Best Buy / Delivery operations
Same-day delivery pilot
The pilot had a real goal but not much of an operating playbook. I helped turn it into something stores and drivers could actually run day to day.
My part
Developed the end-to-end SOP alongside the delivery team, worked around routing limitations, and supplied field feedback to the application team.
The outcome
Key procedures were adopted regionally. Across the broader operation, on-time performance moved from roughly 80% to the mid-90s year over year. That was a larger team’s result, with this work contributing to it.
Explore the delivery handoffsStores, drivers, and application teams.
- 01Stores
Consistent staging and order verification.
- 02Drivers
Workable routes, handoffs, and coverage.
- 03Application teams
Field feedback on the tools and process.
Illustrated reconstruction, not an internal Best Buy document.
More about the buildImplementation details and decisions.
What needed to be documented
Stores needed a consistent way to stage and hand off orders. Drivers needed routes, verification steps, and coverage when something changed. The routing tools had limitations that became obvious in daily use.