WELINGKAR INSTITUTE OF MANAGEMENT DEVELOPMENT & RESEARCH

SUMMER INTERNSHIP ROJECT REPORT

ON

OPTIMIZATION OF DELIVERY ASSIGNMENT AND ROUTING SYSTEM

BY

AJINKYA ASHOKKUMAR GUPTA

PGDM 2014 – 16 TRIMESTER IV

SPECIALISATION: OPERATIONS

ROLL NO : 08

CERTIFICATE

TO WHOM SOEVER IT MAY CONCERN

This is to certify that Mr. Ajinkya Ashokkumar Gupta, a student of Welingkar Institute of Management Development

& Research and pursuing two years full time Post Graduate Diploma in Management (PGDM), underwent two

months of summer internship with us from 29th April 2015 to 28th June 2015

During the summer internship, Mr. Ajinkya Ashokkumar Gupta has successfully completed the project titled

Optimization of Delivery assignment and routing system under the guidance of Mr. Prabhat Agrawal, Director of

Operations.

The Students performance during the summer internship and comments on his project work are as under:-

………………………………………………………………………………………………………………………………………………………………………………..

………………………………………………………………………………………………………………………………………………………………………………..

………………………………………………………………………………………………………………………………………………………………………………..

………………………………………………………………………………………………………………………………………………………………………………..

………………………………………………………………………………………………………………………………………………………………………………..

Shashaank Shekar Singhal Prabhat Agrawal

(Co-Founder & CEO) (Director of Operations)

TAPCIBO ONLINE SOLUTIONS PVT. LTD.Company Registered Address: F-303, Akme Ballet, Doddanekundi, Outer Ring Road, Bangalore-560037.

Acknowledgement

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First and foremost I offer my sincerest gratitude to my project guide Mr. Prabhat Agrawal who has

supported me throughout the project with his patience and knowledge whilst allowing me the freedom to

work in my own way. One simply could not have wished for a better guide. I am also are grateful to my

college Dean Dr. Anil Rao Paila and our HOD Dr. Prof. Murli Mohan for providing me the opportunity

to work on an interesting project.

I would also like to express my sincere thanks to Mr. Shashaank Shekhar Singhal (Co-Founder & CEO -

Dazo), Mrs. Monica Rastogi (Co-Founder & CTO – Dazo) as well as the entire staff of Dazo, who helped

me during the project and lead me to a successful conclusion.

Last, but not the least, I wish to convey my earnest thanks and offer my regards to all of those who supported

me in any respect during the completion of the project.

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Table of ContentsINTRODUCTION 6

DAZO Description 8

Food Tech Industry 9

Project Outline 12

Problem Statement 12

Observation 13

Data Analysis..........................................................................................................................................14

Solution................................................................................................................................................. 16

Routine tasks

Recruitment and Training of Delivery Boys ...........................................................................................22

Delivery Executive Training Doc ........................................................................................................... 22

APP Training Slide ................................................................................................................................. 27

Daily COD Collection ............................................................................................................................. 29

Procurement and Supply of food packaging material, T-Shirts, Mobile Phones and Bags ................... 29

Acquiring new partners ........................................................................................................................ 31

Daily Sales Report ……………............................................................................................................ 32

Conclusion ............................................................................................................................................ 34

Bibliography .......................................................................................................................................... 35

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List Of Figures

Fig 1. App 3 Step Ordering Process 7

Fig 2. Manual Assignment Process 12

Fig 3. Dazo Dash Board ...................................................................................................................... 13

Fig 4. Single Order Data ..................................................................................................................... 14

Fig 5. Single Order Data Analysis ....................................................................................................... 14

Fig 6. Multiple Order Data ................................................................................................................. 14

Fig 7. Multiple Order Data Analysis ................................................................................................... 15

Fig 8. Dash Board: Placed order by customer ..................................................................................... 18

Fig 9. Dash Board: Order to restaurants ............................................................................................. 18

