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Flevy Management Insights Case Study
Ecommerce Process Redesign for Retailer in North American Market


There are countless scenarios that require Business Process Design. Fortune 500 companies typically bring on global consulting firms, like McKinsey, BCG, Bain, Deloitte, and Accenture, or boutique consulting firms specializing in Business Process Design to thoroughly analyze their unique business challenges and competitive situations. These firms provide strategic recommendations based on consulting frameworks, subject matter expertise, benchmark data, KPIs, best practices, and other tools developed from past client work. We followed this management consulting approach for this case study.

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Consider this scenario: A mid-sized ecommerce retailer specializing in sustainable home goods has gained traction in the North American market.

However, the company struggles with inefficient and outdated Business Process Designs, which have led to increased operational costs and customer service issues. Facing stiff competition and a high customer acquisition cost, the retailer is in urgent need of revamping its processes to improve customer satisfaction and operational efficiency.



Given the retailer's struggle with process inefficiency, initial hypotheses might focus on outdated technology, lack of process standardization, or inadequate training and employee engagement. These areas often contribute to operational bottlenecks and could be undermining the retailer's ability to scale effectively.

Strategic Analysis and Execution Methodology

The retailer's challenges can be addressed through a comprehensive 5-phase methodology known as Business Process Reengineering (BPR). This established process can lead to significant cost reductions, improved customer service, and streamlined operations.

  1. Assessment and Benchmarking: Understanding the current state of processes and how they compare to industry best practices is crucial. This phase involves documenting existing workflows, identifying pain points, and benchmarking against competitors.
  2. Process Redesign: Leveraging the assessment findings to re-imagine business processes. This involves brainstorming sessions, applying lean methodologies, and considering digital transformation opportunities.
  3. Technology and Tools Analysis: Evaluating the technology landscape to identify tools that can automate and streamline new processes. This includes a cost-benefit analysis of different solutions.
  4. Pilot and Implementation: Rolling out redesigned processes in a controlled environment to validate improvements and adjust as necessary before full-scale implementation.
  5. Continuous Improvement: Establishing metrics for ongoing performance measurement and creating a culture of continuous process optimization.

Learn more about Digital Transformation Customer Service Performance Measurement

For effective implementation, take a look at these Business Process Design best practices:

Business Process Master List (BPML) Template (Excel workbook)
Business Process Improvement (BPI 7) (139-slide PowerPoint deck and supporting Word)
Business Process Reengineering (BPR) (157-slide PowerPoint deck and supporting PDF)
Strategic System Design Toolkit (348-slide PowerPoint deck)
Process (2) - Analysis and Design (39-slide PowerPoint deck)
View additional Business Process Design best practices

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Business Process Design Implementation Challenges & Considerations

One might question the integration of new technology with legacy systems. It is essential to ensure that new software and tools are compatible with existing infrastructure or that a transition plan is in place. Another consideration is the impact of process changes on the workforce. Effective change management techniques are necessary to ensure employee buy-in and minimize resistance. Finally, the scalability of redesigned processes must be considered to accommodate future growth.

Upon successful implementation, the retailer can expect a reduction in operational costs by up to 30%, improved customer satisfaction scores due to faster response times, and an increase in employee productivity through better resource allocation.

Implementation challenges may include resistance to change from employees used to existing workflows, the complexity of integrating new technologies, and the need for ongoing training and support.

Learn more about Change Management Customer Satisfaction

Business Process Design KPIs

KPIS are crucial throughout the implementation process. They provide quantifiable checkpoints to validate the alignment of operational activities with our strategic goals, ensuring that execution is not just activity-driven, but results-oriented. Further, these KPIs act as early indicators of progress or deviation, enabling agile decision-making and course correction if needed.


Tell me how you measure me, and I will tell you how I will behave.
     – Eliyahu M. Goldratt

  • Customer Satisfaction Index: to gauge improvements in customer service.
  • Cost Per Transaction: to measure efficiency gains in operational processes.
  • Employee Productivity Rates: to track changes in workforce efficiency.

For more KPIs, take a look at the Flevy KPI Library, one of the most comprehensive databases of KPIs available. Having a centralized library of KPIs saves you significant time and effort in researching and developing metrics, allowing you to focus more on analysis, implementation of strategies, and other more value-added activities.

Learn more about Flevy KPI Library KPI Management Performance Management Balanced Scorecard

Implementation Insights

Throughout the BPR initiative, it became evident that employee engagement was a critical factor for success. A study by McKinsey revealed that companies with highly engaged workforces are 21% more profitable. Ensuring that staff understand and are committed to the new processes is vital for achieving the desired outcomes.

Another insight pertains to technology adoption. While the temptation to implement the latest solutions can be strong, a pragmatic approach focusing on tools that directly address process pain points is more effective. This aligns with findings from Gartner, which highlight the importance of strategic technology investment over following trends.

