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Case Study: Sony Electronics’ Customer Focus and Channel Collaboration Result in Wal-Mart Supplier of the Year Award
Gartner RAS Core Research Note G00208395, Matthew Davis, Allen Johnson, 8 November 2010, R3537 12212011
Faced with a bleak economic outlook and an unstable demand signal, Sony Electronics took aim at improving its demand-sensing and demand-shaping capabilities. Segmenting its retailer and end-user customer requirements highlighted the need to better manage store-level demand patterns. By collaborating with its partners, Sony Electronics improved demand visibility, which resulted in a better customer experience, improved in-stock inventory, faster inventory turns and an uptick in revenue.
Key Findings
• Afocusonthe“sell-through”requirementstoenduserswillbenefitbothend-userandretailchannelcustomers.
• Forconsumerelectronicsmanufacturerssellingthroughretail,jointvaluecreationwithchannelpartnersisessentialtosenseandshapeshort-termdemand.
• Manufacturerscanincreaserevenue,shorteninventoryturnsandimproveforecastaccuracybysensingdemandthroughpoint-of-sale(POS)datafromtheretailchannel.
• Demandsensingandshapingarebestenabledwhenhousedinaprocessthatintegratesdemand,supplyandproductdecisionmaking.
Recommendations
• Reachmoreadvancedstagesofcollaborativeplanning,forecastingandreplenishment(CPFR)byextendingtheprocessexternallytoincludekeysupplychainpartners.
• UsePOSdataatthestoreleveltosenseshort-termdemandpatternsanddifferencesindemographic,regionalandindividualstoreperformancefactors.
• Shapedemandbyoptimizingprice,offeringproductbundles,adjustingassortmentsandtailoringpromotionsatthestorelevel.
• Alignmetricswithpartnersandmeasurenewfactors,suchasmarginalprofitability,toestablishjointvaluecreationkeyperformanceindicators(KPIs).
2WHAT YOU NEED TO KNOWTherecessionresultedincostpressuresfromcustomersandchangesinpurchasepatternsthatcloudedSonyElectronics’viewofdemand.Thecompanyknewthatbettervisibilitytoconsumer-buyingbehaviorwouldhelpitthriveinadifficultenvironment.Inthiscasestudy,GartnerspeakswithMargaretKairis,directorofcustomersupplychainoperations,TheresaHill,directorofglobalsupplychain,andC.J.Wehlage,vicepresidentofsupplychainsolutions,aboutSonyElectronics’effortstodevelopa“sell-through”culturethatmaximizesthecompany’sofferingforeachcustomer.Wefollowthisteamasitsegmentscustomerrequirements,createsananalyticalmodelbasedonstore-level,POSdatatoguidedecisionmakingandcollaboratesinternallyandexternallytoexecutenewprocesses.
CASE STUDY
IntroductionWhenweaskedwhythecompanystartedonitsjourneytowardimproveddemandsensingandshaping,Mr.Wehlagesaid,“SonyElectronicstookasystematicapproachtobetterunderstandourcustomers.Wefeltourendusersweren’tfullyengagedintheSonyexperience,andthatifwecouldbetterunderstandtheirneeds,wecouldbettersupportthem.Wealsoknewwehadtoimproveouralreadygoodrelationshipswithretailers.IwantedtobeabletotellthemthatifyoucarryXinventoryandtakeYactions,wecanhaveaZdesiredlevelofprofitability.”
Toenablethisvision,SonyElectronicshadtofocusoncollaboration,short-termdemandsensingandstore-leveldemandshaping.ThecompanyuseddailyandweeklyPOSdatatosenseandshapedemandduringthedesireandpurchasephasesofitsproductlifecycles,resultinginincreasedrevenue,fasterinventoryturns,continueddemandgrowthandultimatelybeingnamedaWal-MartSupplieroftheYearin2009.
The ChallengeTherecessionforcedSonyElectronicstochallengeitsstandardwaysofdoingbusiness,drivingthecompanytobettersensedemandfromitsretailerandend-usercustomers.Bothsetsofcustomersbecamemorecostfocused,andSonyElectronicsknewithadtofindwaystobestshowcaseitsqualitybrandinthesemarketconditions.
Toaccomplishthisgoal,thecompanysetouttoanswerfourquestions:
• Howdowebestsupporteachcustomerateverypurchase?
• Howdoweoptimizeshelfspaceinahighlycost-competitiveeconomy?
• Canweimprovesatisfaction,reducestock-outsandincreaserevenuesimultaneously?
• Areourcustomersfullyengagedin“theSonyexperience”?
Ontopoftheseoutsidechallenges,SonyElectronicsalsohadtosolvesomeinternalfactors.Onthebackendofalargereorganization,thecompanywasseveralyearsintoenhancementstoitsplanningprocesses.Althoughitwaslearningtobemorecollaborativeacrossfunctions,therewasstillagapbetweenproductmanagementandsupplychain.
