scm-4 how to position customer order management colleen roberts, product marketing manager

SCM-4 How to Position Customer Order

Management

Colleen Roberts, Product Marketing Manager

PeopleSoft Proprietary and Confidential © Copyright 2002 PeopleSoft, Inc.

What’s the opportunity to sell Customer Order Management in 2004?

Over 50% of companies plan to

replace or significantly enhance

their Order Mgmt systems in next

two years.

Source: AMR Research

Customer Order Management was the highest

PeopleSoft revenue SCM product category in

target industries last year.


Today’s Business Realities

• More than half of companies have more than one Order Mgmt system:


• Challenges of Disparate Systems

•2/3 have partial or no integration, 68% of integration is hard coded

•50% have none or limited product and customer standardization

the average company has 5+

•43% of companies make one or more acquisitions per year

•61% of companies sell through an indirect channel

•45% of customers place orders through more than one channel


Customer Example

Benefits

• Order to Pick from 24 hours to < 15 min.

• Near real-time order confirmations

• Manage increased volume and complexity: 3,000 orders/day on 300,000 SKUs

PeopleSoft Products

• Order Management

• Inventory

• Billing

• Production Planning

• Production Management

Moved from three disparate order management systems to a single, flexible system.

“PeopleSoft supported our needs to takethousands of stock and customized orders per day, pick and ship them within an hour of receipt, and manage lot tracking on a product line of about three hundred thousand SKUs.”

Doug McClure, Director, Enterprise Applications


Industries with highly fragmented systems… and available budget to fix

Chemicals

High Tech Manufacturing

Consumer Goods

Top 3 Industries

• Single, integrated order management system

• Order visibility across supply chain

• Single, shared customer record

Top Priorities:



In summary: Many companies will replace their order management systems

Gartner agrees…

In 2004, a market resurgence for ERP will come…[from the need to] replace fragmented applications with a single …. integrated ERP application (0.8 probability).

In the traditional markets (such as manufacturing and distribution), users will focus on consolidating vendor offerings….

Gartner, November 2003


Q1: What percentage of companies plan to replace or significantly enhance their Order Management systems in the next 2 years?

a) 20%

b) 30%

c) 40%

d) 50%


Agenda

• The opportunity for Customer Order Management

• Selling Strategy & Tactics• Target Industries• Pain Chain• Value Messaging and Power Positions• When to Position Enterprise & EnterpriseOne

• Solution Overviews• Cross Sell / Upsell Opportunities

• Competitive positioning

• Customer Win Stories

Questions?

Selling Strategy and Tactics

SELECTIONLEAD &

CONTROLDISCOVERYQUALIFYPRE-QUALIFY

CLOSED/TRANSITION

NEGOTIATION


Target SCM Industries

Life Sciences

Automotive

Wholesale Distribution

Consumer – Food & Beverage

Consumer - Durables/Personal & Hsehld/A&F

Industrial Manufacturing

High Tech Electronics

Chemicals & Lubricants

Paper & Packaging

Downstream Energy

Pre-Qualify

725+

400+

630+

600+

900+

800+

450+

170+

100+

125+


Customer Order Management Pain Chain

CEO/CMO/Sales/CFO

Pain

“What do you mean we can’t support expanding our order channels?”

“You mean I have to talk to another dissatisfied customer??”

“We need to get revenue and profit levels up to the best in our industry”

Business Driver

• Expand order channels with unified view

•Reduce lost / dissatisfied customers

•Revenue and profit growth

Qualify

Added new online order channel

Increased order rate 15% without added staff

Reduced build-to-order lead time 50%



Operational Management

Pain

“I don’t know how effective each promotion is, yet we spend a lot of money on promotions”

“Our order administration costs are too high… too many people…”

“We keep losing orders to competitors because they get delivery promises to people faster”

“We can’t measure our order fulfillment effectiveness, like our percentage of perfect orders”

Business Driver

• Effective promotions spending

•Reduce costs of order management, increase efficiency

•Reduce lost orders

•Ongoing performance measurement

Qualify

Promising orders used to take as long as 2 hours, now 45 seconds

Discount structures moved from giant Word document… now organized and easier to manage

