Effektivisering av varu-och lagerhantering för ökat kundfokus : En fallstudie inom detaljhandeln

• Main Authors: Trosell, Sanna, Waage, Simon
• Format: Others
• Language: Swedish
• Published: Högskolan i Gävle, Industriell ekonomi 2020
• Subjects: Customer service; Retail; Efficiency; Lean; Goods and inventory management; ABC-analysis; 5S; Kundservice; Detaljhandel; Effektivitet; Varu- och lagerhantering; ABC-analys; Transport Systems and Logistics; Transportteknik och logistik
• Online Access: http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-33099

Swedish retail industry is facing a challenging future in terms of creating positive customer experiences due to an increasingly digitized world. The market and shopping patterns have changed drastically, and customers expect a higher level of customer service while retail staff spend a lot of time receiving deliveries and handling goods. Successful work with Lean has long helped other industries to streamline their tasks. The question remains whether Lean can help create enabling conditions for the retailer to streamline product and inventory management and be able to allocate time to customer experiences instead. The purpose of this work is therefore to identify opportunities with methods such as ABC-analysis and 5S for improvement in goods and inventory management in retail in favour of increased customer satisfaction. The study was conducted as a case study at a retail store with an internal warehouse. To respond to the purpose, the delivery of goods was examined through observations as well as interviews were conducted with the store manager and two employees. The study was further supplemented by an interview with the logistics department at the company headquarters. The result shows that a frequency placement according to the picking frequency at the warehouse saves both time when delivering goods but also when picking out, this as the A-products are closest to the entrance. Improvement opportunities such as standardization of work tasks, visualization in store warehouses, focus on inventory turnover and structure in warehousing according to 5S were significant for the efficiency of the warehousing. The study is expected to contribute with understanding that methods developed for other industries can also be applied within the retail. Lean in retail is a recently explored area and our study gives an indication that warehouse efficiency is important for improved customer service. To make the study possible it is limited to streamlining storage of goods and handling of goods in the store warehouse.