I know the OP is old, but it seems it needs to be said because the issue still exists to this day, so it is obvious the process is flawed.
HD's order system and backend inventory systems are several separate systems. So picking an order involves several pieces of software. I.E., you place a buy online pay in store (BOPIS), it will automatically place the order at the store you choose whether or not the inventory system or ESS system says they are in stock. Delivery, same thing. Delivery has a delivery window, so it will allow you to place the order as well, but in fact, never order the inventory, or automatically generate a process to pull it from another store. That takes human action -- from a manager or above. If anyone involved in updating / correcting these many software systems drops the ball, the inventory is off.
Additionally, HD does receiving by weight. They don't count each item that comes out of the truck. So if the truck says it has XYZ number of things on it, and the weight on the BOL matches, they assume it's there. Unpack it and stack it.
An order puller pulls the order from the cue utilizing Order Fullfillment software on a multifunctional Android device. It has several apps which have to be used for orders. The main three are Order Fufillment (which order pickers work from), Overhead Management (used to check storage areas, and many times not accurate), SKU Depot (to look up location of a particular item, next order, availability other stores, etc.).
So an order picker is supposed to pop into an order in the order in which it was received, go and check the area(s) they are directed to by the order pulling system (OrderUp) and pull the order. That is their only job. It is not their job to get a ladder, electric lift, or a reach to grab stuff from overhead storage. However, here is what typically happens:
- Over night workers are supposed to drop pallets and replenish stock, and adjust overhead inventory using Overhead Inventory software based upon the person's list entered into the queue by teh person in charge of the isle.
- Often, both overnight either doesn't get a pull order, or they ignore it because there is no one watching them or they never received a pick order from the person(s) in charge of the isle who did not enter the order to pull.
- Order pullers often end up packing out product because someone in the above scenario dropped the ball.
- When order pickers have to pull an order, they have to go on an easter egg hung to find the appropriate equipment, personnel, etc, to do it. Meanwhile the clock is ticking.
- Order pickers are told they can do a partial pull for what may be immediately located, and work on the rest as time permits. This often extends past the two hour or delivery window. But managers don't like this. They prefer us to just cancel individual line items so the store / department doesn'get a performance ding.
- Order pickers who not lazy or pissed at the overnight workers and/or person in charge of the isle who are repeated offenders of not doing their job, will go the extra mile.
- Order pickers will check for the SKU number on boxes located immediately in the area. If they still don't find it, they are supposed to check in another piece of software for the SKU called Overhead Management.
- If they do find the skus on boxes, they can pull time, equipment, and necessary personnel permitting
- However, managers are very focused on performance numbers and encourage order pickers to simply pull what they can, call the customer and advise the line item is being cancelled as out of stock, or the order is changed to a will call if inventory is on order for a particular item in order to avoid a negative mark.
- To cancel a line item, the order picker has to go into OrderUp, cancel the line item, and when doing so are instructed to enter the reason for cancellation "Customer Satisfaction" so once again there is no ding to the store. We then have to go find the person who is in charge of that isle (or first phone for the day) tell them inventory is off, and ask them to zero it out in the ESS system, so it will finally cancel the line item in the order, and then clear the BOPIS or online order as completed and/or picked.
- IMO, this isn't right. It isn't holding anyone in the chain of the process accountable for not doing their job right. It also encourages order pickers to be lazy. There is no where in the Order Fullfillment software to enter notes, so often an order is attempting to be picked by multiple people one after another over several days unless the order picker takes the time to jump through the hoops.
This isn't even mentioning the hiccups which occur after standard store resets, or when seasonal items are moved around. If those doing the moving around do not update the software to include the new location, we can walk around the store all day trying to locate the skus 3 - 4 tiers up with no resolve. My first day order picking, we walked around for 2 hours trying locate a pallet of Air Conditioners which may or may not have made it to the store.
Sometimes, in the Order Fullfillment software, we get orders for products that have no picture, no description (only a SKU), and location are "No Home.". How do you figure out what and where that is?
