ISSUE TO
RESOLUTION
G R O U P 9
A M Y A B H A V I N I
E K T A S I N G H
N I T E N D R A A G A R W A L
S H A M B H A V I S H A K Y A
V I S H A L K U M A R
Y A S H K U M A R
N I D H I V E R M A
Business Process Management
Prepare for your exams
Study with the several resources on Docsity
Earn points to download
Earn points by helping other students or get them with a premium plan
Guidelines and tips
Prepare for your exams
Study with the several resources on Docsity
Earn points to download
Earn points by helping other students or get them with a premium plan
A comprehensive process mapping for the issue-to-resolution workflow in an ecommerce setting. It covers the key steps involved, including issue identification, categorization and prioritization, analysis, resolution planning, implementation, verification, and post-resolution review. The process is described from both the customer and internal team perspectives, highlighting the interactions between various stakeholders such as the ecommerce platform, customer support, finance, warehouse, logistics, and delivery partners. The document also includes a sipoc (suppliers, inputs, process, outputs, customers) diagram to provide a high-level overview of the process. This detailed process mapping can be valuable for ecommerce businesses to understand and optimize their issue resolution procedures, ensuring efficient and effective handling of customer concerns.
Typology: Schemes and Mind Maps
2023/2024
1 / 5
This page cannot be seen from the preview
Don't miss anything!
Related documents
Partial preview of the text
Download Issue-to-Resolution Process Mapping in eCommerce and more Schemes and Mind Maps Business in PDF only on Docsity!
ISSUE TO
RESOLUTION
G R O U P 9 A M Y A B H A V I N I E K T A S I N G H N I T E N D R A A G A R W A L S H A M B H A V I S H A K Y A V I S H A L K U M A R Y A S H K U M A R N I D H I V E R M A
Business Process Management
Process Mapping Activity for Issue-to-Resolution
Identify and Log the Issue
Issue Identification: Capture and log the issue with all necessary details (description, urgency, impact) in a tracking system.
Categorize and Prioritize the
Issue
Initial Triage: Categorize the issue, assess its priority and severity, and assign it to the appropriate team for resolution.
Analyze the Issue
Root Cause Analysis: Investigate the underlying cause of the issue using diagnostic tools to fully understand the problem.
Develop a Resolution Plan
Resolution Planning: Create a strategy to resolve the issue, collaborating with relevant teams, and defining the necessary steps, resources, and timelines.
Document and Communicate
Documentation and Communication: Record the entire process, share updates with stakeholders, and communicate lessons learned to prevent recurrence.
Continuous Improvement
Post-Resolution Review: Gather feedback, analyze the process, and suggest improvements to prevent similar issues in the future.
Verify and Close the Issue
Verification and Closure: Ensure the issue is resolved to the satisfaction of all parties, confirm with the reporter, and close the issue in the system.
Implement the Resolution
Implementation: Execute the resolution plan, update relevant systems or documentation, and test the solution to ensure it works effectively.
SIPOC for Issue-to-Resolution Suppliers Inputs Process Outputs Customers Customers Reported issue details (order number, description, urgency, etc.) Step 1: Issue Identification Logged issue End Customers eCommerce Platform Issue logging system Step 2: Logging, Categorize, and Prioritize Categorized and prioritized issue Internal Teams Internal Teams Issue details, prioritization information Step 3: Assigning the Task to Concerned Team Assigned task to the appropriate team Warehouse, Logistics, IT Support Internal Teams Analyzed issue, diagnosis report Step 4: Resolution Planning and Implementation Resolved issue, updated process End Customers Logistics Partners Shipping information, return/exchange instructions Step 5: Verification and Closure Verified resolution, customer confirmation End Customers Management Process improvement suggestions, feedback Step 6: Post-Resolution Review and Continuous Improvement Updated SOPs, improved processes All Stakeholders
THANK YOU!