Logistics and fulfillment for e-business : a practical guide to mastering back office functions for online commerce

Title:

Personal Author:

Reynolds, Janice

Publication Information:

New York, NY : CMP Books, 2001

ISBN:

9781578200740

Subject Term:

Electronic commerce

Business logistics -- Automation

Customer relations

Available:*

Library	Item Barcode	Call Number	Material Type	Item Category 1	Status
Searching... PSZ JB	30000004709469	HF5548.32 R494 2001	Open Access Book	Book	Searching... Unknown

Logistics and fulfillment management is unglamorous, complex and expensive, but it is one of the primary factors determining whether an e-business will be profitable. Many enterprises (large and small) rush into the e-business model without adequate consi

Author Notes

Janice Reynolds is a writer, editor, speaker, and consultant in information technology and the Internet/intranet. Prior to starting her own consulting firm in 1995, Ms. Reynolds was the litigation manager of a large New York City law firm. She is the author of The Complete E-Commerce Book . She has edited numerous technical books and led several e-commerce development teams. Ms. Reynolds provides advice to numerous budding entrepreneurs as the 'E-commerce Expert' on Allbusiness.com. She also consults with established companies concerning their technical needs.

Acknowledgment
Preface	p. 1
Introduction	p. 3
Chapter 1 Setting the Stage	p. 7
Defining E-business	p. 15
E-business Fulfillment	p. 17
You Built It, They Came--Now What?	p. 18
An Unbeatable Partnership	p. 19
B2B	p. 22
E-Tail	p. 23
For Some E-Tailers it was Easy	p. 24
An In-House LFMS	p. 25
Outsourcing LFM	p. 27
Technology	p. 29
Globalization	p. 30
Chapter 2 Making the Move: E-Business Infrastructure	p. 33
The Case for E-Business	p. 39
The Other Side of the Coin	p. 40
E-Business Strategy	p. 41
The Logistics and Fulfillment Challenge	p. 42
E-tail Model	p. 44
B2B Model	p. 44
Internal Operations	p. 45
Technology Caveats	p. 46
Adopting a Logistics and Fulfillment Model	p. 46
Cardboard Boxes vs Pallets	p. 48
The 3Rs and Then Some	p. 49
The Time is Now	p. 51
Chapter 3 Adopting a B2B Model	p. 53
An Effective Strategy	p. 55
Alternative Solutions	p. 58
E-Marketplaces Might Be the Answer	p. 60
The ASP Solution	p. 66
The Full Monty (In-House Solution)	p. 71
Why Go B2B? Revenue Growth	p. 71
Manufacturing Challenges	p. 73
Supply Management	p. 74
Convincing the Value chain	p. 76
Security	p. 78
The Trickle-Down Effect	p. 79
Return on Investment	p. 81
The Advantages of Integration	p. 81
The Right Choice	p. 90
Chapter 4 The E-Tailers	p. 93
Lessons Learned	p. 94
Is the E-Tailer an Endangered Species?	p. 97
Post-Transaction Anxiety Disorder	p. 99
Educate The Customer--The Reality	p. 100
Click-And-Mortars	p. 102
Challenges	p. 105
Fulfillment	p. 106
Let the Customer Do the Walking	p. 109
Customer Confidence	p. 110
Four Little Steps	p. 112
The E-Tailers That Don't Get It	p. 113
Lessons Learned	p. 114
Chapter 5 The Partners: Outsourcing the Tech	p. 117
Tech Partnerships Are A Two-Way-Street	p. 119
E-Business Start-Up Challenges	p. 123
Specialization Vs. Generalization	p. 124
Focus On Technology	p. 125
Partner For Success	p. 128
Some of the Issues	p. 129
Invite That Sales Person In	p. 133
Look For Partners in all the Right Places	p. 134
Stay Alert And Be Cautious	p. 134
One Size Doesn't Fit All	p. 135
The Integrator or Solution Provider	p. 137
Easing the Move for the Established Enterprise	p. 145
Exchange Of Knowledge	p. 152
Legacy Systems	p. 154
Everyone Wants In On the E-Business Action	p. 159
The Vendor Partnership	p. 161
The Consulting Firm	p. 163
A Tour of the Consultancy Arena	p. 164
The Big Five	p. 168
Mitigating Outsourcing Risks	p. 174
The Search Begins	p. 175
Chapter 6 Shipping	p. 177
Your Shipping Partner?	p. 179
