Industry Experts Reveal the Behind-the-Scenes Essentials to Customer-Centric Supply Chain Execution
Why WMS and Labor Management are critical components to transforming the customer experience
Meet The Experts
Craig Moore, Vice President of Sales, Korber Supply Chain Software
Greg Utter, Senior Managing Director, Alpine Supply Chain Solutions
Charlie Zosel, Principal, Jackpine
Behind-the-Scenes Essentials to Customer-Centric Supply Chain Execution
Customer experience is shaped not just by direct interactions but by the seamless efficiency of supply chain operations working behind the scenes. Key functions like accurate inventory tracking, fast order fulfillment, and optimized labor utilization are vital to delivering consistent customer satisfaction. To dive deeper into these essentials, we recently gathered a panel of industry experts to explore advanced strategies in supply chain execution. Our discussion covered how modern cloud-based warehouse management systems (WMS), paired with state-of-the-art labor management tools and complementary solutions, can elevate facility design, optimize slotting practices, and ultimately enhance the end-to-end customer experience.
The discussion covered five main topics, including:
- The role of integrated WMS and labor management in fostering positive customer experiences
- How effective inventory management, streamlined logistics, and accountable labor are essential for a customer-centered supply chain
- The significance of delivering accurate and timely order fulfillment
- The impact of optimized facility layouts and AI-enhanced slotting on warehouse productivity
- The importance of transparency and communication across the supply chain to manage customer expectations and address issues proactively
Read for a summary of the main takeaways or listen to the full discussion here.
#1 The Role of Integrated WMS & Labor Management
Integrated Warehouse Management Systems (WMS) and labor management solutions are crucial in enhancing customer experiences by creating a streamlined, efficient, and accurate warehouse environment. Systems like those offered by Körber allow for seamless inventory tracking, real-time order processing, and the integration of various tools like voice systems and material handling technology. With Alpine’s expertise in configuring these systems, businesses can implement custom-tailored workflows that meet their unique operational needs. By designing future-state process maps, Alpine ensures that each step in the warehouse operation is optimized for quick, accurate fulfillment, directly impacting customer satisfaction by reducing errors and delays. Real-time visibility within the WMS also empowers warehouse managers to make rapid adjustments, mitigating potential disruptions in the supply chain and keeping customer commitments intact.
On the labor side, Alpine’s approach to management emphasizes productivity and employee engagement beyond simple time tracking. By analyzing metrics like cases per hour, travel distances, and task complexities, the system can create dynamic performance standards that factor in elements like fatigue and break times. This not only maximizes productivity but also creates a fair, data-driven framework for workload distribution and accountability. Additionally, supervisors gain real-time insights into individual and team performance, enabling them to coach employees effectively and incentivize high productivity. With optimized labor and WMS working in harmony, warehouses achieve higher efficiency, cost savings, and adaptability—all essential in delivering a consistent, positive experience to customers.
#2 Inventory Management, Streamlined Logistics, and Accountable Labor
Effective inventory management, streamlined logistics, and accountable labor are essential elements in building a customer-centered supply chain. Accurate inventory management ensures that companies can consistently meet customer expectations by maintaining reliable stock levels and eliminating discrepancies that lead to delays. With high accuracy levels—often 99.8% or higher—Warehouse Management Systems provide real-time visibility into inventory, down to each item’s location. This level of accuracy is achieved through structured counting processes and intelligent design, allowing companies to replenish stock efficiently and prevent the kinds of shortages or errors that frustrate customers. Moreover, advanced slotting techniques and optimized facility layouts further support inventory accuracy by ensuring that high-demand items are organized for fast, reliable access, which directly benefits fulfillment speed and precision.
Streamlined logistics amplify the customer-centered approach by minimizing delays in order fulfillment and enhancing productivity. Techniques like batch picking and Goods-to-Person (GTP) technology reduce the travel time required for each order and limit congestion in high-traffic areas. Automated solutions, such as robotics and artificial intelligence, enable organizations to improve efficiency in environments with heavy order volumes or complex picking requirements.
