Analyzing and Improving Carousell's Sales Process Management

This report provides a comprehensive analysis of Carousell's sales process, a Singapore-based e-commerce platform. It begins with an introduction to Business Process Management (BPM) and its application, followed by an overview of Carousell's business model and sales operations. The report then details the 'as-is' process, illustrated with a flowchart, and identifies key issues, primarily focusing on communication inefficiencies and human intervention in various stages. Recommendations for improvement include implementing a centralized system to connect departments, enhance customer service, and streamline warehouse and delivery management. Challenges such as employee resistance and system integration are acknowledged, along with opportunities for increased sales and operational efficiency. The report concludes by emphasizing the need for Carousell to prioritize customer satisfaction and address the identified process deficiencies through the proposed solutions. The report also includes BPMN diagrams to demonstrate current processes and proposed improvements.

Running head: BUSINESS PROCESS MANAGEMENT MODELING
Business Process Management Modeling
Name of the Student
Name of the Organization

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Table of Contents
1. Introduction:................................................................................................................................2
2. Background about the Organization:...........................................................................................2
3. Background about the Process:....................................................................................................3
4. As-Is Process:..............................................................................................................................4
5. Issues with the Process:...............................................................................................................4
6. Recommendations for Improvement:..........................................................................................5
7. Challenges:..................................................................................................................................7
8. Opportunities:..............................................................................................................................7
7. Concussion:..................................................................................................................................7
Bibliography:...................................................................................................................................9

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1. Introduction:
The business process management can be considered as the technique of enhancing the
workflow of an enterprise efficient and effective. Moreover, the workflow of an enterprise
becomes extremely scalable after using the business process management. The business process
management notation allows the enterprises to model the current and proposed business
processes into diagrams. The business process diagram of current workflow allows the
enterprises to identify the gaps in the current environment and evaluate the possible solutions.
The report is created based on the current processes of an enterprise named Carousell.
The organization is located in Singapore. The report concentrate on the sales process of
Carousell. The demonstration is done through text and BPMN diagrams. After analyzing the
current processes, the problems in the process has been described in details. Moreover, the
recommendations for improving the process, challenges to implement the recommended
alternatives and benefits from those changes has been discussed in detail.
2. Background about the Organization:
The chosen enterprise, Carousell, is a Singapore based organization. The organization
provide service to the consumers by selling new and second hand products. The organization
follows both the B2C and C2C e-commerce model. This is because, the organization sells
products from their warehouse that have been collected from the manufacturers directly.
Carousell also allow customers to be registered as sellers who sell second hand product and new
products. The service is provided through mobile applications and websites.

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3. Background about the Process:
The enterprise has two types of services for the customers. The new user will have to
register as a customer who can shop from Carousell. The customer can also sell products through
Carousell. In order to do that the customer have to register as seller. This way a seller can also
buy products from Carousell e-commerce system. The sales process of the organization is
depended on the system entirely. Carousell does not have any physical shop form where products
can be bought. The service of warehouse has a major importance in the organization.
As soon as the customer makes a purchase through the system, the system sends the data
to the warehouse. If the product is sold by Carousell then staff prepare for delivery. If a seller is
selling that product then Carousell warehouse will inform that seller that a product has been
booked. In either cases, the organization does not have any idea on whether the item is available
in the warehouse or not. If Carousell warehouse store those products then warehouse staff will
check in the inventory otherwise they have wait until the seller responds. Once the seller informs
that the product is available then the seller sends the product to the Carousell warehouse from
where the product will be sent to customer.
The customer also contacts the organization representatives or customer support center to
enquire about the delivery status. The staff in customer support center will note down the
customer query and inquire about it in the warehouse. Once the query is resolved, they contact
the customer and inform them about the product delivery status. The customer also requests to
cancel an order. The customer representatives then contact the warehouse to cancel the order.
The warehouse also rejects the order if the product is not available in the inventory. In some
cases they wait for few days for product delivery from manufacturers. That wait is only for seven
days. The warehouse also wait for seven days for seller to ship the delivery.

