Data-Driven Collection and Delivery Grand Design
: Enhancing Customer Experience Value
Client
Sustainable Shared Transport Co., Ltd.
Sector
Transportation
Challenge
Management Agenda
In the intensifying logistics market, fundamental efficiency improvements in collection and delivery operations and enhancing customer satisfaction were identified as critical initiatives for achieving sustainable growth. Specifically, the situation demanded strategically leveraging the vast amount of data scattered throughout the company to develop a standardized, data-driven "Collection and Delivery Grand Design," moving away from field-led operations that tended to be overly dependent on individual expertise.
Design Insight
Improving collection and delivery efficiency through data utilization requires collaboration across diverse departments and optimization of the entire business process.However, diverse data was scattered across departments, making cross-organizational collaboration difficult. To address this situation, we pursued a "people-centric" approach that goes beyond mere system development. This approach holistically considers data, operations, and employee workstyles to visualize overall optimal data flows and initiatives. We explored its potential to bring new perspectives and deep insights to digital transformation efforts.
Approach
Amidst complex, cross-departmental challenges, we visualized the strategic value of data utilization from a user-centric perspective and presented concrete solutions.By presenting complex data in an easily understandable manner, we facilitated cross-departmental collaboration and promoted company-wide consensus. This process clarified the gap between the ideal state of data utilization and reality. We then designed concrete plans for transforming employee workstyles through data-driven collection and delivery, and for providing new experiential value to customers. We supported the establishment of a foundation for mid-to-long-term digital development.
- Guiding principles for mid-to-long-term digital strategy (Company-wide Delivery Grand Design)
- Plans balancing employee workstyle transformation and customer experience enhancement (Vision Map and Roadmap)
- Data integration and business process visualization (overall optimization diagrams for business and data flows)
- Visualization of shared understanding to accelerate digital development (Concept)
Outcome
We formulated a grand design integrating multi-departmental data from a "user-centric" perspective, streamlining the complex current state. This supported the company-wide shift to data-driven collection and delivery. It dramatically improved field collection/delivery efficiency, enhancing customer satisfaction by providing consistent, high-quality delivery services and customer experiences.
A clear vision and roadmap provided direction to maximize future IT investment returns, aiming for fundamental business transformation that balances management objectives and social contribution—such as addressing driver shortages and reducing environmental impact through lower redelivery rates.
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