scholarly journals Framing Antecedents of the Last Mile Omni-Channel Distribution for the Retail Apparel Group

2021 ◽  
Author(s):  
Thokozani Patmond Mbhele ◽  
Sanjana Rambaran
Keyword(s):  
Customer Service ◽  
Lead Time ◽  
Distribution Networks ◽  
Quantitative Methodology ◽  
Fill Rate ◽  
Channel Distribution ◽  
Last Mile ◽  
Brick And Mortar ◽  
Order Fulfilment ◽  
The Right

Abstract The last mile has to deliver the goods at the right time and at the right cost for business logistics services to enhance the customer service experience. The objective of this paper is to examine the challenges of retail omni-channel distribution influencing the effective last mile fulfilment operations processes in the apparel group (organisation phase). It further establishes the extent of how the last mile for demand-driven store replenishment influences the level of retailers’ order fulfilment (in full and on time) (environment phase). This paper, persistently assesses the contribution of integrated information systems on brick and mortar and virtual omni-channel distribution networks to improve timeousness, order accuracy and fill rate (technology phase). The mixed method has triangulated the methods from both quantitative methodology using frequencies and binomial testing and subjective thematic analysis of qualitative data from interviewees. The sample of 175 questionnaires were received with a response rate is 85 per cent (148 responses). The main findings of the paper revealed that the current order fulfilment process aligned with the last mile is effective on the basis of the fill rate, lead time and order condition of orders delivered via store economy and store express.

scholarly journals Lazada's Last Mile: Where No E-Commerce Company in Vietnam Had Gone Before

10.28945/3755 ◽  
2017 ◽  
Author(s):  
Jaime J Calbeto ◽  
Ahmad Abareshi ◽  
Narumon Sriratanaviriyakul ◽  
Mathews Nkhoma ◽  
Siddhi Pittayachawan ◽  
...  
Keyword(s):  
Customer Service ◽  
Qualitative Method ◽  
Business Environment ◽  
Product Flow ◽  
Last Mile ◽  
Group A ◽  
Local Business Environment ◽  
The One ◽  
The Right

Aim/Purpose: This case study examines the last-mile logistics model as implemented by Lazada Vietnam, as well as the logistics challenges in the local business environment that led the e-commerce company to dually employ the inventory/retail model and the marketplace model for delivering orders to online customers in Vietnam in search of the way to perfect their last-mile logistics. Background: For electronic commerce companies aiming to be successful in customer service, what academics and practitioners refer to as ‘last-mile logistics’ is the one moment of truth, when deliveries have to be planned tactically and exactly, so that orders are delivered to customers at the right time, right place, right quantity, right quality, and ultimately at the right cost. When deciphering this type of supply chain, i.e., one that is e-commerce- driven, last-mile logistics is the one segment of the product flow that directly interacts with the ultimate customer, but many times is the one segment that is the most problematic and less efficient to implement well. Lazada Group, a German e-commerce company, discovered the serious complications of ‘last-mile logistics’ when they first entered Vietnam in 2013. Methodology: This case study used qualitative method through interviews with Lazada Vietnam’s management. Contribution: The paper explains the challenges incorporating last-mile logistics concept in e-commerce operation in Vietnam.

scholarly journals Diunsa: An Entrepreneurial Family’s Digital Response to COVID-19

2021 ◽  
pp. 251512742110331
Author(s):  
Lauri Union ◽  
Carmen Suen ◽  
Rubén Mancha
Keyword(s):  
Customer Service ◽  
Family Business ◽  
Service Operations ◽  
State Of Emergency ◽  
Supply Chain Disruptions ◽  
Online Retail ◽  
External Resources ◽  
The Third ◽  
The Family ◽  
Brick And Mortar

