Comprehensive Business Process Management Report: eBay Case Study

This report provides a comprehensive analysis of eBay's business process management (BPM). It examines the 'As Is' and 'To Be' business processes, focusing on improving efficiency and security, particularly within the payment system. The study utilizes a cause-and-effect diagram to identify constraints, such as technological integration and stakeholder considerations. The report evaluates the transition from 'As Is' to 'To Be' processes, emphasizing the importance of verification in enhancing customer trust and loyalty. Furthermore, it outlines the establishment of a governance process for BPM changes, including strategic, tactical, and operational levels, to ensure adherence to business guidelines. The report also emphasizes the importance of considering all stakeholders in technology and process changes to improve eBay's overall business performance. The conclusion suggests the implementation of the 'To Be' process, highlighting the need for improved security measures and strategic solutions for sustainable development. The report also includes a detailed reference list.

Running head: BUSINESS PROCESS MANAGEMENT
BUSINESS PROCESS MANAGEMENT

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Table of Contents
Introduction......................................................................................................................................3
Discussion on scenario....................................................................................................................3
Evaluation of whether "To-Be" can be "Should be” 300................................................................3
Establishment of governance’s process for BPM change................................................................5
Examination of business process to ensure that all stakeholders are considered in technology and
process change.................................................................................................................................7
Conclusion.......................................................................................................................................8
Reference list...................................................................................................................................9

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Introduction
Business process management (BPM) can be defined as a set of activities and tasks that help in
accomplishing business goal within a limited timeframe. The purpose of this report is to examine
"As Is" and "To Be" business process of eBay so that its performance can be enhanced. The
study sheds light on the governance process for BPM change so that associate stakeholders are
considered in both technology and process change.
Discussion on scenario
eBay is a multibillion-dollar business with operation in more than 25 countries that manages an
online auction and shopping website. It enables companies and people to buy and sell a wide
variety of services and goods. An assumption has been made to evaluate the performance of
eBay that is inefficient payment process reduced its sales and economic performance. In this
assumption, the efficiency and reliability of current and desired process are examined for the
progressive development of an organization (Opsmgt.edublogs.org, 2019). The cause and effect
diagram or Ishikawa diagram has been used that facilitates in enhancing the business operation
of an organization positively. The major constraint of this business is a compilation of
technology with wide business operations that reduce the growth of market.
This constraint creates a barrier to consider respective stakeholders within technological change
that reduce the reliability and efficiency of business positively. In addition to this constraint, the
validation of the customer payment process is not effective and reliable to secure their personal
and professional detail of consumers. Hence, a systematic approach needs to apply within
organization business performance for sustainable development by giving better security option
to the consumer's payment process. Therefore, eBay “To Be” diagram has been formulated to
improve the current business process by implementing an integrated system that helps in
reducing the risk of failure (Lutfi, 2016).
Evaluation of whether "To-Be" can be "Should be"
A “To Be” business process can be defined as a change in business operations to achieve future
goal and aim within a limited period. In To Be process, a verification performance has been

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added into the eBay business operation that helps in providing better security facility to the
payment process. This “TO Be” process improved the feasibility of business by improving
customer satisfaction and made the payment process more secure.
Figure 1: eBay AS IS Diagram
One of the significant advantages of this process is gaining consumer‘s trust and loyalty by
verifying credit card or PayPal information and process gets further if all the details are correct.
On the contrary, this payment approach has not been implemented in the “AS IS” process that
creates a risk of failure by increasing the vulnerability of sharing consumer’s identities and

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information. This issue or problem can be triggered by adding verification option effectively
(Mavridis, & Karatza, 2017). There are ranges of benefits of implementing the "To-Be" process
within eBay business operation have been listed below are as follow:
 It improves the services of eBay from 8% to 16% by creating more value
 “To Be” process supports organization in securing personal and professional detail of
consumers vigilantly
 The productivity and efficiency of eBay gets increased by compliance with associate
stakeholders within an organization
The identified advantage implies that To Be process needs to convert into Should Be business
process for eBay that eventually upsurges the reliability and feasibility of an organization
systematically. In 2014, the complaints about payment issues due to a glitch in system that
brought a loss of 2 billion dollars (Ebay.co.uk, 2019). This "To Be" process facilitates in
upgrading the current system by compliance with innovative and new technologies for
sustainable development (Kochura et al. 2017). Therefore, this process needs to implement
within wide business operation vigilantly by implementing an integrating system that facilitates
in verifying confidential detail of consumers during the payment process.
Establishment of governance’s process for BPM change
The governance process for Business Process Management (BPM) is defined as a process of
consolidates the process management initiative within business guideline and standard. It is
essential to implement the governances process within eBay business process to assure that
payment process within an organization can be strengthening wisely. The significant advantage
of the governance process for BPM change is the establishment of business rule and guidelines
within an organization that eventually reduce the risk of failure (Song et al. 2018). There are
some more initiatives of the governance process, which have been highlighted below:
 It helps in establishing a firm value chain for To Be business process
 It defined the objectives and aims of an organization clearly to improve the reliability of
business positively (Papadopoulos et al. 2016).
 Development of firm structure and levels within an organization for progressive growth

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 Identification of specific role and regulations of all associate members within the
business more clearly
Figure 2: eBay "To Be" Diagram
This initiative of governance process support organization in achieving its goals and objectives
within a limited time frame under strict business guidelines and objectives. In regards to the "To
Be” process, the governance process is necessary to implement that improve the efficiency of the
validation process by the establishment of proper guideline and rules (Rajan,& Vijayprasath,
2015). The feasibility and reliability of business can be understood through the performance

