From Godown to Warehouse Management: Transformation at eKart, An Illustrative Case Study

The growth in Ecommerce has transformed warehouse and distribution centers to mega-fulfilment centers. The focus is increasingly on innovative storage solutions, better tracking mechanisms coupled with technology and training. Companies who do not realize this have little chance of surviving (Rachid Fergati, MD Indian subcontinent, UPS). The purpose of this case is to highlight the process, people, and operations improvements undertaken by an Indian e-commerce giant with the help of the research team at the CII School of Logistics for enhanced efficiency and customer service. The researchers spent 50 days onsite (at the company’s warehouse located in Binola) observing the processes, identifying issues, providing solutions, and tracking and recording improvements as per the action research methodology (Reason, 2001). Thus, two-fold objectives were achieved: (a) improved cost efficiency and material handling processes in the warehouse and (b) knowledge building in the strategic operations management area. The case is a representative illustration of how the Indian logistics industry is moving from fragmented, unorganized, and inefficient systems to a more organized, structured sector in an ultra-competitive global space.