- 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)
- Drive Operations Process Efficiency and capability
- % increase in operational productivity in the service center
- Shipments/FTE
- Net stops / FTE
- Ensure Performance Driven Culture
- Adherence to Performance Management system timelines and guidelines
- Drive employee morale and engagement
- PDA Attrition (%)