Ernst & Young's Risk in the Supply Chain Survey Ernst & Young's ...

GLOBAL RETAIL AND
CONSUMER PRODUCTS
Ernst & Young’s
Risk in the Supply Chain Survey
Retail Sector Final Report
November 2003

Participant Profiles
E&Y.5. How many employees are in
your entire organization
35%
E&Y.4. What is your organization's approximate
annual sales revenue
2001
2002
|
|
0.01 0.1 1 10 100
Sales Revenue ($ Billions)
(logarithmic scale)
Solid Diamond represents median value
Number of respondents: 16 (2001), 16 (2002)
|
|
Percent of 17 Respondents
0 10 20 30
12%
6%
18%
18%
12%
0%
100,000
to
100,000
1
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Corporate Governance
Use of Industry Benchmarking Models and Quality Programs
GSCM.5. Did you perform benchmarking
with other companies in 2002
47% 47%
GSCM.3. Do you follow the Supply Chain Council's
Supply Chain Operations Reference (SCOR)
model in your supply chain management
71%
Percent of 17 Respondents
0 10 20 30 40
6%
Percent of 17 Respondents
0 20 40 60
12%
18%
Yes No Don't Know
Yes No Don't Know
2
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Corporate Governance
Use of Industry Benchmarking Models and Quality Programs
PLAN.5. Indicate your opinion on the following statements
regarding the business process in your company.
Percent of Respondents
Average
Statements:
N
Strongly
Disagree
Strongly
Agree
DK NA 1 2 3 4 5
Strongly
Disagree
Neutral
Strongly
Agree
1 2 3 4 5
Percentage of all Respondents
Average excluding DK and NA
We always use Collaborative Planning Forecasting
and Replenishment (CPFR) practices in our planning process.
17 12 24 35 12 12 6 0
Diamond represents average of all respondents
Sorted by Overall Average
DK = Don't Know, NA = Not Applicable
3
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Corporate Governance
Frequency of Internal Audits within SCM Processes
SOURCE.13. How often do you conduct your internal audit
35%
Percent of 17 Respondents
0 10 20 30
6%
18%
0%
12%
29%
Weekly or
more often
Monthly Quarterly Semiannually
Annually or
less often
Other
4
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Order Book
Corporate Governance
Frequency of Internal Audits within SCM Processes
SELL.8. How often do you audit the following
Pricing Table
Pricing File
Customer Master
File
Other
20%
0%
0%
9%
Never
0%
0%
0%
9%
Annually or
less often
0%
0%
0%
9%
Quarterly
20%
29%
21%
18%
Monthly
10%
36%
29%
18%
Weekly or
more often
50%
36%
50%
36%
0 10 20 30 40 50
Percent of 10 Respondents
0 10 20 30 40 50
Percent of 14 Respondents
0 10 20 30 40 50
Percent of 14 Respondents
0 10 20 30 40 50
Percent of 11 Respondents
5
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Corporate Governance
Effectiveness of Internal Controls in SCM Processes
Indicate your opinion on the following statements
regarding the business process in your company.
Statements:
PLAN.5
N
Percent of Respondents
DK NA
Strongly
Disagree
1 2 3
Strongly
Agree
4 5
Percentage of all Respondents
We effectively manage the returned goods repair process. 17 0 53 0 12 6 12 18
Average
Strongly Neutral Strongly
Disagree
1 2 3 4
Agree
5
Average excluding DK and NA
We have good metrics in place to measure the
effectiveness of our production planning process.
We are satisfied with the controls over the planning process.
SELL.7
17
16
0 12 0 6 18 47 18
0 6 0 19 25 50 0
The existing control over granting credit is effective.
17
6 59 0 0 0 12 24
We have adequate controls in place over discounting
customer orders.
