Hi All
Its now been a few weeks since my last system update so I wanted to let you know how our team is progressing through the issues we have been experiencing.
Returns
Four weeks ago we were still working on returns received at the end of October. This week we are working on returns received in the second week of January. Normally we would expect to process returns within three weeks, so we are still not there yet but we have reduced the backlog by five weeks.
Receiving
We have improved our turnaround time from eighteen working days at the beginning of January, to ten working days on most wholesale product from the UK and US. This is helping to improve our fill rate however we do still have a way to go before we are back to our normal standards of service in this area.
Backorders
Single line backorders are still occuring; however we have seen a substantial reduction in the incidence. Our team along with consultants from SAP are continuing to work on resolving the residual issues.
I want to thank you all again for your continued patience and understanding with STL. Please continue to feedback your comments to our team, as your comments have been extremely useful in identifying issues that need to be resolved.
Warm Regards
STL Blog Team
Wednesday, 25 February 2009
Monday, 23 February 2009
High Discount Offers
Warm Regards
STLD Blog Team
Monday, 16 February 2009
Message from Keith Danby - CEO IBS-STL UK
I have to confess that I am new to communication by blog but there is always a first time!
Last week I was in the UK office and set a goal to speak to 12 of our key customers. My goal was to apologize personally to each of them for SAP problems our customers encountered before Christmas in particular and some extend even now in the two months into the New Year.
I also wanted to listen to the customers about the problems that they are confronted at the moment. It will be no surprise that there was a pattern to each of their comments. For your information these are the areas that where raised.
Reliability. Of course all customers are keen to see STL Distribution offer a reliable service. Although the service and improved considerably in the last few weeks I have admit it is not where it needs to be. I would estimate we are currently getting out 95% of the orders for same day dispatch. In a few weeks I hope this will be back to the 100% that you expect.
Fill rate. This has been poor in the past few months. Our normal goal is between 88%-92%. In the weeks leading up to Christmas it has been low 70%. Steve Apted joined STL Distribution as Head of Supply Chain Management having spent 30 years in this discipline. He has made some early gains but I think it will be several months before it is where we want it to be. Our goal for 2009 is 95%.
Back Orders. I realise this has been a real frustration to our customers. The leadership team has been focusing on this area in the past week and we hope to see some improvement in the next few weeks. We think we have solved this area but we need to do some adequate testing before we are completely satisfied.
Pricing. I understand many have experienced problems with the pricing of Zondervan and other US Supplier books. We apologize for this and we are trying to address this area quickly. Steve Apted and the Buying team are focused on resolving this area.
Website pricing. I am aware this is another area where you are experiencing problems and we hope to also have this area resolved very soon.
Credit Notes. Our Distribution team has introduced a 24/6 shift system to speed up this process.
This is some list but I want to thank you for your patience and assure you that we are doing all we can at this time to get back to a credible service.
In the meantime thank you for your business and support.
Last week I was in the UK office and set a goal to speak to 12 of our key customers. My goal was to apologize personally to each of them for SAP problems our customers encountered before Christmas in particular and some extend even now in the two months into the New Year.
I also wanted to listen to the customers about the problems that they are confronted at the moment. It will be no surprise that there was a pattern to each of their comments. For your information these are the areas that where raised.
Reliability. Of course all customers are keen to see STL Distribution offer a reliable service. Although the service and improved considerably in the last few weeks I have admit it is not where it needs to be. I would estimate we are currently getting out 95% of the orders for same day dispatch. In a few weeks I hope this will be back to the 100% that you expect.
Fill rate. This has been poor in the past few months. Our normal goal is between 88%-92%. In the weeks leading up to Christmas it has been low 70%. Steve Apted joined STL Distribution as Head of Supply Chain Management having spent 30 years in this discipline. He has made some early gains but I think it will be several months before it is where we want it to be. Our goal for 2009 is 95%.
Back Orders. I realise this has been a real frustration to our customers. The leadership team has been focusing on this area in the past week and we hope to see some improvement in the next few weeks. We think we have solved this area but we need to do some adequate testing before we are completely satisfied.
