Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
Operations
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[GO LIVE] Dashboard Picking Bottleneck
From now on, there is an orange banner with the message "Picking Bottleneck" in the hub dashboard when additional pickers are needed.
The number of pickers needed in total can be found under the status "Packing" (6 pickers needed in total = 6 pickers have to pick).
References
ℹ️ HubWiki here
⚠️ Issues #tech_hub_service-de
🗨️ Provide feedback here
[INSIGHT] Refresher on Average waiting for picker time 🛒⏱️
AVG Waiting for Picker Time: the average order acceptance time after the order (from the queue) is offered to the hub for 'picking' 'Ready to pick' & the 'Picking start' of the order.
AVG Waiting for Picker Time: The ‘waiting for picker’ clock starts counting, when a zebra starts ringing (‘Ready to pick’ ).
The waiting for the picker clock stops counting once the order is accepted by an ops associate (‘Start Picking’).
To-Do’s 🤓
Focus on 'Ready to pick'
As soon as orders are 'ready to pick', start picking directly
Clear division of tasks in the hub
Who has the full focus on picking? Who supports picking with several orders in 'Ready to pick'?
Rider as support
In case of short-term high order volume and depending on the indication in the dashboard, bring riders familiar with picking into the hub.
After reducing the order volume, have the rider deliver orders again so that no rider bottleneck occurs.
Important to know:
By prioritizing picking, your hub can
increase stacking - when there are more orders ‘ready to deliver’, more orders can get stacked
reduce avg. delivery time to customer
References
ℹ️ HubWiki here
⚠️ Issues #tech_hub_service-de
🗨️ Provide feedback here
[GO LIVE] Workforce App - Design Change 🖼️
Riders now have access to the "Rider Mode". With the permanently visible navigation bar, riders have access to the most important information at any time during their shift.
References
ℹ️ HubWiki here
⚠️ Issues #tech_hub_service-de
🗨️ Provide feedback here
[Go Live] Order Offer Screen Redesign 🖼️
With the new design of the 'Order Offer Screen' the full focus is on the "Accept trip" button. The rider receives the order details after accepting the order.
References
ℹ️ HubWiki here
⚠️ Issues #tech_hub_service-de
🗨️ Provide feedback here
[GO LIVE] New feature in HubOne: scan & tap picking - Live Wed 9 Aug
With the new ‘scan & tap picking’ feature in HubOne, you no longer need to scan the same SKU multiple times during picking. After scanning the SKU once, if there is more of that same SKU, HubOne will ask you to tap to confirm the amount ordered. This can help improve the picking time.
References
ℹ️ HubWiki here
⚠️ Issues #tech_hub_service-de
💬 Feedback here
[ACTION] Rider Gear Clean Out - August 2023 👕🧼
Send us your well-preserved Rider Jackets & Rider T-Shirts that you no longer need in the Hub.
Our goal: To collect well-preserved Rider Jackets & Rider T-Shirts that are no longer needed in the Hub and reuse them in our central warehouse.
Additional info for Hub Managers on the process can be found on the OnePager.
[ACTION] Your feedback on the Hub Wiki
We want to hear your feedback about the Hub Wiki so we can adjust it to your needs. Please take 3 minutes to complete this survey by 16.08.
Thank you in advance for your valuable input!
[ACTION] Too Good To Go
🖥️ Please use only the TGTG accesses with the deposited hub account.
This afternoon all hubs received another email with the TGTG hub access.
The personalized HM accesses for the TGTG account will be deactivated soon.
Demand Planning / Replenishment
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[INSIGHT] Next week's SKU's
Hi everyone,
Pls see this week’s and next week’s Promotion SKUs here.
🙋 If you have any questions please contact Nathalie Andersson.
Customer Care
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[INSIGHT] Increase in reported damaged deliveries
Hi all!
I would like to highlight the increase in reported damaged deliveries.
🥚 → Especially in eggs being received damaged by the cst.
🚨 In the past 14 days we have had over 1,600 reported cases of damaged eggs. 🚨
This is an alarming high amount. We from customer care kindly ask you all to help us reduce these numbers but making sure to pack the eggs more sensitively and not at the bottom of the order.
Damages during delivery can be hard to prevent at times but our best attempt is by making sure the orders are packed in such a way that the sensitive items are not placed at the bottom of the bag. 🙏
The products refunded the most under ‘Perished’ in the past 14 days were:
11017530 - Bio Zitronen 500g (Spanien) → refunded 214 times
11012955 - Plattpfirsiche 500g (Spanien) → refunded 208 times
11012948 - Himbeeren 125g (Deutschland) → refunded 181 times
We kindly ask you to please go over the stock again with a second pair of fresh eyes and perform another fresh check on the mentioned above items! Most of these issue reports were received severely perished by the customers.
Thank you very much for taking this info into consideration and bringing it to you staff members. We appreciate your support here.
Your Customer Care Team. 💖
Workforce Shared Service Center
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Week 31, 2023
[INSIGHT] A high number of unsolved tickets in both teams
Due to absences in both teams (Workforce Support and People Services), we have a high number of unsolved tickets in both queues. We have 1368 open cases for Workforce support and 535 cases for People Services.
Last week the hub employees received their salaries and the July payroll cycle started for the Workforce Support team which is leading to a higher inflow of tickets.
We expect to be able to solve multiple cases during the week and reduce this number.
We kindly ask you to remind the employees to not open multiple tickets so that their issues can be solved more quickly and to choose the best suitable option in the contact form for faster reply times.
[INSIGHT] Reminder: HM escalations
We kindly ask that you only create 1 ticket per escalation case, so we have a clearer overview of incoming requests and can handle them faster. Duplicates will not result in faster reply times.
