The Impact of Wireless Technology on Order Selection Audits at an Auto Parts Distribution Center

Abstract

Audits of store order pallets or totes performed by auditors at five distribution centers (two experimental and three comparison distribution centers) were used to check for picking accuracy prior to being loaded onto a truck for store delivery. Replacing the paper audits with wireless handheld computers that included immediate auditory and visual feedback was instrumental in increasing the number of audits by nearly 89% without incurring overtime hours for the auditors. Increasing the number of audits meant that more orders were checked for accuracy within an 8-hr shift. The errors and inefficiencies noted with paper audits were eliminated immediately at implementation. The role of the organizational behavior management (OBM) practitioner in designing work procedure changes using technical solutions to accelerate key operational processes was examined.