NAPB 2021: Conference Topic Descriptions - Carlisle & Company
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NAPB 2021: Conference
Topic Descriptions
This document provides details on each of the sessions being offered at the NAPB
2021 Conference. Here you will find a brief description of the topics, key learning
objectives of each session, as well as details on the session type and format.
For more information on NAPB 2021, please contact the Carlisle Insights team at
insights@carlisle-co.com. A full listing of all Carlisle Insights events and deadlines
can be found at Carlisle Insights Online.2021 Conference Sessions Overview
General Sessions
1. Crystal Ball
2. Diversity in the Motor Vehicle Industry
3. Leveraging NAPB Information
4. NAPB Toolbox
5. NAPB Top 10
6. Supply Chain Leaders
7. Women of NAPB
8. What’s New in the Supply Chain?
Breakout Sessions
Customer Response
1. Critical Backorder Resolution: Meeting Customer Requirements
2. Dealer Parts Contact Center Leaders
3. Pandemic Disruptions: Lessons Learned
4. Promotions Best Practices
5. What’s Going on in the Dealer Parts Department? Inventory Management
Operations Strategy
1. Parts Master Data: Management & Use Across the Organization
2. Supply Chain Software
3. Transportation Mode Shifting
Supply Chain Planning
1. Advanced Inventory Planning
2. E-Commerce Distribution & Fulfillment
3. End-to-End Transportation Visibility
4. Supply Chain Stories
Warehouse Operations
1. 30 Warehouse Improvement Ideas in 90 Minutes
2. Network Footprint Changes: Best Practices
3. Warehouse 3PL Success Stories
4. WMS: Optimization & High-Value Functionality
5. Warehouse Safety
2Topic Descriptions: General Sessions
Crystal Ball
General Session, Presentation
The 2021 Crystal Ball challenges what we always thought we knew. Each of the four topics forces
us to reexamine previously held notions about our dealers, our customers, and our supply chain.
1. How Important is Fill, Really? We have always thought high facing fill on stock orders was
the ultimate dealer demand. It’s not just a guess – dealers who take our surveys also rate
“availability” highly. What could be better than always having the part in the network,
right? Well, maybe we are missing something. Are there other elements that dealers
would rather have, versus high facing fill? How do dealers rate order response time, cut-
off times, or even shipment visibility? We will conduct focus groups with auto and heavy
equipment dealers to see if facing fill is still their favorite thing.
2. Digital Ownership We have always been satisfied with our existing method of service
delivery. Without this, we can’t sell parts. We are also perfectly comfortable saying service
is someone else’s problem. Most OEMs have minimal connection between their parts and
service groups. We need to increase our awareness. How are other industries delivering a
consistent, transparent customer experience? What are customers experiencing in their
everyday lives that draw attention to the flaws in the service experience? And how does
this connect to our parts sales, service retention, and customer satisfaction?
3. Point-of-Sale Financing We have always assumed we’ve done everything to get every
dollar out of every customer. As a result, we pay a lot of attention to pricing and
marketing. That’s a good thing. We also neglect other options. Are there methods to
increase conversion and “average order value” that we haven’t implemented? Can point-
of-sale financing (like you see on every e-commerce site) benefit every party in the
transaction?
4. Climate Change We have always focused on efficiency in the supply chain. This served us
well – single sourcing, finding the absolute cheapest source of quality supply, and
running an extremely lean supply chain saves billions of dollars. How effectively will this
serve us in the future? Will climate change cause major shifts in demand patterns, either
in aggregate or in specific regions? What risks does climate change pose to our supply
chains – can we get the parts we need and distribute them?
3Diversity in the Motor Vehicle Industry
General Session
This year, we are kicking-off NAPB with a keynote focusing on diversity in the motor vehicle
industry. 2020 has brought many tough subjects front-and-center in our daily discussions, and it
is time we look inward as an industry to address the historical lack of diversity. There are
countless benefits from promoting diversity in the organization, even beyond people and culture
benefits. For example, diverse organizations are statistically more likely to grow market share
and capture new markets. This keynote will feature a speaker tackling this timely topic, setting
the tone for the remainder of NAPB 2021 to continue these important conversations.
Leveraging NAPB Information
General Session
The NAPB Conference is three days packed with important information. We cover dozens of
detailed, high-priority topics in a very short amount of time. It is understandable that
participants may sometimes be overwhelmed with the information they are taking in, and
therefore struggle to communicate learnings and key action items to colleagues who did not
attend the conference. This session aims to teach attendees how to best process the information
learned at NAPB, as well as best practices for implementing action items after the conference has
ended. Through this discussion, attendees will learn how to increase the utility of NAPB data and
session information, thereby increasing the value of overall participation. This session is
recommended for first time attendees, as well as veterans looking for tips and tricks moving
forward.
