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WO2001065428A2 - Systeme et procede de gestion de classement de parties interactives - Google Patents

Systeme et procede de gestion de classement de parties interactives Download PDF

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Publication number
WO2001065428A2
WO2001065428A2 PCT/CA2001/000253 CA0100253W WO0165428A2 WO 2001065428 A2 WO2001065428 A2 WO 2001065428A2 CA 0100253 W CA0100253 W CA 0100253W WO 0165428 A2 WO0165428 A2 WO 0165428A2
Authority
WO
WIPO (PCT)
Prior art keywords
order
goods
location
delivery
determining
Prior art date
Application number
PCT/CA2001/000253
Other languages
English (en)
Other versions
WO2001065428A8 (fr
Inventor
Jon William Hansen
Original Assignee
Parts Logistics Management Corp.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from CA 2299825 external-priority patent/CA2299825A1/fr
Application filed by Parts Logistics Management Corp. filed Critical Parts Logistics Management Corp.
Priority to AU2001240389A priority Critical patent/AU2001240389A1/en
Publication of WO2001065428A2 publication Critical patent/WO2001065428A2/fr
Publication of WO2001065428A8 publication Critical patent/WO2001065428A8/fr

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/08—Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
    • G06Q10/087—Inventory or stock management, e.g. order filling, procurement or balancing against orders

