Amazon Summer Internship

BOLD (Building Operations Leadership Development) Role

Last Mile Program Team, East & Central India
Project Outline Analysis Flow Observations Recommendations Results Learnings

Project Goal

Improvement of First Day Delivery Success (FDDS) in Amazon Network

*First Day Delivery Success (FDDS): % of packages which are delivered on the same day as the first attempt
at delivery

Business Value

Cost Savings: Fuel, IMPROVEMENT IN FDDS Revenue: Enhanced Customer

experience; more traffic on
Manpower, Salary & Time % platform

Strategic Goal: Improve Customer Obsession

Project Outline Analysis Flow Observations Recommendations Results Learnings

AIM: Root Cause Analyse for Missed Deliveries

Payment Not
Ready
Analyse missed delivery Major vs Upcountry Stations
Unable to
reasons Contact East vs Central India
Recipient
COD vs Pre Paid
Customer Not
Available Morning vs Evening Deliveries
Identify Bottleneck & Missed Delivery
Resolve Buckets Amzl delivery agents vs other channels
Doorstep Reject
Stations catering to bigger radius vs smaller

Address Issues
Improve FDDS%
Customer
Requested
Redelivery
Project Outline Analysis Flow Observations Recommendations Results Learnings

Major Findings

 Major reason behind missed deliveries was Customer Non Availability followed
by door step rejects

 More than 50% of missed attempts were on COD packages

 Stations catering to large radius had a significant low FDDS%

 Delivery success had a high correlation (more than 80%) with the number of
Early Morning Delivery packages

 Best performing channels was I Have Space (IHS) partners

 The basis of payment of agent (salaried or per package) had an impact on FDDS
Project Outline Analysis Flow Observations Recommendations Results Learnings

Pilot Run

Major Reason: Customer Not Available

PILOT 1 PILOT 2

Delivery Associate Marks False Customer ignores the call as

Attempt Spam number

Analysis of the motivation Station team has access to

behind action customer’s details
INCREASE IN FDDS %
Ensure outbound calling from
Payment proportional to station after every missed
number of packages delivered attempt

Package allocation done based Customer is notified about

on performance of associate delivery through direct call

Geofencing to counter false

attempts
Project Outline Analysis Flow Observations Recommendations Results Learnings

Impact

Impact on FDDS%: 0.3% Increase

Missed Deliveries Reduction: 63%

Customer Escalations during Pilot Run: Zero

Cost Savings: Rs. 20,000/day/station

Project Outline Analysis Flow Observations Recommendations Results Learnings

Values Derived

Root Cause Analysis goes beyond data; understanding the motivation behind actions of people is the
key to solve customer pain points.

The best insights are derived from one-on-one interactions with all stakeholders involved; from head
of department to delivery agents.

The process can only be fully understood by working on ground.

Eliminating human bias in processes can be enabled by integrating technology

For success of a project, it is essential that each member of the team resonates with the value derived.
Thank you!