97% on-time delivery (up 19%)

Order processing time reduced 20%



Evaluation Team

Business Driver

• Accurate order management

•Fast order entry, automated efficient price management

•Information visibility for customer service excellence

Qualify

Pain

“We spend so much time fixing order and fulfillment errors for customers”

““It takes too long to enter orders and keep pricing up to date”

“We can’t see all the information we need to take orders from customers and answer inquiries”

20% increase in order accuracy

10% increase in sales volume

Effectively handled 400% increase in call volume

Automatically generating 300 customer price quotes daily based on changing commodity costs



Technology Team

Pain

“We can’t cope with the integration of too many fragmented order management systems“

“We need a system that can scale as our company grows, so we don’t have to replace the software again too soon”

“We have to handle too many questions from our order entry staff… the software is too difficult to use”

Business Driver

• Total cost of ownership

•Scalability

•Ease of use, ease of maintenance

Qualify

Pain

“We can’t cope with the integration of too many fragmented order management systems“

“We need a system that can scale as our company grows, so we don’t have to replace the software again too soon”

“We have to handle too many questions from our order entry staff… the software is too difficult to use”

50% reduced Quote Lead Times (30 days to 15 days)

97% to over 99% inventory accuracy

2.0 to 0.5 FTE IT Support Staff

100% System Reliability (no downtime since inception)


“Value” Messages Lead & Control

Integrated, single view of all order management Integrated, single view of all order management

Reduce costs, increase revenue and profitsReduce costs, increase revenue and profits

Consistent customer service excellenceConsistent customer service excellence


Q2: Which of the following are target industries for PeopleSoft Customer Order Management?

a) Life Sciences

b) Consumer Products

c) All of a, b and c

d) Paper & Packaging


Q3: By what percentage did PepsiAmericas improve order accuracy?

a) 50%

b) 0%

c) 10%

d) 20%

The $10 million dollar question:

Which SCM Product Family do I sell?

Lead & Control


What should I consider before recommending Enterprise or EnterpriseOne Supply Chain Management?

Lead & Control

What is the customer’s financial solution?• If Enterprise, then position Enterprise SCM• If EnterpriseOne, then position EnterpriseOne SCM

Existing Customer?Leverage software

already installed

Areas to Consider:



Lead & Control

•EnterpriseOne and World run natively on IBM iSeries (AS/400)• 30+% of EnterpriseOne customers, 100% of World customers

•EnterpriseOne is the leader in SCM solutions on iSeries

•No other Tier 1 competitors run natively on iSeries


already installed

Must have iSeries? EnterpriseOne

Areas to Consider:



Lead & Control

How does the prospect Deploy, Buy and Use software?

Mid-market Buying Criteria? EnterpriseOne


already installed


Areas to Consider:



Which Industry?Consider Industry

Matrix



already installed


Lead & Control

Areas to Consider:


Industry EntOne Enterprise RationaleM&D IndustriesWholesale Dist: Food & Beverage x Catchweight (dual units of measure) functionality, customer referencesWholesale Dist: Industrial midmarket x x EnterpriseOne available now, or Enterprise wholesale distribution functionality available 2005Wholesale Dist: Industrial upmarket x Wholesale distribution functionality in 2005 roadmapWholesale Dist: Life Sciences x Electronic signatures, customer references

Consumer: Food & Beveragex

Process manufacturing, catchweight (dual units of measure), blend/grower mgmt (2004 roadmap) functionality, customer references. Note Enterprise if trade promotions mgmt critical

Consumer: Personal/householdx

Process manufacturing functionality, customer references. Note Enterprise if trade promotions mgmt critical

Consumer: Apparel & Footwear x Product Variants (size/color/style) functionality. Note Enterprise if trade promotions mgmt criticalConsumer: Durables x x Customer references. Note Enterprise if trade promotions mgmt criticalIndustrial: Industrial Manufacturing x Engineer-to-order and lean manufacturing functionality, customer referencesIndustrial: Automotive x Demand scheduling functionality (Q2 2004), customer references

Industrial: High Tech manufacturingx x

Engineer-to-order and lean manufacturing functionality in EnterpriseOne, customer references in Enterprise and EnterpriseOne.