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evaluation of eBay by implementing this governance process, which has been illustrated below
are as follow:
Strategic level: committee
procedure
Tactical level: office
process
Operational level
The tasks or activities can be
prioritized through the proper
utilization of resources that
upsurge the sales performance of
eBay from 25% to 35%. It also
helps in defining the role and
responsibility of associate
employees.
Proper tools and techniques
can be implemented to
commence any tasks or
activities to assure that
maximum positive result can
be enhanced gradually (Gao
et al. 2018).
It enforced the manager to
track the performance of
respective team members
that reduce the risk of
failure and improve the
efficiency of business
operations.
Table 1: Performance analysis of eBay after its implementation
Examination of business process to ensure that all stakeholders are considered in
technology and process change
The business performance of eBay is requisite to enhance through innovative technologies
within vast business options. The current issue in business is lack of flexibility in payment
options that reduce the economic and sale performance of the company. One of the best ways to
improve existing business operation is an improvement in payment option that enables users in
purchasing particular products in just a few clicks that includes credit card, debit card and cash
on delivery (COD). Apart from this, a strategic solution needs to develop by compliances with
innovative technologies and respective departments of an organization that increase its
sustainability and reliability (Naim et al. 2015). As per the survey, it has been found that about
64% of top e-commerce websites allow anonymous guest checkout. Similarly, open site visitors
are needed to implement so that sales performance can be enhanced gradually. This approach
helps in improving the feasibility of services that eventually reflection customer satisfaction
positively.

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In addition, it is essential to align the business operation with new technologies especially related
to security that help in safeguard consumers’ personal and confidential detail of consumers for
progressive and sustainable growth (Rehman et al. 2017). A firm security assurance signals are
needed to implement so that personal and confidential detail of consumer can be protected. The
identified ways may support EBay in improving their current issues to strengthen future goals
and aims vigilantly,
Conclusion
The report implies that developed assumption is correct about eBay and needs to implement the
"To Be" business process that emphasis on consumers' personal and confidential details. Cause
and effect diagram has been used o to analysis the performance of eBay so that a better strategic
solution can be developed for sustainable development of the company. Based on critical review
of eBay performance, some methods or techniques have been suggested to eliminate the current
issues in a better way.

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Reference list
Ebay.co.uk (2019), Home, Retrieved from: https://www.ebay.co.uk/ [Retrieved on 30 July 2019]
Gao, R., Jiang, Z. M., Barna, C., & Litoiu, M. (2016, April). A framework to evaluate the
effectiveness of different load testing analysis techniques. In 2016 IEEE international
conference on software testing, verification and validation (ICST) (pp. 22-32). IEEE.
Retrieved from: http://www.cse.yorku.ca/~zmjiang/publications/icst2016_gao.pdf
[Retrieved on 30 July 2019]
Kochura, Y., Stirenko, S., Alienin, O., Novotarskiy, M., & Gordienko, Y. (2017, September).
Performance analysis of open source machine learning frameworks for various
parameters in single-threaded and multi-threaded modes. In Conference on Computer
Science and Information Technologies (pp. 243-256). Springer, Cham. Retrieved from:
https://arxiv.org/pdf/1708.08670 [Retrieved on 30 July 2019]
Lutfi, A. M. (2016). A quick analysis in relation to the electronic commerce of performance-and
image-enhancing drugs based on the infrastructure of the world wide web. Asian Journal
of Medical Sciences, 7(4), 88-93. Retrieved from:
https://www.nepjol.info/index.php/AJMS/article/download/13977/12054 [Retrieved on
30 July 2019]
Mavridis, I., & Karatza, H. (2017). Performance evaluation of cloud-based log file analysis with
Apache Hadoop and Apache Spark. Journal of Systems and Software, 125, 133-151.
Retrieved from:
https://son.ir/wp-content/uploads/2018/12/ddea0e3ba017b583ae124d2557b20957-
compressed.pdf [Retrieved on 30 July 2019]
Naim, I., Tanveer, M. I., Gildea, D., & Hoque, M. E. (2016). Automated analysis and prediction
of job interview performance. IEEE Transactions on Affective Computing, 9(2), 191-204.
Retrieved from: https://arxiv.org/pdf/1504.03425 [Retrieved on 30 July 2019]

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Opsmgt.edublogs.org (2019), EBay Performance Analysis, Retrieved from:
https://opsmgt.edublogs.org/2014/11/11/ebay-makes-a-comeback/ [Retrieved on 30 July
2019]
Papadopoulos, A. V., Klein, C., Maggio, M., Dürango, J., Dellkrantz, M., Hernández-Rodriguez,
F., ... & Årzén, K. E. (2016). Control-based load-balancing techniques: Analysis and
performance evaluation via a randomized optimization approach. Control Engineering
Practice, 52, 24-34. Retrieved from:
http://www.diva-portal.org/smash/get/diva2:920654/FULLTEXT02 [Retrieved on 30
July 2019]
Rajan, S. P., & Vijayprasath, S. (2015). Performance Analysis on Web based traffic control for
DDoS attacks. International Journal of Engineering Research and General Sciences,
ISSN, 2091-2730. Retrieved from: http://pnrsolution.org/Datacenter/Vol3/Issue1/63.pdf
[Retrieved on 30 July 2019]
Rehman, M. F., Dumon, O. G., & McDonald, R. (2017). U.S. Patent No. 9,846,898. Washington,
DC: U.S. Patent and Trademark Office. Retrieved from:
https://patentimages.storage.googleapis.com/72/3a/47/a32364be6c04ba/US9846898.pdf
[Retrieved on 30 July 2019]
Song, P., Zheng, C., Zhang, C., & Yu, X. (2018). Data analytics and firm performance: An
empirical study in an online B2C platform. Information & Management, 55(5), 633-642.
Retrieved from: http://iranarze.ir/wp-content/uploads/2018/09/E9381-IranArze.pdf
[Retrieved on 30 July 2019]