SQC_Swiggy_Report.pdf

The study focused on evaluating food delivery time as a critical service quality metric affecting customer satisfaction and operational efficiency. Using structured statistical tools, the project assessed process stability, variability, and capability against defined service standards.

A dataset of delivery times was analyzed and structured into rational subgroups for X̄–R control chart analysis. While the process was statistically stable, capability analysis revealed that it was not consistently meeting specified delivery time limits (Cp = 0.457, Cpk = 0.407).

Tools & Techniques Applied

✔ Check Sheet for structured delay classification

✔ Pareto Analysis to identify major delay contributors

✔ Fishbone (Cause-and-Effect) Diagram for root cause identification

✔ Histogram to analyze delivery time distribution

✔ X̄–R Control Charts to monitor process stability

✔ Process Capability Analysis (Cp & Cpk)

✔ Quality Control & Quality Assurance frameworks

✔ ISO 9001 quality perspective

Key Findings

• The delivery process was statistically stable (all points within control limits).
• Despite stability, the process lacked capability to consistently meet delivery time specifications.
• Medium and low traffic conditions dominated operational workload.
• Delivery time variation was influenced by traffic congestion, restaurant delays, partner allocation, and system inefficiencies.
• Improvement focus should be on variability reduction and better demand-resource alignment.