FULFILMENT OPERATIONS WEB VERSION: Click Here
“What you need to do is to make sure that they have fully recognised what is different about your business, that you share the same objectives and priorities.”
Let’s get started.
The Kick-off Workshop Set up a meeting as soon as possible to review and verify the outline plan. Make sure this is attended by all the responsible managers from both parties. You should agree and re-confirm the go-live date that everyone is comfortable about working to.
If necessary, for instance if more than one operational area is to be moved, set up working parties for each area. Make sure your project manager can attend all these though.
Schedule a least two top-level Progress Reviews before go-live, where the working parties can report back, and executive decisions to confirm or delay the go-live can be made.
The Working Parties In this scenario the kick-off meeting has established the need for three working parties: Customer Service, Warehousing and Fulfilment, and IT Systems.
The function of each of these is to drill down and focus on the processes in each area in the context of the overall plan, f lush out potential blockers, and report progress back.
By splitting these sessions you may avoid the lack of attention or understanding of issues
...
by some attendees from other disciplines, and achieve best focus and productivity.
Agenda items for each area for the first meetings might well include:
Customer Service • Customer Contact by Channel - Enquiries - Orders - Payment Processing - Returns, refunds
• History & Forecasts • Service Levels • Reporting • Agent Empowerment • Agent Training - Business Values and Culture - User Systems - Product Training - Campaign Training
• Systems Interfaces • Telephony & Number redirection
Warehousing and Fulfilment • SKU range and features • Stock Volumes & Forecasts • Suppliers & Deliveries
Continues overleaf >
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