Learn more about Employee Engagement

Business Process Design Deliverables

  • Operational Excellence Roadmap (PowerPoint)
  • Business Process Documentation (Word)
  • Technology Integration Plan (Excel)
  • Employee Training Guide (PDF)
  • Performance Dashboard (Excel)

Explore more Business Process Design deliverables

Business Process Design Best Practices

To improve the effectiveness of implementation, we can leverage best practice documents in Business Process Design. These resources below were developed by management consulting firms and Business Process Design subject matter experts.

Business Process Design Case Studies

A leading fashion retailer leveraged BPR to streamline its inventory management and order fulfillment processes, resulting in a 40% reduction in stockouts and a 25% improvement in delivery times. Another case involved a multinational corporation that re-engineered its customer service processes, which led to a 50% decrease in customer complaints and a significant increase in customer loyalty.

Explore additional related case studies

Technology Integration and Legacy Systems

Integrating new technology within an existing IT infrastructure is a common challenge. The approach should be methodical, starting with a compatibility analysis and a detailed integration plan. It’s vital to understand not just the technical aspects but also the potential impacts on business operations. According to Deloitte, proper integration planning can improve project success rates by up to 30%. This underscores the importance of a strategic approach to technology adoption that prioritizes seamless integration and minimizes business disruption.

When dealing with legacy systems, it's often not feasible to replace everything at once due to cost and risk. Instead, a phased approach, introducing new technologies that can run parallel to or gradually replace parts of the legacy systems, is advisable. This incremental strategy allows for continuous business operation and provides time for staff to adapt to new systems.

Change Management and Employee Adoption

Change management is critical when redesigning business processes. Leadership must clearly communicate the reasons for change, the benefits, and the expected outcomes to the entire organization. A study by Prosci found that projects with excellent change management effectiveness were six times more likely to meet or exceed their objectives. Effective communication, training programs, and involving employees in the redesign process can foster a sense of ownership and reduce resistance.

Moreover, it's beneficial to identify and empower change champions within the organization who can advocate for the new processes. These individuals can play a pivotal role in influencing their peers and facilitating a smoother transition. Recognition of employees who demonstrate adaptability and a commitment to the new processes can also encourage widespread adoption.

Learn more about Effective Communication

Measuring the Impact of Process Redesign

Executives often seek to understand how the impact of process redesign can be quantified. Establishing clear KPIs before the redesign begins allows for the measurement of performance against the same metrics post-implementation. According to Bain & Company, companies that use a balanced scorecard approach to performance management are 70% more likely to achieve successful outcomes from their strategic initiatives.

It's important to not only measure the immediate impacts such as cost savings or improved customer satisfaction but also to monitor long-term effects like employee productivity and market share growth. Regular reporting on these KPIs will provide transparency and inform ongoing strategic decisions.

Learn more about Performance Management Balanced Scorecard

Scalability of Redesigned Processes

Scalability is a crucial consideration for any process redesign. The new processes must be able to support growth without significant additional costs or complexity. Accenture's research indicates that scalable business processes can help companies achieve up to 15% higher profit margins compared to non-scalable processes. This is because scalability allows for increased efficiency and faster response to market demands.

To ensure scalability, processes should be designed with flexibility in mind, allowing for adjustments as the business evolves. This might include modular process elements that can be expanded or technology solutions that offer scalability as a core feature. Regular reviews of processes to assess their scalability in light of current business conditions and objectives are also advisable.

Additional Resources Relevant to Business Process Design

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Key Findings and Results

Here is a summary of the key results of this case study:

  • Reduced operational costs by up to 30% through comprehensive Business Process Reengineering (BPR).
  • Improved customer satisfaction scores significantly due to faster response times and streamlined customer service processes.
  • Increased employee productivity by enhancing resource allocation and implementing effective training programs.
  • Successfully integrated new technology with legacy systems, minimizing business disruption and facilitating a smoother transition.
  • Established a culture of continuous improvement, setting the stage for ongoing optimization and scalability.
  • Achieved a higher profit margin potential by designing scalable processes that can support growth without adding undue complexity or costs.

The initiative is considered a success, evidenced by the substantial reduction in operational costs, marked improvement in customer satisfaction, and increased employee productivity. The strategic integration of new technologies with legacy systems, coupled with effective change management practices, played a crucial role in minimizing disruptions and fostering employee buy-in. The focus on scalability ensures that the redesigned processes can accommodate future growth, aligning with insights from Accenture on the importance of scalable processes for higher profit margins. However, the full potential of technology adoption might have been further realized with an even more targeted selection of tools directly addressing specific process pain points, as suggested by Gartner's findings on strategic technology investment.

For next steps, it is recommended to focus on leveraging data analytics to gain deeper insights into customer behavior and preferences, which can inform further process optimization. Additionally, exploring advanced technologies such as AI and machine learning for predictive analytics could enhance decision-making and operational efficiency. Regularly revisiting and refining the continuous improvement framework will ensure that the business remains agile and responsive to market changes. Finally, fostering a culture of innovation and continuous learning among employees will be key to sustaining long-term success and maintaining a competitive edge.

Source: Ecommerce Process Redesign for Retailer in North American Market, Flevy Management Insights, 2024

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