17
RETURNS.5
0 18 6 0 6 41 29
We effectively manage the returned goods repair process. 17 0 53 0 12 6 12 18
6
Diamond represents average of all respondents
Sorted by Overall Average
DK = Don't Know, NA = Not Applicable
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Collaborative Relationships
Number of Collaborative Relationships in SCM Processes
GSCM.4. How many collaborative relationships did you have for the following process areas in 2002
Plan
Source
Make
More than 5
47%
53%
46%
2 to 5
0%
6%
15%
1
6%
6%
0%
0
29%
24%
8%
Don't Know
18%
12%
31%
0 10 20 30 40 50
Percent of 17 Respondents
0 10 20 30 40 50
Percent of 17 Respondents
0 10 20 30 40 50
Percent of 13 Respondents
Deliver
Sell
Returns
More than 5
53%
53%
53%
2 to 5
24%
6%
12%
1
6%
0%
0%
0
12%
29%
18%
Don't Know
6%
12%
18%
0 10 20 30 40 50
Percent of 17 Respondents
0 10 20 30 40 50
Percent of 17 Respondents
0 10 20 30 40 50
Percent of 17 Respondents
7
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Collaborative Relationships
Number of Collaborative Relationships in SCM Processes
GSCM.24. How many collaborative relationships did you have within the following process areas in 2002
Business Continuity
Customer Call Center
IT Infrastructure
eCommerce Initiatives
More than 5
18%
0%
12%
6%
2 to 5
29%
35%
47%
24%
1
18%
6%
6%
6%
Don't know
18%
18%
24%
24%
Not applicable
18%
41%
12%
41%
0 10 20 30 40
Percent of 17 Respondents
0 10 20 30 40
Percent of 17 Respondents
0 10 20 30 40
Percent of 17 Respondents
0 10 20 30 40
Percent of 17 Respondents
Network/Systems Monitoring
Network Management
Remote/Virtual Networking
Web Hosting/ISP
More than 5
6%
6%
6%
0%
2 to 5
35%
35%
29%
12%
1
12%
12%
12%
24%
Don't know
24%
24%
24%
29%
Not applicable
24%
24%
29%
35%
0 10 20 30 40
Percent of 17 Respondents
0 10 20 30 40
Percent of 17 Respondents
0 10 20 30 40
Percent of 17 Respondents
0 10 20 30 40
Percent of 17 Respondents
8
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Collaborative Relationships
Management of Collaborating Partners
GSCM.8. Indicate your opinion on the following statements
regarding the collaborative relationships in your company.
Percent of Respondents
Average
Statements:
N
Strongly
Disagree
Strongly
Agree
DK NA 1 2 3 4 5
Strongly
Disagree
Neutral
Strongly
Agree
1 2 3 4 5
Percentage of all Respondents
Average excluding DK and NA
The supply chain data we share with external companies or
collaborative partners are accurate.
16
0 6 0 0 19 31 44
We share substantial amounts of data with external
companies or collaborative partners.
17
0 0 6 24 6 24 41
The service agreements defined are monitored in their
enforcement.
17
0 12 6 24 18 12 29
We have comprehensive service agreements defined for our
critical collaborative partners.
17
0 18 6 24 24 12 18
We have a formal process in place to evaluate collaborative
partners.
17
0 18 24 18 6 18 18
Diamond represents average of all respondents
Sorted by Overall Average
DK = Don't Know, NA = Not Applicable
9
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Collaborative Relationships
Management of Vendors/Suppliers
2001
2002
SOURCE.1. What was your total number of
suppliers from the accounts payable register
|
|
0 2000 4000 6000
Number of Suppliers
Solid Diamond represents median value
Number of respondents: 13 (2001), 14 (2002)
Number of companies not measuring: 4 (2001), 3 (2002)
|
|
SOURCE.9. Do you have a sourcing program in place
aimed at reducing the number of vendors you work with
53%
47%
Percent of 17 Respondents
0 10 20 30 40 50
0%
Yes No Don't Know/
Not applicable
SOURCE.8. Percentage of Sourcing Arrangements
Multiple sourcing
|
|
Single sourcing
|
|
Sole sourcing
|
|
Solid Diamond represents median value
Number of respondents: 18 (Sole), 20 (Single), 19 (Multiple)
10
0 20 40 60 80 100
Percent
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Collaborative Relationships
Management of Vendors/Suppliers
SOURCE.11. Do you formally evaluate vendor performance by monitoring the following
Cost
Quality
Delivery
Not Applicable
0%
0%
0%
Don't Know
0%
0%
0%
No
18%
18%
18%
Yes
82%
82%
82%
0 20 40 60 80
Percent of 17 Respondents
0 20 40 60 80
Percent of 17 Respondents
0 20 40 60 80
Percent of 17 Respondents
11
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Corporate Governance
Management of Vendors/Suppliers
SOURCE.10. Do you have a documented
competitive bidding process in place
47% 47%
SOURCE.14. Do you review supplier performance
based on Supplied in Full and On Time (SIFOT)
65%
Percent of 17 Respondents
0 10 20 30 40
6%
Percent of 17 Respondents
0 10 20 30 40 50 60
35%
0%
Yes No Don't Know/
Not applicable
Yes No Don't Know/
Not applicable
