Operational Serviceability & Delivery Time Analytics

Challenge

A cloud kitchen delivery startup promising 10-minute delivery had no real-time visibility into whether its menu items were actually available when customers tried to order them, or how long it was truly taking to get orders out the door. With 1,000+ SKUs across multiple kitchen locations and thousands of daily orders, operational failures were invisible until customers complained — by which point revenue and reputation were already damaged.

Solution

Designed and built two interconnected real-time operational dashboards. The Item Serviceability Dashboard monitored availability across 1,084 SKUs and three kitchen locations (HSR, BTM, BEL), tracking total hours required versus hours off per item, calculating percentage serviceability at both item and location level, and surfacing a live "Items Not Serviceable" drill-down table allowing operations managers to identify and resolve gaps by slot, kitchen, and item in real time. The Store to Gate Time Dashboard analysed 7,916 orders across delivery time bands (from under 10 minutes to over 60), with geospatial mapping of delivery locations, hourly demand pattern analysis, and full order-level breakdowns covering makeline time, store-to-gate time, gate-to-delivery time, and orders-per-trip ratios — giving operations teams a precise picture of where time was being lost in the delivery chain.

Impact

Gave the operations team their first real-time window into delivery performance and menu availability simultaneously. Serviceability rates were tracked to two decimal places across locations — revealing that HSR kitchen was operating at 86.98% hour serviceability while BTM maintained 100%, enabling targeted operational interventions.

Delivery time analysis across 7,916 orders identified that the overwhelming majority fell within the 0–10 minute store-to-gate band, validating the 10-minute promise — while surfacing the minority of outlier orders driving customer complaints. The dashboards directly supported the A/B testing work that ultimately reduced overall delivery time by 35%.

Topics:

Operational Analytics, Real-Time Dashboard Design, Item Serviceability Tracking, Delivery Time Analysis, Geospatial Analytics, Demand Pattern Analysis, Multi-Location Operations, SKU-Level Performance Monitoring, Time-Band Analysis, Supply Chain Analytics

Tools:

Google BigQuery, Looker Studio, Google Maps API, MySQL, Python

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