willingness to customize service 5.67 1.17Order cycle time 5.66 1.31Price 5.65 1.20Easy to work with 5.54 1.25Location 5.52 1.30Cost reduction 5.43 1.34Vendor reputation 5.40 1.28Special expertise 5.33 1.33Systems capabilities 5.09 1.36Personal relationships 5.02 1.47Technical competence 4.96 1.43Variety of available services 4.81 1.40Early notification of disruptions 4.58 1.77Decreased labor problems 4.56 1.64Decreased asset commitment 4.55 1.49Increased competition 4.36 1.51Global capabilities 3.00 1.75
1999 Selection FactorsScale of 1 to 7
Factor MeanService quality 6.36Reliability 6.29On time performance 6.20Price 5.98Flexibility 5.81Cost reduction 5.80Management quality 5.78Speed of service 5.73Order cycle time 5.68Good communication 5.67Customer support 5.62Location 5.61Customize service 5.53
Factor MeanSpecial expertise 5.37Vendor reputation 5.34Easy to work with 5.33Systems capabilities 5.30Technical competence 5.15Personal relationships 4.92Variety of services 4.86Early notification disruptions4.64Decreased assets 4.61Decreased labor problems 4.58Increased competition 4.32Global capabilities 3.08
International demands■ 3rd parties have to
prepare to serve international markets.
■ Many customers want to move to fewer providers
Flexibility
■ 3rd parties cannot easily define themselves much anymore. They have to be flexible, quick, and nimble.
Special Qualities of Services
$ Intangilibility
$ Inseparability
$ Heterogeneity
$ Perishability
Intangibility of Services
● Cannot be stored● Cannot be protected
through patents● Cannot be readily
displayed or communicated
● Prices are difficult to set
● Stress tangible cues.● Use personal sources
more than non-personal sources.
● Simulate or stimulate word-of-mouth communications.
● Create strong organizational image.
● Use cost accounting to help set prices.
● Engage in postpurchasecommunications.
Marketing Problems Marketing Strategies
From: Zeithaml, Parasuraman, Berry. Problems and Strategies in Services Marketing. Journal of Marketing, (Spring 1985)
Inseparability of Services
● Customer involved in production.
● Other customers involved in production.
● Centralized mass production of services difficult.
● Emphasize selection and training of public contact.
● Manage customers.● Use multisite locations
Marketing Problems Marketing Strategies
From: Zeithaml, Parasuraman, Berry. Problems and Strategies in Services Marketing. Journal of Marketing, (Spring 1985)
Heterogeneity of Services
● Standardization and quality control difficult to achieve.
● Industrialize service (standardizing certain common services).
● Customize service.
Marketing Problems Marketing Strategies
From: Zeithaml, Parasuraman, Berry. Problems and Strategies in Services Marketing. Journal of Marketing, (Spring 1985)
Perishability of Services
● Services cannot be inventoried.
● Use strategies to cope with fluctuating demand.
● Make simultaneous adjustments in demand capacity to achieve closer match between the two.
Marketing Problems Marketing Strategies
From: Zeithaml, Parasuraman, Berry. Problems and Strategies in Services Marketing. Journal of Marketing, (Spring 1985)
Relationships Between Competitors
■ These characterizations can be thought of as a continuum that ranges from conflict as the most competitive mode to collusion where there is a total absence of competition.
conflict
competition
coexistence
cooperation
collusion
Service Mapping
■ Visualize the interaction of the customer and the service system from the point of view of the customer.
■ Insure that all aspects of the service system add value to the customer’s experience of the service which the company intends to deliver.
■ Identify the points at which the service system might break down, or otherwise fail to produce the intended value for customers.
Service Map FormatActivities which can be directly
perceived by customers, including customer interaction
Activities which are invisible to customers
Line of visibility
Service Process Fail Points
■ Process does not add value to customers. ■ Customer involvement does not support
service concept.■ Inadequate integration between customer
involvement and the service system.■ Operations infrastructure is poorly defined.
Does Not Add Value
■ No clear vision of level of service■ Vision not accepted totally within the
organization■ Not every activity designed with
objective of service speed in mind
Customer Involvement Does Not Support Service Concept
■ Interaction with customer is “cluttered”■ Too many steps for customer■ Too complex
Inadequate Integration Between Customer Involvement and the Service System
■ Poor communication linkages between first line customer service providers and the rest of the organization.