Industrial: High Tech outsource buyer x Enterprise roadmap for outsourcing functionalityLife Sciences: Medical Devices x Electronic signatures, customer referencesLife Sciences: Pharmaceuticals x Electronic signatures, customer references

Asset Intensive / PSIChemicals & Lubricants x Bulk stock, agreements, dual units of measure, process routing functionality, customer referencesDownstream Energy x Bulk stock, agreements, dual units of measure, process routing functionality, customer referencesPaper and Packaging x Dual Units of Measure, Product Variants functionality, customer referencesReal Estate x Real Estate solution, customer referencesConstruction x Home Builder solution, customer referencesEngineering and Design x Customer referencesMining x Customer referencesStaffing/Services x SRM Services procurementCommunications x SRM functionality, customer referencesUpstream Energy/Utilities x SRM functionality, customer references

Financial Services x SRM functionality, customer referencesEducation & Government x SRM commit control functionality, customer references

Industry Matrix Lead & Control



Lead & Control

Which Industry?Consider Industry

Matrix



already installed


Areas to Consider:

GUIDELIN

ES ONLY


Q4: If your prospect insists on the iSeries platform, you will position the EnterpriseOne solution.

a) I don’t know

b) I don’t remember

c) False

b) True


Power Positions Lead & Control

Industry ProvenIndustry Proven

Configurable and FlexibleConfigurable and Flexible

ComprehensiveComprehensive


Target SCM Industries

Life Sciences

Automotive

Wholesale Distribution

Consumer – Food & Beverage

Consumer - Durables/Personal & Hsehld/A&F

Industrial Manufacturing

High Tech Electronics

Chemicals & Lubricants

Paper & Packaging

Downstream Energy

725+

400+

630+

600+

900+

800+

450+

170+

100+

125+

Lead & Control


Industry Fit – PSFT solves Industry “Must Haves”

Industry Industry Must-Haves E EO

Industrial Manufacturing Multi-attribute items (Product Variants)

ETO quoting in Manufacturing Mgmt

Configured items processing

Capacity/item reservations

High Tech Electronics Serial Genealogy

RosettaNet support

Consumer

Perishable goods

Meat processing

A&F, Sporting goods

Complex pricing

Trade promotions management

Lot control

Catchweight (Dual units of Measure)

Size/Color/Style (Product Variants)

Life Sciences FDA Compliance – CFR part 11

Lot Track and Trace

Charge backs and rebates


Industry Fit – PSFT solves Industry “Must Haves” (cont’d)

Industry Industry Must-Haves E EO

Automotive Demand Scheduling / Release Accounting

Asset Intensive

Paper & Packaging

Chemicals /

Downstream Energy

Product Variants

Dual Units of Measure

Bulk Stock Inventory

Agreement Management

Wholesale Distribution Complex pricing

Multi-branch support

(Other must-haves depend on the type of products distributed – see above)


Configurable and Flexible

• Enterprise• Business rules• User preferences• Tool set

Lead & Control

• EnterpriseOne:• Order Activity Rules• Advanced Preferences• Processing Options

• Process Modeler for both Enterprise and EnterpriseOne


Comprehensive: EnterpriseOne Supply Chain Management Solution

• Manufacturing Management

• Quality Management

• Requirements Planning• Engineer-to-Order

• Procurement and Sub-contract Management

• Buyer Workstation• Supplier Self-Service

• Inventory Management• Bulk Stock Logistics• Warehouse Management• Transportation Management

• Sales Order Management• Advanced Pricing• Order Promising• Agreement Management• Product Variants• Base Configurator

• Service Management• Customer Self-Service

• Product Data Management

• Demand Forecasting• Demand Consensus• Strategic Network

Optimization• Production and

Distribution Planning

• ProductionScheduling-Process

• ProductionScheduling-Discrete


Comprehensive: Enterprise Supply Chain Management Solution

• Manufacturing • Flow Production• Quality Management

• Strategic Sourcing• Purchasing• eProcurement• Services Procurement

• Inventory

• Order Management• Order Capture Self Service• Product Configurator• Promotions Management• Billing• eBill Payment

