Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
Operations
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There are two major topics of focus in the Operations section this week. Please read them carefully.
Supplementary topics on our organic products Dealing with external persons in the hub
[INFO] đ Quinyx Punch-in at the beginning of the shift đ±
Starting Wednesday, July 12, the regular Quinyx punch-in at the beginning of the shift will only be available from the registered Quinyx shift start date.
Example:
Quinyx has the shift start of 7:00 -> Quinyx punch-in is possible from 7:00.
âł Exceptional case for earlier clock-in
If employees are absent from the hub due to no-show/ short notice illness and you would like to have employees start earlier because of this.
HM/ SL & OpsA+ can approve up to 60 minutes earlier clock-in of an employee in the Hub Portal (see screenshots).
[TEST/ INFO] A/ B Test in Workforce Rider App - live Thursday
50% of riders will see a new customized screen in the workforce app before accepting the next trip.
Do not be surprised if a rider no longer sees an order number before accepting the next trip.
â ïž Please report technical issues via #tech_hub_service-de
[ACTION] Checking the organic labels on products đ
Organic labels are subject to strict requirements and must also be checked by us as a company.
Which labels does the organic seal require?
Important: The organic inspection body and the indication of origin must be directly below or next to the organic logo.
Examples of correct and incorrect organic labeling:
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The seal on a product is wrong. đ€
What to do then? Absolutely report it via HubAlert.
Open the Hub Alert form
Under 'Product Issues' there is now NEW the category 'Organic LabelÂŽ
Select the Organic Label Issue that is relevant for you.
Add the SKU and a comment.
[INFO] Dealing with external persons in the hub
Non-operational persons = persons who are not in an active employment relationship with FLINK.
Access for persons outside the company is permitted for employees of public authorities (e.g. food inspectorate) â always in connection with a service ID card
For other companies/service providers (e.g. repair companies) â by prior arrangement.
Examples of service cards for agencies and organizations that are granted access to the hubs:
[INFO] Handover Process
The Handover Process is an important workflow that defines the workflow between a finished, picked order and the order handover to the rider.
To review this process, take a look at the Zendesk page.
Important: The L-container (backpack) should be used for light, bulky products such as kitchen and toilet paper.
[ACTION] Paper Bag Order
When ordering new Wolt paper bags, please make sure that you enter the following below/ in the last comment field:
The hub code
The complete address of the hub (street | house number | postal code | city)
And the required number of boxes of small & large paper bags
[GO LIVE] Give us feedback on the tools & apps you use
We now have a feedback form where you can give feedback on tools you use.
You have an idea for an app? You have a customization request in a tool?
We are looking forward to your feedback! đ€
The form is additionally pinned as a workflow in the Slack channel de_ops_leads.
Please note that for technical challenges, it is imperative to continue using the Slack channel #tech_hub_service-en.
Supply Chain Updates
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[INFO] Rewe Strikes
Dear everybody,
The strikes in Rewe warehouses are unfortunately not over yet, especially the regions South and East are affected. Unfortunately, our contacts at Rewe cannot give us an estimate of when the collective bargaining will be concluded and the strikes will be over.
In the near future, there may be further non-compliance with delivery windows, badly packed trolleys and unusual delivery quantities.
We would like to take this opportunity to thank you for your great support and patience!
Kind regards,
Your SCM Ops Team
Demand Planning / Replenishment
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[INFO] Next week's promotion SKUs
Hi everyone,
Please see next weekâs promotion SKUs here. Expect higher deliveries on these SKUs starting this week.
For any questions please contact Nathalie Andersson.
We are aware some hubs received incorrect stock on Fruits and Vegetables, which requires extra handling. We will sort out with Rewe:
Some hubs received Bananen in 7st instead of 5st.
Some hubs received loose Apricot & Peaches as a replacement for packaged.
Whenever you have an SKU, which you cannot inbound, please flag it immediately in Hub Alert 3.0, this would accelerate the inbound process.
Thanks and have a nice week.
Best,
Demand Planning team
Customer Care
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[INFO] CSAT
Hello everyone!
â
Customer Cares CSAT has been skyrocketing in the past weeks reaching a remarkable 94% yesterday! đđ„ł A big applause to the CC team for ensuring such high customer satisfaction!
In the past 7 days our two highest contact reasons were:
Post Delivery Issues - Missing (16%)
Post Delivery Issues - Perished/Perished_light (14%) new
The products refunded the most under âPerishedâ were:
11012955 - Plattfirsiche 500g (Spanien)
11017530 - Bio Zitronen 500g (Spanien)
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 where received severely perished by the customers. đ
The products refunded the most under âPerished_lightâ were:
11012905 - Himbeeren 125g (Portugal) â Refunded 457 times in the past week.
11016442 - Erdbeeren 250g (Deutschland) â Refunded 428 times in the past week.
Here we would also like to kindly ask you all to revisit the stock and check the freshness of these two products imparticulary. We understand that such things can be missed at times, but we have not seen these numbers so high in a very long time so we would appreciate it if you could have a closer look at these products and perform an even more detailed fresh check. đ
Additional mention
As introduced last week we have added a new Contact/Refund Reason named, âDefrostedâ. Just as a clarification, this concerns any item which the customer receives defrosted or melted. Meaning it does not only apply to frozen items but could also be products such as chocolate, etc.
