Reverse logistics operations improvement project
Amazon: Reduction of overall false escalation rate in reverse logistics centre
A Non-disclosure agreement was signed with the company, so it is not possible to discuss the project in detail.
Case Overview
The challenge & approach
Problem statement
Inaccurate data recording in the fulfilment centre was making it difficult to accurately measure and manage the false escalation process — leading to increased operational costs.
Aim of the project
- 1.Identify the actual scope of falsely escalated packages.
- 2.Propose more effective ways of measuring false escalations and ways to reduce the overall false escalation rate.
Methods used
data extractiondata analysisprocess mappingfocus groupsfishbone diagramsprocess improvement trainingcross-sectional surveyaudits
Project End Results
Measurable operational impact
3,700
working hours saved annually
Delivered through improved measurement and a reduced overall false escalation rate.
