How to not break your Customers Christmas

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• How to not break your Customers Christmas
• The Fulfilment Challenge
• John Ganley
• Operations Manager, Zendor
• 6th July 2005

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Who are Zendor?
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Preparing for Christmas OnlineThe Fulfilment
Countdown to Christmas

• Jan March - Start thinking about next xmas
  stock learn from last years mistakes
• April/May - Select stock, prep forecasts, start
  planning
• June/July - Book call centre warehouse staff,
  select and brief carriers
• August - Brand Product training for new
  recruits
• September - More staff start join weekly, plans
  all in place
• Oct Dec - Communicate delivery times and
  xmas deadline clearly to customers and use
  express delivery when necessary

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Preparing for Christmas OnlineReturns

• Dont forget about them with clothing/fashion
  often 30
• Forecast/prepare -have in mind based on last
  year
• Increase staff and space for returns
• Process, get back into stock, refurbish, scrap
  or return to supplier ASAP

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Preparing for Christmas OnlineBe prepared for
the unexpected

• Power cuts
• Running out of space
• Over-forecasting

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Case Study - ELC
Agenda
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Case Study - ELC

• Failure is not an option..

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(No Transcript)
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Case Study - ELC Overall Approach

• Getting it right first time
• Continual improvement of proposition
• Driving cost efficiencies

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Case Study - ELC Christmas Planning Prep

• Christmas prep starts May
• Use of core team to support training of temps
  for peaks
• Support from core business if required
• Increase in number of shifts and working days
  during peak
• Open, regular communication between ELC and
  Zendor
• Good relationship with carriers
• Planning at lowest level of detail (space,
  stock, of collates, vehicle schedule)
• Gradual recruitment of new staff to allow
  adequate training
• Emphasis on brand and product training
• Understanding product mix and impact on
  packaging ..

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Case Study - ELC Christmas Planning Prep
Packaging one box does not fit all!
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Case Study - ELC Initiatives eg New Carrier
Contracts

• Situation
• Approx 50 of enquiries were delivery related
• Particularly problematic at xmas
• Solution
• Opportunity to use different carriers with new
  system
• Migration to a new carrier stream
• Simplify carrier process
• Result
• Average delivery time reduced by 2 days
• Reduced customer enquiries
• Same overall cost

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Case Study - ELC Increase in growth in demand
since launch
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Case Study - ELC Change in demand by month
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Case Study - ELC

• What does success look like?

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Summary

• Good dialog with supplier/carriers
• Gather and use data for planning and forecasting
• Most importantly dont panic!!

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Any questions/thoughts?
John Ganley Operations Manager, Zendor E-mail
John.ganley_at_zendor.com Tel [phone]