Fig 10. Dash Board: Calculation of path ............................................................................................. 19

Fig 11. Dash Board: Finding shortest path .......................................................................................... 19

Fig 12. Dash Board: Tracking free Delivery Boys ................................................................................. 20

Fig 13. Dash Board: Finding nearest Delivery Boy .............................................................................. 21

Fig 14. Dash Board: Assigning Delivery Boy to the order .................................................................... 21

Fig 15. App 3 Step Ordering Process .................................................................................................. 23

Fig 16. Delivery Boy APP Presentation slide ....................................................................................... 29

Fig 17. Collection Sheet Format ......................................................................................................... 29

Fig 18. Dazo T-Shirt ............................................................................................................................ 30

Fig 19. Dazo Delivery Bags ................................................................................................................. 30

Fig 20. Dazo Delivery Fleet ................................................................................................................ 31

Fig 21. Search list of partners ............................................................................................................ 31

Fig 22. Menu preparation of partners ................................................................................................ 32

Fig 23. Daily sales report for partners ................................................................................................ 33

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INTRODUCTION

DAZO

TAPCIBO ONLINE SOLUTIONS PVT.LTD.

Tapcibo Online Solutions Pvt. Ltd. is a software development company. The startup was founded in October

2014 by Shashaank Shekhar Singhal (ex-redBus director of mobile products) and Monica Rastogi (founder

of Explore-in-Android). Moreover, Alok Goel (former CEO, FreeCharge and Currently Managing Director

at Saif Partners) has been the angel investor in Tapcibo from its initial phase.

What is Dazo and why did it rebrand from Tapcibo?

Dazo is an Android app that can be used to order food on-demand. But unlike other players in the space,

Dazo is not just a delivery service. The menu is curated and users are given an option to choose from many

menu items for lunch, snacks and dinner. The focus is on catering to the varied tastes of the consumer with a

limited, but highly curated menu. The user can order his/her choice of meal with just three taps on the

mobile app. At the backend, delivery executives carry smart-phones powered by algorithms and real-time

tracking to get food from neighborhood restaurants delivered directly to home or office address. It provides a

wallet in the App in which people can transfer money online through net banking, debit and credit card. The

company was incorporated in October 2014 and is based in Bangalore, Karnataka. Dazo is India’s first

curated food demand platform (App only) – They bring customers great fresh meals from local food

entrepreneurs that can be ordered in less than 10 secs with 3 taps on the Android app. The meal is

conveniently delivered to the customers on their address. Customers have variety of food to choose from.

They typically deliver orders on or before 45 minutes, from the time the order has been placed.

Bangalore based mobile-only food ordering startup Tapcibo Online Solutions Pvt. Ltd, which operated under

Tapcibo, has rebranded itself as Dazo and has raised an undisclosed amount in seed funding from a bunch of

entrepreneurs. With the aim of making Dazo the household name, Tapcibo was rebranded to Dazo. The

inherent power of the word-of-mouth is largely dependent on the name. The founders in their discussions

with users figured that Dazo was a much easier name to pronounce and relate to.

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How It Works?

1 2 3

Fig 1.App 3 step ordering process

1. Choose a meal from our daily changing menu

2. Tell us your delivery location with a single tap

3. Share your mobile number and it’s done

Timings for ordering food

Lunch – 9AM-3PM

Snacks – 4:30PM-6:30PM

Dinner – 7PM-10:30PM

Payment options?

They have introduced wallet in the App itself in which people can transfer money online through net-

banking, debit or credit card, and make the entire transaction cashless. Cash on delivery payment is also

made available for those who would like to pay by cash.

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DAZO Description

Dazo delivers great food right at your doorstep. It's the most convenient way to get delicious exciting meals -

be it dinner, lunch or evening snack. Everyday restaurants make different awesome handcrafted meals that

are fresh, unique and amazingly delicious!

How to order food from Dazo?

