University of sulaimani
College of commerce
Department of project managemenm
HOW TO DELIVER ONLINE ORDERS TO MEET CUSTOMER
EXPECTATIONS
Prepared
Dania Ahmed
Supervised
Tutor Sarhang
HOW TO DELIVER ONLINE ORDERS TO MEET CUSTOMER
EXPECTATIONS
● DELIVERY AS A SERVICE (DAAS) IS DEFINED AS A
SERVICE-ORIENTED DELIVERY AND BUSINESS
PROCESSES IN LINE WITH CUSTOMER
EXPECTATIONS AND NEEDS IN THE ON-DEMAND
ECONOMY.
● GREAT CUSTOMER SERVICE MEANS FOLLOWING
BEST PRACTICES LIKE VALUING CUSTOMERS' TIME,
HAVING A PLEASANT ATTITUDE, AND PROVIDING
KNOWLEDGEABLE AND RESOURCEFUL
RESOURCES, BUT THAT YOU ALSO TAKE THINGS A
STEP FURTHER TO EXCEED RATHER THAN JUST
MEET EXPECTATIONS
SUCCESSFUL FULFILMENT OF A CUSTOMER'S ORDER IS
ABOUT MEETING THEIR EXPECTATIONS.
THIS INCLUDES:
1. DELIVERING THE PRODUCT IN PERFECT CONDITION
2. DELIVERING ON TIME
3. KEEPING THE CUSTOMER INFORMED OF ANY DELAYS
AND NEW DELIVERY DATES
4. EFFECTIVE ORDER FULFILMENT FOR CUSTOMER
SATISFACTION
5. USE THE FOLLOWING TIPS TO HELP ENSURE THAT
YOUR FULFILMENT PROCESS PROVIDES A
SATISFACTORY CONCLUSION TO THE WHOLE
PURCHASING CYCLE.
6. PROCESS ALL ORDERS AT A LINE-ITEM LEVEL, SO
THAT EACH INDIVIDUAL ITEM ORDERED IS CLEARLY
IDENTIFIED. THIS IS PARTICULARLY IMPORTANT WHERE
A CUSTOMER PLACES A MULTI-ITEM ORDER AND ONE
OR TWO OF THESE ITEMS ARE OUT OF STOCK.
7. PERSONALISE ORDERS SO THAT THE CUSTOMER
FEELS THAT FULL ACCOUNT HAS BEEN TAKEN OF THEIR
INDIVIDUAL NEEDS.
8. TRACK THE STATUS OF THE ORDER SO THAT ANY
CUSTOMER ENQUIRY CAN BE RESOLVED PROMPTLY
AND EFFICIENTLY. FORMAL TRACKING O ENSURES THAT
ANY PROBLEMS ARE QUICKLY SPOTTED AND FIXED.
9. COMMUNICATE THE ORDER STATUS TO THE
CUSTOMER TO ENSURE THAT THEY ARE KEPT FULLY
INFORMED OF PROGRESS. MANY CARRIERS NOW USE
EMAIL TO TELL A CUSTOMER THAT AN ORDER HAS BEEN
DISPATCHED. OTHERS USE ONLINE TRACKING SYSTEMS
ALLOWING THE CUSTOMER TO LOG ON TO THEIR
WEBSITE AND CHECK PROGRESS.
9. COMMUNICATE THE ORDER STATUS TO THE
CUSTOMER TO ENSURE THAT THEY ARE KEPT FULLY
INFORMED OF PROGRESS. MANY CARRIERS NOW USE
EMAIL TO TELL A CUSTOMER THAT AN ORDER HAS BEEN
DISPATCHED. OTHERS USE ONLINE TRACKING SYSTEMS
ALLOWING THE CUSTOMER TO LOG ON TO THEIR
WEBSITE AND CHECK PROGRESS.
10. TURN THE ORDER AROUND QUICKLY, PREFERABLY
WITHIN 24 HOURS. THE CUSTOMER WILL BE KEEN TO
HAVE THEIR ORDER DELIVERED AS SOON AS POSSIBLE.
