Driving Retail Excellence at Reliance Retail
Optimizing operations and customer experiences through innovative retail solutions.
Project @ Reliance Retail
A) Capacity & Utilization Planning - South & East Zone
- Festive Season Planning: Added capacity during peak seasons by analyzing delivery associate and vehicle deployment needs.
- Utilization Reports: Prepared reports on delivery associates vs. vehicles, orders delivered, and minimum order value per DA.
- Productivity Analysis: Evaluated average orders per SDP and bench DA requirements to optimize performance.
- Adhoc Vehicle Optimization: Reduced reliance on adhoc vehicles by improving resource allocation.
Improved delivery capacity by 20% during peak seasons across South and East zones.
B) Support SDP Performance Measurement
- KPI Analysis: Analyzed SDPs based on OFD, % Delivery, % Re-attempt, and % DSR to identify performance gaps.
- Report Development: Created report formats to connect KPIs and highlight weak areas for improvement.
- Return Connection: Monitored return connections to fulfillment centers to streamline reverse logistics.
- Pendency Reduction: Focused on reducing forward and COD deposit pendency to enhance SDP efficiency.
Enhanced SDP efficiency by 25% through targeted KPI improvements.
C) Support Pendency Clearance - South & East Region
- Ageing Clearance: Prioritized clearance of forward and reverse pendency within 5 days to maintain product shelf life.
- Regional Coordination: Managed pendency across 50 East and 150 South city leads for 400 SDPs.
- Process Optimization: Streamlined processes to ensure timely delivery to customers and returns to fulfillment centers.
- Priority Execution: Implemented priority clearance strategies to reduce delays in high-pendency zones.
Reduced pendency by 30% in 400 SDPs across South and East regions.
D) PIS Activation at Single Delivery Point - B2B
- PIS Implementation: Transitioned SDPs from cash deposit to CMS pickup, improving cash flow efficiency.
- Load Segregation: Planned segregation based on load quantity and bank feasibility for smooth CMS adoption.
- Training Programs: Trained Hub In-charges and CTL teams on the new PIS process for seamless execution.
- CMS Coordination: Established coordination with CMS teams to clear COD cash on time from hubs.
Successfully activated PIS across 80% of SDPs, enhancing B2B cash flow.
E) Process Creation - Merchant Dispute and Resolution
- SOP Development: Created detailed SOPs for handling merchant escalations, streamlining resolution processes.
- Process Optimization: Removed unnecessary steps to ensure faster resolution of transport-related queries.
- Team Collaboration: Gathered minute details from teams to draft effective process flows, approved by business heads.
- Enforcement: Enforced individual SOPs for each process step, ensuring consistent and rapid dispute resolution.
Reduced merchant dispute resolution time by 40% with streamlined SOPs.
Pendency Reduction
30% Improvement
SDP Efficiency
25% Increase
Dispute Resolution
40% Faster
Capacity Utilization
20% Boost
Explore more about my expertise in optimizing retail operations and dispute resolution.