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
  • Shipments/FTE
  • Net stops / FTE

3.

Ensure Performance Driven Culture

· Adherence to Performance Management system timelines and guidelines

4.

Drive employee morale and engagement

· PDA Attrition (%)