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Assignment Title: Assignment 2: Group Report

Subject Number: ISYS 90081
Subject Name: Organisational Processes
Student Name: Shenghua Xu, Wuxi Lu, Weimiao Liu, Yige Li, Fabrizzio Linares
Lecturer/Tutor: Wally Smith
Due Date: 21-10-2016

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File: network\engineering student centre\Forms\eng_assignment_coversheet.pdf

Updated: 20/05/13
Author: lelder
10/22/2016 Process redesign
Deliveroo’s ordering and delivery
process

Shenghua Xu
Wuxi Lu
Weimiao Liu
Yige Li
Fabrizzio Linares
ISYS 90081: ORGANIZATIONAL PROCESSES
MASTER OF INFORMATION SYSTEMS
UNIVERSITY OF MELBOURNE
ISYS 90081 Group 5

Contents
Executive Summary................................................................................................................................. 2
The organization, the target process and the design approach ............................................................. 3
Chosen Redesign principles .................................................................................................................... 3
Group A: Integration ........................................................................................................................... 3
Group B: Activity Elimination .............................................................................................................. 4
Group C: Empower & Flexible Assignment ......................................................................................... 4
Proposed changes ................................................................................................................................... 6
1. ‘On the way’ delivery request (Flexible Assignment) ................................................................. 6
2. Eliminate ‘the driver request' activity of restaurants (Activity Eliminating) .................................. 6
3. Share the driver’s GPS location with the restaurant (Integration) ................................................. 7
4. Give drivers authority to handle simple incidents (Empower) ....................................................... 7
Physical DFD ............................................................................................................................................ 8
BPMN ...................................................................................................................................................... 9
Conclusion ............................................................................................................................................. 10
References ............................................................................................................................................ 11

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ISYS 90081 Group 5

Executive Summary

This paper describes several changes to redesign the ordering and delivery processes in the online
food delivery company Deliveroo. Its approach is to improve or add changes to the actual process.
Specifically, four changes have been made basing on the Principles of Redesign by Dumas et al. (2013)
Firstly, it suggests that when necessary, a food delivery driver will deliver two orders on one trip rather
than deliver them separately. Secondly, the Deliveroo app for driver will immediately allocate a driver
when the ordered restaurant has accepted the order rather than waiting until the food is ready.
Thirdly, restaurants should have access to the driver’s GPS location rather than only knowing what
the drive's status is. Finally, it proposes that drivers should be empowered to request a new driver if
an incident occurs while delivering. The results of the changes will increase the flexibility and reduce
the time to execute this process. A physical DFD and a BPMN diagram are provided to enhance
understanding and model that suggested changes.

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ISYS 90081 Group 5

The organization, the target process and the design approach

Deliveroo is an online food ordering company who also provides food delivering service. In
this process redesign project, we predominantly focus on the ordering and delivery process.
Our overall approach to redesign is an incremental improvement. The delivery process of food
orders is a short yet complicated process. It takes approximately 20 minutes for restaurants
to prepare food once they have accepted an order through the Deliveroo app for restaurants.
Then, Deliveroo’s drivers will pick up the order and deliver it to the customer place.
Nevertheless, many elements for cloud-based calculation including human factors, and other
important factors such as weather or traffic, are all involved. Thus, to make the whole process
more efficient and effective, it is essential to make some improvements on the process.

Indeed, after redesigning, the food ordering and delivering process stays the same; customer
orders food online; restaurant accepts an order and prepares food; driver accepts a request,
picks up food and deliver to customer’s place. The sequence of the food order process didn’t
change; hence, generally our approach is not a radical redesign. It is also not an extension of
the existing process by reason that neither the process is extended nor the tasks increased in
number.

Our proposed redesign is comprised of four changes, focusing on three main principles of
Integration, Activity Elimination, and Empower & Flexible Assignment. With these changes,
the food delivery process of Deliveroo will be streamlined.

Chosen Redesign principles

Group A: Integration

Deliveroo used to share driver’s status with restaurants through the restaurant app (i.e., “driver is on
its way”, “driver has arrived”). However, restaurants cannot know how far a driver is, so they are not
aware of how urgent finalizing a food order is. Thus, if a driver arrives and the food order is not ready,
there will be a waste of time that will affect the cost of the process. To prevent this from happening,
the driver’s GPS location can be shared with the restaurants. If restaurants know the assigned driver’s
location, they can predict at what time the driver will arrive, and arrange their cooking time
accordingly. It will increase the efficiency and flexibility of the process. However, if the assigned driver

21/10/2016 Page 3 of 11
ISYS 90081 Group 5

heads to the restaurant too fast, the latter may cook orders in a hurry which will affect the quality of
the food.

