TWI in e-commerce logistics. The TWI program in logistics is gaining momentum in the e-commerce sector, where the ability to quickly onboard new employees, standardize training, and reduce errors directly impacts customer experience. By applying TWI, organizations can shorten training time, increase productivity, and improve quality — all of which translate into faster deliveries and higher customer satisfaction.
Change has always been a natural part of organizational life, but the pace of transformation in e-commerce is unprecedented. The adoption of new technologies, constant process improvement, and the urgent need to upskill employees are pressing challenges for today’s managers. Companies that can quickly adapt and prepare their workforce for this dynamic environment will hold a competitive advantage.
The Manager’s Challenge in E-commerce
The past few years — accelerated by the COVID-19 pandemic — have significantly expanded the customer base for online shopping. This sudden surge created both opportunities and new managerial challenges. On one hand, organizations had to ensure stable recruitment and retention in a labor market marked by shortages. On the other, they faced hard skill challenges such as managing increasingly complex supply chains, including last-mile delivery and handling returns, while adhering to new health and safety standards.
eobuwie.pl: Growing in a Competitive Market
eobuwie.pl operates a distribution center in western Poland, strategically located near the German border. The company has experienced rapid growth combined with limited labor supply, prompting investment not only in automation but also in training and development programs.
The objectives were clear:
-
Shorten the time it takes for new hires to reach full productivity.
-
Reduce errors caused by inconsistent or incomplete training.
-
Increase employee retention by creating a structured and engaging onboarding process.
TWI training became the first step in building a broader competency development system at eobuwie.pl. Leaders and managers played a critical role in both implementation and sustaining results. To support their growth, the company launched dedicated leadership development initiatives such as the First Time Leader and First Time Manager programs under the “Development Academy.”
Implementation of the TWI in e-commerce logistics
The TWI journey at eobuwie.pl began in October 2020. Following the PDCA cycle, the implementation process was structured into four phases:
PLAN
-
Selection of a pilot area.
-
Application of the 5W1H method to define needs, goals, and the approach.
-
Use of a RASCI matrix to assign roles and responsibilities.
-
Introductory workshops for managers, team leaders, and HR staff.
DO
-
Workshops for trainers to develop skills in standard creation and instruction delivery.
-
Development of detailed job instructions aligned with TWI methodology.
-
Certification of trainers and roll-out of internal training based on a competency matrix.
-
Collection of effectiveness data from early sessions.
CHECK
-
Review of pilot outcomes and development of a roll-out plan.
-
Brainstorming sessions with the project team to define sustainable practices, including:
-
TWI auditing system,
-
integration with organizational management systems,
-
internal recruitment and recognition model for instructors,
-
incentive system for conducting training,
-
strategies to strengthen leader engagement.
-
ACT
-
Expansion of TWI to other areas (“roll-out”).
-
Training of new instructors through Train the Trainer programs to ensure scalability.
-
Continuous adaptation to the dynamic e-commerce environment.
Results Achieved – TWI in e-commerce logistics
Thanks to the structured TWI deployment, eobuwie.pl achieved measurable improvements:
-
Faster onboarding and reduced time-to-competence.
-
Increased employee productivity.
-
Fewer human errors during operations.
-
Lower attrition rates among new hires, particularly within the first 15 days.
The Core of the TWI in e-commerce logistics
The TWI program focuses on frontline supervisors and team leaders, equipping them with three essential skills:
-
Building strong relationships
In e-commerce, where large numbers of new employees are hired and trained in short timeframes, TWI Job Instruction (JI) is particularly critical.
TWI Job Instruction: The Four Steps
-
Prepare the learner – Reduce stress, build engagement, and set expectations.
-
Present the job – Demonstrate work in three stages: key steps, key points, and reasons.
-
Try out performance – The learner repeats the task, explaining what, how, and why, under instructor guidance.
-
Follow up – Provide supervision, set goals, assign support, and gradually reduce oversight.
Supporting Tools:
-
Job Instructions – Structured guides aligned with TWI standards, ensuring consistency across trainers.
-
Competency Matrices – Visual tools for mapping employee skills and planning targeted training.
Conclusion – TWI in e-commerce logistics
The TWI program has been known for decades across various industries, but its relevance in e-commerce logistics is now stronger than ever. Companies facing rapid growth and continuous technological change cannot afford inconsistent or ineffective training.
The case of eobuwie.pl demonstrates that structured onboarding, standard work instructions, and skilled trainers not only accelerate employee development but also reduce errors and increase retention. In a market where speed, quality, and adaptability matter most, TWI becomes a vital enabler of sustainable growth.
Training Within Industry and Lean Management Practitioner.
He is a lecturer at the WSB University in Wrocław. He is the author and co-author of several pieces of literature on the TWI program.
He is a managing partner in the LeanTrix company and a master Trainer for Europe. Additionally, he is involved in projects such as eTWI System and Lean Community
He has run projects for: Lotte Wedel, Danone, Kompania Piwowarska, eobuwie.pl, Arvato, Whirlpool, B / S / H, Geberit, RECARO, Tenneco, Sumitomo Electric, Stadler, Vesuvius Poland
Director of the Ekoenergetyka Training Center
Lean Industrial Engineer
