Selecting and implementing a new order management system can be a daunting process. After all, this is a mission-critical suite of applications that can make or break your business. There are dozens of potential solutions and never enough time โ or so it seems โ to attend to all the details. Thereโs also the issue of technophobia. And sorting out the real from the hype in your technology options is unquestionably a tough challenge, even if youโre trying to keep up with the changes in this fast-paced field. Often the best way to achieve a successful outcome is to learn from the
Order Fulfillment
This article will define RFID technology and offer examples of how it could help improve your distribution center operations. RFID uses radio waves to automatically identify physical items in varying proximity to readers that can uniquely identify them. The identification process entails the following: - the RF antenna broadcasts a signal; - the tag enters the RF field; - the RF signal powers the tag; - the tag transmits data to the reader; and - the reader interacts directly with the supply chain execution system. By now, no doubt, youโve heard that Wal-Mart is requiring its top 100 suppliers to
Shipping and handling (S&H) complaints usually rank pretty high on the list of gripes customers have against merchants. At the same time, consumers rate parcel delivery companies as some of the best in customer service*. Is there a disconnect in the consumerโs mind, or is there more to this dichotomy than meets the eye? Catalog Success asked Jeff Kline, a veteran of catalog fulfillment, to share his advice on how you can increase the efficiency and reduce the cost of your outbound parcel shipping services โ while at the same time maintaining or even improving your customer service objectives. Kline is president of
From the moment you pull into the 40-acre Golfsmith campus in Austin, Texas, you know youโre in a golfersโ mecca. But as it turns out, the companyโs on-site driving range and golf academy are just the beginning. Inside the 92,000 square-foot corporate headquarters, thereโs a putting green for employees, and a large retail store complete with indoor waterfall and Clubhouse Cafรฉ. The clubmaking workshop not only crafts custom-made clubs, it also holds weeklong classes for those who want to learn the art. A research and development team is developing clubs and testing vendor-sourced products. Enlarged pictures capturing golf imagery hang over the
Benchmarking often is described as a set of performance standards for a specific task. And best practices entail tried and true procedures that can help improve your catalog business. Although many industry benchmarks and best practices are viewed as standards, in reality most need to be adjusted to meet the requirements, limitations and needs of a particular catalog business. Thereโs no one model or standard of performance that works for all. For example, the return rate for an apparel mailer may be 25 percent (i.e., the standard), while a food cataloger might see a return rate of 3 percent (the standard for
Problem: Massage Warehouse was receiving delivery fines from shipping companies and returned packages due to incorrect customer address data. Solution: The company implemented QASโ software to validate addresses using U.S. Postal Service (USPS) data. Results: Delivery surcharges dropped by 63 percent, staff productivity significantly increased, and customer satisfaction grew due to faster delivery times. When both delivery surcharges imposed by shipping companies and the number of returned packages began to rise due to incorrect address formats, Massage Warehouse realized it needed to adjust its customer address data management. For example, the difference between โStrt.โ and โSt.โ as an abbreviation for โStreetโ was costing the
Absolute productivity has declined in many companies in recent years. Indeed, in conducting our benchmarking surveys (which weโve done since 1996), weโve discovered that many metrics, such as orders processed per full-time warehouse worker, have remained flat, while dollars of sales processed per warehouse square foot have declined. In turn, labor rates have increased from an average of $5.50 to $10.50 per direct labor hour.* To help you boost productivity at your catalog, Iโll focus on the warehouse audit process and the application of a few key warehouse success factors. An Operations Audit When trying to reduce costs and boost customer satisfaction
Although a catalogโs reputation often is based on its look and merchandise assortment, it canโt perform well without essential, behind-the-scenes assistance from the operations and fulfillment departments. Finding a product packaging solution thatโs dependable and cost-effective โ as well as one that fits your merchandise โ is an ongoing challenge. The following products are headliners with positive reviews from several catalogers. As you embark on a search for new packaging solutions, keep these in mind. Product Inflation The Fill-Air Inflatable Packaging System, manufactured by Saddle Brook, NJ-based Sealed Air Corp., produces air-filled cushions for void-fill applications. In addition to protecting fragile merchandise, it also
Inside youโll find: cost-cutting strategies for your fulfillment operations; how to protect your inventory from internal theft; how to assess your catalog systems options; and how to determine your optimal IT spend. Get Lean Successful cost-cutting strategies for your catalog fulfillment operations. By William J. Spaide Lackluster operating performance in your catalogโs fulfillment operations can result from a combination of factors: poor productivity, inefficient processes, and unanticipated marketing and merchandise results. Failure to identify early warning signs of trouble and, more importantly, not addressing these problems decisively and effectively, are common characteristics of the operational โalso-rans.โ It all comes down to a
Multichannel industry leaders such as Cabelaโs, Talbots, Eddie Bauer, Neiman Marcus, Nordstrom, Landsโ End and L.L. Bean have established themselves as the standard-setters for returns processing, allowing customers the flexibility of returning goods with a no-quibble guarantee. But thereโs a downside to a liberal returns policy: Companies have seen return rates increase every year for the past 10 years. For example, $5 of every $100 worth of goods purchased on the Web are returned, compared to $6 for traditional retailers, according to The Boston Consulting Group and Shop.org. And for many merchandise categories, returns rates are much higher. Moreover, the study found