12
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Corporate Governance
Management of Vendors/Suppliers
SOURCE.12. How often do you evaluate large vendors for the accuracy and payment timing, respectively
Accuracy
Payment Timing
Always
12%
9%
Often
24%
27%
Sometimes
29%
18%
Rarely
35%
36%
Never
0%
0%
Don't Know
Not Applicable
0%
9%
13
0 10 20 30
Percent of 17 Respondents
0 10 20 30
Percent of 11 Respondents
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Collaborative Relationships
Management of Vendors/Suppliers
SOURCE.3. What percentage of suppliers
were approved or certified
SOURCE.2. What percentage of defects is
attributed to poor supplier quality
2001
|
|
2001
|
|
2002
|
|
2002
|
|
0 20 40 60 80 100
Percentage of Suppliers (%)
Solid Diamond represents median value
Number of respondents: 5 (2001), 6 (2002)
Number of companies not measuring: 10 (2001), 9 (2002)
0 20 40 60 80 100
Percentage of Defects (%)
Solid Diamond represents median value
Number of respondents: 10 (2001), 10 (2002)
Number of companies not measuring: 7 (2001), 7 (2002)
14
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Business Continuity Planning
Disaster and Business Interruption Readiness
GSCM.10. How would you rate the ability of your organization to continue
business operations in the event of a disaster or business interruption
Ability to recover
supply chain operations
Prepare backup suppliers in the
event that a supplier is unable
to continue business operations
Backup protection of
your critical supply chain data
World Class
6%
6%
18%
Adequate
76%
59%
76%
Marginal
12%
6%
6%
Inadequate
6%
6%
0%
Not capable at all
0%
0%
0%
Not Applicable
0%
24%
0%
0 20 40 60
0 20 40 60
0 20 40 60
Percent of 17 Respondents
Percent of 17 Respondents
Percent of 17 Respondents
15
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Business Continuity Planning
Disaster and Business Interruption Readiness
GSCM.11. Have you identified third parties to assist with critical
supply chain operations in the event of a disaster or business interruption
Percent of 17 Respondents
0 10 20 30 40 50 60
59%
41%
0%
Yes No Don't Know
16
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Business Continuity Planning
Disaster and Business Interruption Readiness
GSCM.13. When did you last conduct a test of the recovery preparedness of your supply chain operations
Percent of 17 Respondents
0 10 20 30 40
41%
12% 12%
6%
0-3
4-12
13-24
Over 24
months
months
months
months
ago ago ago ago
GSCM.14. When did you last conduct a test of the recovery preparedness of your supply chain technologies
Percent of 17 Respondents
0 10 20 30
35%
0-3
months
ago
29%
4-12
months
ago
0%
13-24
months
ago
6%
Over 24
months
ago
29%
Other
29%
Other
17
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Business Continuity Planning
Disaster and Business Interruption Experiences
GSCM.12. In 2002, have the following supply chain activities experienced
any unscheduled or unplanned disruptions
Plan
Source
Make
Yes
25%
18%
25%
No
69%
71%
67%
Don't Know
6%
12%
8%
0 20 40 60 80
0 20 40 60 80
0 20 40 60 80
Percent of 16 Respondents
Percent of 17 Respondents
Percent of 12 Respondents
Deliver
Sell
Returns
Yes
38%
31%
12%
No
56%
62%
81%
Don't Know
6%
6%
6%
0 20 40 60 80
0 20 40 60 80
0 20 40 60 80
Percent of 16 Respondents
Percent of 16 Respondents
Percent of 16 Respondents
18
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Business Continuity Planning
Disaster and Business Interruption Experiences
GSCM.12. If any of the following supply chain activities experienced any unscheduled
or unplanned disruptions, was it due to technology problems
Plan
Source
Make
Yes
20%
7%
7%
No
80%
80%
71%
Don't Know
0%
13%
21%
0 20 40 60 80
0 20 40 60 80
0 20 40 60 80
Percent of 15 Respondents
Percent of 15 Respondents
Percent of 14 Respondents
Deliver
Sell
Returns
Yes
12%
12%
7%
No
76%
88%
80%
Don't Know
12%
0%
13%
0 20 40 60 80
0 20 40 60 80
0 20 40 60 80
Percent of 17 Respondents
Percent of 16 Respondents
Percent of 15 Respondents
19
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Business Continuity Planning
Disaster and Business Interruption Experiences
GSCM.9. What is the most critical process in your supply chain management
activities in the event of a disaster or business interruption
Sorted by Overall Frequency
Deliver
Sell
Other
Plan
Source
Returns
Make
0%
0%
6%
12%
18%
24%
41%
0 10 20 30 40
Percent of 17 Respondents
20
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SCM Application Security
Current Level of Security and Activities
GSCM.22. Please rate the current level of security over the following supply chain management activities.
