Publications
Publications
- April 2021
- HBS Case Collection
Buy Online, Pickup in Store: Vice President of Store Operations Supplement
By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein
Abstract
In April 2019, Sylvarella VP of Store Operations Axley Vega must review an analysis of her department’s sales data to determine the impact of the company’s Buy Online, Pickup in Store (BOPS) program. BOPS implementation created significant problems for the store operations team, including an increased workload for store associates without additional compensation, difficulties managing the fulfillment demands of the program, and declining customer satisfaction. As she prepares for a meeting with CEO Sylvia Coparella and VP of E-commerce Charla Limont, Vega must determine whether BOPS has helped or harmed her department. She must also decide whether to recommend the program continue, continue with significant changes, or discontinue.
Keywords
Operations; Service Delivery; Logistics; Infrastructure; Distribution Channels; Order Taking and Fulfillment; Analysis; Retail Industry; Apparel and Accessories Industry; United States; Canada
Citation
Moreno, Antonio, Santiago Gallino, and Amy Klopfenstein. "Buy Online, Pickup in Store: Vice President of Store Operations Supplement." Harvard Business School Supplement 621-105, April 2021.
About The Author
