lecture 3 demand management. demand management the ability of firms throughout the supply chain to...
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Lecture 3 Demand Management
Demand Management
The ability of firms throughout the supply chain to collaborate on activities related to the flow of product, services, information, and capital.
Problems in achieving goal: Lack of coordination between departments
Too much emphasis on forecasts of demand, with less attention on the collaborative efforts and the strategic and operational plans
Demand information is used more for tactical and operational than for strategic purposes
Direct-to-Customer (DTC) Fulfillment
Advantages: low start-up costs workforce efficiency because of consolidated operations
Disadvantages: the order profile will change (store orders in case and/or pallet
quantities, consumer orders, “eaches” in smaller order quantities) products might not be available in consumer units (eaches) “fast pick,” or broken case, operation to be added to the distribution
center conflict between a store order and an Internet order
Integrated Fulfillment Retailer maintains both a “bricks-and-mortar” and “clicks-and-
mortar” presence operates one distribution network to service both channels Advantage
low start-up costs existing network can service both
Disadvantages order profile will change with addition of Internet orders case lots versus “eaches” would require a “fast pick,” or broken case operation conflict might arise between a store order and an Internet order
Dedicated Fulfillment Both a store and an Internet presence with two separate
distribution networks Advantage:
separate distribution network for store delivery and consumer delivery eliminates most of the disadvantages of integrated fulfillment
Disadvantage: duplicate facilities and duplicate inventories
Outsourced Fulfillment assumes that another firm will perform the fulfillment
Advantages: low start-up costs for the retailer to service the Internet channel
possible transportation economies
Disadvantage: loss of control over service levels
Drop-Shipped Fulfillment also called direct store delivery, vendor delivers
directly to retailer, bypassing retailer’s distribution network.
works best for products that have a short shelf life Advantages:
reduction of inventory in the distribution network vendor has direct control of its inventories
Disadvantage: possible reduction of inventory visibility
Store FulfillmentThe order is placed through the Internet site and sent to the
nearest store for customer pick up Advantages:
short lead time to the customer low start-up costs for the retailer returns can be handled through the store product availability in consumer units
Disadvantages: reduced control and consistency over order fill conflict may arise between inventories must have real-time visibility to in-store inventories stores lack sufficient space to store product
Flow-Through Fulfillment
Product is picked and packed at distribution center, then sent to the store for pickup
Advantages: eliminates the inventory conflict avoids the cost of the “last mile” returns can be handled through the existing store network
Disadvantage: Storage space at the store for pickup items a problem
Influencing the Order This is the phase where an organization attempts to change the
manner by which its customers place orders.
Order Execution This occurs when the order is received.
Customer service: is anything that touches the customer. This
includes all activities that impact information flow, product flow, and cash flow between the organization and its customers.
PhilosophyPhilosophy elevates customer service to an
organization-wide commitment to providing customer satisfaction through superior customer service.
Customer service: Performance emphasizes customer service as specific performance
measures that pervade all three definitions of customer service and address strategic, tactical, and operational aspects of order management.
Activity treats customer service as a particular task that an
organization must perform to satisfy a customer’s order requirements.
Customer relationship management: is the art and science of strategically positioning customers to
improve the profitability of the organization and enhance its
relationships with its customer base. is not a new concept used by service industries. has not been widely used in the business-to business
environment until lately.
Customer action affects firm’s cost how customers order how much customers order what customers order when customers order an order
Activity-Based Costing
ABC measures the cost and performance of activities, resources, and cost objects. Resources are assigned to activities, then activities are assigned to cost objects based on their use
Traditional cost accounting is well suited to situations where an output and an allocation process are highly correlated.
Traditional cost accounting is not very effective in situations where the output is not correlated with the allocation base.
One method to classify customers by profitability. Protect Zone Those customers who fall into the “Protect” segment are the most profitable.
Danger Zone Customers in the “Danger Zone” segment are the least profitable and incur a
loss.
