Malta, Pedro Manuel Carqueijeiro Espiga da MaiaEssaih, Ayoub2025-11-072025-11-072025-10-28http://hdl.handle.net/10362/190291Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Business IntelligenceThis 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.engQ-commercefood delivery platformsBusiness Process Model and Notation (BPMN)Design Science Research (DSR)operational process redesignlast-mile logisticsSDG 9 - Industry, innovation and infrastructureSDG 11 - Sustainable cities and communitiesSDG 12 - Responsible production and consumptionmaster thesis204073707