Definitions

  • This invention relates generally to the field of electronic commerce (“e-commerce”) software applications and, more particularly, to a computerized method and system for managing and fulfilling orders for goods, viz. computer and electronic parts, on a centralized basis.
  • e-commerce electronic commerce
  • an ordering management system and method for centrally controlling the receipt and fulfillment of an electronic order for goods which is transmitted by a user from a remote location through a communications network.
  • Order information is received from the user which identifies the goods and the destination address for delivery of the goods.
  • a time delivery requirement applicable to the order is determined.
  • Inventory location(s) having the goods in stock are identified.
  • a target inventory location from which the goods are deliverable to the destination address within the time delivery requirement is determined from the identified inventory location(s). The target inventory location is notified of the order to initiate shipment of the goods in accordance with the order to satisfy the time delivery requirement.
  • communications means are provided for permitting realtime interactive communications between a service representative and the user and for permitting the service representative to input information to the electronic order during the course of the interactive communications.
  • the target location is determined using intelligent time zone polling of the identified inventory locations.
  • shipment information is received from the target inventory location and the system monitors whether such information has been received and takes action with respect to the order if such information is not received within a predetermined time period.
  • an alternate delivery time requirement for delivery of the goods is also determined if the target inventory location cannot be determined and an alternate target inventory location from which the goods are deliverable to the destination address within the alternate time delivery requirement is determined using intelligent time zone polling of the identified inventory locations.
  • Figure 1 is a block diagram of the components of a parts ordering/management system which includes the e-commerce "front end" interactive system of the present invention.
  • Figure 2 is a flow chart diagram of the processes performed by the interactive system of the present invention.
  • Figure 3 is a flow chart diagram of the basic process carried out by the system of Figure 2.
  • Figure 4 is a flow chart diagram of the basic process plus the interactive feature of the system of Figure 2.
  • Figure 5 is a flow chart of the basic process but where the timing requirement of the Service Level Agreement (SLA) cannot be met and an alternate is offered.
  • SLA Service Level Agreement
  • FIG. 6 is a flow chart of the basic process but where the timing requirement of the Service Level Agreement (SLA) cannot be met and the order is transferred to sourcing.
  • SLA Service Level Agreement
  • Figure 7 is a flow chart of the warehouser action features of the process of the system of Figure 2.
  • Figure 8 is a flow chart of a sourcing feature of the process of the system of Figure 2.
  • Figure 1 shows the components of a parts ordering/management system 5 comprising the applicant's "front end” interactive system 10 and a "back end” ERP system 20 interfaced thereto, each of said systems being embodied in software.
  • An internal network 15 links the interactive system 10, through a firewall 20 and the Internet global communications network 25, to individual users (buyers) 30 who are authorized representatives (e.g. employees) of clients of the system operator (referred to herein as "system clients").
  • the internal network 15 also links the interactive system 10 to an ERP system 20 and to administrator(s) 35, sourcers (40) and customer service representatives "CSR's"(45) of the interactive system 10.
  • Output devices 50 such as printers are also provided in the internal network 15.
  • the ERP system 20 includes an inventory database of core parts 22 from which the system 10, through network 15, is able to identify on a real-time basis whether a specified part exists in inventory at a specified inventory location (e.g. a warehouse).
  • the inventory locations are strategically located for a given system client, taking into account the core parts needs and facilities of the individual customers of the system client, so that the system client is able to meet the delivery time requirements to which it has committed with its customers.
  • These delivery time requirements, which are used by the system 10 are stipulated by the system client and are governed by the content of the Service Level
  • the delivery time requirements are 1 hour, 4 hours or next day delivery, 24 hours per day, 7 days per week.
  • the system client may be responsible for supplying parts to company A and the SLA between the client and that customer may be 1 hour delivery to specified delivery addresses located nationwide. In that case the delivery time requirement for all parts ordered under the SLA by that system client for that specific customer (i.e. company A) is 1 hour.
  • a “core part” is defined to be either a high turnover part or a critical part, these being categories of parts which must be kept in inventory in order to satisfactorily service a system client. Parts which are not core parts are not maintained in inventory and, instead, are sourced-out by the interactive system 10 (i.e. ordered from a source outside of the system 5).
  • the preferred system 10 includes a database server 4 and a database 8 comprising the particulars of all of the core parts (i.e. part and warehouse identifiers) allocated to each system client so that the ERP system database 22 of the actual core parts existing in the warehouses does not have to be accessed unless and until a specific part is identified, confirmed for purchase by the user and the delivery destination has been selected by the user.
  • the system database 8 also stores historical order/delivery information for each system client, including the total order-to-delivery time for each special (i.e. out-sourced) order previously fulfilled by the system for a given part.
  • the databases 8 and 22 are used by the system 10 to process logistics for determining, automatically, for a part ordered by a client the specific inventory (warehouse) location which will satisfy the specific SLA delivery time requirements for that system client and the particular destination delivery address for the part.
