OPTIMIZING DAILY NEEDS DELIVERY: A COMPREHENSIVE HUMAN RESOURCE STRATEGY FOR SEAMLESS OPERATIONS AND CUSTOMER SATISFACTION

Assignment Taken

STRATEGIC PROPOSAL FOR HUMAN RESOURCE DEPARTMENT FOR DAILY NEED DELIVERY

Case Understanding

Daily Needs Delivery LLP (DND), founded by Sam Malhotra and Rajish Gupta in 2020, is an Indian daily need delivery startup with a unique app-based ordering system. Beginning with a seed capital of INR 15 lakhs, DND operates in three cities: Bengaluru, Delhi, and Hyderabad, offering essential products such as milk, paneer, and curd. The app facilitates monthly subscriptions, delivery scheduling, wallet payments, referrals, and utilizes BHIM UPI for wallet recharges. Despite significant growth reflected in the FY 2021-22 annual sales of INR 117.45 million, DND faces critical challenges. Consumer complaints about missing deliveries triggered investigations revealing a discrepancy between delivery claims by partners and reported non-receipt by customers. Delivery partner reliability is a recurrent issue, with some not reporting to duty, disrupting morning deliveries and causing business losses. Consumer feedback includes reports of wrong or missing products and occasional complaints about foul smells and bad taste. The perishable nature of products poses another challenge, resulting in a 0.2% loss of sourced inventory on average. Salespeople highlight subscriber dissatisfaction in non-dense areas where services haven't commenced, leading to potential app uninstalls and refund claims. DND's reluctance to expand in these areas is compounded by cost concerns, providing opportunities for competitors to exploit these situations. To address these issues, DND needs a holistic approach. Solutions include implementing a robust tracking system for deliveries, enhancing partner reliability through incentives and training, and improving customer feedback channels. Quality control measures and optimization of delivery routes can mitigate product losses, while a thorough cost-benefit analysis can guide strategic expansion decisions. These measures, coupled with improved customer service and engagement, will position DND for sustained growth and customer satisfaction in the competitive market.

BCS Solution Summary

The company plans to implement a GPS tracking system for delivery partners, barcode scanning for product verification, regular audits, exit interviews, surveys, performance-based incentives, stricter quality control measures, proper storage and handling procedures, regular training, route optimization, and perishable product handling training. Additionally, a system for tracking expiration dates will ensure products are delivered before they expire, ensuring fresh, high-quality products are delivered.

Solution

Here are the solutions to the problems related to human resources and a plan to cover human resource functions for the next financial year:

Problem 1: Missing deliveries and wrong product deliveries

Problem Analysis:

• Delivery partners are claiming to have delivered products, but consumers are claiming not to have received them. This suggests that there may be a lack of accountability among delivery partners.
• Consumers are also reporting receiving wrong or missing products. This suggests that there may be a problem with order fulfilment or product picking.

Proposed Solutions:

• Implement a GPS tracking system for delivery partners to track their movements and verify delivery locations.
• Implement a barcode scanning system to verify that the correct products are being picked and delivered.
• Conduct regular audits of delivery partners to ensure that they are following procedures correctly.
• Implement a robust tracking system using the app to ensure real-time visibility of deliveries. Conduct regular training for delivery partners on proper product handling and customer interaction.

Management Principle:

• Empowerment: Give delivery partners the responsibility and authority to deliver products correctly and efficiently. Provide them with the necessary tools and training to do their jobs effectively.

Problem 2: Delivery partners not reporting to duty

Problem Analysis:

• Delivery partners are not reporting to duty without prior notice, disrupting deliveries and causing product loss.
• This may be due to a lack of motivation, poor working conditions, or personal reasons.

Proposed Solutions:

• Conduct exit interviews with delivery partners who leave the company to identify reasons for their departure and make improvements accordingly.
• Conduct regular surveys among delivery partners to assess their satisfaction with their jobs and identify areas for improvement.
• Implement a performance-based incentive system to reward delivery partners for their hard work and dedication.
• Introduce a backup delivery system with part-time or on-call delivery personnel.
• Implement an attendance tracking system and consider incentives for consistent attendance.
• Conduct regular engagement activities to boost morale and commitment.

Management Principle:

• Employee Engagement: Create a positive and engaging work environment where delivery partners feel valued and appreciated.

Problem 3: Foul smells and bad taste complaints

Problem Analysis:

• Consumers are complaining about foul smells and bad taste in products, suggesting that there may be a problem with product quality or storage.

