The site converts, but inventory, lead times, cancellations and returns require manual rework across teams.
DIJI e-commerce solution
Build digital commerce connected to inventory and operations
Connect buying experience, catalogue, availability, order, payment, fulfilment, delivery, returns and customer service.
For: E-commerce, commerce, marketing, supply chain, customer service and IT leadersWhat to clarify before discussing a solution
How do you prevent an attractive digital promise from creating invisible operational debt?
The answer does not lie in an isolated feature: it is built by connecting rules, actors, data and evidence.An end-to-end digital journey with aligned promise, orchestration, exceptions and management data.
Four decisions to make before configuration
These decisions make the scope testable and prevent structural choices from being discovered during the project.
Define the catalogue and availability source
The decision must specify the rule, its owner, the required data and the evidence used to accept it.
Choose reservation and allocation rules
The decision must specify the rule, its owner, the required data and the evidence used to accept it.
Test payment, failure, cancellation and refund
The decision must specify the rule, its owner, the required data and the evidence used to accept it.
Connect acquisition, order, service and retention
The decision must specify the rule, its owner, the required data and the evidence used to accept it.
A readable end-to-end flow
Scope is not a list of modules. It is a chain of events, ownership and decisions.
1Catalogue and content
2Availability and promise
3Basket and payment
4Order orchestration
5Delivery, returns and service
In the first scoping
- One representative flow and its useful variants
- Authoritative events and minimum data
- Roles, decisions and escalation times
- Acceptance criteria and baseline measurement
To sequence in waves
- Additional sites, activities or populations
- Rare variants that do not condition the pilot
- Automations whose rule is not yet stable
- Advanced dashboards after source reliability
To decide explicitly
- Define the catalogue and availability source
- Choose reservation and allocation rules
- Test payment, failure, cancellation and refund
- Connect acquisition, order, service and retention
From direction to measured improvement
- 1Navigator
- 2Personalised review
- 3Scoping workshop
- 4Wave-based deployment
- 5KPI measurement
Each stage produces a decision or evidence reusable in the next. Deployment remains business-led and verifiable.
Measure to decide, not to fill a dashboard
Every KPI needs a definition, a source, a cadence and an associated decision.
KPIFormulaSourceDecision
Conversion rateTransactions or orders ÷ visits or opportunitiesChannels, opportunities, baskets and ordersTarget breaks in the buying journey
Order cycle timeAvailability time − validation timeOrder, allocation, picking and shippingIdentify the link slowing the promise
Stockout rateUnfulfilled demand ÷ total demandDemand, availability and allocationsReview allocation, thresholds and replenishment
Return rateReturned units ÷ delivered unitsOrders, returns, reasons and qualityReduce avoidable causes by product and channel
06 · Business scenario
A digital journey tested through returns
- Situation
- A brand grows online sales, but operations discover fulfilment and return constraints too late.
- Approach
- Scoping follows several representative orders, includes failures and returns, then aligns the website promise with real capabilities.
- Target outcome
- Customer experience and execution share the same rules and statuses.
Useful answers before the first discussion
01Where should we start in practical terms?
Choose a representative scope spanning “Catalogue and content” and “Availability and promise”, then document one normal case and one frequent exception. The first flow should be important enough to matter but contained enough to observe end to end.
02Do all existing systems need replacing?
No. Scoping starts with decisions, authoritative events and ownership. It then determines what should be retained, integrated, replaced or simply better governed, wave by wave.
03What data should be prepared before a workshop?
Prepare a few real cases, the volumes shaping the operation, the main variance reasons and the sources used to measure Conversion rate. The quality of examples matters more than the quantity of documents.
04How should the right pilot scope be chosen?
Choose a scope with an available owner, accessible data, a meaningful exception and a measurable outcome. Avoid both an overly simple case that proves nothing and an overly broad scope that dilutes learning.
05How can scope changes during the project be limited?
Make assumptions, interfaces, variants, exceptions and acceptance criteria explicit. Every new request can then be classified: essential to the wave, suitable for a later wave, or outside the objective. Discussion focuses on impact rather than intuition.
Next step
Turn this guide into a personalised review
Complete Navigator to position your context, then use the review as the starting point for a scoping workshop.
- 1Navigator
- 2Personalised review
- 3Scoping workshop
- 4Wave-based deployment
- 5KPI measurement
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