Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60...

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Customer Order Cycle June 25, 2014

Transcript of Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60...

Page 1: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

Customer Order Cycle

June 25, 2014

Page 2: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

Example: HomeShop18• A view on FIFA World Cup Brazil 2014 Xbox 60 Game

on the Homeshop 18 TV channel• Price = Rs 2750 (TV) against Rs. 3099 (online) against

original price Rs 3499• You (the customer) want it… need it…like your life

depends on it! (like…whatever)• You call 0120-4455918

Customer’s arrival at the location (Living room) where he/she can access his/her choices (TV channel) and makes a decision regarding a purchasing (by calling at the number displayed on TV screen)

CUSTOMER ARRIVAL

Page 3: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

• You inform the tele-marketeer about your decision about FIFA - Xbox game

• Telemarketeer enters the order in his/her system and reconfirms the name of the game, number of items of the same product and asks for location delivery details

• The delivery of items is within 24 hours to 3 days which is confirmed by tele-marketeer

Example: HomeShop18 (Contd…)

Customer informs the retailer (tele-marketeer of Homshop 18) about their intention to purchase and the retailer allocates (enter’s the product details, location of customer, contact details, etc) products to the customers

CUSTOMER ORDER ENTRY

Page 4: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

• The order in the system of HomeShop18 is processed by:– Picking the order from the inventory of their

manufacturer– The order is directed from manufacturer to the

customer

Example: HomeShop18 (Contd…)

Customer’s order is filled (by HomeShop18 for manufacturer) and shipped to the customer

CUSTOMER ORDER FULFILLMENT

Page 5: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

HomeShop18: Technology for Service

Integrated technology backbone to service customers, vendor and logistics partner

Page 6: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

• You receive the FIFA World Cup Brazil 2014 Xbox 60 Game and signs off the courier guy

• Records of the receipt is updated and payment is completed by ‘Cash on Delivery’

Example: HomeShop18 (Contd…)

Customer’s receives the order and takes ownership

CUSTOMER ORDER RECEIVING

Page 7: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

CUSTOMER ORDER CYCLE

Customer Arrival

Customer Order Entry

Customer Order

Receiving

Customer Order

Fulfillment

Page 8: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

3Cs

Page 9: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

Company: HomeShop18

• TV Shopping• Other virtual initiatives

– Web– News– Catalogue– Mobile

Page 10: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

Customer: HomeShop18

• India had earlier witnessed teleshopping for – Sauna Belt– Rudraksh– Hair Raising Solutions– Before – and – after Miracles– Coupled with magic products, dubbed infomercial,

tacky execution and NO credibility

Page 11: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

Competitors: HomeShop18

• Ebay• Indiatimes Shopping• Rediff Shopping• IndiaPlaza• Others

Page 12: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

Competitive Advantage

Is this sustainable?

India’s 1st & only 24 hour TV shopping channel

In Top 10shopping website

A logistics footprint reaching

2750 cities

24 hour in-house

400-agent sales center

400+ vendors,

20000 SKUs

Integrated,

real-time IT Systems

Page 13: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

About 3Cs

• Developed by Kenichi Ohmae, a business and corporate strategist

• Key factors to focus – Corporation or Company; Customer and; Competition

• Integration of 3Cs leads to sustained competitive advantage

Page 14: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

3Cs and Sustainability

Company

• Selectivity & Sequencing

• Make or Buy• Cost-

effectiveness

Customer

• Segmenting by objectives

• Segmenting by Customer Coverage

• Re-segmenting the market

Competition

• Image• Capitalize on

profit and cost structures differences

• Hito-Kane-Mono

Competitive Advantage

Page 15: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

Corporation: Hito-Kane-Mono Phrase

• Funds should be allocated in the end• Allocate management talent based on available

Mono (things) – plant, machinery, technology, process, know-how, functional strength

• When Hito (People) have developed creative and imaginative ideas to obtain upward growth (potential) for the company…

• …the generated Kane (Money) should be invested in specific ideas and programs generated by individual managers

Page 16: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

Logistics Functions

• Information Management• Inventory Control• Transportation• Warehousing• Network Design

Page 17: Customer Order Cycle June 25, 2014. Example: HomeShop18 A view on FIFA World Cup Brazil 2014 Xbox 60 Game on the Homeshop 18 TV channel Price = Rs 2750.

Introduction to Supply Chain Management