NAPB Top 10
General Session, Presentation
This year, the Conference will conclude with a brief session in which we will hear from several
executive leaders from participating OEMs on their top learnings and takeaways. This round-
robin-style session will provide an opportunity for all attendees to hear what their leadership
found most impactful, helping to drive action items and next steps in the months following the
Conference.
4NAPB Toolbox
General Session, Informational Session
This webinar is held in the weeks leading up to the conference, with the objective of introducing
first-time attendees to NAPB and providing information on taking advantage of the conference’s
offerings. Participants will learn more about who Carlisle & Co is, as well as a brief history of
NAPB and the conferences. We will review the data collection and review process, the session
preparation timeline, and the role of Steering Committee Members and Data Gatherers. Beyond
the work that goes into preparing for the conference, this session will provide tips on how to
prepare for the conference in order to get the most out of each session and all of the information
that will be shared. It is highly recommended that any first-time or returning attendees
participate in this webinar to ensure the best experience at the conference.
Supply Chain Leaders Discussion
General Session, Executive Series
This session provides executives from participating OEMs an opportunity to share and learn from
peers on key topics impacting our industry. In the past, the group has focused on topics such as
COVID-19 recovery, supply management, culture & people, and cutting-edge technology (3D
printing, automation, etc.). Specific topics to be covered at this year’s session will be decided by
the attendees several weeks before the conference, ensuring that the most critical and relevant
topics are discussed. This session is limited to two senior executives per OEM, and the
participants must complete the requested pre-work to attend to promote open sharing of ideas.
Women of NAPB
General Session
For the past two years, the Women of NAPB panel has provided a platform for four female
industry veterans to share their experiences and insights regarding the challenges of being a
woman in an extremely male-dominated industry. Fielding questions from the audience, our
panelists have provided open and very candid responses, highlighting the areas in which our
industry still needs to grow. In 2020, we expanded this group to exist outside of the NAPB
conference, providing a space for everyone in our industry to continue these important
discussions. This year, we will continue to offer this popular panel discussion, inviting new
panelists to speak to their experiences. Additionally, conversation this year will be supported by
benchmark data at the OEM level, as well as the individual attendee level. Topics of discussion
will include OEM programs and initiatives, career progression and support, and the impact of
COVID-19 on men vs. women.
5What’s New in the Supply Chain?
General Session, Presentation
We have a comprehensive view of supply chain performance across the industry. While the data
book provides all of the detailed comparisons, this presentation highlights the key trends and
best-in-class performers, enabling attendees to quickly understand where they are strong and in
what areas they have performance gaps. We cover all the highlights: fill and inventory,
productivity, quality, and costs.
Following each set of metrics comparisons, there will be stories explaining what’s behind the
numbers and helping participants identify action items that they can implement to improve
performance. Given the wide range of experiences, ideas, and approaches to running the
business that this group represents, we can undoubtedly learn a lot from one another. We’ll
share stories about safety stock, network changes, coping with pandemic disruptions, and at
least a dozen more.
6Topic Descriptions: Breakout Sessions
30 Warehouse Improvement Ideas in 90 Minutes
Breakout Session, Warehouse Operations
Every year at NAPB, attendees learn about current warehouse improvement ideas, ranging from
quick and tactical to long-term and strategic. The goal of this session, which we first held in 2020,
is to present 30 top highly-tactical improvement ideas in a rapid-paced, high-energy format.
Attendees will walk away with impactful improvement ideas they can immediately take action
on. This lightning round session will cover:
• Productivity
• Transportation
• Space
• Quality
• Staffing
• Lean/Continuous Improvement
Advanced Inventory Planning
Breakout Session, Supply Chain Planning
Our inventory planning discussions haven’t changed for years – we’re ready to grow our
inventory management capabilities as an industry. We’ve been looking at OEM leaders, as well as
other industries, and we know there is growth potential. This session will cover:
• The latest advancements among NAPB member companies in inventory planning
• Incorporation of telematics/asset data into inventory planning
• Use of advanced analytics such as causal forecasting (using weather patterns and miles
driven, etc.)
Critical Backorder Resolution: Meeting Customer Requirements
Breakout Session, Customer Response
Backorder duration is critically important in our business, and it is one of the major drivers of
customer satisfaction. In the past, we have primarily focused discussions on the supply chain
aspects of dealing with backorders. This year, we will turn to our end customers – what are their
expectations and requirements and what are OEMs doing to meet these needs.
This session will cover:
• How do you communicate with the end customer in a backorder situation?
• What are OEMs doing to help support the end customer in these situations?
• How do you create backorder ETAs, communicate them to relevant parties, and then
evaluate the accuracy of ETAs?
