the fast track to customer centric experience

Track 4The Fast Track to Customer-Centric ExperienceHeidi Ho, Principle ConsultantGS1 Hong Kong

19th November, 2015

GS1 Hong Kong Supply Chain Management Excellence Summit

© GS1 Hong Kong 2015

Today’s Theme

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The Fast Track to Customer-Centric Experience

Source: www.businessdictionary.com


Customer Experience

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© GS1 Hong Kong 2015 4

Customer Experience


• Fitting?

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Customer Experience


Today’s Agenda

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2:00pm – 2:15pm Track OpeningMs. Heidi Ho, Principle Consultant, GS1 Hong Kong

2:15pm – 2:45pm Living ServicesMr. Iñaki Amate, Managing Director, Accenture

2:45pm- 3:15pm Re-Orienting the Business Process Model for Customer -Centric SuccessMr. Henry Soo, Managing Director, Datadevelop

3:15 pm – 3:30pm Break

3:30 pm – 4:00pm Business Process OptimizationMr. Carlos Lam, Director, CastelHK

4:00 pm – 4:20pm Measuring Your ExcellenceMs. Heidi Ho, Principle Consultant, GS1 Hong Kong

End of Session


GS1 is an independent,

neutral, not for profit

supply chain standards

organization

GS1 standards provide a framework that allows products, services, and information about them to move efficiently and securely for the benefit of businesses and government and the improvement of people’s lives, everyday, everywhere.

ABOUT GS1

WHO IS GS1, WHAT ARE GS1 STANDARDS?

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1 Federated Organization 40 Years since the first barcode scan 110+ Country offices 150+ Countries served2,000+ Associates helping us2,000,000+ Registered companies11,000,000+ Unique product identifiers registered

ABOUT GS1

GS1 IN NUMBERS

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• Apparel 590+• FMCG 1,300+• F&B 2100+• Healthcare 550+

Hong Kong

Total 6,500+

© 2013 GS1 Hong K

(as of April 2013)

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ABOUT GS1

TRUSTED BY THOUSANDS OF COMPANIES


RFID (EPC Standard including EPCIS network)

Supply Chain Visibility

Procurement, Replenishment, Supply Chain Management

EDI / eCom & GS1 Identification (GTIN, GLN, SSCC)

Connecting to Consumers

Mobile (GS1 Trusted Source of Data)

Standards &

Technologies

Business Applications

Retail Point of Sales scanning

GTIN & Barcode

ABOUT GS1

FROM B2B to B2C

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At least 6 billion barcodes are read every day, all over the world

Universally recognized barcode found on virtually every consumer product in the world

It has changed the world !

ABOUT GS1

SUPPORT COMPANIES & CONSUMERS

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• Consumers are concerning green or environmental products.

• Consumers desires more visibility on products to ensure consuming product quality and safety.

• Technology drives new consumers’ behavior and new levels of service demands.

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CONSUMERS IN 2020

Source: Future Value Chain 2020, TCGF, Capgemini, HP, Microsoft


CASE SHARINGv-moda

“MODA” is an Italian word, meaning “Style”TRUE Music lifestyle created by artists and producersInnovation and Technology focusedCommitment to the best Quality in the industryUS Military-grade test standardsMain Products: HEADPHONES, US$ 39 - 239

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Business ChallengesFake products found in traditional and online storeParallel imports from unauthorized distributorsLack of effective tools to collect consumer profile for market analysisNot much consumers provide accurate personal information during warranty registrationNo systematic channel management solution for its complex distribution network

CASE SHARING

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User manual Packaging

CASE SHARING

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Before purchase Extended product information to promote brand & product key features

Product selling status and selling region

CASE SHARING

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http://www.simplyzesty.com/technology/qr-codes-smart-technology-or-a-marketing-fad/attachment/screen-shot-2010-12-21-at-10-41-40/


After purchased

CASE SHARING

Extended to Customer Relation Management (CRM) for Warranty

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http://www.simplyzesty.com/technology/qr-codes-smart-technology-or-a-marketing-fad/attachment/screen-shot-2010-12-21-at-10-41-40/


EPC Network Infrastructure Project (Q2 2005 – Q1 2007) (Establishing an EPC Network Infrastructure to enable end-to-end Supply Chain Visibility)Commercialized in May 2008, called ezTRACK

Develops EPC Network using global standardezTrack is a Supply Chain Data Sharing platformResearches in network securities, cross-border technology feasibility study and benefits study of pilots implementationFosters better integration of manufacturing and logistics services for HK and other countriesLowers implementation entry barrier for both technology solution providers and industry users

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CASE SHARING

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How does ezTRACK work?

Consumer Behaviour Analysis –By capturing customers’ consumption data, retailers can effectively design and conduct consumer behaviour analysis

Warehouse Management System –Inventory management network to capturing in-stock, out-stock, and stock take information

Retail Management System -Facilitates inventory channel management and provides extended information platform to customers

Genuine Product Authentication Solution –A product authentication solution enabling supply chain e-pedigree visibility

Item Level Tracking Solution – Providing manufacturer-to-store supply chain visibility by item-level EPC/RFID tagging

Cold Chain Management Solution –Traceability network enabling visibility of goods, information flow, and temperature status from source-to-destination

CASE SHARING

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Data capturing by devices like RFID readers, Bar Code scanners, sensors, GPS devices across the entire supply chain etc

Middleware to extract relevant data for transmission

Data upload

Captured Product information uploaded

Enterprise

Data retrieve for application use

Retrieve data using business logics

Enterprise applications like ERP, WMS, LMS, data bases, etc

Dataflow with authentication & authorization

Other standard based network Infrastructure of your trading partners

How does ezTRACK work?CASE SHARING

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Parallel Imported goods / Gray MarketCRM – Warranty Services / Customer databasePrice ControlChannel ControlEnhance Customer Experience

CASE SHARINGBenefits

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Today’s Agenda

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2:00pm – 2:15pm Track OpeningMs. Heidi Ho, Principle Consultant, GS1 Hong Kong

2:15pm – 2:45pm Living ServicesMr. Iñaki Amate, Managing Director, Accenture

2:45pm- 3:15pm Re-Orienting the Business Process Model for Customer -Centric SuccessMr. Henry Soo, Managing Director, Datadevelop

3:15 pm – 3:30pm Break

3:30 pm – 4:00pm Business Process OptimizationMr. Carlos Lam, Director, CastelHK

4:00 pm – 4:20pm Measuring Your ExcellenceMs. Heidi Ho, Principle Consultant, GS1 Hong Kong

End of Session


Thank you

GS1 Hong KongMs. Heidi HoE: [email protected]/ [email protected]: (852) 2863-9728/ 2861-2819F: (852) 2861-2423W: www.gs1hk.org

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