Group B: Activity Elimination

This principle is applied to eliminate the ability of a restaurant to request a driver for delivery.
Deliveroo, after a thorough data analysis, estimated most of the restaurants will finish most of the
orders in 20 minutes. Then the system will request a driver to pick up the order and delivery it. On the
other hand, if restaurants manage to finish an order in less time, it can request a driver before the 20
minutes. Either way a driver will only head to a restaurant after the food is ready. However, the time
that restaurants invest on cooking the orders can have a better use. This time can be used to allocate
a driver and make it arrive the restaurant by the time the food order is ready (i.e., 20 minutes).

Eliminating this activity can save time for the whole process and increase the service quality. In
addition, Deliveroo will gain more control on the process by sending drivers to restaurants directly
without waiting for a request from the latter. However, the cost may increase because drivers may
arrive at restaurants before the cooking has finished, which make drivers wait for several minutes. On
the other hand, flexibility could be lost due to Deliveroo won't know when the food order is ready if
the 20 minutes estimation is not accurate.

Group C: Empower & Flexible Assignment

In this group of principles, firstly, to empower drivers it is suggested giving them the authority to
request a new driver when they suffer some incidents while delivering.

Including an emergency button on the Deliveroo's driver app, will let drivers request a new driver to
replace them when they experiment an issue while delivering (e.g., flat tire). As soon as an incident
occurs that prevent them from picking up or delivering an order, they can press the emergency button
and select an option from a multiple-choice screen. Then, the system will allocate a new driver who
will complete the delivery. This change improves the flexibility for responding issues or incidents.
However, it has disadvantages as well. Drivers can make abuse of this new feature, and request new
drivers for no good reason.

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ISYS 90081 Group 5

Secondly, using Flexible Assignment principle will allow drivers to pick up a 'on the way' delivery order,
but only if the route matches the first accepted delivery and the second order has not been accepted
by any driver after 20 minutes.

This change will increase the efficiency of the process by allocating a driver that it is suitable to pick
up a second order, even though it has been already assigned to another one. Additionally, it will make
the second order arrive at the customer's location as fast as possible, even though that order might
be already late. However, in this situation, the first order might be also delayed due to the driver will
need to make a stop at the second order restaurant. Although it reduces the response time as the
time to assign a new driver. Therefore, the time of process will increase and service quality, such as
customer satisfaction and food quality, will be decreased.

The impact on cost, time, flexibility and quality of the proposed redesigns are depicted in following
figure 1.

Figure 1: Devil's Quadrangle

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ISYS 90081 Group 5

Proposed changes

Figure 2: The four changes made for delivering process

1. ‘On the way’ delivery request (Flexible Assignment)

A driver now can deliver two orders on one trip when he or she is the most suitable one for
the delivery. In the original process, Deliveroo would allocate only one order for each delivery.
However, it is inefficient in some cases. To save time and improve efficiency, we apply this
change to the process. According to the estimation of Deliveroo about food preparation time,
restaurants usually need 20 minutes to prepare the food. If no driver has accepted the
delivery request within 20 minutes after the order is accepted by the restaurant, we will send
the request to the driver who already has an order and is close to the restaurant.

2. Eliminate ‘the driver request' activity of restaurants (Activity Eliminating)

The Deliveroo app for driver will immediately allocate a driver when the ordered restaurant
accepts the order rather than waiting until the food is ready. To be specific, in the original
process, the food preparation time is usually approximately 20 minutes. After twenty
minutes, Deliveroo will start to allocate drivers no matter the food is prepared or not.
Therefore, Deliveroo will waste lots of time on allocating the driver after restaurants prepare
the food. We apply this change to improve the efficiency, especially saving time in the
process. Afterward the change, Deliveroo will be able to allocate drivers while restaurants
prepare the food, hence the time of the process is saved.

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ISYS 90081 Group 5

3. Share the driver’s GPS location with the restaurant (Integration)

Deliveroo will share the driver's GPS location with a restaurant. Originally, there is only a
status displayed with "Driver is on the way", "Driver has arrived", etc., which causes the
restaurant hard to estimate the time left for food preparation. After the change, the
restaurant will be aware how much time it has left to finish an order and hand it out to the
driver. This change could avoid the situation that a driver arrives the restaurant before the
food is ready or possibly the driver might arrive restaurant too late that food is cold already.

