
The coronavirus pandemic has led many retailers to close stores temporarily and millions of Americans to do nearly all their shopping online, writes The Wall Street Journal (March 25, 2020). Particularly crippled have been retailers that haven’t embraced e-commerce or sell nonessential items such as fashion. Online sales for apparel and footwear retailers plunged this month.
By contrast, online sales at general-merchandise retailers have soared, jumping 50% in one day, March 13, compared with a year ago. Giant sellers such as Amazon and Walmart have struggled to keep up with the surge in demand, and those 2 companies are among a dozen large retailers looking to hire roughly 500,000 people in coming weeks.
The reliance on e-commerce is poised to grow as efforts to stem the virus have darkened stores and limited travel. Foot traffic to U.S. stores fell 58% in March. Roughly 1/3 of U.S. households now say they have used online grocery pickup or delivery. More than 40% tried it for the first time this month (including myself today with a grocery order to Whole Foods. It arrived in perfect shape in one hour!) Some retailers, though, that appear to have well-oiled e-commerce machines have been overwhelmed by rising demand. Grocery delivery time slots are hard to find at Walmart and Amazon in many markets.
“Impulse purchases will be lost,” said an industry exec. “Walmart and Target will do well as people stock up on supplies. But fashion retailers will be hurt.” One exception: lounge wear. As more people work from home, they are stocking up on comfy clothes including sweatpants and robes! (The number of sold-out tracksuits rose 36% this year). But for now, most shoppers are staying away from stores unless they are buying groceries or other essential items.
Classroom discussion questions:
- Which of the 8 techniques for improving service productivity in Table 7.3 in your Heizer/Render/Munson text are being implemented by the on-line shopping changes?
- Table 1.2 summarizes the 10 OM decisions around which your text is based. How is each impacted by the current operations environment?













