Self transportation of goods for consumers from a retail store: A Pilot study

Abstract

The Last-mile delivery is seen as an emerging attention due to the increased focus on e-commerce and Omni-channel retailing. Due to these and since it involves end consumers, organizations look for innovative solutions to provide customers with a service fulfillment option. This thesis present, the evaluation, and understanding of Cardboard trolley solution for self transportation of goods by a consumer, from a retail store. In the reported and described action research study performed with the organization IKEA, it is shown that the identified solution is influenced by a lot of factors which needs to be addressed before implementing the solution into the market. The Cardboard trolley solution seems to be an innovative idea, but its functionality and durability aspects affects customer choices which in turn have a combined effect on the organization. The results from the thesis are based on the structured observation field tests performed and rest heavily on the analyzed results. The Cardboard trolley solution forms a key part of the self service option provided by the retailer and therefore consumer focused SCM is a strategic part of the business as such.

The Cardboard trolley solution is relatively new and needs proper understanding and evaluation on the ease of use and quality level. The proposed conclusion in the thesis addresses these issues and provides a detailed analysis on what aspects that needs to be looked into and also on the issues that could be improved to proceed into the next cycle of action plan.

Consumers come at the end of the supply chain, but considering their needs and requirements initially emphasize the strategic importance of consumers to the organization. This thesis empirically supports the conclusion that there needs to be better considerations and research on the material aspects of the box and corrugated board wheels to make it into a feasible solution for the end consumers.

Popular Abstract

Testing and evaluation of a self-transportation solution for consumers from a retail store
Copyright © 2020 Shebin Thomas

Globalization, rapid growth in the use of mobile technology and consumer shopping behaviors are making the organizations to adapt and align their business processes in order to be competitive in the global market. When adapting to these changes the organization faces challenges but creates opportunities for new solutions .In terms of these changing patterns, IKEA a global retailer wants to test and understand the cardboard trolley solution by having their focus on last mile delivery of goods.

The main focus of this maser thesis is to increase the understanding of the cardboard trolley solution and analyze it on how consumers can use it as a self-transportation option from a retail store. This understanding is beneficial for the organization and their supplier since it identifies the ease of use and provides information on the quality level by identifying the causes of failure.

The field tests and observation methods were used to gather data by performing 20 tests in order to support the purpose of this master thesis. The tests were performed by gluing the handle and a set of wheels to the box. When providing a customer with a self transportation solution, the material aspects, ergonomic considerations, functionality and durability aspects and uncontrollable factors are important aspects to be taken in to consideration. The field tests and observations were performed to simulate the customer behavior and to voice out the opinion after using it. The initial impressions of using the cardboard trolley was satisfactory and beyond imagination. The ergonomics aspects such as the movements when loaded and unloading were also satisfactory but with some weight restrictions. The uncontrollable factors such as climate, weight, distance and type of road surfaces adds to the complexities. The main issue was with the technical aspects with respect to the material properties of the box, quality of glue and the surface area of the applied glue, which is restricting the implementation of the cardboard trolley solution for the consumer.

The majority of current research focus is on the last mile delivery solutions and self-service technologies considering e-commerce, Omni-channel retailing, leaving the physical shopping self-transportation solutions to be less exposed. The author believes that this key understanding and evaluation of the cardboard trolley solution is vital to the organization in terms of brand image and customer satisfaction.

• author: Thomas, Shebin
• supervisor: Klas Hjort
• organization: Packaging Logistics
• course: MTTM03 20201
• year: 2020
• type: H2 - Master's Degree (Two Years)
• subject: Technology and Engineering
• keywords: Supply chain management, consumers, last-mile delivery, retail management, self-service, packaging design, packaging logistics.
• language: English
• id: 9017265
• date added to LUP: 2020-06-15 10:02:04
• date last changed: 2020-06-15 10:02:04