ANY DELAY IN ACTUALLY DISPATCHING IT WILL HAVE A
NEGATIVE IMPACT.
11. CONSIDER YOUR PACKAGING NOT ONLY IN TERMS
OF ENSURING SAFE DELIVERY, BUT ALSO IN RELATION
TO BRANDING ON THE OUTSIDE. THINK ABOUT WHAT
YOU CAN PUT INSIDE THE PACKAGE THAT MIGHT
INCREASE THE LIKELIHOOD OF ADDITIONAL SALES, EG
BROCHURES AND SPECIAL OFFERS.
12. BE PRACTICAL ABOUT DELIVERY AND ENSURE THAT
YOU SET REALISTIC CUSTOMER EXPECTATIONS IN
TERMS OF THE LIKELY DELIVERY DATE.
13. MANAGE THE DIFFERING SCALES OF BUSINESS BY
ENSURING THAT YOU HAVE THE RESOURCES TO
HANDLE THE PEAKS AND TROUGHS OF DEMAND.
14. CHOOSE THE RIGHT CARRIER IF YOU DECIDE TO
OUTSOURCE YOUR DISTRIBUTION ACTIVITY, ESPECIALLY
IF YOUR PRODUCT REQUIRES SPECIAL HANDLING.
NEGOTIATE GUARANTEED DELIVERY TIMES WITH YOUR
CARRIER OR SET SERVICE LEVEL AGREEMENTS THAT
THEY MUST MEET.
15. HANDLE RETURNS EFFICIENTLY AND EFFECTIVELY,
AND ENSURE THAT ANY CUSTOMER COMPLAINTS IS
QUICKLY AND PROFESSIONALLY RESOLVED.
● COLLECTION AND DELIVERY POINTS (CDPS) HAVE
BEEN PROVED TO BE EFFICIENT IN TERMS OF
DECREASING THE OCCURRENCE OF FIRST-TIME
FAILED DELIVERIES AND DELIVERY COSTS OF
GOODS BOUGHT ONLINE IN EUROPEAN COUNTRIES.
HOWEVER, CDPS HAVE ONLY RECENTLY BEEN
INTRODUCED IN NEW ZEALAND, AND SERVICE
PROVIDERS ARE TRIALLING WITH A FEW CDPS
ESTABLISHED IN LARGER CITIES, SUCH AS
AUCKLAND, WELLINGTON AND CHRISTCHURCH.
SELECTION OF CDP LOCATIONS ON AN AD- 4 HOC
BASIS IS LIKELY TO BE EXPENSIVE FOR SERVICE
PROVIDERS AND THE ADOPTED LOCATION
CONFIGURATION MAY NOT BE ABLE TO ATTRACT
THE DESIRED CONSUMER PATRONAGE. THUS,
SELECTION OF LOCATIONS AND THE DENSITY OF
CDPS NEEDS TO BE DONE ON THE BASIS OF
CONSIDERING FACTORS, SUCH AS CONSUMERS’
DISTRIBUTION PATTERN AND ACCESSIBILITY TO
POTENTIAL CDP LOCATIONS. THIS STUDY AIMED TO
IDENTIFY THE OPTIMAL DENSITY AND LOCATIONS
FOR ESTABLISHING CDPS, USING CHRISTCHURCH
AS A CASE STUDY. A SET-COVERING PROBLEM
APPROACH TO LOCATING FACILITIES WAS
ADOPTED, TAKING CITY DEMOGRAPHICS AND
TRAVEL DISTANCES BETWEEN POPULATION
CENTRES AND POTENTIAL FACILITY LOCATIONS
INTO CONSIDERATION. NON-CONVENTIONAL CDPS,
SUCH AS DAIRIES AND SUPERMARKETS WERE
FOUND TO BE MORE ACCESSIBLE, AND THUS MAY
WELL PROVE TO BE EFFICIENT FOR LOCATING
CDPS THAN TRADITIONAL POST SHOPS. THE
RESULTS ALSO SUGGEST THE SPATIAL LOCATION
OF FACILITIES FORMING AN OPTIMAL
CONFIGURATION OF CDPS.
Resource
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