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Composite Score (Lower Is Better) Final Rank

This document compares four store fulfillment channels - in store without IoT, in store with IoT, IoT pick-up, and IoT delivery - across 11 metrics including turn around time, missed orders, and inventory management. It assigns positive or negative scores to each metric for each channel and sums the scores to get a composite score, with lower scores being better. Based on the scores, the analysis ranks "in store with IoT" as the best option as it preserves the shopping experience while eliminating pain points of in-store shopping, allowing stores to better control the customer experience.

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AnushkaSinha
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41 views2 pages

Composite Score (Lower Is Better) Final Rank

This document compares four store fulfillment channels - in store without IoT, in store with IoT, IoT pick-up, and IoT delivery - across 11 metrics including turn around time, missed orders, and inventory management. It assigns positive or negative scores to each metric for each channel and sums the scores to get a composite score, with lower scores being better. Based on the scores, the analysis ranks "in store with IoT" as the best option as it preserves the shopping experience while eliminating pain points of in-store shopping, allowing stores to better control the customer experience.

Uploaded by

AnushkaSinha
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Channel

In Store Without IoT


Metrics In Store with IoT IoT IoT Pick-Up Delivery
Turn Around Time (TAT) -4 -3 -1 -2
Missed Orders -4 -3 -2 -1
Delivery Time -4 -3 -2 -1
Inventory Management 1 4 2.5 2.5
Wait Time -4 -3 -2 -1
Slow/Fast Process 1 4 3 2
Scope for Ambiguity 1 4 2 3
Returns -4 -2.5 -2.5 -1
Efficiency of Incident
Management 1 4 2 3
Efficiency of Store
maintenance 1 2 3 4
Overall experience 1 3 2 4

Composite Score (Lower is


better) -14 6.5 5 12.5
Final Rank 1 3 2 4

Explaining the Model:


We tried to devise a simple model to arrive at the best alternative. Positive Metrics have a negative
score associated with them. By this logic, a lower score is better.
As per our understanding, a fair way to analyse trade-offs in the implementation of IoT would be to
assess its impact on the Customer Touchpoints. For example, for Returns above, The hassle in
making returns would be lowest in a ‘In Store with IoT’ setting, whereas it would be highest in IoT
enabled Home Delivery.

We decided on the following metrics to compare among the four store fulfilment options mentioned
above. Based on our assessment , we have found that the ‘In Store with IOT’ option stands out as it
preserves shopping experience whilst eliminating pain-points associated with in-store shopping.
Moreover, the ‘in-store’ option allows stores to control customer experience better and build more
emotional connections.

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