Finding your voice

In fast-paced DC workflows such as picking, voice systems combine speech recognition software with a headset to help guide a worker through his or her daily tasks. These systems integrate with inventory management and allow the warehouse operators to capture data and manage work processes, which leads to labour optimisation, inventory visibility and streamlined workflows.

Unlike the DC environment, shops are less structured and less predictable. Shop assistants cannot just focus on one single task and ignore shoppers. They need to have the flexibility to attend to the customer on the shop floor and respond to impromptu demands. However, many workflows in the shop can greatly benefit from streamlining and standardisation. These processes include order fulfillment, gap scanning, shelf replenishment, inventory management and more.

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This is where DC technology, especially voice systems, can be deployed to improve store operations and increase customer satisfaction and profitability. By guiding shop assistants through specific workflows and tasks using a headset with voice direction, stores can drive consistency – and much clearer metrics – in day-to-day operations. 

A directed-work approach eliminates the guesswork and risk of human errors for tasks like order picking and preparation, stocking shelves and counting inventory. A retail version of a voice technology system can deliver a massive 20% productivity gain.

In addition, stores can capture detailed information about their operations as workers complete their tasks, eliminate paper-based checklists and reduce the reliance on written inventory reports. Importantly, the ability to capture and analyse that information means that they can make data-driven decisions to help identify areas of improvement and take specific actions to optimise operations.

Making it a reality

Last year, a large and very successful supermarket chain was looking for technology solutions to address several areas of their operation which they knew needed improvement, and that were affecting their bottom line. As a pilot programme, they deployed a software and voice-based system to their workers on the night shift.

The supermarket saw improved accuracy and gained access to more data for better visibility in its operation. In particular, the new depth of data available allowed them to reduce the number of out-of-stock items on the shelves and communicate daily inventory levels to central operations much more quickly and easily. The DCs providing stock to their storefronts were then able to make far more accurate decisions about the amount of food and beverage to send with each shipment.

Managers need real-world data to form baselines as to how long certain tasks can and should take, such as better estimates of order readiness for in-store pickup. This data then fuels models to build staffing requirements to fulfill orders and run normal store operations.

Retailers can deploy directed work technology using voice for a wide range of tasks on the shop floor and in the stock room to achieve:

• Improved click-and-collect fulfillment: Shop assistants can provide customers with the error-free orders and seamless experience they demand, from receiving the order to packing and shipping.

• Inventory accuracy: Store managers need better control of inventory from back-of-store to shelf with system-driven receiving, staging and restocking.

• Greater visibility and predictability: Every function of the in-store and back-of-store order fulfillment process and labor efficiency can be tracked and measured to identify how long it takes to perform tasks, allowing store managers to optimise operations and shop assistants to put a greater focus on customers.

John Carenbauer, product manager, Honeywell Safety and Productivity Solutions