Webers Inc: An Omni-Channel Retailer With 250 Stores

Question

Webers Incwebers Is An Omni Channel Retailer With 250 Stores Through Webers Incwebers Is An Omni Channel Retailer With 250 Stores Through Webers Inc. is an omnichannel retailer operating 250 stores across the United States, supplemented by six distribution and fulfillment centers. The company specializes in men's and women's clothing featuring various designers and styles. Historically, Webers faced little competition in its clothing line, which led to a primary focus on operational productivity rather than customer service, especially for online shoppers. Currently, Webers employs an order management system (OMS) that handles online orders, checks inventory in real-time, and manages the order fulfillment process through integration with warehouse management systems (WMS) and transportation management systems (TMS). Initially, the order process was straightforward: customers would place an order online, receive a confirmation, and then the OMS would verify inventory. If items were unavailable, a backorder notification was sent; if available, the order proceeded to the warehouse for picking, and then to shipping. Customers were not able to select delivery dates, simplifying the logistics but decreasing customer satisfaction. To remain competitive, Webers decided to allow customers to select preferred delivery times, such as next-day or two-day shipping, which impacts how the OMS, WMS, and TMS coordinate to meet these new delivery expectations.

Dr. Jack HW Helper · Accepted Answer

Process Maps for the "Before" and "After" Order Management Processes Before Process Map The traditional order processing system at Webers was linear, emphasizing internal efficiency over customer flexibility. The process begins with the customer placing an order online, initiating a notification from the OMS confirming receipt. The OMS performs an inventory check in real-time. If stock is available, the order is sent to the WMS, which schedules the picking process. Orders are executed in a set order, typically FIFO (first-in, first-out). Once the order is physically picked, the WMS forwards it to the TMS for shipment scheduling. The TMS determines the most efficient carrier and shipping method, without customer input on delivery timing. After shipping, a notification is sent to the customer specifying the shipment date. Throughout this process, there is no interaction or flexibility for the customer concerning delivery times, which streamlined operations but limited service options. After Process Map The updated process starts similarly, with the customer placing an online order that triggers the OMS. However, the immediate differentiation is the introduction of customer-selected delivery options. The OMS, at this point, must communicate with the TMS to determine achievable shipment schedules corresponding to customer preferences such as next-day or two-day delivery. The TMS, in turn, collaborates with the WMS to plan pick-up and shipment schedules aligned with delivery windows. This requires dynamic adjustments: the WMS may need to expedite certain orders or recalibrate pick and pack activities to meet specific delivery commitments. Once scheduled, the TMS arranges for carrier tendering based on the customer-selected timeline. The entire process involves tighter integration among systems and real-time communication to ensure seamless delivery, improved customer satisfaction, and operational adaptability. Major Changes to the Order Management Process Introduction of

Webers Inc: An Omni-Channel Retailer With 250 Stores

Webers Incwebers Is An Omni Channel Retailer With 250 Stores Through

Paper For Above instruction

Process Maps for the "Before" and "After" Order Management Processes

Before Process Map

After Process Map

Major Changes to the Order Management Process

New Performance Metrics for Webers

References