World class
6%
Plan
0%
Source
0%
Make
Adequate
76%
88%
64%
Marginal
12%
6%
9%
Inadequate
0%
0%
0%
Not capable at all
0%
6%
9%
Don't know
6%
0%
18%
0 20 40 60 80
Percent of 17 Respondents
0 20 40 60 80
Percent of 17 Respondents
0 20 40 60 80
Percent of 11 Respondents
World class
6%
Deliver
6%
Sell
0%
Returns
Adequate
94%
94%
88%
Marginal
0%
0%
6%
Inadequate
0%
0%
0%
Not capable at all
0%
0%
6%
Don't know
0%
0%
0%
0 20 40 60 80
Percent of 17 Respondents
0 20 40 60 80
Percent of 17 Respondents
0 20 40 60 80
Percent of 17 Respondents
21
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SCM Application Security
Activities Currently or Planning to be Conducted Electronically
GSCM.20. What supply chain management activities do you currently
conduct electronically, or plan to within the next 12 months
Plan
Source
Make
Yes
76%
100%
70%
No
24%
0%
30%
0 20 40 60 80 100
0 20 40 60 80 100
0 20 40 60 80 100
Percent of 17 Respondents
Percent of 17 Respondents
Percent of 10 Respondents
Deliver
Sell
Returns
Yes
88%
94%
76%
No
12%
6%
24%
0 20 40 60 80 100
0 20 40 60 80 100
0 20 40 60 80 100
Percent of 17 Respondents
Percent of 17 Respondents
Percent of 17 Respondents
22
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SCM Application Security
Security Requirements in Supply Chain Operations
GSCM.19. Compared to other areas of the business (other than supply chain management),
what level of security is required within the supply chain in general
47%
Percent of 17 Respondents
0 10 20 30 40
18%
35%
0% 0% 0%
Much
higher
Higher Same Lower Much
lower
Other
23
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SCM Application Security
Security Requirements in Supply Chain Operations
GSCM.21. How much does your company rely
on the following areas to ensure the security
of your supply chain management activities
Percent of Respondents
Average
Areas
N
Very
Low
Very
High
DK 1 2 3 4 5
Very
Low
Marginal Very
High
1 2 3 4 5
Percentage of all Respondents
Average excluding DK and NA
Firewalls and routers
Capabilities of your operating systems software
Anti-virus software
Physical controls protecting your supply chain hardware devices
Intrusion detection/incident response system
Capabilities of your supply chain software applications
Data encryption
17
17
17
17
17
17
17
6 0 0 6 24 65
6 0 0 6 35 53
0 0 0 12 35 53
6 6 12 6 29 41
24 0 6 24 24 24
6 24 0 12 18 41
18 6 18 12 24 24
GSCM.23. Please rate the degree of importance each trust area
below has on your supply chain management activities. Percent of Respondents Average
Trust Area
N
Very
unimportant
Very
important
DK 1 2 3 4 5
Very
unimportant
Marginal Very
important
1 2 3 4 5
Percentage of all Respondents
Average excluding DK and NA
Information Security
17
0 0 0 0 24 76
Systems Availability
17
6 0 0 0 24 71
Confidentiality
17
0 0 0 6 35 59
Information Privacy
17
0 0 0 12 41 47
Performance Measurement
17
6 0 0 12 53 29
Contractual Obligations
17
6 6 0 6 59 24
Diamond represents average of all respondents
Sorted by Overall Average
DK = Don't Know, NA = Not Applicable
24
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Data Integrity
Supply Chain Software and Error Free Orders
GSCM.17. What kind of software did you use to manage the supply chain in 2002
Sorted by Overall Frequency
Other
53%
Transactional software
35%
Supply chain management
specialized software
12%
0 10 20 30 40 50
Percent of 17 Respondents
SOURCE.5. What percentage of your annual
total orders was error free
2001
2002
|
|
|
|
0 20 40 60 80 100
Percent (%)
Solid Diamond represents median value
Number of respondents: 11 (2001), 12 (2002)
Number of companies not measuring: 6 (2001), 5 (2002)
25
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Data Integrity
Ability to Accurately Return Stock to Inventory
and Ability to Respond to Customer Inquiries
Indicate your opinion on the following statements
regarding the business process in your company.
