Improving Productivity and Service in Depot Businesses: How Haulage, 3PL, and Service Companies Can Increase Quality and Customer Satisfaction

Description

This book is specifically for working operations managers across the broad range of business types that deploy fleet and product via a myriad of service types. It is applicable to businesses with small medium to large fleets in haulage, 3PL, and any service business operating a depot structure. The book is less about theoretical concepts – although specific references point to theories including Lean, continuous improvement, net promoter score, and balanced scorecard – but is essentially a practical guide applying worked examples and generic templates regarding the core ten activities that are critical to achieving service and profit expectation in any depot, route-based business deploying fleet. Every working manager – front-line to COO – will identify with and grasp that these are fundamental areas and that, if improvement can be sustained, will deliver better service to customers and enhanced profit in both local and business levels. The key areas examined are: People management Fleet management Route scheduling Optimisation of non-productive (on-depot) time Driver debrief Customer service and complaint management and measurement Key performance indicators The operating rhythm Continuous improvement Cover Endorsements Page Half Title Title Page Copyright Page Table of Contents Preface Acknowledgements About the Author Chapter 1 People Management Introduction Guideline Management Principles Managing Holiday Planning Sickness and Absence Management Employee Attrition Partial Management Control Betterment Fundamental Working Conditions Dismissal Full Management Control Financial Reward Lack of Skills Management Culture Driving Skills The Role Is Too Physically Demanding Return-To-Work (RTW) Interview Driver Debrief Conducting Disciplinaries Calculating Driver Resource Notes Chapter 2 Fleet Management Introduction Calculating the Fleet Size Organisational Design The Head of Fleet The Two Sides of Fleet Organisational Design Internal Stakeholders External Stakeholders FTA (Logistics UK) Breakdown and Recovery Telematics Is Telematics Worth Implementing? What Is Telematics? Other Factors to Consider Defect and Accident Reporting Defect Reporting and Management Weekly Vehicle Check Accident Management Period Senior Accident Review Ancillary Devices That Aid Accident Reduction Fleet KPIs (Key Performance Indicators) Fleet: Challenging “Perceived Wisdom” Double-Shifting Enhanced Vehicle Design Cubic and Weight Capacity Weight Capacity Insurance and Weight Capacity Electric vs. Hydrogen Engine Vehicle Replacement Fuel Management Notes Chapter 3 Route Scheduling Introduction Organisational Design Which Organisational Model Is Best? Planner Renumeration and Training Manual vs. Software and Which Package? Do Not Blame the Scheduling Software, without First Examining Business Data Integrity Scheduling Principles Proof of Concept The Planner and Software Interface Driver Start Time Setting SMVs1 (Standard Minute Values) for Customer On-Site Time Two Methods of Deploying Scheduling Software Validating Route Efficiency “Miss” Notification Depot Strategic Modelling Rationalising the Depot Network Retention Payments Notes Chapter 4 Minimising Non-Productive Hours Introduction Minimising On-Depot Time (Non-Productive Time) Why Is This Important? Start of Day GtG Time GtG Metrics Avoid Returning to Depot to Take a Break Chapter 5 Driver Debrief Introduction Essential Output from the Debrief Process Other Debrief Related Benefits How Long Should Debrief Take? Who Should Conduct the Debrief? HGV Tachograph Analysis Note Chapter 6 Customer Service Introduction Notes Chapter 7 Managing Complaints Introduction Notes Chapter 8 KPIs, the Balance Scorecard, and Basic Financial Models Introduction Balance Scorecard Basic Depot “Trading” (Periodic Financial Review) Notes Chapter 9 The Management Operating Rhythm (Drumbeat) Introduction Chapter 10 Operational Health and Safety Introduction Near Miss Reporting LTIFR RIDDOR RIDDOR Management Periodic Reviews Driver Assessment and Training Vehicle and Equipment Design Operational Management and Training Notes Chapter 11 Continuous Improvement Introduction Notes Chapter 12 The Depot Manager Cadre Introduction Task-Force Manager Glossary Index