Proposed Solutions:

• Implement stricter quality control measures at the source of the products to ensure that only fresh and high-quality products are being delivered.
• Implement proper storage and handling procedures to prevent products from spoiling.
• Conduct regular training for delivery partners on how to properly handle and store products to maintain their quality.
• Implement quality checks at the warehouse and before delivery.
• Conduct periodic training for delivery partners on maintaining product quality during transportation.

Management Principle:

• Quality Management: Implement strict quality control measures at all stages of the supply chain to ensure that only high-quality products are delivered to customers.

Problem 4: Perishable product losses

Problem Analysis:

• DND is losing 0.2% of sourced inventory quantity due to the perishable nature of products.
• This suggests that there may be inefficiencies in the delivery process or a lack of awareness among delivery partners about product handling.

Proposed Solutions:

• Implement a route optimization system to plan delivery routes more efficiently and reduce the time products spend in transit.
• Provide delivery partners with training on how to properly handle perishable products to minimize spoilage.
• Implement a system for tracking product expiration dates and ensuring that products are delivered before they expire.
• Optimize delivery routes to minimize transit time.
• Implement a first-in-first-out (FIFO) inventory system to reduce product aging.

Management Principle:

• Six Sigma: Strive for continuous improvement and reduce product losses through a data-driven approach.

Problem 5: Expansion Challenges

Problem Analysis:

• Reluctance to start services in non-dense areas due to cost concerns.

Proposed Solution:

• Conduct a thorough cost-benefit analysis for non-dense areas.
• Explore partnerships with local businesses or utilize part-time delivery personnel to reduce costs.

Problem 6: Consumer Feedback Channels

Problem Analysis:

• Difficulty in consumers reaching out with complaints, leading to unresolved issues.

Proposed Solution:

• Integrate an easily accessible in-app chat or helpline for immediate issue resolution.
• Encourage feedback through multiple channels such as email, phone, and social media.

Human Resource Plan for Next Financial Year

• Objective: To ensure that DND has the right people with the right skills in the right place to achieve its business goals.
• Strategies: Recruitment: Develop a comprehensive recruitment strategy to attract and hire top talent.

Delivery partner’s

Skills and Qualification

• Excellent communication and organizational skills
• Strong interpersonal and problem-solving abilities
• Familiarity with local streets, neighbourhoods, and routes
• Highly responsible & reliable
• Ability to work well under pressure in a fast-paced environment
• Ability to work cohesively as part of a team
• High school diploma, GED, or equivalent
• Valid driver’s license
• Clean driving record
• Familiarity with Radio Frequency (RF) equipment preferred
• Job responsibilities
• Delivers high-quality products to our customers in a safe, courteous, and timely manner.
• Establishes and maintains outstanding relations with customers.
• Reviews and verifies invoices and purchase requests to ensure accuracy.
• Inspects delivery vehicles and ensures the safety and security of the loading and unloading process.
• Contacts customers to confirm delivery details.
• Determines placement of merchandise, follows safety and lifting protocols during deliveries, and     conducts safety reviews.
• Maintains delivery logs and records.

Packer

Skills and Qualification

• Scanning and sorting incoming and outgoing stock
• Receiving, stocking, and stacking
• Pulling, packing, and loading
• High school diploma, GED, or equivalent
• Six months of retail or customer service experience preferred
• Forklift Certification within 90 days of job-entry date
• Familiarity with Radio Frequency (RF) equipment preferred
• Job responsibilities
• Pulls and stacks product based on daily orders.
• Meets specifics of customer orders in a timely manner.
• Keeps products separated, organized, and in good rotation.
• Monitors product quality frequently, reporting problems to mitigate safety issues.
• Operates various pieces of equipment (i.e. Bendi, palletizer, dolly loader, pallet wrapper, forklift, and electrical pallet jacks).
• Reports any mechanical problems.
• Utilizes continuous-improvement mindset and assists in identifying opportunities to improve processes.
• Follows Good Manufacturing Practices and required work-safe practices.
• Maintains a clean, sanitary, and safe work area.
• Performs other duties as assigned.