  • These logistics which are preformed automatically by the system 10 include the application of a set of rules (tests), as set out in Table 1 below, to each order whereby a given part is located and selected on the basis of, inter alia, intelligent time zone polling with respect to the inventory locations having the part in stock and the time requirements of the available shipping (i.e. courier) options for delivery of the part to the particular delivery address therefor.
  • the systems' logistics will go to the warehouse(s) that can meet the delivery requirement for Calgary. If the first warehouse does not have the part, the system 10 will automatically calculates the capability of the next nearest warehouse taking into consideration both time zone and , mileage from the warehouse city to the delivery city. This automatic consideration of the time zone for successive warehouses under consideration is referred to herein as "intelligent time zone polling".
  • the system 10 will go to the Edmonton warehouse based on the fact that it is closest in terms of distance and is in the same time zone.
  • the system 10 will then recalculate the delivery capability and either confirm that the SLA delivery time requirement (i.e. 1 hour) can be met or, an alternative of 4 hours can be achieved.
  • the system 10 thereby enables the user to execute orders quickly and reliably achieving a superior level of delivery.
  • the system 10 of the preferred embodiment is Internet accessed and, therefore, includes a Web (network) server and e-commerce engine 12 for interfacing the system 10 with the remote users (buyers) 30 (i.e. through the user's electronic I/O device which, typically, is the user's PC) and warehouse representatives 38 (i.e. through the representative's electronic I/O device which, typically, is the representative's PC).
  • the references herein to communications between the system and the user or the warehouse (inventory location) representative mean that those communications are directed to their electronic I/O devices with which the system can electronically communicate.
  • An interactive service agent 14 is provided in the system 10 to permit and control real-time communications between the user 30 and a customer service representative (CSR) 45, the agent being a segment of computer software which can be autonomous and/or mobile and may be implemented as a component or object.
  • CSR customer service representative
  • a user directory component 4 is also provided in the system 10 to maintain, verify and identify all registered (authorized) users of the system and to track and compile each interactive ("on-line") session between the user 30 and the CSR 45.
  • the term "component” herein refers to a set of computer-readable instructions or commands and is not limited to any specific architecture or location.
  • the system components may be provided through a single CPU or, as shown in Figure 1 , through separate CPU's (A, B and C) to achieve better scalability, performance and reliability. TABLE 1
  • Figure 2 shows, by means of a flow chart, the various primary and optional processes carried out by the components of the interactive system of the invention.
  • Figures 3 to 9 show, in flow chart form, several distinct processes which may be carried out by the system.
  • the system 10 receives a user login request and verifies the user's input identification information (1 ). If the user is an authorized user (2) the system 10 presents a parts request form page to the user (3) and asks the user to enter either the manufacturer's number or the manufacturer's name and the product number. The system 10 accepts the information input by the user and searches its database 8 to identify whether the information matches a core part therein (4). If the system matches the requested part to a core part in inventory the system confirms the selection with the user (10).
  • the system again presents a parts request form page to the user(5) and indicates to the user that a match was not made so that the user may re-enter correct information if known.
  • the user is linked (6) to a customer service representative (CSR) (via a "chat" hot link implemented by agent 14) and real-time communications between the CSR and the user, and collaborative browsing between them, is enabled.
  • CSR customer service representative
  • collaborative browsing herein is defined as a facility whereby both the CSR and the user are able to enter information into the request forms presented to the user for submitting an order.
  • the collaborative browsing facility of the system 10 assists the user and saves time and data processing because it reduces the amount of data entry keying to be required for any given order in which the interactive facility is used.
  • the CSR communicates through the networks 15,25 with the user to the extent necessary to identify the part which the user desires and the system then identifies whether or not it is a core part (7). If the part is a core part in inventory the CSR provides the part identification particulars to the user (9) by entering the information into the part request form through the collaborative browsing facility of the system 10. If the part is not a core part in inventory the CSR creates a normal (i.e.
  • routine, time-independent) or special order (7a) collects all the necessary information concerning the part and destination address from the user and submits this into the database 8.
  • CSR routine, time-independent) or special order (7a) and collects all the necessary information concerning the part and destination address from the user and submits this into the database 8.
  • a regular process is followed and for special orders the CSR sends the information to a sourcer (40) who then interacts with the user to source the part and place an out-sourced order if directed to do so by the user.
  • the system 10 Based on the part identification the system 10 provides to the sourcer (40) statistical (e.g. averaged) delivery time information for the part which the sourcer provides to the user.
  • the system determines the statistical delivery time information on the basis of the historical sourced-out order information which has accumulated in database 8 from previous out-sourced orders.
  • the data may comprise delivery times for the fulfillment of five out-sourced orders handled previously by the system for the specific part required by the user from which the system 10 can average those stored delivery times and provide this information to the sourcer for the user. With this information the user is then better able to make a decision of whether or not to proceed with the proposed sourced- out order. Also, the user is thereby able to immediately inform the customer of the likely timing and this information may be critical to the customer's operations.
