Escalation Closures | 80% closure of key accounts within 24 Hours |
Key Account Management | Shipper specific target achievement on CX metrices |
Structured & documented performance review with Top cx ( weekly)& Mid tail cx ( Monthly) | |
Loss Control | Claim Settlement: All claim closure within D + 3 months |
100% Closure of Shipment Lifecycle as per SLA within 30 days, 100% NDC within 60 days | |
Forward | Ensure Attempt compliance > 98% , First Attempt Delivery % > 70 %;:CP Breach < 2% ( Inbound & Outbound load ) |
Return | |
RTO% < 15% | |
Return Center Unattempted dwell< 24 hours | |
Return Center shipment ageing closure within 7 days | |
RVP | Fresh RVP Pickup Compliance >= 95%, First RVP Pickup Success >= 85%, Reattempt RVP Pickup Success >= 50% |
RVP ESL adherence > 90%, EOB < 4 days | |
People | Attrition <4% , Structured Monthly performance review and implement scorecard based approach |