Executive Roundtable Identifies Top e-Issues

Report spotlights how warehouse executives are satisfying customers at the speed of "e"

Raleigh, NC, August 18, 2000—A recent executive roundtable discussion identified speed, flexibility, convenience and building relationships with customers and suppliers as the factors critical for supply chain success today. Facilitated by Tompkins Associates executives James A. Tompkins, Ph.D., President, and Denny McKnight, Managing Partner, the roundtables were conducted this year in conjunction with the Warehouse of the Future 2000 conference in Atlanta, Georgia, and the National Catalog Operations Forum in Orlando, Florida.

The overall goal of the roundtable was to share thoughts and directions on how e- and e-fulfillment affect the supply chains and customer satisfaction of various industries. Participants discussed three main topics: how e- has changed customer expectations, what fulfillment issues e- has created in supply chains and what the evolution of e- will mean to their businesses. Key findings include:

• With the increased popularity of on-line ordering, today's customers want their orders filled immediately. Shipping speed and ability to track customers' orders are becoming more critical than before, and new shipping methods are being used in an effort to satisfy customer needs for speed, accuracy and flexibility.
• As customers expect greater speed, supply chains must become more compressed and flexible. Main concerns include finding suitable software, integrating third-party information, invoicing via the Internet and working with overseas suppliers.
• Flexibility is key. Companies will need to learn how to grow while being profitable. This means being prepared to remake the business, change processes and interact with customers in different ways.

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