1. Open the app and see the meals of the day, specially hand crafted by our talented restaurants.

2. Choose the dish you like - let us know the quantity of the plates (veg and non-veg as per choice)

3. Choose your location where you want it delivered.

4. Meet our delivery man on your location and collect your meal.

5. Make your payment. You can recharge wallet through Credit Card, Debit Card and Net banking payment

options

6. Enjoy the tasty delicious food :)

7. Refer it to a friend if you like it!

Dazo service (delivery) is available in Bangalore in the areas (Indiranagar, Domlur, Koramangala, MG

Road, Lavelle Road, Richmond Town, Whitefield, BTM Layout, Bagmane Tech park, Old Airport Road,

Kodihalli, Amrajyoti Layout, Cambridge Layout, HSR layout). Dazo is expanding and has the aim to cover

the Bangalore city within months.

Dazo's partner restaurants prepare fresh and healthy food every day, made from the finest ingredients. Their

meals consist of various delicious items like Dal Makhni, Paneer, Palak, Chicken, Rajma, Donner Rolls,

Noodles, Kathi Rolls, Shawarma Rolls, Pasta, Herbed Rice, Continental, different meats, Burgers etc.

Added features

*Ratings introduced - now customers can rate their meals after delivery and share their experience with

restaurants, help them improve the food and serve them even better.

* Invoking of chat support for live order from the active order screen.

* Getting notified when the order leaves the kitchen.

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Food Tech Industry

No other sector in India, right now, has captured the mindshare of investors and industry like Foodtech has.

With a large addressable market of $50 billion estimated to grow 16-20% year-on-year, and more-than-

healthy margins, the opportunities are endless. The food tech industry is very similar to the taxi industry with

a lot of real-time logistics and tracking technologies involved. The Dazo team has built very sophisticated

systems and a scalable technology platform from the inception of the business. The team is looking to

expand and have many critical roles in place already. Dazo is looking to hire in almost all domains –

technology, marketing and operations.

Bengaluru-based mobile-only startup Dazo (previously called Tapcibo) has been catching the interest of

several famous investors. Investors participating in the funding include leading internet entrepreneurs such

as Sumit Jain (co-founder and CEO, CommonFloor), Aprameya Radhakrishna (co-founder, TaxiForSure),

Alok Goel (former CEO, FreeCharge). There was also participation from Rajan Anandan (MD, Google

India), Amit Agrawal (Country Manager, Amazon India), Vinay Goel (Director Product Management,

Google Maps & Local), Gaurav Munjal (Co-founder and CEO, Flatchat) and leading hospitality

entrepreneurs such as Ashish Dev Kapur (co-founder, Yo! China), amongst others.

What does Dazo intend to do with the funding?

The new funds will be used for enhancing product, technology and scaling operations into many new

localities. They plan to cover entire Bengaluru within six months. The next three months being very critical

for them. Making more people aware of the App and running marketing campaigns will be the priority for

the team for the next few weeks. The team is also working on awareness for the wallet to ensure that the

whole experience is seamless.

Also as the team launches in new areas they will be only partnering with restaurants and will not be opening

their own kitchen. But it will be the company's involvement in doing the Quality Control Check, so that it

meets their standards.

Competition Intensity

The past six months have seen numerous funding news in the foodtech space. Mumbai-based food ordering

app TinyOwl had raised Rs. 100 crore in its Series B round from Matrix Partners, Sequoia Capital and

Nexus Venture Partners. Bengaluru-based food delivery startup Swiggy recently secured $2 million funding

from Accel Partners and SAIF Partners. Not to be left behind, even biggies like Zomato and Foodpanda have

entered the food delivery space.Food is the highest frequency e-commerce segment and high ordering

behavior leads to brand creation and loyalty, thus leading to strong lifetime value of a customer. Because of

this is even taxi players like Ola are trying to make a strong foothold in the segment with Ola Cafe.