The firm has has three alternatives for danger zone customers: (1) change customer interaction with firm so the customer can move to
another segment (2) charge the customer the actual cost of doing business (3) switch the customer to an alternative distribution channel
Build Zone These customers have a low cost to serve and a low net sales value, so the firm
should maintain the cost to serve and build net sales value to help drive the customer into the “Protect” segment.
Order Management
This system represents the principle means by which buyers and sellers communicate information regarding orders.
Effective order management is key to operational efficiency and customer satisfaction.
Logistics needs timely and accurate information relating to orders so many firms place order management in the logistics area.
Order to cash Thirteen principle activities constitute the OTC cycle:
D1.1 through D1.7 represent information flows D1.8 through D1.12 represent product flows D1.13 represents cash flow
Order cycle all activities that occur from when an order is received until the
product is received
Replenishment cycle refers to acquisition of additional inventory one firm’s order cycle is another’s replenishment cycle
Order To Cash cycle:
recent attention has centered on the variability or consistency of this process
absolute length of time is important, variability is more important
a driving force is safety stock, as absolute length of the order cycle will influence demand inventory
E-Commerce Order Fulfillment Strategies
Many firms use Internet technology to capture order information for fulfillment systems for picking, packing, and shipping.
Internet allows faster collection of cash by the seller.
The Logistics/Marketing Interface
Customer service is the key link between logistics and marketing within an organization.
Manufacturing can produce a quality product at the right cost and marketing can sell it, but if logistics does not deliver it when and where promised, the customer will not be satisfied.
Three different perspectives on customer service: Three different perspectives on customer service
philosophy
as a set of performance measures
as an activity
Customer service needs to be put into perspective as including anything that touches the customer
Four distinct dimensions of customer service:
Time cycle time safe delivery correct orders
Dependability more important than the absolute length of lead time
Communications pretransaction transaction posttransaction
Convenience service level must be flexible
Customer Service Performance Measures from buyer’s view
Orders received on time
Orders received complete
Orders received damage
Orders filled accurately
Orders billed accurately
Expected Cost of Stockouts: Stockout occurs when desired quantities are not
available Four possible events:
the buyer waits until the product is available
the buyer back-orders the product
the seller loses current revenue
the seller loses a buyer and future revenue
Back Orders: occurs when a seller has only a portion of the
products ordered by the buyer are created to secure the portion of the inventory that
is currently not available
Lost Sales: some customers will turn to alternative supply sources
Lost Customers: customer permanently switches to another supplier
Determining the Expected Cost of Stockouts back order
lost sale
lost customer identify potential consequences calculate each result’s expense or lost profit
Product availability from customer perspective:
Did I get what I wanted?
When I wanted it?
In the quantity I wanted?
Product availability is the ultimate measure of logistics and supply chain performance.
Metrics four are widely used across multiple industries:
internal metrics item fill rate line fill rate
external metrics order fill rate perfect order
Order Cycle Time:
the time that elapses from when a buyer places an order until receipt of the order
absolute length and reliability of order cycle time influences both firm’s inventories, resulting in impacts on both revenues and profits for both organizations
Logistics operations responsiveness (LOR) Examines how well a seller can respond to a buyer’s
needs. This “response” can take two forms:
LOR can be how well a seller can customize its service offerings to the unique requirements of a buyer
LOR can be how quickly a seller can respond to a sudden change in a buyer’s demand pattern.
Logistics System Information:
is critical to the logistics and order management processes
underlies ability to provide quality product availability, order cycle time, logistics operations responsiveness, and post-sale logistics support
timely and accurate information can reduce inventories in the supply chain and improve cash flow to all supply chain partners
Service Recovery
No matter how well an organization plans to provide excellent service, mistakes will occur.
Recovery requires a firm to realize that mistakes will occur and have plans in place to fix them.
GDP versus Inventory
Nominal GDP grew by 127.2 percent between 1990 and 2006.
