About the case

The warehouse manages various product ranges that are normally sold in a leading pharmacy chains such as Watsons or Guardian Pharmacy. The range of products managed in this ambient warehouse include beauty, health, pharmaceuticals, vitamins, supplements, health care and limited range of household cleaning. There are three main types of storage in the warehouse - item, case/carton and pallet loads.

Generally, goods are received and placed in the Receiving area to determine the next stage/process e.g. for quality control, crossdocking, returns or to be stored. Orders are sorted and placed in the Dispatch area while they 'wait' to be loaded into delivery trucks.

There are various types of storage systems used in this warehouse because stock/inventory are packed in cases or cartons, and full pallet loads.

There are three types of materials handling equipment used in this warehouse - pallet jacks, powered pallet jacks and counterbalance forklift trucks.

QUESTION:

Your Chief Operating Officer suspects the cause of the poor performance is caused by the warehouse operational team. He asks you to explain to them what areas to measure and why measure warehouse performance.