Collaborative Design Creating a holistic customer service experience
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www.edits-inc.com Creating holistic customer experiences
About Edits Inc.
We help our clients elevate their in-store customer
experience by improving the speed, efficiency and
effectiveness of their customer interactions.
How do we do it?
By coming up with customer-centric operational workflows
which can be incorporate into the interior design
www.edits-inc.com Creating holistic customer experiences
Our media mentions
Channel NewsAsia
The Straits
Times
My Paper
The New Paper AsiaOne
RazorTV
Click on the links to find out more
Muji’s 11th
Anniversary
Simply Her
www.edits-inc.com Creating holistic customer experiences
What we do
● Workflow analysis and design
● Traffic flow analysis and design
● Inventory location planning, for
● Operation equipment and consumables
(e.g. computers, forms, stationery, cutlery, etc.)
● Sales inventory
(e.g. clothing, shoes, cooking ingredients etc.)
www.edits-inc.com Creating holistic customer experiences
Our goal
To create an environment that facilitates fast, efficient and
effective operational delivery
Fast • Minimal waiting time
Efficient • Minimum amount of resources needed
• Maximum staff productivity
Effective • Delightful service experience that customers will
talk about, remember and share
www.edits-inc.com Creating holistic customer experiences
The purpose
Creating spaces that make customer experiences and
interaction feel
Customer-centric Calm Stress-free
www.edits-inc.com Creating holistic customer experiences
Where we add value
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Retail stores, cafes Customer service centers
Travel agencies
Multi-functional offices Spas, clinics
www.edits-inc.com Creating holistic customer experiences
Where we add value
Retail stores, restaurants and
cafes
• Store room racking design
• Store room inventory location planning
• Service area traffic flow design
• Order process design
Spas, clinics
• Operational inventory location planning
• Traffic flow design
• Service workflow design
Customer service centers
Travel agencies
• Workflow design
• Traffic flow design
• Service workflow design
• Store room racking design
• Store room inventory location planning
Multi-functional offices
• Traffic flow design
• Workflow design
• Storage location planning
www.edits-inc.com Creating holistic customer experiences 8
It makes a difference, between
this…
…and this
www.edits-inc.com Creating holistic customer experiences
Our process
1. Site survey • Current workflow and inventory overview
• Proposal submission
2. Plan
• Operating workflow interview
• Time and motion study
• Inventory survey and analysis
3. Recommend • Propose optimal workflow/ traffic flow
• Proposal optimal inventory location plan
4. Review • Review layout plans with interior designer and
client
• Review inventory location plans
www.edits-inc.com Creating holistic customer experiences
Client engagement principles
Edits Inc.’s role in any project is that of a specialist
consultant. As such, our services is considered as part of
your service package to the client
Therefore, there is no direct engagement between Edits
Inc. and their client during the prospecting phase, except:
● During the site survey, or
● When there is specific request from the client
www.edits-inc.com Creating holistic customer experiences
Case – TCM clinic Order processing workflow design & inventory location planning
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Pick
face
Pick
face
Pick
face
Pick face +
bulk storage
Bulk
storage
Pick face & processing
station
Pick face
The exact location for each product code is determined by analyzing inventory supply and order patterns
www.edits-inc.com Creating holistic customer experiences
Case – TCM clinic Order processing workflow design
& inventory location planning
● Inventory layout diagram for shelves along the pick face
● Shelves are accessible by aisle on both sides – see previous slide
● Both frontage of shelf has storage containers for herbs – doubles storage capacity
● Shelves are customized with 150mm high legs for cleaning equipment to remove herb-dust from beneath shelves
● Requested additional horizontal panels (compared to supplier’s standard configuration) to maximize use of vertical space, after accounting for dimensions herb storage containers
● Shelf location (see previous slide) is designed for maximum cleaning efficiency
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Top
view
Front
view
www.edits-inc.com Creating holistic customer experiences
Case – foot reflexology spa Traffic flow design, workflow design
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Reception
Store
room
(towels)
Reception
Door
Door
Towels,
Water
Water
Line of sight
Line of sight
Improved productivity, because:
• Service staff travel a much shorter
distance to retrieve needed items
• Much wider line of sight from reception
desk, so service staff can be more
attentive to customers’ needs
• Staff on duty can be easily monitored
Increased security because access to
back area is only limited to staff members
Original design by ID firm in orange and red.
Revised design by Edits Inc in green
www.edits-inc.com Creating holistic customer experiences
Case – media production studio Inventory location planning
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Top view
Elevation
Equipment usage patterns
and equipment
characteristics were
analyzed to determine
optimal inventory location
www.edits-inc.com Creating holistic customer experiences 15
Case – training company Traffic flow design, workflow design, inventory location planning
Training room layout
for assembling
training packs
Site layout
Proposed modular furniture that area easily disassembled so
the small space serves dual purposes:
• To conduct training
• To assemble hundreds of training packs before training day
Ample storage space added to provide storage for large amount
of training materials
Added additional shelf panels to existing built-in cabinetry to
increase space utilization in the cupboards for training materials
Custom cabinetry
Office #1
Office #2
Entrance
Training
area
www.edits-inc.com Creating holistic customer experiences 16
Case – training company Traffic flow design, workflow design, inventory location planning
Assembly line #2
Assembly line #1
Completed packs
Storage for completed packs
for next day’s training
Two parallel assembly lines doubles efficiency of packing
operations
“Through-train” operation flow means zero traffic flow
obstructions from inventory supply to storing completed packs
Training
materials
stored in
existing
custom
cabinets
www.edits-inc.com Creating holistic customer experiences
Who are we?
● Trained industrial engineers with extensive experience in operations design
● Also specialize in ● Warehouse layout and
operations design
● Personal productivity improvement services
● Our mantra: Sustainable operational efficiency improvements to improve your bottom line
www.edits-inc.com Creating holistic customer experiences 18
Elevate your interior design
www.edits-inc.com Creating holistic customer experiences
Contact us
Haw-San Au-Yong
(San, for short)
+65 9431 8057
www.edits-inc.com
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THANK YOU
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