J.C. Penney Revamps Its Fulfillment Operation (672 words)

To make the process run smoothly, J.C. Penney did several key things. First, it gave each client its own street address. This eased possible problems for package delivery and shipping and for the returns process.

Next, it devoted a single picking staff to each client but cross-trained them. Then, it developed a multi-company receipt process so that fulfillment-related costs could be paid and charged correctly. And, using Optum's Demand Center Management System, it created an order schedule.