However, with more businesses now coming under increasing pressure to design and implement new processes as quickly as possible, it can prove difficult to take a truly holistic approach. Peter Scraton, Operations Director at ArrowXL, explains how the company has introduced innovative design sprints to solve this problem and achieve fantastic results…
I have always been fascinated by the latest innovations coming out of Silicon Valley – not just from a hardware or software point of view, but in terms of attitude to work, management techniques and employee engagement. As part of this, I have always admired Jake Knapp who spent many years working at Google and playing a key role in the development of several major Google products, such as Gmail and Hangouts. During this time, he devised and developed the “design sprint”, which is a time-constrained five-day process involving several team members who, as a group, answer critical business questions through design, prototyping, and testing ideas.
At ArrowXL, we have used this innovative concept to introduce a slightly tweaked four-day design sprint process, incorporating people from all departments. This has been used to great effect when looking to identify pain points, encourage best practice, shape new ways of working and ultimately increase efficiency, across a range of areas, including our reverse logistics model.
This was tackled by a 15-strong team made up of colleagues from product development, hub operations, client management, the claims division, and IT, who quickly identified 50 pain-points across our existing ‘returns processes’. They were prioritised (by way of ‘dot voting’) into seven areas before the team unpicked any problems and created solutions. This included: deploying a ‘resource flex’ model that allows the operations team to resource more efficiently according to volumes; the redesign of the company’s cancellation process so that colleagues didn’t have to spend three hours a day sorting labels by client and by piece each morning; optimising manifest creation; the formation of a new returns dashboard within the company’s reporting tool; and enhanced communication channels to reduce backlog within the warehouse.
I’m proud to report that this specific design sprint and the subsequent solutions have led to significant benefits. Whilst the volume of returns in the two-person market has increased by 40% over recent years, we believe the sprint avoided additional costs and improved CPU (Cost Per Unit) to a value of approximately a third of a million pounds. As part of this, efficiency across two of our sites have improved by 30%, with a third site improving by 19%. Meanwhile, we have also witnessed a 43% reduction in claims from a major client due to reduced errors when sending returns back to them. Finally, our key KPI (Items Per Warehouse Hour) has improved at all three sites (Droitwich, 2.4% to 3.2%; Enfield, 3.6% to 4.2%; Wigan, 4.7% to 6.2%).
In conclusion, I am adamant that these fantastic improvements would not have been possible if any of the solutions were devised by just a few key decision makers within our business – and that is why it is vital for businesses to put their trust in their workforces. By bringing together different people from various departments, by clearing their schedules and giving them the time to immerse themselves, by encouraging them to bounce off one other, and truly understand their colleagues’ strengths, were we able to maximise results.