The fourth case study is Case 8.2 Webers, Inc. from your textbook. This case study explains how a clothing retailer needs to change its process for deliveries in response to growing competition. You are to read this case study and answer all three questions. It is expected that you use the strategies located within your textbook when answering these questions. It is also expected that you properly conduct research to add an additional dimension on top of your textbook readings to properly answer each of these questions.

Case 8.2. Webers, Inc.

Webers is an omni-channel retailer with 250 stores throughout the United States and six distribution/fulfillment centers. Webers specializes in men's and women's clothing across numerous designers and styles. Previously, Webers had relatively no competition for its line of clothing and, as such, was focused more on its productivity rather than on service to its Internet customers.

Under the current order management process, a consumer would place an order online with Webers and receive a notification that the order was received. The order management system (OMS) would then check the availability of inventory for the order. If inventory was not available, the consumer would receive a notice for a back order. If inventory was available, the OMS would send the order to the warehouse management system (WMS) to be scheduled for picking. Orders were picked in the order in which they were received. Once picked, the WMS would send the order to the transportation management system (TMS) to be scheduled for shipment. Once shipped, the consumer would be sent a notice of ship date. Under this process, the consumer could not pick delivery times when ordering. Although this has a negative impact on Webers customer service, it allowed Webers to increase productivity in its fulfillment operations.

Under increasing pressure from competitors, Webers decided to now allow the consumer to choose delivery times, for example, next-day, two-day, etc. This was going to have a major impact on how the three systems (OMS, WMS, and TMS) operated and exchanged information to facilitate the order management process. While the consumer is ordering, inventory availability is checked in real-time. When the consumer chooses a delivery option, the OMS must communicate with the TMS to determine when the order needs to be tendered to the carrier at the fulfillment center to meet that delivery window. The TMS then communicates with the WMS to determine when the order needs to be picked.

Figure8.15Customer Wait Time (CWT)