Key Result Areas and Key Performance Indicators-
S.no Key Result Areas Key Performance Indicators
1. Drive service quality and excellence · Delivery performance of inbound DP within 4 hours of load arrival
· % undelivered shipments
· % Return to origin (RTOs)
· Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and information upload, closure of exception cases etc
· Achievement of target NPS Scores for the service center
· COD cash tally (Number of instances of errors in cash tally)
2. Drive Operations Process Efficiency and capability • % increase in operational productivity in the service center
o Shipments/FTE
o Net stops / FTE
3. Ensure Performance Driven Culture · Adherence to Performance Management system timelines and guidelines
4. Drive employee morale and engagement · PDA Attrition (%)