On March 15, 2020, in response to the Covid-19 pandemic, the Honduran government unexpectedly announced a state of emergency and mandated immediate closure of all businesses. Diunsa closed its six stores. The family-owned retailer had anticipated supply chain disruptions, stocked from alternative suppliers, and formed a crisis management team. Now, to keep the business afloat during the unexpected closure and retain all its employees on the payroll, the company had to move sales from the brick-and-mortar stores to an incomplete online retail site. The third generation in the family business—the Faraj siblings, all in their 20’s—led the critical transition online and response to setbacks. As digital-native millennials, they helped improve the website, customer service, operations, and delivery in a short amount of time and using external resources and various technologies. As the situation stabilized, Diunsa’s leadership asked: How will Diunsa build on the momentum for digital transformation and turn its tactical actions into a digital strategy? How can we continue to tap into the leadership of our up-and-coming generation to achieve these goals?

scholarly journals An Inventory Model for Deteriorating Drugs with Stochastic Lead Time

2018 ◽  
Vol 15 (12) ◽  
pp. 2772 ◽  
Author(s):  
Jian Li ◽  
Lu Liu ◽  
Hao Hu ◽  
Qiuhong Zhao ◽  
Libin Guo
Keyword(s):  
Shelf Life ◽  
Inventory Management ◽  
Lead Time ◽  
Service Level ◽  
Inventory Model ◽  
Effective Management ◽  
Product Availability ◽  
Stochastic Lead Time ◽  
Random Lead Time ◽  
The Right

Inventory management of deteriorating drugs has attracted considerable attention recently in hospitals. Drugs are a kind of special product. Two characteristics of some drugs are the shorter shelf life and high service level. This causes hospitals a great deal of difficulty in inventory management of perishable drugs. On one hand, hospitals should increase the drug inventory to achieve a higher service level. On the other hand, hospitals should decrease the drug inventory because of the short shelf life of drugs. An effective management of pharmaceuticals is required to ensure 100% product availability at the right time, at the right cost, in good conditions to the right customers. This requires a trade-off between shelf-life and service level. In addition, many uncontrollable factors can lead to random lead time of drugs. This paper focuses on deteriorating drugs with stochastic lead time. We have established a stochastic lead time inventory model for deteriorating drugs with fixed demand. The lead time obeyed a certain distribution function and shortages were allowed. This model also considered constraints on service level, stock space and drug shelf life. Through the analysis of the model, the shelf life of drugs and service level were weighted in different lead time distributions. Empirical analysis and sensitivity analysis were given to get reach important conclusions and enlightenment.

scholarly journals Digital Marketing as a Technology for Promotion of Organic Products

2019 ◽  
pp. 196-200
Author(s):  
I. Novytska
Keyword(s):  
Customer Service ◽  
Integrated Approach ◽  
Digital Marketing ◽  
Continuous Quality ◽  
Potential Consumer ◽  
Organic Products ◽  
Market Needs ◽  
Marketing Costs ◽  
The Right ◽  
Offline Channels

The article highlights the use of digital marketing as an opportunity for modern promotion of organic products, which should turn into a complex of multidirectional components, such as: a deep study of the online audience, its behavioral component; Engaging all possible audience segments immersion of production employees in digital communication with the consumer; organization of interaction with the potential consumer. Digital technology provides an integrated approach to promoting organic products in the digital environment, also encompassing offline consumers using mobile phones and other digital communications. Provides the ability to integrate a large number of different technologies (social, mobile, web, etc.) with sales and customer service. Continuous quality two-way communication between the advertiser and the end consumer of organic products; the combination of technology and human resources, keeping the right balance, based on the needs of the target audience and the features of the organic products offered; the ability to be relevant to the market, evaluate and analyze the results of promotion, respond flexibly to market needs. The article notes that digital marketing is more profitable than a traditional advertising campaign, especially for small non-network manufacturers. Organic producers who previously could not afford to compete with the big players side by side with the big players are now offered to launch a quality campaign for their audience, even at low marketing costs. marketing opens up a lot of new opportunities for organic businesses, while improving the quality of ordering and delivery and making it more personalized to potential consumers. Keywords digital marketing, promotion, organic products, digital tools, online channels, offline channels, consumers.