Pricing. I understand many have experienced problems with the pricing of Zondervan and other US Supplier books. We apologize for this and we are trying to address this area quickly. Steve Apted and the Buying team are focused on resolving this area.
Website pricing. I am aware this is another area where you are experiencing problems and we hope to also have this area resolved very soon.
Credit Notes. Our Distribution team has introduced a 24/6 shift system to speed up this process.
This is some list but I want to thank you for your patience and assure you that we are doing all we can at this time to get back to a credible service.
In the meantime thank you for your business and support.
Tuesday, 10 February 2009
Weather Update
Todays update on likely disruption to FeDex delveries:
Please be aware Marston Gate Hub is currently impacted by heavy snow fall, with delays to Inbound trunking at both Hubs due to severe weather and poor road conditions. This will cause significant disruption to FeDex deliveries south of Coventry.
Our apologies once again for any inconvenience caused - if you have a query on a specific order please contact our customer service team directly in the normal manner.
STL Blog Team
Please be aware Marston Gate Hub is currently impacted by heavy snow fall, with delays to Inbound trunking at both Hubs due to severe weather and poor road conditions. This will cause significant disruption to FeDex deliveries south of Coventry.
Our apologies once again for any inconvenience caused - if you have a query on a specific order please contact our customer service team directly in the normal manner.
STL Blog Team
Friday, 6 February 2009
FeDex Delivery Update Friday 6th February
Todays update on likely disruption to FeDex delveries:
Severe Weather Updates:
Harlow (23) have reported that there is currently no access to any SG postcode areas, therefore deliveries will be affected.
Launceston (16/72/81/172) have reported that all routes in and around the depot are not accessible at this time, it is unlikely that any freight will be able to be despatched or collected today.
Wellingborough (36/68) have reported that there is currently limited access throughout their region due to the heavy snowfall and worsening conditions, combined with service recovery being attempted from yesterday, therefore some timed deliveries may be affected.
Severe Weather conditions and heavy snow has been reported by the following depots, which has resulted in hazardous conditions on many roads throughout the regions, including road closures and accidents due to the weather, therefore deliveries within these areas will be affected:- Swansea (98/28), Derby (39), Gretna (54/58), Belfast (64), Hornsey (96/196/396), Sleaford (43), Swindon (83), Hereford (130), Camberley (18), Slough (95/195), Exeter (15/115), Harlow (23), Cambridge (37/137), Aylesbury (24/124), Cardiff (27), Fareham (11/12/84), Bristol (17), Park Royal (19/119), Weston (14) and Gloucester (26)
Our apologies once again for any inconvenience caused - if you have a query on a specific order please contact our customer service team directly in the normal manner.
Severe Weather Updates:
Harlow (23) have reported that there is currently no access to any SG postcode areas, therefore deliveries will be affected.
Launceston (16/72/81/172) have reported that all routes in and around the depot are not accessible at this time, it is unlikely that any freight will be able to be despatched or collected today.
Wellingborough (36/68) have reported that there is currently limited access throughout their region due to the heavy snowfall and worsening conditions, combined with service recovery being attempted from yesterday, therefore some timed deliveries may be affected.
Severe Weather conditions and heavy snow has been reported by the following depots, which has resulted in hazardous conditions on many roads throughout the regions, including road closures and accidents due to the weather, therefore deliveries within these areas will be affected:- Swansea (98/28), Derby (39), Gretna (54/58), Belfast (64), Hornsey (96/196/396), Sleaford (43), Swindon (83), Hereford (130), Camberley (18), Slough (95/195), Exeter (15/115), Harlow (23), Cambridge (37/137), Aylesbury (24/124), Cardiff (27), Fareham (11/12/84), Bristol (17), Park Royal (19/119), Weston (14) and Gloucester (26)
Our apologies once again for any inconvenience caused - if you have a query on a specific order please contact our customer service team directly in the normal manner.
Thursday, 5 February 2009
FeDex Delivery Update Thursday 5th February
Further update from FeDex:
Please be advised that due to the severe weather and hazardous conditions, the following depots are unable to despatch drivers, therefore no deliveries will be attempted today:- Aylesbury (24/124), Coventry (35), Banbury (25), Cambridge (37/137), Leek (66), Swindon (83), further updates will be posted on the bulletin where possible.