4. Give drivers authority to handle simple incidents (Empower)

Drivers are empowered to request a new driver when they suffer an incident. In the original
process, drivers sometimes waste time on contacting the coordinator under unexpected
circumstances. To mitigate the risk of delivery delay due to simple incidents (e.g., flat tire,
bike chain out of rail), Deliveroo should empower drivers to give them the alternative of
emergency button, which enables the system to request a new driver automatically.
Particularly, drivers can report their problems by selecting options provided, and the report
will be stored in the database permanently for future analyzing. The options will include high-
frequent delivery incidents. In terms of requesting a new driver, the system is sending a
delivery request to the nearest available driver, who will pick up the food order and continue
the delivery process so service quality will not be affected by driver's incidents.

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Physical DFD
Account
Registration details
invoice
Record confirmation
record

Client ID
Invoice

Copy of food order

- Client ID
- Food order
Client app

Food order acceptance

- Food order acceptance

Client
- Delivery status Delivery Restaurant App
- Copy of Invoice status

- Immediate
- Incident details delivery request
- Request a new driver
Driver App
- On the way’ - Food delivery - Copy of accepted
- Food order
delivery acceptance or food order
request
- Food order acceptance or rejection - Driver request
- Driver status
rejection - Driver status
Eliminated - Driver’s GPS
Location
- Foor order
Time acceptance
- Food delivery status - Driver request
request
Driver Eliminated
- Urgent food delivery Delivery
request duration
- On the way’ food Delivery record Time Restaurant
delivery request variables status

Time
Operational
Incidents record record
Legend data base

Principle Color
Integration
Activity elimination Food order details
Empower
Flexible Assignment
BPMN
Customer

Submitted food order Rejected food order email Accepted food order email Driver on the way annoucement Driver arrival announcement Food order picked up announcement Driver arrival announcement

Retransmit
Customer app

food order
details
Food order
received
Food order rejection Food order acceptance
email sent to customer email sent to customer

Until a driver
accepts the
Driver app

order
Transmit
Allocate driver
delivery request
New driver request Notify client
received

Head to Head to
restaurant’s Pick up food Deliver food
customer’s
Deliveroo

location order order

Untill all accepted location
Announce arrival Announce food order

conditions
Accepted
requests Announce Announce food order

Normal
are picked up arrival picked up have been delivered

Head to
Emergency Head to pick up Pick up food
customer’s
Driver

Check delivery area order

request location
Delivery Announce food order
request have been delivered Food order

Rejected
accepted delivered

Press
Select
emergency
emergency type
button
Incident Food order
occurred handed out to new driver

Notify supervisor
Restaurant App

Transmit driver
request
Present food order details Retransmit food order
rejection Retransmit food order
acceptance

Food order details Food order rejection Food order acceptance Driver’s GPS location Food order details

Send food order Send food order Deliveroo

rejection acceptance picking up
Restaurant

Rejecte
d

Check food Prepare food Track driver gps Hand out order
order order location to driver
Food order Accept
details received

Activity elimination
Restaurants unable to
request a driver Empower Flexible assignment
anymore
Drivers can request a Driver can accept on
new driver if an the way’ delivery Flexible assignment
incident occurs to requests.
replace them Driver can accept on
the way’ delivery
Request driver
AS-IS version requests.
AS-IS version

Head to Head to Original version

Pick up food Deliver food
Prepare food restaurant’s customer’s
order order
order location location This task doesn’t exist
Announce Announce food order Announce arrival Announce food order on the AS-IS BPMN
20 Minutes arrival picked up have been delivered
Conclusion

This report illustrates four changes which focus on the ordering and delivery process.
Specifically, the change "on the way delivery requirement" basing on the Flexible Assignment
principle, will have a positive effect on saving time; Eliminating 'the driver request' activity of
restaurants will help to enhance the control of the delivering process and to save time;
Sharing the driver’s GPS location with the restaurant" will also enhance the control, save time
and increase the flexibility; and, giving drivers authority to handle simple incidents will
increase the flexibility and reduce cost and time for dealing with unexpected circumstances.
Generally, the redesign will have a positive effect on improving flexibility and saving delivering
time, which result in reducing costs and improving services quality for Deliveroo in future.
References
Dumas, M., La Rosa, M., Mendling, J. & Reijers, H. A., 2013. Fundamentals of Business Process
Management. eBook ed. Berlin: Springer.