OUTBOUND PROBLEM SOLVE ELIMINATION
Amazon plans to open over 10 new Fulfilment Centers in the last two quarters of 2017 alone; with such rapid expansion, the need for robust processes against defects in customer order fulfillment has become more important than ever.
The Tauber team identified the Pack function as the process path where the majority of problem solve labor hours are spent, and missing item shipments as the most prevalent issue in the outbound process. The team redesigned the outbound process to be robust to incoming defects by utilizing the usual workflows of direct functions, as well as the current physical layout and conveyor systems of FCs. In this future state, software buildouts will be employed to automate decision making and guide associates accordingly, thereby enabling problem solving to silently occur on the pack wall. To secure the future of the project, the team led discussions with Amazon Fulfillment Technologies (AFT) and Subject Matter Expert (SME) teams to obtain funding and hand off the project to Amazon Customer Excellence System (ACES) Ops Integration team.
Read the 2017 Amazon - Problem Solve Team Project Executive Summary in the 2017 SPOTLIGHT! book.
Anusha Gundra–MSE Industrial and Operations Engineering
Uygar Ozdemir–EGL (BSE & MSE Industrial and Operations Engineering)
Dave Graybeal –Director, Quality, North American Customer Fulfillment (NACF)
Govind Singh–Principal Program Manager, Amazon Customer Excellence System (ACES) Quality
John Branch–Ross School of Business
David L Kaufman–College of Engineering
About Tauber Team Projects:
The 2017 Tauber Team Projects resulted in $575 million in savings according to sponsoring company calculations, an average of $18.5 million per project over 3 years.