HSN
makes a good buy
By investing in
sophisticated
productivity tools,
HSN stepped up its
fulfillment game as
well as its value
proposition to
customers.
For multi-channel retailers competing in the cutthroat direct-to-consumer market, the key to success lies in creating a positive delivery experience for the customer. Make deliveries cheap, fast, and reliable, and the retailer is
one step ahead of the game.
That’s not as simple as it might sound. Mastering the delivery challenge requires
not only getting the transportation part right, but also the fulfillment part. And as
Bob Monti, senior vice president of supply chain operations for St. Petersburg,
Fla.-based Home Shopping Network, will tell you, labor management software
and process improvements have a lot to do with it as well.
Founded in 1977 as the nation’s first television network devoted to shopping,
the company now known as HSN has built a $3 billion-a-year brand through its
ubiquitous presence on the tube and the Web. It broadcasts 364 days a year, reach-