■ Potential customer needs not anticipated and integrated into the service system
Operations Infrastructure Is Poorly Defined
■ Systems and procedures overly complicated.
■ System designed according to criteria which have little to do with meeting customer needs.
Service-Profit Chain Audit
■ How do we define loyal customers?■ Do measurements of customer profitability include
profits from referrals?■ What proportion of business development
expenditures are directed to the retention of existing customers?
■ Why do our customers defect?■ Are customer satisfaction data gathered in an
objective, consistent, and periodic fashion?■ Where are the listening posts for obtaining customer
feedback in your organization?
Service-Profit Chain Audit
■ How is information concerning customer satisfaction used to solve customer problems?
■ How do you measure service value?■ How is information concerning customers’
perceptions of value shared with those responsible for designing a product or service?
■ To what extent are measures taken of differences between customers’ perceptions of quality delivered and their expectations before delivery?
Service-Profit Chain Audit
■ Do the organization’s efforts to improve external service quality emphasize effective recovery from service errors in addition to providing a service right the first time?
■ How do you create employee loyalty?■ Have we made an effort to determine the right level
of employee retention?■ Is employee satisfaction linked to customer
satisfaction with enough frequency to establish trends for management use?
Service-Profit Chain Audit
■ To what extent are measures of customer satisfaction, customer loyalty, or the quality and quantity of service output used in recognizing and rewarding employees?
■ Do employees know who their customers are?
Leadership Audit■ To what extent is the firm’s leadership”
– energetic, creative vs. stately conservative?– participatory, caring vs. removed, elitist?– listening, coaching, and teaching vs. supervising and
managing?– motivated by mission vs. motivated by fear?– leading by means of personally demonstrated values vs.
institutionalized policies?■ How much time is spent by the organization’s leadership
personally developing and maintaining a corporate culture centered around service to customers and fellow employees?
Service Laws
■ First Law of ServiceSatisfaction = Perception - Expectations
■ Second law of ServiceIt’s Hard to Play Catch-Up Ball
Waiting
“Waiting is frustrating, demoralizing, agonizing, time consuming, and incredibly expensive.” Federal Express Commercial
Principles of Waiting■ Unoccupied time feels longer than occupied
time.■ Pre-process waits feel longer than in-
process waits.■ Anxiety makes waits seem longer.■ Uncertain waits are longer than known,
finite waits.■ Unexplained waits are longer than
explained Fwaits.■ Unfair waits are longer than equitable waits.■ The more valuable the service, the longer I
will wait.■ Solo waiting feels longer than group
waiting.
Service Defections
■ What is the cost of losing a customer?■ What is the cost of a lost sale?■ What are defectors telling you?■ “Watch the door”■ Do you have a “Zero defections
culture?”
Loyalty
■ Loyalty integral to to firm’s basic business strategy.■ Economic benefits.■ Select the “right” customers.■ Demand management■ Who can you deliver “superior value” to?■ Customers build trust with employees - not
executives
Loyalty Measures
■ Understand cause-and-effect relationships between loyalty and profits.
■ Retention rate■ Share of purchases■ Repeat purchases■ Referrals■ Customer acquisition costs■ Customer service employee retention
New Model of Service
■ Value investments in people as much as investments in machines, and sometimes more.
■ Use technology to support efforts of men and women on front lines - and not just to monitor or replace them.
■ Make recruitment and training as crucial for salesclerks and housekeepers as for managers and senior executives.
■ Link compensation to performance for employees at every level, not just for those at the top.
Identifying a service strategy
■ What attributes of service are - and will continue to be - most important to our target markets?
■ On which important service attributes is the competition weakest?
■ What are the existing and potential service capabilities of our company?
Defining a service strategy■ What are the company’s integral service competencies? What are
the critical knowledge and skills that define and drive the firm both philosophically and practically?
■ What are the company’s service incompetencies? What are the knowledge and skill weaknesses?
■ What are the company’s resource strengths and weaknesses? Finances, facilities, technologies, human and other resources
■ What is the company’s service reputation? How do customers,noncustomers, and employees view service performance?
