Project Objective

This project has three major objectives. Objective 1 is to increase the efficiency of the BOPIS order fulfillment process. Currently, only 45.7% of BOPIS orders are meeting the service level agreement (SLA) of 2 hours from order drop to order stage times, which is due largely to the lack of order prioritization and inability to pick multiple orders at the same time. The team addresses this issue through the introduction of order picking based on a customer need-by date and order batching.

Objective 2 is to increase the staging area turnover rate for BOPIS and BOSS orders, which will enable THD to process more sales as the click-and-collect market grows. Orders are often lost in the staging areas due to clutter from aging orders that need to be restocked; this is caused by failure to enforce order cancelation rules and a lack of strategic organization of staged orders. This is addressed with an introduction of scheduled order pickup and a streamlined restock process. 

Objective 3 is to streamline the BOSS order fulfillment process by dropping orders into the system after they are key-rec’d instead of when they arrive at the store, as is the current process. In addition, combining the key-rec label and staging label into one would eliminate the need to print labels twice, thus saving time during staging.