Online shopping has existed since the 1990s when Amazon and eBay revolutionized how consumers plan their purchases. In the 2000s, things picked up steam, with many other e-commerce platforms joining the race.
Today, one can buy almost everything online – from consumer electronics to business supplies and garden tools. However, we are no longer content with the convenience of e-shopping. We also want our products delivered fast.
The COVID-19 pandemic contributed to the present popularity of e-commerce. Statista notes that in 2020, around 35% of people in the Asia Pacific bought goods online thrice a month before the coronavirus. However, many reported shopping online 2-3 times a week after the pandemic.
Major e-commerce companies like Amazon or Walmart now offer expedited delivery. Based on the time of ordering, consumers can receive their order within a few hours or the next day. In 2024, CNBC reported that almost 60% of Amazon Prime orders in several US cities arrived the same day or the day after.
How do these companies manage such hyper-fast fulfillment in a competitive market? Technological advancements aside, much of this comes down to the speed and efficiency of the warehouse workers.
Unfortunately, modern-day shopping habits may endanger personnel, whose health and safety get compromised trying to fulfill orders at breakneck speeds.
Avoiding Injuries in Last-Mile Delivery Workers
Recently, the USA’s Government Accountability Office expressed concern over increasing injuries among last-mile delivery workers for e-tailers. They face the brunt of rapidly delivering goods to consumers from distribution centers.
The resulting overexertion is leading to musculoskeletal conditions like back pain and tendonitis. Some workers also face slips, falls, and accidents from forklifts or boxes.
While it seems unlikely that consumer shopping habits will change, e-commerce players must take responsibility for this crucial component of the supply chain. For example, consulting with OSHA safety consultants can identify pain points and ergonomic hazards. They can conduct thorough job site inspections and provide customized safety training to the personnel.
OSHA Staff Safe reiterates that organizations should prioritize local mechanical, electrical, or plumbing expertise during safety inspections. For example, many workers have recently faced injuries in trench collapses in Boston and other parts of New England.
NPR reports that some cases would have been avoidable if the companies had heeded OSHA safety guidelines. E-commerce firms can also benefit from professional advice from experts who understand the local industrial environment.
Humanizing Management for App-Delivery Personnel
After the pandemic compelled us to stay confined to our homes, more of us adapted to having things delivered to our doorstep. It may have started as unavoidable, but many have grown accustomed to doorstep convenience for groceries and meals. Unfortunately, this dynamic has negatively affected many workers employed by these apps.
Ford Foundation laments the state of delivery personnel, who handle automated, robotic standards for delivery. Their pay and access to tips often depend on impossible standards for delivery time.
For example, the employer’s expectations may not account for harsh weather that can lead to dehydration and skin irritation. Delivery personnel may face accidents or even violence on dangerous streets.
To tackle this situation, app-based e-commerce companies must reconsider managing delivery workers through opaque algorithms. The stress of fulfilling orders on time or missing payments and bonuses can lead to injuries and poor mental health.
Initiatives like the Workers Justice Project are a step in the right direction. They advocate for human rights, like bathroom access and clearly defined payment terms. Knowing what to expect helps people perform better and feel valued instead of just being “resources” managed robotically.
Normalizing Breaks and Reconsidering Worker Surveillance
Another prime contributor to warehouse injuries and breakdowns is lacking break time. Employers like Amazon are notorious for a surveillance culture, wherein employees must scan items within a set period and avoid idle time.
In 2023, the University of Illinois conducted a revealing survey of Amazon warehouse workers. The Center for Urban Economic Development spearheaded it.
A shocking 53% of the respondents reported feeling constantly monitored, while 44% said they could not take breaks. The metrics are too many: how many tasks to complete in an hour, the time between barcode scans, and even idle time.
This constant stress to perform and an inability to wind down during the workday negatively impacts mental health. It also causes undue physical stress and raises the risk of injuries.
Companies must reassess how they manage warehouse workers, committing to their safety over blind profiteering. Over time, not heeding the health concerns of the workforce will cause reputational damages and a human resource crisis. These situations will be excruciating and may grind the supply chains to a complete halt.
Online shopping can have many advantages: You can access first-aid supplies or groceries when you’re too ill to venture outside. Consumers can explore global products while learning about different cultures and revitalizing the economy. However, it becomes a problem when e-commerce players and consumers sideline the workers who make it possible.
The stakeholder universe must uphold the warehouse workers’ health, safety, and empowerment. Policy-level changes will be essential at the regulatory level, requiring firms to work with experienced professionals to build a safe work atmosphere for everyone.
Article and permission to publish here provided by Danielle Ferguson. Originally written for Supply Chain Game Changer and published on January 17, 2025.
Cover image provided by pexels.com.