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Logistics Lifecycle and Problem Resolution

Logistics Lifecycle and Problem Resolution. Definitions. Ship Date: Date and time when order is shipped from our WH in Bangalore Delivery Date: Date and time when order is expected to be delivered to customer. Our Promise to our customers. 24 hours shipping

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Logistics Lifecycle and Problem Resolution

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  1. Logistics Lifecycle and Problem Resolution

  2. Definitions • Ship Date: Date and time when order is shipped from our WH in Bangalore • Delivery Date: Date and time when order is expected to be delivered to customer

  3. Our Promise to our customers • 24 hours shipping • 3 days delivery from ship date for Bangalore when shipped by ML • 5 days delivery from ship date for Delhi when shipped by ML • 5-7 days delivery from ship date when shipped by our courier partners and ML – other locations

  4. Our logistics Partners • Myntra Logistics covering Blr, Delhi, Chennai, Pune,Hydrebad,Mumbai • Bluedart • AFL (FedEx) • Quantium • Overnight

  5. Order Delivery • Order not in delivery center will not be delivered same day or next day • Order at delivery center may be delivered same day • Order not progressing will take 2-3 days to be delivered • Customers in hostels tend not to be available – set expectations Reattempt Delivery OR RTO

  6. What happens at WH when order is shipped? • Destination pincode serviceability check done • Shipping label generated by destination and courier/ML • Orders bagged by courier/ML by pincode • Orders picked by couriers/ML from WH • Orders scanned into courier/ML network (systems) • Orders move towards delivery location (each stage of move is scanned) Critical to successful delivery

  7. Criteria for ontime delivery • Shipped on time • Picked by logistics partner on time • Intra destination movement ontime (atleast every 24hrs) – no delays • Customer address, phone and pincode correct • Customer available physically and on phone • For COD, customer has money available • Tracking info updated on time to track movement

  8. Tracking shipments/orders • Why do I get invalid tracking number? • Shipped but not handed over to logistics • Picked up by logistics but not scanned • Scanned but yet to replicate onto tracking website • What do I do? • If issue exists >24hrs from ship date, raise SR for WH shipping issue • If issue exists <24hrs from ship date, set expectations with customer

  9. Understanding movement of orders: Case 1 • What do you see?

  10. Understanding movement of orders: Case 1 contd… • Did we meet our delivery promise? • What problem would customer have if they tried to track order on 1 Feb? • Order picked on 03 Feb and delivered on 07 Feb: Note movement was smooth with one delay on 5th/6th Feb

  11. Case 1: Learnings • Did we fulfil delivery promise? • Where, if any, did delay happen? • What, if any, is the problem? • What expectations should we set of customer on 03 Feb if customer calls? • Should we raise an SR?

  12. Understanding movement of orders: Case 2 • Order picked on 07 Feb and Out of Delivery Area on 9 Feb Date of checking status: 11 Feb 2012

  13. Understanding movement of orders: Case 2 • Is the problem with pincode or with courier?

  14. Case 2: Learnings • Did we fulfil delivery promise? • What, if any, is the problem? • What expectations should we set of customer on 08 Feb if customer calls? • Should we raise an SR? • What expectations should we set of customer on 09 Feb if customer calls? • Should we raise an SR? • What should we ask of the courier in the SR? • What info should we include in SR?

  15. Understanding movement of orders: Case 3 • Order picked on 07 Feb and Incorrect Address on on 9 Feb Date of checking status: 11 Feb 2012

  16. Understanding movement of orders: Case 3a • Order picked on 06 Feb and Incorrect Address on on 8 Feb. Date of checking status: 11 Feb 2012

  17. Case 3: Learnings • Did we fulfil delivery promise? • What, if any, is the problem? • What should we validate if customer calls in on 09 Feb? • What expectations should we set of customer on 09 Feb if customer calls? • Should we raise an SR? • What should we ask of the courier in the SR? • What info should we include in SR?

  18. Understanding movement of orders: Case 4 • Order picked on 06 Feb and Delay on 8 Feb. No progress thereafter. Date of checking status: 12 Feb 2012

  19. Case 4: Learnings • Did we fulfil delivery promise? • What, if any, is the problem? • What should we validate if customer calls in on or after 09 Feb? • What expectations should we set of customer on or after 09 Feb if customer calls? • Should we raise an SR? • What should we ask of the courier in the SR? • What info should we include in SR?

  20. Understanding movement of orders: Case 5 • Order picked on 06 Feb and still not delivered. Last scan on 10 Feb Date of checking status: 12 Feb 2012

  21. Understanding movement of orders: Case 5a • Order picked on 07 Feb and still not delivered. Last scan on 08 Feb Date of checking status: 12 Feb 2012

  22. Case 5: Learnings • Did we fulfil delivery promise? • What, if any, is the problem? • What should we validate if customer calls in on 09 Feb? • What expectations should we set of customer on 09 Feb if customer calls? • Should we raise an SR? • What should we ask of the courier in the SR? • What info should we include in SR?

  23. Key Take aways • Validate ship date and pickup date • Understand delivery progress from progressive scans • Always validate address, pincode and landmark and main and alternate phone number • Identify potential problems and if any raise SR • When SR raised, ensure following are included in SR notes: • State address, pincode and landmark and main and alternate phone number • State courier delivery expectations • State customer expectations that have been set around delivery timelines (2-3 days) • State follow up from Myntra expectations in SR and with customer • Prioritize SR as per: • Standard: P3 – 72 hrs • Important: P12– 48 hrs • Critical: P1– 24 hrs • If shipment is not already in delivery location, we cannot deliver in 24 hrs

  24. Knowledge Measure • What are the primary reasons for “tracking number invalid” when we track a shipment? • How often should a scan change happen? • What is the first thing we should look at when a customer calls with a delivery related enquiry/issue? And next? • When should we raise an SR • What info should we include in a delivery issue related SR? • How do we choose SR priority? • What tools should we use to validate pincode? • When is it possible to deliver same day? • What is a realistic expectation to set if the shipment has arrived at delivery hub/center? • What is a realistic expectation to set if the shipment has not yet arrived at delivery hub/center? Time: 10 minutes. Pass mark: 80%

  25. Q & A

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