New Island Coffee 62 yuan supply chain Management course

A few days ago Amoy Wang Huiwen (the co-founder of the network) to meet me to chat about E-commerce, in my company next to the new island of coffee, the waiter gave him a lively supply chain management class.

After work came to the new island of coffee, seated after he ordered sesame oil chicken rice, I ordered a table steak rice. 10 minutes after my meal sent, a look at the wrong, is the soy sauce ribs rice, with the waiter negotiation, is the waiter remember wrong, let the waiter to inform the kitchen redo. Wang classmate's meal then sent to, in the next 30 minutes, he was finished, urging the waiter 3 times, my meal was late, was no interest, waiter pitiful request I do not return. In the next kindness also do not want to trouble the waiter, just take this to brother Wang talk about E-commerce supply chain:

1. Why do I order the table pork Chop rice, because first start point table fat Cow rice did not (order out of stock change goods, this is the sales forecast error, not enough production order commodity raw material), and table pork ribs rice usually faster (point of people more, order large priority treatment);

2. I ordered the meal quickly sent up but sent the wrong, there are two possible: orders by the front (waiter) to the background (kitchen) When the information error (sickness list) or the background order Processing sorting errors (wrong goods);

3. After I explained the situation to the waiter to inform the kitchen redo, in the foreground into a suspended order;

4. In the period of 30 minutes to suspend the order is not processed, the replenishment speed is too slow;

5. Wang classmate very enthusiastic urging 3 times and I sat still, because I know the new island Orders peak response speed is too slow, no use. Whether the front desk (waiter) or backstage (kitchen) are not flexible processing/production capacity, customer response speed is very slow, and even if the response to the background also did not accelerate the role, only a simple work order to urge information transmission, the latter order processing capacity has been to the bottleneck without redundancy ability, and order production by sowing (a pot of fried n copies of the same dish) instead of picking fruit (one dish fried), can not put the pause order into priority processing.

6. After 30 minutes to send, if I do not want to become a rejection order, coupled with the previous send wrong, if no unlucky eggs happen to point to the same meal, you can only RMA included in the loss of returns or after the sale of good products internal staff digestion.

The supply chain is the value chain, and each node in the chain is serving the last node. Once the upstream node has a problem, the nodes in the rear will produce a chain amplification reaction, and if each node in the chain is not strong enough, a small problem upstream will cause a whole supply chain disaster! An example of a reverse: User disassembly is a good feature that satisfies the user experience, and is influenced by time and geography two dimensions: under what circumstances? Orders have goods out of stock, or the first to send a commodity, such as out of stock goods in the warehousing and then hair, otherwise, the goods from the local warehouse hair out of stock from different locations, not to say that the logic of the complexity, to achieve the premise of users to split orders is less than the number of short order, if the number of words will lead to a significant increase in logistics costs, If the cost is too high, most companies will naturally choose costs and sacrifice the user experience. The reason for the shortage is that the sales forecast/replenishment advice is not accurate enough, why the need for accurate sales forecasts/replenishment suggestions, because the enterprise pursuit of inventory turnover, in order to improve inventory turnover to reduce the stock ratio to reduce unsalable inventory, purchasing staff will be as little as possible to purchase more goods to reduce the spot rate, in such cases, the higher the inventory turnover , the greater the chance of being out of stock, so the enterprise needs to find a balance in the rate of unsalable and out of stock, seeking the balance between cost and user experience in efficiency.

The smooth chain not only affect the first line of business functions, but also affect customer service and after-sale services supporting functional departments. Customer service and after-sale are the departments that expose the problem, but not the problem-generating department. For example, after the sale of the department, is a passive sector, to undertake a large part of the commodity problem is due to the front of the node is not handled well, if the procurement Department of supplier management to do a good job to ensure the quality of suppliers; If the commodity editors do the exact and detailed information about the goods If the storehouse completes the warehousing QC to guarantee the goods quality and the order complete accurate; If the distribution Management Department completes the goods to guarantee the delivery speed/the quality, then the Post-sale department's pressure is very much reduced, can in the limited manpower and the cost investment to do the best user experience. So does the customer service department, if the user interface of the website is simple and friendly, the user Help and self-service function is perfect, the product description is clear, the commodity is not out of stock, the order is processed on time, the distribution is timely, the quality problem is not produced, and the quality problem is solved efficiently. Is the figure customer service mm voice sweet and gentle attitude and customer service mm chat? Like the new island. If there is no wrong meal, there will not be a list of reminders.

