etta + billie

When demand outpaces production capacity, what is a growing business to do? Outsource? Move to a bigger facility? Our team worked closely with a Bay Area entrepreneur to help her navigate options for expanding production while maintaining brand integrity. This case study is derived from working with our client, Etta + Billie.

Case Study Context

Businesses large and small maximize value when they tailor their operational competencies, assets, and processes to the overall business strategy. The purpose of this case study was to use the lens of operations to develop a competitive strategy for a local business.

We partnered with Etta + Billie over several months to analyze their operations system and help them address the challenges of scaling. We developed an operations plan to align key opportunities with efforts to scale capacity and hit revenue targets.

deliverable highlights

Production Analysis, Process Mapping, Competitive Analysis, Scenario Development, Operations Strategy & Implementation Plan

operations strategy for brand consistency

Challenge

“How can I scale my business without compromising quality or negatively impacting customer experience?”

Etta + Billie is a natural body care company founded and led by Alana Rivera, selling beautiful, high-quality soaps, scrubs, lotions and other goods manufactured in San Francisco.

Like many successful businesses looking for ways to meet growing demand, Etta + Billie faced constraints to scaling their operations. Maintaining the integrity of their high-quality products was key to the challenge of expanding production.

Production observation: sketching production flows in the facility

approach

We conducted extensive research and analysis to uncover opportunities to increase operational efficiency. Our approach was to experience the client’s operations formally and informally. This included visits to collaboration events alongside the client, participating in pop up retail events and in production, and conducting extensive employee interviews and production observations.

discovery

We explored how production connected with the customer shopping experience online and in stores. Were production and distribution matching up with shopping preferences? We discovered opportunities to reduce bottlenecks in the supply chain and in inventory management. Understanding how to address bottlenecks was critical before modelling ways to scale the operations system.

Competitive analysis framework: Porter’s Five Forces

scenarios and implementation planning

We developed scenarios for expanding production. Scenarios addressed interim space constraints, production optimization, how to maintain high-quality output, employee experience, and alignment with strategic planning.