A carregar...
Publicação
Redesigning Delivery Process Models for Q-Commerce: Adaptive BPMN for Real-Time Q-Commerce Fulfillment
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 1.26 MB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
This study examines whether the delivery processes currently used by food-delivery platforms
are adequate for the operational demands of Q-commerce. As delivery companies expand
their product ranges beyond meals and face tighter delivery windows, it becomes necessary
to assess whether existing process models remain fit for purpose. The research follows a
Design Science Research (DSR) approach, guided by the methodology proposed by Venable,
Pries-Heje, and Baskerville (2017), and develops proposals of complementary subprocess
models to adapt the workflow to Q-commerce. The work begins by mapping the standard
food-delivery process and identifying its limitations when applied to non-food categories and
fast-paced urban settings. Semi-structured interviews with professionals from Glovo and
Delivery Hero provided insights into common operational constraints, including dispatch
inefficiencies, limited integration with partners, and difficulties managing exceptions such as
unavailable items or special-order requests. Based on these findings, complementary
subprocess proposals were suggested and validated through expert feedback. The model
introduces structural adjustments to support event-driven operations, real-time feedback,
and category-specific flows. The thesis contributes by clarifying whether traditional fooddelivery processes require adaptation for Q-commerce and by offering practical subprocess
proposals to support that transition.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Business Intelligence
Palavras-chave
Q-commerce food delivery platforms Business Process Model and Notation (BPMN) Design Science Research (DSR) operational process redesign last-mile logistics SDG 9 - Industry, innovation and infrastructure SDG 11 - Sustainable cities and communities SDG 12 - Responsible production and consumption