Performance Assessment of a Bangladeshi E-commerce Enterprise: A Case Study

Abstract

This research has assessed the performance of a reputed Bangladeshi ecommerce enterprise as a case study to unearth the glitches in operations and supply chain of e-commerce industry. The study has three parts namely identifying and evaluating the magnitude of potential failures in relevant processes; inventory analysis; and correlating the failures with various inventory classifications. Service mapping or blueprint were created to understand the standard of operations in the enterprise. Failure Mode Effect Analysis (FMEA) tool was used to measure the magnitude of the problems and possible solutions. In addition, ABC analysis was used to classify inventory in three different categories. The analysis of data reveals that mistake in order taking and processing, warehouse mismanagement; and in-appropriate delivery are major failure points with significant impact on operations.