Web FulfillmentUniversity of Minnesota

Case Study

Kevin BeckerMartha 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

$1.65 Million in sales in 2003-2004 (7%) $113,500 in shipping in handling

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

University wide authentication– Common user name and password– Extra security

Multiple store units– Users are assigned default store– Can change stores

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 1– Print orders

Fulfillment Process

Step 2– Pull Books

Step 3– Adjust order if needed.

DeleteBackorderSwitch new for used

Fulfillment Process

Step 4– Post Order

Charges credit cardPrints packing list/receipt

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

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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

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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

Feedback tools

Web StatisticsWeb reportsSurveys

Web Statistics - Webalizer

UBIT Report

Revenue Report

Customer Surveys

Email follow upsPop-up Surveys

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

Group Discussion

Thank you

Questions can be directed to:

– TechnicalKevin Beckerbecke008@umn.edu

– OperationalMartha Hoppe hoppe020@umn.edu