Improving Delivery Service at Selco Builders Warehouse

Knowledge Exchange
Project (Assessment 2)

Table of Contents
INTRODUCTION ..........................................................................................................................3
Overview of identified issue...................................................................................................3
Project Background................................................................................................................3
Business case..........................................................................................................................4
Project cost benefit analysis...................................................................................................4
LITERATURE REVIEW................................................................................................................4
2.1 To understand the concept and importance of delivery management..............................4
2.2 To identify the delivery service used by Selco Builders Warehouse company...............6
2.3 To investigate different ways in which Selco Builders Warehouse can improve its delivery
service.....................................................................................................................................6
PROJECT OBJECTIVES................................................................................................................7
PROJECT METHODOLOGY.........................................................................................................8
Data requirement and collection.............................................................................................8
Qualitative and quantitative data............................................................................................9
Research Philosophy ...........................................................................................................10
Project Sample/Participants/Stakeholders............................................................................11
Project deliverables/timescales.............................................................................................11
Summary of risks/limitations...............................................................................................11
PROJECT PLANNING AND RESOURCING PHASE...............................................................11
Resource plan.......................................................................................................................11
PROJECT RESULTS & FINDINGS............................................................................................12
Evidence of activity..............................................................................................................12
Were the project objectives achieved?.................................................................................19
Impact on the business..........................................................................................................20
Sustainability Plan................................................................................................................20
REFLECTION ..............................................................................................................................22
CONCLUSION..............................................................................................................................23
REFERENCES..............................................................................................................................24

INTRODUCTION
Overview of identified issue
Project management is referred to as the application of the processes, skills, knowledge
and methods in order to achieve the specific objectives of the project in accordance with the
project acceptance criteria (Bahman, Greish and Taurin, 2019). Selco builders warehouse is a
company which was founded in 1985 which provides the building trade with the materials. The
organisation have currently 66 branches and is headquartered in Birmingham, United Kingdom.
The company is currently facing problems in their delivery service which is delaying their work.
The company uses variety of delivery services in order enhance their customer experience which
includes next day free delivery, click and deliver and many other. The company is planning to
improve its delivery service and make it more efficient and fast so that the customers can get
attracted towards the company and have wide experience in dealing with it. The company takes
order from both online and offline medium so it is important to screen both methods so that
loopholes in delivery service can be identified and their solutions can be brought in order to
enhance customer experience (Hasegawa, 2018).
Project Background
The Selco builders Warehouse is a national company which deals in building materials.
It is important for the company to utilise its resources in an effective manner so that they can
satisfy the needs of the customers in an efficient manner. This project is carried out with the aim
to identify different ways in which the delivery service of Selco Builders Warehouse can be
improved. Improvement in delivery service will not benefit the organisation with the enhanced
customer experience but will also help it to gain the customer loyalty and retention for longer
time period.
Project Aim
To study different ways of improving the delivery service in Selco Builders Warehouse.
Project Objectives
 To understand the concept and importance of delivery management.
 To identify the delivery service used by Selco Builders Warehouse company.
 To investigate different ways in which Selco Builders Warehouse can improve its
delivery service.

Business case
This project is undertaken for improving the delivery service of the Selco Builders
Warehouse so that customer experience can be enhanced. Making improvements in delivery
service will help the company to satisfy the needs of the customers so that business can grow and
succeed in the market. This project will help the organisation to maintain its stability in the high
competitive market so that objectives of the company can be met on time.
Project cost benefit analysis
This project have many benefits for the company which are illustrated below-
 It will help in enhancing the customer experience.
 It will help to satisfy the needs of the customers.
 This project will help the company to improve its services which will ultimately result in
business growth and success.
In order to undertake the project successfully, following cost shall be incurred which will
help in meeting the project objectives and aims. Cost benefit analysis is referred to as the process
through which the company can analyse its decision, project or system. For undertaking this
project, £20000 cost shall be incurred which is equivalent to the benefits which is attached with
this project.
LITERATURE REVIEW
2.1 To understand the concept and importance of delivery management.
According to Staff Writer (2020), delivery management can be defined as the function
which involves applying the processes in order to ensure that the goods are efficiently and
effectively transferred from one place to another. Due to increase in the customer expectations,
this function have taken the rise and is demanded. A service delivery is a kind of special process
which describes the complete and integrated approach in order to perform the specific kind of
project. There are four elements to the successful service delivery system which includes the
following- Service culture- It is built on the elements of the leadership norms, principles, vision,
work habits and values. It is important to have the superior service delievry system and
once it is established, there is no component like culture which can contribute to long
term success of the organisation.

