1. Health & glow XPRZ
Business Requirement Definition
Proposed e-Commerce Business Process and SOP guidelines for F2c
LSCM.
IECDS – Integrated e-Commerce Delivery System
Version 5
Kannan Murthy
04/05/15

2. Author (s): Type: Ref No:
Kannan Murthy
BRD For Integrated e-Commerce
Delivery system for F2c Operations
Process & SOP.
HG / IECDS / 2015-003
Date:
04-04-2015
Knowledge Transferred by: Pages: Language: Version:
Kannan Murthy
English V5.0
Confidential Status:
( DD-MM-YYYY ) (DD-MM-YYYY) Until To be reviewed and approved
Title:
BRD For Integrated e-Commerce Delivery system for F2c Operations Process & SOP.
Reviewed:
DEPT Designation Name Initial Date
OPS COO Mr. Guruviah
ITN Sr. Director IT Mr. Ajith Kumar
FIN CFO Mr. Naveen
Approved:
DEPT Designation Name Initial Date
BUS Chief Executive Officer Mr. Venkatesh. P
Abstract:
e-Commerce Delivery services (ECDS), as a young industry, are currently experiencing a rapid growth to fulfil
the increasing demand. With the aims of being fast, safe, controllable and traceable.
HGX have developed a quite different logistics network and systems in their Logistics process – That is called
IECDS, Integrated E-Commerce Delivery System.
The purpose of this review was to describe more about IECDS network models, like the (F2C) Fulfilment
centre 2 Consumer paradigm - As well as the way of IECDS processing. In addition how better advanced and
automated technologies and methods, like live update, live monitoring and supportive system, integrated
Delivery app module with geographical information assistance for optimizing the Network, accelerating the
delivery speed and improving services. The whole logistics chain of IECDS was to be presented in this BRD.

3. 1. Introduction:
‘DO RIGHT AT FIRST TIME’.
E-business involves business processes spanning the entire value chain: Electronic purchasing and
supply chain management, processing orders electronically which involves online payments via credit
cards or debit cards, handling customer service.
India has an internet user base of about 250.2 million as of June 2014. 14. The penetration of e-
commerce is low compared to markets like the United States and the United Kingdom but is growing
at a much faster rate with a large number of new entrants. The industry consensus is that growth is
at an inflection point.
Unique to India (and potentially to other developing countries), cash on delivery is a preferred
payment method. India has a vibrant cash economy as a result of which 80% of Indian e-commerce
tends to be Cash on Delivery. However, COD may harm e-commerce business in India in the long
run and there is a need to make a shift towards online payment mechanisms. Similarly, direct
imports constitute a large component of online sales. Demand for international consumer products
(including long-tail items) is growing much faster than in-country supply from authorized distributors
and e-commerce offerings.
India's retail market is estimated at $470 billion in 2011 and is expected to grow to $675 Bn by 2016
and $850 Bn by 2020, – estimated CAGR of 7%. According to Forrester, the e-commerce market in
India is set to grow the fastest within the Asia-Pacific Region at a CAGR of over 57% between 2012 –
2016.
As per "India Goes Digital",[10] a report by Avendus Capital, a leading Indian Investment Bank
specializing in digital media and technology sector, the Indian e-commerce market is estimated at Rs
28,500 Crore ($6.3 billion) for the year 2011. Online travel constitutes a sizable portion (87%) of this
market today. Online travel market in India is expected to grow at a rate of 22% over the next 4 years
and reach Rs 54,800 Crore ($12.2 billion) in size by 2015. Indian e-tailing industry is estimated at Rs
3,600 crore (US$800 mn) in 2011 and estimated to grow to Rs 53,000 Crore ($11.8 billion) in 2015.
Overall e-commerce market is expected to reach Rs 1,07,800 crores (US$24 billion) by the year 2015.
2. Purpose:
‘OPERATION IS THE BACKBONE of LOGISTICS.’
To establish the most efficient OPERATIONS PROCESS FLOW and SOP GUIDELINES for HGX LOGISTICS
and SUPPLYCHAIN.
3. Background:
The PROCESS FLOW & SOP GUIDELINES describes the procedure to be followed from the time of
ORDER TRANSMIT to till FINAL DELIVERY and returning UNDELIVERED ORDER back to STORE / F2C
also the stock status update in system.
Any COMMERCIAL SHIPMENTS from anywhere in INDIA, COMMERCIAL INVOICE COPY has to be
accompanied while dispatching the shipments and VAT / TIN NUMBERS must be stated on the
INVOICE / BILL also the INVOICE / BILL Copy has to be placed with inside of the pouch. The Invoice
should have visibility for anyone to check.