ApproachOnceSonyElectronicsestablishedthescopeofthechallenge,itwentthroughaprocess,overthecourseof14months,todesignandimplementasolution(seeFigure1).
Althoughsomeoftheseactionstookplacesimultaneously,aculminationofallthestepsresultedinthecompany’scurrentCPFRprocess.
Deepen Customer Knowledge and Segment RequirementsSonyElectronicshastwocustomerstoconsider:theretailerandtheenduser.Thesetwogroupshavesharedandconflictingdemands.Theymaydemandlowcosts,certainfeaturesets,in-stockavailabilityandselection,buttheretailermayalsorequireprecisiondelivery,vendor-managedinventory(VMI),uniquelabelingorotherlogisticsservices.Tosolvethisissue,thecompanyfocusedonthetwogroups’needsindependently.
Itsegmentedthedifferentchannel-partnerneedsandstartedtodesignsupplychainsolutionsbasedontheresultingportfolioofrequirements.TomaximizethebenefitsofSonyElectronics’andretailers’objectives,thecompanydecideditwouldhavetofindawaytobesthighlightitsbrandthatwouldalsoimprovein-stockinventoryandincreaseforecastaccuracy,inventoryturnsandrevenue.
MatchingthechannelneedswasStep1.Nowitneededtounderstandhowtobestsupportendusers.AsMs.Kairisstated,“Wewantedtomovefroma‘sell-in’culturetoa‘sell-through’culture.Todothat,wehadtonotonlyunderstandwhatcustomersvalued,butalsohowweperformedagainstthosemeasures.”SonyElectronicsbelievedstore-level,POSanalyticswouldprovidetheinsightstosolvetheneedsofthechannelandbettersensethecurrentenvironmentforendusers.
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Align InternallySonyElectronicsaligneditsKPIsdirectlytothegoalsoftheretailersandendusers;thisupdatedKPIviewbecamethebaseofitsCPFRprocess.Evenintheearlyphasesoftheseefforts,thecompanyrecognizeditneededtoconnectitsdemand,supplyandproductgroupsaswellasitsprocessesandplanninggroups.Demandandsupplywerefairlywellconnected,butproductwasn’tequallyrepresented.SonyElectronicsrecognizedthatCPFRwasaunifyingforumforthethreegroupsandtheprocessconvergencefordemand-sensinganddemand-shapingactivities.Itworkedtointegrateproductorganizationsandprocesseswithcorrespondingsupplychainactivities.
Create the Historical ModelMs.Kairissaid,“Weknewthatstore-levelanalyticswouldhelpusbetterunderstanddemand.Wealsoknewthatourretailersweren’tjustgoingtogiveusdailyPOSdatawithout[us]provingourhypothesis.Wedecidedtobuildamodeloffofhistoricaldatathatcouldshowthepotentialimprovementforkeymetrics.”
Thecompanychosei2Technologies(nowJDA)asthesoftwareandserviceprovidertobuildamodelthatwouldaggregateandanalyzeallthisdata.SonyElectronicssettargetsforrevenue,inventoryturns,sell-throughandin-stockinventory.i2appliedthesetargetstothemodeltoshowhowSonyElectronicscouldhavemovedinventory,changedpricingandpromotionsand/oradjustedforecaststomeetthosetargets.
Proof Through PilotWithastrongbusinesscaseinhand,SonyElectronicsapproachedafewselectretailerswithaproposaltopilottheactionsithadtested.Ms.KairisandMs.Hillbothstressedthewaythecompanyapproachedretailerswasthekeytosuccess.Ms.Kairissaid,“Wedidn’twantourpartnerstofeellikewewereputtingtheminthecorner.Whenweapproachedthem,wemadesurethatourpilothadclearrequirementsandbenefitsforbothgroups...aswellastheabilitytowalkaway.”
SonyElectronicsaskeditspartnersforafive-weekpilot,whichwouldstopatanypointiftheprocesswasn’tworking.Thecompanyfurthernarrowedthepilotbyusingdatafromtheoriginalmodeltotargetaspecificsubsetofstores,ratherthaneveryavailablelocation.Thiswentoverwell—andsodidthepilot.Lessthanhalfwaythrough,retailersrequestedexpansiontootherstores.
Store-Level Analytics and ExecutionThepilotshowedthattobetterexecutedemand-sensinganddemand-shapingcapabilities,SonyElectronicshadtoanalyzedataandtrendsatthestorelevel.Thecompanyagainchosei2asananalyticsserviceprovider,giventhesuccessofthemodelitbuilt.Electronicdatainterchange(EDI)feedsweresentdailywithstore-levelsalesdataforSonyproducts.Withthislevelofvisibility,thecompanycouldcutthedatatoidentifytrendsatseverallevels,includingacrosstheentireproductportfolio,bymodelandregion(withmultiplelayers),andattheindividualstorelevel.
