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Web Fulfillment

Web Fulfillment. University of Minnesota Case Study Kevin Becker Martha Hoppe. Goals of the presentation. Background Fulfillment Process Physical Setup Staffing Credit Card Processing Interfaces with UPS Interface with RATEX Feedback Tools Future Directions Open Discussion.

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Web Fulfillment

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  1. Web Fulfillment University of Minnesota Case Study Kevin Becker Martha Hoppe

  2. Goals of the presentation • Background • Fulfillment Process • Physical Setup • Staffing • Credit Card Processing • Interfaces with UPS • Interface with RATEX • Feedback Tools • Future Directions • Open Discussion

  3. Background

  4. $1.65 Million in sales in 2003-2004 (7%) • $113,500 in shipping in handling

  5. Background • Fall Rush 2003 - Textbooks • 4075 orders between July 15 and Sept. 30 • 1191 (30%) came the week before rush • 700 came the Wednesday before rush • Average textbook order price $175.00

  6. University wide authentication • Common user name and password • Extra security

  7. Multiple store units • Users are assigned default store • Can change stores

  8. Background • Exports from RATEX nightly • No intentional backorders • No reservations • Ship to residence halls without specific room number • Substitute new/used automatically

  9. Background • Server Background • Two servers (web and database) • SunOS • Oracle9i • Remote/Outsourced administration

  10. Fulfillment Process • Step 1 • Print orders

  11. Fulfillment Process • Step 2 • Pull Books • Step 3 • Adjust order if needed. • Delete • Backorder • Switch new for used

  12. Fulfillment Process • Step 4 • Post Order • Charges credit card • Prints packing list/receipt

  13. Physical setup • Dedicated area for packing with supplies nearby • Easy access to scale • Easy access to computer • Handle each package as little as possible • Have enough space to avoid mixing up paperwork

  14. Staffing • Dedicated staff during rush • Shopping shifts to staff from customers • Shipping and packing increases • Technology staff increases

  15. Online Credit Card Processing • No declined cards after picking • No bad credit card numbers • More fraud protection (CVV2) • No credit card number stored in RATEX • No credit card numbers printed on pick lists.

  16. Online Credit Card Processing • YourPay (formerly SurePay) processes card information. • Created a tender for YourPay • Settlement is done on-line. • Balanced against register reports • Can exclude numbers, names and domains • Can alter orders before finalizing • Can charge at time of shipping not purchase

  17. Online Credit Card Processing • Negatives • Refunds are complicated • Two different settlements • Final shipping order must be precise

  18. Interface with UPS • Steps to interface • Create a view in Oracle with the database fields needed. • Install UPS WorldShip • Load ODBC client onto PC • Configure WorldShip • Open key entry window • Enter order number • Ship • Customer is emailed shipping notification and tracking number

  19. Interface with UPS • Production increase • Max orders per day before interface - 250 • Theoretical max per day after interface - 1000 • Data entry errors are gone • Label sensor stops mislabeling. • Pitfalls • “highway hypnosis” • Entering wrong order number • Wrong paperwork with package

  20. RATEX Interface • Preliminary work • Registers need to be created in POS and SALES (special range of numbers) • Web registers are created based on IP addresses • Each workstation is given a register number • Export cashier numbers daily

  21. RATEX Interface • Web fulfillment closed, file created • ED SALES.MPQ SM-PROCESS.LIBERTY • Enter code below, before the line [SALES.MPQ BUILD.SALES.CRD.LIBERTY • 0020: HRUN USER.BP PROG.NAME • 0021: P • The program reads the text file and creates records in the VST format and writes them into POS.VST.UPLOAD and POS.VST.YTD • Sales processing runs and updates TMF’s and SALES files

  22. RATEX Interface • Drawbacks • Major - disrupts real-time inventory • No POS.EJF file • File not getting loaded correctly • Save copies of transaction files

  23. Feedback tools • Web Statistics • Web reports • Surveys

  24. Web Statistics - Webalizer

  25. UBIT Report

  26. Revenue Report

  27. Customer Surveys • Email follow ups • Pop-up Surveys

  28. Future Directions • More frequent product update • Moving to “real time” updating • Student account charges • Normalizing data for export from RATEX • Auto transfers from warehouse to store • UPS address verification up front • Textbook pre-orders • Customer order status and history online • Pop-up surveys • Gift registry

  29. Group Discussion

  30. Thank you • Questions can be directed to: • Technical • Kevin Becker becke008@umn.edu • Operational • Martha Hoppe hoppe020@umn.edu

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