4. 4. DEFINITIONS:
For the purpose of this document, the following words will be defined as follows.,
a. HGX – “Health & glow Xprz
b. ECDS – E-commerce Delivery System
c. IECDS – Integrated E-commerce Delivery system
d. 3PL – Third Part Logistics
e. COD – Cash / Card / Coupon on DELIVERY(At the time of DELIVERY INVOICE VALUE needs to be COLLECTED)
f. PAID /NON COD – PRE PAID (INVOICE VALUE has already been PAID by CUSTOMER over the Online)
g. Product, Item – unit of Articles
h. Order – A demand or request from the Consumer for supply of products
i. Shipment - Consolidated Orders or Items or Products or Article
j. Air Way Bill (AWB) / Tracking number – Primary reference number used for tracking by 3PL
k. Order reference Number – Primary reference number used for INTERNAL reference by HGX
l. Invoice number – An unique number which is used in every sale transaction
m. Delivery Run Sheet / App (DRS or DRS-A) – An unique number used while assigning a set of Orders / Invoices will be
assigned to a Delivery agent
n. F2C – Fulfilment Centre to Customer
o. Current Stores – Present retail shops
p. WH –Warehouse
q. Supportive System – Proactive & Reactive monitory team, Helpdesk or Customer Support
r. Proactive monitory – Service Quality or Service Excellency or Performance and Gap analyzes Team
s. Reactive monitory – Exceptions, Incident monitory
t. URN – Unique reference number
u. MA – Marketing Ambassador (Delivery Executive)
v. OMS – Order management system
w. MDM – Master Data Management
x. Trip – No of round travelled for Delivery
y. PAD – Personalized Automated Device
z. IV – Invoice executed
aa. MR – Money receipt
bb. TD – Transit Damage
cc. IS – In scan (Order picking stage)
dd. OC – Q C passed (Order QC check stage)
ee. RTS – Ready to ship (Packing stage)
ff. OS – Out scan (Order assigned to a Delivery boy - dispatched)
gg. IT – In transit
hh. TAT – Turnaround time
ii. UD – Undelivered
jj. OC – Order cancelled
kk. OPC – Order partially cancelled
ll. FD – Future Date Delivery
mm. DL – Delivered
nn. RSI – Returned Stock In warded
oo. CR – COD has been remitted
pp. CL – Transaction Completed (The Order Delivered and the transaction completed)
5. Hypothesis:
During initial days F2c Operations would be performed from the existing Outlets this approach have
been initiated bearing better control, Cost and resources optimization in mind.
There will be a Manager, who is responsible for complete Fulfilment centre (Store) – under the
manger there ll be RUNNERS who will perform ORDER FULFILMENT and FILED OPERATIONS.
To begin with one RUNNER from each selected F2C and he ll perform ORDER FULFILLMENT and FIELD
OPERATION. The present STORE MANSGER ll VALIDATE (RTS) process also reconciliation
management.

5. MMS / OMS
Pushes the Order
to IECDS, after
the validation
6. Scope of IECDS, Integrated e-Commerce Delivery System (F2C function):
Scope of IECDS are as follows.,
 Retrieving Order information from MMS / OMS
 Pushing them in to F2C for Order fulfilment,
 Competency in holding and navigate SKU level and related information in order to manage
Order fulfilment
 Control in scrutiny of Order fulfilment validation
 Capable in Delivery assignment
 Visibility in Field operations with real time tracking information
 The system should be well equipped in order to measure and scale-up individual contribution
and performance
 Provision to monitor leg to leg transaction so that the gap can be analyzed and the
Excellence in service can be established.
 Robotic reconciliation system
 Exactitude in MIS
7. INTEGRATED E-COMMERCE DELIVERY SYSTEM (IECDS)
 Figure 1 – Over view Diagram of E2E IECDS SYSTEM process flow:
Re
Thinks
cosmetics
Thinks
H&g m-app
F2C- IECDS
Extracts Orders Info
F2C Order List
View Order
Create Bag & #
Affixes on Bag
Bag Hits
OUT
BOUND
Pick / QC
Close bag
Print INV
Assign
RUNNER
Manager
Validates Bag
Confirms RTS
& seals neck
with OTL
View RTS Order
Manager Assigns
Delivery to
Runner
After assigns
confirms DRS
DRS
avail on
Runner
m-app
Runner collects
Orders
Plans route
SYS/SCH/MAN
Stacks in to Field
bag
Enters DRS &
Odometer
details on
register
SEC validates
Runners moves
Out for Delivery
Field
Operations
DELIVERY
Updates app &
Take rating
Cancel Order &
Update SYS
(Uncheck
complete SKU)
Y
PD
UD
F2C
Settlement
Reconciliation
OFD
Vs.
DLY / UD
DLY vs.
Collection UD vs. STOCK STOCK vs. IW
Clicks on Return
M-app shows list
of SKU
SYS revises Price SYS shows
revised Price
SYS triggers
revised Price
SMS
Details updated
in OMS
F2C SUPPORT
DESK
Pro-active Re-active Customer
SupportPerformance &
Gap
Exceptions &
Incident mgm.. Helpdesk /
General support
Uncheck return
SKU
Reports
N
Y
OFC Close Bag
enabled for add
/ delete
OFC Close
Bag
Disabled
Triggers
SMS
Triggers
SMS
A
RA
Triggers
SMS
Triggers
URN for
PAID
Order
Triggers
SMS / MAIL
Manual DRS

