Key Takeaways from the SCALA Debate 2015

SARAH GREENFIELD – LOGISTICS DIRECTOR – UNILEVER

Sarah Calls on Government to Help Unlock Barriers
Sarah Called on Government to Help Unlock Barriers

Key Messages

1. The UK Government has a role to play in unlocking innovation
2. Co-operative value creation and not competitive cost reduction will provide the platform to deliver world class service
3. Innovation, collaboration and strategic alignment are the key enablers
4. The UK transport sector should be able to answer the simple question – where’s my pallet?

Key Quote

GOVERNMENT – “We can’t do it alone, some of this is going to involve unlocks from the government. They need to have a role in figuring out how we can be better at cross border into Europe. We need to align on legislation, such as weight restrictions and taxes, in order to unlock some of these flows. And we need to start figuring out how we can harness the grants and benefits that are available to us to actually start getting the money into CapEx budgets to get into those cutting-edge economically viable decisions.”

GLENN LINDFIELD – CHIEF EXECUTIVE – GREAT BEAR

Glenn Calls for Greater Customer Collaboration
Glenn Called for Greater Customer Collaboration

Key Messages

1. A partnership approach is required between customers and the 3PL sector
2. The logistics sector needs to work harder to attract the best people

Key Quote

PARTNERSHIP – “Taking a partnership approach and working in a collaborative manner leads to trust and strategic alignment and these are the key ingredients to a successful relationship. Contractual relationships need to be equitable and they need to work for both parties. We all have a tendency to over negotiate, which just leads to issues and problems down the line.”

OLIVER COFLER – CUSTOMER SERVICE & LOGISTICS DIRECTOR – MONDELEZ INTERNATIONAL

Oliver Challenged the Logistics Sector on Collaboration
Oliver Challenged the Logistics Sector on Collaboration

Key Messages

1. World class service is getting harder to deliver with modern organisational design
2. The supply chain has become massively more complex, both internally and externally
3. The logistics sector has to take a lead on collaboration, or it will never happen

Key Quote

“We have more complexity and unpredictability at one end, more standardisation and cost reduction at the other end, and we have bigger and more complex organisations that sit in between, and that is the reality that we work in today. I think I’m going to be a bit heretical in saying this, but all those organisational designs and changes weren’t done to deliver world class service – they were done to deliver efficiency and standardisation. What we have to do is make world class service work despite that, rather than because of it.”

TERRY MURPHY – NDC DIRECTOR – JOHN LEWIS

Terry Revealed That World Class Service is Difficult to Achieve in an Omni-Channel Market
Terry Revealed That World Class Service is Difficult to Achieve in an Omni-Channel Market

Key Messages

1. World class service is something John Lewis will never achieve
2. Charging for click-and-collect is an experiment, but the cost to serve needs to be controlled

Key Quote

“World class service is something we will never achieve – there are so many variables and there are so many customers. Each customer has different requirements and each customer has different requirements for different products and different services at different times of the day at different times of the week and different times of the year. What we have to do is maintain our level of paranoia, our level of dissatisfaction and our level of obsession. It sounds quite depressing, but it’s the most exciting job I have ever had.”

KEITH DOE – HEAD OF UK OPERATIONS – SHUTL

Keith says the High Street needs to fight off the threat from Amazon
Keith said the High Street Needs to Fight Off the Threat from Amazon

Key Messages

1. Technology can help the High Street compete with Amazon on range and convenience

Key Quote

“By introducing Shutl into the consumer proposition, the High Street can compete with the peer players on two of those key battlegrounds – 1) on range through collaboration across the high street; and 2) on convenience – we’re able to get the items delivered now! We believe we’re delivering a world class service because we give the customers two options – they can either choose to have the items delivered within the next 90 minutes or they have a 1-hour time window of their choice.”