7Dealer Parts Contact Center Leaders
Breakout Session, Customer Response
For the most part, our supply chains operate similarly regardless of the OEM. However, Dealer
Parts Contact Centers are an area where a select few OEMs have reached incredible levels of
sophistication compared to the rest of the industry. This session provides a platform to the
leaders in the area and allows other OEMs to see what’s possible in this space. This session will
cover:
• Metrics and Reporting – what do the OEMs track to enable their success?
• Technology – what are the key technical enablers of the contact center?
• Personnel Management – how do OEMs retain and satisfy employees in a notoriously
difficult environment?
E-Commerce Distribution & Fulfillment
Breakout Session, Supply Chain Planning
For the past several years, we have covered various aspects of e-commerce, from competitive
threats and OEM strategies, to customer requirements. E-commerce continues to grow as an
important channel for our industry – the COVID-19 pandemic demonstrated this for many OEMs.
While we have historically focused on the sales and enterprise strategy aspects of e-commerce, it
is time to turn inward to the supply chain operational aspects. This session will cover:
• What are OEM strategies for fulfilling e-commerce orders (dealer, PDC, mix of both), and
what are best practices?
• For PDC fulfillment, what impact does this have on normal supply chain operations, and
how do you keep this as low as possible?
• For dealer fulfillment, what are the guidelines and processes in place to ensure customer
satisfaction?
• How is success defined and measured in e-commerce fulfillment?
End-to-End Transportation Visibility
Breakout Session, Supply Chain Planning
We always try to touch on the topic of transportation at least once at NAPB because it represents
a significant portion of our costs. Even though it’s a major cost, companies don’t have a good
understanding of where parts (and costs) are at any given moment as they flow through the
supply chain. We’ve shared individual success stories in the past, and it’s time for a session
where we allow the entire industry to share. This session will cover:
• Which OEMs see the most information across the entire supply chain?
• What information do OEMs collect?
• Are there technology tools that are highly beneficial in this area?
• What do OEMs do with the transportation visibility information they gather?
8Network Footprint Changes: Best Practices
Breakout Session, Warehouse Operations
Each year, a handful of NAPB OEMs open, move, or close warehouses. While we often highlight
these stories at a high-level, we have not conducted a deep dive into all of the work required to
execute a project of this magnitude. In this session, we will hear from companies who have done
this in the past 3-5 years, focusing on:
• Successes and failures – key lessons learned
• Building a business case to estimate the total costs of opening, moving, or closing a
warehouse
• Best practices to save money or limit supply chain disruptions during the process
Pandemic Disruptions: Lessons Learned
Breakout Session, Customer Response
The COVID-19 pandemic completely disrupted all activities for 2020, and our industry of course
was no exception. Dealers closed and furloughed employees, warehouses temporarily closed,
suppliers couldn’t deliver parts, and more. This session will provide an opportunity for OEMs to
discuss the impacts of the pandemic on their business, focusing on lessons learned that will
change the way we do things in the future. This session will focus on impacts to the supply chain,
and will cover:
• What happened to our businesses as a result of the pandemic?
• How have OEMs changed the way they interact with their dealers and customers?
• What changes did OEMs make as a result of the pandemic that are now going to be
permanent?
• What changes are OEMs making to their contingency planning and strategies in light of
this pandemic?
Parts Master Data: Management & Use Across the Organization
Breakout Session, Operations Strategy
Having high-quality parts master data is a powerful tool – easy access to product hierarchy,
segmentation, vehicle application, specifications, etc. enables stronger business decisions.
However, OEMs often struggle to maintain this data in a clean, consistent, and organized fashion,
making the data less useful than it could be. This session will focus on what and how OEMs are
collecting and organizing their parts data, highlighting interesting processes, and use cases. This
session will cover:
• Who owns parts master data within the organization?
• Who is responsible for maintaining and updating this data?
• What systems do OEMs use to manage master data, and how is that integrated with other
systems?
• How is this data managed and structured within OEM systems?
• What data have OEMs found to be unnecessary nor useful?
9Promotions Best Practices
Breakout Session, Customer Response
Especially in the construction and agriculture business, promotions are a big part of the year.
Promotions may be seasonal – stock up on certain parts before harvest season or construction
season. More broadly, they may also be tied to sales events or other initiatives. This session will
focus on how the benefits to sales and marketing interact with the implications on the supply
chain. This discussion will cover:
• How do OEMs plan for promotions – from a sales standpoint and a logistics standpoint?
• How effective are OEM promotions, and how are they measuring success?
• What seasonal orders are available, and why?