The weather conditions in certain parts of the country continue to cause some disruption to FeDex deliveries, here is today’s update of depots affected:
Severe Weather conditions and heavy snow has been reported by the following depots, which has resulted in hazardous conditions on many roads throughout the regions, including road closures and accidents due to the weather, therefore deliveries within these areas will be affected:- Stoke (40), Swindon (83), Aylesbury (24/124), Derby (39), Wellingborough (36/68), Camberley (18), Leek (66), Slough (95/195), Harlow (23), Fareham (11/12/84), Frome (114), Cambridge (37/137), Leicester (38), Bristol (17), Cardiff (27), Sleaford (43), Spilsby (143), Hereford (130), Byfleet (7/319), Inverness (88/89), Leeds (50), Exeter (15/115), Kilmarnock (59), Nottingham (139), Cannock (63), Scunthorpe (47), Sheffield (46), Gloucester (26), Aberdeen (62/67/69), Banbury (25), Coventry (35), Worcester (30), Belfast (64)
Our apologies once again for any inconvenience caused - if you have a query on a specific order please contact our customer service team directly in the normal manner.
Please be advised that due to the severe weather and hazardous conditions, the following depots are unable to despatch drivers, therefore no deliveries will be attempted today:- Aylesbury (24/124), Coventry (35), Banbury (25), Cambridge (37/137), Leek (66), Swindon (83), further updates will be posted on the bulletin where possible.
The weather conditions in certain parts of the country continue to cause some disruption to FeDex deliveries, here is today’s update of depots affected:
Severe Weather conditions and heavy snow has been reported by the following depots, which has resulted in hazardous conditions on many roads throughout the regions, including road closures and accidents due to the weather, therefore deliveries within these areas will be affected:- Stoke (40), Swindon (83), Aylesbury (24/124), Derby (39), Wellingborough (36/68), Camberley (18), Leek (66), Slough (95/195), Harlow (23), Fareham (11/12/84), Frome (114), Cambridge (37/137), Leicester (38), Bristol (17), Cardiff (27), Sleaford (43), Spilsby (143), Hereford (130), Byfleet (7/319), Inverness (88/89), Leeds (50), Exeter (15/115), Kilmarnock (59), Nottingham (139), Cannock (63), Scunthorpe (47), Sheffield (46), Gloucester (26), Aberdeen (62/67/69), Banbury (25), Coventry (35), Worcester (30), Belfast (64)
Our apologies once again for any inconvenience caused - if you have a query on a specific order please contact our customer service team directly in the normal manner.
Wednesday, 4 February 2009
FeDex Delivery Update: Wednesday 4th February
Orders dispatched on Tuesday 3rd February for delivery today may again be disrupted by the weather conditions. Here is the latest update from FeDEx:
Severe Weather conditions and black ice have been reported by the following depots, which has resulted in hazardous conditions on many side roads throughout the regions, therefore deliveries within these areas will be affected:- Exeter (15/115), Scunthorpe (47), Harlow (23), Aylesbury (24/124), Dartford (305/76), Leeds (50), Sheffield (46), Swansea (98/28), Fareham (11/12/84), Gloucester (26), Cardiff (27), Gretna (54/58), Croydon (1/77), Swindon (83), Derby (39), Launceston (16/72/81/172), Byfleet (7/319) and Camberley (18)
Our apologies for any inconvenience caused - if you have a query on a specific order please contact our customer service team directly in the normal manner.
Single Line Backorders
Probably one of the most frustrating issues we currently have is that of single line backorders sent separately by post. They are time consuming and inefficient to handle for both retailer and distributor and as a consequence are a high priority for us to resolve.
