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Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Reggie Probst
Senior Security Manager Westfield

David Sander
Managing Director Bestrane

Pete Cameron
Commercial Manager Bestrane

The Westfield Group


One of the worlds largest shopping centre managers
Global portfolio with 119 high quality centres
Australia, New Zealand, United States and the UK

Valued in excess of $58.2 billion


23,900 retailers in 10.5 million sqm of retail space

$1.2 billion Westfield Sydney Re-development in progress


Pete Cameron Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Westfield Sydney
Westfield Sydney $1.2 billion Re-development
Both sides Pitt Street Mall Sydney CBD June 2010
180 Food and Fashion Specialty Stores

At Completion
280 Food and Fashion Specialty Stores 77,000 sqm leasable commercial space
ASIC, JP Morgan and Westfield Corporate
Pete Cameron Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

The Dock Scheduling Issue


Westfield Sydney had several issues with how to provide its tenants with efficient inbound logistics
One way in ..and out from one of Australias busiest streets No control of arrival times of deliveries No forward understanding of expected volumes Manual management process, tracking and performance
Limited control of dwell time on the docks Limited approval process for urgent entry onto site Limited capacity to track history of dock operation Limited capacity to conduct analysis of dock performance Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Pete Cameron

Westfield Dock Statistics


February 2010 Dock Assessment conducted by Bestrane
Westfield Sydney Central Plaza Pitt Street Mall
Factor Docks / Unload Space (Westfield) Other Users Docks / Unload Space (Other Users) Entry / Exit Points Dock Master/s Security Guard/s Traffic Controller/s Dock Hours of Operation Posted Maximum Dwell Time Average Dwell Time Contactors Number of Consignments Per Week (All) Number of Consignments Per Week (SCP) Number 6 3 7 1 1 1 1 05:00 17:00 20 minutes 44 Minutes Yes 400 500 280 Comment Swissotel, Myer and Waste Management Swissotel, Myer and Waste Management Ramp Exit Entry Security Expertise at Dock Security Expertise at Entry / Exit point Dock Master present from 07:00 to 16:00 Average indicates this is not adhered to Worst 09hr 50mins Best 5 mins One Week of Data Analysed (All Users) One Week of Data Analysed (SCP Only)

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Dock Management Example


Manual Entry and Exit Logs

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Westfield Dock Statistics


Weekly Appointment Yield
Reasonable consistent use through the week

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Westfield Dock Statistics


Intraday Appointment Yield
Deliveries highly skewed to the morning

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Westfield Dock Statistics


Average Dwell Time
Significant variation in dock dwell time

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Confusion in Communication
Centre Management

Retail

Dock Manager

Manual Bookings Process


Customer Service Dock Staff

Carrier / Retailer

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

The Result?
Congestion, Delay and Multiple Risks
Westfield Sydney Central Plaza Pitt Street Mall

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

The Westfield Vision


To provide carriers, retailers and contractors a system that allows them to create, manage and execute appointments into Westfield inline with policy
To provide Westfield to control, monitor and measure access to Westfield sites
Pete Cameron Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

The Solution
Westfield Sydney commenced global assessment of Dock Management Systems
11 Vendors assessed
Selected Bestranes Web-based Dock Appointment Solution with MobileDock
SaaS Software as a Service Solution Solution Designed and Implemented by Bestrane utilising the Descartes Dock Appointment Scheduler
Pete Cameron Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

The Solution

What is Software as a Service

SaaS?
Pete Cameron Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

IT Models are changing


Traditional
Engine Room

On-Demand
Utility

Build Your Own

Plug In, Subscribe Pay-per-Use

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

SaaS Overview
There are many different types of SaaS All provide access to applications to the end users via permission based mechanisms and have financial and IT infrastructure implications
Pure SaaS one instance of software being used by multiple customers Traditional hosting where each customer has their own instance of software that is hosted by the vendor Traditional Leasing where each customer hosting their own instance on their own servers.
Pete Cameron Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Everyday Examples

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

And many others

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

What is different?
Issue
Installation Architecture Support

Software
Customers to install, manage and maintain

SaaS
Designed from the outset up for delivery as Internet-based

Specific installation of the software at Designed to run thousands of each customer site different customers on a single code Support organisation needs to respond to many different installation environments Single installation environment

Software updates

Usually Annual, requires installation effort at each installed site Minor patches leads to version control issues
Capital Licence fee (one off) to own software licence + optional ongoing maintenance

Regular (usually monthly) applied to common product. Ongoing maintenance of single production code
Subscription Pay as you go for use of software licence

Business Model

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Why Now?

Fast, low-cost broadband is more widely available Data is more accessible, more often in more places Desire for one view of the truth to accessible anywhere Desire to outsource IT systems due to expensive overhead including salaries, health care, liability, and physical building space. Applications designed to be developed with web based tools Web systems demonstrate greater reliability. Security is sufficiently well trusted and transparent. With the broad adoption of SSL The rise of third-party SaaS data escrow services has reduced some security concerns by allowing application data to be held with an independent third party.

