Improving the Last Mile Delivery Process: Case of OZON

Doing business in today's sales industry is a constant search for a way to gain a competitive edge. There are many companies on the market, which can differ significantly in terms of the range of products on offer and price categories, as well as the method of selling. An increasing number of companies are opening up the possibility of shipping goods directly to customers. In addition, the share of companies which do not have physical shops is also growing significantly year by year. Looking at the Russian market, it is also worth noting that the growth rate of online commerce is significantly higher than that of traditional retail. This is an important factor in the attractiveness of this industry for new players. E-Commerce or e-commerce is the multitude of commercial transactions that take place on the internet. In recent years, this type of commerce has shown steady growth in the marketplace and there has been a steady increase in the volume of goods being sold in a variety of new areas and activities. This can include booking and order fulfilment, as well as all transactions which take place through online banking or other electronic means of payment. The problem with this study is the high level of competition in the online commerce market. Despite the existence of major players with extensive experience, such as the focus company, the processes on which the business is based are still sub-optimal and need to be improved. The aim of the paper is to find bottlenecks in the last mile delivery processes of OZON and to develop a set of recommendations to eliminate the identified problems. The object of the research in this paper will be the processes of the focal company related to last mile delivery, in particular the processes of delivery by couriers.