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Dazo is facing competition mainly from SpoonJoy, which allows office goers and other consumers to order

meal packs such as set cut-fruit packs, and NutriTown. SpoonJoy received an undisclosed amount in funding

from Flipkart co-founder Sachin Bansal, chief product officer Mekin Maheshwari, Sahil Barua, co-founder

of Delhivery, and Abhishek Goyal, founder of Tracxn in December 2014. Gurgaon-based Yumist is another

venture working in this space. Also Swiggy which operates not only in Bengaluru, but also in Gurgaon and

Hyderabad, has become a major competitor.

Where is Dazo today?

The Bengaluru-based startup started with the areas of Indiranagar, Domlur and Old Airport road. To begin

with, the meals were being prepared in their own kitchen.

Now they have onboarded close to 10 food partners like Tadka Singh (for North Indian food), The Ants Cafe

(for Pasta etc.), Kitchen of Joy (for Bengali food), Chai Point, DrinkKing (for evening snacks), etc.

The company launched its services in Koramangala and Bagmane Tech Park a few days ago and is reaching

out to potential customers. Lunch, dinner and evening snack options are changed on a daily basis and include

a wide variety of cuisines. There is a significant integration of technology at the backend to automate and

optimize the logistics of food delivery. The startup is serving 350+ orders on a daily basis. Lunch currently

forms 75-80% of those numbers. A new food partner gets as many as 20 orders on their first day as Dazo

partner. On an average, food partners are processing, 20+ lunch orders daily, which is a significant number

for them in terms of take-away order, especially on weekdays. The startup is seeing high number of repeat

orders with the average customer ordering 2-3 times a week. The App has been downloaded over 4000 times

and has a rating of 4.4 on the Play store.

Dazo has shown very high customer engagement along with industry-leading repeat rates and cohorts. The

team has build a highly positive unit economics business that’s scaling rapidly through technology

innovation. They haven’t spent a single rupee on marketing till date. The current team size stands at 30.

What's New in the App?

Dazo is introducing a new way to order food i.e. it launched service that lets customers order food based on

their mood.

Now, Dazo has come up with some exciting new options for customers to choose from. For example, it has

recently partnered with Haagen Dazs to provide the customers with its exotic range of ice-creams and

sundaes. As per Shashaank Singhal, co-founder of Dazo, users want to de-clutter their choices when they are 10

just looking to order food online. To this effect Dazo is categorizing meals into 3 tags that can be used by

consumers to narrow down the food they want to order.

This helps Dazo’s partners deliver food faster and get good feedback on their menus.

-DazoPulse- caters to people who want quick and light food.

-DazoIndulge-offers them the chance to splurge on something heavier.

-DazoDelights- is for those occasions when you just need to satisfy that craving for something special.

It's incredible how they have been able to build a superior product experience at such an early stage. The

complementary skill sets of the seed investors and advisors will further aid the growth of the business.

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PROJECT OUTLINE

Department: Operations

Project: Optimization of Delivery assignment and Routing system

Mentor: Prabhat Agarwal (Director Of Operations)

Process of Dazo:

Fig 2. Manual assignment process

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Customer opens Dazo app and orders meal from any listed restaurant

Placed order pops up on the dash board of Dazo as a Pointer

A person has to manually assign the placed order to a delivery boy from the list and inform restaurant to prepare the meal

After assignment the delivery boy gets a message on his Dazo delivery App

Delivery boy checks the message and goes to partner kitchen to pick up the ordered meal

Picked up meal is than delivered to customer

Fig 3. Dazo dash board

This entire process should be completed within 30 min, from time of order received till the meal is delivered.

For single order it is possible to deliver within 30 min, but problem arises when there are orders for multiple

restaurant by the same customer. Currently 35% of orders are of multiple restaurants (No. of restaurants per

order is usually 3). Currently their efficiency to deliver meal in 30 min is 57%.

Problem statement:

During peak hours lot of orders are queued up but they not assigned due to delay in delivery of assigned

meals.

Observation:

1)

After field work and going for delivery with delivery boys, it has been observed that when there are multiple

meals they tend to take wrong decision of route and which restaurant to go first. Best shortest route and

nearest restaurant should be known to them, but this sense of route might differ from person to person.

