Web Fulfillment University of Minnesota Case Study Kevin Becker Martha Hoppe.
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Transcript of 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
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
Background
Exports from RATEX nightlyNo intentional backordersNo reservationsShip to residence halls without specific
room numberSubstitute new/used automatically
Background
Server Background– Two servers (web and database)– SunOS– Oracle9i– Remote/Outsourced administration
Fulfillment Process
Step 2– Pull Books
Step 3– Adjust order if needed.
DeleteBackorderSwitch new for used
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
Staffing
Dedicated staff during rushShopping shifts to staff from customersShipping and packing increasesTechnology staff increases
Online Credit Card ProcessingNo declined cards after pickingNo bad credit card numbersMore fraud protection (CVV2)No credit card number stored in RATEXNo credit card numbers printed on pick
lists.
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
Online Credit Card Processing
Negatives– Refunds are complicated– Two different settlements– Final shipping order must be precise
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
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 numberWrong paperwork with package
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
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.NAME0021: 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
RATEX Interface
Drawbacks– Major - disrupts real-time inventory– No POS.EJF file– File not getting loaded correctly
Save copies of transaction files
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
Thank you
Questions can be directed to:
– TechnicalKevin [email protected]
– OperationalMartha Hoppe [email protected]