Increasingly buyers shun retail shops in favor of online sellers. The focus firm in this research is a gemstone wholesale company which sells its jewelry on eBay. It had an inefficient operation process that was causing the company’s late delivery rate to exceed 4.00%, which was the new standard eBay requirement. The research objective of this project is to identify the root cause of this major problem, find solutions and implement improvement action. The Business Process Improvement model (BPI) was chosen to improve the internal process ...