Journal
JOURNAL OF RETAILING AND CONSUMER SERVICES
Volume 52, Issue -, Pages -Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2019.101889
Keywords
On-shelf availability; Continuous improvement; Action research
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Ensuring On-shelf Availability (OSA) or avoiding Out of stock events (OOS) in a store is a key factor for customer satisfaction. Likewise, logistics rationalization throughout the supply chain is a key factor for business profitability. The main aim of this paper is twofold: First, to design a participative methodology that systematically seeks to reduce OOS events, maintain a store's image and rationalize logistics processes by adopting the Action Research approach; Second, to illustrate the usefulness of this methodology, by implementing it in one of the largest retailers in Spain. The proposal selects and applies a set of specific key performance indicators (KPIs) related to shelf use by redesigning store and logistics processes in a structured, participative way.
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