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RestOps - Coggle Diagram

- - - - Like rider score – find pain points for different countries and incorporate into vendor score
    - - Countries resistant to implement as it increases offline hours, which impacts growth. COVID helped push out VM, however have high OH now which is a huge pain point
      - Have to keep VM rolled out at 100%, because countries are pushing back due to increased offline hours (countries are more incentivized by this than fail rate).
    - - Reduce / Maintain low fail rates
    - - Unreachable Offlining
        
        Varied unreachable period thresholds for countries before they are offlined
        
        Long-term aim is to bring this down. Countries have pushed-back, hence we compromised by increasing the thresholds
  - - - Reduce cancellations i.e. fails
  - - - Reduce "Product Unavailable" fail rate
- - - - One of JJ's top 3 priorities for 2020
    - - High Fails
        
        VENDOR UNREACHABLE: if the order was sent by fp but didnt arrive on the tablet because of connectivity issues
        
        VENDOR NOT RESPONDING: 'Restaurant cannot be reached via phone to accept an order after it goes to 53'. After 5 minutes, goes to 53. OPT will call the vendor to accept the order or cancel. We send the order to the vendor device, and give some time for the order to be accepted, (e.g. 10 minutes), after which the order will fail
        
        PRODUCT UNAVAILABLE: single or multiple items unavailable
        
        VENDOR CLOSED: not busy, but out of operating hours
      - Low Fails (~0.0%)
        
        WRONG MENU: Order contains item from an old/outdated/unavailable menu. E.g. item from a lunch menu at dinner time.
        
        (PU ONLY) DELAY CUSTOMER LEFT: Pick-up only - customer arrived at the restaurant on time but left again, because the restaurant took too long to prepare the pick-up order
        
        (VD ONLY) WEATHER PROBLEM: restaurant cannot deliver because of the weather situation
        
        (VD ONLY) NO DELIVERY TO THAT ADDRESS: restaurant cannot deliver because the customer address is outside of the delivery area of the restaurant
        
        (VD ONLY) DELIVERY RIDER UNAVAILABLE: restaurant cannot deliver because has no riders available.
        
        (VD ONLY) INCOMPLETE ADDRESS: restaurant could not find customer'`s address.
        
        (VD ONLY) UNABLE TO FIND CUSTOMER: restaurant could not find the customer.
        
        (VD ONLY) RIDER ACCIDENT: Restaurant rider had an accident.
        
        DEAL PROBLEMS: Restaurant does not wish to work with us any more and wants to be taken offline.
      - Medium Fails
        
        TOO BUSY: Restaurant too busy to process this specific order
        
        TECHNICAL PROBLEM: Restaurant cannot process the order because of technical issues, e.g. with the tablet. Can occur before and after accepting the order (status 42).
        
        OTHER: Outdated - not used in backend dropdown: But can still be send by legacy vendor devices (Vendor app, printer, POS)
    - - CANCELLATIONS DASHBOARD: All countries, distribution of fail rate by reason
        
        https://tableau.deliveryhero.net/#/site/Foodora/views/CancellationDashboard/DetailedView/guillaume.charleton@foodpanda.com/Defautlview?:iid=1
      - [has errors - being fixed] LOGISTICS WEEKLY KPIS: Overall vendor fail rate, by country WoW
        
        https://tableau.deliveryhero.net/#/site/Foodora/views/AP-LogisticsWeeklyKPIs/FailRate?:iid=3
  - - - Increase in OH impacts growth; commercial does not like high OH
    - - Vendor Offline Themselves
        
        VENDOR DEVICE: Closed hours due to vendors setting themselves as temporarily offline on device
      - Monitor Offlining
        
        ORDER DECLINED: Closed hours due to order cancellations by vendor
        
        DEVICE OFFLINE: Closed hours due to vendor device not being properly connected or logged in
        
        VENDOR COMPLIANCE: Closed hours due to compliance by vendor
        
        VENDOR COURIER DELAY: Closed hours due to vendor delaying couriers
        
        OTHER: Closed hours due to other Vendor Monitor actions
      - Contact Center
        
        CC Special Day: Closed hours due to CC agents setting vendors as special days
        
        CC Temporarily Closed: Closed hours due to CC agents setting vendors as temporarily closed
      - NA
        
        UNKNOWN: Closed Hours due to unknown sources
    - - indirect KPI of sorts: low offline hour >> helps implement monitor >> keeps our fail rate down
    - - [superseded] LOGISTICS WEEKLY KPIS: Vendor offline %, by country, WoW
        
        https://tableau.deliveryhero.net/#/site/Foodora/views/AP-LogisticsWeeklyKPIs/VendorPerformance?:iid=3
      - RESTAURANT OFFLINE HOURS %: Vendor offline % by reason, country https://tableau.deliveryhero.net/#/site/Foodora/views/RestaurantOfflineHours/EvolutionoverTime?:iid=1
        
        Source of truth - does not match with logistics KPI tableau, or tableau below
      - [superseded??] Offline Hours %: by vertical, day, country
        
        https://tableau.deliveryhero.net/#/site/Foodora/views/APDailyKPI_15796862668490/OfflineHoursKPIDashboard?:iid=6
      - [superseded] COMMERCIAL VENDOR PERFORMANCE: % vendor fails + % closed hours
        
        https://tableau.deliveryhero.net/#/site/Foodora/views/APVendorPerformanceWeekly/OperationalPerformance?:iid=2
      - DATA STUDIO - OFFLINE HOURS VS FAIL RATES: by country, daily, vendor fails vs overall fail
        
        TOTAL OFFLINE HOURS %: https://datastudio.google.com/u/2/reporting/1d03icptIOTuA1ZXJsACUv0q8a0D5J01T/page/5MkMB
        
        MONITOR UNREACHABLE OFFLINING HOURS %: https://datastudio.google.com/u/2/reporting/1d03icptIOTuA1ZXJsACUv0q8a0D5J01T/page/s0ONB
        
        [TO BE EDITED AFTER CHECKING WITH HJ] OFFLINE HOURS % BY REASON: https://datastudio.google.com/u/2/reporting/1d03icptIOTuA1ZXJsACUv0q8a0D5J01T/page/hRmMB
      - % UNREACHABLE DURATION AND % OFFLINE DURATION: %, hours, number of events, number of vendors. by day, country. https://datastudio.google.com/u/2/reporting/1fp3Yw_qKk5SPvCASUL2L7xaLQUDfPr9_/page/MggEB
  - - - % UNREACHABLE DURATION AND % OFFLINE DURATION: %, hours, number of events, number of vendors. by day, country. https://datastudio.google.com/u/2/reporting/1fp3Yw_qKk5SPvCASUL2L7xaLQUDfPr9_/page/MggEB
- - - - Frank: POC
      - PM: Azucena (previously Alex)