Customer service is the firewall between the consumer and the enterprise, carrying the function of helping the customer solve the problem and the internal coordination communication. So the enterprise should provide certain support and authority for customer service: 1. Customer service should be able to quickly and clearly understand the customer's problem in which link, not necessarily tell the customer the real situation, but customer service must know; 2. Customer service in the knowledge of the cause and the link to be able to find the interface of the node in order to convey information and get feedback; 3. Customer service must have a certain comfort to meet the rights of customers. Without the above support and permissions, will appear customer service do not know the actual situation, casually cheat perfunctory customer behavior, different customer service to give a different argument, or can only non-stop to the internal node, but not get feedback and solve, even to the customer's reasonable/unreasonable requirements can not be answered on the spot, Only layer to report delays lead to customer impatience intensified contradictions.

From this we can know that the key to the value chain is synergy. If you want to collaborate, you have to have a restraining mechanism. For example, the procurement department as a profit center should also be a cost center, after-sale costs and logistics costs should be amortized to the procurement department. If not, then the procurement of stock orders in time replenishment and the after-sale problem of supplier coordination to deal with the power? On the contrary, what is the power of the procurement department to require the Logistics department to reduce logistics costs and enhance logistics efficiency? Customer Service Department and aftermarket Department in the forward process of the sales and reverse after-sale process, whether as a business unit to assume customer service satisfaction KPI, and the implementation of a vote for the end system, the formation of internal closed-loop workflow, based on customer satisfaction, to shorten the internal response speed for the purpose of To cooperate with internal departments to provide the requirements and internal satisfaction assessment. Even the internal management of the enterprise is also the case, the HR and administrative departments as the service department, whether by the demand Department KPI evaluation? , such as whether HR timely recruit enough people for the demand department, whether the administrative department in the reasonable cost of money on the basis of the maximum conditions to meet the needs of the department? Of course, this is a relatively far, in short, the enterprise is to establish a chain of internal departments between the interlocking mechanism to achieve mutual supervision, balance, coordination, and accountability of the collaborative assessment Management system. To achieve this goal is based on node control, quantitative management and performance evaluation, the need to establish processes, systems and norms, comb the efficient process, the system is the process of the realization of the system to reflect the real real-time digital indicators to standardize management and evaluation. If enterprises want to be evergreen, have long-term core competitiveness, it is necessary to establish a border system and borderless communication, it is not idealized but must be done.

Talking to Brother Wang. The difference between the traditional retail enterprise and the online retail enterprise supply chain: Although the whole is 0 out, but the characteristics of the procurement end is different, the traditional retail enterprises are many batches, and online retail enterprises are less batches of many batches. At the end of the supply chain, I use cafeteria and new island Coffee For example: the traditional retail enterprise is the cafeteria, WYSIWYG, the retail end to the terminal store shelf display, in fact, 0 of the process is the consumer (diners) to take the goods from the shelves to complete, while the online retail business is the new island coffee, see the menu, Retail end to the hands of customers, 0 out of the process by the online retail enterprises and 3PL (waiter) completed, one more link and cover the whole country and scattered and broken, this is why the distribution is called online retail the last kilometer race.

Finally chatted about some old school, after the meal to leave the new island coffee, brother Wang said: "A meal 62 yuan of dinner in simple and comprehensible understanding of e-commerce supply chain, it is worthwhile to engage in physical online retail is really trouble, I still engage in my information trading platform." "I said:" Next TM will not order the table pork ribs rice ... "Two people laugh good-bye, brother Wang left me to the right.

PS:

1. This month's Web site: Le cool day, fast packet network, love than net and Gome sharp move, concern reason: the first completely to poison tongue it, even if not call robust online, at least can call Lotte Dog what. Lotte after the acquisition of PO old Buy.com, and continue to inject chicken blood bang huge acquisition of France although the largest but loss of 10 years of Priceminister, next Lotte also to enter Thailand and India, services, Simon and three, too happy; the second I want to see how it died, an hour delivery, remember the country of E? The third just revised, the user creates content to do very well, I borrowed from the comments last year, the founding of the two brothers have been QQ chat, a few days ago to Beijing to find me deliberately, not known as better to meet; the last one is just for my best friend old song uncle a face (he repeatedly asked me, but also knelt to beg).

