Research on the optimisation of order-splitting model for small and medium-sized custom furniture enterprises: an empirical analysis based on in-depth interviews

This study focuses on the models and processes of order splitting in six small and medium-sized custom furniture companies in China. Through a literature review to identify the shortcomings of existing research and in-depth interviews with six small and medium-sized custom furniture companies, this paper analyses the main pain points and optimisation paths of the order splitting process. The study found that small and medium-sized enterprises have problems with order processing, such as insufficient information technology, a lack of standardised modules, and inefficient cross-departmental collaboration. These problems, to varying degrees, have led to a poor customer experience, resulting in a negative overall reputation for the industry and a high rate of customer complaints, which in turn have affected the industry's overall development. Based on the results of qualitative and visual analysis, this paper proposes practical suggestions for improving the order splitting model. This study not only fills the theoretical gaps in the production and management of the custom furniture industry but also provides empirical evidence for improving the customer experience and operational efficiency of enterprises.