Introduction
This guide will help you configure your depot scoring system effectively, understand each metric's importance, and set meaningful targets for driver performance evaluation.
1. Configuring Performance Bands
Navigate to "Depot Metrics and Targets" to set up your scoring bands. These bands help categorize performance levels and identify areas for attention.
Setting Performance Levels:
• FANTASTIC PLUS (95-100)
▪ Indicates exceptional service delivery
▪ Reserved for top performers exceeding all targets
• FANTASTIC (90-94.99)
▪ Strong consistent performance
▪ Exceeding standard expectations
• GREAT (80-89.99)
▪ Solid reliable performance
▪ Meeting all core requirements
• FAIR (70-79.99)
▪ Basic acceptable performance
▪ Indicates room for improvement
• POOR (0-69.99)
▪ Below standard performance
▪ Requires immediate attention
💡 Tip: These bands should reflect your operational standards while providing achievable steps for improvement.
2. Setting Metric Weights
In the "Define your weights" section, distribute importance across different metrics. Total must equal 100%.
Key Metrics and Recommended Weights:
• DCR (Delivery Completion Rate) - 20%
▪ Measures successful delivery completion rates
▪ Key indicator of operational effectiveness
▪ Consider route complexity and delivery area characteristics
• DNR DPMO (Did Not Receive/Defects Per Million Opportunities) - 20%
▪ Tracks delivery accuracy and quality
▪ Critical for maintaining service standards
▪ Factor in delivery types and customer requirements
• Customer Escalations - 20%
▪ Monitors customer satisfaction levels
▪ Direct impact on business reputation
▪ Consider service area demographics and delivery complexity
• Photo On Delivery - 20%
▪ Ensures delivery verification compliance
▪ Reduces disputes and claims
▪ Important for service quality assurance
• Contact Compliance - 10%
▪ Measures adherence to communication protocols
▪ Essential for customer service standards
▪ Consider delivery type requirements
• Contract Compliance - 10%
▪ Tracks adherence to service agreements
▪ Maintains operational standards
▪ Reflects professional service delivery
💡 Tip: Adjust weights based on your business priorities while maintaining balance across all metrics.
3. Setting Performance Targets
Configuring Target Values:
1. Select the effective date for new targets
2. For each metric, set:
▪ Minimum threshold (baseline acceptable performance)
▪ Target goal (desired performance level)
Consider When Setting Targets:
• Current Performance Levels
▪ Review historical data
▪ Understand seasonal patterns
▪ Account for operational capabilities
• Business Objectives
▪ Align with company goals
▪ Consider customer expectations
▪ Factor in competitive standards
• Operational Realities
▪ Route characteristics
▪ Delivery volumes
▪ Resource availability
💡 Tip: Set challenging but achievable targets that encourage continuous improvement.
4. Understanding the Scorecard Display
The scorecard shows:
Overall Performance Metrics:
• Total performance score
• Rank among drivers
• Performance trends
• Weekly comparisons
Individual Driver Details:
• Total Score
• DCR percentage
• Delivery counts
• DNR DPMO rates
• POD compliance
• Contact Compliance
• DEX performance
• Focus areas
💡 Tip: Use color coding to quickly identify areas needing attention:
• Green: Meeting/exceeding targets
• Red: Below minimum thresholds
• Yellow: Between minimum and target
Best Practices for Success
Regular Monitoring:
• Review scores weekly
• Track performance trends
• Identify patterns
• Address issues promptly
Performance Management:
• Use data for coaching
• Recognize achievements
• Support improvement efforts
• Provide targeted training
System Maintenance:
• Review targets quarterly
• Adjust weights as needed
• Update bands if required
• Document changes
💡 Tip: Maintain open communication with drivers about expectations and provide regular feedback on performance.
Making Adjustments
When to Review Settings:
• Quarterly business reviews
• Significant operational changes
• New service implementations
• Performance trend changes
What to Review:
• Band thresholds
• Metric weights
• Target values
• Minimum requirements
💡 Tip: Document all changes and communicate updates to stakeholders.
Remember:
• The scoring system is a tool for improvement, not just measurement
• Regular review and adjustment ensures continued effectiveness
• Clear communication helps drive better results
• Support and training are key to achieving targets
By following this guide, you'll be able to configure and maintain an effective depot scoring system that drives performance improvement and maintains high service standards across your operation.