The Scenario
A new grocery delivery app is losing money because drivers are waiting 15 minutes outside apartments when customers don't answer the intercom. They return the groceries, the cold chain breaks, and the food is written off. You need a strict "Customer Not Home" protocol.
The Brief
Design a Last-Mile SOP that balances customer service with driver efficiency and cold-chain compliance.
Deliverables
- The step-by-step protocol for the driver when a customer does not answer
- The exact time limit the driver is allowed to wait
- The script the driver must use when calling the customer
- The policy on what to do with the groceries if the delivery fails (e.g., leave at gate vs. return to dark store)
Submission Guidance
Drivers need binary rules. "Wait a reasonable amount of time" is bad ops. "Wait exactly 5 minutes, call twice, then swipe Failed" is good ops.
Submit Your Work
Your submission is graded against the rubric on the right. If you pass, you get a public Badge URL you can share on LinkedIn. There is no draft save, so work offline first and paste your finished response here.