scholarly journals Peran E-Servqual Dalam Customer Engagement

2019 ◽  
Vol 15 (1) ◽  
pp. 36-42
Author(s):  
Nadia Sasmita Wijayanti
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Customer Loyalty ◽  
Customer Engagement ◽  
Online Service ◽  
Market Leader ◽  
The Right ◽  
Modern Era

Sejumlah brand sukses menempatkan diri di hati konsumen, namun banyak pula yang gagal. Keberhasilan brand memikat hati customer berarti sukses menjalin hubungan dengan customer. Perlu cara dan startegi yang tepat agar brand mampu memikat kosumen dan keluar sebagai market leader. Dalam menjalankan bisnis dan memberikan pelayanan konsumen perlu memperhatikan keinginan konsumen. Di era serba modern dan informasi tanpa batas, bermunculan marketplace dan perusahaan eksponensial, menyebabkan keinginan konsumen untuk dilayani serba cepat dan ringkas. Kualitas jasa layanan online yang maksimal akan menciptakan customer loyalty yang berujung pada customer engagement. Kata kunci: E-servqual, Kualitas layanan jasa online, customer loyalty, customer engagement.  Abstract: The Role of E-Servqual in Customer Engagement. A number of brands successfully place themselves in the hearts of consumers, but many also fail. The success of the brand captivates the customer means successful relationship with the customer. Need the right way and strategy so that the brand can attract consumers and come out as the market leader. In running a business and providing customer service, it is necessary to pay attention to consumer desires. In the modern era and unlimited information, emerging marketplaces and exponential companies, cause consumers to be served quickly and concisely. The maximum quality of online services will create customer loyalty which leads to customer engagement. Kata kunci: E-servqual, Online Service Quality, customer loyalty, customer engagement.

Product Choice Strategy for Online Retailers

2011 ◽  
pp. 220-238
Author(s):  
Ruiliang Yan ◽  
Amit Bhatnagar
Keyword(s):  
Product Category ◽  
Product Categories ◽  
Online Retailers ◽  
Two Factors ◽  
Brick And Mortar ◽  
Online Channel ◽  
Online Stores ◽  
Set Up ◽  
The Right ◽  
The Web

An important strategic issue for managers planning to set up online stores is the choice of product categories to retail. While the “right” product category would depend on a number of factors, here we focus on the following two factors: compatibility of the product with the online channel, and the competition between the traditional brick and mortar channel and the online channel. This is to acknowledge two well-known facts: Certain products are more suitable for selling through the Web than through other channels; and an online retailer competes with not only other online retailers, but also traditional brick and mortar retailers. To determine the right product category, we develop a game theoretical model that allows for competition between the retailers. We study both Stackelberg and Bertrand competition models, as these two models capture the essence of different types of competition on the Web. Based on our results, we propose that, under all types of competition, the optimal product is one that is only moderately compatible with the Internet.

Operations Research in Healthcare Supply Chain Management Under Fuzzy-Stochastic Environment

2020 ◽  
pp. 1833-1875
Author(s):  
S. Priyan ◽  
R Uthayakumar
Keyword(s):  
Customer Service ◽  
Operations Research ◽  
Health Care Systems ◽  
Good Condition ◽  
Vital Role ◽  
The People ◽  
Care Systems ◽  
Increase Productivity ◽  
The Right ◽  
Almost All

Operations research is for mankind in almost all aspects of our life. Applying the scientific method to the management of organizations, industry, government and other enterprises play a vital role in OR. It is used to increase productivity, to improve customer service, to improve quality and to reduce costs. Healthcare has attracted a great attention of governments in order to provide sufficient health services to the people. The provision of healthcare is very complicated and very responsible, that the right drug to the right people at the right time and in good condition to fight the disease. Today, the importance and significance of planning in healthcare can hardly be over emphasized when providing proper and adequate service continues to be a key concern of most countries. Operations research provides a wide range of methodologies that can help health care systems to significantly improve their operations. It helps to solve approximately all the problems involved in healthcare with its useful modeling techniques.

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