The value of inventory increased by 78.4 percent during the same time period.
Inventory costs as a percent of GDP declined from 17.9 percent in 1990 to 14.1 percent in 2006.
The absolute value of inventory increased during this time period, but it decreased as a percentage of GDP.
Batching economies or cycle stocks
arises from three sources
procurement
production
transportation
Scale economies are often associated with all three, which
can result in the accumulation of inventory that will not be
used or sold immediately
Uncertainty/Safety Stocks
All organizations are faced with uncertainty.
On the demand side, there is usually uncertainty in how much customers will buy and when they will buy it.
On the supply side, there might be uncertainty about obtaining what is needed from suppliers and how long it will take for the fulfillment of the order.
Time/In-Transit and Work-in-Process Stocks
The time associated with transportation means that even while goods are in motion, an inventory cost is associated with the time period. The longer the time, the higher the cost.
WIP inventories, associated with manufacturing, can be significant while the length of time the inventory sits in a manufacturing facility waiting and should be carefully evaluated in relationship to scheduling techniques and the actual manufacturing/assembly technology.
Inventory Costs Inventory Carrying Costs
Capital Cost (interest or opportunity cost)
cost of capital tied up in inventory and the resulting lost opportunity from investing that capital elsewhere
hurdle rate
weighted average cost of capital (WACC).
Storage Space Cost includes handling costs associated with moving products into
and out of inventory, as well as such costs as rent, heat, and light
Can be variable
Inventory Service Cost includes insurance and taxes
Inventory Risk Cost reflects the possibility that inventory value might decline for
reasons beyond firm’s control
Nature of Carrying Cost Ordering Cost or Setup Cost
refers to the expense of placing an order for additional inventory, not including product cost
Order Cost Cost of placing order which may have both fixed and variable
components
Setup Costs expenses incurred each time an organization modifies a production
or assembly line to produce a different item for inventory
Expected Stockout Cost several consequences might occur:
Back order, which results in the vendor incurring incremental variable costs associated with processing and making the extra shipment
Customer might decide to purchase a competitor’s product resulting in a direct loss for the supplier.
Customer might decide to permanently switch to a competitor’s product with loss of income.
In-Transit Inventory Carrying Cost
Owner of product while it is in transit will incur resulting carrying costs.
In-transit inventory carrying cost becomes especially important on global moves since both distance and time from the shipping location both increase.
Owner should consider its delivery time part of its inventory carrying cost.
Dependent versus Independent Demand
“independent” when such demand is unrelated to the demand for other items
“dependent” when it is directly related, or derives from, the demand for another inventory item or product
Pull versus Push The “pull” approach relies on customer orders to move product through
a logistics system, while the “push” approach uses inventory replenishment techniques in anticipation of demand to move products.
The Just-in-Time Approach
Four major elements
zero inventories
short, consistent lead times
small, frequent replenishment quantities
high quality, or zero defects
Materials Requirements Planning:
deals specifically with supplying materials and component parts whose demand depends on the demand for a specific end product
consists of a set of logically related procedures, decision rules, and records designed to translate a master production schedule into time-phased net inventory requirements and the planned coverage of such requirements for each component item needed to implement this plan
Distribution Requirements Planning: Purpose is to more accurately forecast demand and to explode
that information back to develop production schedules. Firm can minimize inbound inventory in conjunction with
production schedules. Outbound (finished goods) inventory is minimized DRP develops a projection for each SKU requiring the following:
Forecast of demand for each SKU Current inventory level of the SKU (balance on hand, BOH) Target safety stock Recommended replenishment quantity Lead time for replenishment
Vendor-Managed Inventory The basic principles:
The supplier and its customer agree on which products are to be managed using in the customer’s distribution centers.
An agreement is made on reorder points and economic order quantities for each of these products.
As these products are shipped from the customer’s distribution center, the customer notifies the supplier, by SKU, of the volumes shipped on a real-time basis.
This notification is also called “pull” data