COURSE OVERVIEW:

Welcome to the Last-Mile Prioritisation & Planning in Supply Chain Operations course. This training has been developed to provide you with the tools and strategic insights necessary to manage the final stage of the delivery journey—widely recognised as the most complex and customer-sensitive phase of the supply chain. Effective last-mile planning not only enhances delivery reliability and customer satisfaction but also plays a pivotal role in cost optimisation and brand reputation.

The course begins by exploring the definition and strategic relevance of last-mile delivery. Participants will examine how this critical stage affects overall service performance, particularly in the face of growing customer demands for speed, convenience, and transparency. The section also identifies key trends such as urban congestion, e-commerce growth, and rural delivery challenges that shape last-mile operations in the Australian context.

Understanding the last-mile delivery network is essential to designing effective fulfilment strategies. This section introduces the core components of a last-mile system—including hubs, distribution centres, delivery vehicles, and customer interfaces—and outlines the roles of stakeholders such as shippers, third-party logistics providers, and end consumers. Distinctions between B2B, B2C, and omni-channel models are clarified to support tailored planning approaches.

Customer expectations are at the heart of successful last-mile execution. This section examines delivery time preferences, tracking visibility, flexibility, and service reliability. Participants will analyse how failed deliveries and miscommunication impact customer satisfaction and explore methods for improving service levels through targeted communication and contingency planning.

Order prioritisation plays a critical role in last-mile efficiency. This section guides participants through differentiating between express, standard, and scheduled deliveries based on delivery commitments, service-level agreements (SLAs), and customer priority tiers. The section also addresses fulfilment rules and the handling of backorders and urgent requests.

Effective route planning underpins timely and cost-efficient delivery. This section introduces dynamic routing tools, traffic management data, and real-time scheduling systems to minimise distance, idle time, and delivery delays. Participants will learn how to incorporate vehicle constraints, delivery windows, and driver welfare into daily route planning.

Delivery models are evolving rapidly. This section compares centralised, decentralised, and hybrid last-mile strategies, including the use of micro-fulfilment centres, dark stores, and cross-docking hubs. Participants will assess which models best support flexibility, responsiveness, and cost-effectiveness in various delivery environments.

Dispatch prioritisation begins with smart warehouse coordination. This section focuses on aligning picking and packing operations with delivery routing schedules. Staging, load planning, and dock management are explored to ensure fast handover from warehouse to vehicle without compromising delivery timeframes.

Technology is integral to last-mile visibility and control. Participants will explore the use of real-time GPS tracking, RFID tags, IoT sensors, and route optimisation platforms to streamline operations. Tools that enhance customer experience—such as delivery apps and SMS updates—are also introduced.

Managing delivery fleet resources efficiently ensures service continuity. This section covers driver allocation, shift scheduling, and vehicle selection based on task demands. It also examines the balance between in-house fleets and third-party delivery services, highlighting flexibility and cost considerations.

Urban areas introduce additional complexity to last-mile logistics. Participants will assess delivery strategies for congested city zones, access-restricted buildings, and timed loading windows. Alternative solutions such as e-bikes, electric vans, and pedestrian couriers are considered as part of sustainable urban logistics planning.

Delivery failures must be managed proactively. This section provides guidance on reattempt strategies, exception reporting, and the use of secure alternative delivery points. Participants will also learn how to maintain service credibility through professional handling of issues such as customer absence or address errors.

Reverse logistics is a key element of last-mile efficiency. This section explores how to integrate returns collection into outbound delivery runs, manage return item inspections, and maintain transparency for customers through status tracking and refund processing.

Safety and compliance cannot be overlooked. Participants will review best practices for loading, unloading, and driver conduct, alongside key legal requirements for vehicle operations, risk management, and fatigue prevention in the Australian transport environment.

Customer updates must be timely and accurate. This section explores real-time communication strategies, live ETA tools, and ways to handle last-minute delivery changes professionally. Participants will also examine how to manage inbound customer queries with clarity and confidence.

Measuring last-mile performance is vital for improvement. Participants will review core KPIs including delivery success rate, route efficiency, cost per drop, and customer satisfaction scores. Techniques for analysing trends, identifying inefficiencies, and tracking individual driver performance are also discussed.