2. Book of the Month: "My Struggle", "work Slave", "founder", "March limit-the power of supply chain". These books are not new books, and they are not so commercial. Reason for recommendation: The first book is the autobiography of Lao Luo, Luo fat is one of my few grassroots idols, the second book is very real, but the boss should not like; The third book is "Circle Trap" the author Wang Qiang's entrepreneurial novel, humorous version of the Entrepreneurial trap; the last one was written by the company's supply chain novel, On the supply chain is also relatively simple and popular, the fictional type of company is similar to my first old club e country.

3. Explain what is face: In the fierce buy online regiment 99 million of the 14-piece set of a sample to send people, I and carving ye is a brother, could have been directly to carve ye take, but in order to support the Zhang Gangzi entrepreneurship, in the fierce buying online spending group, which is to respect the Zhang Gangzi, let him have face and revenue. Then I also micro bo spread a bit, the bad guys and other Zhang Gangzi with Zhang Gangzi face. Although Zhang Gangzi gave me a delivery of Cherry rotten 1/4, although I have not eaten by the strange Department of colleagues to divide up ...

4. Group Purchase and micro-blog: In the United States regiment a long grass villain, readily sent to micro-blog, 9 registered 3 shopping. I was still melancholy. Sina Weibo only has more than 800 fans, I am afraid it is the least with V, now it seems that at least I have a high conversion rate, at least 800 more than 20% with V; 2. Weibo marketing is promising, at least earn a little CPS.

5. The media is terrible: Lee's new article, "12 Years", mentions me when I use "a net friend", hurt feelings, in the bottom of the business is also the leader of the giant bar; the beautiful reporter of the entrepreneurial state let me send a photo of the text, help to ask the sister, I said to see the entrepreneurial state has a sister, she said according to the distribution department statistics have 20% I just learned from the Li Shubin of the beginning of the magazine quoted me at the end of the article, "The VC should be how to choose the B2C:VC and the business," The YA did not say hello to ask me to agree ...

6. Most of the domestic enterprises are experience-driven management, although high-speed development but very easy to large and not strong; data-driven management enterprises with the help of visual management tools, it is possible to achieve fine & standardized management, first strong after strong! For example: To do promotional activities is no more than 3 purposes: 1. Increase the amount of shopping for active Users 2. Activate the shopping frequency of inactive users; 3. Catch new users. Every time we do a big promotion, should take a look at whether it has reached these 3 goals, achieved a few, achieved performance, and these need data support; For example, on-scale clients should establish a user credit system: Order performance Rate (consider the reasons for unjustified/malicious cancellation of orders and rejection/return, etc.), Good credit users can enter the fast after-sale channel, order priority processing, and so on, bad credit users into the anti-fraud blacklist, frozen malicious orders. In short, you're kind to me. You mean I don't bird you, these also need data support; For example, market promotion is to catch new guests back, quite to take weapons to play small animals in the forest, hunting costs (weapon costs = market costs; Missed opportunity/time cost, etc.) Customer relationship management is to raise the small animals, feed the food, raise fat and raise, but also under the baby. In short, it is the shift of the safari community to the Agrarian society, or the need for data support. There are 3 prerequisites for making the data model: 1. Have relevant experience in related industry; 2. Understanding of business knowledge; 3. Underlying data support. Study Taobao Data Cube, lost in the sea of data.

7. A few important considerations about strategic acquisitions: 1. Are the objectives of the acquisition related to our main business? Whether it is the industry chain upstream or parallel vertical category peers, can form an effective supplement; 2. Whether there is a high threshold in this field, we are not good at doing or not able to do, the cost is too high time too long unrealistic; 3. Sales of target /Whether the market share is big enough, it's hard for us and other competitors to catch up; 4. Does the upstream resources of the acquisition target have a unique advantage that is difficult for us and other competitors to acquire; 5. Integration, including business models, business processes, organizational structure, corporate culture, etc., to achieve 1+1>= 2;6. The cost of acquisition is reasonable, including acquisition costs (current and subsequent costs), consolidation costs and continuing costs in order to keep the business leading edge in the future.

