OPERATIONS MANAGEMENT

SWIGGY

FOOD DELIVERY PROCESS

Done by:
Harsheeka Challani
N Aravind
Sriram

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Front end and Back End Work by Swiggy:

Swiggy was inspired by the thought of providing online food ordering and delivery
services with own fleet. As they have exclusive own fleet services, the delivery of
food or pickups is done easily.

After Consumer Placed the Order:

As soon as online food order is placed by the consumer, the order list is notified to
the restaurants through “Restaurant Partnership App” by Swiggy. Parallelly search
of the driver, who is near to restaurant are determined through some specific
algorithm.

Customers are given with the ETA (Estimated Time for arrival) when the order is
placed. It is based on the following:

Delivery Time = Max (Assignment Delay + First Mile Time, Prep Time) + Last Mile
Time.

The delivery time is calculated based on the formula and is displayed to the
customer after the order is placed.

Time is calculated based on these data points:

1. Leveraging historical data: Swiggy, till date, has delivered millions of orders,
and has a lot of data around how long a delivery can take on a two-wheeler
from a particular Restaurant to a Customer.

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2. Enhancing historical data with real time signals: Thanks to Swiggy’s
unparalleled hyperlocal density, we can leverage the travel time data of
Delivery Executives currently doing orders to make predictions.

Notification to restaurant:

To avoid any delays, Swiggy’s team reminds restaurant about new orders as they
come in. But manually calling and confirming every order with the restaurant is
not a scalable solution.

Automated calls helped save on manual work. When an order is placed, the
restaurant gets an automated call with the order notification. This automated
call helps reduce delivery delays.

Ordered is being Prepared:

The Prep Time is driven by various factors:

1. Type of item:

2. Number of items:

3. Load at the Restaurant:

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Assignment & Notification to Delivery Executive:

Notifications are sent to some driver who is in nearer to restaurants and

consumers. The task will be assigned to the driver who accepts it and directions to
restaurants are notified. Swiggy assigns the delivery executives and ensures
optimization of the process and cost cutting through the following:

1. Just In Time Assignment (JIT): A way to minimize the time spent by the Delivery
Executive at the restaurant waiting for the food to be prepared.

2. Next Order Assignment (NOA): A way to minimize the time spent by the
Delivery Executive waiting to be assigned to the next order and increasing the
potential pool of Executives considered for an order.

3. Batching: A way to increase the efficiency of Delivery Executives by delivering

more than one order at a time.

Delivery process – Safeguarding customer privacy (number masking):

The delivery person calls the customer in a few instances – problems with finding
the address, to inform the customer once they reach the location or if there are
any unexpected delayed.
While all of the above are legitimate circumstances, this also means sharing the
customer’s phone number with the delivery agent. Number masking allows the
agent to reach the customer over a call in case they need to without having access
to their phone number.

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Verify Cash on Delivery Orders:
Cash on delivery orders are always tricky. Sometimes, the orders are refused after
a delivery agent shows up with the food. To avoid misuse on COD orders, Swiggy
uses Exotel’s automated IVR calls to reconfirm the order with the customer.
When a COD order comes in, Swiggy places an automated IVR call via Exotel. Based
on the IVR prompt, the customer is required to confirm the order by pressing the
relevant key on his dial-pad.

Order Is On The Way!

Now, your order is well packed and ready to move out. The driver who is assigned
to this trip takes the parcel with delivery address details such as directions,
navigations.

After the delivery agent for a flawless delivery, the driver has to navigate the routes
given, with fully equipped with a temperature and topple-proof
compartmentalized bag to ensure the food is hot or cold also fresh. The driver
arrival can be viewed through the map shown in the application.

After the delivery of food is done, the customer is given with feedback whereas the
delivery executive is supposed to close the order. Then the cycle continues for the
delivery executive while the customers enjoys the food.

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