The Central Team provides two main resources to HM's regarding hub and employee performance. They want to provide you transparent insights at this stage until an official solution from the Tech and Product Team can be supplied.
Daily Hub KPIs
These are the KPI's from the daily sendout you get as a PDF via email.
# Orders: # Successful Orders
# External Orders: Count of External orders (orders placed via marketplace integrations like Wolt, UberEats, etc.)
AVG Fulfillment Time: AVG time to deliver an order (in minutes)
% Stacked Orders: The % of orders that were part of a stacked delivery. (Share of internal orders only.)
Waiting for Picker Time: Average picker acceptance-related queuing - from order offered to hub to order started being picked. Outliers excluded (>120min).
AVG Waiting for available Rider: Average time an order waited for an available rider in order to be offered.
AVG At Customer Time: Average Time the Rider spent at the customer between arrival and order completion confirmation
% Pre-Delivery Issues: # Pre-Delivery Issues / # Orders
% Post-Delivery Issues: # Orders with a Post Order Issue / # Orders
% Orders delayed > 10min: Share of orders delivered >10min later than PDT
Manually Unstacked Trips: number of trips that were manually unstacked
% Offers Declined: % of Auto-assigned orders declined by the rider
% Offers Expired: % of Auto-assigned offers expired
% Assigned Hours: Filled (Assigned) Hours / (Filled Hours + Open Hours) Excl. hours from shifts with project code = 'Refilled shift'
% Check Completion: # of Completed Checks/ Total # of Checks
% Inbound Rate (REWE only): Quantity inbounded / quantity ordered for that day
Daily Hub View
This is the Looker Studio report you can access in the self-service tool via the link here.
# Orders: # Successful Orders
# External Orders: Count of External orders (orders placed via marketplace integrations like Wolt, UberEats, etc.)
AVG Fulfillment Time: AVG time to deliver an order (in minutes)
% Stacked Orders: The % of orders that were part of a stacked delivery. (Share of internal orders only.)
Hub Staff UTR: AVG #Orders / Worked Hub Staff Hours (Ops Associates, Riders and Shift Lead)
Rider UTR: AVG # Orders / Worked Rider Hours
Workforce
# Unassigned Hours: # of Unassigned(Open) Hours in Quinyx
# No Show Hours: Sum of No Show Hours (shifts with missing punch and no absence)
% Rider Worked in Hub: rate of Rider shift with activity in Hub One
Productivity
Waiting for Picker Time: Average picker acceptance-related queuing - from order offered to hub to order started being picked. Outliers excluded (>120min).
Picking Time per Item: (Avg Picking Time*60)/#Avg Number of Items per Order
AVG Waiting for available Rider: Average time an order waited for an available rider in order to be offered.
AVG At Customer Time: Average Time the Rider spent at the customer between arrival and order completion confirmation
Compliance
% Check Completion: # of Completed Checks/ Total # of Checks
% Inbound Rate (REWE only): Quantity inbounded / quantity ordered for that day
Quality
% Pre-Delivery Issues: # Pre-Delivery Issues / # Orders
% Post-Delivery Issues: # Orders with a Post Order Issue / # Orders
% Orders delayed > 10min: Share of orders delivered >10min later than PDT
Manually Unstacked Trips: Number of trips that were manually unstacked
% Offers Declined: % of Auto-assigned orders declined by the rider
% Offers Expired: % of Auto-assigned offers expired
Additional KPIs from the hourly breakdown section
% Assigned Hours: Filled (Assigned) Hours / (Filled Hours + Open Hours) Excl. hours from shifts with project code = 'Refilled shift'
AVG withheld from Picking Minutes: AVG Minutes an order waited for an available Picker
AVG Pick-Pack Handling Time (Minutes): AVG time it took for the picker to pick the order and pack it. In minutes. It corresponds to the duration between the times at which the picker clicked on 'Start Picking' and 'Finish Picking'
AVG Waiting for Rider Decision Time: Average time an order spent waiting for rider acceptance
AVG Rider preparing for trip minutes: Average time between Claimed and On Route state changes. Signifies the time a rider needed to scan containers and start the trip.
Total # of Checks: Total number of checks (status: done/ open/ canceled/ skipped)
# Products Dropped: Number of products inbounded / dropped
Closures: # Closed hours per turf/ reason of closure
Employee Performance
In this tab on Looker, you will find all the KPI's related to the following topics:
Employees who picked orders
Employees who delivered orders
Employee info
If you need to check the definition of the KPI's, simply use Ctrl +F so you can look for them above in the other dropdowns.
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