Agility and resilience are essential for long-term success. This section supports participants in developing contingency plans for disruptions, assessing alternative delivery models, and embedding flexibility into routing, fulfilment, and communication systems.

By the end of this course, you will have developed a solid understanding of how to plan, prioritise, and execute high-performing last-mile logistics strategies that are cost-effective, customer-centric, and responsive to the realities of modern supply chain operations.

Each section is complemented with examples to illustrate the concepts and techniques discussed.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand the following topics:

1. Introduction to Last-Mile Delivery in the Supply Chain

• Defining the last mile and its strategic importance
• Role of last-mile in customer satisfaction and cost structure
• Challenges and trends in urban and rural deliveries

2. Understanding the Last-Mile Delivery Network

• Key components: hub, distribution centre, delivery vehicle, customer
• Stakeholders involved: shippers, carriers, retailers, and receivers
• Distinctions between B2B, B2C, and omni-channel last-mile models

3. Analysing Customer Expectations and Service Levels

• Delivery speed, time windows, tracking, and flexibility
• Impact of failed deliveries and customer dissatisfaction
• Role of customer communication in meeting expectations

4. Prioritising Orders Based on Delivery Commitments

• Differentiating express, standard, and scheduled deliveries
• Using fulfilment rules based on customer tier, product type, or SLA
• Managing cut-off times, backorders, and same-day requests

5. Categorising and Segmenting Deliveries

• Segmentation based on delivery urgency, size, location, or product category
• Grouping orders for route efficiency (clustered vs individual stops)
• Handling fragile, high-value, or temperature-sensitive items

6. Route Planning and Dynamic Scheduling

• Determining optimal routes using software tools and traffic data
• Planning delivery sequences to minimise distance and delay
• Incorporating driver breaks, vehicle capacities, and access restrictions

7. Last-Mile Delivery Models and Fulfilment Approaches

• Centralised vs decentralised distribution for last-mile services
• Micro-fulfilment centres, dark stores, and cross-docking hubs
• Hybrid approaches combining store-based and depot-based deliveries

8. Warehouse Picking and Dispatch Prioritisation

• Synchronising picking schedules with delivery routes
• Prioritising staging of urgent or high-value items
• Reducing dwell time between pick-pack and loading

9. Technology and Digital Tools for Last-Mile Planning

• Real-time tracking systems (GPS, RFID, IoT sensors)
• Route optimisation and fleet management platforms
• Customer-facing delivery apps and communication tools

10. Managing Delivery Fleet Resources

• Assigning delivery tasks based on driver availability and shift patterns
• Matching vehicle types to delivery volumes and load requirements
• Outsourcing vs managing in-house fleets for flexibility

11. Addressing Urban Delivery Constraints

• Navigating congestion, curfews, parking, and building access
• Using bikes, electric vans, and pedestrian couriers for short-range deliveries
• Coordinating with local councils and compliance zones

12. Handling Delivery Failures and Exceptions

• Managing missed deliveries, incorrect addresses, and customer unavailability
• Implementing re-attempt strategies and alternative drop points
• Documenting proof of delivery (POD) and exception handling procedures

13. Integrating Returns and Reverse Logistics

• Planning collection of returns during delivery runs
• Prioritising return flow visibility for customer transparency
• Managing quality checks, restocking, and refunds

14. Ensuring Health, Safety, and Risk Compliance

• Safe loading, unloading, and driving practices
• Managing risks related to fatigue, handling, and customer interaction
• Legal compliance for commercial vehicle use and documentation

15. Real-Time Communication and Customer Updates

• Providing accurate ETAs and live tracking links
• Proactive updates for delays or delivery changes
• Managing customer queries and last-minute instructions

16. Performance Metrics and Continuous Monitoring

• KPIs: on-time delivery rate, delivery success rate, cost per drop
• Analysing route efficiency and fuel consumption
• Monitoring driver productivity and customer satisfaction feedback

17. Building a Resilient and Agile Last-Mile Strategy

• Creating contingency plans for disruptions and emergencies
• Diversifying delivery models to absorb shocks
• Reviewing and refining planning processes based on real-world feedback

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

COURSE REQUIREMENTS:

You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.

COURSE DELIVERY:

Purchase and download course content.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.