The top executive at an online retailer shouldn’t be worried about how many pack stations are operating at a time, the daily pick accuracy, or how many purchase orders were placed that day. You can be confident that the company’s operations team and warehouse directors have a firm handle on those metrics.
So why should less be expected when you outsource your order fulfillment to a third party?
Truly great outsourced fulfillment feels in-house, both for the end customer and the retailer. It shouldn’t be a strained relationship, leaving questions unanswered and processes unexplained. You should have complete access to your company’s operations performance, inventory levels, and more at all times – and if your provider has a problem with that, then you’re probably working with the wrong one!
Just a few pointers to keep in mind when managing an outsourced relationship:
- What KPIs will you monitor and how frequently will you communicate them?
- How will you convey areas of improvement?
- What are your internal processes for addressing and correcting concerns if they arise?
- Who is responsible for ensuring my standards are met?
Don’t let a lack of operational insight send your business down the drain.