Growth Plan | Ref: SDUNU68F
Client/Department: Operations & Dispatch Team
Effective Date: 2026-03-17
This growth plan outlines Lomi Delivery’s strategy to more than double daily deliveries in Q3 through zone expansion, rider capacity growth, and dispatch optimization while improving SLA and customer retention.
Lomi Delivery aims to scale from 120 to 260 daily deliveries in Q3 2026 while maintaining service quality and improving unit economics. Current Baseline: - Average daily orders: 120 - On-time delivery rate: 87% - Active dispatchers: 6 - Active riders: 22 - Monthly repeat customer rate: 31% Q3 Targets: 1) Reach 260 average daily deliveries by end of Q3. 2) Improve on-time delivery performance to 95%. 3) Reduce failed delivery attempts from 11% to 6%. 4) Increase repeat customer rate from 31% to 45%. 5) Grow average monthly revenue by 70%. Execution Strategy: A) Zone Expansion - Add 3 high-demand zones (Bole East, Summit, Jemo). - Launch phased rollout: one zone every 4 weeks. - Assign one dispatcher as zone owner for each new zone. B) Rider Capacity & Productivity - Recruit 14 additional riders in two batches. - Introduce shift planning with peak-hour incentives. - Standardize rider onboarding to 2-day practical training. - KPI: deliveries per rider per day from 5.4 to 7.2. C) Dispatch Optimization - Implement priority tagging for urgent orders. - Add live SLA board for dispatchers every 30 minutes. - Track reassignment reasons and fix recurring bottlenecks. D) Customer Retention - Weekly loyalty campaign for repeat customers. - Recovery voucher sent for delayed orders above SLA. - Corporate account pilot for 10 small businesses. Timeline: Month 1: Recruitment batch 1, zone 1 launch, SLA board setup. Month 2: Recruitment batch 2, zone 2 launch, retention campaign. Month 3: Zone 3 launch, KPI review, operational fine-tuning. Budget Summary (Q3): - Rider recruitment and training: 420,000 ETB - Marketing and retention campaigns: 280,000 ETB - Dispatch tools and operations support: 150,000 ETB - Contingency reserve: 100,000 ETB Total: 950,000 ETB Risk & Mitigation: - Rider churn risk: maintain weekly engagement and attendance bonuses. - Fuel cost fluctuation: introduce distance-based batching and route clustering. - Demand spikes: prepare standby rider pool and overflow partner riders. Governance: - Weekly growth standup (Operations, Dispatch, Customer Support). - Bi-weekly KPI dashboard review by leadership. - Monthly financial and growth checkpoint with action updates.
All department leads are accountable for milestone completion. KPI progress is reviewed weekly and action items must be closed within each review cycle.
Prepared By: Alpha Lencho
Approved By: Kebede Solomon
Client Signatory: Operation Director