Redesign the Return Material Business Process - Amazon Robotics

After Amazon acquired Kiva Systems (now called Amazon Robotics), the growth of the company has been massive but the growth in the resources couldn't match the growth of the company.
So, the field spares services came up to the Business Applications Team (the team I worked for) and gave us this big project of redesigning the RMA process (Return Material Authorization). Basically the RMA process is a process where the parts sent to the warehouses may either be damaged or needs a replacement, scrapping the returned part and sending a new part or repairing the damaged part.

What was my job?

The aim of my project was to redesign the complete RMA process to make it more scalable and efficient.

What did I do?

I and my team gathered requirements from the business owner, the field services. Then, I created the process model of the current running business process, analysed the flaws and the major bottleneck that is preventing it from supporting the growth of the company.
Based on the analysis, we redesigned the current business process incorporating all the major bottlenecks witnessed in the current business process. Now the new redesigned business process would be outsourced to the third party.

What business value does this add?

The major impact that this project would have on the business;

• Scalability - The new RMA process is more scalable 
• Helps send the parts directly from the fulfillment center to the supplier unlike the current process where the parts are shipped to Amazon Robotics and later takes further steps. 
• Field service is the third party's core competency. 
• Centralizes the inventory management
• Higher service level agreement