IKEA implemented a new process for customers to pull their own inventory which has been in effect for over a year. The process change aimed to improve customer retention. The report analyzes activity, performance, and problems with the new process. It found that the process has empowered employees and customers, improved the customer experience, and led to more efficient activities. However, challenges include software variables, employee training, and process evolution over time. Overall, the new process has benefited IKEA and its customers.