Professional Documents
Culture Documents
Section: 1
Letter of Transmittal
28 August, 2021.
Dr. Nazmul Amin Majumdar, Ph.D.
Subject: Submitting the research report on, E-Commerce Business Case Development.”
Dear Sir,
I am the potential students from your section of MBA-509 am delighted to produce this
Research report . I am thoroughly honored and more than satisfied with the
Learning’s I am taking my selves.
Completing this report has been really exciting & learning experience for me. I have come to
know many unknown things.
This report has enabled us to gain insight into the core learning of how an organization
HR department works their challenges and become more efficient. Therefore, it becomes an
extremely
Challenging and interesting experience. Thank you for your supportive consideration for
Formulating an idea. Without your inspiration this report would have been an incomplete one.
I have poured my hard work, time, and most importantly great deal of sincerity in shaping this
Human Resource Management report.
Lastly, I would be thankful once again if you please give your judicious advice on effort.
Sincerely Yours,
Md.Mehedi Hasan
ID: 1931462
Independent University of Bangladesh.
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Acknowledgements
I would like to express my deepest gratitude to my course instructor for providing such a
Professional yet learning platform for exposing our talents and potentials in the field of business.
My eternal respect towards my MBA-509 faculty, Dr. Nazmul Amin Majumdar, Ph.D.
I am eternally grateful to him for sharing his valuable and incalculable knowledge and guiding
Me through all the way in making a successful, neat and clean Human Resource Management
report.
My journey with him in this course has been truly a worthwhile learning experience. I cordially
thank the honorable teacher to provide me the opportunity to apply classroom learning in
practice. There are always some differences between theories and practice. This report bridges
the gap between them.
Firmly believe that my faculty will be pleased with the work that I am presenting.
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Executive Summery
Due to the Industrialization and technology advancement E-commerce industry is most popular
business platform now a days , Under e- commerce platform daraz is one of the most popular
company for Bangladesh,Srilanka and Pakistan. Was initially founded in Pakistan as an online
retailer in fashion, with the support of Rocket Internet in 2012 and then expanded into
Bangladesh
Besides in this study incorporated the history, I had try to incorporate a brief of how HR
Department does their job in E- Commerce Industry (Daraz)
While making the research report on Current HR Business case of E-commerce Industry( Daraz)
I have provided detailed information about HR practices, HR outcome & HR challenges, HR
planning, recruitment and selection process toward the organization.
I have coated all the connected factors with it and additionally to it I actually have tried to
include the items that I actually have learned with the practices. This report also provides a brief
overview on HR outcome, practices, HR challenges etc. and my personal observation regarding
the critical issues, the challenges of the HR Department and my recommendations for improving
the total HR practices in E- commerce Industry.
Then I gave the complete information of how I did complete the study. Then I reached in a
conclusion and recommendation which sum up all the analysis.
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1.Introduction
1.1 E-Commerce:
E-commerce is an activity to purchase or sell items online or over the Internet electronically.
The E-commerce is an activity. E-commerce relies on technology, for example on mobile
trading, transferring electronic funding, supply chain management, Internet marketing, online
transaction processing, E-Data Exchanges (EDI). E-commerce, however, is powered by the
semiconductor industry's technical breakthroughs and is the largest electronics sector.
When Boston Computer Exchange launched, it was the world’s first ecommerce company. Its
primary function was to serve as an online market for people interested in selling their used
computers. Jeff Bezos Alibaba Online is launching a more than $25 million funded online
marketplace. The enterprise was profitable by 2001. It turned into a big, extensively utilized
B2B, C2C, and B2C platform.Bezos has primarily established Amazon as an ecommerce book
platform.
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E-HRM offers the possibility for improved services to HR department clients (both staff and
administration) and enables HR to be a strategic partner to achieve organizational goals, and to
increase effectiveness as well as cost-effectiveness.
Bd jobs
Clickbd
Bikroy
BoiMELA
Rokomari
foodpanda
Daraz
Chaldal
Bagdoom
Bangladesh, but nearly all nations around the world are locked because of the pendemic.
Coronavirus. Economies are faltering, people are losing their jobs and many of the individuals
with lesser incomes are in deep poverty-commerce enterprises also face problems since transit
restrictions and fear of infection by delivery men among some consumers are restricted. E-
commerce sites have also been unable to originally obtain items because all stores have been
unexpectedly closed down. In particular, fashion, IT, cosmetics, dairy goods, home stationery,
cleaning, sanitizing materials, health items, and so on.