2)

Other observation was poor assignment as it was done manually. Manual assignment was time taking and

also high chances of wrong assignment of orders to wrong delivery boy.

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Data analysis:

Fig 4. Single order data

Data for 2 month from 16th May to 16th July. Data is for single order delivery time. Orders delivered within

10, 20, 30, 40, 50 and 60 min. Data is focused for 30 min and 40 min delivery.

0.00 1.00 2.00 3.00 4.00 5.00 6.00 7.000.00

10.00

20.00

30.00

40.00

50.00

60.00

70.00

80.00

90.00

% in 30mins% in 40mins

Fig 5. Single order data analysis

Graph represents data analysis for single order delivery time from May to July for 30 min and 40 min.

Fig 6. Multiple order data

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Data for 2 month from 16th May to 16th July. Data is for multiple order delivery time. Orders delivered within

10, 20, 30, 40, 50 and 60 min. Data is focused for 30 min and 40 min delivery.

0.5 1 1.5 2 2.5 3 3.5 4 4.50.00

10.00

20.00

30.00

40.00

50.00

60.00

70.00

% in 30mins% in 40mins

Fig 7. Multiple order data analysis

Graph represents data analysis for multiple order delivery time from May to July for 30 min and 40 min.

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Solution:

1) Using algorithm automatically find the shortest route and guide accordingly to the delivery boys.

2) Automate the order assignment process.

To automate this I have prepared an algorithm. Every delivery boy has a Dazo delivery app on their GPS

activated phone to view the assigned orders and customer details. Using GPS tracking we can view the exact

location of delivery boys from our Dazo dash board.

First some operational changes are required like every delivery boys should be assigned to a particular

restaurant or a spot. Exact location of all the restaurants should be feed in the database using Geo mapping

tool.

Auto assignment and routing process:

For assignment few conditions need to be followed

1) When an order is placed the system will check the location of the customer using geo map tool and

store his/her location in the system.

2) System will check the order placed for which partner restaurant and no of meals.

3) Now the system will create a path between all the restaurants & the customer to find time and

distance for each path. Using shortest path technique we can find the starting node restaurant for

pick-up of meal.

4) After the starting node of the restaurant has been decided the system will look for nearest free

delivery boy by tracking its GPS location.

5) The system will create path between delivery boy and starting node to find exact time of delivery to

customer.

6) The system will then assign the order to that delivery boy.

7) The flow map of the pick-up and delivery location will be sent to deliver boy on his delivery app.

8) If no free delivery boy is free then the order will be queued and wait for the availability of Delivery

boys on FCFS bases of the order placed.

9) The delivery boy will mark delivered after order has been completed.

10) The delivery boy will get new order in the queue or will be instructed by the prefaded information.

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This entire process from ordered placed to ordered delivered has to be completed within 30 min.

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When an order is placed the system will check the location of the customer using geo map tool and store his/her location in

the system

System will check the order placed for which

partner restaurant and no of meals

Now the system will create a path between all

the restaurants & the customer to find time and

distance for each path. Using shortest path

technique we can find the starting node restaurant

for pick-up of meal

After the starting node of the restaurant has been decided the system will

look for nearest free delivery boy by tracking

its GPS location

The system will create path between delivery

boy and starting node to find exact time of delivery

to customer

The system will then assign the order to that

delivery boy

The flow map of the pick-up and delivery location

will be sent to deliver boy on his delivery app

Is delivery boy free?

The delivery boy will mark delivered after order has

been completed

Will wait for next instruction by the

prefaded condition in the system

Is there any order in Q?

Stack the order in the queue on FCFS base

NO

YES

YES

NO

The above flowchart represents working of the algorithm.

Logical working:

Fig 8. Dash Board: Placed order by customer

When customer places an order his location is accurately tracked using GPS and stored in the database at

backend.

Fig 9. Dash board: Order to the Restaurants

Partner kitchen order is evaluated and restaurants location is assigned to the customer location database.

