Business Process Management

Flipkart Process

Submitted by
Arun Sawaiya(18021141019)
Ganesh Mridula(18021141032)
Debarghya Das(18021141033)
Sanjay Sijui(18021141098)
 Flipkart
• Flipkart is an ecommerce company founded in 2007 with
the objective of making books easily available to anyone
who had internet access.
• They are present across various categories including
movies, music, games, mobiles, cameras, computers,
healthcare, and personal product, home appliance,
electronics and still counting
• Their success is largely due to their obsession with
provising customers a memorable online shopping
experience.
• Be it cash on delivery, a 30 day replacement policy, EMI
options, free shipping and of course great prices that they
offer.
 Flipkart Process
• Attracts users to the site
• Provide selection- make it easy to find and
discover products
• Provide details to evaluate the product –
description, specification, comparing different
product of same range
• Price well- have to be competitive
• Provide convenient payment option – COD,
Card payments, EMI options, Net Banking
• Order placed by the customer
• Order download in OMS
• Inventory allocation
• Order picking
• Order packaging and generation of labels
• Order shipment
• Shipment delivered
• Take care of returns
 Value Adding Activities
• Easy cash on delivery option
• Door to door delivery
• Provides Easy cancellation and return policy
• Its offers good quality products at a very
reasonable price
• Flipkart uses their own admiring logistic named
Ekart. It’s the one who delivers the product to the
customer.
• They offer huge range of titles (more than 7
million) which sets them apart
• Provides an option to compare the products
• After sales service
-30 day money back guarantee
-E wallet feature
• Provides EMI options
 Non Value Adding Activity
• Flipkart Search engine algorithm is lagging
• Customer accessibility
• Customer channel: Not only app, Flipkart should also
explore new channels to connect with customers.
• Flipkart's courier service does plenty of paper work.
Amazon courier service does everything paperless which
is fast and convenient.
• Flipkart's customer support and seller support is slow.
• Flipkart need to change the whist list, buy now and add
to cart to the right side
• Flipkart should also have “frequently bought together”
just like Amazon. It helps the customer to enhance
his/her purchase by adding a buy button.
• Flipkart does not allow sellers to create title of the
products. Everything is done automated which depends
of the data input. The result is not human like.
• Flipkart does not allow to do changes in its listing. A
credible product listing has to be abandoned just
because the manufacturer made changes in the products
and now you have to list a new product which is less
credible.
 Scope Of Improvement..
• Flipkart App Integration:
 Link the gap between your Flipkart Marketplace and Customer Support
Service of your Flipkart Customers. Also, furnish close attention to each
customer's query coming from your Flipkart Store and resolve their issue
in the less amount of time.
 Confirm the order related details by fetching it from the Flipkart
Marketplace on the ticket for the validation and avoid fraudulent queries.
• Try to target new markets
• Apart from peak season they should introduce more big billion days, end
of season sale etc
 Flipkart Logistics
• Flipkart uses their own admiring logistic named Ekart. It’s the one who delivers the
product to the customer. Pricing and remote delivery were the vital points which
led them to start their own logistic.
• Using this new notion they have opened multiple warehouses across the country
according to the need for that particular geography.Ekart is India's largest logistics
and supply chain company delivering shipments across 3800+ pin codes.
• Ekart is a unique opportunity for the sellers who are selling their product on
Flipkart. Now it has become the backbone of Flipkart.
Workflow at Flipkart after order placed online
• Customer > Order > Flipkart > Seller and Ekart
• Delivery Time = Process of Seller to Ekart and Ekart to Customer
• Now on Flipkart, it is mandatory for the sellers to ship the product only through
Ekart so that it could be delivered on promised time.
• When a customer places an order, Flipkart immediately sends the details about the
order to the seller and Ekart.
• Seller packs it with Flipkart packaging material and Ekart picks it up from the seller
and immediately it is sent to the customer.