the fast track to customer centric experience
TRANSCRIPT
Track 4The Fast Track to Customer-Centric ExperienceHeidi Ho, Principle ConsultantGS1 Hong Kong
19th November, 2015
GS1 Hong Kong Supply Chain Management Excellence Summit
© GS1 Hong Kong 2015
Today’s Theme
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The Fast Track to Customer-Centric Experience
Source: www.businessdictionary.com
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Customer Experience
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Customer Experience
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• Fitting?
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Customer Experience
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Today’s Agenda
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2:00pm – 2:15pm Track OpeningMs. Heidi Ho, Principle Consultant, GS1 Hong Kong
2:15pm – 2:45pm Living ServicesMr. Iñaki Amate, Managing Director, Accenture
2:45pm- 3:15pm Re-Orienting the Business Process Model for Customer -Centric SuccessMr. Henry Soo, Managing Director, Datadevelop
3:15 pm – 3:30pm Break
3:30 pm – 4:00pm Business Process OptimizationMr. Carlos Lam, Director, CastelHK
4:00 pm – 4:20pm Measuring Your ExcellenceMs. Heidi Ho, Principle Consultant, GS1 Hong Kong
End of Session
© GS1 Hong Kong 2015
GS1 is an independent,
neutral, not for profit
supply chain standards
organization
GS1 standards provide a framework that allows products, services, and information about them to move efficiently and securely for the benefit of businesses and government and the improvement of people’s lives, everyday, everywhere.
ABOUT GS1
WHO IS GS1, WHAT ARE GS1 STANDARDS?
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© GS1 Hong Kong 2015
1 Federated Organization 40 Years since the first barcode scan 110+ Country offices 150+ Countries served2,000+ Associates helping us2,000,000+ Registered companies11,000,000+ Unique product identifiers registered
ABOUT GS1
GS1 IN NUMBERS
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• Apparel 590+• FMCG 1,300+• F&B 2100+• Healthcare 550+
Hong Kong
Total 6,500+
© 2013 GS1 Hong K
(as of April 2013)
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ABOUT GS1
TRUSTED BY THOUSANDS OF COMPANIES
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RFID (EPC Standard including EPCIS network)
Supply Chain Visibility
Procurement, Replenishment, Supply Chain Management
EDI / eCom & GS1 Identification (GTIN, GLN, SSCC)
Connecting to Consumers
Mobile (GS1 Trusted Source of Data)
Standards &
Technologies
Business Applications
Retail Point of Sales scanning
GTIN & Barcode
ABOUT GS1
FROM B2B to B2C
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At least 6 billion barcodes are read every day, all over the world
Universally recognized barcode found on virtually every consumer product in the world
It has changed the world !
ABOUT GS1
SUPPORT COMPANIES & CONSUMERS
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• Consumers are concerning green or environmental products.
• Consumers desires more visibility on products to ensure consuming product quality and safety.
• Technology drives new consumers’ behavior and new levels of service demands.
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CONSUMERS IN 2020
Source: Future Value Chain 2020, TCGF, Capgemini, HP, Microsoft
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CASE SHARINGv-moda
“MODA” is an Italian word, meaning “Style”TRUE Music lifestyle created by artists and producersInnovation and Technology focusedCommitment to the best Quality in the industryUS Military-grade test standardsMain Products: HEADPHONES, US$ 39 - 239
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Business ChallengesFake products found in traditional and online storeParallel imports from unauthorized distributorsLack of effective tools to collect consumer profile for market analysisNot much consumers provide accurate personal information during warranty registrationNo systematic channel management solution for its complex distribution network
CASE SHARING
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User manual Packaging
CASE SHARING
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Before purchase Extended product information to promote brand & product key features
Product selling status and selling region
CASE SHARING
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After purchased
CASE SHARING
Extended to Customer Relation Management (CRM) for Warranty
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EPC Network Infrastructure Project (Q2 2005 – Q1 2007) (Establishing an EPC Network Infrastructure to enable end-to-end Supply Chain Visibility)Commercialized in May 2008, called ezTRACK
Develops EPC Network using global standardezTrack is a Supply Chain Data Sharing platformResearches in network securities, cross-border technology feasibility study and benefits study of pilots implementationFosters better integration of manufacturing and logistics services for HK and other countriesLowers implementation entry barrier for both technology solution providers and industry users
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CASE SHARING
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© GS1 Hong Kong 2015
How does ezTRACK work?
Consumer Behaviour Analysis –By capturing customers’ consumption data, retailers can effectively design and conduct consumer behaviour analysis
Warehouse Management System –Inventory management network to capturing in-stock, out-stock, and stock take information
Retail Management System -Facilitates inventory channel management and provides extended information platform to customers
Genuine Product Authentication Solution –A product authentication solution enabling supply chain e-pedigree visibility
Item Level Tracking Solution – Providing manufacturer-to-store supply chain visibility by item-level EPC/RFID tagging
Cold Chain Management Solution –Traceability network enabling visibility of goods, information flow, and temperature status from source-to-destination
CASE SHARING
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Data capturing by devices like RFID readers, Bar Code scanners, sensors, GPS devices across the entire supply chain etc
Middleware to extract relevant data for transmission
Data upload
Captured Product information uploaded
Enterprise
Data retrieve for application use
Retrieve data using business logics
Enterprise applications like ERP, WMS, LMS, data bases, etc
Dataflow with authentication & authorization
Other standard based network Infrastructure of your trading partners
How does ezTRACK work?CASE SHARING
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Parallel Imported goods / Gray MarketCRM – Warranty Services / Customer databasePrice ControlChannel ControlEnhance Customer Experience
CASE SHARINGBenefits
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CUSTOMER EXPERIENCE
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Today’s Agenda
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2:00pm – 2:15pm Track OpeningMs. Heidi Ho, Principle Consultant, GS1 Hong Kong
2:15pm – 2:45pm Living ServicesMr. Iñaki Amate, Managing Director, Accenture
2:45pm- 3:15pm Re-Orienting the Business Process Model for Customer -Centric SuccessMr. Henry Soo, Managing Director, Datadevelop
3:15 pm – 3:30pm Break
3:30 pm – 4:00pm Business Process OptimizationMr. Carlos Lam, Director, CastelHK
4:00 pm – 4:20pm Measuring Your ExcellenceMs. Heidi Ho, Principle Consultant, GS1 Hong Kong
End of Session
© GS1 Hong Kong 2015
Thank you
GS1 Hong KongMs. Heidi HoE: [email protected]/ [email protected]: (852) 2863-9728/ 2861-2819F: (852) 2861-2423W: www.gs1hk.org
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