Percent of Respondents
Average
Statements:
N
Strongly
Disagree
Strongly
Agree
DK NA 1 2 3 4 5
Strongly
Disagree
Neutral
Strongly
Agree
1 2 3 4 5
Percentage of all Respondents
Average excluding DK and NA
We are able to accurately return stock to our inventory. RETURNS.5 17 0 18 6 6 6 12 53
We are able to accurately return stock to our inventory. 17 0 18 6 6 6 12 53
SELL.7
We are able to immediately respond to a customer's request
regarding the status of an order (or product).
17 0 35 0 12 6 18 29
Diamond represents average of all respondents
Sorted by Overall Average
DK = Don't Know, NA = Not Applicable
26
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SCM Expenditures and Investments
Evaluating Return on Investment for SCM Expenditures and SCM Costs
Percent of
17 Respondents
0 20 40
47%
GSCM.15. How often do you calculate return on investment for
supply chain management capital expenditures
24%
12%
0% 0%
18%
Always Often Sometimes Rarely Never
Don't
know/Not
applicable
Percent of
17 Respondents
0 40
GSCM.16. Do you usually evaluate the return on investment at the conclusion
76%
of fully implementing a large capital expenditure
18%
6%
Yes
RETURNS.2. What was your total cost to
process returns and warranties
No
Don't
Know/Not
applicable
Too Few Respondents
Number of respondents: 4 (2001), 4 (2002)
Number of companies not measuring: 6 (2001), 5 (2002)
27
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Workforce
Number of Professionals in SCM Operations
SOURCE.6. How many professionals were
involved in the supply chain source function
PLAN.3. How many professionals were
involved in the demand function
2001
|
|
2001
|
|
2002
|
|
2002
|
|
1 10 100 1000 10000
Number of Professionals
(logarithmic scale)
Solid Diamond represents median value
Number of respondents: 14 (2001), 15 (2002)
Number of companies not measuring: 2 (2001), 1 (2002)
1 10 100 1000 10000
Number of Professionals
(logarithmic scale)
Solid Diamond represents median value
Number of respondents: 11 (2001), 12 (2002)
Number of companies not measuring: 4 (2001), 4 (2002)
GSCM.2. How many supply chain manager positions did you have
that had overall control of the Supply Chain process in 2002
2002
|
|
28
0 10 100
Supply Chain Manager Positions
(logarithmic scale)
Solid Diamond represents median value
Number of respondents: 17
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Workforce
Number of Professionals in SCM Operations
SELL.4. What was the average regional
manager's span of control
SELL.5. What was the average district
manager's span of control
2001
|
|
2001
|
|
2002
|
|
2002
|
|
0 2000 4000 6000
District Managers
Solid Diamond represents median value
Number of respondents: 6 (2001), 7 (2002)
Number of companies not measuring: 8 (2001), 7 (2002)
SELL.6. What was the average store
manager's span of control
0 200 400 600 800
Store Managers
Solid Diamond represents median value
Number of respondents: 5 (2001), 5 (2002)
Number of companies not measuring: 8 (2001), 8 (2002)
2001
|
|
2002
|
|
0 20 40 60
Supervisors
Solid Diamond represents median value
Number of respondents: 7 (2001), 7 (2002)
Number of companies not measuring: 8 (2001), 8 (2002)
29
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Workforce
Adequacy of Training and Opportunity to Contribute to Improvement
GSCM.18. Do you think that your employees are adequately
trained in the IT tools they are provided
76%
Percent of 17 Respondents
0 20 40 60
18%
6%
Yes No Don't Know/
Not applicable
30
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Tax Risks
