There were essentially two challenges to face: fulfilment stores were not responding to the SLAs that were set as goals for the preparation of Home Deliveries and Pick-up-in-Store orders; all the other stores were not responding to SLAs when they had to prepare Pick-up-in-Store orders for Sales Assistants. The stores could only identify the need to prepare an order via email and a dashboard, but these tools were not being consulted in constant and timely manner.
Implementation of smartwatches through which the order preparation notifications are sent to the collaborators. This tool allows them to identify the orders to prepare, quickly and in real time.
Decrease of the average order preparation time
Decrease of the average time of preparation of a pick-up-in-store
Hugo Neves, Rita Figueirinha, Rui Santos, Nelson Menino, Mónica Ramos, Irene Martins, António Marques, Nuno Fumega, Jorge Brito, José Gonçalves, Emiliana Sampaio, Helena Santos.