This document provides information about Daraz.pk, an e-commerce company in Pakistan. In 3 sentences: Daraz.pk is Pakistan's largest e-commerce platform that saw significant sales growth in 2015 but saw a 70% decline in sales during its 2016 Black Friday event due to high return rates and defective products received by customers. Implementing ISO quality standards across suppliers and improving warehouse operations and packaging could help Daraz.pk boost customer satisfaction and sales by ensuring products meet quality standards. The presentation evaluates Daraz.pk's operations and quality management and provides recommendations for achieving ISO 9000/9001 certification.

1. Daraz.pk
O T D F i n a l P r e s e n t a t i o n
GROUP MEMBERS:
FAHAD UR REHMAN KHAN
MOMIN JUNAID
RAMSHA
HAMZA VAKIL
ZAIRA ATHAR
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2. What is ISO?
 International Organization for Standardization
 based in in Geneva, Switzerland, the members of which are
the standards organization of the 165 member countries.
 Consultation the standards promises customers that all
vendor company activities design, manufacturing,
production, purchasing, quality control, packaging, handling,
storage, shipping, and customer service etc
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3. Daraz.pk
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4. Daraz.pk
 Daraz.pk is the one of the biggest e-commerce web base in Pakistan.
 Daraz doing its operation in Pakistan, Sri Lanka, Bangladesh and Myanmar
 funded with foreign investment.
 It has direct investment from Qatar-based telecommunication company
Ooredoo and Berlin- based Rocket Internet is our parent company.
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5. Mission Statement
 Our mission is to be the Pakistan’s best
customer oriented company where people
will get every possible product from industrial
engineering to home decorative.
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6. Vision Statement
 We want to provide variety of products to our
customers at best cheapest price we can gave to
their door steps within a blink of eye. And want to
be the most selling market place in Pakistan.
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7. Products or SOPs
 Smartphones
 TVs, Audio theaters and video accessories
 Home Appliances
 Computers
 Gaming consoles
 Cameras
 Sporting goods
 Men’s Fashion
 Women’s fashion
 Cosmetics
 Home and living
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8. Business Model
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10. Suppliers (Daraz to Consumer)
 TCS (Within Karachi)
 Leopard Courier (Outside Karachi)
 DHL (International)
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11. Organogram
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12. Black Friday Financial Analysis 2015/2016
 As per the 2015, the Daraz.pk confirmed so many orders which gained them 60
Million Euros from their black Friday.
 But in 2016, they could only make 6 million euros, which means 70% of the sales
are gone.
Reason?
 The customers returned a lot of products and some customers got the products
but all of them are broken.
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13. Implementation of ISO
9000/9001 at Daraz.pk
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14. The organization’s quality policy and quality objectives
 Dazar.pk gives the 7 to 30 days replacing guarantee to its
consumers, only in the following cases;
 When the stuff is broken
 When the delivered good is sabotaging the ordered good. In
other words, if you ordered a Bag and you got a Mobile.
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15. Procedures, instructions, and records
 Raw Material to warehouse
 Sorting at Warehouse
 Shelves at Warehouse
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For ISO: Efficient warehousing and shelving after giving training to employees

16. Data management
 OBS Management software for Order processing
 BOB Management software for Supplier management
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For ISO: Skill full Microsoft certified professionals should be there.

17. Customer satisfaction from product quality
 There were 70% decline in 2016 Black Friday sales as compare to the 2015 black
Friday, many orders were backed or returned because they got faulty or broken
stuff.
 Making sure the best packaging as well as they can outsource their warehousing,
to the ISO certified warehousing.
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For ISO: Efficient use of IT and CRM management to measure the consumer
needs.

18. Improvement opportunities
 Daraz.pk is doing and getting onboard all the suppliers and sole proprietorship
entities which are willing to sell their goods, which comes under
entrepreneurship.
 They should take only ISO certified suppliers to make themselves ISO
certified.Quality analysis
 Daraz.pk earns 30% commission from the people who list their products on their
website.
 Each element of a quality management system serves a purpose toward the
overall goals of meeting the customers’ and organization’s requirements.
Ensuring each of the elements of a QMS is present ensures proper execution and
function of the QMS.
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19. Conclusion
 Daraz.pk is one of the biggest selling websites in Pakistan as well as outside Pakistan,
entertaining more than a million users on their website per day.
 Daraz.pk showed the highest grossing firm in the sales of 2015 black Friday.
 Daraz.pk is empowering the individual to companies to list their products on
daraz.pk and sell them online via their website. Daraz.pk earns 30% commission per
sale from these individuals and companies selling their products on daraz.pk
website.
 Daraz.pk had to face a lot financial troubles after their CEO Muneeb Mayer left
Daraz.pk in 2016.
 Daraz.pk has implemented OBS management system for the order processing and
BOB management system for the suppliers and vendors monitoring.
 Daraz.pk is lacking the consumer satisfaction due to the quantity, and not having the
products on their website made by the companies which are not ISO certified.
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20. Recommendations
 Daraz.pk should focus on the getting ISO certified suppliers on board.
 Daraz.pk has to work on consumer satisfaction because due to the declining
consumer satisfaction at daraz.pk, it cost them 70% decline in their sales.
 For the data management, the software is top notch but the professionals
should be well trained to operate their data management software as the whole
company is based on it.
 Warehousing is not efficient, it is causing the delay in dispatching the product as
the labor takes a lot of time determining the exact location of the product they
are searching for, delays are linked to the customer dissatisfaction, which is
going against the ISO certification.
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21. Thank You!
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