■ What is the company’s belief system? What is valued in the organization? What is the company’s core culture?
■ What is the company’s service strategy? What is the “reason forbeing” today?
Service Checklist■ Is our service strategy clear & compelling to all of our
employees?■ Does our service strategy deliver genuine value to customers?■ Does our service strategy emphasize excellent service quality?■ Do we live our service strategy in this company?■ Does our service strategy demand superior achievement?■ Does our service strategy differentiate our company from
competitors?■ Do we reinforce our service strategy with explicit service
standards that guide and energize employees?■ Do we reinforce our service strategy with appropriate symbols?
Principles of Great Service
■ Reliability■ Tangibles■ Responsiveness■ Assurance■ Empathy
Add Services that Enhance Core Businesses and Increase Capabilities
● Understand Mission - Articulate Service Philosophy
● Set Multiple and Measurable Objectives● Assist Customer in Understanding
Possibilities● Concentrate on Winners● Benchmark
5Company ConfidentialCompany Confidential
Vantage PointsVantage Points
Complete Customer
OrderFulfillment
Complete Complete CustomerCustomer
OrderOrderFulfillmentFulfillment
Finance View
Finance Finance ViewView
OperationsView
OperationsOperationsViewView
PartnerView
PartnerPartnerViewView
CustomerView
CustomerCustomerViewView
CompetitionCompetitionViewView
Dell Computer■ 14 days of inventory throughout the system. For
monitors, they are moving from 18 days of inventory in 1996 to five days of inventory.
■ Dell does not pay anyone for 45 days but they demand instant payment from customers.
■ Dell managed to save 25% of transportation costs after moving to UPS monitor ship program.
■ Dell has a single focus on keeping inventories lean. Everyone is focused on the same indices which measure how lean they run their inventories.
■ Dell’s build cycle is two days on most systems■ Selling $4,000,000 via the internet
5
The Collapse of the Middle
Value Migration
Value
Value
In the age of manufacturing, the traditional sales force was the dominant go-to-market mechanism.
In the age of distribution, value has shifted to low-cost distribution and high-end solutions.
The Age of Manufacturing :The Age of Manufacturing :
The Age of Distribution :The Age of Distribution :
Low-costDistribution
TraditionalSales Force
High-EndSolutions
Low-costDistribution
TraditionalSales Force
High-EndSolutions
■ Generally, don’t get it right first time.
■ Able to shift resources quickly.■ Manage to revenue/employee.
NIKE■ 60-90 day product life cycles.■ 9-13 month product development
cycles.■ Customer Management - Sell “one less”
than market wants■ Completely outsourced (almost)■ Niketown■ Nike outlet stores
COMPETITION■ Who do you perceive as competition?■ Who is eroding your market share?■ What customer needs are being
addressed by these other players in your space?
■ Do they have any “customer facing” app’s?
■ How easily can they change their value add? How easily can your company?
Branding Services
■ Develop service brands■ Sunkist & Kodak Colorwatch System
Pricing
■ Understand value of services.■ Market-based pricing vs. cost-based
pricing vs. activity-based pricing■ What value are you adding to
customer? What should they pay for? What is the competition doing?
Standardize Services
■ For operational ease and effectiveness, standardize services as much as possible.
■ Goes against Unisys way.■ May be naïve.■ Make sure all personnel understand
how services are manufactured and delivered.
