Product RCA - Increase in Zomato Delivery Time
You are a Product Manager at Zomato. You observed a 20% increase in the average delivery time. Conduct a Root Cause Analysis (RCA) of this issue.
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- by deliver time do we mean the time it takes to deliver the product after placing the order or from the pickup by the delivery guy
- is this specific to any region/area
- from when the increase is observed
- is there is any pattern like type of restaurants, dishes, normal orders, sponsored restaurant orders, ordering device, accepting device etc.
- if we are saying average delivery time increased - is the median got shifted as well or if there are few outliers which are moving the complete average
- there can be conditions like rain, strike, road conditions, delivery partners involved in any other competitor activity so not picking up the orders or are not able to deliver the products in any specific region
- any recent changes in the routing algorithm like to reduce overall cost and better utilize the delivery fleet like assigning multiple (more) orders to the pickup guys or the increased rollout of party box delivery fleet (with the big container)
- Resource crunch at restaurants due to any occasion or high orders due to which they are not able to prepare orders on time - there can be other multiple factors if it’s a region specific issue like electricity, flood, curfew, election etc.
- Supply of the ready to use ingredients can impact the pre preparation time - leading to self preparation of the these by restaurants
- Changes in incentive/payment structure of the delivery fleet ultimately influencing them to increase the delivery time
- Infra issues where the triggers are not getting initiated on time or stuck in queue due to any new/old logic
- changes in map or saved address/new address ultimately creating issues for the delivery guys to find the correct address thus increasing the delivery time - can also be due to starting a new location/area service or even old area where new fleet is hired
These are the few pointers which can identify the direction of the RCA and we can dig deep