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Fig 10. Dash board: Calculation of path

Calculating distance and time between restaurants and customer using geo map tool.

Fig 11. Dash board: Finding shortest path

In order to find the shortest path and starting node, the system will analysis all the possibilities considering D

as end node as follows:

Starting from A

A B C

Path 1: 7------5------4=16

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A

B

C

D

A C B

Path 2: 9------5------8=22

Starting from B

B C A

Path 3: 5------9------7=21

B A C

Path 4: 7------9------4=20

Starting from C

C A B

Path 5: 5------7------9=21

C B A

Path 6: 5------7------7=19

Path 1 is the shortest path so will start from A-B-C-D

Fig 12. Dash board: Tracking free delivery boys

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Node A will be the starting pointing and system will search for free delivery boys.

Fig 13. Dash board: Finding nearest delivery boy

System will calculate the distance between Node A and all delivery boys.

Fig 14. Dash board: Assigning delivery the order

Nearest delivery will be assigned the order and exact time of delivery will be calculated.

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Apart from this project I had done work in other departments at Dazo:

I) Recruitment and Training of delivery boys:

Dazo being a start-up food tech company they required delivery boys to be recruited for their

delivery needs. I had to recruit delivery boys frequently for the company. Till date I have

recruited 35 delivery boys through Team Lease and Team HR.

Other task was to train delivery boys about the App and also behavioral training to give better

experience to our customers. I had to prepare a train doc and presentation to explain about

delivery app.

Delivery Executive Training Doc

1. Explain what is Dazo

Dazo is a food court on internet. Customers can order food of their choice on their mobile phone app.

We cook food in our kitchen as well as ask our partner chefs to curate meals in their kitchen and then

deliver it to customers when they are hungry.

2. Explain who is our customer

Our customer typically works in IT/Computer company. They are young people from 22-35 years

age. They are very well educated. They all carry a good mobile phone and are very good with

computers. They all speak english. Some of them speak hindi and some others speak Kannada. But

don’t assume customers to speak kannada. Always expect to talk in English.

3. Explain why we need to keep customers happy

Our customers are very good with computers. If they are little bit unhappy they would very quickly

put bad things about Dazo on internet. They will also spread the word that Dazo is not good. One

unhappy customer will take away 5 happy customers. Hence you need to be very careful in dealing

with customer.

4. Explain that they can’t share any information with anyone who is outside the company

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You are not authorized to share any kind of information with anyone outside the company. We

regularly ask our customers to test you on this (and they may ask you strange questions). You must

remember this. You should politely say “Sir I do not have information on this”. Any violation will be

severely punished.

5. Explain how does Dazo work

Dazo has a mobile app on Android phone. Customers can download the mobile app. Every day in

morning, they can open the app and see what all we are cooking. They can order the food from their

mobile app. They can order any number of plates from their mobile app.

6. Show them demo of Dazo consumer App

Fig 15 .App 3 step ordering process

7. Explain them promise of Dazo to customers

We promise to deliver food to customers with in 30 mins of their ordering. And THAT IS WHY you

need to hurry up in every delivery.

8. Explain what to wear when going to customer

a. Make sure you are wearing Dazo shirt & cap

b. If you don’t have your shirt/cap then ask from delivery manager

c. If you are not able to wear your Dazo shirt/Cap, you must ask for permission from delivery

manager before starting work.

9. Explain that we call delivery executive as “Cibo Server” and not delivery boy

Shashaank to fill and rebrand with new name

10. Explain how they should address the customer23

a. “Sir [if male] or Madam [if female]. Good morning. I am your Cibo Server from Dazo.

