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| FULFILLMENT |
Home Delivery This is the most popular form of order fulfillment. Where both home delivery and pick-up are offered, Home delivery is used by approximately 80% of customers. Customers will typically be offered two or three delivery slots per day to choose from and the length of the slot will depend on traffic and demand. For example; an evening slot may be three hours long (e.g. 6pm to 9 pm) to allow for the fact that rush-hour traffic and greater demand for that slot would put strain on a 2-hour delivery window.
Cities that are being delivered to are broken down by zip code and each picking store ‘services’ a number of zip codes. However, a store’s delivery area may be further broken down to best utilize trucks and to cope with demand. For example, a store may service 20 zip codes, but those zip codes may be further sub-divided into 12+8 because the 8 zip codes provide a lot of orders.
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Delivery Slots
The delivery slots would then be structured accordingly, so that a zip code with a lot of stay-at-home Moms would be given more slots during the day, but an area with young professionals would be afforded more evening slots. It is important to continually monitor zip codes, slots and demand so that the model may be altered as demand dictates.
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Orders are best delivered in temperature-controlled vans with the labeled totes stored in separate ambient, chilled and frozen compartments. Some companies deliver in normal non-refrigerated vans and use dry ice to keep orders chilled, but this is a practice that is illegal in many states and is not to be recommended for food safety reasons.
Finally, it must be impressed upon the delivery drivers that they are ambassadors for your company. They are the only face that the customer sees and so they must be clean, well dressed and cordial at all times. | | |
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