Why has Gorillas's on-time delivery rate fallen below 90% in Paris stores during peak evening hours?

Introduction

Gorillas's on-time delivery rate falling below 90% in Paris stores during peak evening hours is a critical issue that demands immediate attention. This problem directly impacts customer satisfaction, operational efficiency, and the company's reputation in a highly competitive market. To address this challenge, I'll employ a systematic approach to identify the root cause, validate hypotheses, and develop both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be related to traffic patterns. Has there been any recent change in Paris traffic regulations or construction that might affect delivery routes?

Why it matters: Traffic conditions directly impact delivery times. Expected answer: Information about recent traffic changes or lack thereof. Impact on approach: If traffic is a factor, we'd focus on route optimization.

• Considering the specificity of "peak evening hours," I'm curious about order volume. Has there been a significant increase in orders during these hours compared to previous periods?

Why it matters: Sudden spikes in demand can strain delivery capacity. Expected answer: Data on order volume trends. Impact on approach: If volume has increased, we'd look at scaling delivery capacity.

• Given the focus on Paris stores, I'm wondering about staffing. Have there been any changes in the delivery workforce or their schedules recently?

Why it matters: Adequate staffing is crucial for meeting delivery targets. Expected answer: Information on staffing levels and any recent changes. Impact on approach: If staffing is an issue, we'd prioritize workforce management solutions.

• Thinking about the delivery process, has there been any recent change in the order preparation or dispatch system in Paris stores?

Why it matters: System changes can introduce unexpected inefficiencies. Expected answer: Details on any recent operational changes. Impact on approach: If system changes are involved, we'd focus on optimizing the new processes.