11. Explain the complete delivery process

a. Before Delivery

i. Make sure you are at your origin point by your assigned time

ii. Make sure you are wearing Dazo shirt & cap

iii. Make sure you are carrying change of 100 rupees. If you don’t have change then ask

from your delivery manager.

iv. Make sure you have petrol in the bike

v. Have minimum Rs.50 talktime in the phone

vi. Check if internet is working, if not - recharge if data is exhausted (deducted from

delivery boy salary)

vii. Carry a water bottle with you

viii. Carry a pen

ix. Phone is charged by more than 80%

b. During Delivery:

i. Keep refreshing the app to check for new orders

ii. When you deliver an order – Collect the displayed amount on the App and mark it

delivered before you leave. Once you have marked the ordered delivered - check for

all orders and before proceeding to next one, mark it activated and only then leave

iii. If the person tells you he is in meeting - either leave it with the company guard with

the full name of customer & phone

iv. If order is cancelled by the customer inform your delivery manager.

v. If phone no or address is new or suspicious, call the customer and confirm the order

placed.

vi. Use map option on DAZO app to get approximate location of the customer.

vii. Check the packing properly and verify the order before picking it up from refill point/

partners/ kitchen.

viii. Complete the first assigned order and then go for the next assigned order.

c. After Delivery

i. Go back to meet delivery manager and settle accounts.

ii. Give total amount collected of all kinds back to delivery manager

iii. Give accounts broken by

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1. Cash collected for sale today

2. Cash collected by wallet customers

3. Cash collected for old outstanding amount

4. Cash that was not collected from customer due to change or any other reason

12. What to do if?

a. Customer doesn’t have change?

Say that it’s fine. Take round figure amount from customer and tell that you can take

remaining amount later or refund change later. If customer insists to pay money next time you

should agree to that. When leaving make sure you acknowledge how much amount you need

to return or you need to take.

b. What if customer has few rupees less?

Say that no problem. Tell that you can collect remaining amount when customer orders next

time.

c. Customer gives extra tip?

Tips are NOT allowed in Dazo. If a customer gives you tip, please return it back politely

saying that tips are not allowed in Dazo. We just want customer to be happy. [Please note that

we do regular audit with customers. Anyone taking tip will be heavily penalized]

d. You are not able to locate customer’s place?

Call your reporting manager - first tell him where you are and then inform him where the

order is.

e. You are not able to connect to customers phone or Customer isn’t picking up phone?

If a customer doesn’t pick the phone, try 3 times and wait for 10 mins. Otherwise leave the

place and come back. Report to your manager that the person did not pick up and you will try

delivery later

f. Customer isn’t coming to pick food?

Call him again and let him know know politely that you have to leave for next order

You are not able to locate customer’s place on google maps?

You just can’t find customer’s location after all efforts?

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g. Customer refuses to take food?

Do not push to give him food, if you are late. Just apologize and tell you will try to give a

better experience next time.

h. Customer asks for extra delivery of food?

We carry food as per order. We request you to order with Dazo app and you will have it

delivered in the next 30mins

i. Someone asks you “what is Dazo”

Say that “Dazo delivers great home made and great food to your doorstep in 30 mins. You

can download our app from app store and order food in less than 10 seconds”

j. What if food is late and customer is unhappy?

Apologize to the customer - first inform him why you were late (got lost/another customer

took time) - then if someone is really unhappy, offer him the free meal and report to the

manager during accounts on why you do not have collection for that.

k. What if meal package gets damage?

Call your delivery manager and tell about the damage. Apologize to the customer and tell him

that the meal will get replaced with new meal or if same meal is not available then ask if

customer would prefer for alternative meal or nothing is available then apologize and tell the

customer that this won’t happen again.

APP Training slides

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27

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Fig 16. Delivery boys App presentation slide

II) Daily COD collection:

Dazo has both system wallet as well as COD. 80 % of Dazo sales is via COD. Everyday cash

collection was done and report according Delivery boys was maintained.

Fig 17. Collection sheet format

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III) Procurement and supply of food packaging material, Tshirts, Mobile phones and Bags:

As Dazo provides curated meals, they have some standard packaging for their meals. Maintaining

the purchase and distribution of packaging to our partners was maintained on daily bases. Also

Dazo use to provide Delivery boys with Tshirts, Mobile phones and Bags.

