LAZADA PH
A Kaizen Paper Present to
The Faculty of College of Business and Accountancy
Bachelor of Science in Accountancy
National University
Presented by:
Cornel, James Anthony C.
Dela Cruz, Irah Claire
Guban, Catherine V.
Pallasigui, Roberto Augusto L.
Sinocruz, Shekaina Kylle P.
ACT 194
Presented to:
Mr. Jay-ar C. Dimaculangan
Kaizen Improvement Plan Paper
LAZADA PH
I. Introduction
With major developments in science and technology, the global village concept became
more evident. Those advancements led to a more connected world wherein various people in
various places connect in a matter of seconds with humanity's greatest invention, the internet. It
has given birth to a virtual world, from online communication such as face time, Email, Skype,
and other ways of communicating to purchasing food, clothes, cars, appliances, and many other
things online. All these expansions in this virtual world have given people a wide range of
possibilities.
One significant contribution of the internet to people is E-commerce. It has revolutionized
the way of doing business. It is still a relatively new, emerging, and dynamic concept. Online
Shopping has been growing rapidly and becoming more popular every day since it was introduced
to society. Its rapid growth delivers convenience, value for time, energy, and money. However,
recently as the COVID Pandemic happened, everything got shut down, and the risk of going out
in the market is vast. Online Shopping has become a life-saving solution. Both parties, the
businesses and the consumers, embraced this kind of setup because it caters to efficiency,
effectiveness, and convenience. It is made possible with the help of different online platforms.
One of the major E-commerce platforms in the Philippines is Lazada. It gathers a wide variety of
sellers in its community to cater to a broader array of consumers. Even though it is a large and
well-known company, like any other company, it still has lapses and downsides which require
further improvement for it to be better as it was previously. As part of the community within
Lazada, the researchers studied its Company; the nature reviews about its services, reviews
about its products, and other areas led to the discovery of the processes that the Company needs
to improve on.
Figure 1: Lazada’s Business Logo
Cornel, Dela Cruz, Guban, Pallasigui, Sinocruz 2
ACT194 | Mr. J. C. Dimaculangan
Kaizen Improvement Plan Paper
LAZADA PH
Upon looking up some reviews and concerns, the researchers have drawn up some
information regarding the area in which the customers have problems: the poor delivery service.
According to sitejabber.com, Lazada has a 1.78-star rating from 1572 reviews showing that
customers are dissatisfied with their purchases. On a different website and evaluation containing
reviews about Lazada, most of the concerns were regarding the delivered items, which are either
fake, the item delivered is different from what is posted, the items received by the customer are a
scam or broken, wrong things delivered and also the delivery takes a long time. It is different from
what is placed in the expected delivery. If these concerns are not addressed, customer
satisfaction keeps on declining, and the community's trust gradually decreases. Upon
encountering these issues, the researchers saw an opportunity to create a Kaizen Paper to
provide recommendations and other tools for improvement that Lazada may utilize for further
improvement in its process relating to its delivery services.
II. Statement of Purpose
Online shopping has become easier with the help of technology. It had begun to rise,
particularly since the pandemic hit everyone when people were afraid to go outside and must stay
at home. That is why individuals spend so much time at their residences. They prefer to save time
and money by purchasing items online rather than in a physical store. On the other hand,
customers expect their products to deliver the same as what they see online while also arriving
on time to meet their expectations, just as they do in physical stores.
Businesses cannot exist in the absence of customers, and in order to become good or
one of the best, they must satisfy their buyers. Despite being one of the Philippines' largest E-
commerce companies, LAZADA PH has received numerous customer complaints about its
services. Customers frequently receive items that differ from what they ordered and are kept
waiting for orders for far too long. One of the reasons for failing to meet customer expectations is
these issues. Because of these reservations, the researchers chose LAZADA PH and proposed
potential solutions to improve their delivery services.
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ACT194 | Mr. J. C. Dimaculangan
Kaizen Improvement Plan Paper
LAZADA PH
III. Improvement Scope
Figure 2: Fishbone Diagram
As E-Commerce enterprises become more common in this age, many individuals
increasingly trust the company's reputation. Their well-established courier service system is one
of the reputations must be upheld.
This paper aims to enhance the delivery system of Lazada - one of the most extensive e-
commerce businesses in the Philippines, to provide better customer service and a faster and
more reliable delivery service system to all its customers to keep up with the country's tightening
e-commerce competition.
The preceding diagram aided the researchers in determining the main reasons for the
poor delivery service system. The following variables are discussed in the scope of this
improvement: management, products, logistics, and team. These are the issues that contribute
to Lazada's poor delivery system. This paper also aims to improve this system in numerous ways.
This paper will solely discuss Lazada's inadequate delivery mechanism and the steps that can be
taken to improve it.
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ACT194 | Mr. J. C. Dimaculangan
Kaizen Improvement Plan Paper
LAZADA PH
IV. Plans of Actions
The following are the proposed procedures of action to improve Lazada PH's unsatisfactory
services, in accordance with the issues identified in the paper.
Person/s
Stages/ Phases Actions/ Activities Timetable
Responsible
Obtaining customers/ users
experience and comments
on the recent system and
Data Gathering/
policies of Lazada. Researchers 2 weeks
Research
Gathering resources and
cites that openly talks about
the platform.
Analyzing the given
information for better
Observation assessment in decision Researchers 2 weeks
making.
Suggestion of ideas that will
Brainstorming contribute to the planning Researchers 1 week
and constructing of solutions.
Choosing the most relevant
Conceptualization ideas that will help the Researchers 2 weeks
improvement of the system.
Gathering to discuss the
scheme to be made for the
Alteration and improvement of the platform. Researchers and
1 week
Approval Talking about the proposed Management
ideas if they’re ready for the
approval.
Applying the upgrades of the
Implementation system and see how it Management 1 week
operates with it.
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ACT194 | Mr. J. C. Dimaculangan
Kaizen Improvement Plan Paper
LAZADA PH
Assessing the flow of the
system with trials of
Researchers and
Assessment transactions. 2 weeks
Management
Monitoring on the parts that
needs further improvement.
Presenting the results
subsequent to the Researchers and
Results 1 day
assessment of the new Management
system.
The timetable will assist the researchers in fulfilling the objectives outlined in this paper.
Furthermore, the researchers studied the entity to make recommendations to address some of
the issues raised in the paper.
The actions suggested to the company are as follows:
For the Logistics:
According to our research, LEL Express (LEX) is Lazada's internal logistics provider and
the following companies are Lazada's third-party logistics providers:
AIRSPEED Ninja Van PH
LBC Kuehne+Nagel
LF Logistics Quantum Solutions
Ximex Delivery Express Entrego
JRMT
Aside from these providers/third-party logistics, there are still areas that Lazada cannot
reach. As a result, the researchers recommended that the company to hire more third-party
logistics to handle the areas, particularly those in remote locations. The secluded sites without
direct access to Lazada. Allowing the entity to provide better and faster service to its customers
while also maximizing platform usage throughout the Philippines.
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ACT194 | Mr. J. C. Dimaculangan
Kaizen Improvement Plan Paper
LAZADA PH
For the Order Process:
Figure 3: Lazada’s Current Order Process/ Old Process Flowchart
Figure 4: Lazada’s Proposed Order Process/ New Process Flowchart
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ACT194 | Mr. J. C. Dimaculangan
Kaizen Improvement Plan Paper
LAZADA PH
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ACT194 | Mr. J. C. Dimaculangan
