This thesis investigates the implementation of the Click & Collect service within IKEA Gävle’s logistics operations, with a specific focus on inventory management, product availability, and inter-unit coordination. The study adopts a qualitative case study approach and is based on empirical data gathered through semi-structured interviews with logistics personnel at both IKEA Gävle and IKEA Borlänge, as well as on-site observations of the Click & Collect process in Gävle. The theoretical foundation draws upon established research in supply chain integration, strategic logistics, and customer value creation in the context of digital retail.

The findings reveal that the integration of Click & Collect has brought several operational benefits, notably greater flexibility and enhanced product accessibility, largely facilitated by the collaboration between the two IKEA locations. However, the study also uncovers a number of challenges, particularly in relation to system limitations, communication inefficiencies, and the complexity of maintaining consistency and accuracy in a distributed logistics model. Moreover, while digital tools and process changes have contributed to a more organized handling of goods, there remains a need for improved technical support to minimize errors and strengthen internal control mechanisms.

In conclusion, the Click & Collect service shows significant potential to improve logistics performance and elevate customer satisfaction. Realizing this potential, however, requires further investment in digital infrastructure, clearer internal processes, and a more structured approach to cooperation across organizational units. This study offers valuable insights into how retail organizations can refine their logistics practices to meet evolving customer expectations and optimize inventory efficiency.