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

SaaS Costing Comparison


$700,000

$600,000

$500,000

$400,000

Purchase option Typically a perpetual basis .. You buy licences and own them Large upfront payment Ongoing Maintenance payments (sometimes optional) Does not include Hardware Does not include Internal IT support
Maintenance Purchase Subscription

$300,000

$200,000

$100,000

$0 Year 0 Year 1 Year 2 Year 3 Year 4 Year 5 Year 6

Subscription option Pay as you use Minimum contract period You do not own licences Ongoing regular payment inclusive of all charges Maintenance Development Hardware Provisioning Minimal Client IT support (infrastructure only)

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

The Solution

How does Dock Appointment Scheduling Work?

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

From . Circle of Confusion


Centre Management

Retail

DC Manager

Manual Bookings Process


Customer Service Dock Staff

Carrier / Retailer

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Now Community of Interest


Centre Management Dock Management Dock Staff Carrier /Retailer Management Customer Service

100% web based SaaS Solution delivered over a simple web browser

DAS and MobileDock

Visibility of booking and the physical delivery of goods to many types of stakeholders

Authorised users to make appointments via the web for deliveries to a required DC

Retailer

Carrier

Updates to appointment status visible as they happen

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Dock Appointment Scheduler


DAS
Automatically allocates docks and timeslots for deliveries and access required at Westfield Sydney
Auto calculates appointment duration and dock selection Provides real-time booking confirmation and options for unavailability Integrates with handhelds to automate and track arrivals and departure

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Dock Appointment Scheduler


Is designed to promote the visibility of the availability and the status of dock appointments to all relevant supply chain participants
240 Retailers 510 Carriers /Contractors 1000+ Users with access Up to 200+ Bookings per day

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

What is MobileDock
A wireless application which allows remote execution of appointment status through its movement once onsite
Enables Real-Time updates without tethering to the browser Enables Field Data capture
Driver Hours, Name, Signature, Load Type

Scanning and manual input enabled Can codify workflow and process onsite
Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Pete Cameron

Westfield Design - DAS and MobileDock


Solution Structure

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

MobileDock Workflow Control


Current Status Next Status Options Arrived Through Gate Arrived - Early Refused - Late Arrived Through Gate Refused - Late Arrived - On Dock Arrived Security Check Arrived Check Pass Arrived Check Fail Arrived On Dock Departed Check Fail Arrived Off Dock Departed Approved Default Next Status Yes

Arrived - Early Arrived Through Gate Arrived Security Check Arrived Check Pass Arrived Check Fail Arrived On Dock Arrived Off Dock

Yes Yes Yes Yes Yes Yes Yes

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

The Solution

The Project

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

The Project
12 Week Implementation (Oct 2010 deadline)
Delayed start due to contract negotiation Project completed in 8 weeks under budget Approx 10 Days onsite at Westfield Sydney only Soft rollout approach (Stage Compliance Demand) Hard rollout approach post Christmas

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Structured Project Team


Steering Committee
Governance

Westfield and Bestrane


Senior Management Fortnightly

Project Management

Westfield
.25 FTE

Bestrane
.25FTE

Implementation

Westfield
1FTE

Bestrane
1 .5 FTE

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

The Result..
Effective Gantt style display to show who is delivering to which dock at what time

The individual docks . (and lifts!) at the site

Individual appointments (extra detail available on mouse over )

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Compliance rate
Oct 2010 Yesterday
Compliance % (Planned Arrivals / Actual Arrivals)
100.00% 90.00%

80.00%

70.00%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%

Implement
Pete Cameron

Ramp Up

Enforce and Operate


Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

The Final Result..

Solution fully Implemented in 8 Weeks from time of signing contract


4 weeks ahead of planned Project period within budget

510 Carriers with approved access to the Dock Appointment Scheduler 240 Retailers with approved access to the Dock Appointment Scheduler

Over 10,000 unique appointment bookings made via the Dock Appointment Scheduler system since October 2010.
Average of 180 200 unique bookings per day via the web.

Over 90% of appointment bookings being made and approved automatically via the web with NO INTERACTION required from Dock Management at Westfield Average Dwell time onsite has fallen from 44 mins to approx 25mins via the implementation of the Dock Appointment Scheduler Congestion has been eliminated from the site. Unauthorised vehicles being identified before entry to the Westfield site

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

The Final Result.community.


Carriers

Know that they can get in and out of Westfield efficiently if they have an appointment
Know that they will not get in if they do not have an appointment Added capacity of approximately 1 hour per day to each route

Sydney
Reduced congestion no queues Reduced pollution . Reduction of approximately 300-400 hours of CBD idle time

Retailers
Advanced knowledge of what is being delivered when enhanced stock control Certainty of stock arrival time enhanced labour management Increased supply chain security shortages identified on arrival

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

Whats next ???


There are several areas of opportunity
1. Deployment to Additional sites 2. Providing increased value to retailers to ensure only authorised inventory is delivered (via ASN and/or Purchase order) 3. Expansion of the types of appointments a. For delivery of retailer products b. For arrival of contractors (e.g. shop fitters) c. For delivery of construction and maintenance products and equipment

Pete Cameron

Web-based Dock Appointment Scheduler Implementation at Westfield Sydney

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