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1)  Explain why you picked that process.

I picked this process since Amazon transactions make up about 45% of the US e-commerce spending in 2019 ("15 Amazon statistics you need to know in 2021," 2021). With the pandemic prompting more and more people to engage in online shopping, the number of transactions are expected to continue increasing. However, it also means that there will be higher number of returns to be processed. Therefore, it is something that needs to be improved in order for the customers and the sellers to have better relationship. I personally had various instances of returning items I purchased through Amazon.

2)  Explain the steps you might take to analyze how to improve the process.

In order to improve the process, I would first create a flowchart of the entire process. I would indicate in that flowchart who are responsible for the task. Then, I would determine if there is a standard time for that task or a required completion time. If there is, I would need to determine the percentage of transactions that meet the standard or required time. I would also get a copy of the intended key results per task.

I would also conduct interviews with the representatives from each group involved in the process and document what they think can still be improved. Aside from that, I would do data mining using online forums and reviews to determine which tasks are problematic based on people with strong opinions on the matter.

I would also determine if there are systems and technologies are being used being used and how user-friendly they are.

3)  Who should be involved with you?

The return process involves the seller, the buyer, the return center, and the Amazon staff that processes the transaction. Representatives from these groups should be involved in the improvement of the process. Their tasks by each responsible party must be understood in order to determine where the bottleneck happens and which tasks can still be standardized. Getting the input of all involved parties is important in getting a clear picture of the process.

4)  What are some of the questions you should ask about the current process?

I would ask the randomly sampled buyers and sellers what often causes their frustration with the process. I would also ask which task takes up the most time. I would also ask them if the process is clear to them as confusion with the steps that need to be completed often result to waste of time and other resources.

I would ask the Amazon staff if they have a different algorithm in processing transactions rather than first in, first out. 

5)  How will you know if the process was actually improved?

One metric that can be used to check if the process has improved is the average time for a return request to be processed. It must be lower than the current average. Another way to determine if the process has improved is by getting the feedback of the customers and sellers who undergo return process and make them rate their experience. This needs to be compared to the ratings using the current process.

Reference

15 Amazon statistics you need to know in 2021. (2021, February 4). RepricerExpress. https://www.repricerexpress.com/amazon-statistics/