6. IECDS FUNCTIONALITY at a glance:
 ORDER FULFILMENT CENTER
 VIEW ASSIGNED ORDER
 CREATE BAG
 CREATE BAG #
 AFFIX BAG # ON BAG
 PICKING / QC
 CLOSE BAG
 PRINT INV
 OUTBOUND
 VIEW CLOSED BAG ORDER SUMMARY
 VALIDATION
 OTL (ONE TIME LOCK)
 RTS
 VIEW RTS ORDERS
 ASSIGN RUNNER
 DRS / OFD
 FIELD OPERATIONS
 VIEW ASSIGNED ORDER
 PLAN ROUTE
 SECURITY FORMALITIES
 DELIVERY
 EXCEPTION MANAGEMENT
 Feedback / Customer RATING
 SETTELEMNT
 SECURITY FORMALITIES
 RECONCILIATION (OFD Vs. DLY) & (DLY Vs. COLLECTION) – UD Vs. STOCK
 RECONCILIATION RETURNS (UD Vs. STOCK)
 RETURNS INWARD
 UPDATE SYSTEM
 SUPPORTIVE OPERATIONS
 PROACTIVE
 REACTIVE
 HELPDESK / CUSTOMER SERVICE
 REPORTS
8. PROCESS FLOW of ORDER FULFILMENT CENTER FUNCTIONALITY from OPERATIONS PRESPECTIVE
a. Order retrieved
b. Runner Creates Bag
c. System triggers Bag number
d. Runner picks and affixes Pre printed sticker number on Bag
e. Picks the products as per the Order list
f. Close Bag – Once picking process completes,
g. Print INV
h. System triggers status description SMS to customer along with INV price
i. OFC DATA pushed to Outbound Dashboard

7. 8.1.Figure 1 - Over view Diagram of ORDER FULFILMENT Operations process flow:
9. PROCESS FLOW of OUTBOUND FUNCTIONALITY from OPERATIONS PRESPECTIVE
a. OFC Bags DATA hits to Outbound Dashboard
b. Manager / Respective stakeholder validates ORDER vs. PHYSICAL BAG (SHIPMENT)
c. Seals Bag neck with OTL and Confirms RTS – If tallied
d. If not, Rejects the Bag
e. The System triggers message to OFC also enables CLOSE BAG ICON of OFC for ADD or DELETE
f. Such scenario OFC rechecks and fulfilles and resend the Bag to Outbound
g. Once the RTS is confirmed, the System triggers RTS Status SMS to Customer
h. RTS DATA flows to ASSIGN RUNNER DASHBOARD
i. Manage / Respective stackholder Assigns RUNNER for selected RTS ORDERS
j. Manage / Respective stackholder Confirms DRS
k. System triggers URN SMS to PAID customer
l. System triggers staus SMS to customer
m. Reassigns Runner, If changes in assiged runner
n. Once DRS executed, above option can not be functionedl
o. Runner Logs in M-App for DRS views
p. Stacks the Orders in to his field bag as per Delivery sequence
q. Updates security register
r. Security validates the details and acknowledges - If matches
s. If not reports to Manger and regisers in Incident registerS
t. Runner starts for Delivery
IECDS
Retrieves
DATA
OFC VIEW
ORDER INFO
Creates
Bag / #
(IS)
Picking Close
Bag
OUTBOUND
SYSTEM
MMS/OMS
Print
INV
DATA Pushed to OUTBOUND
DASHBOARD
SUPPORT
DESK
Reports
Triggers
SMS

8. 9.1.Figure 1 - Over view Diagram of OUTBOUND Operations process flow:
Validate
Bag vs. Order
DATA flows
to Assign
RUNNER
Closed
Bag View
Bag returned to OFC for correction
OUTBOUND
SYSTEM
N
Y Seals neck OTL
IECDS
------
OFC
Conform
RTS
Dashboard shows
list of Order RTS
Runner
assigned
DRS
executed
(OFD)
DRS M-app
Manual DRS
Update SEC
register
Runner
moves for
DLY
SUPPORT
DESK
Reports
A
RA
URN Triggered
to Customer
Triggers
SMS
Triggers
OFD SMS
Plans Route

