What's causing the sudden 30% increase in delivery time for Swiggy orders from premium restaurants?

Introduction

The sudden 30% increase in delivery time for Swiggy orders from premium restaurants is a critical issue that demands immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

I'll approach this problem by first clarifying the context, then ruling out external factors before diving deep into internal causes. We'll break down the metric, gather relevant data, form hypotheses, and conduct a thorough root cause analysis. Finally, we'll develop a comprehensive plan to validate our findings and implement solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the specificity of the issue, I'm wondering about the scope. Has this increase been observed across all premium restaurants or is it limited to certain cuisines or locations?

Why it matters: This helps us narrow down potential causes and focus our investigation. Expected answer: The increase is seen across most premium restaurants, but with some variation. Impact on approach: If it's widespread, we'd focus on system-wide issues; if localized, we'd investigate regional factors.

• Considering the suddenness of the change, I'm curious about the timeline. When exactly did we start noticing this 30% increase in delivery times?

Why it matters: This could help us correlate the issue with specific events or changes. Expected answer: The increase was first noticed about two weeks ago. Impact on approach: Recent changes in the last 2-3 weeks would become our primary focus.

• Given the specificity of the metric, I'm wondering about our measurement methodology. Has there been any recent change in how we calculate or track delivery times?

Why it matters: It's crucial to rule out measurement errors or changes in data collection. Expected answer: No recent changes in measurement methodology. Impact on approach: If there were changes, we'd need to audit our data collection process first.

• Thinking about the user experience, I'm curious about customer feedback. Have we seen an increase in complaints or negative reviews specifically mentioning longer wait times?

Why it matters: This helps validate if the metric change is impacting user satisfaction. Expected answer: Yes, there's been a noticeable increase in complaints about wait times. Impact on approach: This would confirm the urgency of the issue and guide our communication strategy.