Becausethedatacamethroughdailyandwasreviewedweekly,SonyElectronicscouldsenseshiftsfasterandanticipateupcomingtrends.Thestore-leveltrendsalsohighlighteduniquedifferencesbylocation.Forexample,thecompanyfoundthatdemographicsplayedaroleindemandatthestorelevel.Itidentifiedspecificlocationswheregamingsystemssoldverywell,andthencreatedbundlesaroundthoseproducts.TheSonyElectronicsteamwouldalsoworkwiththeretailchanneltoseehowitsproductwasbeingshowcasedonshelves,whatpromotionswereactiveatthetimeandhowcustomerswereresponding.Basedonfactorslikethese,theteamwouldadjustitsdemandplantobestsupporteachstoreandtheenduserswhoshoppedthere.
Closed-Loop CPFRSonyElectronics’CPFRprocesscontinuedtoevolveasitdevelopednewcapabilitiesandfurthercollaboratedwithpartners.Asthepilotendedandthecompanymovedtosustainment,theweeklyprocessflowedasshowninFigure2.
SonyElectronicsdevelopedamultistep,weeklyCPFRprocessinwhichpartnerswerehighlyintegratedindatacollection,exceptionsreviewanddemandplanning.Theprocesswascyclicaltocloselymonitortheactionstakenandtheirresults.
Thecompanycontinuestoevolvethisprocessasitlearns.Itidentifiedkeypartnershipsandlookedforopportunitiestointegratethemintotheprocess.AsMs.Kairissaid,“Beforethisinitiative,weincludedsupplierinformationinourCPFRprocess,butitwasnotasbroad.Thatsaid,wealsorecognizethatnoteverysupplierneedstobeinaweeklyCPFR.Wewillcontinuetousesegmentationofrequirementstoidentifytherightbalanceofsupport.”
Figure 1. Workflow
Source:Gartner(November2010)
Analyze Customer
Needs
Segment Customer
Requirements
Align Internally
Create the Historical
Model
Pilot at Select Stores
Continually Refine CPFR
Process
Expand for Total Network Orchestration
Sony’s here
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ResultsThemostvisibleresultofSonyElectronics’effortswasbeingnamedaWal-MartSupplieroftheYearin2009.TheentireteamstatedthatitsselectionwasadirectresultofaligningSonyElectronics’objectivestoWal-Mart’sKPIs.
ThefollowingbenefitsweresharedbetweenSonyElectronicsanditspartners:
• Double-digitimprovementtoforecastaccuracy
• Improvedin-stocksby10%to15%atthemodellevel
• Improvedrevenueattainmenttoplan
• Optimizedandreducedweeksofsupply
Aswediscussedresults,Mr.Wehlagequicklychimedin:“Collaborationinitselfwasahugewinforus.It’snottheeasiesttasktoaccomplish,especiallywhenyourcorefocusareasmaybeconflicting.Inthiscase,wewereabletoproveourhypothesisthroughapilot,andthathelpedbuildmomentum.”
Figure 2. Data and Process Flow
Source:Gartner(November2010)
CPFR Process
Retail Channel
Data Collection and Analytics
KPI
Exceptions
Review
Updated
Forecast Create CPFR Dashboard: 1. “Clean” and organize data 2. Overlay Sony plan of record 3. Identify exceptions 4. Capture store-level differences
Store-Level Actions: • Shelf assortments • Promos/pricing • Bundling
Daily, Store-Level
POS Data
Store-Level
Actions
Channel Collaboration: • Identify key channel partners • Store-level details:
• Demographics • Regional differences • Assortment • In-store displays
Weekly
Participation
Critical Success FactorsTheteamsaidthatcollaboration,theabilitytowalkawayandexecutivesupportwerecriticaltoSonyElectronics’success.
• Collaboration—CollaborationwithpartnerswasclearlythemostinfluentialfactorinSonyElectronics’success.WhenaskedaboutWal-Martspecifically,Ms.Hillsaid,“Wehadalreadyhadastrongrelationship,butitwasnotasintegratedasitistoday.Ourcollaborationwasheavilyfocusedonsupplychaincapabilitiesandnotasmuchontheproductside.”Thestore-levelanalyticshighlightedthatabetterunderstandingoftheproductsandtheirconsumptioninspecificlocationswouldleadtobetterplanningandsupportability.FromSonyElectronics’perspective,collaborationhelpedeveryonewinintheprocess.AsMs.Hillsaid,“SometimesIfeellikewe’reoperatinglikeonecompany.”