• Support• Field Service• HelpDesk

• Engineering• eProduct Management

• Demand Planning• Inventory Policy

Planning• Supply Planning --

Multisite Material Plannetr

• Supply Planning –Advanced Multisite Planner

• Catalog Mgt• eSupplier Mgt• Collaborative

Supply Mgt• SRS


Power Positions Lead & Control

Industry ProvenIndustry Proven

Configurable and FlexibleConfigurable and Flexible

ComprehensiveComprehensive

Questions?


Q5: Which solution family has configurable order activity rules?

a) Enterprise

b) EnterpriseOne

EnterpriseSolution Overview

Lead & Control


Enterprise Customer Order Management products (SCM 8.8)

• Order Management

• Promotions Management

• Product Configurator

• Billing

• eBill Payment________________________• Inventory• Analytics• Order Capture Self Service• Support• Sales

Other Enterprise products to position:


SCM 8.8 – Customer Order Management enhancements

Order Entry Self ServiceOrder Entry Self ServiceEnterprise PricerEnterprise PricerCross DockingCross DockingFulfillment WorkbenchFulfillment WorkbenchAdditional Trade Promotion TypesAdditional Trade Promotion TypesGeneric Credit Card IntegrationGeneric Credit Card Integration

Release Themes:•Compliance and Best Practice•Total Ownership Experience•Global and Industry Enhancements


Customer Order Management Key 8.9 Enhancements

• Mass Maintenance

• Cost-plus Pricing

• Enterprise Order Management Integration to EnterpriseOne• First step towards Shared Services/Distributed

Demand Management (DDM)

EnterpriseOneSolution Overview

Lead & Control


EnterpriseOne Customer Order Management products

• Sales Order Management

• Advanced Pricing

• Base Configurator

• Order Promising

• Agreement Management

• Product Variants

Other EnterpriseOne products to position:

________________________• Sales Management Analytics• Customer Self Service• Sales• Support


SCM 8.9 – Customer Order Management enhancements

Product Variants (Size/color/style)Product Variants (Size/color/style)Pricing and PromotionsPricing and PromotionsOrder-to-Cash enhancementsOrder-to-Cash enhancementsReservations Management (Order Promising)Reservations Management (Order Promising)Cross DockingCross DockingDual Units of Measure (Catchweight)Dual Units of Measure (Catchweight)Enhanced Lot ControlEnhanced Lot Control

Release Themes:•New ways to drive revenue and gain operating efficiencies•Meet industry-specific business process needs


Results of SCM 8.9 release

• 300+ enhancements, 30 new/enhanced modules

• 230+ shipments ww (Install Base/New), first live

• Analyst coverage: reports/articles

“The new modules and enhancements, which are far too many to list here, follow in J.D. Edwards' tradition...to provide good, pragmatic solutions that address the heart of their customer base...” John Moore, ARC Advisory Group


Nth Am Press Coverage: 50+ articles, coverage in 90% supply chain publications, 60% of coverage put enhancements in industry context

J.D. Edwards has [kept its] vow to push out more products in the next 24 months than it has in any other two-year time frame – Computerworld

For consumer goods companies, the software provides pricing and promotion management, inventory and order management, enhanced lot control and cross docking and profit management. For industrial manufacturers and distributors, the software enhancements are in engineering project management, product configuration management, …. – InternetWeek

J.D. Edwards has announced a slew of enhancements to its ERP and supply-chain applications. Many of the upgrades cluster in particular vertical market areas, such as... – CRMDaily


PeopleSoft EnterpriseOne Customer Order Management Summary Roadmap

2004

8.10 Release 8.11 ReleaseOrder Promising

Configured item support for Order Promising.

TOE: Integrated EnterpriseOne CRM

Single context for EnterpriseOne applications for increased usability, lower complexity, and overall lower total cost of ownership.

Includes CRM integration to Order Promising.