 Employee engagement- It includes the attitude of employees, HR processes and purpose
driven leadership. A good service delivery system can be implemented if it has high
skilled employees who have higher engagement in the organisation because it is a
moderator between design and execution of service model. Service quality- It includes the processes, strategies and the system of performance
management. Its design is fundamental to design of overall service management.
 Customer experience- It includes the elements the customer intelligence, continuous
improvement and account management. The successful service delivery only works on
the basis that customer is the part of creation and the delivery of service.
The importance of the delivery management for Selco Builders Warehouse is discussed below-
 A good delivery management will ensure that the customer loyalty is gained as timely
delivery attracts the customers which in turn increases the goodwill of the company.
 A excellent delivery management ensures that the customers get the goods or service on
time which will help in saving the efforts and time of the team so that they can work on
other things also.
 Having an efficient delivery management will help the company to register its customer's
order and assign the driver to each order automatically which will result in automatic
analytics and report generation which will help in monitoring the performance.
 The good delivery management will help the company to keep up with the customers
constantly through the loop of notification in the whole process of delivery. Having live
track of the location will help in enhanced customer experience and will reflect the good
delivery system (Habault, Taniguchi and Yamanaka, 2018).
So Selco Builders Warehouse will get benefit of the above mentioned importance of
delivery system if it works to build the good delivery management by the contribution of whole
team and employees.
2.2 To identify the delivery service used by Selco Builders Warehouse company.
According to Aline Karak and Khaled Abdelghany (2020), delivery service is defined as
the use of transport for delivering the goods, service and people. The company Selco Builders
warehouse uses many delivery service options which helps it to grow and enhance its business in
the competitive world. The following are the methods of delivery service which is used by the
company which are discussed below-

 Click and collect- This methods involves placing the order and collecting from the
company warehouse. The organisation itself does not deliver the goods rather the
customers reach the warehouse directly and collect their order. This gives the right to the
customers to check the items at the warehouse itself. This option is favourable for the
clients who have time pressure for completing the project so they directly visits the
warehouse, place order and collect their order themselves. Click and deliver- Selco Builders Warehouse uses click and deliver option for delivering
the goods to the customers which enables the company to deliver large items to the site
directly. Items such as cement, sand, sheer material and timber are delivered directly to
the site through this delivery service method. This method is used when the customer
orders large bulky items online and makes payment online. Courier delivery service- This method involves delivery of goods through the courier
service where the items are ordered either offline or online and the company delivers the
goods through courier facility. The price for the courier varies from working days and the
time.
 One vehicle delivery service- This method of delivery service includes the vehicle like
trucks which delivers the goods to the site directly. This takes time for delivering the
goods but is favourable for the short distances (Rajeshwari and et. al., 2019).
2.3 To investigate different ways in which Selco Builders Warehouse can improve its delivery
service.
According to Muhammad Kashif javed (2020), Customers are the one who keep the
business going, so it is very important to keep the customers satisfied so that they get better
customer service and this service is directly linked to the goodwill of the business. The whole
procedure of the customer experience begins with the moment when they place the order until
the delivery of the goods. The process of delivery is last point of the contact between the
business and customer. There are many ways in which Selco Builders Warehouse can improve
its delivery service which will help t to improve the business. Some of them are illustrated
below- Variety of delivery options- The business must make sure that it has different delivery
option which may be suited by the customers. The different options will attract5