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Delivery Hub facilitates advanced training that speeds up driver development
Driver Development and the Driver Life Cycle
Driver Development and the Driver Life Cycle
Delivery Hub treats driver development as an ongoing and adaptable process.
The Core Habits Training Guide is aligned with the scorecard. Delivery Hub drills down into the numbers to find the delivery methods that produce the best results. By addressing the details, such as running metrics on how to position a package on a porch in a manner that increases customer satisfaction, Delivery Hub gives drivers the tools they need to polish their delivery methods. We also collaborate with elite drivers to learn their methods and share those findings via the Delivery Hub Portal.
The scorecard and process is constantly changing. These changes often complicate processes for DSPs. Delivery Hub researches updates as they occur, develops an approach to addressing changes, and tests that approach with elite drivers. The results are posted for the benefit of the entire team. In that way, changes can be implemented quickly and with little disruption.
The DSP team has seasonal fluctuations in addition to normal turnover. How drivers are initially trained has a big impact on how their habits and skills develop. Because of this, it's important that trainers are properly selected and trained. The Management Hub Portal provides a checklist for trainers. It also allows you to host forms documenting drive-alongs and other notable aspects of training. Delivery Hub keeps a record of every driver, including their start date, end date, and performance history. The number of weeks they have worked is included in the Weekly Review, so the DSP can keep track of how new drivers are performing and how drivers progress over time.
The above chart (based on real data) shows the four stages of the driver life cycle. This type of analysis reveals the importance of building a Delivery Hub Database. Delivery Hub assists DSPs in selecting trainers and building a knowledge base, while identifying critical points in driver development. The specifics of that life cycle are as follows:
Months 1–2: The driver begins with confidence and enthusiasm because the basic delivery process is simple. The driver is learning core habits and delivery muscle memory. In this stage, it is essential that safety and the most efficient delivery process become automatic.
Months 3–4: While the basic delivery process remains simple, the terrain is complex, and drivers often become overwhelmed. They start to discover that there can be disincentives for working hard. For example, if they finish early, they are sent to help a slow driver and the algorithm increases their route size. Their previous enthusiasm for delivery is dampened, and they start to enter the "don't care zone." During this stage, the training needs to help improve the nuances of deliveries while providing encouragement to keep drivers from quitting.
Months 5–7: The driver starts becoming proficient in their delivery skills. Many habits are now automatic, so they can focus more on the specifics of a delivery. For some drivers, working in the "cutting corners zone" now becomes a common practice, which will be identified in Delivery Hub metrics. It's important that drivers who don't cut corners are identified, acknowledged, and incentivized and drivers who do cut corners are provided additional training.
Month 8 and beyond: Drivers are now able to handle complex delivery situations. Those who are elite drivers can complete their route and go weeks at a time without a single negative customer comment. Yes, it took 7 months to fully master the delivery job. That's why driver retention is so important.
Advanced driver development is key to training and retaining elite drivers
Performance
Performance
Typically, the distribution of driver competency follows the 20/60/20 rule:
20% will be excellent
60% will be good
20% will underperform
Delivery Hub drastically shifts that distribution to 50/40/10 by providing:
Precise, actionable, measurements that are easy to communicate and get your entire team on the same page
Ability to incentivize and acknowledge excellent drivers, giving medium drivers a reason to up their game
Training from the driver perspective that shortens the learning curve getting drivers up to speed faster
Feedback for experienced drivers allowing them to fine tune processes and ace the scorecard
Driver loyalty/advocacy feedback systems that promote tenure and reduce turnover
Lets talk metrics:
✔ Does your DSP have a single metric that measures overall performance?
✔ Is there a consistent, accurate metric for every contributing performance factor?
✔ Do you know how to leverage relationships between the metrics to fine-tune your processes?
Measurement
Measurement
The granular and big-picture components need to be measured to determine which actions will move the needle. Delivery Hub provides the following measurement attributes:
Precision
Using a vague descriptor like "someplace over by the mini mart" won't help a driver find a delivery location for a package. Precise coordinates are used to get deliveries to the right place. In the same way, using generalities to gauge where your company stands won't help you position your DSP for success. Knowing exactly where to focus is a game changer.
What is "Fantastic Plus"? It's a measurement on a 5-point scale. So, using a precise mathematical measurement (4.2, for example), rather than a vague descriptor, will show exactly where you land on that scale. Delivery Hub delivers accurate numbers that can be used for historical tracking, benchmarking, and calculating correlations. Once you know what your score is, Delivery Hub will also tell you how to increase it. A DSP needs to be over a score of 4.3 to withstand a Customer Escalation Defect (CED) and maintain Fantastic Plus.
To be fully accurate, "missing data" must be accounted for. The most important missing factor is driver efficiency, which indicates who is doing the most work. Also, up to 40% of customer feedback data can be missing from the scorecard, making it an unreliable source for gauging performance data. Delivery Hub finds that missing data and reports it on a consistent, simple 5-point scale.
Continuity
A DSP is comprised of a group of delivery cycles repeated across daily and yearly cycles. Delivery Hub is a DSP information system that provides the hub around which those cycles revolve. The hub is defined by the overall score of the DSP and the overall score of each driver across a one-month cycle. Continuity is the common thread connecting every cycle and every role at the DSP. It links together drivers on the team and that team of drivers to the owner. Delivery Hub delivers the information that allows owners and drivers to head in the same direction without any disconnects. It keeps the cycles moving smoothly.Integration
Integration functions as the spokes of the system, connecting the hub to the moving parts. It's the way the information system connects all the important elements of the DSP, including efficiency, safety, and quality. Every system runs on energy. The efficiency with which a driver uses energy can be measured by the number of packages each driver delivers weekly and the number of packages they deliver in an hour. Using precise measurements, Delivery Hub identifies drivers who are working in an efficient and sustainable way and those that need some help to get there. If drivers are overworked or under-trained, safety and quality will go down and there will be high turnover. Delivery Hub integrates the data needed to optimize all three: efficiency, safety and quality.
Scorecard Quantitative Translation
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