Warehouse Associate:

Essential Skills:

• Ability to lift, carry, and move merchandise safely and efficiently
• Attention to detail and accuracy in picking, packing, and shipping orders
• Basic computer literacy and proficiency in using warehouse management software
• Ability to work in a fast-paced, team-oriented environment

Dispatch Coordinator:

Essential Skills:

• Excellent communication and coordination skills
• Ability to plan and manage delivery routes effectively
• Proficient in using dispatch software and tracking systems
• Ability to handle customer inquiries and resolve delivery issues promptly

 

Customer Service Representative:

Essential Skills:

• Excellent verbal and written communication skills
• Ability to handle customer inquiries, complaints, and feedback effectively
• Strong problem-solving and conflict resolution skills
• Basic knowledge of delivery processes and policies

 

Fleet Manager:

Essential Skills:

• Experience in managing and maintaining a fleet of vehicles
• Knowledge of vehicle maintenance procedures and safety regulations
• Ability to track and monitor vehicle performance
• Strong organizational and time management skills

 

Logistics Coordinator:

Essential Skills:

• Understanding of logistics principles and supply chain management
• Ability to plan and coordinate shipments effectively
• Proficient in using logistics software and tracking systems
• Strong analytical and problem-solving skills

 

Delivery Manager:

Essential Skills:

• Experience in managing a team of delivery personnel
• Strong leadership and communication skills
• Ability to set and achieve performance goals
• Proficient in project management and process improvement

Training: Implement a comprehensive training program to develop the skills and knowledge of employees at all levels.

Delivery Driver Training

Delivery drivers are the backbone of any delivery company, and their training should be comprehensive and cover all aspects of the job. This includes:

• Safe driving practices: Drivers should be trained on safe driving practices, including defensive driving, hazard recognition, and accident prevention.
• Route planning and optimization: Drivers should be trained on how to plan and optimize their routes to ensure timely deliveries. This may include using GPS navigation systems and delivery software.
• Customer service: Drivers should be trained on how to provide excellent customer service. This includes being polite, friendly, and helpful, and being able to resolve customer issues effectively.
• Company policies and procedures: Drivers should be trained on all company policies and procedures, including dress code, attendance, and safety protocols.
• Handling and transporting goods: Drivers should be trained on how to properly handle and transport goods, including fragile items and perishable goods.

Warehouse Worker Training

Warehouse workers are responsible for picking, packing, and shipping orders. Their training should cover:

• Warehouse safety: Warehouse workers should be trained on warehouse safety procedures, including forklift operation, material handling, and personal protective equipment (PPE) usage.
• Order picking and packing: Warehouse workers should be trained on how to efficiently pick and pack orders. This may include using barcode scanners and packing materials.
• Shipping and receiving: Warehouse workers should be trained on how to ship and receive orders. This includes handling shipping documents and tracking shipments.
• Inventory management: Warehouse workers should be trained on inventory management procedures, including stock rotation and replenishment.

Customer Service Representative Training

Customer service representatives (CSRs) are the first point of contact for customers, so their training should focus on providing excellent customer service. This includes:

• Customer service skills: CSRs should be trained on how to handle customer inquiries, complaints, and returns. This includes being able to listen actively, empathize with customers, and resolve issues quickly and efficiently.
• Product knowledge: CSRs should be trained on the company's products and services so they can answer customer questions accurately.
• Company policies and procedures: CSRs should be trained on all company policies and procedures, including refund policies and warranty information.

Management Training

Managers are responsible for overseeing the work of delivery drivers, warehouse workers, and CSRs. Their training should focus on:

• Leadership skills: Managers should be trained on how to lead and motivate their teams. This includes setting goals, providing feedback, and resolving conflict.
• Time management: Managers should be trained on how to manage their time effectively. This includes prioritizing tasks, delegating work, and meeting deadlines.
• Problem-solving skills: Managers should be trained on how to solve problems effectively. This includes identifying and analyzing problems, developing solutions, and implementing solutions.

Safety Training

All delivery company workers should receive safety training, regardless of their role. This training should cover topics such as:

• Workplace safety: This includes fire safety, electrical safety, and slip, trip, and fall prevention.
• Ergonomics: This includes how to lift and carry objects safely and how to avoid repetitive strain injuries.
• Personal protective equipment (PPE): This includes how to properly wear and use PPE, such as gloves, safety glasses, and hearing protection.

In addition to these general training programs, delivery companies may also offer specialized training programs for specific roles, such as training for dispatchers, route planners, and logistics managers.

By providing comprehensive training to all of their workers, delivery companies can ensure that they are well-prepared to handle the demands of their jobs and provide excellent service to their customers.