Tax Impact and International Exchange Declarations
Percent of 17 Respondents
0 10 20 30 40
Percent of 17 Respondents
0 20 40 60
GSCM.6. Did you consider the tax impact when managing your supply chain in 2002
47% 47%
6%
Yes No Don't Know
GSCM.7. Have you had any issue with international exchange declarations in 2002
65%
24%
6% 6%
Yes No Don't Know Not Applicable
31
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Benchmarks
SCM Cycle Time
GSCM.1. Overall, how long was your
supply chain cycle
PLAN.2. How long was your forecasting
cycle time
2001
|
|
2001
|
|
2002
|
|
2002
|
|
0 50 100 150 200 250
Supply Chain Cycle (days)
Solid Diamond represents median value
Number of respondents: 12 (2001), 12 (2002)
Number of companies not measuring: 4 (2001), 4 (2002)
0 50 100 150
Forecasting Cycle Time (days)
Solid Diamond represents median value
Number of respondents: 9 (2001), 10 (2002)
Number of companies not measuring: 6 (2001), 5 (2002)
SOURCE.7. What was your cycle time from receipt of
goods to the selling floor
2001
|
|
2002
|
|
32
0 20 40 60 80
Cycle Time (hours)
Solid Diamond represents median value
Number of respondents: 14 (2001), 14 (2002)
Number of companies not measuring: 3 (2001), 3 (2002)
0310-0475632

Benchmarks
Store Sales Information
SELL.1. What were your net owned sales for
each total store labor hour
SELL.2. What were your sales per square
foot of selling space
2001
|
|
2001
|
|
2002
|
|
2002
|
|
0 100 200 300 400
Net Owned Sales ($)
Solid Diamond represents median value
Number of respondents: 7 (2001), 7 (2002)
Number of companies not measuring: 7 (2001), 7 (2002)
0 10 20 30 40
Sales per Square Foot ($ Thousands)
Solid Diamond represents median value
Number of respondents: 12 (2001), 12 (2002)
Number of companies not measuring: 3 (2001), 3 (2002)
SELL.3. What was the average dollar
value per customer transaction
2001
|
|
2002
|
|
33
0 20 40 60 80 100
Dollar Value per Customer Transaction ($)
Solid Diamond represents median value
Number of respondents: 11 (2001), 11 (2002)
Number of companies not measuring: 4 (2001), 4 (2002)
0310-0475632

Benchmarks
Forecast Accuracy and Inventory Turnover Rate
PLAN.1. Approximately, what was the
forecast accuracy rate
PLAN.4. What was your finished goods
inventory turnover rate
2001
|
|
2001
|
|
2002
|
|
2002
|
|
0 20 40 60 80 100
Forecast accuracy rate (%)
Solid Diamond represents median value
Number of respondents: 12 (2001), 13 (2002)
Number of companies not measuring: 5 (2001), 4 (2002)
0 20 40 60 80 100
Turnover rate (%)
Solid Diamond represents median value
Number of respondents: 9 (2001), 11 (2002)
Number of companies not measuring: 7 (2001), 5 (2002)
34
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Benchmarks
Percent of Orders Returned and Trends
RETURNS.6. What trends have you been experiencing with respect
to customer returns since the beginning of 2002
47%
Percent of 17 Respondents
0 10 20 30 40
12% 12%
29%
Increasing Decreasing Remain
the same
Don't know/
Not applicable
35
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Benchmarks
Return Processing
RETURNS.4. What did you use for the return process in 2002
Sorted by Overall Frequency -- Multiple Responses Allowed
Customer Service
65%
Return of stock
to inventory
Transporting returns
41%
47%
Repair/Warranty work
35%
Other
18%
Release of repaired stock
from inventory
Planning returns
12%
12%
Transporting repaired stock
to customers
6%
0 10 20 30 40 50 60
Percent of 17 Respondents
36
0310-0475632

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