Every Tuesday afternoon the newsletter is published here with the latest info for all hubs
Operations
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[INFO] Correct BBD check - Go Live 05/26/2023 đ
The "BBD date correction" option will be integrated into the inbound tab of the HubOne app. This will allow incorrectly entered BBD dates to be corrected in exceptional cases.
đĄBenefits: improvement of the accuracy of BBD checks.
[INFO] Prevent early punch-in
NEW! Employees will be able to punch-in a maximum of 2 minutes before the start of their shift, starting Wednesday, April 26, 2023.
In exceptional cases, an early punch-in of up to 60 minutes will be allowed. However, this requires the implementation of a new workflow in the Workforce Hub portal.
Here's how to approve an early punch-in!
âGo to the Hub Portal under "Workforce"
Click on "allow early punch-in"
Choose a reason why you're allowing an early punch-in.
âčïž More information on it here
[ACTION] Your Feedback on Tech Hub Support
To improve our technical support for your hub(s), we'd like to hear about your experience with reporting technical issues.
Please take about 5 min to fill in the survey here by Thursday, 4th of May.
Demand Planning / Replenishment
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[INFO] General updates from Demand Planning
Hi everyone!
Here are some general updates from the Demand Planning team:
Fruits and Vegetables were not delivered to some hubs yesterday (23/04/2023) and caused empty shelves. This was a data issue that has now been resolved and SKUs shall be delivered accordingly.
The 1st of May is a bank holiday, causing increased deliveries for Saturday and Tuesday. Depending on the supplier, these higher deliveries can occur throughout the week.
Have a great week! In case of any issuesâŠ
â ïž Report problems to HubAlert
đ Questions to HubAlert
Customer Care
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[INFO] Last week's numbers
Hello hello!
It's time to take another look at last week's numbers again!
These numbers reflect activity from 17.04-23.04 - this weekend many people around the country were celebrating Eid, you might also have felt the effect of this in the hubs!
đŹ Total number of incoming contacts was: 5648, which was a contact rate of 3.4%- with over 34.100 replies sent out from our team. â Last week our CSAT went up again to yet again an outstanding rating of 89%.
đ Last week's highest volume of CR (contact Reason) was once again brought to us by: âmissing productâ, with it yet again being 12% of all incoming contacts.
𧻠The products reported missing the most was yet again: 11018483 - Ja! Toilet paper which was reported missing 228 times in the last week which was more than 2 times any much as the second listed product reported missing (Chiquita - banana).
â We can see a clear recurring trend here with the Bananas and toilet paper always fighting over the first place of the missing items list. We suggest you bring this to your teams in the hubs to try and help improve these numbers to be sure the customers get these products delivered and help us here at CC to stop refunding so many of these items!
â
I hope this little recap of Customer Cares last week was interesting for you to look over. If you have any questions or suggestions on what process from Customer Care you would like to see in next week's newsletter then please contact Xenja Jonsson on slack! đ
People Ops
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[INFO] Insights on People Ops Tickets
Our People Ops Team handles complex and highly sensitive cases every day! To solve them, we often need to work closely with other teams like Legal, Payroll and SCC. Most topics are highly confidential, so we can't share the details, however we can give you insight into our Tickets and how much we've done in the month of April:
White Collar Tickets | Blue Collar Tickets |
1.365 Received đ„ | 1.241 Received đ„ |
1.452 Solved â | 1.873 Solved â |
72 Not solved â | 483 Not solved â |
4 Pending/Waiting for response âžïž | 172 Pending/Waiting for response âžïž |
Tickets since Apr 1, 2023
Workforce Shared Service Center
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[Info] SSC - Payroll tickets reduced by 55%
On W15, the support team was able to solve 229 payroll tickets which reduced the unsolved ticket by 55%. For W16 we still have 184 open cases that should be solved by end of the week.
[Info] Absences requests processed within 24h
Since we started to use external agents to process sickness requests (W12), the team is able to achieve the service levels of 24h for processing those requests.
On the other hand, our internal agents are able to process vacation requests within 24h as well. Great week for the operations team!
[INFO] Zendesk Numbers
Solved - 3135 (an increase of 24% compared to W15)
Team | Number of Open tickets |
SSC - Operations | 332 |
SSC - Growth | 91 |
SSC - Payroll | 184 |
SSC - PPO | 212 |
SSC - Insufficient shifts | 33 |
SSC - Services | 90 |
[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 - Operations | 2 days |
SSC - Growth | 3 days |
SSC - Payroll | 6 days |
SSC - PPO | 4 days |
SSC - Insufficient shifts | 3 days |
[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 - Operations | 10 hours |
SSC - Growth | 20 hours |
SSC - Payroll | 8 hours |
SSC - PPO | 6 hours |
SSC - Insufficient shifts | 8 hours |
SSC - Visa and Compliance | 8 hours |
Workforce Scheduling
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[INFO] Ops Associate Onboarding
Ops Associate Onboarding Hours
Any new Ops Associate hire should be onboarded in two 4h shifts. One in the morning to get to know the inbounding process;
One in the evening to get to know the high volume picking hours.
Once a new OA has signed the contract, the Hub Manager schedules the shifts with the new joiner.
Keep an eye out for the light blue shifts in quinyx and give our new joiners a warm welcome.
Marketing Activities Updates
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[INFO] RAF-Flyers
Just a weekly reminder to add our new RAF-Flyers into every order!
RAF-Flyers are the top-performing Offline Marketing tool, however weâre not seeing the usual performance yet
This time you have two versions, please only use ONE flyer per order
New flyers can be ordered here
Fleet Updates
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[INFO] Shipping of the spacers / washers for Cycle Radrunner
After a short delay, the time has come: the spacers for the boxes of the Radrunner bikes will be sent on Thursday to all hubs that have Cycle Radrunners.
These spacers will greatly simplify the installation of the saddlebags, as it will no longer be necessary to loosen the box plate to attach the cable ties to the bike. Instead, the cable ties can simply be passed between the box plate and the frame (see photo).
You will receive the longer bolts and the spacers (thicker washers) in a package at the end of this week or the beginning of next week, which can then be mounted on the bikes. You'll get more information on this and instructions on how to mount them in one of the huddles later this week.
We are still working on a solution that will fit all bike models in our fleet and that will get rid of zip ties completely. You can send questions and ideas to Mathis on Slack.
You can also send Mathis suggestions for topics to be covered here in the newsletter.
[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!
