12 Order Fulfillment Along the Supply Chain

Sources: Based on Banker (2011), Clifford (2010), Friedman (2011), Lynch (2012), Taylor (2012), and nordstrom.com and rei.com (both accessed February 2014).

Questions

1. 
   How would you define multichannel retail?
   
2. 
   What multichannel capabilities does Nordstrom support?
   
3. 
   What multichannel capabilities does REI have?
   
4. 
   What are some of the major features of a dis- tributed order management (DOM) system?
   
5. 
   What are some of the benefits that arise from integrated multichannel sales and services?
   

Online Files available at affordable-ecommerce- textbook.com/turban

W12.1 What Services Do Customers Need? W12.2 The Bullwhip Effect


Comprehensive Educational Websites
rfid.org: News, videos, cases.
rfidjournal.com: Comprehensive collection of articles, cases, videos.
vics.org: Business guidelines, collaboration (CPFR). apics.org: Association for Operations Management. cscmp.org: Council of Supply Chain Management. asuscma.org: Supply Chain Management
Association.
reverselogisticstrends.com: News, trade shows, cases, etc.
agents.umbc.edu: Large collection of informa- tion about intelligent agents.
silicon.com/white-papers: Publications on enterprise planning and supply management.

GLOSSARY

Collaborative planning, forecasting, and replenishment (CPFR) The practice of sup- pliers, manufacturers and retailers collaborat- ing on the planning and forecasting of demand so that the supply of goods and services matches customer demand at the retailer’s shelf
E-logistics The logistics of EC systems, typi- cally involving small parcels sent to many customers’ homes (in B2C).
Logistics Activities required to efficiently and effectively control and manage the movement and storage of items, services and information across the entire supply chain to the consumer and potentially back.