8. Black Diamonds to the Davigny: the small bird; The four of them I am most optimistic about the two, because it is the highest sales of the four median, and the bird by the line, nine drilled half dead, Davigny by the bank. The diamond this thing each family's purchase cost is similar, wants to spell the price can only fight the operating cost, but opens the shop to be like the drug addiction, the revenue is quickly up, but the store this fixed cost is always in, the marginal cost is very difficult to fall, even with the commercial real estate price rise this cost And the time and cost of opening a store and the risk of competition are too high. Don't forget Blue Nile's gross margin is 21%, net profit is 4%, the diamond should not be a lucrative business, at least on the line. In the brand competition, price competition and cost competition, the latter two are the advantages of e-commerce, so that who occupy a larger online than the long-term competitive advantage.

9. China B2C12 years, there is a business has just passed its 12 birthday, it 04 years after entering b2c,6 years has been the largest domestic business, the first to obtain a billion-dollar venture capital; the first one to achieve a day two-send POS machine card; After 100 minutes after sale 618 effective orders on the day to break through 100,000, and now launched the first domestic TV ads: online shopping on the Beijing-east, save money and rest assured that Jing-dong, these are both the honor is the past, Beijing East thousands of employees continue to strive forward, more than 12 years.

10. Taobao and Baidu began to exhausted, have hit micro-blog came up. In the next word: The World Hee-hee, all because of profit, the world shoving, all for the benefit. Taobao search and through train move Baidu ranked Cheese first, Baidu do have AH; I said to Baidu a year ago, checks and balances Taobao, rely on the nurturing of the company, do the commodity import diversion.

11. Between Cao User and Cao colleagues, I choose to work with the user Cao colleagues, the user is a god colleague is a nun, who are willing to work with God Cao Sister, hmm. Although most companies are actually the nuns together Cao God ...

12. The open platform is the dinner platform, everyone together to eat, we all have food to eat; The platform is balanced, some people eat more people eat less, but no one can survive people starve to death, at least on the surface to do.

13. With Taobao, Love help, 58 city, Sohu, everyone, public comments and other group buy channel online, I should have said at the beginning of the year: buy more suitable as a platform for a function of the site, rather than an independent website, hmm.

14. Taobao now more and more life platform, which day to launch a marriage dating channel "Amoy marriage" and so I am not surprised, MMM.

15. With me a in the traditional retail enterprises to do the electric trader in the hands of the brothers said: the traditional enterprises in the importance of E-commerce, but also despise e-commerce, attention from the reverie, contempt from ignorance.

16. Our ued dour: User experience is a concept, not a standard, there is a heart for the sake of the user, than is not ued more important.

17. Entrepreneurial grass-roots enterprises face The talent problem: can not find;

18. Top US sales accounted for nearly 60% of the total market share, Long live Matthew effect!

19. The world is going to come again, hinting, calm water under the undercurrent of flow. Recently heard the industry many friends of the company, both senior predecessors also have a hot new, we all feel that the two years is the last bus for business. is absolutely Yan Tian longitudinal surprised a hundred exploits into or is not a flash in the flash, in the next few years, now can not break prophecy words, just hope you will be able to meet the prosperity of tomorrow.

20. To the Chinese fans of Tae-so, Huang Fei-hong's Lion King: "We won a brand, but lost the entire country." ”

21.2010 e-Commerce Annual Meeting: 800 Electric Business, the Beijing-autumn Sheng, want to follow a photo to sign early registration.

The world of IT managers and the list of the top 30 Chinese online retailers, my lover Zhenghaiping students leading planning, a classmate has served in the United States New Egg WA team, now serving as the Chief WA instructor, feel that the list is not allowed to the list of the number of students who do not calculate a quick f he was so black he threw his rotten eggs ~ ~

23. This month's recommended song: Huangzheng's "sell" and Wuqixian "believe the Future", is the man's song, men have a bit of a death knock spirit, wronged to endure, endure in the heart, wronged to remember, in mind. Give me the team, we owe each other a victory!

24. Some people say that under the experience of the ready 30 several strange uncle, embarrassed me ... Even more embarrassing, in the next now is CPO (Chief Rub P unit) ~ ~

25. Anyone who dares to be black is not afraid to black her, is it, Nana? Of course, in addition to the inner rich Lou million ...

26. To a classmate also said to himself: Professional, professional, dedicated, tolerant, tolerant, compatible, calm, smile, calm, firm, strong, persistent, tough.

27. Everything goes the way, to be a winner who knows how to defeat.