D’une logistique traditionnelle à une logistique multi-canal Lionel Albert Value Chain Director

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§  Grande Distribution traditionnelle de type ‘Brick&Mortar’, avec une activité de production, créée en 1899

§  Aucune présence Internet jusqu’à l’acquisition de KiddiCare début 2011

§  Chiffre d’affaires : £18bn §  4eme chaine de Supermarchés en UK §  Plus de 475 magasins, 12 centres de distribution §  Environ 132,000 employés §  11 millions de clients par semaine §  300 stations service §  11% de part de marché

Le client

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Le projet : des Services délivrés par phases Service 1 (Home Delivery)

•  Home delivery (UK, International) •  Categories at launch:

•  Kid care •  Wine

Service 2 (Click & Collect)

•  Click & Collect •  Desk •  Lockers

•  Formats: •  Stores •  Convenience

•  Categories at launch: •  Kiddicare •  Wine

Service 3 (Click & Collect - Enhanced)

•  Categories at launch: •  Kid care •  Wine

•  Click & Collect •  Kiosk •  Drive-Through

Service 4 (Food)

•  Home delivery (UK, International •  Make & Reserve (Food) •  Race-Through

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functionality Subsequent

phases New

functionality

Payment systems

GM online order interaction

Click and Collect Location

Online food fulfilment

Parcel Tracking

Van Mgt Systems

Websphere Commerce

Display catalogue and availability Capture orders Track orders

Salesforce

.com

Provide sat-nav to driver Capture driver behaviour Capture proof of delivery / collection Photographs of door step delivery problems

Fulfilment Systems

Manage inventory Pick/dispatch order Receive returns

Customer contact centre

Payment systems

Food online order interaction

eCommerce system

Display catalogue and availability Capture orders Track orders

Online Food Fulfilment

MIS systems

Dynamic Routing &

Scheduling

Manage customer contact

Identify customer/ order Authorise collection Authorise returns

Receive orders Track orders Record collection Receive returns Track returns

Barcode scanner ANPR camera

Product Master

Navision

GM Fulfilment

Kiddicare (inc Wine) Morrisons

DC

Transport Mgt system

Select optimum transport channel Track status Record Delivery

Make and Reserve

Make and Reserve System

Metapack

Carriers

Track status Record delivery

Staff Paging

Notify staff customer is awaiting collection or return

Fulfilment systems

Other GM fulfilment

Fulfilment systems

Manage inventory Pick/dispatch order

Receive returns

Drop Ship Vendor

Systems

Drop Ship Vendors

Manage inventory Pick/dispatch order Receive returns Track Status Record Delivery

Collections and Returns

Locker bank

Locker bank system

Identify customer/ order Authorise collection Authorise returns

ANPR

Identify customer/ order Authorise collection

Enterprise Service Bus

Order Orchestration System

Service Desk

Release in which functionality is implemented

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REGLES METIER

PROCESSUS METIER

CONTRAINTES & COUTS DES

CHANGEMENTS GESTION DES

ALEAS

DISPONIBLE À LA VENTE

GLOBAL

Les composants clés

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Défis du Multi-Canal

Entrepot ERP Magasin

Télévente Direct Mobile Web Magasin

3PL Facturation

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Magasin

Défis du Multi-Canal - Orchestration

Entrepot ERP

Télévente Direct Mobile Web Magasin

3PL Facturation)

Finish Line

In Store

eCommerce

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Magasin

Defis du Multi-Canal - Orchestration

Entrepot ERP

Télévente Direct Mobile Web Magasin

3PL Facturation

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Magasin

Défis du Multi-Canal - Disponibilité

Entrepot ERP

Télévente Direct Mobile Web Magasin

3PL Facturation

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Magasin

Défis du Multi-Canal - Exceptions

Entrepot ERP

Télévente Direct Mobile Web Magasin

3PL Facturation

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Web Call Center Stores Partner Stores Mobile Catalog

Logistics Warehouse Partners Stores Finance

… Distributed Order Orchestration

GOP Distributed Order Orchestration

Enrich Orders

Orchestrate Fulfillment

Transform Transactions

Manage Visibility

Manage Availability

Manage Exceptions

Analytics

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1. Vue unique et consolidée des statuts des commandes à travers des systèmes hétérogènes

2. Réduction des stocks et couts d’exécution

3. Pilotage centralisé et résolution proactive des exceptions

4. Meilleure précision des promesses de disponibilité et meilleure gestion des stocks

5. Pilotage amélioré des commandes grâce aux analyses intégrées

Logistique Multi-canal Synthèse

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