  • the user selects the destination city of the delivery address from a pull-down menu of the available destination cities for which the SLA delivery time service is available for the ordered part (and a data entry block for manual entry of the name of an unlisted city is also provided for entry of a city for which the SLA delivery service does not apply).
  • the system 10 accesses its database 8 and the real-time inventory database 22 provide through the ERP system 20 and determines the warehouses which have in stock the identified part (13).
  • the system presents to the user a page identifying that the part is not available for delivery within the SLA delivery time and prompts the user to select a CSR chat hot link button or call a 1 -800 number for further assistance (17).
  • the CSR will then create a manual or special order (7a) if requested to do so by the user.
  • the system 10 applies to the order a set of rules (processing tests), as set out in Table 1 , based on the user/CSR-input order information, the warehouse information, the SLA delivery time requirements for that particular customer and the shipping options (the latter two categories of information having been stored in the system 10.
  • the system identifies whether or not the rules are passed (15): they are passed if the required delivery time can be met and they are not passed if the required delivery time cannot be met. If the rules are passed the most appropriate warehouse which can 5 meet the delivery time requirement has been identified and the system 10 prompts the user to enter the delivery address, a call number and purchase order number. A unique confirmation is then assigned by the system to the order (18).
  • the system 10 displays all order information to the user and asks the user to submit or cancel the order (19) and the user then either submits the order or o cancels the order (20). If the user does not submit the order the system displays forthe user a page listing various reasons for canceling the order and the user is prompted to check one item of the listing (21 ). The user page is also provided with a 1-800 number which the user may call for assistance.
  • the system If the user submits the order the system commits the order to the databases 5 8 and 22 (23) and, through networks 15,25, the system notifies the warehouse representative (i.e. the representative of the inventory location which has been identified by the system from applying the rules) of the new order (24).
  • the warehouse representative arranges the shipping of the part and prints a packing slip and shipping waybill for the order and enters the packing slip and waybill o numbers into the order information of the system 10.
  • a system administrator 35 monitors the progress of all submitted orders (26) to ensure that a warehouse representative has entered into the system packing slip and waybill numbers for an order within a predetermined amount of time (e.g. 30 minutes) from the submission of that order. If this has not been done the administration takes appropriate action to ensure that the designated warehouse acts.
  • the system 10, warehouse representative 38 and user are interfaced to a Web tracking application 50 to enable each to track the progress of the shipment of the part from the warehouse to the delivery address.
  • a particularly suitable software tracking application has been developed by and is available from the applicant under the trademark Web TrackerTM.
  • the applicant's Web TrackerTM application is able to operate in conjunction with the system 10 to submit total order-to-deliver times for out-sourced product and the user is able to obtain from it real-time information concerning the status of delivery for any submitted order.
  • Figure 3 illustrates the basic process of the invention by which the buyer (user) logs into the system and selects and finds a core part and then selects a customer and standard shipping address.
  • the system determines from the ERP that the part is in inventory and from applying the rules, using the pre-programmed delivery time requirement of the SLA for that customer, determines that the SLA requirements can be met.
  • the user then completes and submits the order and the system enters the order into the ERP.
  • the warehouser and the user are notified by email of the order particulars to give notification of this to the warehouser (via a sound alarm email) and to confirm the order for the user.
  • Figure 4 shows the basic process and utilization of the interactive feature of the system to complete a "chat" between the user and a customer service representative (CSR).
  • CSR customer service representative
  • Figure 5 illustrates the situation where the time requirement of the SLA cannot be met and, instead, an alternate delivery time requirement is offered to the user.
  • the system applies the rules to determine whether the SLA can be met it is unable to identify a target inventory location for delivery within the SLA requirement and it is determined, therefore, that the SLA requirements cannot be met.
  • the system presents alternate delivery options (which could be provided for in the SLA as alternates) and, if one of these is acceptable to the user, the user then completes the order as usual (i.e. see Figure 3).
  • Figure 6 illustrates the situation where the time requirement of the SLA cannot be met and, instead, the order is transferred to sourcing. In this situation the user elects to source the order rather than choose an alternate SLA and the sourcer is notified that action is required.
  • Figure 7 illustrates the action taken by the warehouser (i.e. the inventory location representative).
  • the warehouser receives from the system automatic notification of the order to be shipped. This notification is done by the system by means of an email forwarded to the warehouser and the sound alarm email feature may be used so that if the warehouser is within hearing distance of the email- receiving I/O device an immediate notification is achieved.
  • the warehouser logs into the system by following a link in the email to an Internet login site which takes the warehouser to the screen of the user's order so that the warehouser may view the details of the order.
  • the warehouser then completes the order information with the waybill information for the shipment of the ordered part and the order is linked to a delivery tracking system (i.e. the above-mentioned Web Tracker system).
  • the user is provided with the completed order/delivery information (which included the waybill information) by email and can track the delivery process using the tracking system.
  • Figure 8 illustrates a sourcing action feature of the system which may provided to handle the situation where the user specifies a delivery address which is not a SLA address.
  • the "other address" and customer are selected by the user and the system forwards the order to a sourcer.

