A multinational Retail company redesigned its processes, achieving a 13% increase in labor productivity and thereby scaling its omnichannel operation
Background and identified issues
A Retail company needed to adjust its in-store processes to cope with the explosive growth of the online channel during the COVID-19 pandemic
The growth of the online channel resulted in a considerable increase of the in-store staffing
Existing processes were not optimized to leverage sales effectively
Main actions
Field visits were conducted to identify the key redesign opportunities
Timing was recorded, and process volumes were analyzed based on the company's system information
The process was redesigned, eliminating duplicate stages and removing those that did not add value
Impact of the project
Productivity was improved by 13% (Number of orders/FTE)
The initiatives developed were mainly related to:
- Redefinition of roles
- Enhancement of picking application
- Optimization of in-store picking warehouses