9. Runner confirms
Return SKU
10. PROCESS FLOW of FIELD OPERATIONS FUNCTIONALITY from OPERATIONS PRESPECTIVE
a. M-App assist Route plan as per Distance as well Scheduled time of Delivery
b. However M-App also allows the user to plan the route on his own
c. Runner reports to customer door and intimates his arrival
d. Does delivery after taking note of URN if it’s a PAID ORDER
e. Does delivery after collecting Cash if it’s a COD Order
f. Does delivery after accepting Card payment if it’s a COD Order
g. ConfirmsDELIVERED icon – If delivered
h. Rating icon visible
i. Runner requests customer to rate the service experince
j. Runner clicks on transmit icon
k. Live status updated
l. System triggers STATUS SMS and greetings msg for their rating and shopping
m. Appended process to be adheared, If it’s a Partial delivery – any reason the customer returns
partial products in given Orders
i. Clicks on Partial delivery
ii. Return link will be visible
iii. Clicks on return link
iv. System displays list of SKU
v. Runner unchecks the SKU which the customer returns
vi. A validation pop-up triggers
vii. Runner has to confirm the unchecked SKU and physical SKU are same
viii. System accepts
ix. System revises price and shows to be collectable amount
x. Runner proceeds collection
xi. Runner collects amount as per the revised price – If COD
xii. If PAID ORDER –due will be credited over the online banking only
xiii. Runner confirms and clicks on Delivered icon
xiv. Rating icon visible
xv. Runner requests customer to rate the service
xvi. Runner clicks on Transmit icon
xvii. System triggers STATUS SMS and greetings msg for their rating and shopping
xviii. Runner moves to next delivery
10.1. Figure 1 - Over view Diagram of FIELD OPERATIONS process flow:
SYS revises Price
& Shows
If COD Collects
Cash/Card
SYS triggers SMS
for Credit note
If PAID Order Due
ll be paid by OL
Clicks on DLY
icon
M-APP
DRS VIEW &
Route assist
OUTBOUND
SYS
`Field
Operations
`Reports
customer
Door
DELIVERY N
Y
Cancel Order &
Update SYS
(Uncheck
complete SKU)
IECDS
------
OFC
PD
Clicks on PDSYS shows SKU
list
Clicks on Return
Link
Rating Icon
visible
Customer
Rates service
Runner
Transmit status
Status
flows to SYS
Triggers
DLY SMS
Validation POP-UP
triggers
Uncheck return
SKU
1
2
SUPPORT
DESK
Reports

10. SEC notes
Odometer
M-APP
DRS VIEW &
Route assist
11. PROCESS FLOW of SETTELMENT from OPERATIONS PRESPECTIVE
a. Settlement Dashboard has complete info of field activity
b. The manager can view runner wise OFD I PAID I COD I DLY I PDLY I UD I OC I Cash collection I card
collection I No of return I Item I Price
c. Runner reports back to OFC and settles-off
d. Runner reports to SECURITY
e. SECURITY makes a note of ODOMETER
f. Checks NDR / UDL or RETURN Orders
g. Makes entry on the respective register
h. Manager receives return items and does inward and re-queues in stock
i. Manager validates, collects COD, return items and updates inward system and IECDS
j. Reconciliation completes with ZERO pending
k. Makes money remittance
l. Prepares Ops and Finance reports
m. If any exceptions, Manager and runner has to sort-out
n. Escalation can be posted to next higher personal if the exception beyond their salvation
12. PROCESS FLOW of SUPPORT TEAM from OPERATIONS PRESPECTIVE
a. Support team has been divided in to 3 sub division – as per below.,
b. Proactive
 Performance analysis
 Gap analysis
c. Reactive
 Exception
 Incident
d. Helpdesk
 Customer service
 Technical support
e. Proactive user can view every action of F2c leg to leg
f. Reactive user will be triggered exceptions and incidents
g. Helpdesk user responses customers enquires as such technical assistance or general info and support
OUTBOUND
SYS
`Field
Operations
IECDS
------
OFC
RUNNER
reports to
OFC
Checks & Enters
Returns
Reports
@
Manager
Manager
validates
Collects COD
& updates
Collects returns
& updates
N
Y
Reconciliation
completed
SUPPORT
DESK
Reports @
SEC
Reports
Triggers
DLY SMS
Triggers
CREDIT
NOTE mail