April 2021
Supplement
HBS Case Collection

Buy Online, Pickup in Store: CEO Supplement

By: Antonio Moreno, Santiago Gallino and Amy Klopfenstein

Format:Print
| Language:English
| Pages:2

Abstract

In April 2019, Sylvarella CEO Sylvia Coparella must assess the impact of the company’s Buy Online, Pickup in Store (BOPS) program on her company’s overall sales. To do so, she must review analyses of both e-commerce and brick-and-mortar sales data and compare the results to the company’s sales prior to the program implementation. At the same time, she must consider the program’s impact on intangible factors within her company, including organizational culture, equitable compensation, and employee morale. Coparella must determine whether to continue the BOPS program, continue the program with significant changes, or discontinue the program and instead implement a different omnichannel retail program.

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: CEO Supplement." Harvard Business School Supplement 621-104, April 2021.