Over the past few years, businesses of all types and sizes have felt the crunch of a tough economy. In order to remain competitive, they’ve been forced to find ways to reduce their costs, while still maintaining the level of service their customers expect. One strategy for accomplishing this has been an increased focus on performance measurement
As the old adage goes, “What gets measured, gets improved.”
Mashable recently explored how the social component of performance measurement has begun making its way to the forefront, and the effect that it could have on businesses.
So how does this apply to a delivery or transportation business?
The industry standard metric for measuring performance has long been “On Time”, and will likely continue to be. This makes sense, because above all else, a package needs to be delivered on time. Its also relatively easy to measure. But measuring alone won’t lead to improvement.
Companies must be able to effectively communicate on-time performance data to their drivers on a regular basis in order to see improvement and change. While a weekly report is good, a daily report is even better, as the events are fresh in everyone’s mind and can be discussed and evaluated with greater accuracy.
One strategy that some companies have employed is to post the on-time performance data from the previous day at their dock or hub each morning. This allows drivers to easily see any areas of concern, and discuss it with their manager or supervisor before departing, so that the same issues don’t continue to plague them on an ongoing basis. It also allows drivers to see the performance of their peers, and offer each other suggestions or ideas for improving.
Including customers in the discussion can yield positive results as well. By providing your clients with access to on-time performance data, it gives your business greater transparency, which can lead to stronger relationships with clients. It can also act as a motivating factor for drivers, as they know any lapse in performance won’t go un-addressed.
In addition to managing information and delivery data, products like Singleview from 4SameDay can also function as an inclusive performance measurement platform, enabling real-time performance tracking, and powerful reporting features.
Ultimately, each company must decide the best path for measuring and maintaining performance. By including managers, drivers, and clients in an ongoing discussion, a solution can always be found.