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However, all the items will ultimately be available in tiny cases on e-commerce locations,
although they still have difficulty since most suppliers have returned to their hometowns. These
were all initial difficulties, but the traffic on e-commerce sites began to rise over the course of
time.
1.5 Daraz:
Daraz concentration is on e-commerce, logistics, payment infrastructure and financial services. It
was initially founded in Pakistan as an online retailer in fashion, with the support of Rocket
Internet in 2012 and then expanded into Bangladesh, Sri Lanka, Nepal, and Myanmar as Daraz
Group following a shift in its business approach. The Daraz was bought by Alibaba Group in
May 2018. Bjarke Mikkelsen is the founder and current founder of Daraz Group. Daraz has
developed a solid payment infrastructure located on every market. In order to guarantee
consumers have many digital payment alternatives, we have connected with major banks and the
local open loop wallets in the five countries. The Daraz Wallet closed-loop was released in
Pakistan as the intelligent payment alternative.
1) Business-to-Business (B2B)
2) Business-to-Consumer (B2C)
3) Consumer-to-Consumer (C2C)
4) Business-to-Employees (B2E)
B2C websites have become popular in large urban areas, as evidenced by the growth of online
food delivery sites like HungryNaki and Food Panda. Highly congested roads and poor driving
conditions have also helped drive demand for home delivery services. Other examples of B2C
initiatives include Facebook-based commerce platforms such as Shopr.bd and Shop to Bd which
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allow Bangladeshi customers to purchase products from leading online shopping sites in the
United States, UK, India and China, e.g., Amazon.com, ebay.co.uk, Amazon.in, and Alibaba.
In Bangladesh, it was thought that it is a developing online marketplace, where prominent firms
like EBay, Amazon, and Flipkart have not yet been presented. Rocket Internet has introduced
five in the previous two years.Bangladesh businesses and these - Carmudi, Lamudi, Foodpanda,
Kaymu and Daraz - are thus. 'Daraz' is an Urdu term meaning 'Drawer' and has officially begun
its operations as daraz.com.bd, as a global leading e-retail brand in Bangladesh. Almost towards
the end of September 2013, OLX, Ekhanei and ClickBD were launched as the 4th e-commerce
website, but it remained in the business to become the country's number one e-commerce
site.Like other nations, in Bangladesh, Daraz offers unparalleled shopping experience.
Daraz is seeking to offer the most modest, tailor-made and secure online shopping experience
with a broad range of brands such as Yellow, Noir, Symphony, Body Shop, Huawei, Samsung,
Walton, Aranya, six graduates mobile, ShadaKalo, Apple, LG, Fastrack, MAC, Nikon, Ecstasy,
Panasonic, Doors etc.
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Daraz employs more than 1000 staff. Every year they grow. They deliver via third parties.They
are linked with delivery businesses. For example: Sundarban, Pathao, 5 star, bidyut, and so on.
They also set up 19 centers outside Dhaka.
CFO
Compared to many other firms, the ecommerce organization is extremely different. Since much
is controlled online and via software, much is automated.
This is Daraz's organogram:
Customer Service
Customer Service
Sr. Manager
Agents
manager
Ware house
(Inbound)
Manager
operations
Market place
operations
Head of
manager
CEO
Head of Fashion
Fleet Manager
Head of GM
Hub Manager
Head of HR
Admin
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2.Objective of the report: To find out the Human Resources problem that have faced by E-
commerce industry, and what are the approaches need to take that ensure strategic competitive
advantage. Human resources Challenges that will face by E-commerce Industry in 21st century.
3.Definition of HRM
thinking and bureaucracy are reduced. New opportunities are created through the Internet.
However, these advantages may only be realized if individuals move swiftly and efficiently
enough to take advantage of these possibilities.
Get senior management support HR should justify the need for particular adjustments and
demonstrate the potential advantages of such changes.
Take smart business choices along with other divisions. Other departments and personnel in IT
give the information necessary so that HR can view the impact of various actions not just on HRs
but also on the entire organization.
Problems
Employees those who working in E-commerce industry often are entering jobs that did
not exist before (for example, Web master) and are working in an organization or
division that did not exist before. Therefore, problems basic to human resource planning
in general are exaggerated for e-business.
