Transforming Store Processes To Improve Omni-Channel Fulfillment

By Jeff Slevin, Chief Operating Office, Lucas Systems

Jeff Slevin joined Lucas Systems in 2003, originally as Director of Operations. Today he is responsible for worldwide operations and engineering, including product development. Jeff is a graduate of Carnegie Mellon University’s Graduate School of Business and the US Air Force Academy. He served for more than 6 years as an officer in the US Air Force in a number of telecommunications and computer systems/software divisions.

This is the final in a three-part series of articles describing how retailers can adapt their fulfillment and returns processes to address the evolving demands of omni-channel commerce using Mobile Work Execution software which complements existing information systems in stores and in DCs. This article focuses on in-store processes.

Introduction

Retailers are striving to give consumers a seamless omni-channel shopping and buying experience across stores, online, and mobile. To achieve their omni-channel ambitions they also need to deliver the right product at the right time, through multiple channels, at the best possible cost. This creates new challenges for distribution and fulfillment centers and puts all-new demands on stores as fulfillment and return points. Most stores and many DCs are “throwing people at the problem” using manual processes, often relying on pen and paper. These manual processes are inherently inefficient and inconsistent, increasing costs and putting customer satisfaction and loyalty at risk. Stores, in particular, are a weak link in omni-channel execution.

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