BUC&CUA DPMO can be reduced by reducing by reducing returns due to customer unavailability.

This
can be done by scheduling appointments one day before the delivery and on the day of the delivery

DPMO calculation

Defects= D

Opportunities= BUC, CUA = 2

No
Customer Amazon Fulfilment A
places order receives order

Confirming availability of customer can Yes

reduce the number of returns due to
BUC/CUA and thereby can decrease Product leaves
customer contacts and CPO warehouse

Product is
received at
station
Confirm availability
of the customer and
reschedule if
necessary
Schedule
delivery

Confirm customer
availability one day
before and
reschedule if
necessary Order is
delivered

Seller Product leaves Product is Schedule

A delivers to warehouse received at delivery
warehouse station

Order is
End delivered
 Q2) Factors affecting reduction in CPO

a)
Reduction in
Reducing Reduction in Reduction in
cost of handling
number of touchpoints CPO
total contacts
returns

b)
Let customers choose their delivery timings

Personalized app push

notifications
Reduction in Reduction in
Use of Personalized SMS labor cost and CPO
technology returns

Introduction of
whatsapp as a marketing
channel

Q3)
Speciality team

Competency building: Efficiency: Outsourcing possibillities:

Specialty team is dedicated
to handle heavy and large
sized products, therefore
increases competency
Specialty handling network Amazon is known for its
can decrease the costs by customer service.
streamlining but increases Outsourcing such an
cost of handling a contact important task can hamper
its reputation

Suggestions: Amazon IN should have an internal specialty handling team so that it has better control on
customer service and delivery rather than going for external third party team