Remote Order Substitution Feedback Mechanism

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Solution Overview

Problem

Current systems for remote ordering of goods fail to effectively handle situations where items in a customer's order are unavailable, often resulting in substitutes that may not meet the customer's needs or preferences, such as dietary restrictions or allergies.

Innovation Solution

A system that allows customers to place orders online or remotely, with an assembler device at a facility that can view the customer's order and establish a list of substitute goods if an item is unavailable, enabling the customer to choose an alternative or allowing the assembler to make a selection if the customer does not respond within a predetermined time.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Ease of operation

If the assembler is allowed to pick a substitute good without customer input, then the order fulfillment process is faster and easier, but the substitute may not meet the customer's needs or preferences

Engineering Contradiction:

Improveorder fulfillment processVSAvoidcustomer satisfaction with substitute

Core Design Contradiction:

Ease of operationVSReliability

Solution Approach 1:

The system implements a feedback mechanism where the assembler creates a list of potential substitutes and communicates this list to the customer. The customer then provides feedback by selecting their preferred substitute or indicating unacceptable options. This feedback loop ensures that the final substitute choice meets customer needs while maintaining operational efficiency.

Inventive Principle:

Principle #23Feedback

Solution Approach 2:

The system allows dynamic adjustment of the order fulfillment process based on customer input. The assembler can adapt the substitute selection by receiving real-time feedback from the customer, modifying the original plan to accommodate customer preferences while still working toward timely fulfillment.

Inventive Principle:

Principle #15Dynamics

2Reliability

If the system provides a list of substitute goods to the customer for selection, then customer preferences are better met, but the order fulfillment time increases

Engineering Contradiction:

Improvecustomer satisfaction with substituteVSAvoidorder fulfillment time

Core Design Contradiction:

ReliabilityVSLoss of time

Solution Approach 1:

The assembler performs preliminary action by pre-creating a list of potential substitute goods before contacting the customer. This pre-prepared list reduces the time needed for the interaction, as the customer receives specific, relevant options rather than having to consider all possible substitutes from scratch.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The customer performs self-service by independently reviewing the substitute list and making their own selection based on their preferences. This self-service approach eliminates the need for back-and-forth communication or assembler intervention in the selection process, reducing overall fulfillment time while ensuring customer satisfaction.

Inventive Principle:

Principle #25Self-service

3Adaptability or versatility

If the assembler must wait for customer response before finalizing the substitute, then the customer has control over the selection, but the order fulfillment process becomes more complex

Engineering Contradiction:

Improvecustomer control over selectionVSAvoidorder fulfillment process

Core Design Contradiction:

Adaptability or versatilityVSDevice complexity

Solution Approach 1:

The system segments the order fulfillment process into distinct phases: (1) assembler identifies unavailable items and creates substitute list, (2) system communicates list to customer, (3) customer makes selection, and (4) assembler finalizes order. This segmentation simplifies the overall process by breaking down the complex interaction into manageable steps with clear responsibilities.

Inventive Principle:

Principle #1Segmentation

Solution Approach 2:

The system acts as an intermediary between the assembler and the customer. It automatically manages the communication, presents the substitute list, and tracks the customer's selection, thereby simplifying the process for both parties while maintaining customer control over the final decision.

Inventive Principle:

Principle #24Intermediary (Mediator)

Data Source

PatentUS10445816B2System, method, and non-transitory computer-readable storage media for allowing a customer to place orders remotely and for the order assembler to communicate directly with the customer

Publication Date: 2019.10.15 WALMART APOLLO LLC

AI summary

Techniques for allowing a customer to order goods on-line or remotely and to pick-up the goods at a desired location or store are disclosed. The techniques include receiving a customer order. The customer order includes at least one good. The techniques further include establishing a list of alternative goods if one or more of the goods in the customer order are unavailable and allowing the customer to choose one of the alternative goods as a substitute good and establishing a revised customer order.