That was all for this week from Customer Care. đ
Workforce Shared Service Center
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[INFO] Streamline requests by having 2 pillars
In W26, the SSC team launched exited updates on Zendesk. From now on the team will have only 2 pillars of requests:
SSC > People Ops which will bring together requests related to Resignation, Visa, Document requests, and Accidents
SSC > Workforce Support which will bring together Absences, Payroll, and Growth topics.
With this change, the team will be able to streamline resources and provide faster answers to employees and you will see these new changes incorporated into this newsletter.
[INFO] A new payroll period started
Last week the hub employees received their salaries and the June payroll cycle started for the Workforce Support team.
With the new pillar structure, we have almost all agents received training on payroll tickets and we expect to be within our resolution time. We kindly ask you to remind the employees to not open multiple tickets so that their issues can be solved more quickly.
[INFO] Vacation request on behalf of employees
We would like to remind you 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 will inform the final decision, 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.
[INFO] Zendesk Numbers
Solved - 2482 (an increase of 11% compared to W26)
Team | Number of Open tickets |
SSC - Workforce Support | 466 |
SSC - People Ops | 378 |
[INFO] 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 | 22 hours |
SSC - People Ops | 7 days and 10 hours |
[INFO] 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 | 8h and 32 minutes |
SSC - People Ops | 8h and 18 minutes |
Marketing Activities Updates
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[INFO] RAF-Flyer
Please throw away every old RAF-Flyer you still might have (Valid until 15.07.23)
You should have all received a new batch (Valid until 14.10.23)
Please remember to put a new RAF-Flyer into every order!
RAF-flyer are our most effective offline marketing acquisition tool
Our top three performer (hubs with the most RAF-redemptions) from last week are:
1 de_wup_elbe
2 de_muc_pasi
3 de_aah_burt
NEW FLYERS: 15⏠on 30âŹ, Valid until: 14.10.23
[ACTION] Park Delivery Sticker
Please make sure to add a park-delivery sticker (green) onto every park delivery order
To remind our customers to take their trash with them
Fleet Updates
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[ACTION] Responding to the Slack Missing Damage Reports bot
Most hubs already respond to the Slack bot that reminds them about missing damage reports. However, some hubs ignore this bot. If Damage Reports have not been created for a while, then a message is sent to Hub Managers, Cluster Lead and Fleet Management.
Task of Hubs: Please create Damage Reports and respond to the Slack bot.
Task of Hub Managers: If you get a message, then the Hub has not created Damage Reports for way too long already. Please tell your hub to create Damage Reports and respond to the bot so that Cluster Leads and Fleet Management don't get a message in the first place.
[1.0 Hubs] Delistings & Shelf Changes
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[ AKTION ] 1.0 Hubs Shelf Changes
+++ Shelf Changes: OLD WORLD / HUB 1.0 +++
WICHTIG: Die Shelf-Changes gelten nur fĂŒr die Hubs, die sich noch im alten Hub Setup befinden
Ihr findet die Shelf-Changes hier.
Die Changes gehen heute Abend zwischen 01:00 und 07:00 Uhr morgens live. Die Produkte bitte heute Abend / morgen frĂŒh umstellen.
Bei Fragen gern melden an @space_planning.
Dankeschön!
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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] Delistings & Shelf Changes
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[ AKTION ] 2.0 Hubs Shelf Changes
DE-Version
WICHTIG: Die Shelf-Changes gelten nur fĂŒr die Hubs, die sich noch im neuen Hub Setup befinden
Da alle neuen Hubs individuelle Shelf-PlĂ€tze haben, können wir nicht mehr ein groĂe Liste mit Euch teilen, deshalb schaut bitte in diesem Ordner hier nach Eurem Hub um die Shelf Changes in Eurem Hub zu finden.
Ihr könnt den Ordner hier {LINK} finden.
Einige Hinweise zu den Sheets:
Die Sheets sind, wie oben erwÀhnt Hub spezifisch. Es zÀhlt also nur das Sheet was mit Eurem Hub Code benannt ist.
"SKU": Wie gewohnt findet ihr unter "SKU" den Artikel der umgestellt werden soll;
"oldShelf" - 4. Spalte: Wenn in dieser Spalte keine Shelf Platz findet, ist der Artikel neu Eurem Hub zugewiesen, ihr könnt ihn also in das korrekte Shelf unter Spalte "newShelf" stellen;
"newShelf" - 5. Spalte: Wenn die Zelle leer ist, könnt ihr den Artikel entsorgen (gleicher Prozess wie bei einer Auslistung);
Wenn die Zellen "oldShelf" und "newShelf" beide eine Shelfnummer haben, kann dieser Artikel ganz normal umgestellt werden.
Die Changes gehen heute Abend zwischen 01:00 und 07:00 Uhr morgens live. Die Produkte bitte heute Abend / morgen frĂŒh umstellen.
Bei Fragen wenden Sie sich bitte an @space_planning.
Dankeschön!
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EN-Version
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!
