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... 02
Victoria’s Secret Logistics Management ………………………………. ... 11-12
Improving the Logistics Processes for Victoria’s Secret …………. ... 15
Appendix I: Ordering & Delivery Process Flowchart
Appendix II: Vanderbilt Elab Retail Industry E-Consumer Satisfaction
Survey
Company Profile
Victoria’s Secret is the leading specialty retailer of intimate apparel, lingerie and personal care products in the U. ... Since 1982, Victoria’s Secret stores, catalogues, and e-sales operate under the corporate umbrella of the Limited Brands corp. ... Limited Brands family includes Victoria’s Secret, Bath and Body Works, Express, Express Men’s, Limited, Lerner, White Barn Candle Co, and Henri Bendel brands.
Victoria’s Secret 3 lines of products are distributed to consumers through 2 different channels; through the stores using business-to-business (B2B), and directly through catalogue and the company’s web site, using Business-to-Consumer (B2C). Victoria’s secret stores provide a world of luxury at 900 different locations nationwide, within the U. ... Through Victoria’s Secret Catalogue and VictoriasSecret.com, Victoria’s Secret Direct, which includes the catalogue and online sales of the company’s most exciting bra and panty, lingerie and beauty collections, makes it possible to its clients to experience the sexy and sophisticated intimate lifestyle of Victoria’s Secret 24 hours a day, 7 days a week, internationally. Victoria’s Secret Direct reaches more than 390 million clients each year and the company’s web site is one of the fastest growing and profitable e-commerce destinations on the Internet.
Victoria’s Secret Direct: Basic Financial Facts
Net Sales (in millions) $939
Comparable sales (2002) 8%
Circulation (millions) 394
% Change 6%
Victoria’s Secret Logistics Management
Victoria’s Secret employs a brick-and-click strategy; in other words, it gives its present and potential costumers the option of shopping either online or in stores. This strategic movement has two major appeals: first it is an economic means of expanding the company’s geographic reach and, second, it gives both existing and potential customers another choice on how to communicate with Victoria’s Secret, shop for product information, make purchases, or resolve customer service problems. Thus, Victoria’s Secret has the same merchandize on its web site as its brick-and-mortar stores, but the two are apparently run as separate businesses.
One of the major operations where Victoria’s Secret Direct places extreme emphasis on is its logistics operations. ... Moreover, Victoria’s Secret Direct promotes and sells its products not only within the US borders, but internationally, thus there is a need for logistics management, which can support global supply chain service and distribution needs. ... name, address, e-mail address, telephone number and credit card information), is maintained on Victoria’s Secret Web server and internal systems. ... , including Victoria’s Secret stores, catalogues and . ... Moreover there is the “contact us” link in the official Victoria’s Secret web page for suggestions and complaints, where consumers and potential customers can contact the company.
Customer Satisfaction through Delivery Process
Victoria’s Secret has identified numerous formal processes for capturing customer preferences. Since the expansion of its operations through the World Wide Web, Victoria’s Secret has added a few more methods and practices for identifying customer key requirements. ... Moreover, the following special features appear for the customer satisfaction of Internet buyers:
q Account information (assistance if you have forgot your login name, password, etc),
q Express checkout (one one-step checkout process when you enter and activate your billing, shipping, and credit card payment setting),
q Wish list (place where you can save your favorite items to buy, you are allowed to send to family and friends),
q Saved shopping bag (items for future shopping are saved there for up to 48 hours between visits),
q Exclusive e-mail news,
q Victoria’s Secret Angel Credit Card (accompanied with preferred client status, complimentary catalogues, convenient payments, and 6 months of savings worth up to $75 when you se the card),
q Catalogue quick order,
q Gift shopping, send to the recipient of your choice,
q Shipping and returns details information (including express delivery for US and Fed Ex international express delivery and international item restrictions).
Victoria’s Secret has always been interested on how its customers feel about its products, and services. ... Victoria’s Secret employs the same mechanisms in stores, and catalogues, as before its Web expansion, with the difference that it encourages its customers to communicate with them, at a regularly basis through the Net. That is why the Victoria’s secret has been enforces with the below functional characteristics:
q “Contact us” link, that allows the visitors to make suggestions, remarks, felicitations, and complaints about the site, the products, and the services of VS through the Web, and
q Prompt answers to every single complaint, suggestion and felicitation email it receives.
Through the total quality environment that Victoria’s Secret supports and enhances in every function and operation, it is required to answer in every email message it acquires within a short period of time, depending on the nature of the message, but does not exceed 5 working days. ...
Victoria’s Secret has a complaint management process, for stores independently, and for catalogues and e-sales. ... For Victoria’s Secret it is a means of reaching customers in an alternate way, apart from traditional face-to-face sales, which may lack in personal contact, but, instead, offers many innovative key performance features, that eventually add quality to the company’s operations. Victoria’s Secret is now able to speedily swift and coil to customer requirements, by transforming all the data collected by the Web to useful information. ...
Victoria’s Secret has managed successfully to implement all the advantages that the new technologies offer, such as real-time inventory and not only.
Approximate Word count = 4777
Approximate Pages = 19.1
(250 words per page double spaced)
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