Why has Getir's on-time delivery rate fallen below 90% in the downtown area this month?

Introduction

Getir's on-time delivery rate falling below 90% in the downtown area this month is a critical issue that demands immediate attention. This performance dip not only affects customer satisfaction but also impacts the company's reputation and potentially its market share. I'll approach this problem systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term strategies to address the issue.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change in operations. Has there been any significant operational change in the downtown area in the past month?

Why it matters: Recent changes often correlate with performance shifts. Expected answer: Yes, we've implemented a new routing algorithm. Impact on approach: If confirmed, we'd focus on the algorithm's performance and potential adjustments.

• Considering the specificity of the issue, I'm curious about the granularity of our data. Can we break down the on-time delivery rate by time of day or day of the week?

Why it matters: Patterns in the data could reveal specific problematic periods. Expected answer: Yes, we have hourly and daily breakdowns available. Impact on approach: This would allow us to target solutions to specific time frames if patterns emerge.

• Given the location-specific nature of the problem, I'm wondering about any unique characteristics of the downtown area. Have there been any notable changes in the downtown area's infrastructure or traffic patterns recently?

Why it matters: External factors could be contributing to the delivery delays. Expected answer: There's ongoing construction on Main Street. Impact on approach: This would lead us to consider temporary routing adjustments or customer communication strategies.

• Thinking about our delivery process, I'm curious about our courier situation. Has there been any significant change in our courier workforce or their scheduling in the downtown area?

Why it matters: Changes in human resources can directly impact delivery performance. Expected answer: We've had a 15% increase in new couriers this month. Impact on approach: This might point us towards improving onboarding or training processes.

• Considering the potential for system issues, I'm wondering about our order processing capabilities. Have we seen any unusual patterns in order volume or system performance in the downtown area?

Why it matters: Technical issues could be causing delays in order processing or assignment. Expected answer: Order volume has increased by 20% with no system upgrades. Impact on approach: This would lead us to investigate system capacity and potential upgrades.