May 17, 2020

Comment: Supply chain in the era of intelligent automation

AI supply chain
Capgemeini AI supply chain
Raman Katyal, Capgemini’s Head...
5 min
Supply chain in the era of the outcome economy and artificial intelligence
Every business on the planet strives to increase revenue, enhance profitability and make its customers happy. In the past, organisations mainly focused...

Every business on the planet strives to increase revenue, enhance profitability and make its customers happy. In the past, organisations mainly focused on achieving customer satisfaction with timely product or service fulfilment. Today, however, most organisations recognise that it’s no longer enough to compete merely on products and services – instead, it’s about managing customer experience and their business outcome as a value add.

We could go as far as to say this is the era of the experience economy. Most organisations make their customers happy by meeting their needs, solving their problems and providing experiences marked by immediacy, vantage and customisation. To my mind, however, what really matters is the outcome of an individual customer’s needs – which will lead to the next wave of evolution and differentiator as the “outcome economy.”

The outcome economy not only addresses customer end needs by selling a promise of outcome, it also senses and creates wish lists that open new sales opportunities for businesses to improve revenues and profitability, delivering a notable return on investment and assets, and achieving a substantial reduction in total cost of ownership (TCO). Companies such as Amazon are already leveraging their artificial intelligence (AI) tools to enable the development of the outcome economy, and we have all seen their growth over the last few years.

Challenges and opportunities

“Amazon-like” has become an industry standard for customer experience, with the convenience of placing orders with one-click checkout, real-time feedback from other buyers and complete visibility on delivery status. For customers, the service not only meets immediate requirements, but also creates a need for something they may not even have been aware of until it was recommended. For Amazon itself, it opens sales avenues and creates a phenomenal growth trajectory. However, achieving customer experience at this level and move towards the outcome economy model requires an entire digital ecosystem in the background to make it happen.

The major challenges that most companies grapple with include:

  • Interactions with customers and analysis of data touchpoints
  • Sensing the demand and fluctuations well in advance
  • Agile and decisive actions from real-time insight that can respond to evolving needs
  • Collaboration with partners for speed to market
  • Complex processes and technology landscape that result in longer lead times
  • Transparency and visibility across the value chain

Approaching digital transformation

To meet today’s these challenges, businesses are embarking on digital transformation across the supply chain. Successful digital transformation, however, relies not solely on implementing new technologies but in transforming the organisation to take advantage of the emerging possibilities that new technologies provide.

Major digital transformation initiatives are centred on re-imagining the customer experience, operational processes and business operating models. The fusion of the physical supply chain and the virtual world into cyber-physical ecosystems will drive transformation across industries and their supply chains – with big data, advanced analytics, robotics and intelligent automation, cognitive artificial intelligence (AI), and the Internet of Things (IoT) are creating additional opportunities along the entire industry value chain.

It’s a case of “adapt or perish” – across industries, digitisation coupled with transformation of the operating model is changing the rules of the game and businesses that fail to react to this will be overtaken by their competition.

Manufacturing companies, for example, are applying advanced analytics to predict the health of their installed bases and reduce downtime with data gathered from IoT sensors. They are also installing robots to carry out shop floor assembly activities to improve efficiency and reduce costs. CPG businesses are implementing algorithm-driven sensing platforms to predict demand well in advance in order to minimize drop orders and optimise inventories. Meanwhile, customer services functions are heavily deploying cognitive and AI applications to enhance critical customer interactions.

Transforming the supply chain through intelligent automation

The pre-digital economy was designed principally for efficiency, but in the digital economy, agility, scalability, responsiveness and transparency are key. Given this, digital supply chain transformation should be built upon four key pillars:

  • Connected ecosystem
  • Intelligent processes
  • Cognitive analytics
  • Autonomous fulfilment

Approaching it in this way not only drives optimisation of processes and operations – it opens channels to new innovative business models, which can deliver:

  • Agility – redesigning the operating model to make it modular, flexible and boundless to adapt to the evolving market landscape.
  • Scalability – the capacity to reinforce speed to market from product inception to commercialisation.
  • Responsiveness – the capacity to make quick and informed decisions to respond to the market in real time.
  • Transparency – empowering employees, customers and partners to interact seamlessly, extending real-time visibility across the value chain.

Done successfully digitisation breaks down barriers, enabling the supply chain to become a completely integrated ecosystem that is fully transparent to all players involved ­– from the suppliers of materials and parts to the transporters of those supplies and finished goods, and finally to the customers demanding fulfilment. The digital supply “network” will offer a new degree of resiliency and responsiveness, enabling first-mover companies to beat the competition by providing customers with the most efficient and transparent service delivery.

Deployment with care

Intelligent automation makes possible the creation of an ecosystem for holistic automation to drive value for business. But with so much noise about automation and digitisation, companies tend to deploy technologies randomly, which can generate point benefits but won’t deliver enterprise-wide added value.