Traditional problems such as predicting the future need for employees, specifying the
needed skills of these employees, identifying reporting relationships, and developing
succession plans become more difficult under conditions in which future needs are so
difficult to predict. These problems create more difficulties than usual since the need to
respond to change is more crucial for e-commerce than for traditional business.
Businesses competing in an e-commerce environment can be left behind their
competitors if they cannot respond quickly enough to change and anticipate future needs.
The most-needed employees often are aware that they easily can find an attractive job in
an active job market in which their skills are in high demand. They may choose to look
for another job, or another employer and/or a professional recruiter may actively recruit
them. Thus, employers can be losing the very employees they most want to retain.
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The work descriptions in e-commerce are among the most evident changes linked to job design
and job analysis. Many of the jobs found in E-Commerce did not exist in traditional brick-and-
mortar organizations, so new job titles are created.
Problems
1) The conventional method of job analysis and design include work analysis, job design,
job analysis, job description and job titles creation. This procedure calls for modifications
in a working environment and occupations in which the process of analysis is done might
have considerably changed. E-commerce professionals are highly affected by the demand
for speed and changes. Luxury and/or distraction in this setting may be a rigorous
approach for job analysis and job design. E-commerce also changes so quickly that the
titles are lost as the tasks and expertise necessary for these positions grow.
2) many of the skills needed for E-commerce are in short supply, skills that are in short
supply (usually related to IT) must be used most efficiently
Recruitment refers to the practice of searching and then encouraging possible individuals to
apply for an effective or expected vacancy. Selection is the process of hiring and giving people
with a job in the organization.
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The selection process in e-commerce industry where they often must use a decision
process focusing on the minimum necessary qualifications, rather than taking the time to
identify the best possible recruit. If an e-business can identify a recruit who possesses the
minimum necessary qualifications, a successful e-business may optimize its selection
process by immediately extending a job offer. If the e-commerce takes the time necessary
to evaluate all possible recruits and identify the best possible one, the best recruits may
have accepted other job offers or no longer be interested in the job for other reasons.
There also is a shortage of needed skills and a culture that encourages employees to think
of themselves as highly valued resources for which employers should compete. In
general, employees who have highly valued e-business skills see concepts like long-term
employment and company loyalty about as relevant as punch cards operating on
mainframe computers.
3.5 E-recruitment
E-recruitment is the method used for discovering, attracting, evaluating, interviewing and
recruiting new staff, utilizing technology and in particular web-based resources.
The aim of e-recruitment is to make the related procedures efficient and cost-effective. Online
recruiting can reach and enable a bigger pool of potential candidates.
Problems
Because anybody in the world with internet access could potentially see your job posting, you
may be inundated with responses, many of them from unqualified candidates. You'll have to take
time that you may not really have to wade through each application.
3.6Training
E-commerce' rapid change and the sophisticated technology mean that continuous and extensive
training is necessary. However, successful training for e-business goes beyond increasing the
speed of training and including new content. Even employees who are not directly involved in
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the "e" part of e-commerce business must constantly be retrained in order to keep up with the
latest technology.
Problem
The lack of IT workers causes some companies to launch major retraining initiatives to
gain the skills needed for current staff. Such retraining work contributes in a number of
ways to the success of e-business. First, rework out programs generates staff with the
necessary know-how. Since these workers work for the organizations already, there is no
time required to become part of the employing organization for orientation or adjustment.
Secondly, retraining schemes decrease long-term employees' concern and potential
opposition, who might perceive e-business shift as one means to remove them and
replace them with new staff with the newest capabilities.
If retraining programs are truly successful, they produce employees who will have the
needed skills and are less likely than new employees to contribute to one of e-business'
major human resource problems--that is, high turnover.
There is no effective plan for future needed skills employees, and maintains good
relation among them.
Job description and specification are not well balanced that’s why few employees suffer
in work place by not getting their job description and specification.
Many of the skills needed for daraz are in short supply; skills that are in short supply
(usually related to IT) must be used most efficiently.
Training in Daraz;
The constant increase in teleworking and the decentralization of the workforce have
created new challenges in education and training.
The current workforce includes at least three generations, all of whom have a radically
different relationship with technology. Thus, your training will necessarily be less
effective if all employees are expected to have the same technical knowledge or levels of
knowledge and learning habits.
Lack of IT specialist and trainee junior employees trained by senior employee that reduce
the efficiency of training.
(10) The employee should be allowed to go in appeal in case his performance appraisal is
negative if he is not satisfied. By this the management will win the confidence of the employees.
