Gestión de órdenes en despacho a domicilio (Sterling Commerce)

Order Management:

Home Delivery

© 2011 IBM Corporation© 2011 IBM Corporation

Home Delivery

Our Vision

To help our customers…

Connect

Communicate

Customers

Partners

© 2011 IBM Corporation© 2011 IBM Corporation2

…and do it better than anyone else

Collaborate Suppliers

2

Sterling Selling and Fulfillment Suite

�Improve customer satisfaction and loyalty

by enhancing the customer experience with

seamless cross

channel e-commerce

�Deliver a rich customer and partner

experience by extending a common set of

business services across all points of

interaction

Retailer

Supplier


interaction

�Effectively manage orders across

the extended enterprise and optimize

complex order fulfillment and logistics

processes

Capabilities available in a variety of delivery models fit for purpose (on premises, as-a-Service or hybrid)

Distributor

3

Consumers Corp.Accts.ERP

LegacyBOBSystemsSterling

WMS/ Yard Mgt

CallCenter

Kiosk/ Mobile

Stores

MFT

Sterling Commerce Enables Seamless End-To-End

Cross-Channel Execution

Sterling Collaboration

Network

© 2011 IBM Corporation© 2011 IBM Corporation4Community

Web

Sterling OrderMgt

InterconnectNetworks

ServicePartners

Suppliers

Financial ServicesGovernment Carriers/3PL

Freight Forwarders Customs Brokers

Sterling Integrator

Sterling Configure/

Price/ Quote

SterlingTMS

Portal

SmallCarriersSmall

Suppliers

Supply Chain Visibility

Sterling Commerce Sales Plays for Retailers:

Reducing Out-of-Stock – Enables cross-channel inventory access via POS, Web, Kiosk or Mobile Device– Offers available to promise and fulfillment options

Enabling Cross-Channel Order Management– Provide Cross-Channel Selling, Sourcing, Distribution and Fulfillment

– Deliver seamless customer experience by any channel


Improving Supply Chain Visibility– Integrates Cross-Channel inventory visibility with all business partners

– Optimizes partner integration from connectivity and community

Optimize Cross-Channel Inventory– Orchestrates inventory and order fulfillment across all channels

– Enables returns processing

5

Customer Challenges/Solution Capabilities

Challenges/Pain Solutions/Capabilities Needed

Customer wants an item that’s

out of stock in a store

• Provides real-time integration with back-end systems to locate ATP inventory at

stores, DCs, and more

• Determines optimum shipping location (for ship-to-home or ship-to-store) or

best store (for alternate-store-pickup or store-to-store transfers)

Store associates have no

efficient means of quickly

locating ATP inventory of out-

of-stock items

• Provides real-time look-up of ATP inventory at all eligible fulfillment locations

• Recommends 1st, 2nd, and 3rd fulfillment locations by preferred fulfillment

method

• Immediately reserves inventory at the designated fulfillment location

Store associate has no efficient

means of capturing the

• Provides process-driven screens to walk the store associate through the

information-collection process


means of capturing the

customer’s order for the out-of-

stock item

information-collection process

• Seamlessly interfaces with existing POS to handle completion of financial

transaction

• Gets and logs confirmation of completed financial transaction from POS

Retailer does not want to tie up

limited POS terminals while

looking up ATP inventory,

collecting consumer fulfillment

information, etc.

• Provides a mobile user interface for use by store associates using an iPhone,

iTouch, or iPad to perform all inventory lookup, order capture, fulfillment trigger,

and fulfillment tracking functions without involving POS

Store associate has no efficient

means of triggering fulfillment

by the designated location

• Automatically triggers integrated pick/pack/ship notice to the designated

fulfillment location for ship-to-home or ship-to-store fulfillment

• Automatically triggers pick-and-hold, pick-and-transfer, or pick-and-ship

instructions for alternate-store fulfillment

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Call Center Create OrderCheck Status

Cancel OrderInitiate/Track Return

Schedule Delivery or PickupChange Order

Schedule

Store PickupResearch Product

Create OrderCheck Status

Cancel OrderInitiate/Track Return

Schedule Delivery or PickupChange Order

Schedule

Store PickupResearch ProductMobile

Create OrderCheck Status

Cancel OrderSchedule Delivery or PickupChange Order

Schedule

Store PickupResearch Product

Web

The True Cross Channel Customer Experience


Store Create Order Check StatusCancel Order

Initiate/Track Return

Schedule DeliveryChange Order Pickup

Research Product

Buy Online Ship to Home

Buy Online Pickup at Store

Save the Sale in Store

Drop Ship Direct from VendorDelivery and Install Service Scheduling

Buy Anywhere Return Anywhere

Complex Orders

Call Center eCommerce StoreMobileKiosk

Customer Channels

There are Lots of Participants


Fulfillment Network.

Distribution Centers 3PL’sDrop Shippers Store Network

Enterprise

Applications

External

Services

Pe

rform

an

ce M

an

ag

em

en

t?V

isib

ilit

y?

Enterprise

Applications

External

Services


Customer Channels

Everyone has High Expectations

Can We Set Accurate Expectations with the Customer?

What Steps are Required to Fulfill each Specific Order Line?

How do we Coordinate these Steps Across Applications?


Pe

rform

an

ce M

an

ag

em

en

t?G

lob

al

Vis

ibil

ity



What are the Fulfillment Rules for a Specific Order Line?