With endless tools, technologies and applications available, what matters most is not just selecting the best solution, but finding one that offers the best and most appropriate way of working in the prevailing circumstances, and that will help enable a shift change in an organization’s operating model.

The key is to focus not just on automation technologies, but make them part of a comprehensive and strategic approach to the delivery of services. 

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Jul 31, 2021

RAIN RFID, IoT and AI are key to a proactive supply chain

Jill West, Vice President Stra...
4 min
RAIN RFID, IoT and AI are key to shifting supply chain’s technology adoption from reactive to proactive in the post-pandemic era

Across supply chains around the world, we have seen leading companies rely heavily on technologies like AI and IoT during the pandemic. These digital solutions have enabled businesses to accurately capture and ultimately use their own first-party data to drive efficiencies and protect increasingly fragile bottom lines.

However, what is less commonly known is the increasing role of RAIN RFID technology in supporting IoT solutions. By using RAIN RFID to capture item data and then feed that data into AI systems, businesses can identify inefficiencies within the supply chain and make informed decisions.

What is RAIN RFID?

In short, RAIN RFID is a powerful IoT technology that enables itemised data collection. By applying small, battery-free tags to items, organisations can identify, locate, and authenticate each of those items, scanning up to thousands of items simultaneously with a variety of devices, including hand-held, fixed and wearable readers.

RAIN RFID solutions dramatically improve the operational capabilities of an organisation by ensuring they have exactly the right items, in the right quantities, at the right locations, at the right time. During the pandemic, RAIN RFID solutions have been key to limiting disruptions in retail and manufacturing supply chains, most notably by increasing inventory and asset visibility and improving the management and flow of goods. 

Three ways RAIN RFID helps solve supply chain concerns

RAIN RFID is used to streamline processes, maintain real-time inventory, increase productivity, and help manage labour shortages. We see three key ways RAIN RFID helps solve supply chain concerns:

  1. Automate shipment verification: Today, significant labour is required for multiple, manual barcode scans during the shipment process. RAIN RFID tags can be read automatically without a direct line of sight, erasing the need for workers to pause, locate a barcode, and scan it. By using RAIN RFID, supply chain leaders can automate their shipment verification process and improve warehouse efficiencies by up to 25%.
  2. Deliver real-time visibility: Retail Systems Research says that 76% of supply chain survey respondents reported that real-time inventory visibility was their leading focus for improving performance. When supply chain managers lack information about the status of assets and shipments moving into and out of warehouses, confidence and productivity suffer. By using RAIN RFID, supply chain leaders gain real-time visibility into an item’s identity, usage, and location. With this information, they can quickly find inventory and assets, and reduce the cost of asset investments. 
  3. Improve order accuracy: Today, companies rely on redundant manual checks to verify that the right cartons are loaded onto the correct pallets. By using RAIN RFID, supply chain leaders can automate pallet build verification to streamline the process and increase order accuracy. In fact, a recent study by Auburn University found that RAIN RFID can help an organisation achieve up to 100% order accuracy, eliminating claims costs and unhappy customers.  

RAIN RFID can increase value of AI-powered analytics

In today’s AI-driven, rapid decision-making business environment, RAIN RFID is uniquely capable of making systems more effective. This is because it provides item identifiers for tracking and locating billions of items, from clothing to food, pharmaceuticals, tools, packages, pallets, and more.

It also works without line-of-sight, providing visibility into places and processes not previously available. The data provided by a RAIN RFID system can give AI-powered solutions the ability to see individual items throughout the supply chain, understand how the entire supply chain is functioning and identify which areas can be improved. 

As companies accelerate digital transformation, we expect to see a rise in interconnected data as investments into new technologies and IoT surge. But as the volume of real-time and accurate data about the movement of goods rises, so too do the demands on operations teams to make sound business decisions quickly and with confidence, often using AI-powered systems that thrive on improved data to make better decisions. 

As an example, over the past several years, Delta Airlines transformed its customer experience by investing in technology including real-time RAIN RFID bag tracking and automatic check-in via the Fly Delta mobile app. Delta is now leveraging this set of investments in their implementation of an AI-driven platform that analyses millions of operational data points, from luggage movement to aircraft positions to flight crew restrictions to airport conditions. This system simulates operating challenges and creates hypothetical scenarios that help Delta’s professionals make critical operational decisions that improve the overall customer experience.  

Looking forward

The need to drive digital transformation rapidly during the pandemic has made supply chain and logistics professionals increasingly tech savvy. As we prepare for a post-pandemic era, companies’ increased know-how and awareness of solutions like RAIN RFID, IoT and AI will play a key role in evolving the industry’s approach to solving supply chain issues from reactive to proactive, setting them up for future success.

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