• “We can walk away”—BothMs.KairisandMs.Hillsaidtheyrepeatedthisphraseinternallyandexternallybeforestartingthepilotandatseveralpointsduringthejourney.Itseemslikeasimpleconcept,butit’smoredifficulttofollowinpractice.ThisphilosophyforcedSonyElectronicstoproactivelyidentifyobjectivesandcontinuetoshowvaluetowardthosetargets.AstheCPFRprocessmatured,the“showvalueorwalkaway”philosophyevolvedintoacontinuousimprovementmind-set.
5• Executive support and communication—Executivesupport
ofthiseffortcameinmanyforms.Ms.Kairissaid,“Itfeltlikeourexecutiveshadavestedinterestinourprogressthroughoutthejourney.Theyprovidedresources,directlycommunicatedupdatesthroughoutSonyElectronicsandhelpedformalizetheprocessbydirectlyparticipatinginourforums.”Inadditiontothestrongmessagingfromexecutives,theteamsaidthatcommunicationateverylevelandacrossfunctionswasalsocriticaltosuccess.
Lessons LearnedTheteamsaidtheentirejourneywasalearningprocess,butasGartnerrevieweditsapproachandtheresults,threekeylessonsstoodout:
• Manage the brand, not just the products.Visibilitytostore-leveldemandpatternsputsaspotlightonthefactthatendusersmaynotbefullyengagedwithSonyElectronicsasabrand.AccordingtoMr.Wehlage,“Thedemandpatternsweredifferentenoughatthestorelevelthatwerealizedenduserswereviewingourbrandonaproduct-by-productbasis.WesawanopportunitytoincludeSonyinalargerportionoftheirpurchasedecisionsbybundlingproductsandcross-merchandising.Wealsohadtoshiftassortmentsbasedonstore-leveldemand.Itwasabigchangeforoursupplychainorganization,whichwasusedtomanagingeachproductindividually.Wehadtotakeabrand-levelviewaswell.”
Collaborative planning, forecasting and replenishment (CPFR)
Thebusinesspracticethatcombinesthecollaborativeintelligenceofmultipletradingpartnersintheplanningandfulfillmentofcustomerdemand.CPFRlinkssalesandmarketingbestpractices,suchascategorymanagement,tosupplychainplanningandexecutionprocessestoincreaseavailability,whilereducinginventory,transportationandlogisticscosts.
Demand management Theuseofdatafrommarketandchannelsourcestosense,forecastandshapedemandaswellastranslatedemandrequirementsintoactionableplansforsupply.Theflexibilitytoapplyconstraintsnecessitatedbysupplyconstraintsormanagerialoverridestosupportbusinesstrade-offsisindicativeofthemosteffectivedemandmanagementprocesses.
Demand forecasting Anunconstrainedvieworbestestimateofmarketdemand,primarilybasedonenterprise-centrichistoricalsales,shipmentandorderinformation.
Demand shaping Usingprograms,includingprice,newproductlaunch,tradeandsalesincentives,promotions,andmarketingprograms,toimpactwhatandhowmuchcustomersbuy.
Demand sensing Usingcustomerandchanneldatatoidentifydemandtrends.Traditionalsourceshaveyieldedstructureddata,butunstructuredsources,suchasweatherpatternsandchatteronthesocialWeb,areincreasinglyimportantsourcesofinsight.
Supply response Theconversionofchannelrequirementsintosupplyplansbasedonoperationalgoalsandconstraints.
Acronym Key and Glossary Terms
• Fix yourself first, and then tweak along the way.Thecompanyfocusedoninternalprocessesfirst,whichhelpedaligntheorganizationasitintegratedpartners.Internalandexternalparticipantswereconsistentlyencouragedtobringnewideasandwaystocontinuouslyimprovetheprocess.AsMs.Hillstated,“Westressedthatnothingwasfinal.Weweretrulyinamodeofcontinuousimprovement.”Bykeepingtheprocessflexibleasitdeveloped,theteamwasabletorapidlyimplementnewcapabilitiesandintegratesignalsfromthePOSdata.Ms.HillandMs.Kairisbothechoedthatthisopennessledtobettercollaborationwithpartners.“Weoperateasatrustedchain,internallyandexternally.It’sacontinuedeffortthatwecontinuetoevolvetoimprovebusinessoverall,”saidMs.Kairis.
• Visibility can lead to orchestration.Whenaskedwhat’snextforSonyElectronics,Mr.Wehlageansweredwithouthesitation:“Expand.Whereitwilladdvalue,wewillcontinuetointegrateothersuppliersandpartnerstocreateevenmorevisibilityacrossournetwork.Collaborationinternallyandexternallyisabigwinforus,andnowwewillfocusonorchestratingourenvironment.Visibilityisessentialforthatcapability.”Mr.WehlageaddedthatSonyElectronicsisimprovingitsabilitytomaximizeprofitability,andthatthecompany’snewcapabilitiesandbrandfocusarestepsintherightdirection.