Progress to date – we closed a significant gap back in mid January where stock was allocated to backorders but they were not shipped for a short period of time. A number of these backorders combined with normal orders in the usual manner, however a significant portion did not (as previous blog posts relate) and continue not to do so. However with better visibility of the specific causes we have made good progress in pinpointing the reasons and seeking a solution. There are around seven possible and largely related scenarios of which the following is an example concerning Synergi orders as follows:
· Place a Synergi order for 30 articles and select “Don’t send backorders with this order”
· Your order arrives with 25 of the 30 articles and no backorders. So far so good.
· However – the 5 outstanding backorders are each being created in SAP with the same effective instruction – “Don’t send backorders with this order”
· So when you place your next order and we now have stock for say backorder A, SAP triggers backorder A to be released, but as it carries the instruction “Don’t send backorders with this order” it sends Backorder A separately from your stock order.
In practice the logic is more complex as in SAP the setting is: Can this order (or backorder) be combined with another order, which is not the same concept of backorders as we currently understand them.
In order to minimise the incidence of creating single line backorders under this scenario you may wish to avoid using the “Don’t send backorders with this order” option in Synergi. We realise this has operational implications, which are not perfect so you will need to judge the benefits for your store. We are also exploring the possibility of amending backorders already created in this manner for your store.
We will update on progress as soon as we have a solution in place.
Progress to date – we closed a significant gap back in mid January where stock was allocated to backorders but they were not shipped for a short period of time. A number of these backorders combined with normal orders in the usual manner, however a significant portion did not (as previous blog posts relate) and continue not to do so. However with better visibility of the specific causes we have made good progress in pinpointing the reasons and seeking a solution. There are around seven possible and largely related scenarios of which the following is an example concerning Synergi orders as follows:
· Place a Synergi order for 30 articles and select “Don’t send backorders with this order”
· Your order arrives with 25 of the 30 articles and no backorders. So far so good.
· However – the 5 outstanding backorders are each being created in SAP with the same effective instruction – “Don’t send backorders with this order”
· So when you place your next order and we now have stock for say backorder A, SAP triggers backorder A to be released, but as it carries the instruction “Don’t send backorders with this order” it sends Backorder A separately from your stock order.
In practice the logic is more complex as in SAP the setting is: Can this order (or backorder) be combined with another order, which is not the same concept of backorders as we currently understand them.
In order to minimise the incidence of creating single line backorders under this scenario you may wish to avoid using the “Don’t send backorders with this order” option in Synergi. We realise this has operational implications, which are not perfect so you will need to judge the benefits for your store. We are also exploring the possibility of amending backorders already created in this manner for your store.
We will update on progress as soon as we have a solution in place.
Tuesday, 3 February 2009
Update: Fedex Deliveries Tuesday 3rd February
We anticipated that FeDex might have some difficulty delivering orders despatched by STLD on Monday. Below is an extract from their website indicating the depots most affected:
“Severe Weather conditions and heavy snowfall/black ice has been reported by the following depots, which has resulted in hazardous conditions and many road closures throughout the regions, therefore deliveries within these areas will be affected:- Scunthorpe (47), Sheffield (46), Frome (114), Exeter (15/115), Gretna (54/58), Gloucester (26), Byfleet (7/319), Brighton (3), Harlow (23), Leeds (50), Croydon (1/77), Fareham (11/12/84), Swansea (28/98), Aylesbury (24/124), Launceston (16/72/81/172), Cardiff (27), Camberley (18) and Littleborough (90).”
If you have a query on a specific order please contact our customer service team directly in the normal manner.
Kind Regards
STLD Blog Team
Monday, 2 February 2009
Severe weather - Update
Hi All
Further to the earlier update on weather conditions, I can confirm that we are managing to despatch orders placed today and our courier (Fedex) will be picking up as normal from our warehouse. They have, however indicated that there may be some issues with their central hub in Stoke resulting in some parts of the country not recieving a normal service.
We hope this does not cause you too much disruption.
Kind Regards
STLD Blog Team
Further to the earlier update on weather conditions, I can confirm that we are managing to despatch orders placed today and our courier (Fedex) will be picking up as normal from our warehouse. They have, however indicated that there may be some issues with their central hub in Stoke resulting in some parts of the country not recieving a normal service.
We hope this does not cause you too much disruption.
Kind Regards
STLD Blog Team
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