DHL（中外运-敦豪）速递服务的营销模式.ppt

1、1,China Teleflex,Shanghai, PRC 17 August 2002 By: Frits de Vroet DHL International,2,Agenda,Service Parts logistics as a driver of competitive advantage The service parts supply chain DHL Global Customer Logistics Vision Service capability Case Study,3,Service Parts Logistics as a driver of competit

2、ive advantage,As we are moving from competing brands to competing supply chains, logistics has become one of the key drivers of competitive advantage. Some companies have recognised this, however they have been focusing on the supply chain driving the production and sales of finished goods. Yet ther

3、e is another supply chain within these companies, also heavily affecting customers and business results, which is often largely being ignored,The Service Parts Supply Chain,4,Service Parts Logistics as a driver of competitive advantage,5,Service Parts Logistics as a driver of competitive advantage,6

4、,Service Parts Logistics as a driver of competitive advantage,7,Logistics and economic value added,P&L effect,Balance sheet effect,8,Demand/Supply Characteristics,Plan & execute (lean,Hedge & deploy (hold inventory,Continuous replenishment,React & execute (agile,The Service Parts Supply Chain,9,The

5、Service Parts Supply Chain,Finished goods logistics versus service parts logistics FINISHED GOODS Just in Time Small number of fixed stocking locations One way traffic: Manufacturing Distribution Centre (Final) Customer,SERVICE PARTS Just in Case (Very) large number of multi-echelon stocking locatio

6、ns Two way traffic: Manufacturing Distribution Centre (Final) Customer,10,The Service Parts Supply Chain,Supply Characteristic: Multi-echelon model,11,DHL Global Customer LogisticsOur Logistics Revolution,12,Design & Develop & Plan Product,Make,Buy,Manufacture,Deploy & Deliver,Recognize Demand,Forec

7、ast Demand,Source & Procure Products,Forecast Demand,Store & Deploy Products,Service Products,Return & Dispose Products,Install & Maintain,Customer Install Base,Focus,DHL wants to be recognized as the global quality leader in the management of integrated solutions for the (mission-critical) service

8、parts logistics market,DHL Global Customer LogisticsService Parts Logistics Vision,13,DHL GCL Service Parts Logistics,14,Elements of logistics solutions,15,Same-day,deliveries,End-user,request,Repaired items,Repair,Pick-Pack ,delivery request,SPCs,Overnight,deliveries and,returns,Defective items,Ord

9、er,transmission,DHL LCSC,Overnight replenishments,Manufacturing Centers,R,Order,Confirmation,Customer,DHL WEL,DHL Global Customer LogisticsServices Offering,16,Asia Pacific Infrastructure,17,CVG,CVG,MIA,MIA,BAH,BAH,HKG,HKG,10 ELCs 330 SPCs Multi-tier transportation 3 Regional LCSCs One global Billin

10、g & IS capability,JNB,SIN,SYD,BRU,SFO,TYO,DHL Global Logistics Logistics Global infrastructure,18,Case Study,19,Country Logistics Unit,Operator,Repair Center,Regional Logistics Center,Case Study: Mission Critical Services for the Telecommunication industry,Defective units,Repaired units,Reverse logi

11、stics flow for Telecommunication hardware,20,Case Study: Mission Critical Services for the Telecommunication industry,Existing situation: Decentralized management of service parts Lack of visibility of inventory Lack of visibility of order fulfillment Lack of control of repair cycle Resulting in: Hi

12、gh inventory level Repair cycle between 40 and 120 days Not meeting KPIs for order fulfillment and order accuracy,21,Country Logistics Unit,Operator,Repair Center,Regional Logistics Center,Our proposal,Defective units,Repaired units,Co-located,Integrated IT system - Centralized order handling,22,Process Flow,Principles Solution centre,23,Regional Logistics Solution,Central RMA and order management through Call Centre and Customer Service function Regional inventory visibility through integrated IT system Centralised Supply Chain Planning and Supply Chain Execution capability