Track B: Customer Service and Logistics
The efficiency, agility and speed of your global logistics network, coupled with the "last mile" of your supply chain – customer service, can make or break your organization's success in terms of product innovation, growth, retention and satisfaction. To ensure that success, we'll look at the coming transformation in global logistics networks and strategies for optimizing relationships with 3PLs. We'll also look at multichannel order management best practices, how to measure the "customer experience" of your overall supply chain, the five most important consumer-centric supply chain initiatives you can implement now.
Gartner Keynote: Survive or Thrive in an Age of Uncertainty
23 July, 2012 (09:30 - 10:15)
CEOs are laying down a call to action for supply chain executives to help their organizations not merely survive, but to thrive, in this age of uncertainty. An ensemble of Gartner’s leading analysts will look at the strategies and actions successful supply chain leaders have taken, and will continue to take, to rise to this challenge and create world-class supply chains that contain costs, drive efficiency, mitigate risk and inspire through innovation.
Guest Keynote: Visible Innovation
23 July, 2012 (10:45 - 11:30)
Global Logistics 2020: An Avant-Garde Exploration of the Future of Global Logistics
23 July, 2012 (11:45 - 12:45)
By 2020, the business models and practices of today's global logistics will be archaic. Incremental change and improvement will no longer sustain competitive parity, let alone advantage. We'll discuss the business forces propelling this fundamental reform, the radical innovations emerging in some industries to address the need, and how technology will enable this revolution.
Transforming Logistics Outsourcing: From Transactions to Business Outcomes
23 July, 2012 (14:15 - 15:15)
Studies show most companies outsource at least some supply chain activities, and logistics is often among them. Supply chain leaders must understand the relationship between supply chain strategy and logistics outsourcing. As you revise strategies and become more advanced in your supply chain practices, you'll have to change how you work with 3PLs, and may even have to change your 3PL. We'll identify best practices in logistics outsourcing strategy, and also best practices for evaluating 3PLs.
Multichannel Order Fulfillment: Applying Lessons from Retailers
23 July, 2012 (16:30 - 17:30)
Consumer expectations are pushing retailers to be more dynamic and agile in how they structure their supply chains and leverage inventory across channels. But infrastructure challenges and cultural hurdles stand between retailers and a more consumer-centric model for order management and fulfillment. We'll present findings from a survey about consumer-centric order management, and show how leading companies are benefiting from investments that leverage more-dynamic fulfillment.
Solution Showcase Networking Reception
23 July, 2012 (17:30 - 19:00)
Gartner Keynote: The Gartner APAC Supply Chain Top 15 Revealed!
24 July, 2012 (09:30 - 10:30)
Gartner analysts will reveal the companies comprising the APAC Supply Chain Top 15. Gartner Research annually ranks supply chain organizations based on various operational and financial metrics, Gartner analyst voting, and supply chain executive peer voting. For the first time this year, we'll unveil the Top 15 supply chains from companies headquartered within APAC.
Resiliency in Uncertain Times: Inside Lenovo’s Hybrid Supply Chain Strategy
24 July, 2012 (10:30 - 11:15)
Building strong supply chain resiliency necessary to thrive in today’s rapidly changing and fiercely competitive technology industry demands unconventional approaches. Mr. Gardner will describe and provide insight into Lenovo’s innovative hybrid manufacturing strategy, through which the company effectively orchestrates a carefully balanced mix of in-house factories and outsourcing partners to produce its PC product portfolio for the global market. Hybrid manufacturing enables the company to optimize control, flexibility and responsiveness across its global operation. Mr. Gardner will illustrate the potential benefits of this strategy through a discussion of how it helped Lenovo outperform its industry peers during periods of severe parts supply disruptions in 2011.
Supporting the 2012 Consumer: The Five Most Important Consumer-Centric Supply Chain Initiatives
24 July, 2012 (11:45 - 12:45)
Today’s ever-changing shopper places a premium on responsive supply chains. We've identified five key initiatives that will make your supply chain more responsive to fluid consumer requirements. We'll also help retailers understand the business benefits of responsiveness, and the change management hurdles you need to overcome.
Beyond the Perfect Order: Measuring the Customer Experience of Your Supply Chain
24 July, 2012 (14:00 - 15:00)
Companies use fulfillment metrics (e.g., case fill rates and perfect order) to measure customer satisfaction, but these don’t tell the whole story: A company can have near-perfect delivery performance but unhappy customers. Leading companies are moving beyond the perfect order, combining qualitative and quantitative metrics to understand and measure what customers value, and drive the right supply chain response to increase customer satisfaction and grow collaborative relationships with customers.
Lessons Learned from Gartner's Fifth Annual SCM User Wants and Needs Study
24 July, 2012 (15:30 - 16:30)
ll highlight findings from the 5th annual Gartner SCM User Wants and Needs Study, which strives to better understand how supply chain organizations are responding to everyday business challenges. We analyze the responses of several hundred SCM users, looking at what they identify as their opportunities, challenges and priorities for investing in SCM processes and technologies.