Preserve the Core/Stimulate Progress
Preservethe core
StimulateProgress
STRATEGIC PROFIT MODEL
TIMES
RETURN ONNET WORTH
FINANCIALLEVERAGE
RETURN ONASSETS
NET PROFITMARGIN
NET PROFIT
NET SALES
NET SALES
TOTALEXPENSES
GROSSMARGIN
NET SALES
COST OFGOODS SOLD
ASSETTURNOVER
INVENTORY
TOTALASSETS
CURRENTASSETS
FIXED ASSETS
OTHER CURRENTASSETS
ACCOUNTSRECEIVABLE
(The DuPont Model)
net profitnet worth( )
net profitnet sales( )
total assetsnet worth
net salestotal assets( )
( )
= X %
%
$
$
$
$
$
$
$
$
$
$
$
$
$
/–
–
/
+
+
+
SALES
Selected Financial Data for Manufacturers, Wholesalers, and Retailers for 1997 ($ Millions)
Companies
ManufacturersAbbott Laboratories 11,883 2,094 18% 12,061 1,280 11%Borden 1,488 221 15% 2,206 302 14%Clorox 2,741 298 11% 3,030 212 7%Dresser Industries 7,458 318 4% 5,099 972 19%Ford Motor 153,627 6,920 5% 279,097 5,468 2%General Electric 90,840 8,203 9% 304,012 5,895 2%General Mills 6,033 422 7% 3,861 389 10%Goodyear Tire & Rubber 13,065 559 4% 9,917 1,835 19%Harris Corp. 3,939 133 3% 3,784 604 16%Honeywell 8,028 471 6% 6,411 1,028 16%NCR 6,598 7 0.11% 5,293 489 9%Newell 3,234 290 9% 3,944 625 16%Pfizer 12,188 2,213 18% 15,336 1,773 12%Sara Lee 20,011 (523) -3% 10,989 2,882 26%Xerox 18,166 1,452 8% 27,732 2,792 10%Wholesalers and RetailersBaxter International 6,138 300 5% 8,707 1,208 14%Bergen Brunswig 11,661 82 1% 2,707 1,309 48%Dayton Hudson 27,757 751 3% 14,191 3,251 23%Fleming Companies 15,372 25 0.16% 3,924 1,019 26%Kmart 32,183 249 1% 13,558 6,367 47%Nordstrom 4,852 186 4% 2,865 826 29%Sears, Roebuck 41,296 1,188 3% 38,700 5,044 13%Super Value Stores 17,201 231 1% 4,093 1,116 27%Wal-Mart Stores 117,958 3,526 3% 45,384 16,497 36%Winn-Dixie 13,219 204 2% 2,921 1,249 43%
Sales Net ProfitsNet Profits as a
Percent of SalesInventories as a
Percent of Assets Inventory
InvestmentTotal
Assets
INVENTORYCARRYING
COSTS
CapitalCosts Inventory Investment
Insurance
Taxes
Plant Warehouses
Public Warehouses
Rented Warehouses
Company OwnedWarehouses
Obsolescence
Damage
Pilferage
Relocation Costs
InventoryServiceCosts
StorageSpace Costs
InventoryRisk Costs
NORMATIVE MODEL OF INVENTORY CARRYING COST METHODOLOGY
SUMMARY OF DATA COLLECTION PROCEDURE
StepNo Cost Category Source Explanation Amount (Current Study)1. Cost of Money Comptroller This represents the cost of having money invested
in inventory and the return should be comparable toother investment opportunities.
30% pretax
2. Averagemonthlyinventory valuedat variable costsdelivered to thedistributioncenter
1. Standard cost data -- comptroller'sdepartment
2. Freight rates and product specs are from distribution reports
3. Average monthly inventory in casesfrom printout received from salesforecasting
Only want variable costs since fixed costs go onregardless of the amount of product manufacturedand stored -- follow steps outlined in body of report.
$7,800,000 valued at variable costdelivered to the D.C. (Variablemanufactured cost equaled 70% offull manufactured cost. Variablecost FOB the DC averaged 78% offull manufactured cost)
3. Taxes The comptroller's department Personal property taxes paid on inventory $90,948 which equals 1.1667%4. Insurance The comptroller's department Insurance rate/$100 of inventory (at variable costs) $4,524 which equals 0.058%5. Recurring
storage (publicwarehouse)
Distribution operations This represents the portion of warehousing coststhat are related to the volume of inventory stored.
$226,654 annually which equals2.893%
6. Variable storage(plantwarehouses)
Transportation services Only those costs that are variable with the amountof inventory stored should be included.
Nil
7. Obsolescence Distribution department reports Cost of holding product inventory beyond its usefullife
0.800% of inventory
8. Shrinkage Distribution department reports Requires managerial judgment to determine theportion attributable to inventory storage. $100,308 which equals 1.286%
9. Damage Distribution department reports Requires managerial judgment to determine theportion attributable to inventory storage.
