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1、China Teleflex nShanghai, PRCn17 August 2002nBy:nFrits de VroetnDHL International1Agenda1.Service Parts logistics as a driver of competitive advantage2.The service parts supply chain3.DHL Global Customer LogisticsVisionService capability4.Case Study21.Service Parts Logistics as a driver of competiti
2、ve advantageAs 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
3、 another supply chain within these companies, also heavily affecting customers and business results, which is often largely being ignored: The Service Parts Supply Chain!3Service Parts Logistics as a driver of competitive advantage4Service Parts Logistics as a driver of competitive advantage5Service
4、 Parts Logistics as a driver of competitive advantage6LabourMaterial &PurchasesOverheadsNetreceivablesInventoryCashCost ofsalesSalesNetoperatingprofitCost ofdebtCost ofequityNet workingcapitalFixedassetsCapitalemployedTrue costof capitalCapitalchargeEconomicvalueadded+xLogistics and economic value a
5、ddedP&L effectBalance sheet effect7Demand/Supply CharacteristicsPlan & execute(lean)Hedge &deploy (hold inventory)Continuous replenishmentDemand characteristicsPredictableUnpredictableSupplycharacteristics:Service levelagreementLonglead-time:+3 daysShortlead-time:2-4 hours24-48 hrsReact & execute(ag
6、ile)The Service Parts Supply Chain8The Service Parts Supply ChainFinished goods logistics versus service parts logisticsFINISHED GOODSJust in TimeSmall number of fixed stocking locationsOne way traffic:ManufacturingDistribution Centre(Final) CustomerSERVICE PARTS Just in Case (Very) large number of
7、multi-echelon stocking locations Two way traffic:ManufacturingDistribution Centre(Final) Customer9The Service Parts Supply ChainSupply Characteristic: Multi-echelon model10DHL Global Customer LogisticsOur Logistics Revolution11Design & Develop& PlanProductMakeBuyManufactureDeploy& DeliverRecognizeDe
8、mandForecastDemandSource& ProcureProductsForecastDemandStore &DeployProductsServiceProductsReturn & DisposeProductsInstall &MaintainCustomerInstallBaseFocusDHL wants to be recognized as the global quality leader in the management of integrated solutions for the (mission-critical) service parts logis
9、tics marketDHL Global Customer LogisticsService Parts Logistics Vision12DHL GCL Service Parts Logistics13Elements of logistics solutions14Asia Pacific Infrastructure16 CVGCVGMIAMIABAHBAHHKGHKG 10 ELCs 330 SPCso Multi-tier transportation( 3 Regional LCSCs One global Billing & IS capabilityJNBSINSYDBR
10、USFOTYODHL Global Logistics Logistics Global infrastructure17Case Study18CountryLogisticsUnit OperatorRepairCenterRegionalLogisticsCenterCase Study: Mission Critical Services for the Telecommunication industry : Defective units : Repaired unitsReverse logistics flow for Telecommunication hardware19C
11、ase Study: Mission Critical Services for the Telecommunication industryExisting situation:nDecentralized management of service partsnLack of visibility of inventorynLack of visibility of order fulfillmentnLack of control of repair cycleResulting in:nHigh inventory levelnRepair cycle between 40 and 1
12、20 daysnNot meeting KPIs for order fulfillment and order accuracy20CountryLogisticsUnit OperatorRepairCenterRegionalLogisticsCenterOur proposal : Defective units : Repaired unitsCo-locatedIntegrated IT system - Centralized order handling21Process FlowPrinciplesSolution centre22Regional Logistics Sol
13、utionnCentral RMA and order management through Call Centre and Customer Service functionnRegional inventory visibility through integrated IT systemnCentralised Supply Chain Planning and Supply Chain Execution capabilitynLogistics Consultancy support and regional/country program managementMeasure and control lead timeImprove supply chain performanceLower inventory levelsLower cost23THANK YOUFrits de Vroetfvroetsin-24