[INSIGHT] Reminder - Vacation request on behalf of employees
We would like to reinforce that if you request vacation on behalf of the employee (through the escalation channel) this does not mean that the request will be approved;
The Workforce team will check the Hub capacity and can challenge you before taking action. The team can deny vacation requests that will cross the hub capacity to not cause operational issues.
We kindly ask you to be mindful of your requests and only escalate if the vacations are really important.
[INSIGHT] Zendesk Numbers
Solved - 1970
Team | Number of Open tickets |
SSC - Workforce Support | 1368 |
SSC - People Services | 535 |
[INSIGHT] Expected delays - Conservative waiting time estimation for Employees
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation |
SSC - Workforce Support | 32h |
SSC - People Services | 27h |
[INSIGHT] Expected delays - Conservative waiting time estimation for Hub Managers Escalations
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation |
SSC - Workforce Support | 20h |
SSC - People Services | 15h |
Marketing Activities Updates
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[UPDATE] This week: Go live of our Q3/4 OOH Campaign
Our next OOH campaign is going live as of this week
In August there will be less placements booked; as of September we will start full scale
Shown will be static and also digital screens:
Fleet Updates
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[REMINDER] Schedule and proper implement of the Fleet & Equipment Shift
As of last week, the Fleet & Equipment Shift is in place - use it to ensure that the condition of your fleet is improving and that you always have enough stacking equipment mounted. Make sure your staff is diligent about completing the task. 🚲
Thank you to all hubs who scheduled and fully executed the Fleet & Equipment Shift last week. 🚀
However, the following had to be noted last week:
Some hubs did not create shifts, selected an incorrect duration, or did not enter a comment ❌
In many hubs, the Flowtify checks were checked off without the task actually being completed ❌
The following leads to successful implementation of the Fleet & Equipment Shift:
Create Shift: Special Task for two hours on Wednesday morning with the comment "Fleet & Equipment".
Do the Flowtify Check in its entirety and sign it. Complete means:
Scan the Bikes
By using the app "Bikes Check"
One form for all bikes from one manufacturer
Scan batteries
With the "Battery Check" app
One form for all batteries of one manufacturer
Mount equipment and submit one photo showing as many bikes with equipment as possible.
By using the app "Stacking Equipment
Check the timeliness of damage reports
Time to spare? Use the time to mount bike spacers!
Reminder: the Special Task is designed to assist you. It is not a substitute for reporting damage in Daily Business or mounting saddlebags after a repair.
Information on how to create the shift and what to do there can be found HERE.
For Rider and OA, there is also information in the Help Center about the tasks to be performed.
[ACTION] Bike Spacer - Schedule Special Task and mount spacers
Bike spacers / spacers have arrived in almost all hubs with the black Cycle RadRunner bikes.
Important Links:
Please show us that you have mounted the spacers by filling out this Google Form and uploading a photo of a bike with spacers mounted. You can also open the form with your cell phone / zebra using this QR code.
To the hubs with the white Cycle Henry I bikes that were mistakenly sent spacers: for future projects with the boxes / saddlebags, the spacers may still become relevant. Therefore, keep them for the time being.
[1.0 Hubs] Shelf Changes
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[ACTION] 1.0 Hubs Shelf Changes
IMPORTANT: The shelf change is valid only for the hubs in the old hub setup.
You can find the shelf changes here.
The changes will go live tonight between 01am and 7am, please reorder the products tonight/ tomorrow morning.
Please feel free to reach out to @space_planning for further questions. Many Thanks!
[2.0 Hubs] Shelf Changes
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[ACTION] 2.0 Hubs Shelf Changes
IMPORTANT: The shelf Change is only Valid for the Hubs that are in hub 2.0 setup.
In the google drive folder you will find the G sheet files for all the hubs that are affected in the shelf changing. Please only follow the ones that have exactly the same naming of your hubs and also be careful with following the same hub code while downloading the files.
Please find the file here {LINK}
Some notes on the sheets:
the sheets are, as mentioned above, Hub specific. So only the sheet named with your hub code counts;
"SKU" you can find a the SKU which needs to be moved to another shelf space;
"oldShelf" - 4th column: If the cell is empty, we just assigned this product to your Hub, so please just store it in the shelf mentioned in "new shelf";
"newShelf" - 5th column: If the cell is empty, you can get rid of the product (same process like delisting);
if both "shelf" and "newShelf" have a shelf number, it's a normal shelf change.
The changes will go live tonight between 01 am and 07 am, please reorder the products tonight/ tomorrow morning.
If you have any questions, please contact @space_planning.
Thank you!
[3.0 Hubs] Shelf Changes
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[ACTION] 3.0 Hubs Shelf Changes
IMPORTANT: The shelf Change is only Valid for the Hubs that are in hub 3.0 setup.
In the google drive folder you will find the G-sheet files for all the hubs that are affected in the shelf change.
Please only follow the ones that have exactly the same naming of your hubs and also be careful with following the same hub code while downloading the files.
Please find the file here {LINK}
Some notes on the sheets:
The sheets are, as mentioned above, Hub specific. So only the sheet named with your hub code is valid for your hub.
"SKU" you can find a the SKU which needs to be moved to another shelf space;
"shelf" - 2nd column: If the cell is empty, we just assigned this product to your Hub, so please just store it in the shelf mentioned in "new shelf";
"newShelf" - 4th column: If the cell is empty, you can get rid of the product (same process like delisting);
if both "shelf" and "newShelf" have a shelf number, it's a normal shelf change.
The changes will go live tonight between 01 am and 07 am, please reorder the products tonight/ tomorrow morning.
If you have any questions, please contact feel free to reach out to Muhammad Al Zabir Rakin.
Thank you!