Business case (concise): Entering grocery delivery via partner SKUs can expand order frequency, increase basket size, and win weekly retention. Pilot goal: prove unit economics and operational feasibility before scaling. Success criteria in 3 months: positive contribution margin per order (including delivery & picking), <10% on-time SLA misses, <3% fulfillment accuracy errors, CAC payback ≤12 weeks.
Dashboard design (tabs & visuals):
- Executive Summary (single-page)
- KPI tiles: GMV, Orders, AOV, Contribution margin per order, Orders/week from grocery, Active grocery customers, Repeat rate (30/60d)
- Trend sparkline (7/30/90d) and vs-control cohort (non-grocery customers)
- Operations & Fulfillment
- Live funnel: orders accepted → picked → packed → handed to courier → delivered
- SLA heatmap by hour / zone
- Inventory sync success rate and latency (seconds/minutes)
- Picking accuracy and damage rate
- Unit Economics
- Cost breakdown per order: goods cost (partner price) + pick & pack labor + bagging + delivery + returns
- Contribution margin and CAC by channel
- Sensitivity analysis: margin vs delivery distance & order size
- Product & Catalog
- Top SKUs by revenue, velocity, margin
- Out-of-stock incidence and time-to-replenish
- Price variance vs partner catalog
- Quality & CSAT
- Delivery NPS / CSAT, refund rate, complaint rate per 100 orders
- Root-cause drilldowns (late, wrong item, missing, temp issues)
Top KPIs (track continuously):
- GMV from grocery, Orders/week, AOV, Contribution margin/order, Repeat purchase rate (30d), Delivery SLA adherence, Picking accuracy, Inventory sync success %, Refunds/returns %, CSAT.
Data sources to integrate:
- Partner SKU feed (catalog, dimensions, cost, GTIN)
- Inventory syncs / ERP updates (stock levels, replenishment timestamps)
- OMS / order events (timestamps for each fulfillment stage)
- Courier telemetry (ETA, pickups, GPS)
- Financial ledger (costs, fees, promotions)
- CRM / CSAT tools, support tickets
- POS / partner reconciliation for settlement
Operational metrics & alerts (early warning indicators):
- Inventory sync failure rate > 5% or avg latency > 5 minutes —> pause onboarding new SKUs
- Picking accuracy < 97% or damage rate > 1.5% —> investigate fulfillment process
- Delivery SLA misses > 10% sustained for 3 days —> pause geographic expansion
- Contribution margin per order negative for 2 consecutive weeks —> halt marketing spend
- Refund/return rate > 4% or CSAT drop > 10 p.p. month-over-month —> pause scaling
- Partner reconciliation variance > 2% (settlement mismatches) —> stop payouts until resolved
Implementation notes:
- Build automated daily ETL to a BI layer; add near-real-time streams for inventory & courier telemetry.
- Include cohort experiments (promo vs baseline) and holdout regions for causal impact.
- Provide executive weekly brief + playbook: triggers, stakeholders, remedial actions.
This dashboard supports rapid go/no-go decisions: if EWIs breach thresholds, pause scale, run root-cause, implement fixes, then re-evaluate with a focused re-pilot.