• Performance Management: Implement a performance management system to track employee performance and provide feedback.

here is a sample performance management index (PMI) for assessing the performance of delivery partners:

Delivery Performance

• Timeliness: Percentage of deliveries completed on time or early
• Accuracy: Percentage of deliveries completed without errors or mistakes
• Completion Rate: Percentage of deliveries completed successfully
• Customer Satisfaction: Average customer satisfaction rating

 

Service Quality

• Communication: Effectiveness of communication with customers and dispatchers
• Problem-Solving Skills: Ability to identify and resolve delivery issues promptly
• Professionalism: Courtesy, politeness, and adherence to company policies
• Handling of Goods: Care and attention to detail in handling packages and goods

 

Reliability

• Attendance: Punctuality and adherence to scheduled work hours
• Availability: Responsiveness to calls and messages from dispatchers
• Accountability: Taking responsibility for deliveries and actions
• Compliance: Adherence to company policies, procedures, and safety regulations

 

Additional Considerations

• Driving Record: Maintenance of a clean driving record with no accidents or violations
• Fuel Efficiency: Demonstrating fuel-efficient driving practices
• Route Optimization: Ability to plan efficient and time-saving routes
• Customer Feedback: Positive customer feedback and testimonials

 

Performance Rating:

• Exceeds Expectations: Consistently demonstrates superior performance in all areas
• Meets Expectations: Consistently meets expectations and performs at a satisfactory level
• Needs Improvement: Shows areas where performance can be improved
• Unsatisfactory: Performance is below expectations and requires significant improvement

 

Overall Assessment:

The overall assessment should provide a summary of the delivery partner's performance, highlighting strengths and areas for improvement. It should also include recommendations for training, development, or other interventions to enhance the partner's performance.

This PMI can be used to track the performance of delivery partners over time, identify areas for improvement, and provide feedback to help them enhance their skills and service quality.

 

• Compensation and Benefits: Develop a competitive compensation and benefits package to attract and retain top talent.

Role	Base Salary	Bonuses	Benefits
Delivery Driver	$15 - $20 per hour	Performance-based bonuses	Health insurance, dental insurance, vision insurance, paid time off
Warehouse Worker	$12 - $15 per hour	Shift differentials, performance-based bonuses	Health insurance, dental insurance, vision insurance, paid time off
Customer Service Representative	$15 - $18 per hour	Performance-based bonuses	Health insurance, dental insurance, vision insurance, paid time off

Criteria	Weighting	Exceeds Expectations	Meets Expectations	Needs Improvement
Timeliness	40%	Consistently delivers orders on time or early	Delivers orders on time most of the time	Frequently delivers orders late
Accuracy	30%	Consistently delivers orders without errors	Delivers orders with minor errors occasionally	Frequently delivers orders with errors
Customer Service	20%	Consistently provides excellent customer service	Provides good customer service most of the time	Provides poor customer service
Communication	10%	Consistently communicates with customers and the company effectively	Communicates with customers and the company effectively most of the time	Frequently fails to communicate with customers and the company effectively

Meeting Expectations

Employees who consistently meet expectations should receive the base salary for their role and are eligible for all company benefits. They may also be eligible for performance-based bonuses.

Exceeding Expectations

Employees who exceed expectations should receive the base salary for their role, plus performance-based bonuses and additional benefits. These benefits may include additional paid time off, tuition reimbursement, or company-paid travel.

Needs Improvement

Employees who need improvement will receive written feedback and will be required to develop a plan to improve their performance. If their performance does not improve, they may be subject to disciplinary action, up to and including termination of employment.

 

This is just a sample performance management index, and companies may need to adjust it based on their specific needs and expectations.Top of Form

 

