Enhancing Quality and Efficiency in Operations A Qualitative Study of the Inbound Process of a Second-Hand Online Retailer

Abstract

Following the increased customer demand for flexibility and accessibility e-commerce has become a substantial segment of the global retail industry. This study investigates a company that operates as an online retailer, specialising in second-hand items. Due to the rising demand for both flexibility and sustainability, The Company has experienced significant growth in recent years, with a primary focus on expanding existing processes to increase capacity and operational efficiency. To further improve efficiency, The Company needs to conduct a thorough analysis of the processes to identify potential bottlenecks and inefficiencies. The Company has also recently observed an increase in quality-related issues within its processes, resulting in a notable number of defects and recurring rework. Therefore, this study aims to provide The Company with recommendations on how to enhance the quality and efficiency of their inbound process. Through observations, interviews, and process mapping, several limiting factors were identified and categorised into four themes: Production Design, Performance Metric, Training, and Motivation & Engagement. To comprehensively address the limiting factors, six final recommendations are presented. An implementation strategy as well as the significance and potential impact of implementing the recommendations are further discussed, along with the applicability of the research findings to other companies and contexts. By implementing these final recommendations, The Company can enhance both the quality and efficiency of its inbound process, creating opportunities for sustained growth.