-docked to a packing area if there are orders waiting for it. This is often the case with ôTodayÆs Special Valueö items, or TSVs. Since TSVÆs are normally QVCÆs fastest-moving SKU of the day, QVC brings in a huge stock of those items in advance of the special and the TSV items either remain in their trucks within the yard until ready for fulfillment or are brought into a staging area within the facility (Maloney 2001).
With merchandise ready to move, the next vital component of QVCÆs supply chain is the integrated call centers that take the orders from customers. QVCÆs 1,400 operators can look at the customerÆs history while simultaneously viewing inventories, shipping options, and other data. Universal workstations integrate all customer contacts, whether by e-mail, live chat, or phone callsù-a capability that positions QVC for the future with an infrastructure that allows them to provide specialized services. Some inbound
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