Goal 1:

Zilo's customer promise is 60-minute delivery. Right now, that promise is being breached because of delays somewhere in the process. Broadly, these delays fall into three buckets:

• Seller-related (the brand store)
• Zilo-related (our own systems and ops)
• Last-mile-related (rider and delivery logistics)

To do:

• Fix the seller-related bucket first.
• Diagnose the exact problem within this bucket?
• What metrics would you want to track, and how would you use them
• Give a pitch to onboard a brands on Zilo

Seller Bucket — Tracking SLAs

• Track the timestamp when the store receives the order, which device receives it, who monitors it, who packs it, and when it is handed over to the delivery partner.
• Track how much stock they keep for us versus their daily walk-in customers.
• Check for any physical issues with the products.
• Track packing time and availability of packaging materials.
• Ensure the bill is generated and ready.
• Track the handover time to the delivery partner.

Execution:

I will set a benchmark using a store that manages the entire process efficiently. Then, I will identify low-performing or lagging stores and dig into these metrics to identify the exact bottleneck.