Mercedes Retools its Fulfillment Operations

Charting a Course

After attending conferences and seminars on operations and fulfillment, Rizzo pulled together a team comprised of an employee from each division (e.g., customer service, dealerships, fulfillment, merchandising) to create the vendor request for proposal (RFP), which details what the company wanted from a fulfillment provider. Finally, he hired catalog consultants Muldoon & Baer to provide expertise in selecting a provider.