Improvement Enterprise`s Business Processes

In this paper the implementation of the project of reducing returns of goods from online stores of L'Oreal Russia will be described. This project is one of the steps to the formation of an effective system for managing business processes of the enterprise. The purpose of this paper is to identify ways to improve the business process in a large company and prepare appropriate practical recommendations. The objectives of the thesis are: • conducting a strategic analysis of the organization, which will allow you to get acquainted with the external and internal environment of a large company; • development of a model for investigating the reasons for the high level of returns in the company; • conducting research and developing recommendations and methods for improving the return flow system in the organization under study. In this paper, we used as general scientific theoretical methods: the study and analysis of literature and documents; analysis of experimental material, generalization, methods of structural and system analysis. Such methods of empirical research as observation, interviews with company employees, customer surveys, analysis of company statistical data were used. During the strategic analysis, various types of analyses were used, for example, PESTLE analysis, competitor analysis, strategic map construction, company analysis based on the Porter 5-force model, IFE matrix analysis, key financial indicators analysis, SPACE model building and others. Based on the results of the work, a research algorithm was proposed, a scheme of this business process was constructed, recommendations were given for improving the business process, concerning the reduction of the level of return flows in the enterprise.