Glossier’s growth has been blisteringly fast: revenues grew 600% from 2015 to 2016 and the active customer count tripled in the last year. Glossier’s team is highly capable but small, with no resources dedicated solely to generating fulfillment metrics. Noted Sarah Hague, Executive Director of Logistics for Glossier, “We’ve expanded our team just to be able to deal with the sheer scale of fulfillment and manage it in a first-class way.” The team needed to get timely, reliable quality and productivity measures in order to help scale the business effectively – and to do so without adding any additional personnel.
Adding to the challenge was the need to deal with data from a range of carriers and a 3PL partner using a mostly manual process of analysis. While the company had reasonable access to data from warehouse management systems and from their carriers, “answering questions took a lot of work in Excel,” said Hague. Developing and publishing metrics for key quality and productivity measures was taking dozens of hours of the team’s time every week. In addition to being needed to guide operations, this information was critical for preventing any negative impact on customer experience.
Hague also noted that in addition to answering “what is?” questions about current operations, the company wanted to be able to answer “what if?” questions. Said Hague, “We wanted ways not only to look at what happened, but also to look at our options and where there are opportunities to drive down cost and increase efficiency.”