Integration of Enterprise CRM Order Capture

Integration to EnterpriseOne Sales Order Management – Phase II.

TOE: Sales Order Management new User Interface

Streamline order taking process and reduce number of clicks to enter an order.

Demand Scheduling Execution – new module

Support for release accounting, cum management, forecast smoothing and EDI requirements. Primarily for the automotive industry.

TOE: Base Configurator new User Interface

Streamline management of configured items.

Base Configurator

Integration to Customer Self Service. Integration to Order Promising.

Engineer-to-Order integration

Integration with Sales Order Management for shipping of ETO products.

TOE: Sales Order Management

Transaction Processing for data integrity during program runs e.g. sales update.

Shared Services phase I

Item master synchronization, HCM-Manufacturing integration, and Procurement integration between Enterprise and EnterpriseOne.

Q2 Q4

Future functionality plans subject to change


What is Demand Scheduling / Release Accounting?

Many order management business models in industrial manufacturing look like:

CustomerPlaces Order

OrderPromise

Order Accepted

Manufacture& Deliver

Release accounting supply chain model looks like:Long term

contractnegotiated

Daily schedules/forecasts received

Net schedulescalculated

Manufacture, deliver,

send ASN

Requirements: •Track contract compliance•Calculate CUMs•Auto pack-size rounding calculations•Packaging BOM, Pack records & scanning, ASN & Acknowledgements


Cross-Family Opportunities

• Into Enterprise deals:• Order Promising (custom integration / roadmap)

• Into EnterpriseOne deals:• Promotions Management (custom integration /

roadmap)• Enterprise CRM (shared services model)

• Order Capture (gateway to Enterprise CRM)• Order Capture self service (B2C)• Sales / Support and other CRM


Q7: Is Enterprise CRM integrated to EnterpriseOne SCM?

a) No

b) Yes

Competitive Positioning

Lead & Control


Competitive Analysis

Dual Units of Measure(Catchweight)

Product Variants

Complex Pricing

Trade Promotions

Engineer-to-order Quoting

Lot Control

Profitable-to-PromiseTier 1 – feature/functionality alone won’t win. Tier 2 – our feature/functionality advantage will help.


SAP -- Strengths & Weaknesses

STRENGTHS:

– Mind & market share in most verticals (37% OM share, per AMR)

– Scaled to handle corporate-wide deployment. Geared to centralized order-to-cash processes.

– Strong functionality• returns management• pricing/discounts• Collaborative master data mgmt.

– Tight integration to other mySAP modules.

WEAKNESSES:

– Complex configuration and maintenance

– e.g., dual units of measure

– Order Management in both core R/3 and CRM

– Different functions in each– Common data model?

– Lack of agility after installation

– Risky implementations and upgrades

– Lower customer satisfaction

PEOPLESOFT DIFFERENTIATORS:– Easy, agile configurability of solution

– Common data model between SCM and CRM (EnterpriseOne)

– Profitable-to-Promise capability

– High customer satisfaction


Oracle -- Strengths & Weaknesses

STRENGTHS:

– Tight integration of technology stack: applications, database, and toolset

– Brand awareness and large Database customer population.

– Robust components across Order Management, SCM, and Fulfillment (11i)

– Some vertical-specific capabilities (e.g., order provisioning for Telecom)

WEAKNESSES:

– Weak replenishment function.

– Order Management, WMS, TMS, order promising are complex to install.

– Batch data flows (concurrent job managers)

– Low customer satisfaction

– Lack of inter-operability (APIs)

PEOPLESOFT DIFFERENTIATORS:– Platform independence

– Configurability and inter-operability– High customer satisfaction– Common data model between SCM and CRM (EnterpriseOne)– Color/size/style, and Profitable-to-Promise capability


Intentia -- Strengths & Weaknesses

STRENGTHS:

– Industry-specific capabilities• product variants (Fashion)• campaign management &

catchweight (Food)

– Flexible processing options• Multiple order types

• Advanced pricing

– Offer bundled solutions (software and installation)

WEAKNESSES:

– Weak transportation mgmt function

– Java platform ported from RPG code

– Highly trained consultants required

– Consulting and support staff stretched thin – only about 10-12 product consultants in USA

– Finances and cash flow (8 consecutive losing quarters)

PEOPLESOFT DIFFERENTIATORS:– Pure Internet architecture and PeopleTools toolset– Corporate viability and brand mindshare– Service and support staff– Common data model between SCM and CRM (EnterpriseOne)– Profitable-to-Promise capability


Microsoft (MBS) -- Strengths & Weaknesses

STRENGTHS:

– Brand name recognition and ubiquitous operating platform

– Value proposition for SMB market

– Extensive VAR channel

WEAKNESSES:

– Basic functionality

– Lack of core vertical capabilities

– Multiple product lines needing rationalization on .NET platform

– Inconsistent quality of re-seller partners

– Scalability-challenged

– Poor globalization

PEOPLESOFT DIFFERENTIATORS:– Robust functionality– Pure Internet architecture– Common data model between SCM and CRM (EnterpriseOne)– Scalability for SMB and large enterprises– Direct sales, support, and service


Q8: Which of PeopleSoft’s competitors offer Profitable-to-Promise functionality?

a) SAP

b) Oracle

c) None of these competitors

d) Microsoft


Q9: Which of the following are advantages that PeopleSoft has over Microsoft?

a) Pure Internet Architecture™

b) Deeper functionality

c) A direct sales and support model

d) All of the above

Customer Win Stories

Carlton & United Breweries (Australia, EnterpriseOne)

Belvedere (Canada, Enterprise)

Dorel Juvenile Group (US, EnterpriseOne)


How we won the deal at Carlton & United Breweries (CUB)

Business Driver: Enable a new Business Strategy: To become Australia's Leading Beverage Company. That is, truly multi-beverage, with a focus firmly on growth opportunities across multiple beverage types within Australia.

Existing System Problem: Order Management being handled by System ESS within the Oracle CPG Offering sold in 1997 now unsupported.

Key Buying Criteria:

• Feature/function

• References

• Integration

• Vendor Relationship

WHY We Won:

• References met their requirements

• Comprehensive FMCG solution

• Low risk implementation approach

• Scalable technology for high volumes


Our References

Sold To 25,000 Ship To 30,000 500 orders per hour 50 people taking phone orders 45,000 truckloads per week 500 Carriers

Sold To Customers 25,000 60,000 SKUs Up to 20,000 order lines a day 70% of orders by phone 400 users & 500

Carriers

Edward Keller Limited Hong Kong

Sold To 15,000 Ship To 50,000 23,000 SKUs Up to 250,000 order lines a day 10% of orders online over phone

6,000 Deliveries per Day

22 Plants Live 85 Additional Plants to be rolled

out Moving away from Oracle CPG

New Zealand Dairy Foods

Sold To Customers 8,000 600 SKUs, 90,000 Pricing records Up to 30,000 order lines a day 75% of orders by phone Moving off Oracle CPG


Scalable Technology

0

20

40

60

80

100

%

Mon Tue Wed Thu Fri Sat Sun

The CUB Order Volume Challenge:

Standard ClientsDatabase

Server

Application Server(OW Security & BSFNs)

TerminalServers

Application Server(OW batch and shared services)

ERPFail-OverClustering

DBMSFail-OverClustering

LocalDirector

WebServers

ServerNetwork

ServerNetwork

Secondary BSFN Fail-overSecondary Security Server

HTTPLoad Balance

Group

ICA/RDPLoad Balance

Group

Standard ClientsStandard ClientsDatabase

Server

Application Server(OW Security & BSFNs)

TerminalServers

Application Server(OW batch and shared services)





LocalDirector

WebServers

WebServers

ServerNetwork

ServerNetwork

Secondary BSFN Fail-overSecondary Security ServerSecondary BSFN Fail-overSecondary Security Server

HTTPLoad Balance

Group

HTTPLoad Balance

Group

ICA/RDPLoad Balance

Group

ICA/RDPLoad Balance

Group

Example of a Scaleable High Availability Solution

EnterpriseOne Technology can be configured to accommodate CUB’s

demands for performance and availability


How we won the deal at Carlton & United Breweries (CUB)

