We built a platform that
allows local craftsmen and artisans to sell their products globally. It took us
six months and over $350K to complete the work. We knew it could handle over 40
transactions per hour and this could be doubled with some added capacity at
some additional cost.
The platform was featured
in India Today magazine and all of a sudden orders started pouring in. Sales
soared and on a good day, we’d have 20 orders per hour, so there was excess
capacity on the platform.
Last week we started to
get consumer complaints. Orders were late or not fulfilled. They received the
wrong product or color or it was broken when it arrived.
The biggest problem was
stock outs. The craftsmen didn’t know how to update their available stock
accurately. If they sold something, it stayed up on the website. New products
didn’t make it on the site. Clothing sizes were off.
At a review meeting, one team
member said, “We spent all our time and resources on the technology and no time
on organization and training. No wonder we’re in such a mess.”