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4. As-Is Process:
Figure 1: Process Flowchart of Current Processes in Carousell
(Source: Created by Author)
5. Issues with the Process:
The initial and main issues with the current process is the communication. In order to run
an organization with such a huge service must have proper end-to-end communication. Each of
the communication is done verbally between the staff of the organization. This takes a lot of time
because one staff will go to other department to gather the required data and then come to his
working space for analyzing the data to create information. This is also reducing the work
efficiency in the organization as the staff have to waste their time to communicate with other

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department staff for every query. The staff waste a lot of time and could not fully concentrate on
their core work.
Another issue with the current process of Carousell is the human intervention in every
work. The organization depends on its staff to complete every single processes from start to end.
The data are stored in the excel files and management manually processes those data to produce
business related crucial information and knowledge. All the decisions made in the organization is
based on the analysis made by the management. Each of the department have different excel
copy of same process which often does not match. To resolve this issue, the management have to
communicate with each other and find the issues manually.
The customers of the organization are often angry on the customer service center because
they cannot provide accurate information on anything. The staff have to contact other
departments and resolve the issue. This takes a lot of time, even days. At the time the customer
will get the answer of their query, the status of the delivery will be changed. The customers
demand fast and reliable answers from the representative staff, which they can never get because
of communication issues. The organization cannot trace the status once the order is out for
delivery. As the order can be shipped from one state to another, a lot of time is required to
deliver a product. If the order leaves the warehouse then warehouse have to contact the delivery
service provider to gather data about the progress of delivery. The delivery service providers
often provide inaccurate information which results in low customer service.
6. Recommendations for Improvement:
The first recommendation is implementing a system that can connect all the departments.
Carousell needs to sync the processes done in each department into a central system. This system

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will track and control the progress of each task and store the progress in the database. This way
the organization will be able to store all the business process related data into one location. The
system will also have a chat box so that each department can freely communicate each other. The
staff in customer representative department will enter the query of the customer into the system
so that system can track what type of service the customer is required. Then the staff will open
the section which can possibly have the answer to the query. Then the staff will look for that
answer and inform the customer about the outcome. Often the staff cannot understand what the
answer will be. In that cases, they can transfer the work to other customer query associated
department. The assistant manager of that department will resolve that query.
The customer can write down their query into the product page. The customer
representative will get notifications about the query and gather data to give a feedback. The
customer will also get a notification about the query answer in their mail. This will hugely boos
the customer satisfaction.
The system will have a warehouse management subsystem. For each product enters into
or gets out of the warehouse, the staff will update the data in the system. This way the system
will always have idea about how many products are available in the system. The system will
share a UI with the sellers so that they can share their data with the system.
In order to track the delivery of product a delivery management system will be
implemented. This will track from packing the order to location of the delivery person once the
order is dispatched.

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7. Challenges:
The primary challenge for implementing the recommended solutions. The first issue will
be resistance from the employee. The organization have to make the staff understand how
important the change is. Another challenge is integrating all the subsystems into one system so
that every section of the business can be monitored and synced properly.
8. Opportunities:
The main opportunity is boost in sales. As the customer satisfaction level will increase
significantly, the organization will be able to concentrate on promotions and achieve better sales.
The efficient and effective internal process. The system will handle all the back-office work. The
human intervention will be reduced to only necessary situations. This will allow the staff to
concentrate on their core works more.
7. Concussion:
The above study concludes that the organization does not consider the consumer
satisfaction as the most valuable aspect of the organization. The issues that have been recognized
are extreme ones. Two of the issues are included with the shopper administration and the other
one is identified with the association procedure. The association must expel those issue from
inside it. Best on the proposal gave in the investigation, the issues can be emphatically expelled
from inside. The To-Be process has given the confirmation that the framework can wipe out the
issues totally. There are more issues in the business task. For example, the association does
exclude different divisions in the business handling. It has been appeared for the simple of

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comprehension. In spite of the fact that it isn't basic, the exactness of the plan could have been
improved.

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