• Employee Engagement: Create a positive and engaging work environment where employees feel valued and appreciated.
• Recognize and appreciate employee contributions: Acknowledge and celebrate employee achievements, both big and small. Implement a rewards and recognition program that publicly recognizes individual and team successes. Offer tangible rewards, such as gift cards, vouchers, or additional paid time off, to reinforce positive behaviour.
• Encourage employee feedback and participation: Create open communication channels for employees to provide feedback on their work experiences, company policies, and suggestions for improvement. Conduct regular employee surveys to gather feedback anonymously. Utilize feedback to make positive changes and demonstrate that employee input is valued.
• Foster a strong company culture: Cultivate a positive and inclusive work environment where employees feel valued, respected, and supported. Encourage teamwork, collaboration, and open communication among employees. Promote a sense of belonging and shared purpose by organizing company events, team-building activities, and social gatherings.
• Provide opportunities for growth and development: Invest in employee training and development programs to enhance their skills, knowledge, and career advancement opportunities. Offer workshops, seminars, and online courses relevant to their roles and career aspirations. Encourage employees to pursue certifications and professional development opportunities.
• Promote work-life balance and well-being: Encourage a healthy work-life balance by offering flexible work arrangements, such as telecommuting options or flexible scheduling. Implement wellness programs that promote physical and mental health, such as fitness classes, mindfulness sessions, or health screenings.
• Empower employees and give them ownership: Provide employees with autonomy and decision-making power in their roles. Encourage them to take ownership of their work, solve problems creatively, and contribute to continuous improvement initiatives.
• Seek regular feedback from managers: Gather feedback from managers regularly to identify areas for improvement in employee engagement and workplace morale. Utilize their insights to address concerns, address issues promptly, and make positive changes.
• Communicate company goals and progress: Keep employees informed about the company's goals, objectives, and progress. Share success stories and achievements to demonstrate the impact of their work and the company's overall growth.
• Offer competitive compensation and benefits: Provide attractive compensation packages, including base salaries, bonuses, incentives, and comprehensive benefits packages, to attract and retain top talent. Offer benefits that cater to employee needs and preferences, such as health insurance, dental insurance, vision insurance, paid time off, retirement plans, and flexible spending accounts.
• Show genuine care for employee well-being: Demonstrate genuine concern for employee well-being by offering support programs, such as employee assistance programs, mental health resources, and work-life balance resources. Foster a supportive and caring work environment where employees feel comfortable seeking help and addressing personal or work-related challenges.

OPTIONAL ASSIGNMENT

This is just a sample table, and the specific KPIs for each job role. However, these KPIs can be used as a starting point for developing a KPI system for your organization.

When developing a KPI system, it is important to ensure that the KPIs are:

• Measurable: The KPIs should be able to be quantified and tracked over time.
• Relevant: The KPIs should be relevant to the job role and the organization's goals.
• Achievable: The KPIs should be challenging but achievable.
• Time-bound: The KPIs should have a specific timeframe for measurement.

1. DELIVERY DRIVER:

• On-time Delivery Rate: Achieve a minimum of 95% on-time delivery to customers.
• Customer Satisfaction Rating: Maintain a customer satisfaction score of 4.5 out of 5.
• Number of Deliveries per Day: Complete a minimum of 20 deliveries per day.
• Average Delivery Time: Maintain an average delivery time of under 30 minutes.
• Damage-Free Delivery Rate: Achieve a 98% rate of delivering items without any damage.

2. WAREHOUSE WORKER:

• Order Picking Accuracy: Achieve a 99% accuracy rate in picking customer orders.
• Order Packing Accuracy: Maintain a packing accuracy rate of 98% or higher.
• Order Shipping Accuracy: Achieve a 97% accuracy rate in shipping correct orders.
• Inventory Management Accuracy: Maintain inventory accuracy within a 1% variance.
• Safety Record: Ensure zero workplace accidents and maintain a safe working environment.

3. CUSTOMER SERVICE REPRESENTATIVE:

• Customer Satisfaction Rating: Maintain a customer satisfaction score of 4.7 out of 5.
• Average Call Handling Time: Keep the average call handling time under 5 minutes.
• Resolution Rate: Achieve a resolution rate of 90% or higher.
• First-Call Resolution Rate: Ensure 80% of issues are resolved on the first call.
• Customer Feedback Score: Maintain positive feedback with a score above 90%.

4. MANAGER:

• Team Performance: Achieve a 10% improvement in team productivity over the year.
• Employee Satisfaction: Maintain an employee satisfaction score of 4.0 out of 5.
• Cost Control: Keep departmental expenses within 5% of the budget.
• Efficiency: Improve overall operational efficiency by 15%.
• Problem-Solving Skills: Successfully resolve 90% of critical issues within 48 hours.

  These are KPIs should align with the specific goals and objectives of the organization. KPIs should be measurable, achievable, and directly contribute to the success of the individual, team, and organization as a whole

Conclusion

Daily need delivery companies can achieve sustainable business success by implementing effective human resource strategies. Key strategies include strategic talent acquisition, comprehensive training and development, performance management, employee engagement, competitive compensation, and promoting well-being. These strategies help attract and retain top talent, foster a positive work environment, and drive business growth. By implementing these strategies, companies can cultivate a high-performing workforce, deliver exceptional customer service, and achieve sustainable success.

Attached File Details