The Human Factor in Order Picking

by Toyota Material Handling EU on 2011-11-18

Toyota Material Handling Europe (TMHE) has been at the forefront of the order picking market since developing the industry’s first low-level order picking truck some forty years ago. The use of order picking within FMCG (Fast Moving Consumer Goods), or ‘daily goods’, such as groceries combined with the drive towards on-line shopping over the last decade has seen the requirement for trucks used in order picking increase relative to other product segments. But whilst the demand for trucks increases, the constant element in most order picking application is the human factor. That is quite simply because you need human hands to pick the goods in the most simple and effective way. For this reason TMHE has developed an Operator Respect Programmes to help companies maintain the most efficient human efficiency.

Cost analysis of most order picking operations will show that the people involved in the process represent, by far, the largest cost - and that can be as much as 90% of the total cost in triple shifts 24/7 operations. It is not surprising therefore that many companies have explored the option of automation, in order to eliminate the cost and responsibility for human labour.

At the same time, there are many factors can prohibit the logical automation. These include the continuously changing size, shape and weight of individual items in a rapidly changing consumer world, as well as the significant peaks and troughs that are experienced by most companies from season to season. Add to this the fact that the payback period for a sophisticated automated order picking can approach decades rather than years, and the providence for automation can become limited.

This is further aggravated by the fact that many companies involved with these handling processes are working as third party suppliers without the benefit of a contractual commitment that would cover such a long payback period. So, whilst the prospects of full automation are limited, it is evident that men and women will continue to be the backbone of order picking across Europe.

Truck design has continually advanced over the past forty years, resulting in order picking trucks and other warehouse machines that are carefully designed to provide an effective and ergonomic order picking experience to maximise productivity and reduce the risk of injury. However, TMHE, by working with major customers across Europe, have identified that there is an opportunity to do more when it comes to making the most of the human factor.

Operator Respect Programme
“We have learnt by talking to customers that maintaining excellent staff relations and maximum
commitment to the task is a critical issue, particularly in order picking. As a result we have developed our Operator Respect Programme, which provides some important additional tools to help our customers maximise performance and efficiency within their businesses,” explained Hugues Van Espen, Director of Marketing, TMHE.

The Operator Respect Programme includes two key elements.

Firstly, a Driver Reassurance Pack that is provided by TMHE with new order picking trucks. The pack provides material that explains to the driver the key ergonomic and safety benefits that the new truck will provide in his or her working day.

“We have for many years had a reputation for developing carefully designed trucks for maximum ergonomy and safety, of course, has always been absolutely vital. But we realise that in the high pressure world of order picking there is not always time to fully communicate these benefits to the people who are going to derive the most from them – the drivers,” continues Van Espen.

Part of the thinking behind the driver reassurance concept is that a big cost to many companies is that of recruitment and driver training in a marketplace that often involves high staff-turnover rates. The driver reassurance concept aims to help develop the most positive relationship between Toyota’s customers and their operatives, thereby helping to reduce staff turnover rates and subsequently driving down costs.

Pride in Performance
The second part of the Operator Respect Programme is a scheme called Pride in Performance. This is another process that aims to help TMHE customers to maintain the best workforce relations. “Pride in Performance is a package of materials that our customers can use within their own training programmes. It sets out the key role that staff play within logistics operations, and the impact they can have on productivity, accuracy, and reduction of accidents and errors.

“The programme helps drivers to appreciate the value of the trucks that they are driving, by comparing to the cost of cars, for example. It also includes a simple measurement system to help companies, and their operatives, to keep track of accidents and errors, in order to reduce risks, and consequently drive down costs,” explained Van Espen.

Source - Toyota Material Handling Europe