Healthcare & Lifesciences · HLS-05
Building an Agile Fulfilment Model for a B2C Online Pharmacy
Business challenge
A growing B2C online pharmacy was facing increasing complexity across procurement, inventory control, warehouse operations and order fulfilment, where delays, stock mismatches and manual interventions directly led to cancellations, delivery failures and poor customer experience.
What we did
Redesigned the procure-to-receipt process, covering PO creation and approval, supplier rules, GRN, exception handling and structured three-way matching between the PO, invoice and physical receipt.
Strengthened inventory controls through improved put-away practices, stock reconciliation and defined treatment of shortages, excess receipts and rejected materials.
Optimised the eCommerce-to-ERP order flow and standardised processes for cancellations, returns, credit notes and inventory adjustments.
Redesigned picking, packing and dispatch processes to improve fulfilment accuracy and speed.
Established structured workflows for courier tracking, delivery exceptions, returns to origin and closure ownership.
Redesigned the warehouse layout around a linear, unidirectional material flow, supported by improved crates, drug trolleys and labelling solutions.
Introduced scientific inventory planning using RFM analysis, reorder-point thresholds and procurement lead times.
Designed operational KPI dashboards and established a performance-monitoring system.