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Abstract

L'invention concerne un système et un procédé centralisés, informatisés, destinés à gérer et exécuter des commandes de marchandises, à savoir des pièces d'électroniques et d'ordinateurs, qui sont déposées électroniquement par un utilisateur distant. Ce procédé et ce système permettent d'établir une assistance par communications interactives en temps réel entre un représentant du service central et l'utilisateur et de mettre en oeuvre des moyens destinés à déterminer automatiquement, à partir d'emplacements d'entrepôts identifiés possédant les marchandises en stock, un emplacement d'entrepôt à partir duquel les marchandises sont livrables à l'adresse de destination, dans un délai prédéterminé, comprenant des moyens d'interrogation intelligente du faisceau horaire concernant les emplacements d'entrepôts identifiés. Des moyens permettent aussi de diriger la commande vers l'emplacement d'entrepôt cible afin d'initier l'expédition des marchandises selon la commande afin de satisfaire le délai fixé.
PCT/CA2001/000253 2000-03-02 2001-03-02 Systeme et procede de gestion de classement de parties interactives WO2001065428A2 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
AU2001240389A AU2001240389A1 (en) 2000-03-02 2001-03-02 Interactive parts ordering management method and system

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
CA 2299825 CA2299825A1 (fr) 2000-03-02 2000-03-02 Methode et systeme de gestion interactive de commande de pieces
CA2,299,825 2000-03-02
US53612300A 2000-03-28 2000-03-28
US09/536,123 2000-03-28

Publications (2)

Publication Number Publication Date
WO2001065428A2 true WO2001065428A2 (fr) 2001-09-07
WO2001065428A8 WO2001065428A8 (fr) 2004-03-04

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WO (1) WO2001065428A2 (fr)

Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2008007160A2 (fr) * 2006-07-11 2008-01-17 Abb Research Ltd. Système de gestion du cycle de vie de dispositifs électroniques intelligents
CN113763104A (zh) * 2021-01-21 2021-12-07 北京沃东天骏信息技术有限公司 用于订单收货地址的处理方法和装置以及电子设备和介质
WO2023029820A1 (fr) * 2021-08-31 2023-03-09 深圳市库宝软件有限公司 Procédé et appareil d'agencement de cargaison, et dispositif, système d'entreposage et support de stockage

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
No Search *

Cited By (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO2008007160A2 (fr) * 2006-07-11 2008-01-17 Abb Research Ltd. Système de gestion du cycle de vie de dispositifs électroniques intelligents
WO2008007160A3 (fr) * 2006-07-11 2009-02-26 Abb Research Ltd Système de gestion du cycle de vie de dispositifs électroniques intelligents
US8443355B2 (en) 2006-07-11 2013-05-14 Abb Research Ltd. Life cycle management system for intelligent electronic devices
CN113763104A (zh) * 2021-01-21 2021-12-07 北京沃东天骏信息技术有限公司 用于订单收货地址的处理方法和装置以及电子设备和介质
WO2023029820A1 (fr) * 2021-08-31 2023-03-09 深圳市库宝软件有限公司 Procédé et appareil d'agencement de cargaison, et dispositif, système d'entreposage et support de stockage

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WO2001065428A8 (fr) 2004-03-04

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