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SOP 10

Our business uses key metrics to track performance at each airport for each airline. Achieving consistently high scores on these is critical to sustaining and growing our business. Each Site Manager is emailed site metrics for the 6 key categories below and is expected to address all areas that do not achieve the maximum point total (3 points) each week. You should familiarize yourself with each and insure that you understand and perform your delivery responsibilities in the manner required to achieve maximum performance as defined and tracked by the airlines. Any questions regarding these metrics should be directed to your site manager. Thank you in advance for your efforts in helping Sandhills Delivery Company maintain compliant metrics.     

1. Driver Pictures – This measures the number of active drivers with photos in the Rbags System. Responsibility for this metric rests with the Site Manager obtaining and transmitting to the corporate office a picture of all drivers that can be uploaded into the RBAGS system. This should be done before any new driver begins making deliveries.

3 points for 100% compliance

2 points for 95% - 99% compliance

1 point for 90% to 94% compliance

0 points for less than 90% compliance


2. Vehicle Pictures – This measures the number of active drivers with vehicle photos in the Rbags System. Responsibility for this metric rests with the Site Manager obtaining and transmitting to the corporate office a picture of all driver vehicles that can be uploaded into the RBAGS system. This should be done before any new driver begins making deliveries.

3 points for 100% compliance

2 points for 95% - 99% compliance

1 point for 90% to 94% compliance

0 points for less than 90% compliance


3. Compliant BDOs – A compliant BDO means it was “assigned to” a driver, marked “out for delivery” and

marked either “delivered”, “unable to deliver” or “attempted delivery” in that order. Each driver is responsible for doing this on the WMS App as instructed in SOP # 3 “Tracking the delivery Process using WMS”. Compliance with this is mandatory. Failure to do this consistently will result in termination.

3 Points for meeting Goal of 90% or higher

2 points for meeting Goal of 85% to 89%

1 point for meeting Goal of 80% to 84%

O Points for anything less than 80%


4. Assigned Driver vs. Delivered Driver - This measures if the last driver assigned to the BDO is the one that marked the BDO as delivered. If you have marked a bag for delivery, you should be the one making the delivery. If you have marked it accidentally or swapped deliveries with another driver, you must “unassign” it and have that driver “assign” it to him/her self before putting it out for delivery and making the delivery.

3 Points for meeting Goal of 100%

2 points for meeting Goal of 98% - 99%

1 point for meeting Goal of 95% - 97%

0 Points for anything less than 95%


5. BDOs Update via Mobile App - This measures how many BDOs were updated via the Mobile App out of the total delivered BDOs. Each driver is responsible for marking each delivery as “Delivered” at the time of delivery. This should be done before leaving the location delivery occurred. If you don’t have a strong signal at the location of delivery you should call in the delivery following SOP # 6 “The alternative tracking tool – IVR call in system”. If you have neither internet service or phone service, the driver should use the WMS app to show delivery completed as soon as a signal is available.

3 Points for meeting Goal of 90% or higher

2 points for meeting Goal of 80% - 89%

1 point for meeting Goal of 1% to 80%

O Points if no BDO’s were updated via the mobile app.


6. BDOs Outside 1 Mile Radius - This measures how many BDOs fall outside the 1 mile radius of the delivery address of those BDOs updated via the mobile app. Each driver is required to update the WMS system using the mobile app at the delivery location when possible. The driver should verify the address is valid. If it is a valid address, a number will appear next to the BDO # when selecting it to show is a valid address. If an “X” appears next to the BDO #, the address is not valid and must be updated. This is done by selecting it for ‘delivery” and then clicking on “update address” before closing out. (e.g. A valid address would be “street number, street name, City, and Zip code”. If it has a hotel name, college dorm or some other information that is not an actual address that google maps would recognize, change it to a valid address before closing it out.

3 Points Meets Goal 21% - 100%

2 Points 16% - 20%

1 Point 11% - 15%

0 Points < 10%


7. Manual BDOs: - This is provided for information purposes only.

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