Process improvement flowchart 4 Running head: Process improvement flowchart 1 Process improvement

Process improvement flowchart 4

Running head: Process improvement flowchart 1

Process improvement flowchart

David Leonard

University of Phoenix

OPS/574

17 June 2022

Amazon fulfillment system process flow chart

Outbound shipping

SLAM

Outbound sorting

Packing

Customer orders online

Picking

Pick tower

Stowing

Unloading and unboxing

Inbound shipping

The current fulfillment system process used by Amazon can be evaluated based on the total quality management (TQM). This technique aims at continuous improvement over time. Based on the approach, there the current system engages the customer only when making orders and receiving the product or services ordered. The entire process is well-designed and developed to accommodate necessary variables towards safe and convenient delivery of purchased products.

Process improvement flowchart

As outlined the customer initiates the process of making online orders. However, using the customer-focus of the TQM technique, there is a need to maximize the engagement of customers in the fulfilment process in maximizing customer experience when making purchases from the Amazon ecommerce platform. Customer-focus aimed can be measured based on the levels of engagement of the customer between the points of making online orders and when the delivery of the products or services is done (Kaur et al, 2019). The flow chart represents the Amazon fulfillment system after improvements.

Outbound shipping

SLAM

Outbound sorting

Packing

Customer orders online

Picking

Pick tower

Stowing

Unloading and unboxing

Inbound shipping

Summary

Amazon’s fulfilment system is a process that allows the company to grow through providing access to Amazon logistic networks. The company has a wide network of suppliers who supply various commodities offered by the company to the customers. According to the current fulfillment system, the company is able to secure supplies even before the customer makes an order. This involves the highly demanded products which are kept in the company’s warehouses. The reason for maintaining the stock is to ensure there is a faster delivery process. This also entails the products that are manufactured within the company. When a customer makes an online order, the pick tower picks the products from the stores and is ready for picking and packing. The products are prepared and packed on branded packets and ready for shipping to the customer based on the location details provided by the customer.

Based on the total quality management (TQM) technique used in evaluating the process flowchart, a weakness is identified in that the customer has a lower level of engagement and tracking of the product before it is delivered. This is because the customer is only able to monitor the product at the selection stage when the products are displayed at the store or warehouse. However, given that the purchases are made online, there is a need to engage the customer by enabling the customers to see the selected products before they are packed and shipped.

It is for this reason that there should be more instances of engagement with the customer which can be introduced at the points marked P1 and P2 respectively. At these points, the customer can trace the product and assess whether it meets the expectations before it is packed and delivered to the location provided by the customer.

Introducing the two check-points would enhance customer focus as it increases the levels of engagement of the customer with the company in assessing the quality standards of the product. Therefore, there will be a better performance in ability to engage customer in the purchase process compared to the current level of customer engagement (Yudiansyah et al, 2020).

Increasing the level of engagement as illustrated in the improved process flowchart helps Amazon in realizing the main organizational goal of customer-centrism. This in turn enhance customer loyalty to the company which can boost the performance of the company in relation to sales maximization and expanding customer base.

Reference

Kaur, M., Singh, K., & Singh, D. (2019). Synergetic success factors of total quality management (TQM) and supply chain management (SCM): A literature review. International Journal of Quality & Reliability Management.

Yudiansyah, A., Keke, Y., & Veronica, V. (2020). Can the mobile robot be a future order-picking solution?: A case study at Amazon fulfillment center. Advances in Transportation and Logistics Research, 3, 800-806.

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