10. Relocation costs Not available Only relocation costs incurred to avoidobsolescence should be included.
Not available
11. Total carryingcosts
Calculate the numbers generated in steps3, 4, 5, 6, 8, 9 and 10 as a percentage ofaverage inventory valued at variable costdelivered to the distribution center and addthem to the cost of money (step 1).
36.203%
ABC COMPANYA) Calculate the inventory carrying cost percentage for the ABC Company given the
following information:
– finished goods inventory is $28 million valued at full manufactured cost;– based on the inventory plan, the weighted average variable manufactured cost per case is 65
percent of the full manufactured cost;– the variable transportation cost incurred to move the inventory from plants to warehouse
locations close to customers was $1,500,000;– the variable cost of moving the inventory into these warehouse locations was calculated to be
$300,000;– the company was currently experiencing capital rationing and new investments were required
to earn 15 percent after taxes;– personal property taxes paid on inventory were approximately $200,000;– insurance coverage to protect against loss of inventory was $100,000;– storage charges at public warehouses totalled $500,000;– variable storage in plant warehouses was considered to be negligible;– obsolescence was $100,000;– shrinkage was $100,000;– damage related to inventory storage was $50,000;– transportation costs associated with the relocation of field inventory to avoid obsolescence
was $50,000; and,– the marginal tax rate is 40%.
B) Would it be a good decision to spend $720,000 per year in increased production set-up costs and premium transportation costs in order to achieve an inventory reduction of 10%?
123456789
101112131415
$750,000375,000250,000187,500150,000125,000107,14393,75083,33375,00068,18262,50057,69253,57150,000
$300,000150,000100,000
75,00060,00050,00042,85737,50033,33330,00027,27325,00023,07721,42820,000
-$150,000
50,00025,00015,00010,0007,1435,3574,1673,3332,7272,2731,9231,6491,428
InventoryTurns
AverageInventory
Carrying Costat 40 Percent
Carrying CostSavings
THE IMPACT OF INVENTORY TURNS ON INVENTORY CARRYING COSTS
$300,000
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
$250,000
$200,000
$175,000
$150,000
$125,000
$100,000
$75,000
$50,000
$37,500$25,000
0
Inventory Turns
Inventory carrying costs
$225,000
$275,000
RELATIONSHIP BETWEEN INVENTORY TURNS AND INVENTORY CARRYING COSTS
ANNUAL INVENTORY CARRYING COSTS COMPARED TO INVENTORY TURNS
Holding Costs(per unit)
Inventory Turnovers
$30.00
15.00
12.50
10.00
7.506.005.003.752.50
0
1 2 3 4 5 6 7 8 9 10 11 12
Variable Manufacturing CostCarrying Cost %Annual Cost to Carry in InventoryMonthly Cost (1/12)
$10030%$30
$2.50
COST TRADEOFFS REQUIRED INMARKETING AND LOGISTICS
Product
Price
Marketing Objective:
Logistics Objective:
Allocate resources to the marketing mix in such a manner as to maximize the long-term profitability of the firm.
Minimize Total Costs given the customer service objective where total costs = Transportation Costs +Warehousing Costs + Order Processing and Information Costs + Lot Quantity Costs +Inventory Carrying Costs
Promotion
PlaceCustomer Service
Levels
InventoryCarrying Costs
TransportationCosts
WarehousingCosts
Order Processingand information
Costs
Lot QuantityCosts
Logi
stic
sM
arke
ting
COST TRADEOFFS REQUIRED INMARKETING AND LOGISTICS
Product
Price
Marketing Objective:
Logistics Objective:
Allocate resources to the marketing mix in such a manner as to maximize the long-term profitability of the firm.
Minimize Total Costs given the customer service objective where total costs = Transportation Costs +Warehousing Costs + Order Processing and Information Costs + Lot Quantity Costs +Inventory Carrying Costs
Promotion
PlaceCustomer Service
Levels
InventoryCarrying Costs
TransportationCosts
WarehousingCosts
Order Processingand information
Costs
Lot QuantityCosts
Logi
stic
sM
arke
ting
TRADITIONAL SUPPLY CHAIN FLOWS
Demand flow
Product flow
Supplier RetailerDistributorManufacturer
ECR, Masters