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Hoàng Văn Bảo đang tìm kiếm từ khóa What should you do if a customer says an item is not available on the shelf? được Update vào lúc : 2022-12-26 06:52:05 . Với phương châm chia sẻ Kinh Nghiệm Hướng dẫn trong nội dung bài viết một cách Chi Tiết Mới Nhất. Nếu sau khi đọc tài liệu vẫn ko hiểu thì hoàn toàn có thể lại phản hồi ở cuối bài để Tác giả lý giải và hướng dẫn lại nha.🔥 Pro tip: when you run customer surveys, encourage people to be 100% honest. As in, really spell out that they should be honest, and that you will love their feedback. This bonus question is great because it gives your customers the chance to discuss any thoughts they have about your company or product that they haven’t yet expressed. Ask the question in a way that encourages them to speak from the heart—for example: ‘Is there anything else you would like to add? Go for it! We love honest and direct feedback’—and just sit back and listen.
Nội dung chính Show- How to run a customer survey: 3 stepsStep 1: set up a customer surveyStep 3: analyze the dataNews & PressPeoplevox Product NewsHow Peoplevox handles pickingHere is how pick and sort to trolley flows
How to run a customer survey: 3 steps
Now that you’ve seen the questions you’ll need, it’s time to use them in a customer survey. Setting up a few phone calls and going through each question in person is one of the best ways to go about it and develop real, in-person empathy for your customers. And yes: it might feel weird to contact people or even have a Skype/Hangout call with a complete stranger—but some loyal customers will even feel flattered that you want to hear from them. The only con to this approach is that it won’t necessarily give you fast insights. You may need to send quite a few invites and wait until you find someone whose calendar aligns with yours, plus each call will take you about 30 minutes. While you do that, use Hotjar Surveys and prepare a written survey to email your customers or share as soon as they have completed a purchase—this will help you some extra data, faster. There are only three steps to follow: Step 1: set up a customer survey Step 2: share the survey with your customers Step 3: analyze the data
Step 1: set up a customer survey
From the Hotjar dashboard, start a new survey and give it a descriptive title (it will appear the top of the page your customers see):
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Peoplevox Product News
10 common problems with order picking...and how to solve them
Jonathan Bellwood
- 01 June 2022
10 min read
This article covers the answer to the common question: How to reduce manual picking errors
Picking is, as you'd expect, a major action in the order fulfilment process. Unfortunately, it's prone to a wealth of errors that can cost you time and money if you don't have the right workflows in place. We've looked back on our experiences visiting warehouses and put together a list of the most common problems we've noticed the order picking stage.
Save it for later and tải về the PDF version using the link the bottom right.
Problem 1
Not finding the correct items in the locations.
Impact
If an item is not where it should be in the warehouse, this means the picker needs to spend time looking for it. This delays the order fulfilment, which can lead to an unhappy customer and negative reviews. On top of that, it also makes for a highly inefficient warehouse operation.
How to solve it
With a warehouse management system (WMS), every item is scanned into a location. This means that when a picker is looking for an item, it will always be exactly where it should be.
Problem 2
Pickers make mistakes which mean the wrong items or quantities are picked.
Impact
If the wrong items or quantities are picked, time is wasted the pack bench where, hopefully, the error is noticed. If the fault is not realised, the wrong items are despatched which will then require a refund or replacement. As well as costing money, it also paints a poor picture of your brand.
To calculate the cost of those mispicks, multiply the number of mis-shipments per week by the cost of a mis-shipment and you will see how much money is wasted. When calculating the cost of a mis-shipment, don't forget to consider shipping costs, returns costs, labour time to re-pick, customer service work, and time spent rectifying bad online reviews.
How to solve it
Get goods-in right first time by scanning everything. Using barcode scanners in your e-commerce warehouse should make it impossible to pick the wrong item or the wrong quantity. With every incorrect pick, the scanner will create an error message, alerting the picker to their mistake.
As a final check for orders that have been picked in a batch, you may also benefit from scanning the items again the point of despatch to ensure you match the right items to each shipping label.
Problem 3
You have paper-based picking.
Impact
With this kind of operation, paper must be printed and carried with the picker. This is not only a lengthy process, it is also highly inefficient and leaves a large margin for error due to lost or unfulfilled orders.
How to solve it
Quite simply: eliminate paper from your warehouse by using warehouse management software with a mobile app. The mobile app replaces the paper, a bit like your mobile phone replaced the handwritten letter. When you remove the room for human error, you're in a good position to ensure that you're able to ship every order on time, and accurately, without fail.
