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Lee, Hau L., Whang, Seungjin, "Winning the last mile of e-commerce", Sloan Management Review, Vol. 42, No. 4, Summer 2001, pp. 54-62.



Which e-businesses will prevail? New research on e-fulfillment may hold the key. After all, getting a customer's online order is not enough: E-businesses also must show that they can deliver products quickly and efficiently. The 2 core concepts for improving e-fulfillment efficiency are making more use of information flows instead of physical product flows and capitalizing on existing pipelines and infrastructures. Pointing out ways that companies are extending e-fulfillment value beyond cost containment, this paper also demonstrates how secondary opportunities are taking companies beyond the last mile.