Supply Chain Software
Breakout Session, Operations Strategy
We frequently hold NAPB sessions on individual software systems in use by OEMs. However, it
has been many years since we conducted a holistic assessment of who is using what technology
systems for which functions. As the world becomes increasingly digital, it is time to get an
industry scan of OEM’s supply chain software ecosystems. Discussion will cover:
• What software systems are OEMs using for different functions?
• How satisfied are OEMs with each of their systems? What systems are the top-rated?
• Where does each OEM prioritize their financial investments when it comes to different
software solutions?
• Which systems drive the most value for OEMs? How is this measured?
Supply Chain Stories
Breakout Session, Supply Chain Planning
Every year, the supply chain presentation includes more than a dozen stories on what
participating OEMs have done to move the needle. That’s usually the only time during the
conference when these specific stories are discussed, except for the sidebar conversations that
take place during coffee breaks.
In order to give everyone the benefit of learning more and having their questions answered,
following the supply chain presentation, we will conduct a panel discussion of the stories with
the most unique and industry-wide appeal, particularly for inventory and supply chain
management professionals. We select the individual stories after we see supply chain stories
come in from OEMs, but we try to cover all aspects of the supply chain with at least one story.
10Transportation Mode Shifting
Breakout Session, Operations Strategy
We heard multiple stories during our Coronavirus Webinar series about OEMs that were changing
transportation due to system shocks. For example, some OEMs switched away from air referrals
due to the cost of air transportation. Many of these policy changes were temporary, but some
may stick around longer, and we can learn from dealer reactions to the changes as well as the
cost savings (or increases) OEMs saw. We imagine this session will focus on air shipments, but all
modes can be included. Scope includes inbound, outbound, and replenishment. This discussion
will cover:
• Which OEMs changed transportation modes, why, and for how long?
• What were the cost impacts of these changes?
• What were the dealer satisfaction impacts?
• What did OEMs learn from these changes? These could be operational (how to do this
again, if necessary) or strategic (learning that dealers were against the change)
Warehouse 3PL Success Stories
Breakout Session, Warehouse Operations
OEMs outsource warehouse operations for a variety of reasons – to save costs, to be more
flexible in their operations, to support a new location, and more. As this isn’t extremely common
in North America, we have not recently gone in-depth into how and why OEMs outsource. This
session will provide OEMs with 3PL successes an opportunity to share their stories and lessons
learned, focusing on:
• Why did the OEM choose to use a 3PL?
• What functions did OEMs decide to hand over to the 3PL? Why?
• What were the key results – cost savings, customer service, etc.?
• What were the key issues or barriers of working with the 3PL?
• What do OEMs wish they had done differently?
• What were the key learnings from this effort?
WMS: Optimization & High-Value Functionality
Breakout Session, Warehouse Operations
Warehouse Management Systems (WMS) are part of the basic framework of distribution
networks. Our goal with this session is to learn who’s on the cutting edge of WMS use. We’d like
to hear how OEMs are using WMS functionality to enable existing processes (and improvements
to those processes). This discussion will cover:
• What are the key functions required in the WMS – what can you not live without?
• What is possible in a modern WMS, and how are OEMs pushing the limits?
• What functions don’t live up to the hype?
• What changes have OEMs made in the way that they use their WMS to drive productivity
and quality improvements?
11Warehouse Safety
Breakout Session, Warehouse Operations
Over the last two years, we’ve received a declining number of supply chain stories on warehouse
safety. We know OEMs are still as safety-conscious as ever, so what’s the explanation? Our theory
is that OEMs aren’t making any “big moves” in safety and may therefore be reluctant to share
“simple” improvements. We’ve established this session to gather all the safety improvements
OEMs have made in the last two years – it doesn’t matter if it’s implementing an entirely new
safety philosophy across the network, or repainting a pedestrian walkway on the floor. This
session will cover:
• All the warehouse safety stories we can get, no matter how big or small
• A short section on COVID-related safety changes, if OEMs are interested
What’s Going on in the Dealer Parts Department? Inventory Management
Edition
Breakout Session, Customer Response
OEMs spend enormous time and effort developing processes, programs, and strategies to best
support their dealer parts departments. However, they don’t always provide complete visibility
into what is really going on at their dealerships, and what it is the dealers actually want. This
session aims to provide that insight through the use of 'the voice of the customer' research and
focus groups. We first held this session in 2020 and covered a wide range of topics. This year we’ll
go deep into inventory management. This presentation and discussion will cover items such as:
• How do dealers decide what to order? Do they have space and/or spend limitations?
• What modifications do parts managers make to their RIM systems, and why? How do they
know what parameters to change and what to change them to?
• What kind of training are parts managers provided to improve their inventory
management skills? Is the training effective?
• What are the key metrics that Parts Managers (and their bosses) use to manage inventory
performance? And how are these metrics calculated?
• What are the key pain points for dealer parts managers trying to manage their inventory?
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