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Fulfilment OKR + RCA (% fulfilment within SLA (% shipped same day (reg for…
Fulfilment OKR + RCA
% fulfilment within SLA
% shipped same day (reg for payment verified orders before 4pm)
% shipped before 4pm (instant + same day + next day for payment verified orders before 2pm)
% order via fulfilment
Sellers
Seller product stock-out
Issues with alert systems
Alerted but did not replenish in time
reorder level too low
Inaccurate forecasting
No threshold value for specific products
Seller did not set threshold value
No alerts to seller
Alert did not reach seller
Issue with notifier
Seller did not set threshold value
Issues with warehouse operations
Slow process during inbound
Unable to identify product
No matching identifier between physical goods & ASN
Seller did not input SKU number or product code
No specification in ASN
Seller is lazy
Product does not have product code
Seller did not create code
Goods arrived without ASN
Did not know that replenishment requires ASN submission
Forgot to create ASN
Dropshipper
Mismatch data between ASN & received goods
Quantity per each goods
Stolen/missing
Seller changed mind & did not update/resend ASN
Number of Goods
Incomplete product data in ASN
Wrong variant URL
Missing product code
Seller changes mind last minute & did not update/resend ASN
Stolen/missing
Inbound rejected
Fail QC
Expiring goods (<6 months)
Defected goods
Capacity issue
No capacity planning
No system
Unable to identify product (no unique identifier)
No matching identifier between physical goods & ASN
Product does not have product code
Seller did not create code
Seller did not input SKU number or product code
No specification in ASN
Seller is lazy
Sellers unwilling to replenish
Product not selling well
Seasonal product
Complex inbound procedure
Onboard new sellers
Pool of sellers >gold reputation
Capacity admin udah full
Uninteresting features
sellers can't share SKU
Sellers are leaving fulfilment
Bad experience
Losing store reputation
Long order processing time
Cancelled orders
Failed to accept & confirm shipping
No dedicated support from Tokopedia admin
Warehouse operations
Too long to accept order
System error
Get order is inefficient
Manual logging in to each seller account
Joining flash sale is troublesome
Sellers have to set buffer stock in every warehouse
Buyers
Buyers don't repeat purchase
Few selection of products within fulfilment
Poor experience with service
Buyers don't purchase fulfilment products
Did not end up buying (CVR) - Organic
Do not feel they are receiving benefits
Benefits not seen until checkout page
Buyer did not check estimasi ongkir
Do not understand the value proposition
Vague or lacking explanation of benefits
Cant find fulfilment products (Discovery)
Don't know how/where to look for it
No instructions
Don't know it exists
No marketing of feature
Insufficient marketing
No hotlist
Insufficient products
No filter
Buyers are not experiencing reduced shipping fee
Products are not found in multiple warehouses
Sellers are not putting stocks in others warehouses
Warehouse partners are not distributing products to other locations