Business Intelligence Case Study
- Pizza Delivery Scheduled By Cognos 8
Pizza delivery seems pretty simple - a customer calls, someone
takes the order and tells the customer it will be there in 20 minutes.
If it arrives in 45 minutes - whilst albeit hot and yummy - the
customer is dissappointed.
Key Business Requirement
Pizza maker Papa Gino's shared the growling customers hunger pains
and decided to make delivery time a key performance indicator in
its operation to meet customer satisfaction targets.
Improved Customer Satisfaction, Improved Process Performance, More
Accurate Planning & Scheduling.
With more than 370 Papa Gino's pizzerias and D'Angelo sandwich
shops, this was a pretty big undertaking. About one-third of Papa
Gino's pizza business come from customers placing home-delivery
orders - so to monitor and measure and improve a third of their
business was an ambitious project.
In December 2007, Papa Gino's began analysing delivery data with
Cognos 8 business intelligence software.
The results were immediate and tangible. Customer satisfaction
levels improved when pizza buyers were given more accurate delivery
Previously, the point-of-sale system clocked the time:
- A customer order is received
- Delivery time the customer is promised
- When the delivery left the store
- When he or she returned.
But the information was stored in spreadsheets and was hard to
In comparision, Cognos 8 is used to analyse the data and look for
exceptions in an effort to improve delivery-time estimates. This
helped restaurant managers set better customer expectations and
possibly how to speed up deliveries.
In addition, improved forecasting capabilities has given store
managers a better idea of how much product they should order and
how many workers they should schedule.
Planned Next Step
The data BI generates can help them be more creative in their business
performance improvement efforts.
- Customer satisfaction increased
- Business processes were improved
- Materials planning and scheduling reduced costs
- Staff scheduling ensured delivery targets could be met and reduced
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