Bas van Bree Programma Manager
Bas van Bree
Programma Manager
TOPSECTOR LOGISTIEK
Water
Tuinbouw
LogistiekChemie
High
Tech
Life
Science
& Health
Agri-
Food
Energie
Creatieve
industrie
Geografische ligging
Vooraanstaande main ports
Goede achterland verbindingen
Logistiek dienstverleners
Wetgeving en douane
Hoog kennisniveau:
8 universiteiten
> 45 professoren (gespecialiseerd in
logistiek en SC management).
11 hogescholen
> 150 docenten (gespecialiseerd in
logistieke en SC management).
TOPSECTOR LOGISTIEK (2)
Nederland is logistiek
TOPSECTOR LOGISTIEK (3)
Zes thema’s / roadmaps:
1. Cross-Chain Control Centers (4C)
2. Supply Chain Finance (SCF)
3. Servicelogistiek
4. Synchromodaliteit
5. Douane en Compliance
6. Neutraal Logistiek Informatie Platform (NLIP)
DINALOG
Programma’s:
‘R&D’: Onderzoeksprojecten
‘EXPERIENCE’: Demonstratieprojecten
‘ACADEMY’: Human Capital, kennisdisseminatie
en -valorisatie
‘LAB’: Open innovatie, MKB-
ondersteuning, Incubator
Netwerk design voor internet
order fulfillment centers (IOFC)
Coördinatie van IOFCs via
Control Towers
Snelle bezorging van
producten op een tijdstip dat
de consument thuis is
Instant order delivery brengt bezorgtijd terug van 24 naar 3 uur
Samenvoeging van pakketstromen van verschillende webshops
naar indivuele consumenten
Real-time check voor bezorgopties tijdens het bestelproces
Product retouren; hogere
opbrengsten, sterkere
klantenbinding, duurzamer
imago, betere productkennis
Control Tower voor verticale
en horizontale coördinatie van
retourketens
Product Routing Algoritme
(PRA) voor dynamische
routing van retouren
Zoeken naar toegevoegde waarde
12Return als Control Tower voor retourstromen en software klaar
voor wereldwijde uitrol Verminderde retourbewegingen, lagere congestive en CO₂ uitstoot
E-FULFILMENT UITDAGINGEN VOOR NEDERLAND
Toetreding niet EU-
webwinkelbedrijven
Douane; cross border
e-fulfilment
Standaardisatie van
informatie in de keten
Efficiëntere last-mile
levering
Retourlogistiek
Voorraadbeheersing
voor webshops
Horizontale
samenwerking
IT solutions and Big
Data processing
CONSUMER PREFERENCES
AND E-FULFILMENT
Prof.dr.ir. Sander de Leeuw
Thanks to Nando van Essen (E-sharp) for input
1/21/15
Agenda
• Background
• Results
• Conclusions
1/21/15
CATeLOG: Competitive Advantage through
E-commerce Logistics
1/21/15
Logistics
ICT
Marketing
1. Integral approach 2. Empirical research 3. Industry backing
WP 1: Customer Service StrategiesWP2: Cross-channel Assortment Planning
WP3: Order-to-delivery Coordination Architecture
Valorization & knowledge dissemination
Use of empirical research methods, including surveys,
transaction data analysis and architecture
development
Research on consumer preferences
• Lots of research typically asks simple questions
– “do you like ABC?”
• …though many options are trade-offs:
– “ABC is good for situation 123 but in other situations I prefer CDE”
• In the CATeLOG project we therefore developed a consumer survey that focuses on how consumers make these trade-offs
1/21/15
Key findings
• Stock-out: Consumers go to competitors
• 80% of respondents think cut-off times to 21:00 hours is sufficient
• Home delivery instead of third-party delivery lockers is preferred in the Dutch market
• Delivery charge is the most important factor influencing customer choice of delivery options
1/21/15
3%
4%
7%
9%
13%
63%
Buy an alternative/substitute product on that site
Go to a competitor’s physical store to find the same/similar product
Go to the retailer’s physical store to see if the product is in stock there
Sign up for an alert to be notified when the product is back in stock
Check back later to see if the product is in stock
Go to a competitor’s website for the same/similar product
What do you do when an item is not in
stock?
Out of stock:Loyalty at the checkout
– consumers do not want to wait!
1/21/15
0 5 10 15 20 25 30 35
More than 50% of the time, there was no one at home to take the package
Between 30-50% of the time, there was no one at home to take the package
About 30% of the time, there was no one at home to take the package
About 20% of the time, there was no one at home to take the package
About 10% of the time, there was no one at home to take the package
Delivery is always successful because there was always someone at home on delivery
How often did you experience
successful deliveries in 2014
Based on this we estimate that the overall delivery success rate experienced by consumers is in the area of 85%
% of all answers
1/21/15
Order cutoff times – Netherlands
0%
5%
10%
15%
20%
25%
30%
35%
40%
12 uur 14 uur 16 uur 18 uur 20 uur 21 uur 22 uur 22:30 uur
2010 2011 2012 2013 2014
Source: globalwebshoplogistics.com
1/21/15
Desired order cut-off times
3%
3%
8%
19%
27%
18%
15%
2%
4%
12:00
14:00
16:00
18:00
20:00
21:00
22:00
22:30
23:59
Cut-off time:Mostly around 20:00
hours; few after 22:00 hours
1/21/15
Delivery to my home address in a …
Delivery to a third party parcel …
Delivery to my workplace (6)
Pick up at a store (5)
Delivery to an address of a friend or …
Delivery to collection points (3)
Neighbor delivery (2)
Home delivery (1)
55%
50%
52%
36%
30%
21%
11%
1%
32%
40%
31%
49%
46%
50%
29%
8%
13%
10%
17%
15%
25%
29%
60%
92%
Very unimportant
Neutral
Very important
How important are the following
delivery places and types?
Delivery options:Home delivery
continues to dominate; Delivery to lockers is
unpopular
1/21/15
Where do you want your parcel
delivered when no-one is at home?
1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50
Third party delivery locker
Delivery to my workplace
Pick up at a store
Delivery to an address of a friend or relative, etc.
Collection points (post offices, book shops, gas stations, etc.)
Neighbors
Average rank
No-one at home:Delivery to neighbors is top choice; Delivery
locker is lowest
1/21/15
Trading off costs vs service aspects:
conjoint analysis
Rate on a scale from 1-7 how favourable the following option is for youfor product X:
We provided 29 of these cards to each respondent, 3 products: a pair of jeans (fashion), a digital camera (home electronics), and apersonal care item
1/21/15
10.49.0
5.38.4
66.9
10.48.7
4.7
9.2
67.0
10.18.1
4.37.8
69.6
Speed of delivery
Time slot length
Part of the day
Delivery day
Delivery charge
Personal care (N=183)
Home electronics (N=148)
Clothing (N=164)
Choice of delivery attributes
Importancescore (%)
Choice of delivery attributes:
Consumers primarily select based on delivery charges
across product types
Conclusions
• Stock-out: Consumers go to competitors
• 80% of respondents think cut-off times to 21:00 hours is sufficient
• Home delivery instead of third-party delivery lockers is preferred in the Dutch market
• Delivery charge is the most important factor influencing customer choice of delivery options
1/21/15
The practice of e-fulfillment:
Coert Knijnenberg (Nic. Oud)
1/21/15