Labor management also plays a vital role in this ecosystem, providing accountability and driving continuous improvement among workers. By implementing tailored performance metrics and focusing on coaching behaviors, rather than just hard metrics, companies create a supportive environment where employees understand how their efforts align with customer expectations. These combined efforts in inventory accuracy, logistics efficiency, and labor accountability foster a customer-centered supply chain that can consistently deliver on promises, enhancing customer loyalty and satisfaction.
#3 Significance of Accurate and Timely Order Fulfillment
Accurate and timely order fulfillment is crucial in today’s direct-to-consumer landscape, where the growth of e-commerce has significantly increased both the volume and frequency of orders. Meeting these demands requires efficiency-driven approaches that reduce travel time within the warehouse, streamline pick paths, and utilize tools like batch picking to consolidate orders. By deploying a batch-picking strategy, warehouse operations can increase productivity by allowing a single worker to gather multiple orders simultaneously, reducing travel time between picks and thus speeding up the overall fulfillment process. Minimizing these travel times and optimizing pick paths through effective WMS design enables warehouses to fulfill more orders accurately and promptly, keeping pace with customer expectations for fast delivery.
As operations adapt to a high volume of individual item picks (or “eaches”), integrating automation solutions like GTP systems, robotics, and Autonomous Mobile Robots (AMRs) can further boost efficiency. These solutions reduce travel and waiting time for workers by bringing products directly to them, helping maintain a steady pace of work and cutting down on potential delays. Labor management tools then add a layer of oversight, giving managers insight into worker productivity and the ability to identify delays or bottlenecks. By analyzing metrics such as foot travel and idle time, companies can optimize staffing and schedule appropriately, maximizing throughput and ensuring timely, accurate deliveries. With these advanced solutions in place, warehouses can achieve operational resilience, directly impacting customer satisfaction by providing consistently reliable and fast order fulfillment.
#4 Optimized Facility Layouts and AI-enhanced Slotting
Optimized facility layouts and AI-enhanced slotting significantly boost warehouse productivity by improving labor efficiency and reducing travel time. Properly organizing high-demand items throughout different parts of the warehouse minimizes congestion, ensuring smooth operations. AI-driven slotting provides strategic recommendations for item placement, further enhancing picking accuracy and speed. This technology supports continuous improvement by adapting to changing demands and integrating with automated systems, leading to better resource utilization and overall operational efficiency.
#5 Importance of Transparency and Communication
Transparency and communication across the supply chain are critical for managing customer expectations and proactively addressing issues. Implementing regular cycle counting, for instance, ensures inventory accuracy, which is essential for meeting service level agreements (SLAs) and maintaining customer satisfaction. By using technology such as WMS and real-time tracking of pick, replenishment, and putaway processes, businesses can effectively monitor operations and communicate potential challenges before they impact the customer.
Furthermore, proactive communication in addressing order delays or supply chain disruptions helps mitigate customer frustration. By continually analyzing operational efficiency and using tools like AI to make decisions on labor deployment, facility layout, and slotting, companies can not only enhance productivity but also provide more reliable order fulfillment. This transparency ensures that customers are kept informed, reducing the risk of surprises and fostering trust in the supply chain process.
Conclusion
In conclusion, creating a customer-centered supply chain requires more than just a focus on direct customer interactions; it demands a strategic approach to supply chain execution. By integrating modern cloud-based WMS, labor management, and advanced solutions like AI-enhanced slotting, organizations can streamline operations and optimize warehouse efficiency. Effective inventory management, timely order fulfillment, and transparent communication are essential components in meeting customer expectations and driving success. As discussed, these practices not only enhance productivity but also build stronger, more reliable supply chains that ultimately elevate the overall customer experience.
Listen to the full discussion on: Essentials to Customer-Centric Supply Chain Execution here.
