operations introduction
TRANSCRIPT
1
Operations
Intro
Dear Rider,
everyday we have several points of contact. Hence it is more than on time that we - the smooth operators - introduce ourselves to you. We gathered some pictures of us. We want you to get an impression of who are trying to make everything work as smoothly as possible.
We’d also like to explain a little bit of what we do and what operations actually means.
2
The OperatorWho we are
3
Who are we I
4Our operations team is composed of 5 people. We work together to make sure foodora runs smoothly in the Netherlands.
NigelHead of Operations
at Foodora since: 10/2015
BabsDriver Recruitment
at Foodora since: 10/2015
BasHead of Customer Service
at Foodora since: 02/2016
At foodora, my team and I make sure the ordered food gets delivered on time. When I’m not working I love eating good food or doing fun stuff with my friends, boating through the canals for example!
I started as a driver and now I am responsible for hiring the best drivers in our four foodora cities. Together with my team I make sure all of our drivers have a good time at foodora. Next to my work you can find me on the football pitch and I’m always in for a drink!
Hi! I’m Bas, I live in Amsterdam but am originally from Eindhoven. I love table tennis, so you can always challenge me, I’m usually seated at dispatch. 5€ per game.
Who are we I
5Making sure 500 restaurants cook well, 700 drivers deliver it well and tens of thousands of clients enjoy it is a very complex
business.
DaanPlanning
at Foodora since: 11/2015
VincentSupply Chain Analyst
at Foodora since: 04/2016
Since january I enjoy making your rosters, in my spare time sports are central. I also give personal training. I hope to never see you guys in the no-show meeting.
I look at the numbers within foodora and ways to improve them. Away from my laptop I combine sports with good food and an occasional drink, preferably in an exotic country.
Our tasks
6
What we are doing
What we are doing I
7More orders, more stress for all of us! The smooth operators always try to do their best. Good teamwork between you and the operators is a key factor for success!
● Making sure new drivers will be good drivers, through
training and careful selection
● Hiring the right amount of drivers, to make sure everyone
gets shift and we have enough drivers to get us through
the busy winter
● Keeping track of our current rider base on a personal and
data level
● Daan is in charge of putting 700 drivers in the right shifts at the right
time in 4 cities
● Make sure we have the right equipment at the right times, so we can
handle big orders and long distances (with e-bikes)
● Arrange new drivers on the spot if the weather changes or many
drivers call in sick or don’t show up
● Special events call for special measures, so we handle marathons,
kings day and canal pride differently than a normal day
Hiring the right drivers
Planning
What we are doing II
8We try to identify problems and/or react to informations we receive timely to achieve the best possible service level, looking in the future to streamline the business is another important factor in making sure we stay the best delivery service in town!
● your performance on the road based on some numbers
● the performance of the restaurants
● If you are late or you don’t show up
● with dispatch
● with partnercare (touch point for restaurant communication)
● with you (riders) via whatsapp groups, emails and an occasional call,
you can find us downstairs at times too, to talk to you in person
● with all city-offices and the HQ in Berlin
what we are able to see
who we communicate with
Our working place
9
Let’s show you our workplace
Let’s show you our workplace
10
Just kidding, we work hard to try and make sure we have the right drivers, at the right times at the right amounts. With weather, time of day and the season playing a big role in our business that is harder than it sounds and it requires a lot of thinking ahead as well as changing things on the spot. If it’s pouring outside we might be dry, but it usually means we are very busy trying to make sure orders come in on time. Your feedback on these days is important to us and it’s appreciated a lot!
Funny cat videos
11
We hope you got a small impression on who we are
and what we do!
Looking forward to talking to you soon!