EnterpriseOne Modules Purchased:

• Sales Order Mgmt

• Advanced Pricing

• Agreement Management

• Product Variants

• Procurement

• Inventory

• Accounts Receivable

• Transportation Mgmt

• Warehouse Management

Key Points:

• Adopted a problem solving approach

• Established credibility early via references

• No software demo until the end (SCM 8.9 is powerful in CPG)

• Consistently strove to exceed their expectations

• Quest Global to see the passion

• Corporate visit to observe the infrastructure & culture

• Strove to set a customer service benchmark that Oracle could not match


Belvedere International

Benefits

• Implementing vanilla system >lower costs

• Promotions allows more effective campaigns with vendors

• Allows continued growth without adding staff to handle increasing volume

PeopleSoft Products

• Order Management, Billing, Promotions, Deductions-AR

• Inventory, Purchasing

• Production Planning

• Manufacturing

• Financials

Business Issues• Previous system highly customized

• Difficult and time-consuming to plan and track marketing promotions with channels

• Trade spend on in-store promotions can be 80% of the marketing cost

“PeopleSoft is well positioned to support consumer goods manufacturers by offering a closed loop promotions management and deduction solution”

Brahim Hoosein, Manager, IT


How we won the deal at Dorel

Largest Customers:

Wal-Mart

Toys-R-Us

Target

DJG is a $600M manufacturer and distributor of child safety products based in Columbus, IN



DJG Profile:

•AS/400

•MAPICS, Baan, Custom

•Manual Entry and/or custom

integration

•6,500 Orders Per Week

•80% of orders via EDI

•12 Customer Service Reps

Order Management Requirements:

•Support Complex Pricing and Commission Formulas

•Provide an easy to use customer web interface

•Provide a level of integration that delivers visibility

throughout the order cycle.

From Dorel’s RFP:

“Today, it takes several phone calls to gather basic data

on product, order status and key customer information”.



Benefits Realized To Date:

•Re-allocated 2 FTE from Customer Service Team

•Avg. inbound call times reduced by over 100% (9 min to 4 min)

Projected Benefits (after Phase II is completed):

•Fewer inbound calls (customer self-service)

•Reduction in pricing discrepancies resulting in lost dollars

Why We Won:

•EnterpriseOne Pricing•Customer Self Service•Application Integration (especially with CRM 2.0)•Industry commitment / investment

Who We Beat:

•Oracle

What They Bought:

300 Concurrent Users Demand Management

Tech and App Foundations Production Scheduling

Sales Order Management Order Promising

Advanced Pricing Time and Expense Management

Quality Management Customer Self-Service

Requirements Planning Supplier Self-Service

Manufacturing Management CRM 2.0

Logistics Execution Human Resources Management

Procurement Management Employee Self-Service

Conclusion


Key take-aways for Customer Order Management

Opportunity:Highest SCM revenue category in target industriesHighest SCM revenue category in target industries

Over 50% companies plan to replace/enhanceOver 50% companies plan to replace/enhance

Why PeopleSoft? Industry Proven Industry Proven

Configurable and FlexibleConfigurable and FlexibleComprehensiveComprehensive

Value Messages to Address Pain:Integrated single view of all order mgmtIntegrated single view of all order mgmtConsistent customer service excellenceConsistent customer service excellenceReduce costs, increase revenue/profitsReduce costs, increase revenue/profits


Where can I get more info?

• Field Connection:• Products & Services > SCM > Customer Order

Management

• Knowledge Garden (until end March):• JDE 5 > Products > Supply Chain Management• Also SCM/HCM/FM Suite 8.9


End of 2004 with Customer Order Mgmt:Deals won, clients delighted,

Quota reached

TIME TO RELAX

scm-4 how to position customer order management colleen roberts, product marketing manager

Documents

confidential copyright

operation momentum hottalk

order mgmt systems

customer examplebenefitsorder

fragmented systems

manufacturing distribution35

product line

half of companies