Improving the Order Response Process in Online Mattress Topper Retail with Lean Principles and Business Intelligence

Pornsiri Khumla; Chanatip  Naka-in; Juraporn  Jandai; Kamthorn Sarawan

Authors

Pornsiri Khumla Kalasin University, Thailand.
Chanatip Naka-in Kalasin University, Thailand.
Juraporn Jandai Kalasin University, Thailand.
Kamthorn Sarawan Kalasin University, Thailand.

Keywords:

lean principles, business intelligence, Power BI, process improvement, mattress topper retail

Abstract

Efficient order response processes and the adoption of information technology are critical for success in the competitive e-commerce market. This research analyzes the order response process of an online mattress topper store by applying Lean principles, particularly the pull strategy and the elimination of waiting waste, alongside the development of a Business Intelligence (BI) system using Power BI dashboards. The objective is to reduce non-value-added (NVA) time and improve operational efficiency. Primary data were collected through workflow analysis and time studies over 12 months. The initial process revealed a 40-minute waiting period as a major non-value-added activity, contributing to a total process time of 162 minutes. By coordinating proactive production with suppliers and leveraging sales insights from Power BI, the waiting time was eliminated, reducing the total process time to 122 minutes and increasing the Value-Added Ratio (VAR) from 40.12% to 53.28%. This study presents a novel integration of Lean methodologies with BI-powered analytics, utilizing the BI system to provide daily sales and inventory insights, enabling proactive inventory management and data-driven decision-making. The findings demonstrate that the synergistic application of Lean principles and BI-driven insights effectively streamlines order fulfillment processes, reduces lead times, and enhances agility and competitiveness in online retail operations.

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