As dawn breaks over Oklahoma City, Locke Supply's central distribution center is already bustling with activity. The plumbing, electrical, and HVAC products distributor is experiencing business growth fueled by a recovering real estate market. However, this surge in orders has brought unprecedented challenges: how to fulfill orders more accurately and efficiently, delivering the right materials to over 160 stores across five states.
Company Profile
Locke Supply is a regional wholesale distributor serving plumbers, electricians, HVAC contractors, and other construction professionals and consumers with a wide range of products and services. Founded in 1955 as a single storefront, the company has grown into a major regional distributor with 160+ locations across five states.
The company specializes in providing plumbing, electrical, and HVAC products ranging from small parts and electrical components to large equipment like water heaters. Unlike manufacturers who ship full pallets or cases to major retailers, Locke Supply's core challenge lies in precise picking to ensure stores receive exactly what they need when they need it.
Operational Challenges
By late 2012, Locke Supply's distribution center faced mounting challenges as demand continued growing. Issues with order inaccuracy, lengthy new employee training, and high turnover rates became increasingly problematic.
"Our primary focus was improving picking accuracy, reducing training time, and lowering turnover," said Larry Zeller, the company's CIO. "While no single event triggered our decision to change systems, we recognized accelerating problems with order accuracy, training, and staffing."
The key challenges included:
- Low picking accuracy: Manual processes and RF terminal limitations resulted in errors, with accuracy rates hovering around 95%, impacting customer satisfaction and operational efficiency.
- Extended training periods: RF terminal operations required complex process knowledge and UI familiarity, leading to lengthy training that increased labor costs.
- High employee turnover: Cumbersome workflows and repetitive tasks drove turnover up, forcing reliance on temporary workers that exacerbated training needs and operational risks.
- Limited operational efficiency: RF terminal use required constant screen checking and button pressing, distracting workers and slowing picking speeds.
The Solution: Voice Picking Implementation
To address these challenges, Locke Supply implemented Vocollect's voice-directed picking solution, integrated with their existing warehouse management system (WMS). The system guides picking operations through verbal commands, aiming to boost accuracy, reduce training costs, and improve productivity.
The implementation process began when company executives discovered the solution at an Infor distribution software conference. The voice system's hands-free operation using wearable RF-enabled hardware—with workers receiving instructions via headset rather than handheld terminals—showed immediate promise for reducing errors and training time.
Though integration between Vocollect and TWL systems required additional setup time, the voice picking implementation was completed in under four months, going live in March 2013. Training time plummeted from three days for RF terminal operation to just three hours for voice system proficiency.
Operational Improvements
The 300,000-square-foot distribution center, stocking approximately 27,000 SKUs, saw dramatic improvements post-implementation:
- Doubled picking rates: Average picking speed increased from 110 to about 200 units per hour.
- Accuracy above 99%: Error rates dropped significantly from the previous 95% accuracy level.
- Reduced turnover: Easier system operation improved job satisfaction, decreasing reliance on temporary workers.
- Hardware benefits: Wearable devices offered better battery life and durability compared to handheld RF terminals.
"The warehouse became noticeably quieter without cross-chatter," noted Shane Bruner, an applications support analyst. "Workers focused on interacting with the voice system, maintaining good rhythm and wanting to move quickly."
Zeller emphasized that voice-directed picking removed device manipulation complexity, allowing workers to concentrate on their tasks. Store managers reported positive feedback about improved order accuracy, and the company found it could handle increased volume with fewer staff than previously required.
Conclusion
Locke Supply's successful implementation of voice picking technology demonstrates how advanced warehouse solutions can address labor challenges while improving accuracy and efficiency. The case study offers valuable insights for distributors facing similar operational pressures in an era of rising labor costs and heightened service expectations.