Session type:

Case Study

Presented by:

Lyndsay Prewer

Equal Experts

Nick Sutliffe


Session time:

06 Oct 11:15 12:00

Session duration:

45 minutes

About the session

Cyber-physical systems are increasing in prevalence and impact. These systems have physical mechanisms deeply intertwined with controlling software. Human interaction raises complexity and unpredictability even further.

Wayfair, a major European online retailer, faced these challenges when a cyber-physical system was installed at their UK fulfilment centre to process orders with peaks of +10K orders/day. When it first went live, the system had a failure rate of 17%. This was unacceptable as it required costly manual sortation to ensure customers weren’t impacted. This session will cover how chaos was controlled, by applying Lean methods such as cross-functional teams, data-based prioritisation, and observability to reduce the process failure rate from 17% to 1% in just 8 months.

Participants Takeaways: 

  • When, why and how to form cross-functional teams where IT engineers are in the minority
  • How to transform a mass of chaotic, cross-discipline problems into an iterative, incremental, improvement plan
  • How to apply software observability principles to cyber-physical systems
  • How to improve incident response in a large scale, business-critical, cyber-physical system

Themes: Software Delivery, Observability, Cyber-physical systems, IoT, Incident response, Lean, Process improvement

About the speaker(s)