B2B's Shipping Needs	p. 181
E-Tail's Size and Weight Issues	p. 185
E-Tail Shipping Conundrum	p. 189
Shipping Vagaries Affect Sales	p. 190
Shipping Options	p. 191
Shipping Dilemmas	p. 196
Custom Shipping Structure	p. 199
"Last Mile" Solutions	p. 201
Cost of Shipping	p. 202
The Entrepreneur to the Rescue	p. 204
Technology	p. 207
Handling the Exceptions	p. 209
E-Business's Carrier Choices	p. 213
Courting the USPS	p. 214
UPS and Fedex	p. 216
New Shipping Models	p. 217
Shipping Lines (The Big Boats)	p. 218
They Need It Yesterday	p. 221
Thinking In The Box	p. 223
Tips	p. 224
Chapter 7 Logistics And/or Fulfillment Models	p. 227
B2B Buy-Sell Model	p. 231
Sell-Side Online Marketplace	p. 232
Buy-Side Online Market	p. 232
E-Marketplaces	p. 233
B2B Sponsored Model	p. 237
Manufacturer Model	p. 239
Vendor Managed Inventory Model	p. 244
Extended Enterprise Model	p. 247
Direct Fulfillment Model	p. 249
Build-To-Order/Just-In-Time Model	p. 251
E-Tail Model	p. 252
Pure-Play In-House Model	p. 255
Outsourced Model	p. 257
Drop-Ship Model	p. 259
Click-And-Mortar	p. 261
Local Fulfillment Model	p. 262
Kiosk Order Model	p. 265
Click-To-Bricks	p. 268
Same-Day Delivery Model	p. 270
Just-In-Time Model	p. 273
Converged Model	p. 276
Model of the Future?	p. 277
Chapter 8 Strategizing and Planning for an Lfms	p. 283
Logistics And Fulfillment Goals	p. 284
The Questionnaire	p. 285
Your LFMS Plan: What's Involved?	p. 295
3 Stages of E-Business	p. 296
Security	p. 312
Specificity in the LFMS Design	p. 314
Customized Procurement Processes	p. 314
Real-Time Procurement And Forecasting	p. 314
E-Tails And Buy-Side B2Bs	p. 315
Just-In-Time Logistics	p. 319
Click-And-Mortar Synchronization	p. 321
LFM Has "Arrived"	p. 323
Links With Banks	p. 324
Improved Efficiency	p. 325
Logistics And Fulfillment Managers	p. 326
A Final Few Words	p. 328
Chapter 9 Fulfillment: In-House or Outsource?	p. 331
Meet the Challenge	p. 334
Get the Tech Partners Involved	p. 339
Logistics and Fulfillment Experts	p. 340
Fulfillment Service Providers	p. 342
Taking It In-House	p. 343
Upgrading an Existing Warehouse, Distribution or Fulfillment Center	p. 344
Technology Issues	p. 360
Other In-House Fulfillment Considerations	p. 362
Outsourcing	p. 362
Some FSP Facts	p. 364
Effective Fulfillment Outsourcing	p. 366
The Outsourcing Plan	p. 369
The Partnership	p. 374
Issues Specific to a Small E-Business	p. 375
How Much Does It Cost	p. 376
The Contract	p. 376
Technical Issues	p. 377
Drop-Ship	p. 380
Outsourcing Wrap-up	p. 383
Returns	p. 384
Solutions	p. 389
The Bottom Line	p. 399
Chapter 10 Exploiting Logistics and Fulfillment Technology	p. 403
A Balancing Act	p. 409
The Big Guns--ERP	p. 410
Linking ERP Systems	p. 421
Working with ERP Vendors and their Partners	p. 424
Best-Of-Breed Vendors	p. 426
Linking the LFMS	p. 429
E-Commerce Platforms	p. 434
Other Software Solutions	p. 437
EDI	p. 442
The Languages of E-Business	p. 445
HTML and HTTP	p. 448
Java	p. 449
BizTalk	p. 449
XML	p. 449
CPFR	p. 456
An Option	p. 459
Tech Musings	p. 463
Chapter 11 It's All About the Customer	p. 467
Customer Relationships	p. 467
The Internet Simplifies Life?	p. 470
Managing the Customer Experience	p. 473
Time - A Valuable Commodity	p. 473
LFMS: Your Map to Great Customer Service	p. 474
Customer Service Strategies	p. 481
Keep It About the Customer	p. 484
Chapter 12 The 3rs go Global	p. 487
The Small E-Business Dilemma	p. 489
The Servicing (Or Non-Servicing) Of The Global Customer	p. 490
The Global Localization Issues	p. 494
Global Logistics And Fulfillment	p. 495
The Global Enablers	p. 497
Global Challenges Hit the Stage Three LFMS	p. 502
Traditional Customer Brokers	p. 503
Global View	p. 503
Conclusion	p. 505
Glossary	p. 509
Index	p. 531

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Summary

Summary

Author Notes

Table of Contents