Fig 18. Dazo Tshirt

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Fig 19. Dazo Delivery Bags

Fig 20. Dazo Delivery fleet

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IV) Acquiring new partners:

Dazo is expanding all around Bangalore with requirement of new partner in every zone. I had to

search new partner based on Zone, Food type and rating on net. After filtering out I use go to

restaurants and propose the concept of Dazo. If they are interested than I use to prepare

specialized menu for each partner according to partners food specialty.

Fig 21. Search list of partners

Fig 22. Menu preparation for partners

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V) Daily sales report :

I prepared a format for daily sales report system for partners as it was not automated. Email use

to go to partners for daily sales report.

Fig 23. Daily sales report for partners.

CONCLUSION

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From this study, it can be concluded that automating of the Assignment process will be highly essential

when orders starts increasing even marginally. As it is now handled manually, errors in assigning is bound to

happen. For reaching the goal of delivering food to customers within 30 minutes, proper automation of

assigning and routing systems should be given a priority, as it will increase the efficiency of food delivery

even during peak hours. Integrating the Customer APP with the Dazo dash board, Delivery Boy APP, should

be done.

Another important suggestion would be including the partners in the process of daily operations. Thus,

creating an integrated system with a Partner APP can help not only in placing orders to the partners, but also

it can be helpful for everyone to update the menu, quantity of meals required, quantity of plates cancelled or

wasted, new replaced orders etc. This will also help create a transparent system where partner kitchens have

the autonomy to set their own menu every day and also their respective quantities.

The percentage of food delivered in 30 minutes almost fulfills the target of the company, but the same

cannot be said for multiple orders involving more than 1 kitchen. The company should conduct proper

surveys and decide whether splitting future orders according to the kitchens is a feasible idea or not. And

whether it meets the expectations of the customers at large.

The company should also focus on having a proper Supply-Demand Forecast to avoid shortage or wastage of

raw materials. Forecasting Techniques like Moving Average Method, Smoothing with trend, Seasonal

Smoothing Methods are more useful for established companies, but still it can be used to calculate and find a

fixed variable with some semi-variable values. This will help to have a required raw materials analysis per

day. This per day raw materials requirements can be communicated to the partners beforehand, which will

help reduce wastage and also maintain the quality of food served to the customers.

Dazo should focus on Reverse Supply Chain Management, i.e. recycling of used plates and spoons.

Everyday Dazo serves food to hundreds of customers. Most of these customers are populated in their

corporate offices. The company can create special Dazo Dustbins and put them in the offices for collecting

the plates and spoons. These waste plates can be recycled, instead of throwing them away and polluting the

environment.

Since Food tech industry is having a neck-to-neck competition, especially in Metro cities like Bangalore,

companies should look for more opportunities to grab the attention of customers and create an impression of

being an eco-friendly company, which is trying to reduce pollution and reduce garbage as much as possible.

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BIBLIOGRAPHY

(n.d.). Retrieved from DAZO: http://dazo.in/

Abhash Kumar. (2015, April 29). Foodtech startup Tapcibo rebrands to Dazo, raises seed funding from CommonFloor, TaxiForSure Co-Founders, others. Retrieved from Your Story: http://yourstory.com/2015/04/tapcibo-dazo-funding/

Dazo Food Ordering Bangalore. (2015). Retrieved from Google Play: https://play.google.com/store/apps/details?id=com.tapcibo.tapcibo&hl=en

Hiral Trivedi. (2015, April 29). Mobile-only food ordering startup Tapcibo rebrands as Dazo, gets fresh funding. Retrieved from VCCIRCLE: http://www.vccircle.com/news/technology/2015/04/29/mobile-only-food-ordering-startup-tapcibo-rebrands-dazo-gets-fresh

Wikipedia. (2015, July 12). Shortest path routing. Retrieved from Wikipedia: https://en.wikipedia.org/wiki/K_shortest_path_routing

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