In today’s competitive retail market, efficiency has never been more critical, directly impacting a business’s profitability, customer experience and the ability to compete in an ever-evolving market.
Chris Tattersall, managing director of bedding brand Woolroom, has championed lean processes since joining the brand in 2008, embedding these principles across all areas of the business – from stock inventory to customer returns.
Under his leadership, the brand, best known for its premium wool bedding, has expanded into the US, and this financial year the company’s annual turnover is expected to grow to £20 million. Here, Chris discusses his approach to lean manufacturing and processes and how that’s evolved through a digital age.
The need for efficiency
From manufacturers to retailers, businesses are navigating increasingly complex national and international supply chains, growing customer expectations and the rising demand for accessibility and speed. Streamlining operations and implementing lean systems is fundamental for meeting these challenges and ultimately driving business growth.
Lean manufacturing has long been associated with processes such as reducing waste, streamlining production and optimising workflow. However, its broader principles can and should extend far beyond the factory floor. From data visibility to e-commerce platforms, almost every area of operations can be reshaped. Efficiency in retail is not just about cutting costs or speeding up production; it is about building resilience, scaling without strain and enabling teams to focus their efforts on what truly adds value with the ultimate goal of improving the customer’s experience.
From early in my career, I saw the power of lean thinking while working for a mattress manufacturer. By mapping out each step of the process and identifying where time and value were lost, we were able to reduce delivery lead time from six to eight weeks to just ten to fourteen days. These kinds of improvements demonstrate that waste isn’t only about materials. It also includes time, effort and energy – known in lean operations as muda, the Japanese word for waste.
Digital tools to drive change
Having been operating since 2008, navigating digital change and modernisation has been a central aspect of process efficiency at Woolroom. The latest step in this journey has been the introduction of Shopify earlier in August, as part of our wider goal to streamline the customer journey and modernise the brand’s digital presence. Shopify has drastically improved Woolroom’s ability to process orders efficiently, enhanced the customer experience and provided more in-depth reporting capabilities.
Similarly, our inventory planning system tool has helped us reduce the time taken to produce stock reports from two hours each day to twelve minutes. Returns reporting was once a manual task that took three to four days each month. Now, that information can be accessed within 30 to 40 seconds.
These types of efficient processes are not about reducing headcount, they’re about enabling team members to use their time where it matters – giving staff greater joy in making their human touch completely invaluable. As part of the bigger picture, it also supports a company’s ability to grow without making the business creak or need to take on additional staff.
Leveraging AI to your advantage
Modern technologies are now enabling lean operations in ways that were not feasible even just a few years ago with the emergence of AI. I believe in embracing AI, we shouldn’t be scared of it. When used responsibly, it can be a tool to enhance our work.
For example, AI can be a game-changer in e-commerce for helping visualise products in different colours and fabrics, making customers’ digital experience more personalised without the need for costly CGI.
I also believe that AI is a tool that will help UK businesses become far more efficient and able to compete on the international stage. As a business scales internationally, longer lead times and more complex logistics require more accurate forecasting, all of which AI can offer. Consumers expect clear communication, reliable delivery and timely updates, which can easily be automated to help build customer trust and loyalty. Lean principles and smart systems have proven integral for Woolroom as we’ve expanded our offering in the UK, US and Canada markets.
Lay the foundation with quality data
For any businesses looking to adopt lean practices, the key takeaway is that good data is essential. Without it, decisions can be delayed or misinformed, teams lose clarity and value is lost. Invest in your data first and ensure your website, ERP system and reporting tools can work cohesively.
Ultimately, streamlining operations in today’s digital age isn’t about cutting things down for the sake of it. It is about creating an agile, scalable and customer-focused business. You should be constantly reflecting on processes and interrogating where value can be added and where systems can carry more of the load. In a market that is always evolving, operational efficiency is no longer optional, it’s an essential mindset shift that retail businesses must adopt.