E-commerce industry the performance Appraisal system is strictly. They can evaluate their
employees on the basis of their performance. Mainly they can evaluate what the employees are
given target and w
2. It enables management to position the ideal workers in certain fields for optimal tasks,
depending on their talents.
3. It allows employees to discover areas for improvement. This information may also be used by
management to criticize constructively how employees perform.
4. Promotions on the basis or findings of performance assessment are frequently offered to
potential staff. Those with good ratings receive promotions. They can also transfer or demote
employees if they fail to live up to supervisors' standards.
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In the field of human resources management training and development is the field concerned
with organizational activity aimed at bettering the performance of individuals and groups in
organizational settings. It has been known by several names, including employee
development, human resource development, and learning and development.
Different training is given to employees at different levels. The following training methods are
used -
Technical Training – Technical training is that type of training that is aimed at teaching employees
how a particular technology or a machine.
Skills Training – Skills training refers to training given to employees so as to perform their
particular jobs. For e.g. A receptionist would be specifically taught to answer calls and handle the
answering machine.
Soft Skills – Soft skills training includes personality development, being welcoming and friendly to
clients, building rapport, training on sexual harassment etc.
Professional Training – Professional Training is done for jobs that have constantly changing and
evolving work like the field of medicine and research. People working in these sectors have to be
regularly updated on matters of the industry.
Team Training – Team training establishes a level of trust and synchronicity between team
members for increased efficiency.
Training improves the quality of the workforce. It increases the skills and knowledge base
of the employees.
It improves upon the time and money required to reach the company’s goals. For e.g.
trained salesmen achieve and exceed their targets faster than inexperienced and untrained
salesmen.
Exposes executives to the latest techniques and trends in their professional fields.
Ensures that the company has an adequate number of managers with knowledge and skill
at any given point.
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The main growth engine of every business is an e-Commerce store. There have been also
numerous e-commerce problems due to the stratospheric expansion that digital trade experienced
in the previous decade. It is projected that by the end of 2022 ecommerce would grab 17% of
industry. Driving the digital tsunami of commerce is not easy due to this growing size and need
for online companies.
Most shoppers, close to 81%, begin their trip with online research, and 71% said that a quick and
reactive online market is crucial to an enjoyable buying experience. In the digital trade category,
Total Transaction Value (TTV) is projected to grow by $4.5 million and is predicted to reach
USD 3.7 million by 2020. However, executives have to address primarily the main issues facing
the ecommerce firm to obtain a competitive edge in this overwhelmed industry.
As a platform, Daraz also has some problems and barriers because of the great rivalry and quick
expansion in technology. These are all the obstacles....
recruiting procedure is not always a straightforward one. This globalization has enabled firms to
invest outside the world and is confronted with numerous obstacles. The costs of advertising
work vacancies might include visible issues experienced throughout the process, while intangible
hurdles can include communication gaps between employers and hire managers. It was a hard
time. The hiring committee will make judgments according to its own perceptions as they are
impacted by its values, beliefs and societal opinions, therefore the prospect of bias can hardly be
excluded. The e-commerce HR through a tough period. Daraz finds appropriate individuals with
difficulty. It is vitally necessary for the managers of the 21st century that their vision of assessing
individuals on the basis of their origin, culture, values, ethnicity and background be broadened in
order to choose brilliant people from the complete pool.
5.2Strategies for motivation & retention: When there are no deficiencies in the recent
scenario, it has become a major difficulty for individuals not to get new jobs. It has been found
that businesses have opened doors for global recruitment and hence enhanced retention strategies
are crucial for HR Managers. We realize that all people are different and that the employers need
to be motivated and retained in different ways. Financial perks are no longer regarded an
instrument for employee retention. Every organization has to adopt new and latest ways for
satisfying its people, this will help to control the rate of turnover (Henson, 2007).[ CITATION
shu17 \l 1033 ] Some Daraz failed to satisfy their employees due to the lack of motivation and
retention by given from manager, that’s why they have struggle to maintain their employees to
balance the work place.
Cyber & Data Security: In e-commerce, security violations are one of the greatest difficulties.
There is a large number of information/data in the field of e-commerce and a technical problem
with data can cause serious everyday operations and the brand image of the store.
If you do not have the accurate details or information, how do you proceed? Well, it does
become tricky. The solution would be to invest in online identity verification.