How Peoplevox handles picking
Problem 4
No prioritisation when picking.
Impact
If your orders are not prioritised then often the most recent sales order items are picked first by default. This can mean that older orders or more important orders are neglected or delayed.
How to solve it
To solve this problem, you should find a suitable method for sorting your warehouse orders. Once you have a method in place, no priority order will be left over the end of the day.
Problem 5
Labour-intensive picking - 'We've always hired more staff as we've grown and this can't go on forever.'
Impact
If you have too many pickers working the same time, you will likely be spending more money on labour than you are getting back in return. Overtime is starting to creep in and sometimes deadlines for fulfilment are missed.
How to solve it
The most efficient way to reduce the number of pickers needed for a single shift is to introduce automation into your warehouse. Automation should improve the efficiency of all your pickers, meaning that fewer of them are needed to fulfil the same amount of orders. A watches and jewellery retailer client of ours saw a 75% increase in picks per person per hour when using a WMS.
A good idea is to benchmark your picking against industry standards. 100 items per picker per hour for small e-commerce order picks is a steady benchmark. Additionally, with automated processes, you'll be well set up to take the panic out of peak periods. With a WMS that's easy-to-use and easy-to-train, you can get temporary staff working on the warehouse floor within minutes.
Problem 6
No designated location for half-picked orders.
Impact
Orders that are only half-picked are generally put back if the remaining items are not available, and fulfilment is postponed. Doing this leads to unhappy customers and potential negative reviews. However, despatching half-orders increases your overall shipping costs.
If you often find that your systems say you have an item in stock when you don't then forget Amazon and eBay. They will take you down if you fail this fundamental test. We have known eBay Power Sellers who have lost over £100k in revenue because of this.
How to solve it
The ultimate solution is to manage your allocation properly which means orders are only half-picked if you're happy to do a partial shipment. This is a business decision that can be set as a rule or reviewed against each order that can't be fulfiled.
Your e-commerce platform is unlikely to give you this. Without it, half-picked and cancelled orders will be routine. With the right warehouse workflows in place, you'll be able to improve warehouse efficiency for good.
Problem 7
You have fixed locations - 'Every item has its place, except when that space is full, then it's stored in the overstock location...wherever that is...'
Impact
Having fixed locations eliminates the potential for flexibility to allocate high-demand items closer to the pack bench when necessary. It also means that warehouse space is not fully optimised, costing money and resources.
Inefficiency here usually means replenishment is made into a bigger issue, which itself results in more manual data entry to make stock location and inventory changes. The ultimate sign this is costing you is continuous stock takes that the team rely on for accurate inventory updates.
How to solve it
Introduce a WMS that allows for dynamic locations. This will mean that you can put multiple stock keeping units (SKUs) in one location, as well as putting single SKUs in multiple locations. By doing this, you will make much better use of the space in your warehouse, save money and postpone the need to move to a larger site.
Problem 8
You are reliant on people remembering where things are in the warehouse - 'My warehouse team know exactly what is where. Contractors and temps never seem to work out.'
Impact
Time is required to train pickers on the layout of the warehouse. When peak season hits and temporary staff are taken on, the same training cannot be afforded. Having this reliance on your pickers to know where everything is will cost time and money without providing a sufficient return.
How to solve it
With a WMS, the location of every SKU should be recorded. This means that when an item needs to be picked, the location is shown on the mobile app, eliminating all need for pickers to memorise the locations. This also means that temporary pickers can start using the system immediately, without the need for involved orientation.
Problem 9
Picking one order in one pick run.
Impact
This is an inefficient process that wastes valuable time and resources. It also makes the order fulfilment longer leading to dissatisfied customers.
How to solve it
The reason that one order is generally picked in one pick run is because it is printed on a sheet of paper. However, by eliminating paper and using WMS workflows instead, pick runs can be devised in the most efficient manner, which can often mean multiple pickers pick items for one order as part of a batch run. The order is then combined the pack bench, saving time and resources.
Here is how pick and sort to trolley flows
Problem 10
You can't trace who has picked an order.
Impact
No accountability in a team is divisive, demotivating, and hard to mange. Your warehouse manager needs to be in the thick of it to have his pulse on productivity and even then he's open to personal bias. Not having this kind of visibility means that you are unable to assess the efficiency of your staff, as well as tracking the progress of an order. This means that you can't communicate with the customer regarding the status of their order.
How to solve it
A suitable WMS with focused e-commerce workflows should provide you will full visibility on all inventory movements, including which thành viên of staff has performed each action. You need this focus in order to have full control over your warehouse processes and to eliminate warehouse chaos for good.
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