CDW 2003 Annual Report Download - page 7

Meanwhile, the operations team in CDW’s 450,000-square-foot
distribution center is processing Chris’ order. Coworkers
select the items in her order from more than 17,000 different types
of products in inventory, using precise barcode scanning
technology. Our fully-automated operations allow us to ship an
average of 36,000 boxes each day.
We accomplish this through integrated IT systems developed
by our coworkers to manage inventory, accelerate the order
fulfillment process, ensure quality, and communicate the
order’s minute-by-minute status to multiple CDW departments.
At CDW, we constantly strive for operational excellence. Our
goal is to achieve productivity improvements in our distribution
center of 10 to 20 percent every year. In 2002 and 2003, we
increased unit volume shipments by 15 percent in each year
without adding to the distribution center workforce.
The dedication of
our coworkers to
increase productivity
often results in
innovative applications
of technology. We are
constantly implementing
processes to make product
fulfillment even more efficient
and exact—such as our paperless barcode
scanning, weight variance system, and numerous quality
control checkpoints.
CDW was built on the understanding that our customers need
service according to their schedules, based on their needs—
while receiving outstanding technical expertise and having a
full range of name-brand products to choose from.
To make this happen, our configuration and distribution
center coworkers offer fast, efficient customization and
fulfillment to meet nearly any request, from customers of all
sizes. In fact, the productivity enhancements that we are
implementing this year will allow us to handle large-volume
rollouts and advanced systems in addition to our average
volume of up to 1,800 configurations per day of computers,
routers, and other equipment.
Our technicians are skilled in working with numerous
brands and product lines. They load and test all widely used
software programs, as well as customers’ proprietary software
images, which can be stored on an offline file server for use in
future orders.
Since everything we do revolves around the customer, we
depend on internal communication at every step of the
process. As our coworkers fill orders in the distribution
center, our IT logistics systems provide real-time
inventory management information to our account
managers and specialists.
Should an issue
arise at any time, the
distribution center would
immediately notify the account manager, who would then
advise the customer.
Customizing the order. While Chris goes about her day, her notebooks are pulled from inventory, moved
to “same day” shipment status, and then configured by our certified technicians according to Chris’ specifications.
The technicians load her company’s proprietary software, as well as an office productivity suite and antivirus program.
They install the wireless card and configure the notebooks according to the exact specifications needed for her
company’s network settings. Meanwhile, Paul is on the phone with the wireless card vendor, ensuring that her
service will be activated by the next morning.
The notebooks are tested multiple times to ensure that the programs will run flawlessly. After each notebook is
configured and tested, the technician applies the CDW asset tag, records it, and places the information on Chris’
personalized CDW@work extranet Web site.
Mark notifies Chris that the notebooks are configured and ready to ship. She then updates her management team
on the progress.
State-of-the-art fulfillment. Mark calls Chris
with an update: “My coworkers in the warehouse are putting
your order together as we speak. Since we’ve already approved
your account, you can place orders for additional accessories
that your team may need, like printer cartridges or an extra
power cord, anytime online.”
“Why would I want extra power cords?” Chris asks.
“Power cords get left in hotel rooms all the time,” he replies. Mark
creates a CDW@work personalized extranet Web site for Chris, complete
with her own user name and password, so that she can place additional orders
from the Web. “Of course,” he adds, “you can always call me with any questions.”
By logging in, Chris learns that all the items she needs are in stock.
Personalized configuration is our specialty.
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CDW 2003
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CDW 2003
Technology and dedication fuel our operational excellence.
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