This guide describes the process of onboarding for Riders and Ops Associates. Onboarding refers to the targeted integration of a new employee at Flink.
This process is important, because a smooth and proper onboarding leads to a fast learning of the processes and great performance of the employees. This subsequently impacts the KPIs of the hub, contributing to its success.
In this guide, Hub Managers and Shift Leads find a detailed overview of the onboarding process for Riders and Ops Associates, as well as the duties of the Hub Managers and Shift Leads during the onboardings.
Onboarding process: Riders/OAs
The successful applicants sign their contracts with Flink.
The Rider/Ops Associate receives a Welcome email with the instructions to book their Onboarding shift.
The Rider/Ops Associate books an onboarding shift.
This allows the Shift Lead to assess if the role assigned to this employee should be reconsidered.
The employee receives a confirmation email with the most important information about the shift, how to sign into the apps, Quinyx, and the EduMe onboarding training link. This training includes a Flink & Roles Intro, and overview of shift management.
At the start of the Onboarding shift, they must complete the second onboarding training on EduMe, as it is mandatory for legal compliance.
The training is done individually, and it includes the following topics:
For Riders: Shift Start, Workforce App, Bike & Street Safety, Delivery Process, Alcohol Delivery, Issues on the road
For Ops Associates: Shift Start, Hub Intro, HubOne, Picking, Restocking
Work Safety
Fire Safety
HACCP
The onboarding shift is done with the Shift Lead/OA+. The shift is divided in the following way:
Introduction/welcome
EduMe Training
Hub tour
Revision of processes together with the SL/OA+.
Important:
See more details about these points in the dropdowns below.
Assign a buddy to Riders that they shadow during the following activities:
Bike Assignment
Delivery Process
Return to Hub
Assign a buddy to OAs that they shadow during the following activities:
Picking
Restocking
For the second round, the OA must execute the tasks alone.
OAs have a second Onboarding shift where they will learn Stock Checks and Inbounding.
At the end of the shift, the SL/OA+ provides the Rider/OA feedback and reminders.
Once the onboarding is completed, you receive an email to confirm the onboarding was completed.
Confirm that the onboarding was completed by following the instructions in the email.
The Rider/Ops Associate is finally ready for regular shifts.
HM/SL duties when onboarding
The guidelines below must be applied during the onboarding shift of the Rider/OA.
Hub Managers must read the pre-onboarding guidelines before onboardings.
Shift Leads must read their own pre-onboarding guidelines before onboardings.
Introduction/welcome
Check the new employee's information, role and shifts booked.
Dedicate 15 minutes for an onboarding conversation. You should cover the following points to align on expectations and possible concerns:
Important:
To learn how to formulate the conversation, read the tips and tricks.
Provide the new Rider/OA with the handbook/checklist. This will help you and the new employee to check all the parts of the hub and processes.
You should be able to find the handbook and the checklist in the desk of the SL/OA+.
Follow up on the EduMe onboarding training course. Mention it's a legal requirement to complete it.
Follow up on how to manage the shifts:
Guide them through the availability, handover of shifts and how to request absences.
Ensure that they are already booking the upcoming week of shifts.
Follow up on Quinyx and all other apps.
Give them an overview of the equipment.
Give them the following reminders:
Guidelines for charging their phone or the Zebras, including charging it at the end of the shift.
The hub's schedule, including breaks and suggested lunch times (if applicable).
For further information about processes, apps, shifts, payslips etc, they can check the Help Center (QR included in the Handbook).
Hub overview
Cover the tips and tricks of your hub that the new Rider/OA must take into account.
Based on the role, make sure to go in depth in the processes.
Go through the checklist:
Hub tour:
Show them all the equipment and areas dedicated to the different parts of the processes for inbound, shelf inventory, picking, handover, bikes, and batteries.
Include the areas for the outbound, fridges, lunch, breaks, toilets, and everything else related to the hub.
Revision of processes:
Inbound: rollies to cart and shelf, bakery products, bio products, outbound.
Inventory: shelf check, fresh checks, stock checks, FIFO, restocking, outbound.
Handover: container usage, avoiding damage to products, and maximizing the space in the bike when packing S containers.
Riding to the customer: addresses, on-trip compliance, and age verification.
Updates on processes: if there is anything in the testing phase, don’t forget to mention it.
Bikes: safety reminders, batteries, checking the bikes and set-up, and damaged bikes.
Assigning a buddy and shadowing
The buddy assignment is based on roles:
Ops Associates:
Provide them a starter task such as picking, inbound or inventory that they can shadow.
After that task is complete, let them start executing the tasks.
Riders:
Accompany the new Rider in their first ride.
Accompany the handover process, from picking to Rider, as well as a successful handover to the client.
Accompany the new Rider in their second ride.
End of shift, feedback and conclusion
Go through the handbook/checklist with the new employee and ensure all the points are checked out.
Go over the improvements for the next shift and suggest content for them to check in the Help Center. For example: inbound, safety, etc.
Always provide the availability requested based on the contract.
Confirm the onboarding of the employee in Looker.
Resources
Get the onboarding checklist here.
References
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