How do we Best Leverage the Fulfillment Network?

How do we Remain Flexible to Enable New Business

Initiatives?

Enterprise

Applications

External

Services


Customer Channels

This Can Get Complex




Order Management Engine – Handling All Order Types

Enterprise

RequisitionsReplenishment OrdersTransfer OrdersWork Orders


Suppliers

QuotesPurchase Orders

Blanket POsPlanned POs

Outsourced Providers

Drop Ship OrdersValue-Added ServicesContract Mfg. Orders

Service & Delivery Orders

Customers

Sales OrdersContinuity Orders

Return OrdersExchange Orders

Service & Delivery Orders

Carriers

Shipments Loads

Warehouses

Release Orders

Stores

Pickup Orders

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Sterling Provides a Seamless End-to-End Cross-Channel Experience Through

Distributed Order Management

Sterling Multi-Channel Selling & Fulfillment


Catalog and PricingOrder Configuration

and Capture Order Negotiation

and Quoting Order Fulfillment

Orchestration

Sterling Multi-Channel Selling & Fulfillment

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Sterling Order Management

Order Capture (Channels)

Sterling Order Management

Source Fulfill Serve


Fulfillment Network

Supplier Networks Other NetworksService Provider NetworkDistribution Networks

33rdrd partypartyInternal Internal

� Dynamic sourcing

� Real-time availability (ATP)

� Inventory visibility

� Delivery promising

� Service scheduling

� 3rd party coordination� Multi-step fulfillment

� Drop shipments

� Returns mgmt.

� Invoice and settle� Real-time track

Brand BBrand B Division IIDivision IIBrand ABrand A Division IDivision I Acquisition 1Acquisition 1

13

Order Orchestration - Business Process Modeling provides Flexibility

� Leverage existing systems

� Rapidly incorporate business process changes without any programming effort

� Control and monitor external activity


� Control and monitor external activity data flow and communication

� Real-time visual business process and event management

� Quickly adapt to changing business models

14

f

Central Order and Inventory Repository

Orders

� Database

�Designed for Distributed Order Fulfillment

�Optimized for High Transactional Usage

�Stores Transactional Data

�Stores Configuration Data

�Enterprise Specific

� Service Layer

�Over 1000 Business Services (APIs)

Service Layer


fOrdersSupply and Demand

Business Rules

�Over 1000 Business Services (APIs)

�Create / Modify / Details / etc

�Secure

�Synchronous / Asynchronous

�Exposed via Any Protocol

�All Interaction is Done via a Service

Inventory / Capacity Consolidation for ATP

Sterling's Global Inventory and Capacity Visibility

Internal Systems External Systems

ATP Sourcing Supply Demand


Stores

Replenishment

DC’s

eFC’s

Internal Systems External Systems

Partner Stock

Locations

Supplier Stock

Locations

Sterling's Inventory Monitors & Synchronization

Sourcing Rules derive a set of possible options to fulfill an order based on…� Fulfillment Channel (ship, pick-up, etc)

� Sourcing Classification

� Item Attributes

� Geography - Ship To Location

Complex Sourcing and Scheduling


Scheduling Rules, or constraints, are applied to possible options…� Optimize by Date

� Optimize by Node Priority

� Optimize by number of shipments

� Optimize by Landed Cost

�Enable transfers in stock-out

situations

�Intelligent sourcing engine determines

the most optimal location

�Source or drop ship from

channel partner

�Select new location if inventory is

not available

Model Transactional Order Flows• As many as are required, store pickup, drop ship, deliver/install, etc

Line Level Orchestration• Multiple Ship To Addresses

• Multiple Fulfillment Sources

Trigger and Track Related Orders• Drop ship, procure to order, build to order, return/exchange, etc

Coordinate with External Service Providers• Pricing, Tax, Address Verification, Fraud, Payment Processing, etc

Coordinate with Enterprise Applications

Complete Order Orchestration


Coordinate with Enterprise Applications

Monitor Order Execution• Proactive / Reactive / Milestones

React to Specific Business Events• Define hold scenarios, effects and resolution

Reverse Logistics / Returns

Event Management

� Registration of events� Within business process

� System Management related

� Integration Services related

� Configure events at any point in a business process� in response to a specific business situation

� in response to a status monitor

� in response an approaching


� in response an approaching date/time of a relevant business milestone

� Event handlers can invoke any service� e-mail, exception alert, wireless device, fax…

� Publish XML to external queues/systems

� Invoke custom components (Web Service, Java, EJB, HTTP, COM+…)

In-Store On Line

Visibility for All Channels


Call Center Mobile

Enable single face to customer with access to information about any order from any channel or

division to be available where and when a customer needs it.

Sterling OMS

IBM / Sterling Order Mangement Will Enable...

� Complete Order Orchestration

� Accurate Inventory and Service Capacity Promising

� Communication of Information Around Key Business Events

� End to End Visibility Through the Fulfillment Process

� A Single View of Customer Activity

� Leverage Existing Technology Investments

� Support for New Business Initiatives


� Support for New Business Initiatives

... Across All Brands and Channels

Recent Customer Wins

Order

Management

Logistics

Management

Selling


Management

B2B

Integration

B2B

Services

Managed

File Transfer

22

Recent Customer Go-Lives

Order

Management

Logistics

Management

Selling


Management

B2B

Integration

B2B

Services

Managed

File Transfer

23