bigston presentation consumer returns 2010
DESCRIPTION
Bigston Corporation Capabilities OverviewTRANSCRIPT
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Bigston Corporation
Quality, Service, Innovation
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We appreciate this opportunity to introduce you to Bigston Corporation.
Since 1972, we have built a reputation for quality service to the electronics industry. Our commitment to excellence is best demonstrated by the long term relationships we share with some of the premier names in the electronics industry.
We invite you to review the enclosed material to learn about our reverse logistics solutions. and welcome the opportunity to provide you with a customized proposal, or answer any questions on how we can leverage our capabilities to best meet your needs
Again, thank you for considering Bigston Corporation.
Sincerely,
Kimitaka SekiguchiChairman and President
Message from the Chairman & President
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Who we are
• A privately held U.S. Corporation• ISO 9001:2008 certified• A certified minority owned & controlled business• Japanese heritage of 5S quality and service
What we do
Who we are and What we do
• Depot repair, refurbishment & triage • Recall & retrofit operations• Consumer returns (RMA), exchanges, & fulfillment• OEM parts depot• Reverse engineering & de-manufacturing
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Facilities
Corporate 1590 Touhy Avenue
Elk Grove Village, IL 60007
68,000 square feet
Chase 1440 Chase Avenue
Elk Grove Village, IL 60007
17,500 square feet
Mexican Maquiladora Ave. Industrial Falcon S/N
Parque Industrial del Norte
Reynosa, Tamaulipas
C.P. 88730 Mexico
130,000 square feet
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Organization Chart
Chairman and President Kimitaka
Sekiguchi
EVP Takeshi
Kusumoto
VP Sales/Marketing,
IT, QA, ISO, Engineering Tom Sekiguchi
VP Finance & Administration Mary McMahon
GM OPS (HQ) Rob Findlay
GM OPS (MX) Koko Sannomiya
Business Development
ConsultantMike
Stockhaus
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Leadership Team Kimitaka Sekiguchi
Takeshi Kusumoto
Tom Sekiguchi
Mary McMahon
Rob Findlay
Tomoko Sannomiya
Mike Stockhaus
− Founder of Bigston. − 40 years management, marketing & manufacturing experience.
− 40 years marketing, factory corporate planning, parts management, customer service− 30 years at SONY Corp. Japan, Brazil & U.S. − 5 years at Bigston international operations & supply chain executive
− 17 years domestic & international supply chain management.− U.S. Customs brokerage license.− 5 years B2B sales & marketing.
− 34 years accounting, finance, HR, facilities, sourcing. 10 years Bigston CFO.− Expertise in Mexican Maquiladora regulations, implementation & international relations.
− 22 years retail sales, operations, customer service, supply chain & technical management.− Six years with Bigston in operations & strategic planning.
− International customer service at Nissan Mexicana and foreign affairs at Mexican Consulate.
− 10 years Bigston de Mexico Maquiladora GM. Trilingual (Spanish, English, Japanese).
− 28 years Best Buy retail/B2B sales, operations, IT, service & reverse logistics management.− 11 years asset recovery & 3PL strategic alliances.
− `
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Bigston’s Customer History
Consumer Electronics OEM’s
• Canon• Sony• Panasonic• Toshiba• Sharp• Onkyo• Casio• Medion• Sanyo
• Hitachi• Mitsubishi• Aiwa• JVC• Funai• Marantz• Minolta• Thomson• Bose
• Zenith• Pioneer• Fuji• Kenwood• Okidata• Nikon• Motorola• Leica• Epson
• Delco• Pure Digital• Protronics• Olympus• Harmon-Kardon• Symphonic• VTech• Cobra• TEAC
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Retailers
• NEC• NXTV• Buena Vista
Bigston’s Customer History
• Sears• Circuit City• Game Stop• Highland• Rex
Commercial OEM’s
• Jacobs Trading• Hartford• Hyper Microsystems
• Omron• Tanita• Medion
Secondary Markets
Medical and Health OEM’s
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Capabilities
Technology
• Web-Web-based IT production and order tracking
• Board level repairs (BGA machines)
• De-manufacturing• Reverse engineering• Lens repair
Reverse Logistics
• Refurbishment• Fulfillment• Recall and retrofit services• De-manufacturing• Reverse engineering• Kitting and assembly• Triage
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Product Capabilities
Categories• Digital camera• DVD recorders• Home theater• Gaming • Car stereo• Telephones• Cell phones• Electronic musical keyboards• GPS• LCD’s
• Printers• POS• PC’s & Laptops• Projectors• Microwave ovens• Blood pressure monitors• Blu-ray• Pedometers• Nebulizers• Vacuums• Air conditioners
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Customer Service KPI’s
Digital camera customers ranked highest in industry customer satisfaction from achieving KPI’s:
• TAT< 2 days
• Quality (redo) < 0.2%
• Call (abandon ratio) < 5%
• Lower parts inventory < 5%
• Lower parts usage per repair
• Flexible production capacity
• Lower product exchange
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Refurbishing KPI’s
Superior refurbishing quality and lower production and costs:
• Receiving TAT
• Production yield ratio
• Cost per unit
• On hand <0.7 M
• Inventory accuracy = 100%
• QA result = QA reject 0%
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Quality Management by ISO
Bigston’s ISO 9001:2008 processes ensure consistent high quality
Customer satisfaction
Customer satisfaction
Customer requirements
Customer requirements
Management responsibility
Measurement, analysis and improvement
Resource management
Product realization
Product
QA Systems based on MIL Standards (AQL= 1.5) assure consistent high quality
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Maquiladora‘s Competitive Advantages
McAllen/Reynosa
Reynosa, Mexico facility provides:
1. Lower cost per unit (approx. ¼ U.S labor rate)
2. Speed to market
3. High volume capabilities
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Utilization of Maquiladora Low Labor Model
Manufacturer
Inspection
Bigston in Reynosa
Quality Assurance
Repair/Cleaning
RetailersRetailers
Shipping
McAllen
Reynosa
Bigston Chicago
Return RetailersRetailers
Return Centerin McAllen
Sales (Drop-ship) / Product Exchange
Return Authorization P.O.
Receiving/Transferring
Storing
Sales (Drop-ship) / Product Exchange
High TechProducts
Labor Intensive
Work