Industry: eCommerce Health & Beauty BENEFITS
The team needed to get timely, reliable quality and productivity measures in order to help scale the business effectively - and to do so without adding any additional personnel.
Adding to the challenge was the need to deal with data from a range of carriers and a 3PL partner using a mostly manual process of analysis. While the company had reasonable access to data from warehouse management systems and from their carriers, “answering questions took a lot of work in Excel,” said Hague. Developing and publishing metrics for key quality and productivity measures was taking dozens of hours of the team’s time every week. In addition to being needed to guide operations, this information was critical for preventing any negative impact on customer experience.