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1、1,China Teleflex,Shanghai,PRC17 August 2002By:Frits de VroetDHL International,2,Agenda,Service Parts logistics as a driver of competitive advantageThe service parts supply chainDHL Global Customer LogisticsVisionService capabilityCase Study,3,Service Parts Logistics as a driver of competitive advant
2、age,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 there is another s
3、upply 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,Service Parts
4、 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 Service Parts Supply
5、 Chain,Finished goods logistics versus service parts logisticsFINISHED GOODSJust in TimeSmall number of fixed stocking locationsOne way traffic:ManufacturingDistribution Centre(Final)Customer,SERVICE PARTS Just in Case(Very)large number of multi-echelon stocking locations Two way traffic:Manufacturi
6、ngDistribution Centre(Final)Customer,10,The Service Parts Supply Chain,Supply Characteristic:Multi-echelon model,11,DHL Global Customer LogisticsOur Logistics Revolution,12,Design&Develop&PlanProduct,Make,Buy,Manufacture,Deploy&Deliver,RecognizeDemand,ForecastDemand,Source&ProcureProducts,ForecastDe
7、mand,Store&DeployProducts,ServiceProducts,Return&DisposeProducts,Install&Maintain,CustomerInstallBase,Focus,DHL wants to be recognized as the global quality leader in the management of integrated solutions for the(mission-critical)service parts logistics market,DHL Global Customer LogisticsService P
8、arts 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,Order,transmission,DHL LCSC,Overnight replenishments,Manufacturi
9、ngCenters,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 Billing&IS capability,JNB,SIN,SYD,BRU,SFO,TYO,DHL Global Logistics L
10、ogistics Global infrastructure,18,Case Study,19,CountryLogisticsUnit,Operator,RepairCenter,RegionalLogisticsCenter,Case Study:Mission Critical Services for the Telecommunication industry,:Defective units,:Repaired units,Reverse logistics flow for Telecommunication hardware,20,Case Study:Mission Crit
11、ical Services for the Telecommunication industry,Existing situation:Decentralized management of service partsLack of visibility of inventoryLack of visibility of order fulfillmentLack of control of repair cycleResulting in:High inventory levelRepair cycle between 40 and 120 daysNot meeting KPIs for
12、order fulfillment and order accuracy,21,CountryLogisticsUnit,Operator,RepairCenter,RegionalLogisticsCenter,Our proposal,:Defective units,:Repaired units,Co-located,Integrated IT system-Centralized order handling,22,Process Flow,PrinciplesSolution centre,23,Regional Logistics Solution,Central RMA and
13、 order management through Call Centre and Customer Service functionRegional inventory visibility through integrated IT systemCentralised Supply Chain Planning and Supply Chain Execution capabilityLogistics Consultancy support and regional/country program managementMeasure and control lead timeImprove supply chain performanceLower inventory levelsLower cost,24,THANK YOU,Frits de Vroet,