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Shoppers have a myriad of options to choose from these days. If they are looking to buy a
handbag, they do some thorough research before finalizing on one. If shoppers have several
options, how do you make sure they pick you? How do you go about finding that perfect
customer that wants your product, at your rate and to the places you can ship?
Customer Loyalty: Here are two facts that show the importance of customer loyalty: (a) It can
cost up to 5 times more to acquire a new customer than retaining an existing one and (b) the
success rate of selling to a current customer is 60-70% compared to only 5-20% success rate of
selling to a new customer.
The above two facts are testament to how important customer retention or loyalty is. Once a
customer makes a purchase or utilizes a service from a retailer, they have to make sure that
they keep this customer for life. But how is this possible?
One of the biggest ecommerce challenges is to convert visitors into paying customers. An
eCommerce website might have a lot of traffic, a lot of clicks and impressions but they aren’t
making the sales they anticipated. What can they do to get more sales?
Have you heard of a Jam Experiment? Well it has quite a controversial conclusion, which is – the
less you offer customers the more likely they are to actually purchase something. A lot of people
these days are fatigued by all the options that are out there. A simple search for something like
headphones will give you thousands of options – how does one make a choice?
From a retailer’s standpoint, how do they stand out from the crowd? How do they bring shoppers
to their website, instead of buying a similar product from their competitors?
Price & Shipping: We have all heard of customers that prefer to purchase products from places
that have free shipping. E-Commerce giants like Amazon provide such attractive shipping deals
that customers seldom want to look at other places. How does one bring down costs for
shipping?
There are a lot of aspects that need to be in place for a successful retail business, but a good
technology foundation is crucial.
Digital marketing has long been a more affordable form of advertising, compared to traditional
marketing.
However, it appears this is coming to an end, as marketers begin to realize how effective digital
marketing is in the growing online market.
The cost of digital marketing has increased 12% on average across all channels, meaning that
every dollar e-commerce managers invest may have less impact now than it had in the past.
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Cultural Changes:
The attitudes, beliefs, values and customs of people are an integral part of any culture. Culture
influences the behavior of people towards the job and environment with respect to work
assignments, leadership style, performance appraisal, compensation and reward system. As in the
case of other components of environment, culture is also undergoing continual change affecting
HR policies and practices.
Conclusion: Daraz is one of the leading E-commerce companies in Bangladesh, Daraz has a
strong and good reputation and trust worthiness for giving quality products to their customers. In
e-commerce Human resources practice and development is quite rare and invisible like other
department like marketing and accounting. If you want keep your organization work force
balance or centralized, you have to rely on Human Resources Management. HR related issues
like ‘Performance Appraisal System’, ‘Training & development’, etc. should ensure the proper
implementation of the policies/systems. In 21st century in e-commerce industry have faced
challenges like Recruitment and selection, Strategies for motivation and retention, cyber and data
security etc . In this transition HR professionals may contribute to the challenge of
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organizational transformation by taking some major actions. The professionals can create
solutions to assess the company's HR worth.
Recommendation
Implementation of my recommendation
Discuss the basic principles of the appraisal system with key employees in your company.
Prepare at least some specific appraisal questions with a larger number of managers. Introduce
the appraisal system’s technicalities and content. People like to know in advance what is going to
happen.
Talk to important personnel in your organization about essential principles of the evaluation
system. At least prepare some particular assessment questions with a wider range of managers.
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Present the technology and substance of the evaluation system. People want to know what's
going to happen in advance.
The first stage to a training program is the identification and evaluation of needs. Evaluations of
training needs (organizational, task and individual) will uncover any gaps in your present
training programs and skills. The next stage is to draw up an extensive action plan which covers
learning theories, education design, contents, resources and other components of training. The
implementation phase is the beginning of the training program. Organizations have to determine
if training in-house or externally organized will take place. The training program should always
be checked, as indicated in the final part. Finally, the complete program should be assessed in
order to assess whether it succeeded and achieved training goals.
In cyber and data security matter Be vigilant and always back up your data. Post that, you can
install security plugging onto your website to prevent it from getting hacked. There are several
plugging out there, pick one that works best for your ecommerce website.
In online identity verification. There are different ways to incorporate online identity
verification. Some examples include biometrics, AI, single sign on, one time password, two-
factor authentication and so on.
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Reference:
nasir, s. z. (2017). International Journal of Academic Research in Business and Social Sciences. HR Mars
exploring internation capital.
Zebun Nahar. (2015). Cement Sector of Bnagladesh. Dhaka: IDLC Finance Limited.
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